Unethical, Rude, and Dishonest
I had an extremely disappointing experience with this property. After accidentally leaving behind a valuable gold necklace, I was initially told it could be returned once I paid for the postage — which I was happy to do of the £7.90. Later, they demanded an unexpected £11 fee that was never mentioned p agreed upon, or shown in writing prior.
Worse still, they admitted they would have attempted to take this additional payment from my account without permission — an unauthorised and unethical action that seriously breaches trust.
The duty manager, Ellie, was incredibly rude and unprofessional throughout. She claimed I’d be sent a copy of the policy guidelines explaining the charge, but despite several requests, I never received it. I was also promised a callback to confirm details before anything would be posted, which never happened. When I stated I would pay but still wanted to see the policy, she abruptly disconnected the call.
Holding onto someone’s personal property unless they pay an unagreed fee, refusing transparency, and handling the situation with such hostility is completely unacceptable. I felt scammed and disrespected.
I strongly urge others to steer clear of this business. Their conduct is dishonest, their customer service is appalling, and their approach is both unethical and deeply unprofessional.