HV
Helgard V
1 reviews | Active since Feb 2015
30 Jan 2026, 12:13
USELESS!!!!!
If there was an option to give 0 stars I would. This is by far the most useless service I have had with an online retailer in years. I order online items almost on a weekly basis and the service received from FirstShop is the worst I have received. I have been trying to get my parcel delivered for the whole week. Do not try and speak to someone at FirstShop hoping to get someone to call you back. Was holding on the phone for 36min waiting for Albert to give me answers and still have not heard anything. Spoken to 3 different people and all 3 failed to call me back. Avoid them at ALL costs. Sent an email 3 days ago, still awaiting feedback on that as well. Seems like they do not care at all
Helpful (0)
Replies (3)0
Replies (3)
FirstShop's replyOfficial
30 Jan 2026, 13:02Hi Helgard,
We are sorry to hear about your experience and appreciate the opportunity to provide clarity.
Your order was processed and dispatched promptly, and the courier attempted delivery within the expected timeframe. The driver was able to make contact, however delivery could not be completed as access to the residence was required. For security and liability reasons, the courier is not permitted to leave parcels at estate or security huts without direct handover.
Following this, our team attempted to assist by coordinating further with the courier. When you contacted our office, we were advised that incoming calls from numbers not saved on your device would not be answered, which unfortunately restricted our ability to resolve the matter telephonically at the time.
We would also like to note that while delivery issues can be frustrating, our team can only assist effectively when communication remains respectful. Aggressive or abusive language makes it difficult to resolve matters quickly and constructively.
We remain open to resolving this and completing delivery. Please contact our support team with your order number so we can assist further.
FirstShop's reply30 Jan 2026, 13:02
Official
Hi Helgard,
We are sorry to hear about your experience and appreciate the opportunity to provide clarity.
Your order was processed and dispatched promptly, and the courier attempted delivery within the expected timeframe. The driver was able to make contact, however delivery could not be completed as access to the residence was required. For security and liability reasons, the courier is not permitted to leave parcels at estate or security huts without direct handover.
Following this, our team attempted to assist by coordinating further with the courier. When you contacted our office, we were advised that incoming calls from numbers not saved on your device would not be answered, which unfortunately restricted our ability to resolve the matter telephonically at the time.
We would also like to note that while delivery issues can be frustrating, our team can only assist effectively when communication remains respectful. Aggressive or abusive language makes it difficult to resolve matters quickly and constructively.
We remain open to resolving this and completing delivery. Please contact our support team with your order number so we can assist further.
FirstShop's replyOfficial
30 Jan 2026, 13:02Hi Helgard,
We are sorry to hear about your experience and appreciate the opportunity to provide clarity.
Your order was processed and dispatched promptly, and the courier attempted delivery within the expected timeframe. The driver was able to make contact, however delivery could not be completed as access to the residence was required. For security and liability reasons, the courier is not permitted to leave parcels at estate or security huts without direct handover.
Following this, our team attempted to assist by coordinating further with the courier. When you contacted our office, we were advised that incoming calls from numbers not saved on your device would not be answered, which unfortunately restricted our ability to resolve the matter telephonically at the time.
We would also like to note that while delivery issues can be frustrating, our team can only assist effectively when communication remains respectful. Aggressive or abusive language makes it difficult to resolve matters quickly and constructively.
We remain open to resolving this and completing delivery. Please contact our support team with your order number so we can assist further.
FirstShop's reply30 Jan 2026, 13:02
Official
Hi Helgard,
We are sorry to hear about your experience and appreciate the opportunity to provide clarity.
Your order was processed and dispatched promptly, and the courier attempted delivery within the expected timeframe. The driver was able to make contact, however delivery could not be completed as access to the residence was required. For security and liability reasons, the courier is not permitted to leave parcels at estate or security huts without direct handover.
Following this, our team attempted to assist by coordinating further with the courier. When you contacted our office, we were advised that incoming calls from numbers not saved on your device would not be answered, which unfortunately restricted our ability to resolve the matter telephonically at the time.
We would also like to note that while delivery issues can be frustrating, our team can only assist effectively when communication remains respectful. Aggressive or abusive language makes it difficult to resolve matters quickly and constructively.
We remain open to resolving this and completing delivery. Please contact our support team with your order number so we can assist further.
HV
Helgard V's updateReviewer Update
30 Jan 2026, 13:16Thank you for your response. However, I must respectfully disagree with several points raised.
First, I reside in a secure estate with controlled access, including an intercom system and security personnel. Access is not restricted to couriers, and the driver could easily have used the intercom to notify me of the delivery. I was not available but was never contacted via the estate's intercom system.
Regarding communication, I contacted your support team via email three days ago and have yet to receive a reply. I also spoke with an agent via telephone and explained that my Apple call-screening service does not block calls—it only screens them. If the caller remains on the line, the call will come through. Therefore, stating that I am not answering calls is incorrect. To claim I am being aggressive overlooks the frustration caused by the service I have received thus far.
It is not the client’s responsibility to repeatedly follow up regarding a delivery. While I acknowledge the delivery attempt was made promptly, contacting me only at the time of delivery—with the expectation that I must be present—is unreasonable, especially since I am not always on the premises. Had I been notified in advance, I would have arranged for someone to receive the parcel. No such notification was provided.
Furthermore, the courier did not call prior to the delivery attempt. Had they done so, I would have informed them that someone is not always home and would have made alternative arrangements.
Given these circumstances, I believe anyone in my position would feel considerable frustration. I am eager to resolve this matter, as I have paid for an item I have yet to receive—a situation I find unacceptable.
To summarize:
1. I have not received a reply to the email I sent on Wednesday; it is now Friday.2. I was informed by one of your support operators that email response times are within one hour, yet I have waited more than two days.3. If this is considered acceptable service, I must express my strong disagreement.
As a business owner myself, I understand the importance of client care. The way this situation has been handled falls short of reasonable service standards.
I look forward to your prompt resolution of this issue.
First, I reside in a secure estate with controlled access, including an intercom system and security personnel. Access is not restricted to couriers, and the driver could easily have used the intercom to notify me of the delivery. I was not available but was never contacted via the estate's intercom system.
Regarding communication, I contacted your support team via email three days ago and have yet to receive a reply. I also spoke with an agent via telephone and explained that my Apple call-screening service does not block calls—it only screens them. If the caller remains on the line, the call will come through. Therefore, stating that I am not answering calls is incorrect. To claim I am being aggressive overlooks the frustration caused by the service I have received thus far.
It is not the client’s responsibility to repeatedly follow up regarding a delivery. While I acknowledge the delivery attempt was made promptly, contacting me only at the time of delivery—with the expectation that I must be present—is unreasonable, especially since I am not always on the premises. Had I been notified in advance, I would have arranged for someone to receive the parcel. No such notification was provided.
Furthermore, the courier did not call prior to the delivery attempt. Had they done so, I would have informed them that someone is not always home and would have made alternative arrangements.
Given these circumstances, I believe anyone in my position would feel considerable frustration. I am eager to resolve this matter, as I have paid for an item I have yet to receive—a situation I find unacceptable.
To summarize:
1. I have not received a reply to the email I sent on Wednesday; it is now Friday.2. I was informed by one of your support operators that email response times are within one hour, yet I have waited more than two days.3. If this is considered acceptable service, I must express my strong disagreement.
As a business owner myself, I understand the importance of client care. The way this situation has been handled falls short of reasonable service standards.
I look forward to your prompt resolution of this issue.
HV
Helgard V's update30 Jan 2026, 13:16
Reviewer Update
Thank you for your response. However, I must respectfully disagree with several points raised.
First, I reside in a secure estate with controlled access, including an intercom system and security personnel. Access is not restricted to couriers, and the driver could easily have used the intercom to notify me of the delivery. I was not available but was never contacted via the estate's intercom system.
Regarding communication, I contacted your support team via email three days ago and have yet to receive a reply. I also spoke with an agent via telephone and explained that my Apple call-screening service does not block calls—it only screens them. If the caller remains on the line, the call will come through. Therefore, stating that I am not answering calls is incorrect. To claim I am being aggressive overlooks the frustration caused by the service I have received thus far.
It is not the client’s responsibility to repeatedly follow up regarding a delivery. While I acknowledge the delivery attempt was made promptly, contacting me only at the time of delivery—with the expectation that I must be present—is unreasonable, especially since I am not always on the premises. Had I been notified in advance, I would have arranged for someone to receive the parcel. No such notification was provided.
Furthermore, the courier did not call prior to the delivery attempt. Had they done so, I would have informed them that someone is not always home and would have made alternative arrangements.
Given these circumstances, I believe anyone in my position would feel considerable frustration. I am eager to resolve this matter, as I have paid for an item I have yet to receive—a situation I find unacceptable.
To summarize:
1. I have not received a reply to the email I sent on Wednesday; it is now Friday.2. I was informed by one of your support operators that email response times are within one hour, yet I have waited more than two days.3. If this is considered acceptable service, I must express my strong disagreement.
As a business owner myself, I understand the importance of client care. The way this situation has been handled falls short of reasonable service standards.
I look forward to your prompt resolution of this issue.
First, I reside in a secure estate with controlled access, including an intercom system and security personnel. Access is not restricted to couriers, and the driver could easily have used the intercom to notify me of the delivery. I was not available but was never contacted via the estate's intercom system.
Regarding communication, I contacted your support team via email three days ago and have yet to receive a reply. I also spoke with an agent via telephone and explained that my Apple call-screening service does not block calls—it only screens them. If the caller remains on the line, the call will come through. Therefore, stating that I am not answering calls is incorrect. To claim I am being aggressive overlooks the frustration caused by the service I have received thus far.
It is not the client’s responsibility to repeatedly follow up regarding a delivery. While I acknowledge the delivery attempt was made promptly, contacting me only at the time of delivery—with the expectation that I must be present—is unreasonable, especially since I am not always on the premises. Had I been notified in advance, I would have arranged for someone to receive the parcel. No such notification was provided.
Furthermore, the courier did not call prior to the delivery attempt. Had they done so, I would have informed them that someone is not always home and would have made alternative arrangements.
Given these circumstances, I believe anyone in my position would feel considerable frustration. I am eager to resolve this matter, as I have paid for an item I have yet to receive—a situation I find unacceptable.
To summarize:
1. I have not received a reply to the email I sent on Wednesday; it is now Friday.2. I was informed by one of your support operators that email response times are within one hour, yet I have waited more than two days.3. If this is considered acceptable service, I must express my strong disagreement.
As a business owner myself, I understand the importance of client care. The way this situation has been handled falls short of reasonable service standards.
I look forward to your prompt resolution of this issue.