Freemans www.freemans.com Catalogue Reviews
Latest Reviews
★★★★★
“a lifesaver to me”
Written on: 02/05/2013 by Verity4ever (2 reviews written)
Freemans is great for bits for the kids and i use all the time. (read more)
Visit freemans.com
★★☆☆☆
“Expensive compared to other Catalogues”
Written on: 14/04/2013
I have been with Freeman's for a year and paid on time but they still haven't raised my credit although they said they would. They are far more expensive than other Catalogues. They also do not allow you to cancel an order. I put an order in and an hour later realised I had made a mistake. I rang Freemans and explained I had just put an order in and wanted to cancel and order a different item but they told me they could not cancel, even though the delivery would not be for 5 days and... (read more)
Visit freemans.com
★★★★★
“Good Experience ”
Written on: 20/03/2013 by DKHawkins (1 review written)
I'm starting to rebuild my credit so I can obtain a mortgage and Freemans were the one of the few that would give me a chance. They may not be the cheapest around, but you get it delivered to your door with flexible monthly payments, with Freemans forking out the capital to purchase the product. 5* (read more)
Visit freemans.com
★☆☆☆☆
“Don't bother ”
Written on: 19/03/2013 by T8RYJ (1 review written)
I have shopped with freemans for years and have accepted the vastly inflated prices for the benefit of being able to pay monthly when I have needed to buy something ie washing machine, fridge etc. I have had a letter from them telling me that the apr in purchases I have already made is going up !!!. I accept that they can put the apr on future purchases but surely putting it up on things you've had and can't send back is moving the goalposts a bit. I emailed them to voice my displeasure and... (read more)
Visit freemans.com
★☆☆☆☆
“wost cataloge”
Written on: 03/12/2012
freemans is the worst catalouge i have known. they are most unreliable and you never get what you order. i have been with then for 25 years and have slowly given you less and les credit even though you have been a good payer and in credit i wouldnt recomend then to any one they are hopless (read more)
Visit freemans.com
★☆☆☆☆
“A NIGHTMARE TO DEAL WITH”
Written on: 18/11/2012 by joan145 (1 review written)
They give you discount to get you to order THEN FIND A REASON TO TAKE IT AWAY WHEN YOU CAN’T SEND THE GOODS BACK FORCING YOU TO PAY THE HIGHER PRICE. Their sizing is not true causing more grief. Prices are high. VERY BAD ATTITUDE CUSTOMER SERVICE E MAILS AND YOU HAVE TO PAY NEARLY £2 TO CALL THEM EACH TIME TO GET FOBBED OFF. Delivery is long and unpredictable. Heard plenty of complaints from other people, but now I know from my own experience. FRUSTRATINGLY WASTE OF LOTS OF TIME. (read more)
Visit freemans.com
★☆☆☆☆
“Freemans are our idiots”
Written on: 14/11/2012
It seems to me that you just MIGHT get what you order if you order one item at a time. The munchkins from planet Freemans only have one finger and one hand. so if you order more than one thing they get terriby confused and TOTALLY MUCK UP YOUR ACCOUNT BECAUSE THEY CAN'T COUNT UP TO TWO!!!!!!! I orderd multiple items and they sent me the wrong stuff. They left out items and charged me for them. as a result they have now overcharged be by 49.00 for stuff I did not order but... (read more)
Visit freemans.com
★★★★★
“lovely bikini and perfect fit...love it”
Written on: 17/10/2012
I ordered a bikini as i was desperate to get a new pair before my upcoming holiday. this was my first order with freemans and i am overall very happy, i got my item faster then i expected and after trying it on, i was so pleased. Looks just like on the web and the fit is perfect. would definitely order again. (read more)
Visit freemans.com
★★☆☆☆
“Not kept informed!!”
Written on: 23/09/2012
i made an account with freemans and placed an order to pay by flex account (Monthly payments) . I received an email confirming my order and my account also confirmed my order would be with me in the next few days. I saw something else in the online catalogue i liked, so i tried to order it but i could not log in as it said my account was not yet created and would take 1 working day to finish being created. i knew something was up because i had made my account 3 days before. I emailed... (read more)
Visit freemans.com
★★☆☆☆
“said i recived an item i never ”
Written on: 24/08/2012 by dazzlyn77
on the 20/08 i ordered a blue ray player from freemans the next few day's the couirer said they had deliverd the item and i had signed for it the problem was it never came i did not sign for the item and no couirer even knocked at me door. now i am being told i have to wright to them and tell them this its a joke why in gods name did the couiere say i had recived this item and had signed for it and now i am at a loss as what to do. (read more)
Visit freemans.com
See next 10 reviews
Showing 1 - 10 of 69 Reviews
★★★★☆
“I have been shopping with Freemans for over 20 years...”
Written on: 18/07/2012
I have been shopping with Freemans for over 20 years and I think the quality of service and goods is generally very good. It is a lot more expensive to buy items because they are offering a free delivery service and interest free credit and these things cost the company money. I like the fact that my items have been delivered out of working hours as I am at work in the day.Over the twenty plus years I have been shopping with freemans I have been very pleased. However lately they seem to be... (read more)
Visit freemans.com
★☆☆☆☆
“BEWARE OF BUY NOW PAY LATER SCHEME”
Written on: 06/07/2012
I have been with Freemans for a number of years now. However I find whenever I order from the catalogue the actual item is of poor quality when it arrives. I have had 2 particular incidences that have annoyed me so much I have now closed my account with this company. Firstly I returned an item that I purchased for £100. They sent their courier to pick it up and then it took me 2 months to get my account cleared. They obviously didn't pay any interest based on how long it took them to... (read more)
Visit freemans.com
★★☆☆☆
“worst catalogue ever”
Written on: 04/07/2012 by susan59
i have been a freemans agent for 16 years noe and havent had any major problems up until now.i have spent thousands of pounds with them over the years.i now pay them £450.00 a month and anyone would know that entitles me to £45 pound commision. only this month when i received my statement it said commision earned was £25.00.when i contacted customer services about this they said the remainder of my commision had been used to pay off interest charges because i was only paying the minimum... (read more)
Visit freemans.com
★☆☆☆☆
“GO SOMEWHERE ELSE”
Written on: 03/07/2012
Freemans.com Customer Service So you may have an account, you pay what you’re supposed to, you even allow them to cock up your account when THEY mess up what accounts you've paid. Then you stupidly try to order. (Especially when they keep pushing a 20.12% discount) only to be told Nah! YOU can’t have it. If it was not for the fact of being one of those fortunate few that accounts still have commission, plus the 20% discount mentioned above - I actually thought the order I made was... (read more)
Visit freemans.com
★☆☆☆☆
“rip off prices ”
Written on: 26/06/2012
dont buy from freemans go to the kaleidoscope website which is owned by freemans , you will find the same products some at nearly half the freemans price, even the prices of sale items are almost double on freemans site , how can they justify charging double for identical products even though its all the same company .????? (read more)
Visit freemans.com
★★★★★
“I really liked your goods, wonderful presentation, you...”
Written on: 20/06/2012
I really liked your goods, wonderful presentation, you take care of each customer's view and a quick answer to questions (read more)
Visit freemans.com
★★★★☆
“NO PROBLEMS WITH SERVICE. ”
Written on: 08/06/2012
I BECAME A FREEMANS CUSTOMER A LITTLE OVER A YEAR AGO. I HAVE HAD NOT 1 SINGLE PROBLEM WITH THEM. GRANTED MY CREDIT LIMIT IS STILL LOWLY SET AT £150.00 SO I DONT THINK THEY REVIEW THIS MUCH. EVERYTIME I HAVE CONTACTED THEM VIA EMAIL I HAVE RECIEVED A QUICK RESPONSE BACK. I HAVE NOT PUT 5 STARS OUT OF 5 FOR THE SIMPLE REASON THAT I HOLD ANOTHER 3 CATOLOGUE ACCOUNTS AND THIS ONE SEEMS TO BE THE MOST EXPENSIVE, WHICH BY SOME STANDARD OF PRODUCTS THE PRICES MARKED DONT WARRANT THE PRODUCT AT... (read more)
Visit freemans.com
★☆☆☆☆
“Account Joke! ”
Written on: 14/05/2012
I set up an account with Freemans and used their Flexi Paymet option. Had an e mail through confirming order etc and told my account would take 1 working day to set up. Had to ring them today to see what was happening only to be told I had been declined due to an account going into bad debt in 2004. I wouldn't mind but I have never ever had an account with them but I apparently owe them £180! They have no delivery address on file and will not class it as fraudulent as thy have my name and... (read more)
Visit freemans.com
★☆☆☆☆
“Rubbish service”
Written on: 19/04/2012 by Tshukuduky (1 review written)
I have had a querey in that i returned two items and only one has been creited to my account, despite chasing this three times, i am still being told it is being investigated, on top of this, i have placed two orders and they have both been cancelled, without my being informed!!! I queried this and was told it was because i was either exceeding my credit limit or hadnt made my minimum payment on time - i was WELL within my credit limit, plus had made a payment TWO WEEKS before it was due, so... (read more)
Visit freemans.com
★☆☆☆☆
“CRAP”
Written on: 21/03/2012
I wouldn't put any stars but it wouldn't let me post unless a did .. Don't order anything from The crappy catolgue they say your orders are sent out and give you at a date I waited and waited for to days then they say it hadnt been sent out so they say it will be here Wednesday (today) so I wait all morning then they ring and say its been dispatched but it wont be here for a couple of days when it does come if it ever bloody gets here I will NEVER order another thing from freemans It's taken... (read more)
Visit freemans.com
See next 10 reviews
Showing 11 - 20 of 69 Reviews
★★☆☆☆
“New customer”
Written on: 15/12/2011
Im a new customer my order has been approved than I was told my parcel has left the warehouse and should be by Monday I have now received another email saying items have not been dispatched and should be with me by next week I'm not happy with this services they need to sort them selfs out they are just messing me about now I'm thinking about leaving them I've only been with them for a week they said the order would be here in 3 to4 days they are not keeping their word (read more)
Visit freemans.com
★★★★★
“I love my new top”
Written on: 22/09/2011 by Fionas321 (1 review written)
Having always known about Freemans, I only just strated shopping on the site. I have found lots of lovely clothes on there and have even found myself getting tempted by their great christmas offers (even though its only September. I have always found their clothes to be well fitting and to look nice on, plus if I have ever had problems their customer service has been brilliant. (read more)
Visit freemans.com
★★☆☆☆
“Expensive poor quality”
Written on: 18/09/2011
Freemans catalogue has been using very poor quality materials for their items for the last year or so, but charge as if for quality. This is to cover their free postage. Their customer service operators are suffering from a lack of courtesy, unlike their operatives many years back, and Freemans do not appreciate the loyalty of their customers who have shopped for them for 25+, unlike their competitors. I would definately not recommend them to a friend due to poor quality items, a bad choice... (read more)
Visit freemans.com
★☆☆☆☆
“Chase your Refound”
Written on: 24/08/2011 by rrevolverr
I have the Royal Mail proof of delivery. It's been more the 13 days that the item was received and they claim there's not on their systems so for them it was not yet received. According to the customer's service it takes 3 weeks to get on their systems. That's the biggest bull s**it ever. I know the scam too. For a company of that size, retaining for 3 or 4 weeks your money means that they are earnning the interests of that money! If they do that to every refound they can make money without... (read more)
Visit freemans.com
★☆☆☆☆
“past agent”
Written on: 15/08/2011 by onlyamothercouldloveit
I was a past agent for freemans, closed account and paid this off now 11 years later i received a letter from a debt collection service saying they had b ought my debt from freemans, not very nice considering i owed nothing!! I have had no correspondance from freemans at anytime during the past 10 years to say i owed anything, The collection agency have said that if i don't have proof of payment then i will have to pay them £1000. WHO KEEPS PAPERWORK FOR ANYTHING that they no use for this... (read more)
Visit freemans.comGuest's Response to onlyamothercouldloveit's Review
Written on: 09/02/2012
I really hope that you never even discussed anything further with them as debt dies after 5 years..if you admit liabiliy or enterinnto a dispute then it comes alive agian (if that makes sense) go to cab rapid speed as i thing it may be time barred...
Reply to this comment
★★☆☆☆
“Poor variety, slow delivery”
Written on: 17/07/2011 by westjustine08 (3 reviews written)
Overall, Freemans as a catalogue is poor. I have been a customer with Freemans for about 5 years now and since I joined they have made very few changes with their products. There are still items in there that were there when I received my first catalogue - and at the same prices!!!! The delivery time on items is VERY slow, sometimes you have to wait up to 10 days to receive one item. And often you only receive one item out a few ordered! On the occasions when something isn't in stock they... (read more)
Visit freemans.com
★★★★☆
“Excellent Customer Service and quality products”
Written on: 04/07/2011 by worldlad (1 review written)
I have called the customer service department several times and each time the staff have been really nice, helpful, and not waiting on the phone. I also like the fact the helpline is open until 11pm which I find is helpful, the products I have recieved have been excellent quality, well packaged, and timely delivery apart from companies such as Amazon which are quicker. However it's a great shame that Freemans use a 0871 and 0844 number which is a complete rip off, products are already very... (read more)
Visit freemans.com
★☆☆☆☆
“Returns what returns”
Written on: 25/06/2011 by fereda (1 review written)
I ordered some dresses for my holidays. so far so good. but wait until you need to return anything. waited in for 2 full days but no one came to collect. emailed customer service and asked them to do something also felt some compensation in order. do they really believe I like waiting in for 2 whole days. sent me a prepaid label and credited my account before they received my goods back. WOW AM I SUPPOSED TO BE IMPRESSED? sent further e mail requesting some level of compensation for my... (read more)
Visit freemans.com
★★★★☆
“Need the items for a special weekend away and a bit...”
Written on: 21/09/2010
Need the items for a special weekend away and a bit concerned when the delivery time was 5-7 days (with 10 days until weekend) but placed order anyway. For peace of mind phoned customer services and they assured me everything Ok and would get emails to confirm when despatched. I received email day before and item delivered 6 days after ordering. Quality reasonable for price and happy to shop with Freemans again. (read more)
Visit freemans.com
★☆☆☆☆
“I ordered a Jacket over a month ago, and I am still...”
Written on: 03/07/2007 by juenoble (1 review written)
I ordered a Jacket over a month ago, and I am still waiting. My mother in law rang Freemans and they said it would be another 28 days. If getting the item is a problem they should not advertise it!!
I won't use them again.
(read more)
See next 10 reviews
Showing 21 - 30 of 69 Reviews
★★★☆☆
“I recently ordered a coat from the Freemans website,...”
Written on: 03/01/2006 by Belle16 (99 reviews written)
I recently ordered a coat from the Freemans website, on ordering I was told that delivery would be within 5 working days. However, after 10 days I still had not received the item, and on querying this with their company, I found that they had cancelled my order, without notifying me! As the item was a christmas gift, I was very annoyed as I had now missed the deadline for christmas ordering. I re-ordered the item anyway online, and received notification of the order via email. It has been 10... (read more)
Visit freemans.com
★☆☆☆☆
“Freemans IMO Has To Be One Of The Worst Catalogs Ive...”
Written on: 14/04/2011
Freemans IMO Has To Be One Of The Worst Catalogs Ive Ever Orderd From (INFACT THE WORST!) I Sat In All Day Waiting For A Phone To Be Delivered Getting The Time Of Work Was Hassle Enough, But After Waiting From 7am To 4pm I Decided To Give Them Call. Only To Be Told Delivery Will Be Another 2 Week Wait Now. 6 Work Friends Already Warned Me About Freemans And There Make You Wait 6 Months Policy. And Some Are Even In Talks About Reporting It To Watchdog. So My Advice To You All Is Try To Avoid... (read more)
Visit freemans.comGuest's Comment
Written on: 29/05/2011
if you dont like freemans then dont order with them
Reply to this comment
Guest's Comment
Written on: 20/06/2011
Should have listened to them, they are the worst ever! I could write a whole essay on their rubbish service, but instead I had to report them the the citizens advise burea. Then they took me seriousy. Save yourself trouble don't deal with them (Overpriced aswell!)
Reply to this comment
★☆☆☆☆
“Ordered clothes online, changed my address before I...”
Written on: 11/04/2011
Ordered clothes online, changed my address before I placed the order. Got an email saying the order was going to my old address, checked the website 2 days running it still showed the old address in spite of the fact I kept changing it. Got 4 emails saying my personal details would be updated within 1 working day. Spoke to rude woman in call centre who said my order had been placed before my details had been changed. Phoned back to tell her that I had changed my address with other... (read more)
Visit freemans.com
★☆☆☆☆
“Where I live there is a very poor coverage for returns...”
Written on: 31/03/2011 by 2legged Slave (2 reviews written)
Where I live there is a very poor coverage for returns being collected. The last few times I used them I had to request collection on 4 or 5 different occasions for each return becaus the agent did not turn up. They refused to send me returns labels for several months, saying they had to be picked up. Interestingly, I did not have a By Now Pay Later account with them. I used debit/credit cards to pay in advance. A colleague, who lives nearby had no problem getting returns labels - she... (read more)
Visit freemans.com
★☆☆☆☆
“i think freeman dont give enough detal to why you are...”
Written on: 17/03/2011
i think freeman dont give enough detal to why you are not alound a catologe (read more)
Visit freemans.com
★☆☆☆☆
“i ordered a corner sofa in november on buy now pay...”
Written on: 13/03/2011
i ordered a corner sofa in november on buy now pay may, when i ordered it i was told delivery would by 2nd week Jan, so, i sold our old one early Jan. We are now in mid March and there is still no sign of the sofa, we have had six different dispach dates so far with not a sofa in sight. When you ring customer services they are often very unhelpful and their managment are just as bad. I have asked twice now to cancell the order as it has got beyond a joke, only to be told that i cant and that... (read more)
Visit freemans.com
★☆☆☆☆
“Freemans are more worried about makinhg money out of...”
Written on: 19/02/2011
Freemans are more worried about makinhg money out of their customers than customer service. Many items are over priced and some of the clothing is of poor quality. They are fast to add late returns charges, interest charges and they do not pay recent customers any commission. Very Poor! I can't say that there is anything positive to say about Freemans. (read more)
Visit freemans.com
★★★☆☆
“i have been an agent for freemans for about 16 years...”
Written on: 04/02/2011
i have been an agent for freemans for about 16 years now and have been pretty pleased with them up until recently.i always pay on time but somehow when i paid my last payment i paid 5p short on one of the accounts.when i got my following statement online,i noticed they had charged me a default payment of £12.i couldnt believe they could do this all because i paid 5p short.after i e-mailed them i was assured this default charge would be dropped.i still received a phone call after that... (read more)
Visit freemans.com
★★★☆☆
“well up till this week i was happy with my clothes but...”
Written on: 19/12/2010
well up till this week i was happy with my clothes but i had a aqua stripe top wore it three times washed it on 30 setting as it said on label with normal detergent that i have always use and the stripe white bit come out blue which the only explanation for that is the blue in it has run on to it (read more)
Visit freemans.com
★☆☆☆☆
“They are an absolute nightmare, no delivery of my...”
Written on: 13/12/2010
They are an absolute nightmare, no delivery of my product, phone call after phone call to them, loads of emails, and stillno delivery. On top of that there customer services cost 10 per minute to phone! I spent about ten pounds and am off to buy the product from tescos, home shopping should be easy Freemans are a joke and they just dont care! (read more)
Visit freemans.com
See next 10 reviews
Showing 31 - 40 of 69 Reviews
★☆☆☆☆
“I ordered a dishwasher from freemans they promptly...”
Written on: 05/12/2010
I ordered a dishwasher from freemans they promptly called me and confirmed it would be delivered the following Monday. I took a day off work and waited in all day - no delivery and no phone call from the courier or freemans! I called freemans and they had the cheek to say give it a few days and if you do not hear from the courier (expert delivery) within a few days then call us back! When the courier finally contacted me about two weeks later (I kid you not!) I arranged for a saturday... (read more)
Visit freemans.com
★☆☆☆☆
“For over two years we have been pestered by computer...”
Written on: 16/09/2010
For over two years we have been pestered by computer generated phonr call chasing a debt by a Miss Satt, who we have never heard of.
We managed to get a real person once, and they promised to remove our number from the database. However we still get these calls.
We are on the BT list for not receiving unsolicited phone calls, and yet Freemans totally ignore this. We have bever been a Freeman's customer, never will be, and having seen the online catalogue,recommend readers to try other ways...
(read more)
★★★☆☆
“I been using Freemans for years I've not had too much...”
Written on: 20/08/2010 by Geone (20 reviews written)
I been using Freemans for years I've not had too much problems with them only thing I have noticed their products can be pretty expensive, always good to take out payment protection.
As long as you keep to your minimum payments without the interest charges opted in option you should not have too much problems hopefully!.
(read more)
★☆☆☆☆
“Appalling returns service and customer service who do...”
Written on: 31/07/2010 by Sue Cobb (1 review written)
Appalling returns service and customer service who do not understand the rights of distance selling.
Three failed collections over two weeks despite offering them anytime between 6.00 a.m. and 6.00 p.m. Monday to Friday
They need to go back to providing returns labels you can send via the post
(read more)
★☆☆☆☆
“Rang before to sort me payments out as i lost my job...”
Written on: 16/07/2010
Rang before to sort me payments out as i lost my job and i had a snot nose punk on the other end of the phone, There a bloody pain in the ass as i made the payment before it was meant to be paid last month and now they say i did not pay in full good job i e-mailed them as i got a Bank Statement and now and thinking they can get in touch with NDA Recovery if they don't sort this out. (read more)
Visit freemans.com
★★★★☆
“I was very delighted when I received the dress exactly...”
Written on: 31/05/2010
I was very delighted when I received the dress exactly on the date they told me I'll get it. The dress is beautiful and I really like it! I would rate it an 8 out of 10 for quality (If you compare it with a designer's dress. Overall, I would buy from buyer100 again! (read more)
Visit freemans.com
★★★★☆
“We received the wedding dress yesterday. My daughter...”
Written on: 29/05/2010
We received the wedding dress yesterday. My daughter loves it and it fits perfectly.i will definately be in touch with them soon to order the bridemaids dresses.i recommend this website to everyone!!!! (read more)
Visit freemans.com
★☆☆☆☆
“First time I have used Freemans. Recently took...”
Written on: 24/05/2010
First time I have used Freemans. Recently took delivery of what looked to be a very good deal for an Acer tree for £20, and they give you 2! Said delivery would be 25 days, so would they expect me to wit indoors for the whole 25? Lucky me, it was only 12, but took 5 calls to deliver as we were away. Nice to know I can do what I like rather than stay indoors waiting with the rest of the days! Anyway, when I opened the package I found two shrivelled-up twigs about 6" long, which I would... (read more)
Visit freemans.com
★☆☆☆☆
“Utter rubbish - they sent me an inferior item as "the...”
Written on: 10/05/2010
Utter rubbish - they sent me an inferior item as "the original item had been discontinued". They referred me to Sony as the supplier and said it was a "Sony issue" which I found hard to believe as I had purchased the item from Freemans - Sony had nothing to do with my order. I called the Sony number provided and they were very surprised for the very same reason.
I asked Freemans to arrange for the item to be collected as I did not want it - a month later I am still waiting for it to be...
(read more)
★☆☆☆☆
“Totally useless company. Sold items as dishwasher safe...”
Written on: 04/03/2010
Totally useless company. Sold items as dishwasher safe even though they weren't. Then they lost the returns that their own courier collected from our house. Said they had to post out a claim form which could take 10 days and then a refund would take a futher 2 weeks to process (they subsequently found the stuff and refund took about a week to come through). Customer service is useless and they have no idea of distance selling regulations! To top it all they then bombard you with offer emails... (read more)
Visit freemans.com
See next 10 reviews
Showing 41 - 50 of 69 Reviews
overview
Top 5 General Catalogues
To calculate the top 5's we take the following factors into account:
• All the star ratings the company/product has received,
• The number of reviews
• How recent the reviews are
As rated by real users
-
1. Kaleidoscope
162 reviews read latest review -
2. Equip4Work - www.equip4work.co.uk
29 reviews read latest review -
3. Born Gifted
12 reviews read latest review -
4. Charles Tyrwhitt
7 reviews read latest review -
5. Betterware - www.betterware.co.uk
5 reviews read latest review
Hot Stuff in
Latest Reviews in General Catalogues
-
Studio - www.24studio.co.uk
"Total lack of professionalism" Read More
-
Equip4Work - www.equip4work.co.uk
"Fantastic Customer Service" Read More
-
Kays now part of K &Co
"Made a Payment mistake and nev..." Read More
-
Furniture at Work www.furnitureatwork.co.uk
"Absolutely Awful " Read More
-
Kaleidoscope
"Rip off interest rate" Read More
Latest items in General Catalogues
See more ▼
Bertie's Comment
Written on: 22/01/2013
My wife was a Freemans 'catalogue agent' for many years up to the mid 1990s (can't remember which year) and she dumped them due to some hassle or other.
So in the at least 14 years(minimum), their sevice seems to have got steadily worse and it's all a great shame as they were once a super organisation to deal with.
In short, you have reviewed them correctly.