Abolutely awful service! Booked a taxi at 7:30pm, was told there would be a 10-15 minute wait, so closer to the ETA I waited outside, no taxi for half an hour, phoned them, they said 10-15 minute wait, waited 10-15 minutes, no taxi, phoned them they said 10-15 minute wait, I said if you don't get a taxi to me within 10 minutes I am going to cancel my booking and make a complaint. I ended up waiting for over an hour, to be told that the previous driver couldn't find my address (despite giving postcode, house number and directions) and that there was bad traffic, so I said to the driver that finally arrived, I am willing to pay the fair there but I think for the inconvenience I should get my return journey at a discount, they said no. I understand that the drivers are self-imployed and that the fault may not lie with them but with the controller, in any case, if they work for a company and they ARE customer focused like they said then really a return discout should be the least they could offer. I then sent the driver on his way after wasting an entire evening on the curb in the freezing cold. The journey was an important one, I had no food in and desperately needed to go food shopping for the easter bank holiday weekend. I phoned the office and explained what had happened and that I was incredibly dissatisfied with their service and that as a first time customer it does not give me a great impression of the company and that I would not be using them again unless they could compensate me in some way. I would have been happy with a free return journey, but the member of staff on the phone was very unhelpful and his retort was 'what if the trains were delayed, would you expect a refund?' and I said 'if the trains were delayed I would have advanced warning of the waiting time and if necessary could make alternative arrangements. If I had already bought a ticket then the office would have to give me a refund. I. have. seen. it. done. I think it is completely unacceptable to mislead a customer into thinking they'd only have to wait a certain amount of time, when in reality the waiting time was much much longer. I said that at the company I work for, if our delivery had been late to the extreme that the taxi was we would have refunded the delivery charge. If you ask for a service at a particular time, you expect it at that time. IF they had informed me of the REAL waiting time, I would not have wasted my evening and booked another cab. Overall, service and staff-customer communication standards were APPALLING. read more