AppliancesdirectReviews 35

Washing machine delivered damaged. The review process is taking too long. In the meantime we are not allowed to use the washing machine, so it has blocked up our kitchen space.

I ordered a Ninja Air Fryer on 3rd December for delivery today (13th December). This was a Christmas gift for my Mum whom is a pensioner. I got a good price as the Black Friday deals were currently running. I chose Appliances Direct as they were £10 cheaper on price when compared with Argos. Yesterday I received an email saying there would be a delay with delivery. After spending 2 hours this morning trying to get through to customer services, I have been informed that they have no stock and would issue a refund. I now have to wait 3-5 working days to receive my refund before I can look around for a replacement. My bigger issue is that they are no longer in the sale so it will cost me more money as I will now have to pay full price. I asked for an upgrade to a product they currently have in stock (£40 more expensive) at no additional cost to me as I will now have to pay this from my own pocket - this was declined. Certainly no attempt at customer satisfaction here! I have never left a negative review. Ever... but I have to say I am appalled. If this review deters at least one potential customer then it has been a review well worth leaving. 1 star is way too generous.

Claimed we damaged the pipe and accepted no responsibility for sending faulty goods to us.Have tried to charge 300 for replacement.

Bought a cooker hood, got a bbq cover. The delivered package has the same product code as the cooker hood so not the carrier's fault. The customer service has no clue, asked for a refund, took them 45min to sort out, customer service said I'll receive an email about the refund but it hasn't showed up yet. Will see how it goes. Wish I have discovered these reviews, would never buy from them again.

Do not buy from this company.
They sent me a product does not work and expect me to pay uninstall.
Customer service is disgusting and they will not honour your consumer rights

I recently ordered a fridge freezer and washing machine, they cancelled the delivery once, then rearranged the order for 2 days later. They then cancelled delivery again! When I called to try and sort this out using my mobile I was charged £19 for the phone call! To add to this the delivery has now been cancelled again, twice! I've been without a fridge freezer and a washing machine now for a week. I have zero confidence in this company, please avoid them the customer service just lie to get you off the phone, arranging deliveries that never arrive. Avoid!

I have purchased a dehumidifier from them. It went wrong after a few months. Trying to get a replacement or refund has been a joke. I have been told to go to the manufacturer but that is not how consumer rights work. I have asked them to deal with it as I bough it through them. Still waiting after 10 days. Avoid.

I received a faulty combo toilet which could not be fitted by the plumbers. I called and I had to log a ticket which I was told could take up an hour to get the email link to upload them. This part was fine... a few hours later and no reply so the plumbers did what they could but then nothing. Email said I would hear back within 24 hours. I called and was told it could take 48 hours and there was nothing I could do to speed up the process. So the plumbers could not finish the job so we were left with no hot water while waiting for a reply from appliances direct. 48 passed and nothing so I've asked again for an update am still waiting for anything from them. Terrible customer services!

I've been attempting to cancel the delivery of unwanted goods for the past 5 days, sending multiple emails and messages. Regrettably, all of these attempts have been ignored, both by the delivery company and the vendor. I must express my dissatisfaction with this company, as they appear to disregard all forms of communication and requests. I would advise others to save their time, as responses from this company seem to consist of generic, pre-written replies. Avoid at all cost!

Battling to get a replacement aircon unit which i bight in April when it was still cold … developed a fault in July when we had some hot weather within hiot day 2 wish me luck this is hard work dealing with them
Waiting to be picked up I know what's coming next although I may well be surprised and they admit it's faulty from the start

Ordered a fridge freezer and paid extra for next day delivery for 31st September. This was important as my disabled brother was moving in on the 1st. Fridge didn't arrive and I was stuck in an empty flat all day waiting for it.
Called customer services, who assured me it would be delivered on Friday. Not perfect but manageable.
Still didn't arrive. Called the company again and they yet again promised delivery on Monday. By this time, I have a tracking number.

At this point, we have to throw away a whole freezer worth of food and my disable brother is left with no fridge for the weekend.

On Monday morning, I can see that it has been scanned at the depot but is not out for delivery.

Rang customer services again and clearly the person on the other end was on a mobile phone out on the road because I could hear cars roaring by her. By this time I'm thinking it's not even a proper company and maybe just dropshippers.

She then put me through to DX freight for the first time. He told me that when it didn't go out on Thursday, Appliances Direct should have rebooked the delivery. The same applies for Friday.

You could also say that someone at DX Freight should have picked up the phone to Appliances Direct or automatically delivered it the next day. He says that is not the system. Something wrong with the system then, don't you think?

I have now cancelled the order and expect a refund without having to fight for it.

Also, don't bother with the chat. It's just a useless bot and don't bother emailing because they don't answer that either.

Bought 4 ACs. 2 broke down in a week, 13p per minute to call helpline. Answered by a person called mark in all depts. Will tell you they can't do anything and have no customer complaint dept. I lost £6000 including installation. Hope you can avoid the same fate.

Don't use them! After care absolutely diabolical - we had a Samsung fridge freezer delivered, damaged, we paid for our old fridge to be taken away, the damage they made to our newly laid floor is heartbreaking, when removing, they tried to tell us it was nothing to do with them take it up with the delivery company, although they organised delivery and removal, we did ask arrow who advised us to take our complaint up with appliance direct, appliance direct did not want to know until we stated that under the consumer rights act 2015 it was there responsibility they then asked us to send photos, which we already had sent twice before, we did this over 2 1/2 months ago and they are still choosing to ignore us, hoping we will go away. So upset should of gone to AO

I medically need an air conditioner portable for my room to keep me coool when I have sezuires I placed order with them unit was faulty they collected another faulty unit sent that bck I decided to get a different model had that for a while went faulty they refused and always ask for photographs of the units and try to get out of warranty claims until I mentioned court they picked it up eventually, they sent a different model and yes issues still brand new unit the remote dead had to ring again promised a new one never got within 24hrs that unit went faulty I'm so angry by now they had to send another and another Fck up remote that came with it was actually for anitjer model spent hours on phone and you are diverted to Philippines they constantly put you on hold pretend to type and say someone will be in contact in 72hrs this is long I'm sorry but plse don't buy from these

Spent £1000 with them and it's been a nightmare customer service are shocking refurbished item means damaged not usable.

WARNINR! This company is an absolute joke. Firstly they send my product with a key missing part. I needed to sort it fast as kitchen fitters were booked in and I needed the part so they could fit it. So I naively called their 0871 customer service number which charges you. The guy I spoke to basically didn't have a clue and had to log a ticket, kept me on the phone for 10 minutes whilst he typed it up. I got a package delivered a couple of days before kitchen fitters were due, but it was completely the wrong part. Called back, again naively on the 0871 number that charges you. Again, spoke to someone who had no clue what the specification of the part was that I needed. She had to log another ticket. In the end, I ended up having to source and purchase the missing part from elsewhere. And today I get my mobile bill with a £24 charge on it. Since you messed up my order in the first place are you going to pay me for the ridiculous charge I have had to pay to sort out the mess you caused?

Bought a washing machine three mths in massive failure contacted them stated not their issue its manufacturers.cant get machine looked at for 2 weeks.
Give them a wide berth

Do not touch this company!
I have been battling with this company since August 2022 and their faulty goods, awful customer service and general attitude absolutely stink. They do not care how they treat you. I have been told "we don't have to offer you any compensation" when I was lucky enough to get £10 for my troubles. The delivery date you choose is never honoured. The helpline is charged at 13p per minute. The respond to emails eventually. Their case managers are rude. Don't do it... go somewhere else. Even if they are cheaper, you will pay in time and costs trying to sort out their mistakes.

Absolutely terrible experience. Ordered 2 man delivery, Oven arrived but driver refused to carry up the stairs as he was alone, so even though i suffer with a bad back i had to help him as i have children and no oven in the winter is difficult.
They also refused to take the old oven which we paid extra for. Again due to them sending a single man, i had to wait another 3 days before they picked it up. Bearing in mind i live in a small 2 bedroom flat.
The oven was tatty, pieces of metal hanging off the inside and screws not tightened up, then it broke on the 2nd day of use, contacted Appliance Direct who said they wouldn't do anything until I had personally contacted Hisense directly to raise an issue and get an uplift number. The phone number that appliance direct gave me was wrong. So i had to source this myself.
Uplift number supplied and replacement arrived within 3 days, which i was happy with.
When the replacement arrived, which was visually damaged all over, paint chipped off, dents and the main oven door doesn't close as the hinges don't line up. They are now telling me that i have to wait 4 days for the replacement to be collected and only once it is collected will the refund process start which takes upto another 5 working days. Absolutely disgusting. They wouldnt do anything to try and help the situation. I have 2 young children, how do they expect me to provide hot meals, so far i've spent a fortune on takeaways. This is still ongoing and into the 3rd week without an oven.
Looking at the standard of the products, it's either Hisense or Appliance direct that are supplying 2nd's or the units are stored in bad conditions.
AVOID at all costs.

I bought a shower screen for a customer. I fitted it in accordance from the instructions. However further along I realised that parts of it were too short, including the glass.

I was offered £25 refund or £35 voucher so I keep it. Keeping something that is useless is useless in itself. Then they emailed offering to collect the screen but it works cost me £40. Either way I was going to lose it. I'm certain that by law is the goods aren't as described they can't charge for delivery.

Part of the frame had been secured with grab adhesive along with screws so I couldn't remove it. So I have to buy something similar, with the correct glass and frame which they couldn't supply is going to cost more than the unit itself and it has left me with really annoyed customers.
I called them about this then realised it's a premium rate number so I emailed.

I will not use these again, and I suggest the same to others.