Appliances Direct

An unbelievable series of mismanagement from start to finish across all departments. Zero accountability from staff, appalling management of client accounts - no centralized management with the result you get emails from 15 different people who have no idea of the client dossier. Incompetent accounts department who have no idea how to process transactions correctly or their legal responsibility to their clients. Stock control system totally inaccurate. Staff inadequately trained. After 2 months I still have not received my refund - all they are able to say is 'the transaction was processed ´ - well, it didn't end up in my account - I've provided them the proof and still they do nothing. Due to their inaction, my only option now is to sue to get my money back.

Delivered faulty oven and refused to collect until after an engineer visit 10 days later. Their policy was to collect faulty products straightaway

I will never use this company again...!

What an absolutely shambolic company.

I've used them before for my business and the service has been average to say the least.

For my latest order it was for my home and they have basically called me a liar twice.

I first made my order for a freezer on a Sunday and it was a premium of £24 to get it delivered the next day on the Monday...
I get a call from them telling me it wouldn't get delivered until the Tuesday even though I'd paid the premium. The person on the phone assured me I was wrong and he conveyed I must be some sort of half-wit to think it would be delivered the next day.

As we urgently require the item i agreed as long as it would be delivered the very next day ( to avoid confusion I arranged it to be delivered to my very well advertised office with lots of staff there to receive it) How could anything possibly go wrong...!

Well here's how... the driver called me at 11:00ish on the Tuesday and said he'd be 30-40 mins. I told him great and gave him the company name and he confirmed the address... fab I thought... 2 hours pass and nothing... So I called my office and they said they had heard nothing.
So i return the call to the driver and after 3 attempts he answered the call. He then tells me he rang the bell and was told "I'D GONE TO LUNCH AND WOULD BE BACK IN HALF AND HOUR" What a Liar... Firstly I was 50 miles away in Dartford and had arranged of the delivery at my office as i knew it would be staffed...

Even if he went to the wrong address why didn't he call me again... he had my number...?

Well, that's the delivery driver for you... So, I then called Appliances Direct on their premium rate number and after about 10 minutes of options I get told the lines are really busy and they'd give me an automated call back. So, I pressed the option and guess what? That's right... have you guessed? YES. NOTHING...

So my partner called today to try and get it resolved and as I'm getting bored with writing now I'll just tell you what was said.

"the driver turned up at the wrong address"
"you weren't there"
"that's your fault, so tough luck."
"we can deliver it next Tuesday"

Never ever use this company. Customer service 0%

Tony Miller

Appalling fiasco of customer service from Appliances Direct.
21st Jan Ordered Tefal Steam Generator Iron online for next day delivery.
Within minutes received an email from Appliances Direct stating my order won't be arriving the next day & I would receive an email with the new delivery date by 3pm 22nd Jan. Despite the iron showing available for next day delivery online! I emailed request to cancel this order immediately as I needed an iron the next day. Then received email from DPD stating my delivery WOULD be arriving the next day as planned.
I emailed Appliances Direct for clarification as to whether my order would arrive on 22nd Jan due to conflicting emails. Late afternoon on 22nd Jan I received an email reply from Appliances Direct stating I could not cancel my order as goods have already been dispatched. I was also offered ** £10 COMPENSATION if I accepted the delivery, which I had agreed to as it was now coming that day as ordered. I'll come back to compensation issue later. Evening of 22nd Jan I went to use the iron only to discover that the advertised 'Steam Generator Iron' bizarrely lacks steam! And burned a hole in a scarf which I had been ironing. Following the Appliances Direct return policy, I had to email for returns authorisation as the Steam Generator Iron was not fit for purpose. Then I received a text offering me £40 cash or a £50 voucher ** COMPENSATION to keep the 'not fit for purpose' iron! This was followed an email stating I had been offered money off, despite not answering my question to clarify why it was deemed reasonable to offer money off an iron which was not fit for purpose. 26th Jan I received an email from Appliances Direct asking for a video of the fault to which I replied absolutely not. I had at this point been messed about & inconvenienced beyond belief.
Finally received returns authorisation code & told postage costs are my responsibility despite Steam Generator Iron not fit for purpose.
Returned via Parcelforce Express48, costing £11.17 with tracking confirmation which stating it was received by Appliances Direct on 30th Jan at 9.16am. 3rd Feb Appliances Direct emailed stating they had not had the iron booked back in to the returns warehouse & requested my Parcelforce tracking details to chase this up before iron could be refunded. I forwarded the Parcelforce Express48 tracking information & only then Appliances Direct located my return. Requested all correspondence be via email due to personal reasons. This was ignored & calls still made. 4th Feb Received email from Appliances Direct regarding a replacement item & information for returning item. Neither of which are relevant given I had already returned the iron & been clear about a full refund. 5th Feb Email confirmed my order was now being refunded but Appliances Direct stated 'Unfortunately we don't cover the cost of unwanted returns and as a business we don't offer compensation'
I did not return an UNWANTED item. I returned a Steam Generator Iron NOT FIT FOR PURPOSE. Therefore it is not reasonable or acceptable to be penalised for receiving goods not fit for purpose.
** BEARING IN MIND I WAS INITIALLY OFFERED £10 COMPENSATION FOR CHAOS AROUND DELIVERY ISSUE then OFFERED £40 CASH OR £50 VOUCHER COMPENSATION TO KEEP A 'NOT FIT FOR PURPOSE STEAM GENERATOR IRON'.
I did not receive a valid explanation regarding the incompetent catalogue of errors from Appliances Direct. Appliances Direct do offer COMPENSATION but DO NOT PAY IT! I NEVER RECEIVED the £10 initially offered and accepted for the delivery fiasco. Appliances Direct do offer COMPENSATION to encourage customers NOT TO RETURN ITEMS! Why would anyone keep an item not fit for purpose for money off? ADVICE: STEER CLEAR OF APPLIANCES DIRECT. Incompentance & lack organisation. No compensation for stress, time wasted, inconvenience & utter chaos caused by Appliances Direct. I eventually got £11.17 return postage back.
AVOID, AVOID, AVOID Far better online stores to shop with.

Directtvs.co.uk claim to have excellent service and excellent products. This is utter rubbish. They entice you with low prices for TVs, which in fairness are delivered quickly. However as myself and a friend of mine found out, both of our tvs did not work. I phoned them, told them the problem and they sent me a new remote... after a total of 1.30 hours on the phone (3 phone calls) the TV nor the new remote worked so after a total of 32 emails and a further 1 hour on the phone they agreed to collect the TV and refund my money (after an inspection) - 1 week later they got back to me and said that they couldnt offer a refund due to me not complaining within 5 days... 3 of which were christmas and they were closed! Now they will only offer me a replacement but it will take a week! I brought this TV on the 23rd December - it is now the 2nd February and i still have nothing. They are no more than scam artists who will do all they can to keep your money. Worst company i have ever deblt with. DO NOT USE THEM