Appliancedirect Reviews 197

AWFUL. Faulty machine. Took months to get them to address it - initially refused to address fault 1, fault 2 was a repair then finally accepted it was beyond economic repair - then even longer for it to be replaced or refund given - in fact it continues now as I write this review. Bounced around from department to department, including to another company (0800 Repair) that manages their after sales repairs services. Disgraceful.

Placed 3 orders. None of them arrived due to delays in getting stock. They keep changing delivery dates. Seems it's their normal practice. Agree with everyone else, pay a little more somewhere else and save yourself from headache

Delivered on time. The oven looked like it was brand new service second to none.
Recommend this company *****

Absolute dreadful. Customer services are lovely and completely rendered helpless by poor internal processes and systems which means no-one is able to provide information on delivery or installation.
I ordered a cooker and fridge freezer for a new house. I had an option to choose delivery date. Seems easy until I received an email to say that the goods would be delivered 2 days earlier than my chosen date. On a day when I wouldn't own this house! I chased it up and was told that although the email said it would be delivered, what it meant was it was dispatched to the courier's, the courier's who've not been in touch. Now I've received a text to say that they can't install and to contact them. I've spoken to appliances direct customer services, who can't tell me if it's going to be delivered or when. Or speak with the courier's. I was promised a management call back within 2 hours and now 3 hours later, I'm giving up and going to find anyone offering next day delivery. Just don't do appliances direct. Customer services are lovely. The organisation lacks processes that would facilitate customer satisfaction.

AEG Freezer AGB728E2NW £600 arrived 3rd June. Top shelves constantly defrosted. Bought thermometers as fault wasn't always there. Freezer defrosted once, then again. Called Appliance Direct, told me to call AEG. 1st Repair engineer told me the fan was faulty, new design, might never be reliable. Organised for new part. 2nd Engineer turned up with wrong part. At this point I lost all faith in AEG repairs and Freezer. Then the fun started. Loads of emails where Appliance Direct didn't seem able to read my emails, they were intent on doing their own thing. Kept telling me to wait for reports from AEG told me I had a particular case manager who I rarely heard from. Asked for replacement freezer, never got an answer on that one. Written to Nick Glynne who is supposed to be MD of owning company and address complaints but not holding much hope of a resolution. Do not buy from Appliance Direct. If you want a trouble free ownership of expensive white goods, if a problem occurs their customer services should be labelled Customer Frustration not services.

Excellent service arrived 2 days earlier than scheduled took my old fridge away and unpacked my new one just had to plug it in. Delivery guys wete great.

If I could give 0 I would, awful company, avoid! We have now received 2 fridges from warranty, all of which have not worked and developed faults. We are now forced to pay out for a new fridge freezer due to fridge being unable to reach a safe temperature. Unable to do a full shop as fridge is unable to do its only job - keep food fresh!

Ordered and paid , they said they had stock but didn't. Now they say the refund is processed but I have received nothing 3 weeks later. They seem to be fraudsters. I have reported them to the authorities.

Let me place an order for delivery, then order is delayed for no reason. Eventually, after chasing twice, I'm told the product is out of stock and I can get another one or a refund. Massive waste of time and such poor service.

Ordered a freezer for my 91 year old disabled mother. I told Appliance Direct that the freezer would need to be taken upstairs past a stair lift. So obviously it would need to people to carry the freezer. On the day of delivery only one person arrived. I rebooked the delivery for two days later and it never arrived. Rebooked again and on the day of delivery I received a call at 07.18 from the driver informing me that he was alone. We are still awaiting a freezer to be delivered. Appliance Direct are totally inept avoid like the plague.

Bought a portable ElecticQ air con unit.

Paid for extended warranty. Appliances direct will not action. Only had item for 11 months

They are cowboys. Sell you items that develop faults and then they do not want to know. I’ve asked 3 times for a manager to call me, they don’t want to know.

If you want to ring them, expect to be on hold for 10 minutes on a premium rate number

Have referred them to trading standards.

As bad a customer service as I’ve ever known.

dont get aircon from these as elecriq as no one in eastanglia will service them and still under warrenty they will not repair as not servived, these are a sham and dont touch them nothing but trouble since i ordered these 3 years ago the electriq is ther own make go somewear else
David Norfolk

Absolutely shocking customer service. A/C unit faulty after 8 months and apparently not covered under warranty, but if I pay them an additional £150 they will repair it for me.
Nobody ever calls back and when you do finally get to speak to someone you spend half your time on hold.

Do not use !!!

Don’t know why there are so many negative reviews

My delivery was delayed and Maria O Sullivan was magic at sorting alternatives such that my delivery moved from end of July to next week

Well done Maria

Unbelievably bad experience with this company!!!!!!!! I made an order purchased the item a range cooker. Of course they say there's only 4 left. It makes you want to make the decision quicker than you're ready to buy Then I cancelled the order within hours and then was informed that the cooker had been delivered to the delivery company. I told them I didn't want it and the delivery company was scheduled to deliver it in 7-days. But it arrived in 2-days ...... thrown at me. I had no time to arrange for someone to be in the house to receive it if I had wanted it. They will not arrange for it to be collected.... I have to do that myself and the company they suggested do not put it on a pallet .... I would have to do that even though I paid an extra £25 for the service and they haven't even picked it up on the day I arranged. I am about £1700.
I really don't know what to do!!!!!!!!

ARRIVED SCRATCHED NO CUSTOMER SERVICE !!!!!!!
SAME CRAP
ORDER NO 41360129.
BAD
Promised for the third time to pick up my scratched hob today
Not arrived again
Don’t trust these liers!!!!!!!!

I had a dishwasher on order for 8 months with no delivery date scheduled. When I cancelled the order and requested a refund, the firm AD did not respond on 5 occasions. You cant phone them either. I forced the money via Visa. Bunch of cowboys, avoid.

I bought a reconditioned dishwasher from this company. They sent a completely different model of machine, with the front smashed in, and the chassis damaged. It arrived without packing materials, only a thin cardboard sleeve. It had obviously not been reconditioned. I had them replace it and the next one leaked at the pump, again obviously not reconditioned.

At this point they refused to deal with me, and told me I had to have the machine fixed under manufacturer's warranty. Before I could even refuse, and again request collection my ticket was deleted, for lack of response on my part, after I had responded and literally hours after I contacted them.

At this point I informed Amazon Pay and they forced appliance direct to take the machine back and refund me. I was contacted by appliance direct and told to get the machine ready for collection I did so, and placed an RMA slip inside and on the outside of the machine. Not a week later I got another email saying the machine was again to be collected, I assume because they sent the same machine out without refurbishing it and didn't even look inside and find the RMA slip, leading to them trying to perform a second RMA on the same machine with a different customer using my RMA details.

Also, after I sent the machine back the email address I use for amazon pay, a secondary account I have had since 2000 and has never had spam slip through started magically getting spammed by a scammer mailing list.

They also use the maximum rate call number allowed by law, and will keep you on hold. They are absolutely allowed to do this by law, however most reputable companies do not take this measure.

I strongly advise anyone who is considering buying from appliance direct to spend the extra twenty or thirty pounds to by from a reputable merchant. You will end up paying less, because appliance direct charges an exorbitant fee to deliver items (this machine was £60 and you will have no problems finding a better retailer who will charge you somewhere between nothing and half that on a product costing around the same price online), and you wont have to send it back repeatedly, fraudulently have it fixed under manufacturer's warranty, or be subjected to indignity and shenanigans.

Honestly, do not buy from these people. If you do buy from these people make sure you are aware of your consumer rights and buy with a credit card, debit card, or another third party payment service that will protect your consumer rights for you, because if you do have a problem (and since they sent me two machines that were not the correct machine or refurbished, and acted in bad faith at every turn I can only assume that my experience is not an isolated incident - particularly trying to force customers to have a machine refurbished under manufacturer's warranty when it is delivered faulty is fraud) you will be entirely beholden to them, and in my experience that is not a nice place to be - remember the top legal rate phone service.

Avoid, and if you can't avoid (you probably can) make sure you are protected, if you buy something refurbished don't let the courier's leave, and check your item for a manual. When consumer goods are refurbished they are always shipped with a manual as part of the refurbishment process. If you don't see a manual the goods have not been refurbished, and you should send them back on the same truck they were delivered on.

If you return goods to them make sure you keep the confirmation receipt handed to you by the courier. If they will not take a return go to your bank or credit card provider, tell them your woeful tale and ask them for a chargeback. They will claw the money out of the retailer's account and the retailer will have to contact you to collect the machine you now no longer own and is no longer your problem. DO NOT contact the manufacturer to perform a warranty! Doing so is fraud, and not your responsibility.

Again, don't let the courier's leave without you checking the machine first. But my suggestion would be to spend your money elsewhere with another, reputable, retailer.

Same story as others here. Deferring delivery dates in some instances without telling us. Day off work wasted for a delivery that was never coming! In the end we demanded refund and went to a properly run company. DO NOT WASTE YOUR TIME WITH THIS CREW

2 microwaves couldn't be delivered then cancelled then sold to someone else.
I purchased these 2 microwaves to be delivered on 08/02/21 however DPD never contacted us to give access as there is a gate and every time they sent an email saying "Oups, we missed you". I then asked the microwaves to be sent to an office address.
The appliance direct customer service decided to cancel the order get their product back and sold them to someone else.
Now the kitchen is made to measure and we used those measures to build it.
When I called them it was difficult to reach them and after 2 calls I realised how much my phone bill was building up as it is NOT FREE to call them.
5-6 emails later I found out they sold the microwaves to someone else and I am offered either a refund or asked to order something else. Cheap service, horrible communication, stressful experience.
For Applicancedirect's ref, sale order no 40979560