Dreadful customer service

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  • Customer Service

  • Quality of website

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gallic's review of Appliance World - www.appliance-world.co.uk

★☆☆☆☆

“Dreadful customer service”

Written on: 04/01/2012 by gallic (6 reviews written)

We were having the kitchen refitted in November 2011 and went shopping around for a Siemens appliances including a pyro oven, a pyro combi micro oven, a warming drawer and a gas hob. Came across Appliance World and their prices were keen at £2800 but said contact us for a best multi-deal price. This turned out to be only the same as their advertised web prices. From then on, every few days there would be an email asking if we'd decided on our order yet and they seemed so really switched on that the order for the items was placed over the weekend of 22 October.

Early the following week, I phoned their office to get an approximate date for delivery so that our kitchen fitters could be scheduled but got a stock answer of 10-14 working working. No amount of polite coaxing produced any more information. Just a brush off.

On the 8 November I phoned again and was told that the items were in stock but delivery would not be until week commencing 14 November and if we wanted them earlier, we could pay for the additional cost of a courier or collect ourselves. We opted to self-collect which incurred a 300 mile round trip and no delivery refund was offered.

This company urgently needs to review its Customer Service. Its great before an order is placed but the minute they receive your order (and money!), it becomes absolutely dreadful. Apparently you can pay just a 10% deposit but that isn't clear on the website and the full amount is taken immediately. This practice contravenes credit card sales regulations where goods should not be charged for until the items are despatched.

Cheapest doesn't mean cheerful. Beware of this company

  • Siemens pyro oven + Siemens pyro combi-oven + Siemens warming drawer + Siemens gas hob total £2800

    Goods purchased & cost

  • Up to a week late

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

Applianceworlduk's Response to gallic's Review

Written on: 05/01/2012

Dear Mr Duthie,

Firstly let me apologise that you feel let down by our after-sales service. We aim to deliver within the quoted 10-14 working days however, on this occasion, it proved impossible as our delivery vans were completely booked up during the busy pre-Christmas period.

Our customer service team weren't able to be more specific than 10-14 working days as, unfortunately, we cannot allocate delivery dates for items which are not yet in stock at our warehouse.

Additionally, there was a delay in the items reaching us from our supplier which meant that the delivery would have been 16 working days had you not opted to self-collect (just two days more than quoted).

With regards to the delivery charge, there was no charge added to your order so there was nothing to refund. Had there been one, we would have of course been happy to refund it.

We do openly state in our terms and conditions (listed on our website: http://www.appliance-world.co.uk/info/Terms+and+Conditions+of+Sale.html and attached to the order acknowledgement) that "We are happy to accept a deposit of at least 10%, with the balance to be paid prior to dispatch." However, we apologise if this was not made clear at the point of ordering.

Since the time of your order, we have dedicated a member of our team to more actively communicating order status to the customer which is something that we as a company
are working extremely hard to improve on.

We sincerely hope that you would contact us in the future when you are looking for kitchen appliances.

Kind regards,

Jordan
Customer Care

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