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“Disgusting delivery & installation service - washing...”

written by Customer_111 on 20/12/2014

Don't buy from Currys or Dixons. What you could from them is just lots of waiting, frustration and expensive calls to their customer service. To keep the story short, I bought a washing machine and installation service from Currys. Tried arranging the delivery for 5 times - all fail! I still haven't got the washing machine yet... For more details, see below:

I ordered the washing machine online on 14th Nov 2014 and scheduled the delivery for two weeks later. No one turned up on the expected delivery date and there was no communication at all. I logged into the tracking system, it said - On the way, until I checked again around midnight. I called the customer service in the evening and they agreed to get the delivery team to give me an update. There was no update until I had to call again in the next day, and got re-book.

On the second delivery, I called three times to the customer service to keep track of the process. The driver turned up an hour late and said that they are not qualified to disconnect my old integrated washing machine. They took the washing mashing away and I had to re-schedule for the third time and paid £90 for disconnecting integrated washing machine.

For the third time, same thing happened - no driver turned up and no phone call. I left a message to the delivery providing my tenant's phone number at the second time, I've made it very clear that the driver needs to contact my tenants to get into the building. I've confirmed with my tenants that he didn't receive any phone call from the driver and no one rang the door bell (of course the driver wouldn't be able to get into the building if he didn't try to ask for the door open - common sense). I called the customer service number and talked to the manager in the delivery team. His manner and attitude was totally unacceptable and made me as a customer feeling even more frustrated. His "solution" to this issue is that - wait for the washing machine back to the depot, wait for the next available delivery date to be updated in the system and wait for them providing this date to me and call the expensive customer service number and hope to get through within half an hour to change it if I am not happy with assigned delivery date. As it's been the forth time I had to deal with the failed delivery with Knowhow, I am quite sure this could be done within the same call. If a manager within a retail service department could not handle a customer properly, I can see why the delivery service in Knowhow is so rubbish.

I called the customer service department - the lady sounds much nicer and promised it will be delivered on the following date. They do turn up within the promised time - but the guy said he is not able to disconnect my old washing machine and install the new one as the same reason as the second time...

Never buy from Currys or Dixons or any companies under Dixons and Carphone Warehouse group!