Finlux Direct UK - www.finlux.co.uk

Their TVs may look cheap but save yourself the hassle and buy a decent brand because when it does go wrong the service is rubbish. You'll spend hours and hours chasing Finlux to get it sorted, and they will mess up somewhere meaning you'll spend even longer dealing with the problem.

Stay clear of Finlux.co.uk

Abysmal levels of customer service if your TV breaks. Over a month to fix, then sent back with no stand. Weeks of promises a replacement has been dispatched. Fake tracking numbers, numerous emails, promises not fulfilled. Appalling.

Buy a decent brand from a reputable retailer. Avoid Finlux.

I am writing to express my total dissatisfaction with Finlux and their courier XDP.

I purchased one of their 55" TV's on eBay recently and was disappointed to receive it only to discover that there was a fault (poor QC as the fault was so obvious - loud buzzing sound from speakers!) and would need sending back. I contacted Finlux who arranged for delivery of the new TV and collection of the old and was given a date of Monday 12th January in the evening by the outfit that is XDP (reviews say it all!).

I stayed in all evening giving up my time and other pursuits to take delivery of the replacement TV that never came. There was no update from the XDP site and the phone just rings and rings! After contacting Finlux for the past three nights via web chat (phone support is essential in 2015 btw), I was informed that there was nothing more that could be done apart from wait for an update that I was told would come at some point! Thursday morning passed and I still had no idea as to when the delivery would take place. Evidently even Finlux reps cannot contact XDP and are as in the dark as us customers! This kind of experience is very damaging to Finlux and how can they possibly compete with the likes of Samsung, LG, Sony etc. when these are the first impressions of the company for some customers?

This incompetence and lack of care is completely unacceptable considering they had taken my money and all I had to show for it was a knackered TV. No updates, no explanation and further more nothing in the way of compensation for this debacle.

After more web chats (always polite but useless I might add) and eventually coaxing a tel number out of a rep, I managed to get through to JTM who are the fulfilment partners of Finlux. Again, more explanation of what had happened etc. but this time actually speaking to someone appeared to do the trick. They booked in a collection for this morning with another courier called Centrex Services and they arrived on time and took away the TV, phew! Now all I have to do is wait for the refund, however I am cynical whether this will go smoothly after my experience.

I appreciate that business' can become swamped with orders etc. (XDP taking on City Link's customers) but for a large company such as Finlux, surely you'd think they would have systems in place to deal with this kind of issue. And one last thing, for the love of god ditch XDP before they lose you any more business.

After multiple emails, web chats, and failed telephone calls, I still haven’t received an apology in any meaningful way and I very much doubt I will.

And just to further illustrate how disorganised Finlux are, I have had three ‘Delivery Status Notification (Failure)’ replies from sending emails to their complaints dept - they can’t even receive emails due to either a full inbox or serious I.T fault at their end!

Unfortunately from hereon I cannot recommend or would buy from Finlux again.

I would like to say that prior to Finlux being purchased by Vestel (a Turkish company) I was a very happy customer, I have purchased 3 TV's in the past with no complaints at all, However my 4tht and final transaction has left shell shocked by their now truly appalling customer service, on a whim I purchased on order number 50630 a 48" smart 3D TV and paid through Paypal for next day delivery not actually expecting to receive it before Monday 29th December because of the Xmas holidays, unfortunately despite keeping in "constant" live chat contact and daily promises of "let me look into this and come back to you" no one ever does and as of the 7th January still no TV, the only honest response so far has been " it has left our warehouse". For those of you that don't know Finlux no longer has a phone line for customers, they do not list a registered or head office anywhere on there paperwork or in a google search, they are not listed at Companies House under the name Finlux Direct or Finlux UK (as a still trading company) they do not list their current MD's name anywhere on the internet and they will not give an address when one is requested, leaving the unsatisfied customers dangling with apparently nowhere to go, my suggestions to anyone unlucky enough to have an issue with this company is to bombard Vestel Turkey with complaints while also reporting them to your local trading standards office along with posting your own reviews, for those who still purchase I would recommend that you do so through Paypal so that if it does go wrong you can claim against them.

Such a shame that it has come to this as despite loving their products I will never ever purchase from Finlux or Vestel white goods in the future.

and as I own holiday property I am a yearly consumer of both TV's and white goods for them their loss not mine.