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Written on: 27/10/2012 by mr-spunky (1 review written)

After our fridge freezer broke down, my fiance and I bought a new Hotpoint one from the Carlisle Currys store on Tuesday 23.10.2012. We needed the item sooner rather than later so paid the £18 for the next available delivery slot on Thursday 25.10.2012. We were given a 4 hour window but told the delivery team would contact us 1 hr prior to delivery. 1st failure, they didn't! Not such a big issue but having been promised this they really should have rang.
My fiance and I both work full time so had arranged for my future in-laws to come and be in for the delivery. When the team did arrive they brought our fridge freezer complete with its wrapping to the door and said it would not fit through so they'd have to leave it there! My fiances mother suggested that they remove the wrapping and it would fit through the door (My partner and I had measured the doorways and appliance space prior to purchase). The delivery team complained about doing this but did so under great duress.
Once inside the house the team 'dumped' the new appliance in the middle of the room and left with our old one. No effort was made to locate the large, heavy fridge freezer, to remove the last of the packaging or indeed take away any of the rubbish. My relatives, who are in their 70's were left to struggle the item into place and also had to put the rubbish into our garage.
Our customer order confirmation clearly states that 'We'll unpack your product and dispose of the packaging for you' & 'Before we leave we'll make sure you're happy with the work we have done' -PAH!

As if all of this was not bad enough I also had to endure a 30 minute call with their customer service team(08445 616263) who had the worst attitude I have ever encountered! I called to inform them that we were not at all happy with the service and that they should look into their delivery teams' conduct. The 1st person i spoke to was quite ok with me and listened to what i had to say before offering me a full refund of the delivery fee (£18). HOWEVER......... I was then passed through to somebody else who was apparently going to process the refund and this is where it began to change! The second man told me that as the company had not failed to deliver the product I would not get my full £18 refund, and just a £10 refund instead. I once again explained the whole delivery fiasco and he was adamant that no refund was necessary at all as the company had fully carried out the delivery and that I should be grateful for the £10! I pointed out that as they had not kept to all agreed terms of the delivery agreement ie removing rubbish that this was not acceptable. He was very abrupt, rude and abusive in his tone, attitude and even suggested that if someone came and picked up the rubbish then I'd get nothing! After almost 30 minutes on the phone I requested to speak to a manager, which was refused! He said that a manager would not want to speak to me and that there was no need. The call handler said he would go and speak to somebody and come back to me instead. After about another 5 minutes on hold the handler came back and said that he would "give me the £18 just to stop the argument". Really professional and polite! I was given a case number and promised that I would be called back later today to arrange the refund. I'm not holding my breath, and may just end up back at the shop asking for my money yet! I might just take them their rubbish back too!!!

I have asked friends & family as well as looked online at these review sites. It would seem I'm certainly not alone in my despair at how this company can operate such a lousy level of service. If you haven't used them yet, don't! We certainly won't be rushing back!


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