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“Good cooker, terrible service”

Written on: 02/03/2015

We ordered a Hotpoint HUG61 gas cooker from Tesco Direct two weeks ago. The cooker arrived about 12:30 on the Friday afternoon, but the gas engineer did not. After no assistance from the unhelpful delivery driver and a number of phone calls an engineer arrived at 5:45pm to disconnect the old cooker for the delivery driver to remove. Obviously the driver was long gone! No apology was given at anytime. The engineer pointed out that the gas supply was too low so he refused to connect the cooker and disconnected the old one. So, 2 cookers in the kitchen but no cooker to use over the weekend. If the engineer had arrived as promised at the same time as the new cooker was delivered the old one would have been removed and we would have had time to get a gas engineer to re-site the supply to connect the new one.
After a trip to the tip and a call to our friendly plumber/gas engineer on Monday we finally had a working cooker by Monday evening.
We contacted Hotpoint (the third party) last Monday but found that they don't accept complaints over the phone or by email, only by letter (funny that they took out money via Tesco over the internet). No apology either.
We then contacted Tesco who did apologise and promised an immediate refund of our connection fee and a confirmation email. One week later no refund and no confirmation email. So, another phone call this morning and another apology - apparently the member of staff dealing with my original call was new and did not press the submit button on the screen so the refund request was not processed.
Hopefully we will have been refunded now.
So, promises not kept by either party and no apologies from Hotpoint.
Don't think we will be using them again!

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