Boots Kitchen appliances can't deliver my dishwasher!!

pinkpinkfizz

My dishwasher broke and I had to save about 2 months to buy a new one... Then I searched through MSE and found the best cashback site deal, checking delivery etc to get me the cheapest price. It took a while but in the end I worked out that Boots Kitchen appliances were going to give me the most for my money.

I placed the order online, through quidco, on the 27th October 2006. The website says delivery within 7 days but my order was scheduled for the 6th Nov, It was a bit longer to wait than I wanted but I thought never mind! I received a phone call last friday at 6pm to confirm delivery between 1.30 - 5.30pm on Monday 6th. Monday came I cleared the space and readied myself for delivery... by 5.15 I had my doubts and so my husband said he would call them,as I had to take our son to the doctor. I caught the conversation on the way out the door, something about not arriving, I was very angry but couldn't take the phone as was on my way out. Whilst I was out Boots called back and stressed how sorry they were and that they would investigate and call me back by 3pm the next day to tell me why they hadnt delivered and to re-arrange the delivery. They never called. I had to call them and they had no explanation for me. I asked to speak with a supervisor and told him how disappointed I was, I asked to be compensated for the wasted time my husband took off work the day before. The supervisor was very nice and arranged a refund of my delivery fee £19.99 which Boots do as standard if they cant get it right the first time... and I said that I felt I was entilted to further compensation so he arranged for a free 2 year warranty on the dishwsher and a promise that it would be delivered on monday 13th November.. he even agreed that if it didnt arrive he would come and wash my dishes for me!!
Today around 5 o'clock my husband asked if we had received a call to confirm delivery time for monday... OH NO.... we hadnt!! He called them and NO DELIVERY SCHEDULED for this monday They have no explanation and have said that this is being passed to "The escalation team" on monday...

I am SO disappointed, I saved hard, took great time and effort to get the best deal and now I wish I had just used comet!"!:eek:

I am at a complete loss as to what to say to them on Monday, I do really want that dishwasher, and the quidco money and double boots advantage points that go with it... but their service is so poor I am tempted to tell them to cancel the order...

Any advice greatly received??

pinkpinkfizz

I am so disappointed with Boots kitchen appliances again today.

I have just come off the phone and they have no answers as to why they are unable to deliver the dishwasher. They have only said they are waiting for a response from the courier company as to why it's not being delivered and then they can tell me what, when & why?? This is SO frustrating, I could cry

I realise its only a dishwasher but I am gutted... I think its the vagueness and lack of care that they seem to show on the telephone. It's all just matter of fact and if I'm not happy, feel free to take my business elsewhere.

Boots Kitchen Appliances are by FAR ... the worst company I have ever been unfortunate enough to deal with!:mad: :mad: :mad:

They are supposed to be calling me back sometime today.. I won't hold my breath

Money_Saver

Try and hang out til wednesday if not cancel after all youve got 2 years extra insurance out of them your cashback and your boots points. I hope it will be delivered soon for you. If you go and order from elsewhere you'll probably receive the original one. It's happened to me before!

Really frustrating i know. Try and get a 1-2-1 contact at Boots and keep pushing them.

HTH

MS

Whits

I work for Comet and we refund delivery costs if we miss our agreed timeslot, this is because we do the delivering ourselves and we want to give customers the best service.

I can't imagine why a company as large as boots can't have their own delivery service, unless this their first attempt at it, in which case, they are not giving you the service you require.

Demand a refund and go somewhere else, all consumers should get a fair deal no matter what the item or cost.

pinkpinkfizz

Well low and behold I called them this morning to see if they had a delivery date for me and they said it would be with me by 10.30 this morning. :eek:

10.15 : lorry arrived, 2 guys came to my door and asked where did I want it to go.... ehm.. in my kitchen??!!

They literally took a step in the door put it down and said "sorry we don't have a delivery invoice or anything like that, you can sign this peice of paper if you want" it really was a scrap of paper! I asked could i state it was "NOT INSPECTED" and they said "yeah, it'll be fine anyhow. so yeah just do that" and then they were gone. Quickest time ever.. I started to remove the packaging and when I pulled down the plastic from the front door 2 BIG BASHES, _pale_ I nearly fainted!! not more hassle !!! I ran outside to see if the lorry was anywhere to be seen but it was long gone.

I called Boots AGAIN, and the lady said she would arrange an uplift and re-delivery, she was very sorry and said we could discuss further compensation when my next dishwasher arrives. I could hardly speak to her, I was so upset, tears streaming down my face (yes... I know its only a dishwasher but its been such a nightmare and I thought it was finally all over) She has made a complaint with the delivery company about the fact they didnt unwrap the goods to check the condition, it's part of the contract apparently, and rebooked my delivery/uplift for 22nd Nov.

:shocked:Thing is though, I then went on the phone to Hoover customer services to find out why it would take so long to get a replacement and discoverd they have none in stock, they are going back onto the production line on the 23rd Nov and the earliest date for delivery to any company is the 27th..... I have just passed this info onto Boots customer service and I am waiting for a call back! :shocked:

I dont think they can surprise me with anything else now and I really don't know what I am going to do but PLEASE TAKE NOTE DO NOT USE BOOTS KITCHEN APPLIANCES.:mad:

Any advice, moral support, greatfully received..:wall: :undecided

Stargirl_3

Seeing as there are none of the models you want in stock, can you ask them to upgrade you the the next model that is in stock free of charge for the inconvenience so you get your new dishwasher sooner?

Whits

pinkpinkfizz wrote:

She has made a complaint with the delivery company about the fact they didnt unwrap the goods to check the condition, it's part of the contract apparently

I really am shocked at this disgraceful behaviour:mad:

We have a policy in place that we unpack all white goods, but sometimes a customer wants to do it themselves. If a product is damaged when unpacked then we offer a discount or replacement.

I seriously think you should tell them to refund you the full amount and compensate you for the distress caused, then go to another retailer. Obviously I think you should go to Comet but I think any reputable company would treat you better than this.

Good luck chick

mrme

I would contact Boots direct if I were you Its not actually Boots you are dealing with (its another company, I forget which but they are everywhere!)but if you were to let them know how shocked & upset you are they should sort out your problem.

pinkpinkfizz

Well my fears of gross incompetancy have come true, I had called them to tell them about the Hoover customer service lady telling me that they don't have stock, and they had said to let them look into it... they must have been looking long and hard in the wrong place because they never called me back, AGAIN!!!

So I called them and they had the cheek to try and tell me that "they" had just discovered that they can't get supplies of that model of dishwasher due to a problem at Hoover and that they hadn't actually re-confimred delivery with me for the 22nd anyway. Yes they did, i have a new reference number with the new delivery date confirmed.


They have offered to let me pick an equivelant price dishwasher (or they have given me choice of one that is £20 more expensive) Although the only ones with ANTI-FLOOD, which the one I had picked did have, are more than £60 more expensive.

I have a dishwasher sitting in the middle of my kitchen floor which I can't use and i am supposed to store safely until they can come and collect it. I think I will charge them storage...


I have felt physically sick all day from all the stress and with no end in site I just keep sighing and shaking my head... how could a company get it so badly wrong these days??

Guess I will have to wait until tommorrow and see what that brings as no-one is answering the phone at all now.... oh yes and just a tip for anyone who has to call a company more than once to complain, with-hold your phone number that way they don't have the benefit of knowing who is calling before they pick up!!

Hope this whole fiasco helps someone to go somewhere else and NEVER go to
BOOTS KITCHEN APPLIANCES, They do not deserve anyone's custom.

HomerStig

You're not the only one who's had trouble with Boot Kitchen Appliances (actually operated by DRL Limited who also operate Focus Kitchen Appliances and Sainbury's Kitchen Appliances). When we cancelled an order with them after the fridge we ordered turned out not to be in stock after all, it took 4 weeks and many 0870 phone calls to get the money back (which they shouldn't have taken in the first place). Each time we called we were told we would get the money back by a certain day which came and passed. Eventually we did get £20 compensation after writing to the head of DRL limited. I know at least one other person on this board had the same problem and there are many similar stories on the internet concerning all the DRL kitchen companies. You would think companies like Boots and Sainsbury's wouldn't want to associate themselves with such poor service but I guess not!

The only thing I can say is that they usually sort it out in the end so good luck!

Jim

victory

No, Never buy from Boots Kitchen appliances, I bought and paid for a 7kg condenser dryer on October 27th via the internet.
It said within 7 days-Nov 2nd it arrived-huge dent in the door, they loaded back on the van.
Nov 3- phone call from boots out of stock but will be with you 10/14 days.
Nov 10- I ring them on the 0870 number at my expense! No record of my order!!
Nov 11- found record will be with you Nov 25!!!!!!!!!!!!
Nov 12- I ring to complain and the lovely lady says sorry but that is that, you cannot have it however much you complain until the 25th Nov, 29 days after you first originally ordered it!!!
Problems with boots Kitchen direct- You wanna' believe it!! xx