Where to turn?

iggyweb

I purchased a new Samsung refrigerator on the 6th April which I had to pay extra for a two man team to deliver.

My partner took the day off to wait for the fridge but the van broke down and they were unable to deliver. I arrange redelivery, again my partner had to take the day off to await delivery but only one person turned up.

The fridge arrived with 2 faulty handles and 3 scratched/blemished doors.

Masterfix arranged for the doors to be replaced by a Samsung engineer, to which both my partner and I had had to take the afternoon off to inspect the new doors.

Unfortunately all 3 doors were again damaged/blemished so I instructed Masterfix to re-order and inspect all replacement parts to ensure neither my partner or I took any further time off work.

Still to this date we have had no apology from Samsung nor Appliance City, no mention of compensation or resolution to this matter.

Masterfix have since order a further 3 sets of placement doors but still not had a satisfactory set delivered.

Nearly 2 month have passed, I have placed several calls to Appliance City to the head of Customer Services to only be fobbed off with promises to ring back and resolve which never happens.

I have been referred to a contact at Samsung but despite leaving messages, nobody has contacted me back.

I am at my wits end, can somebody please advise as how to resolve this matter?

battleborn

Get a refund and take your custom elsewhere, as they are clearly incapable of deliverying goods.

Marker_2

I would put an official complaint in seeking a full working order fridge by 'x' date and '£x' lost wages for the failed deliveries. Start with a written formal complaint, and request an acknowledge and response within 14 days. If no further forward send a complaint, including your original complaint to Trading Standards.

Hope you are reimbursed for all the time you have wasted. Not acceptable at all.

iggyweb

Thank you, I have had a call from a more senior manager from Appliance Direct than the Customer Services Manager, who has apologised and has said that Samsung are looking to resolved within the next 3 working days.

No mention of refund, compensation as yet so will wait a few more days to see what transpires then time to put pen to paper re formal complaints, etc...

Many thanks again.

wealdroam

Iggyweb, it might be an idea to have a read of MSE's Failed Delivery article.

I know your situation isn't a failed delivery, but the principle of a company wasting a consumer's time is exactly the same.

Just curious to know why "both my partner and I had had to take the afternoon off to inspect the new doors".
Why did both of you need to take time off work to inspect the replacement doors?

shaun_from_Africa

As Battleborn stated, you still have the legal right to reject the appliance and ask for a full refund.
If you write to Appliance Direct stating this, they may be a bit more forthcoming with regards to paying you something for your wasted time.

Even though you accepted a repair, this doesn't diminish your SOGA rights with regard to rejection.

shaun_from_Africa

I think you've misread the post weald.
It was only the OP's partner that took time off.

My partner took the day off to wait for the fridge but the van broke down and they were unable to deliver. I arrange redelivery, again my partner had to take the day off to await delivery but only one person turned up.

csh_2

iggyweb wrote: »

Masterfix arranged for the doors to be replaced by a Samsung engineer, to which both my partner and I had had to take the afternoon off to inspect the new doors

No, they didn't misread it.

Slowhand

shaun_from_Africa wrote: »

I think you've misread the post weald.
It was only the OP's partner that took time off.

Read paragraph 4 again.

shaun_from_Africa

Fair enough, my mistake.

iggyweb

Sorry for the debate, I meant to say I had to take the afternoon off to inspect the new doors, my partner wasted 2 days actually waiting for the refrigerator.

Had a second call back from Appliance City to which the initial delivery fee is being refunded as they failed to deliver with a two man team and I have been promised the matter has been escalated at Samsung and there has been a mention of goodwill gesture but I am looking for consequential loss not a free toaster.