Appliances Direct - Deliver when they want to not the date you choose.

pulliptears
pulliptears Posts: 14,575
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edited 20 November 2021 at 2:48PM in Praise, vent & warnings
Just a small warning over Appliances Direct.
I've used this company a few times with no problems, but this time was farcical.

Beginning of October, Friday evening.  Order Dishwasher for a kitchen refit.  Chose an order date of the 8th November from their delivery calendar as I A, know this is when I will be in and B, I don't want a large appliance in the way until needed.

Two days later receive a dispatch notification.  Immediately contact AD and say "No, this doesn't suit" and am told to refuse delivery when the driver calls, then call their CS who will arrange a redelivery on the date chosen.
Monday morning, driver calls, I explain and he tells me this happens a lot.  Dishwasher is taken away.  I call AD who now say "Oh yes, it's now Out of Stock, we can't redeliver".  I question how it can be when the item I have already paid for is on their lorry but get no sensible explanation.  I ask them to refund immediately.  I'm told this will be within the week.

A week and a half later no refund.  I'm about to call when I get yet another dispatch email.  I call them again, getting little sense but they tell me to contact their delivery company and rearrange with them.  I do.  They apologise and put the delivery in for the 11th November as originally requested in the first place.
Monday morning, unsurprisingly I get a phone call, "we're an hour away".   By this point I didn't fancy my chances of a refund or rearranging it again so made several calls to relatives to get someone to the house to accept it.  I've then spent 3 weeks with an appliance blocking a room and causing a little more annoyance in a refit thats already turned the home upside down.

There are many reasons people chose a delivery date.  Some may want appliances for a new home they will complete on, or a tenancy that begins on a certain date.  It may be something as simple as they aren't bloody in.  So if you do order from Appliances Direct just bear in mind that you can tell them when you want your item, but ultimately they will deliver it when they want to anyway.

Comments

  • Just a small warning over Appliances Direct.
    I've used this company a few times with no problems, but this time was farcical.

    Beginning of October, Friday evening.  Order Dishwasher for a kitchen refit.  Chose an order date of the 8th November from their delivery calendar as I A, know this is when I will be in and B, I don't want a large appliance in the way until needed.

    Two days later receive a dispatch notification.  Immediately contact AD and say "No, this doesn't suit" and am told to refuse delivery when the driver calls, then call their CS who will arrange a redelivery on the date chosen.
    Monday morning, driver calls, I explain and he tells me this happens a lot.  Dishwasher is taken away.  I call AD who now say "Oh yes, it's now Out of Stock, we can't redeliver".  I question how it can be when the item I have already paid for is on their lorry but get no sensible explanation.  I ask them to refund immediately.  I'm told this will be within the week.

    A week and a half later no refund.  I'm about to call when I get yet another dispatch email.  I call them again, getting little sense but they tell me to contact their delivery company and rearrange with them.  I do.  They apologise and put the delivery in for the 11th November as originally requested in the first place.
    Monday morning, unsurprisingly I get a phone call, "we're an hour away".   By this point I didn't fancy my chances of a refund or rearranging it again so made several calls to relatives to get someone to the house to accept it.  I've then spent 3 weeks with an appliance blocking a room and causing a little more annoyance in a refit thats already turned the home upside down.

    There are many reasons people chose a delivery date.  Some may want appliances for a new home they will complete on, or a tenancy that begins on a certain date.  It may be something as simple as they aren't bloody in.  So if you do order from Appliances Direct just bear in mind that you can tell them when you want your item, but ultimately they will deliver it when they want to anyway.


    I've used this company a few times with no problems, but this time was farcical.
    Other than the few times where they delivered it "without problems" of course.
  • ComicGeek
    ComicGeek Posts: 1,539
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    I've only ordered from them once, wouldn't do it again. The delivery part was a complete farce.

    Ordered on Thursday for a Saturday delivery. Multiple emails and texts confirming a delivery time slot for Saturday. Never arrvied, and when I spoke to the delivery company they said they don't deliver on Saturday... Reorganised for another day, but then got a call saying that the delivery driver had exceeded their hours and couldn't deliver. The next slot they could offer was a week later, which didn't work for me.

    When I called Appliances Direct to cancel the order they said that I had to reject the delivery. As I wouldn't be home for any times they could deliver, I finally convinced them that it would be a waste of everyone's time and they agreed to cancel. The delivery company still tried to deliver it 3 times - on the 3rd time I was actually there, and they said that all of their deliveries so far with AD had been cancelled and no-one had told them.

    I did finally get a full refund after chasing, but it was extremely poor customer service and wasted a lot of everyone's time. They just couldn't cope when something went wrong, and that's really when you see how good a company is, or isn't....  
  • pulliptears
    pulliptears Posts: 14,575
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    ComicGeek said:
    I've only ordered from them once, wouldn't do it again. The delivery part was a complete farce.

    Ordered on Thursday for a Saturday delivery. Multiple emails and texts confirming a delivery time slot for Saturday. Never arrvied, and when I spoke to the delivery company they said they don't deliver on Saturday... Reorganised for another day, but then got a call saying that the delivery driver had exceeded their hours and couldn't deliver. The next slot they could offer was a week later, which didn't work for me.

    When I called Appliances Direct to cancel the order they said that I had to reject the delivery. As I wouldn't be home for any times they could deliver, I finally convinced them that it would be a waste of everyone's time and they agreed to cancel. The delivery company still tried to deliver it 3 times - on the 3rd time I was actually there, and they said that all of their deliveries so far with AD had been cancelled and no-one had told them.

    I did finally get a full refund after chasing, but it was extremely poor customer service and wasted a lot of everyone's time. They just couldn't cope when something went wrong, and that's really when you see how good a company is, or isn't....  

    Indeed.  My previous orders were small appliances so didn't really require much in the way of logistics.  It's when they have to deliver something larger than a kettle they seem to struggle.  I'm certain there is no communication between them and their delivery company.

    Annoyingly they were slightly cheaper for a microwave I wanted, but I happily paid £10 more for it from somewhere else.
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