Kenwood finally said they'd replace toaster, a month later.....nothing and can't get any answers

outwood1

I bought a kettle and toaster direct from Kenwood, and received the warranty info even before the items.

The toaster broke mid October, I reported it online and waited.....well beyond the 10 working days advised when submitted. Then rang and repeated a lot of the same info as submitted online, then waited. Eventually on 11tth November I spoke to someone who said they had everything they needed and would replace it under warranty, marking it urgent. 

Nothing received so I rang on 20th Nov, told urgent meant 8 working days so it was due imminently. Each call involved c 35 to 40 mins holding. 

Nothing...so completed online chat last week, no useful info was given, I just told it would be passed up the line. So I waited again.

I just tried calling and the customer services line is no longer taking calls!

The only way to contact them now is by chat- and guess what 30mins + wait time, emails have a 10 working day response time. And I've just got to the front of the chat queue to find no-one is actually there despite chat being open and its within their working hours!

I just don't know where to go now - all I want is the replacement I was promised, I would prefer not to have a refund as the toaster matches the kettle and my kitchen. 

outwood1

Oh and 15 mins after reaching the front of the queue I get a message saying they're coming - then they disconnected me!

born_again

Do you have to return the old one 1st?

outwood1

They've not asked for it in any calls or chat, as I said all I've been told is that a replacement one is coming to me "urgently". But that was weeks ago.
I'd assume they'd have sent details on where to return the old one if that was the case. 

TheComplaintGuy

Kenwood really should’ve sorted this by now. If they’ve already agreed to replace it, then the hard part’s done — someone just hasn’t bothered to actually send the thing out.

At this point I’d stop faffing around with calls and just stick something in writing. Keep it short:

“Replacement agreed on X date. Still nothing. Please confirm dispatch or issue the refund you owe me.”

They tend to move a lot quicker once you put it in writing and give them a nudge.

If you can remember who originally approved the replacement, that sometimes helps too, but you’re well within your rights to chase this properly.

outwood1

I received an email yesterday to say one would sent, so approx 2 months from my first complaint and a month since they agreed to replace it
Very poor