Damaged on delivery, no collection, no refund PROBLEM!

notmyname123

Please help/advise.

I bought a Bosch washing machine from BSH home appliances on 16 Dec 2025. It was delivered on 09 Jan 2025 and was received damaged. I reported the damage immediately that day and as instructed sent images to customer services.

In the past 3 weeks, I have sent at least 7 more emails asking when the machine will be collected and have received 6 replies saying that the problem is with the courier who the retailer said they were still waiting to hear from. The retailer also said that they will not issue a refund until they have received the machine and that it can take a further 14 days post receipt for the refund to be issued. At the time of writing, the washing machine remains in its plastic wrap in my kitchen and it's now 7 weeks since I paid for it.

On 03 Feb I wrote again saying BSH had breached the consumer rights Act (2015), that the responsibility to collect lay with them and that I am due a full refund.

In reply I received an email with a new subject heading "no further action" saying that an attempt had been made to collect the machine on 27 Jan "but crew were advised nothing to collect".

On the contrary, having never received a collection date or time, I was at work and there was no one at home to issue such advice. In addition, I have an email dated 27 Jan from the same customer services employee explaining in some detail as to why the machine had not been collected and that "once we have a response from them [the delivery agents], we will be able to advise further on the collection." I have not ever been advised further on collection.

What can I do now? Please advise. Many thanks.

Woodstok2000

Send them a letter/email laying out exactly what you expect them to do, and giving them a reasonable deadline to comply (e.g. 14 days for full refund and collection). Explain that if they don't comply you will be initiating legal action via the small claims court

Copy in Gunjan.Srivastava@bshg .com and any other senior leaders you can find emails for. LinkedIn is a good place to try and message them too.

Did you pay by credit card? S75 could be useful here.

Ergates

Search for a "Letter before action" template, there are a number available on the web along with guidelines for how to fill them in.

notmyname123

https://forums.moneysavingexpert.com/discussion/comment/81870836#Comment_81870836

Thanks. Machine collected Feb 13th more than a month since it was delivered damaged. No forewarning or notification about collection. My doorbell cam alerted me that the courier was there. Phoned the courier company and pleaded with them to give me the chance to get home (My office is nearby.)

Today (Feb 17) still no refund having paid for it on Dec 16.

Wholly unimpressed. I’m trying to refer to the Ombudsman but it seems neither BSH home appliances nor BOSCH home appliances are registered with it.

I think I’ll take your advice and email the top folk.
Thanks again.

Okell

https://forums.moneysavingexpert.com/discussion/comment/81889146#Comment_81889146

Unfortunately the Consumer Rights Act gives the retailer up to 14 days after they have agreed a refund is due in which to pay it.

Have they agreed a refund is due yet, or do they want to inspect the damage first?

the_lunatic_is_in_my_head

https://forums.moneysavingexpert.com/discussion/comment/81889498#Comment_81889498

Same paragraph does also say “without undue delay” 🙂

notmyname123

https://forums.moneysavingexpert.com/discussion/comment/81870836#Comment_81870836

Since your suggestion to contact the top people, I've found that the CEO quit in January and has not been replaced yet and that it's very hard to find anyone's direct email and it's not possible to message them via LinkedIn (at least as a non premium member). Thanks all the same. (Feb 22 and still no refund)

notmyname123

https://forums.moneysavingexpert.com/discussion/comment/81890537#Comment_81890537

Hahaha - thanks, I'd like this. Still no refund by Feb 22.

Alderbank

https://forums.moneysavingexpert.com/discussion/comment/81894924#Comment_81894924

Indeed, Gunjan was the last to go a couple of weeks ago.

Christian Prentzel had left in November and Jochem Ijbema at the end of October.

Katrin Heigel is all that is left there now but she was only appointed in November 2025. I'm sure she would like to hear from you but she probably has a lot on her plate currently, what with her move from Germany over to England and such.

She can be contacted on the German-speaking part of Linkedin

https://www.linkedin.com/in/katrin-heigel-387b261a3/