DeLonghi has lost my coffee maker - what do I do?

digitig

I booked my DeLonghi coffeemaker in for a service six weeks ago, and DeLonghi arranged to have i picked up by ParcelForce. After two weeks I checked and discovered that the coffeemaker had arrived at the ParcelForce depot after one day but had not left it. I raised this with DeLonghi customer support, who said they would escalate it. I have contacted DeLonghi every week since, and simply been told that the case has been escalated and there is nothing they can do. I have been told it is not possible to speak to a superior.

I have now lost patience; I don't believe DeLonghi will do anything unless forced to. When I called this morning I asked for the address of the registered office and after a lot of arguing and coaxing I was given an address in Lutterworth that doesn't seem to match anything registered to DeLonghi at Companies House. The registered address on my repair ticket is in Italy.

Does anyone have any idea how I can put pressure on DeLonghi to do something about this? Presumably they can claim from ParcelForce for losing the package, so compensation or a replacement wouldn't even cost them anything.

bazdvd

a refurbished machine will be all you get from them

digitig

https://forums.moneysavingexpert.com/discussion/comment/81908867#Comment_81908867

That would do - the one they lost wasn't new.

molerat

De'Longhi are marketed in the UK by Kenwood (who are owned by Delonghi SpA). Lutterworth is their distribution centre but may have some customer support functions. The head office is the Kenwood HO in Havant.

Corporate details

Please be advised of our corporate details as follows.

Company name and address: Kenwood Limited, New Lane, Havant, Hampshire PO9 2NH

Exodi

They are quite active against negative reviews on trustpilot - I'd personally start by posting your grievance there: https://uk.trustpilot.com/review/delonghi.com/en-gb

I had an issue cleared up in short order by doing this in the past where I was being repeatedly fobbed off by customer services (not against De'longhi), I was contacted by the head of customer experience which provided an instant solution (and some vague wording encouraging me to re-consider my review!).

Certainly quicker than threatening legal action.

Grumpy_chap

Is this the same coffee machine as here?

https://forums.moneysavingexpert.com/discussion/6657024/consumer-rights-advice/p1

digitig

https://forums.moneysavingexpert.com/discussion/comment/81909102#Comment_81909102

I've tried that. Nothing has happened in a week.