Domestic & General/Comet rant

chubbina

I took out extra cover for our fridge with Domestic & General. I was glad that we did as the fridge was very expensive and we ended up having a few problems with it which could not be rectified. Domestic & General eventually wrote to us to advise us that we were entitled to a replacement. The fridge we own is a Smeg and when we bought it we were offered the choice of which side we wanted the door to open as you can't change the hinge side on these particular fridges. We bought a right sided hinge as a left hand would not fit our kitchen.

The fridge that D&G have offered us is the left hand hinge model and they are unwilling to let me order the one I need as their suppliers Comet do not stock them! Considering Smeg fridges are built to order (or so I've been told) what difference does it make to them what side the hinges are on? So I've had to let them order me a fridge that won't even fit in my kitchen.

Bearing in mind these fridges cost around a grand this is not just a whim that I have! The doors are so chunky too that you need to have extra room for the door to open.

I've tried contacting Smeg, who advised that they could not intervene but D&G should be able to ensure that the right sided hinge is sent to me. D&G emailed me to say ring our 0870 number (I refuse to do that again after ringing them 3 times already and getting nowhere) and Comet say they are not able to request specific requirements to order.

I'm so aggravated by this, it is such a minor detail that could easily be sorted but no-one can be bothered to help.

Is there anything I can do?

hollydays

Suggest they use another supplier?

chubbina

hollydays wrote: »

Suggest they use another supplier?

I've tried that too, they've said they have to use Comet for Smeg products.

SaraSeahorse

say you want replaced like for like

you bought a fridge to open one side and you want it replaced with one the same

in my opinion it is like trying to replace a fridge with a freezer it is not what you bought in first place and is no use to you

what does the small print say on your D&G warranty

"in the event of blah blah we will replace with an item of no use"?

I understand your frustration and would be incredibly cross myself.

Blacksheep1979

Write to them setting out the reasons why you NEED not want the fridge the way it is, that there was no mention at the time of taking out the warranty that they would randomly choose how your kitchen had to be layed out and that unless they come up with an acceptible solution within, say, 14 days you will have to take a legal course of action. Lay it on thick about how this has been going on for a while now and that you've been without a fridge and you'll also be seeking the price of the cover and inconvienience costs for not being able to store food.

They will take alot more notice of a proper written letter (not email) and send it recorded delivery so you can prove it arrived.

hollydays

Also,doublecheck with Comet whether this is true that they cannot get this item.

chubbina

SaraSeahorse wrote: »

say you want replaced like for like

what does the small print say on your D&G warranty

They would say that the replacement is like for like I'd imagine. I've read the D&G small print:

'... we will replace it with equipment of the same or similar make and specification.'

But also:

'If we cannot reasonably arrange a replacement we will pay you a contribution towards the cost of the new equipment, usually this wil be vouchers redeemable from a retailer chosen by us.'

It would save so much hassle if I could order it myself. I think they just see the 'wrong' model as close enough to what I have and that it will do.

Not good enough in my opinion.

I'm going to write to them tomorrow but I have already ordered the fridge - I had to as I didn't want to be without one. Will that make a difference if it's already on order? I'm also waiting for Comet to get back to me. I sent them another email and they promised to look into it this time....

Thanks for the advice everyone.