Faulty item - no sign of customer service I ordered an Air conditioner from Appliances Direct, paid extra for next day delivery too. I got an email that morning to say it was not coming. When it did arrive 4 days late it was faulty - the top flap does not open to allow air out of the unit. I called their customer services (an 0871 that you have to pay at least 14p a minute to call) waited on hold for around 15 minutes only to be told their air conditioning customer services was a different telephone number. So I called the other number I was given, and told them about the problem. They said that a return would be arranged and someone would call me straight back to make the arrangements. Two days later, I'm still waiting for this phone call. Originally I would have settled for a replacement, now I want a refund and nothing more to do with this company! Update - I finally got a phone call after sending my details to the agent that replied to my review. And a return was arranged. Then after the call, whilst I was packaging the unit up for return I received a voicemail from Appliances Direct. Stating that the faulty part is not really needed on a portable air conditioner, so they want to know if I will keep it and if I will give them a call back on their 14p per minute 0871 number, to confirm that I will keep it. NO I WILL NOT KEEP A FAULTY ITEM THAT I PAID FULL PRICE FOR! And surprise, surprise, when it actually came to the day of collection, the courier refused to take the air conditioner because it weighed over 30Kg and was booked in by Appliances Direct as only weighing 1Kg. It took over 40 minutes on the phone only to be told they will attempt to collect again on Monday. So now I will have been waiting in for collection for three days! YOU REALLY ARE A JOKE OF A COMPANY! Update #2 It got to lunch time on Monday and I contacted appliancesdirect again (on their 0871 number) and was left on hold for around another 20 minutes before I could speak to anyone. I enquired about the timeslot for collection today, only to be told they do not offer those and in fact my collection had not been booked at all. I was not allowed to speak to the returns department as "Everyone from the returns department is in a meeting - including their managers" and someone would be in touch within the next 3 days. No offer was made of collection again. I immediately contacted Trading Standards, who informed me they have a history of this company and my best course of action was to initiate a charge-back with my bank to reclaim the money I paid. Normally they would advise to write a letter, but these don't work with appliances direct. I have now initiated this charge-back and if appliancesdirect do not collect my air conditioner, I will be returning it using the UPS and billing to the receiver.