I decided the cheapest way to get a new mobile phone was to buy one independently of a service provider. So I did... from Appliances Direct - best price and one of the few who supply the colour I wanted. Ironically they offer a discount of £20 if you sign up to Which? on a month's trial. Ironic because they will now be my next port of call to complain! The phone arrived the day after ordering and I began using it the day after that. In less than one month the phone was defective and unusable. No problem, I thought, as the likes of John Lewis and similar REPUTABLE retailers would not hesitate in replacing the faulty product. Not Appliances Direct. The customer service rep told me that I had to contact Samsung to arrange a repair. So, to translate and sum up - "we've supplied you a faulty and unfit for purpose mobile phone that's gone wrong in less than 30 days. Arrange for it to be repaired yourself." Samsung were helpful and arranged a courier to collect my phone the next day quoting up to 5 days for the repair. After a week or do I called them and the part was not available until another week or two. I called after the expected repair date but was told that the part wasn't actually going to be in until another 3 weeks! I'm not going to bash Samsung, as the issue here is the lack of interest from Appliances Direct. I called them to tell them their 'no fuss' way of dealing with faults was inaccurate, that their default stance of referring the early fault to the manufacturer was not ensuring 'i am not without my device for too long' was failing. Initially I was told there was nothing they were willing to do and let's wait another couple of weeks to see if that part came in. I called in again to suggest that somebody got a grip of this issue and acknowledged they were failing in their customer service and support. Maybe that given my phone has now been gone for longer than I had it in the first place, God forbid... just replace the phone. A case was raised but then heard nothing. When I had to chase them again I was told that yes, we are going to replace the phone for you. You just need to pay to send it back to us for us to check the fault. I was told this process would take up to 3 working days. I was later told it takes until the 3rd day. Today, after working day number 6 I called in. A lot of sympathy and understanding from the Service rep who was going to speak to her boss to get things progressed. She is going to call back before 6pm today and it is now 17:35 and the clock is still ticking. The joke is that I just received an email from Appliances Direct saying my goods are booked in for repair and can take up to 28 days!! Now I am considering further action against them as I am beyond angry. Of course you may be lucky if you choose them. Just don't expect customer service if you actually need it. I don't usually listen to the few negative reviews when researching products or retailers. This time I should have noted the overwhelming evidence that Appliances Direct are rubbish. I am not a regular reviewer and only leave reviews for very good or very bad service or quality. Good luck...