I recently purchased a fridge freezer from Robert Dyas which was deliver two weeks ago. The fridge freezer came from one of there trusted suppliers “product care”. I didn’t realise that when you buy a product with Robert Dyas they are just a front for other company’s. They take a commission from other company’s to sell under there umbrella of a well known trust company name. What this means is that if you have an issue they pass you on to the other company to deal with. Even though I brought on the Robert Dyas website. Robert Dyas just tell you that any issue can’t be dealt with by them. They fill out an online form and forward all responsibility onto their so called trusted supplier. So I’m my case between Robert Dyas and Product Care they pass the issue back and forth blaming each other with neither company resolving my problem. So my issue.. I purchased a fridge freezer and the fridge part freezes all the food. I emailed Robert Dyas informing them of this. They wrote back asking me to prove this. I had thrown away the ruined food so was told I had to go and buy some milk put it back in the fridge and take photos before they could do anything. I did this, sent pics and they then sent them onto Product Care. All this took another few days that I went without a fridge. Robert Dyas said on Friday that I would get a call or email from Product Care to arrange for the product to be replaced. On the following Tuesday I got an email asking for a photo of the fridge location to prove that the fridge freezing all the food wasn’t my fault. Then they wanted to go through diagnostics too. I called back Robert Dyas to say that Product Care are not accepting the product is faulty and are asking for me to do a crazy amount of things. Robert Dyas customer services although we’re very nice unlike Product care, could do nothing, saying that it now has nothing to do with them, even though I brought it on their website. They did call through to product care to say what they were asking of me was insane but got no where. I’m sure that if I get a fault product I’m legally entitled for it to be simply picked up and refunded. I’ve asked for a replacement and then after getting no where asked for them to simply pick it up and refund me and I’d go out and buy another one from someone else. I got nowhere with either. I’ve now been asked to turn the fridge off for 24 hrs. I’m currently only using the freezer part of the fridge so they want me to turn it off. Ruin all the food I have in there…again. Then turn it back on for 4 hrs. Go and buy more food and put it in the fridge to check if it still got the same issue. I said I would but I asked if they would cover for the loss of all the food and I also asked if this would finally be all they need to come and collect the fridge freezer and refund me. They wouldn’t confirm this and ended the call. I was very polite and didn’t need to be treated like I was the one causing any issues. I’m a single mum with two kids. It’s one week before Christmas. I do not have the money to keep wasting food. I’m struggling to get by but neither Robert Dyas or Product Care, care about this. I have been forced today to get a loan and go and buy another fridge freezer as I can’t manage without one. I can’t seem to get Robert Dyas to help in anyway with resolving this. They say that they can’t do anything. Their so called trusted supply wouldn’t just accept the product is faulty and want me to do loads of things. All of which take loads of time. Which I’m doing after work in the evenings but this means two weeks I still have a faulty fridge and no confirmation that the product will be collected and that I’ll get a refund. I have now placed an order for a new fridge as I can’t deal with the stress of going between both companies. I spent 3 hours alone yesterday calling between each company. It’s made me feel ill. I would never ever ever recommend buying from either company. Pay more as in the long run the money and time lost to still get nowhere is not worth ever buying from Robert Dyas and especially not from their trusted supplier “product care”.