Geoffrey Cooling
Long-standing customer of the company having spent thousands of euro on both white and brown goods over the years. Purchased a fridge from them recently as our one broke down. Delivery team astonishingly managed to hit the new fridge and old fridge of most surfaces in the house in their haste to get it in and the old one out. We were surprised that they didn't remove the box, as usually they always do. We soon discovered why. The bottom door of the new fridge has two gouges in it close to the bottom. We called immediately on the 11th of August, just after the delivery to log a complaint. I spoke to a nice girl on their customer care team for over thirteen minutes, she said it was being escalated to a manager and expect a call within 24 hours. Today, the 16th of August I finally became tired of waiting. I call again, manage to speak to someone and get cut off. Then I re-call, manage to speak to a girl and she tells me the complaint wasn't logged. To be honest, the first girl I spoke to on the 11th was thorough, so I can perhaps accept that there was some sort of system issue. I explain that I am not happy, I am a longstanding customer and I want it resolved. Put on hold, expecting to speak to a manager, the girl comes back on, no manager. Offers me an exchange and twenty euro good will gesture. I don't want twenty euro, I want to speak to a manager who can explain to me why this has happened. I want to know why, their systems have failed, and finally I want to know how and when they can remedy this in the most efficient way possible. I just want the door replaced, I don't want a new fridge, I don't want the hassle of a new fridge. I don't want the hassle of juggling frozen food while I wait five hours for a new fridge to be ready. Terrible service, lovely customer care girl, but terrible service. Do they think they are the only outlet for white and brown goods in Ireland? Or is this just the way they treat all loyal return customers?
2 months ago
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