Name: Appliances Direct
Address: -, - -, Derbyshire
Rating: 4.20

“Unfathomable customer service. It is ridiculous how this company has gone downhill from the last time I bought items from them. Customer service is non existent and for namesake only. Be it unhelpful agents on call who ultimately communicate via email, or those on chat where you have to wait for 60 mins or over to get anything across to them to get the ball rolling or their "eMessage" system which is awful as the messages are never read in full, replied via automated prompts and only keep pointing you back to their FAQs. These FAQs are also nowhere near helpful asthe questions most of this companies customers have won't be on here. So all in all a flop show with customer service. In terms of the product quality, well their own Electriq brand does not seem be doing enough QC on their devices. Got a commercial microwave, which leaks water from door when warming things with it and the fan would not stop rotating with its loud noise even after use. I initially reported this within two-three days of initial use, got told to send proof via email for a 'replacement'. I took a video and a photo and sent it across - no response for a week. Chased it up and got told they had closed the case because they never received my email - fair enough you'd do that in cases where you do not receive proof BUT have the courtesy to inform customers for those genuinely trying to send stuff in like myself. Anyways, repeated the email drill 6 times since then and they only ever received it once. I was told within 48hrs I will have a replacement delivered to me. Ha! I chased it up and got told the case was closed because they had not received any proof, yet again. So of course I send the proof via email for the 7th time. This time they cannot view it so they send an upload link which can only take photos btw. So uploaded one photo. Waited 3 days and no response. Got a text saying that the microwave will be collected by end of the week. I was told a replacement will be provided. Nothing about collection of the device was discussed, it is more frustrating because they do not communicate. I do not mind getting the engineer down to fix it, as they suggested as first resolution to me, but this is something completely out of bounds. So now I am going to be left in a food trade without a microwave over weekend, which to anyone not in food trade too would be obvious that it isn't ideal. I have had no communication about refund, returns or replacement so it is evident that they are trying to get this done as quietly as possible given how they have handled this case. What is beyond me is they still keep calling me from their sales team to open a trade account with them, I tell them every time about resolving my issues first and they promise give a replacement but have not conveyed it to the customer service team thus far, clearly. I have had a couple good experiences with this company so I decided to go with them but I deeply regret taking this decision, as their non existent customer service, relucantance in hearing a customer out and negligence in resolving a trivial issue besides misinformation, false marketing and trade malpractice is appalling and certainly not appealing to any customer looking for good use of their hard earned cash.”

Helpful Report

Posted 7 years ago

“Wow. Just wow. I was delivered a wrong TV bracket size from the one I ordered online. I phoned up. I now have to take a photo and send to them only to wait 24 hours for someone to look at it. For the sake of £15, I am treated like I'm lying about my TV bracket. Seriously. Good customer care would trust the customer, send me the correct size right away and trust that I will post back. Such a shame because the TV is really nice but we were supposed to have the TV put up on the wall tomorrow. Now that is not going to happen. Thank you Appliances direct.”

Helpful Report

Posted 7 years ago

“Wow. Just wow. I was delivered a wrong TV bracket size from the one I ordered online. I phoned up. I now have to take a photo and send to them only to wait 24 hours for someone to look at it. For the sake of £15, I am treated like I'm lying about my TV bracket. Seriously. Good customer care would trust the customer, send me the correct size right away and trust that I will post back. Such a shame because the TV is really nice but we were supposed to have the TV put up on the wall tomorrow. Now that is not going to happen. Thank you Appliances direct.”

Helpful Report

Posted 7 years ago

“Very disappointing. I want to do a big order of items for two kitchens, around 2k worth. Their website wasn't allowing me to add one of the items to my basket, forcing me to choose an option from a drop down list, none of which matched the specifications of the item listed. I raised this with them at the time, and had some back and forth explaining the issue in detail for their tech team. I then patiently waited for a resolution or website fix. Meanwhile the prices of many of the items have jumped up, and they won't honour the original prices, despite having my emails from the time I was trying to buy them! Clearly they can make money at these prices, or they wouldn't have been offering them a few weeks ago. I went back and forth with customer services, but I felt like they were stringing me along and wasting my time. They specifically asked me for details of the every original price (of the 9 items) which I duly provided, only to be told they won't honour them. It begs the question; why ask? surely they had on record what these prices were anyway. I'm very fed up as I spent a lot of time and energy choosing all the items, and now I'm compelled to spend my money elsewhere instead.”

Helpful Report

Posted 7 years ago

“Appalling customer service. Refused to replace a faulty item as I hadn't kept the original box (didn't expect it to become faulty after only two months) or sourced another to house the item, it's a 65" television so not a box you can easily find, tried every avenue to achieve a solution but flatly refused to offer assistance or help, just repeated the same response continuously. Prices may be cheap but service and aftercare extremely poor.”

Helpful Report

Posted 7 years ago

“delivery and installation of a fridge has been reported without my information, I was informed only 3 days later and the rebooking is delaying by another 10 days, more than the 5 working days announced at the beginning, it is a nightmare”

Helpful Report

Posted 7 years ago

“bought a pocophone f1 sent it back last year 2018 for refund still waiting this year 2019 for refund”

Helpful Report

Posted 7 years ago

“After sales customer services are a joke. Asked me to get in touch with main manufacturer as the faulty product will be covered under the manufacturer warranty where in fact it should have been the responsibility of AD as I only purchased from 4 months ago. Finally after various phone calls emails they accepted that they would take the product back in for repair. Apparently they received the product damaged which they blame on the couriers even though I had taken every precaution in the book to pack the product securely. Lost my money with the company and will never use them again.”

Helpful Report

Posted 7 years ago

“I did complain about service week ago But they didn’t even bother to reply I would like to say don’t pay your money before you recive your item as soon after you pay they don’t listen what so ever As I had very bad exerpeance”

Helpful Report

Posted 7 years ago

“False appointments. Delays with delivery. Damaged item in the end. Disgusting customer service. Worst company ever. I would never buy anything from them.”

Helpful Report

Posted 7 years ago

“Still waiting for towel radiator ordered as 1 working day delivery 3 weeks later, I will have to go to courier company to pick up myself due to incompetence of AD supplying wrong address and courier company drivers who apparently cant read numbers. Separate order for washing machine had 3 calls to advise it will be arriving on the 12th only to recieve email on the evening of the 12th to advise it has been delayed till 18th and no phone calls this time. Tonight the 17th have now received another email now advising they it is now not arriving till the 27th and again no phone call from AD, my advice go elsewhere for your white goods this company is a joke with very poor customer service, i have lost 3 working days due to their incompetence.”

Helpful Report

Posted 7 years ago

“We bought, paid for and arranged delivery of 4 kitchen appliances. Everything was in stock. A couple of days prior to delivery we noticed the delivery date had changed. As we had a joiner, electrician and gas fitter booked to fit a new kitchen this wasn’t acceptable so we contacted customer services and ended up having to pay about £30 more to get a different cooker extractor which was in stock, or we would have lost our delivery slot. Added to this on the day of delivery, the van driver decided he couldnt get up the narrow Street and that it was ‘too busy’ with tourists. (Whitby). We had informed the company it would be in their interests to arrive early in the day and that the street was narrow but they clearly didnt listen or bother to note it. Luckily our kitchen fitter stepped in and went in his van to get them from the delivery man at the other side of town! Joke!!! Will not be using again!”

Helpful Report

Posted 7 years ago

“I ordered a freezer on 20/11 for delivery on 5/12. Having made arrangements to be in that day and store the frozen items from the old freezer I was contacted on the 4th to say that delivery would now be on the 8th. Then on the 6th I was contacted again to say that it would be the 28th, so I cancelled the order. They blamed the problem on their supplier, but other retailers don't seem to be affected and in any case they're clearly selling items which they don't actually have in stock. Will never use them again.”

Helpful Report

Posted 7 years ago

“Never again Used this company before with no issue but latest purchase ended in an unacceptable result, and I will never order from this company again. Paid for delivery and waited a week for items, no communication from appliance direct regarding am or pm slot kept checking emails, finally got one at 15.09pm to say sorry but you have to wait another week. Not one to normally complain but I have taken a day from work 'unpaid' to wait in and they let me know at short notice, now spending my unpaid day off and going to find a shop with stock, so don't have to wait in another unpaid day. Secondly they refund the Money and say I have to wait 3 days for it to complete and go in my account, when I griped he said have you never had a refund before it's standard practice. News for appliance direct I boycott useless company's that can't meet there end of the bargain, (my standard practice)”

Helpful Report

Posted 7 years ago

“Absolutely useless. Paid over £600 for my oven and hob and paid £30 for delivery. The day of delivery (30th Nov) came and went, without a single word from anyone. No projected delivery window, no apologies for being a bit late. Not really what you expect when you've paid so much. When I chased them up I got the following explanation: "I have looked into the order and can see that the items have unfortunately been lost in transit." Brilliant. Right before xmas! Electrician was booked for tomorrow too. Well done Appliances Direct, this is one customer you'll never have again.”

Helpful Report

Posted 7 years ago

“Absolutely useless. Paid over £600 for my oven and hob and paid £30 for delivery. The day of delivery (30th Nov) came and went, without a single word from anyone. No projected delivery window, no apologies for being a bit late. Not really what you expect when you've paid so much. When I chased them up I got the following explanation: "I have looked into the order and can see that the items have unfortunately been lost in transit." Brilliant. Right before xmas! Electrician was booked for tomorrow too. Well done Appliances Direct, this is one customer you'll never have again.”

Helpful Report

Posted 7 years ago

“The worst shop in the UK. I bought tumble dryer and it was delivered faulty. I tried to return it next day after delivered, but the shop collect it after 4 weeks and Citizen Advice reaction. It was 11 days ago and I still don't receive my refund. Today the shop send my email: they can refund only appliance, not a delivery cost. I am very unhappy and feel cheated. I lost a lot of time, nerves and money.”

Helpful Report

Posted 7 years ago

“One star is too good for appliances direct. I have used them 3 times and on 2 occasions they couldn’t deliver due to the couier not operating in my area on that day. They are happy enough to give you a date and take payment for next day delivery and then they won’t deliver. I am still waiting for my delivery to turn up. Please do not use appliances direct! There are far better places that are just as competitive on price and in fact most offer better choice of brands. AO is just one. I use AO for now on....just received a next day delivery on time and I paid no more than I would on the shambles called appliances direct. I’m sure trading standards are already aware of the business practices of appliances direct. Do Not Use!!!”

Helpful Report

Posted 7 years ago

“I should had my order yesterday. It has not arrived. I did not get confirmation of payment by email when I placed my order. Now your system says I don't have a order.”

Helpful Report

Posted 7 years ago

“Ordered online and paid for next day delivery. In the morning received a text saying the lorry had broken down and delivery would be rearranged. Promised two days later. Two days later; no delivery; this time I wasn’t told until I contacts the delivery group myself. The excuse this time; incorrect weight and dimensions??? Two wasted days waiting in; one a day off work. Terrible service reflecting badly on appliances direct. Would never use again.”

Helpful Report

Posted 7 years ago

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.8 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Appliances Direct Reviews

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