Domestic and General Reviews

Name: Domestic and General
Address: 230 East Ave, suite 148, Norwalk, Connecticut
Rating: 2.74

2.7 Rating 1,122 Reviews

43 %

of reviewers recommend Domestic and General

Company Reviews

Metrics

2.7

Based on 1,122 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	Greater than 87%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.1 out of 5
Returns & Refunds
Refunds Process	Difficult

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Domestic and General 2 star review on 23rd January 2023

Anonymous

Domestic and General 1 star review on 2nd December 2022

Mrs McArthur

Domestic and General 1 star review on 16th August 2022

Tracy Gordon

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“This company appears to be very much focussed on it's own benefit and less so the insured customer. My mother in law spent 1 1/2 hrs, on hold mostly, arranging a washing machine repair engineer visit. He confirmed the machine was dangerous and advised her not to use it and they would be in touch. I became involved after she heard nothing. After contacting Domestic & General I set up an online account for her and we chose a 'like for like' replacement.... coincidentally the web page attempted to get an additional payment of £240 for an 'upgraded model'. I phoned and challenged this to be told there is no upgraded model and they would waive the payment. This is a scam, in my world. I made a payment for removal of the old machine and installation of the new one... the promised email confirmation never arrived so I chased this... for a D&G person to send an internal email asking for an email to be sent to me? A delivery date arrived by mail from D&G for 2 days time, which was inconvenient. I rang RGB Direct, the supplier company, to confirm the delivery date and see what the options were. The Logistics Manager tried to cut off the call, but actually took it and put the phone in his pocket ... so I could listen to him barking out orders to his staff! I rang RGB customer services who gave me another number (their insurance people) which rang out. I rang D&G to obtain resolution and spoke to 4 different operatives over 1 1/4 hrs, mostly on hold as they are not allowed to call customers back, as they attempted to contact their chosen supplier RGB Direct.... unsuccessfully. They were unable to confirm the original delivery date or assist in any way other than cancelling the original order with RGB and attempting a new order with another supplier without the possibility of giving any delivery date... I finally spoke with an RGB person who told me that all installations are sub contracted to another company who would be the ones to get in touch with me and arrange delivery/installation. So... D&G send delivery dates that they are unable to confirm and none of their customer service agents have a clue about how the system operates... what a shambles!”

Helpful Report

Posted 4 years ago

“Run a mile! I had a policy with this company which finished over 2 years ago (never needed their services, luckily). Then out of nothing, they started taking money out of my account without my knowledge last month! I immediately cancelled the direct debit they started without my knowledge and called them, they logged it, no apology and still waiting for someone to explain to me how come they still have my Bank details! Pure scam! Stay away!!!!”

Helpful Report

Posted 4 years ago

“Quite happy for you to pay but when a repair is needed either no engineers or a long wait. It took me hours on the telephone yesterday trying to sort out a repair so I ordered a new washer with a 3 year guarantee and cancelled the direct debits. Amazingly 2 phone calls from D&G today wanting to know why the direct debits have been cancelled. Shame they weren't as interested in repairing my machine.I'd give no stars if I could.”

Helpful Report

Posted 4 years ago

“Repair booked for our washing machine, yesterday Monday 19th October - time slot 7.15am -1pm- confirmed by Domestic& General/ Hotpoint by email on 15th October. Did not turn up on the day, no apology or explanation given. Contacted D& G by phone to find out why their engineer hadn’t turned up, as agreed. Took 20 minutes to get to an advisor, having listened to endless Muzak , recorded message apologies and telling me how important my call was to them!! Got through to an advisor who put me on hold for 10minutes, told me to ring a company in Ely called Dolphin to find out why the engineer hadn’t turned up. I protested by saying that as my repair plan was with D&G and that was the company I paid by direct debit each month, I shouldn’t need to contact Dolphin? End of call ! Out of desperation called Dolphin, spoke with Daniel who asked for my postcode and told me that no engineers would be coming to that postcode today. No apology was given and no alternative date offered. Contacted D&G again, after long wait and endless Muzak spoke with an advisor called Freyer and said she would make a complaint on my behalf to the Complaint Resolutions Depatrtment. She told me that somebody from Resolutions would contact me, but couldn’t tell me when that would be. I said that was not good enough and I would like to speak to the customer services manager. I was put on hold and after waiting 20 minutes I put my phone down. My washing machine is still awaiting repair and nobody from D & G has contacted me to either apologise or offer an alternative date. I have been insured with for D & G for about 10 years covering all my appliances, once they were out of warranty. Think I have paid them over £2k during that period and had one call out- a couple of years ago! This has been my worst ever customer service experience and I will NEVER EVER use Domestic & General again and will be cancelling all my current agreements with them. I cannot believe that I have trusted this company over the years and have given them my hard earned money and in return they have treated me with such disrespect.☹️”

Helpful Report

Posted 4 years ago

“ZERO STARS ACTUALLY - DO NOT INSURE WITH THIS COMPANY, I BELIEVE IT IS A SCAM D&G offered to replace an unrepairable insured item. They offered products which were of inferior specification (less wattage, decreased internal dimensions, no pyrolytic cleaning) from different suppliers that do not match an integrated cooking suite. They were unable to find anything from their own suppliers so said I could search myself (really?). I did and found a matching item from another supplier. However when you call them directly they do not answer and when you get through ID checks, THIS IS THEIR TRICK to avoid their contractual obligation, they always have to 'transfer you to ' sales' or 'orders' and leave you to hang for hours until call terminates automatically. Their reviews say it all. Steer clear!”

Helpful Report

Posted 4 years ago

“Rubbish service just taking people money never ever in life will use the service again and will personally go to Argos to alert them about the rubbish insurance company they’re offering people.scammers!”

Helpful Report

Posted 4 years ago

“Rubbish taking people money for insurance and when you need repair they don’t come, waste your time in booking appointments they doesn’t turn up not even call you to let you know that they aren’t coming. Will never recommend anyone to them I am over month neither broken washing machine each time you call them different history.”

Helpful Report

Posted 4 years ago

“I also want to had they (D&G) have actually agreed we did have a 5 year cover and would be in touch with us to confirm this and could get an engineer out as soon as the contact us two weeks later they have moved the goal posts again and they now say they don't do a 5 yr cover only 3? looking at other reviews on here we're not alone with these scam artists!”

Domestic and General 1 star review on 12th October 2020

Helpful Report

Posted 4 years ago

“I'd rate them 0 stars if I could, I bought a hoover washer/dryer through Argos along with a 5 year breakdown care cover associated with D&G. Then in July 2020 they send me a renewal price for the next 12 months? I have a 5 year plan I tell them, they reply no it's only for 3 years? I got in touch with Argos eventually who confirmed it is for 5yrs! After 4 weeks we're still in stalemate and D&G won't do anything! Do not get involved with this company there are far more over appliance cover firms out there you can trust but do not trust D&G!!?”

Helpful Report

Posted 4 years ago

“They take the money and let you down. No service,no help,no answer..an abominable customer service.Needs investigating.”

Helpful Report

Posted 4 years ago

“Distressfull & intimidating emails/phone calls & texts telling me that my "insurance is overdue." My insurance has over a year to run, & I have been bombarded with requests to update it for "Peace of mind" There was nothing wrong with my mind until I was sent a flood of stressful messages. I have spent hours/days/ months on the phone pleading for these calls to stop, but when at last, they do answer the phone I have to repeat all of My details despite the fact that the team member will merely give me a first name, hence being given a false sense of security & then the problem continues one can never speak to that person again I have emailed the CEO Ian Mason many times & have written three times, but he ignores each I would hate to think of anyone else my age being so stressed that they are afraid to look at their phone or open a letter with the D & G logo on it. The latest is telling me that my fridge cannot be repaired & would I choose another. No one came to look at my fridge because (a) I never requested a call out (b) there is nothing wrong with my freezer So Mr Mason ( if you exist...why encoarage me to dishonestly claim something which I don't warrant”

Helpful Report

Posted 4 years ago

“This company is actively scamming us. Have been waiting well over a month on a dishwasher repair, and they are refusing to replace (as they are contractually obliged). Have reported them through citizens advice and are now preparing for a court case.”

Helpful Report

Posted 4 years ago

“Awful stay well clear. They take your money but when it comes to making a claim for replacements they don’t answer the telephone. The customer services will not reply to email. Avoid them. I have a serious illness and they have only caused me stress. D&G is just a big black hole”

Helpful Report

Posted 4 years ago

“This is the only company I have used and would NOT recommend them. See my previous review. They are absolute rubbish Obviously D& G only put in favourable reviews.”

Helpful Report

Posted 4 years ago

“DO NOT USE DOMESTIC & GENERAL they do not abide by terms & conditions. We are in our 80's husband with kidney disease & stroke- they know we are vulnerable. Problem with heat regulator on New World grill flames reaching out making knobs & surround red hot very dangerous, oven not reaching temperature. Rang on 2.9.20 job still not done as at 4/10/20. Takes and hour to get through on phone they never ring you back when promised. Engineer called 17.9.20 had no part which had to be ordered that was the last we heard apart from numerous phone calls that get you nowhere. Have now written to Chief Executive.”

Helpful Report

Posted 4 years ago

“My mother (86 type 1 diabetic) has been with D&G for many years and generally happy. However, her heating failed last Sunday. My sister tried to call D&G and was cut off at 12.00 midday and referred to go on line. My mother called last Monday morning and was told Thursday was the earliest they could manage. Someone arrived, told her she needed a pump and valve which would be done the next day. No call or plumber on Friday. My mother called (this is a marathon task being pushed from pillar to post with marketing drivel and dire music plus the “we’re very busy” message). I tried and had a similar dire experience. She was to.d that she ‘d get a call. On her last effort to get a resolution she was told the heating system needed flushing. 6 days to be told that. A lie. I got a local company to investigate. They were there in 15 minutes and heating and hot water on while they went to get a valve. By early afternoon the valve was fitted and all is well. Pump fine, flushing not needed. Tomorrow I’ll be sending D&G the bill, seeking compensation and cancelling the cover. For all the reasons many have written this is a company that has lost it’s way.”

Helpful Report

Posted 4 years ago

“Been a customer for over 15 years. Service has gone downhill over the past few years. It’s a shame really. The actual staff are lovely to talk to on the phone but I suspect that their management are mediocre. The left hand doesn’t know what the right hand is doing. Organising repairs are cheaper outside of this cover and the replacement policy is. It worth the paper it’s written on. The whole service is very bureaucratic and chaotic. It’s not worth the extra hassle and aggravation.”

Helpful Report

Posted 4 years ago

“After being with D&G for many years and having four appliances insured with them we are now treated with contempt, on this last occasion I spent over 25minuits before getting to actually speak to someone (calls which we are paying for), I gave the guy the details of a fault with out American fridge freezer and was given an appointment day for an engineer to call which was supposed to be today (01/10/20), after waiting all day at 4.30 pm I received a text for me to call the engineer quoting a the job number with regards to the outstanding repair to my gas oven!!, to make an appointment, I phoned and pointed out that it's the fridge that's faulty and we don't have a gas oven (it's electric) I was put on hold and listen to the rubbish music when 5 minutes later the automatic voice selection came on, so I pressed the appropriate number and another girl told me she would find out what was going on and would call me right back, well no call back, surprise!, las time we had trouble with no shows, arriving to fit a part unannounced just as we were going to a doctors appointment, waste of time we are cancelling the D/D avoid D&G, useless”

Helpful Report

Posted 4 years ago

“Domestic and General do not answer the phone. You can try different routes on their recorded messages/menu, but nothing ever happens. Their system sends you to Hotpoint/Whirlpool dead ends. There is even a message that says they cannot help and that you should hang up. This is very unhelpful when you need a repair. I managed to book a technician and waited 10 days, but the technician did not show. That was one day wasted waiting for a no-show. The technician did not phone to say he/she could not come. And DandG have no explanation for this; they are unaccountable. Last point, DandG have rebooked me a technician visit, and I now I have to wait a further 9 days.”

Helpful Report

Posted 4 years ago

“Washing machine died booked repair, then recieved text oh wait engineer not available that day god appointment for the next week which wasnt suitable.pho ed up to state if you can change it to the 25th fine if not leave it I'll work around you, they cancelled my appointment and didnt give me the day I wanted without telling me.... I phoned up to check oh the next appointment is now the 29th.... the repair centre only works on behalf of domestic and general isn't owned by them.... opened up complaints with both companies and nothing being down was told I'd be called etc... nothing called on the 28th to check oh we dont have you booked on the 29th...... had enough going to the Financial Conduct Authority who regulate these jokers”

Helpful Report

Posted 4 years ago

Domestic and General is rated 2.7 based on 1,122 reviews