Appliancesdirect

Do not touch this company!
I have been battling with this company since August 2022 and their faulty goods, awful customer service and general attitude absolutely stink. They do not care how they treat you. I have been told "we don't have to offer you any compensation" when I was lucky enough to get £10 for my troubles. The delivery date you choose is never honoured. The helpline is charged at 13p per minute. The respond to emails eventually. Their case managers are rude. Don't do it... go somewhere else. Even if they are cheaper, you will pay in time and costs trying to sort out their mistakes.

Bought 4 ACs. 2 broke down in a week, 13p per minute to call helpline. Answered by a person called mark in all depts. Will tell you they can't do anything and have no customer complaint dept. I lost £6000 including installation. Hope you can avoid the same fate.

I've been attempting to cancel the delivery of unwanted goods for the past 5 days, sending multiple emails and messages. Regrettably, all of these attempts have been ignored, both by the delivery company and the vendor. I must express my dissatisfaction with this company, as they appear to disregard all forms of communication and requests. I would advise others to save their time, as responses from this company seem to consist of generic, pre-written replies. Avoid at all cost!

Battling to get a replacement aircon unit which i bight in April when it was still cold … developed a fault in July when we had some hot weather within hiot day 2 wish me luck this is hard work dealing with them
Waiting to be picked up I know what's coming next although I may well be surprised and they admit it's faulty from the start

Dreadful company. Their process for refunding me is so incompetent that I can only assume it's a deliberate tactic to avoid giving me my money back. I'm shocked that they're even trading in view of such awful service. They lie, deceive, repeatedly send hopeless emails - never from the same person - and never contact me when they say they will. KEEP WELL AWAY.

So, it was 2019. I had had cancer surgery and was instructed not to lift anything heavy. While I was convalescing my washing machine gave up the ghost. I was delighted to find Appliances Direct on the Web. Apparently, they would deliver a new machine, install it and take away the old one. This was exactly what I needed, so I placed an order.

Before the new machine arrived, they unilaterally canceled installation and refunded me. This was inconvenient. But I could live with it.

The guys arrived with the new machine but refused to take the old one. Apparently, the service was not available during coronavirus. That being the case, why had these SoBs taken payment for the service?
Appliances Direct refunded that part of the cost. However, I still had to struggle to take the machine down to the ground floor for collection by the local authority.

This is not how you treat someone 68 years old with fresh stitches from invasive surgery. I will never do business with these Low-Lifes again, and neither should you.

Absolutely Disgusting service from Aircon Direct! Before I placed the order they kept on chasing me to get the sale done and take payment. The air conditioner itself was not a bad price, but adding installation will cost around four times more. So I have paid an absolute fortune for installation, but the service I received was appalling to say the least. They asked me for photos of where I want to install the unit. I sent it to them straight away. I was told that I will receive the unit between 3-5 working days. I'm the mean time I had a technical question about the power supply they wanted me to install. No one bothered to answer me. When the unit didn't arrive with in the discussed time frame I contacted them to find out what's going on. After 2 weeks waiting I was told that they can't install the unit where I want it. No one bothered to contact me to ask for an alternative. After I dealt with that they finally sent the unit out. They then kept on changing the installation dates and giving me the wrong information. They finally booked the installation 3 weeks after I made the purchase. The engineer turned up an hour late and told me on arrival that he's not going to finish the job that day because he's got other things to do… At 4pm he packed up his tools and left without completing the job. He told me he will come back on Saturday to finish. Obviously at this stage I am quite frustrated, but left it at that. He came back on Saturday for 2 hours and tells me that he's not going to finish that day because he has got other things to do. I told him about all the issues I've had with the order, but he couldn't care less. He told me I can complain to the company if I want. He then said he'll be back on Tuesday. I asked him why he can't come back on Monday at least. He just dismissed me and told me he'll be back on Tuesday. This company really know how to annoy their customers. I have already made a formal complaint for not processing my order after I've paid, kept changing the dates and ignoring me emails. I then made ANOTHER formal complaint about the absolute disaster of an installation. Here I am, 3 weeks later, thousands out of pocket with an air conditioner that is still not installed. This company can't be trusted and I will never buy from them again. Absolute Joke!

I recently ordered a fridge freezer and washing machine, they cancelled the delivery once, then rearranged the order for 2 days later. They then cancelled delivery again! When I called to try and sort this out using my mobile I was charged £19 for the phone call! To add to this the delivery has now been cancelled again, twice! I've been without a fridge freezer and a washing machine now for a week. I have zero confidence in this company, please avoid them the customer service just lie to get you off the phone, arranging deliveries that never arrive. Avoid!

Ordered a fridge freezer and paid extra for next day delivery for 31st September. This was important as my disabled brother was moving in on the 1st. Fridge didn't arrive and I was stuck in an empty flat all day waiting for it.
Called customer services, who assured me it would be delivered on Friday. Not perfect but manageable.
Still didn't arrive. Called the company again and they yet again promised delivery on Monday. By this time, I have a tracking number.

At this point, we have to throw away a whole freezer worth of food and my disable brother is left with no fridge for the weekend.

On Monday morning, I can see that it has been scanned at the depot but is not out for delivery.

Rang customer services again and clearly the person on the other end was on a mobile phone out on the road because I could hear cars roaring by her. By this time I'm thinking it's not even a proper company and maybe just dropshippers.

She then put me through to DX freight for the first time. He told me that when it didn't go out on Thursday, Appliances Direct should have rebooked the delivery. The same applies for Friday.

You could also say that someone at DX Freight should have picked up the phone to Appliances Direct or automatically delivered it the next day. He says that is not the system. Something wrong with the system then, don't you think?

I have now cancelled the order and expect a refund without having to fight for it.

Also, don't bother with the chat. It's just a useless bot and don't bother emailing because they don't answer that either.

Spent £1000 with them and it's been a nightmare customer service are shocking refurbished item means damaged not usable.

I have purchased a dehumidifier from them. It went wrong after a few months. Trying to get a replacement or refund has been a joke. I have been told to go to the manufacturer but that is not how consumer rights work. I have asked them to deal with it as I bough it through them. Still waiting after 10 days. Avoid.

DO NOT USE THIS COMPANY
Ordered ceiling cooker hood with remote control and ducting kit on 17th March 2022. After electrician fitting the cooker hood we found no remote control in the box. Despite dozens of emails and a phone call (costing me over £11 as it was a premium rate number) numerous promises of a delivery date, NOTHING has arrived. I have never known such poor customer service. Received an email this morning to say they had closed my case. I have now started a chargeback with my bank. Only used this company once before when they delivered a huge order which was just plonked on a pallet in my gateway which stopped me getting my car out of the drive. No one came to the door, they just dropped it. Do yourself a huge favour and do not risk ordering from this company

Absolutely terrible experience. Ordered 2 man delivery, Oven arrived but driver refused to carry up the stairs as he was alone, so even though i suffer with a bad back i had to help him as i have children and no oven in the winter is difficult.
They also refused to take the old oven which we paid extra for. Again due to them sending a single man, i had to wait another 3 days before they picked it up. Bearing in mind i live in a small 2 bedroom flat.
The oven was tatty, pieces of metal hanging off the inside and screws not tightened up, then it broke on the 2nd day of use, contacted Appliance Direct who said they wouldn't do anything until I had personally contacted Hisense directly to raise an issue and get an uplift number. The phone number that appliance direct gave me was wrong. So i had to source this myself.
Uplift number supplied and replacement arrived within 3 days, which i was happy with.
When the replacement arrived, which was visually damaged all over, paint chipped off, dents and the main oven door doesn't close as the hinges don't line up. They are now telling me that i have to wait 4 days for the replacement to be collected and only once it is collected will the refund process start which takes upto another 5 working days. Absolutely disgusting. They wouldnt do anything to try and help the situation. I have 2 young children, how do they expect me to provide hot meals, so far i've spent a fortune on takeaways. This is still ongoing and into the 3rd week without an oven.
Looking at the standard of the products, it's either Hisense or Appliance direct that are supplying 2nd's or the units are stored in bad conditions.
AVOID at all costs.

Atrocious company to order anything from. Purchased a tall larder fridge back in October. The listing stated they had stock and next day delivery. However, they changed the delivery date 3 times, the last one was February 2012 which would be 4 months after the original order date which is when they took payment. Then a week ago I get a txt advising the fridge is no longer available, even though at the time of the order they stated they had stock along with next day delivery. Then they send me a link for a replacement which was the exact same fridge (with a different badge) but expecting me to pay another £145 for the same fridge when what they should have done is offered me this replacement at the same cost and apologised for wasting 2 months of my time especially when they had taken the money from my card back in October. Disgusting customer service if you can even call it customer service, and they don't even understand that as soon as they took the payment back in October a contract was formed so they had no right to cancel that order without my consent, which I wouldn't have given unless they agreed to unless they either offered a like for like replacement or an upgrade at no extra cost, neither of which they did in this case. I'm now going to order this same fridge form another supplier, even though they claim its no longer available and then file a county court claim for the difference as they have breached the terms of the contract they entered into with me. I didn't realise when I ordered this fridge that I had also placed an order with them about 2 years ago for a sofa, and that was another fiasco which was very similar to this one. They took payment, never delivered the item and then sold it to someone else, so I would avoid this firm at all costs!

Abysmal. I really wish I had read more reviews before buying one of their products.

It is a high end dehumidifier, meant to be wifi connected through an app. The instructions I received did not match the machine, and despite trying all of the different possibilities I could find online, none of the methods worked.

I contacted their customer service team, which redirected me to appliances direct (I believe they are part of the same umbrella group), and they just went through all of the different options I had already tried. No one actually knew the correct instructions for the machine they had sent, it was all just a stab in the dark. Too many times they asked me to try pressing buttons that weren't even on the machine I had.

Aside from that, the machine was noisier than advertised, kept shutting off at the wrong humidity (I believe the sensor is in the outlet, not the inlet), leaks everywhere when you empty it, generally feels cheap and I have zero confidence in it lasting.

They are taking it back, but will only give a refund if they test it and find it to be faulty. I obviously do not trust them at all, and they have left me open to the possibility that their "test" will not even be carried out and they will claim it to be working fine.

Please do not buy from them, as you will likely be getting my faulty machine!

I bought a large, cheap, Electriq combi microwave, which turned out to be very poor quality AND faulty - I couldn't close the door on it when it was hot! Despite this, they failed to refund my delivery charge. Their website is utterly useless and still says my item is still 'out for delivery' and there is no sign of my return, or complaint on there. They are currently shown as 'offline' (11am on a Tuesday). When reporting my problem, they insisted I send a video of the fault, so that they could track the return – they ‘couldn't' accept my return without one! I had to phone them to get it returned, as they refuse by email until I sent a video and their online system simply does not show anything!
As it is, I wish I had sent a video (but I'd already boxed it up for return), maybe then I'd have got my delivery fee refunded. Also, I cannot see how to leave a review on their website, so how they get them, I don't know. Very poor, I would definitely NOT recommend buying from them – AVOID!

Absolutely awful customer service.

Missed the first delivery date, delivered wrong machine the second attempt, missed the collection date for that machine, then said the machine I paid for wasn't available, now struggling to get a refund.

Very unhappy, stay well away

Don't use them! After care absolutely diabolical - we had a Samsung fridge freezer delivered, damaged, we paid for our old fridge to be taken away, the damage they made to our newly laid floor is heartbreaking, when removing, they tried to tell us it was nothing to do with them take it up with the delivery company, although they organised delivery and removal, we did ask arrow who advised us to take our complaint up with appliance direct, appliance direct did not want to know until we stated that under the consumer rights act 2015 it was there responsibility they then asked us to send photos, which we already had sent twice before, we did this over 2 1/2 months ago and they are still choosing to ignore us, hoping we will go away. So upset should of gone to AO

I received a faulty combo toilet which could not be fitted by the plumbers. I called and I had to log a ticket which I was told could take up an hour to get the email link to upload them. This part was fine... a few hours later and no reply so the plumbers did what they could but then nothing. Email said I would hear back within 24 hours. I called and was told it could take 48 hours and there was nothing I could do to speed up the process. So the plumbers could not finish the job so we were left with no hot water while waiting for a reply from appliances direct. 48 passed and nothing so I've asked again for an update am still waiting for anything from them. Terrible customer services!

Dont get involved with this company for anything!
Purchased a refurbished washing macine on line and paid for it together with delivery costs. There were several models advertised at different prices. We picked a Hoover.
Couple of hours later I received an email from Appliance Direct stating that my order had been cancelled. I was amazed so telephoned them to find out what was going on. After being given the run around and speaking to FOUR different staff at 13 pence per minute, it was confirmed that there had been a mistake in the pricing. Strangeley enough they were all removed! As I say stay away. I await to see if I get a refund. Dreafull company.

I bought a shower screen for a customer. I fitted it in accordance from the instructions. However further along I realised that parts of it were too short, including the glass.

I was offered £25 refund or £35 voucher so I keep it. Keeping something that is useless is useless in itself. Then they emailed offering to collect the screen but it works cost me £40. Either way I was going to lose it. I'm certain that by law is the goods aren't as described they can't charge for delivery.

Part of the frame had been secured with grab adhesive along with screws so I couldn't remove it. So I have to buy something similar, with the correct glass and frame which they couldn't supply is going to cost more than the unit itself and it has left me with really annoyed customers.
I called them about this then realised it's a premium rate number so I emailed.

I will not use these again, and I suggest the same to others.

Bought a washing machine three mths in massive failure contacted them stated not their issue its manufacturers.cant get machine looked at for 2 weeks.
Give them a wide berth

They are horrible and talk down to customers. James from Sales has just been the reason for me to cancel my order and ask for a full refund.