kah W.

I am truly disgusted with hotpoint customer service. The fridge of my fridge freezer stopped cooling so I called hotpoint to enquire about a repair. I generally am not keen as the repair prices are too high and the warranty very short. However, I decided to go for a repair as I was told 95% of fridges are repaired. Online booking showed a very early date, but on the phone I was offered a long wait but they did call me back to change to an earlier date. The engineer turned up and decided that the fridge needed some ice build up to be melted. It is a frost free fridge, if there is ice build up there is obviously something not working. He left and I restocked my fridge. Turns out, the fridge still doesn't work the freezer is now playing up a bit and I have food spoilage! I had a webchat with Cherry at hotpoint asking for a refund in full and they want to retain £55 call out for their guy to come and melt ice! Not find and fix the issue. She refused to escalate my complaint and terminated the chat! I called today and spoke to Luke again asking for a full refund as I am not happy their engineer didn't even try to fix the fridge. He also refused to waive this call out charge, I feel that hotpoint is charging me for a guy to melt ice not find fault and fix fridges. He would not allow me to speak to someone more senior and also said he would terminate the call. When i asked about how to complain further, he tried to give me an address to write to, in 2021? No email? What are the chances they will even acknowledge they got my letter. Its almost as if they don't want to help and put all these obstacles in the way.

I have very little choice but to allow them to try again and fix the fridge.

So, DO NOT BUY HOTPOINT OR SAME COMPANY PRODUCTS, because you will get zero customer service. Disgusting company!

Purchased a leather bag from a store. Service was good. However there was no dust bag for such an expensive bag. Emailed customer services over 2 weeks ago and a week ago, heard nothing. And they sent me an email with £50 off which was valid for when I made my purchase but sent to me with only a few days to use it. I am keeping the bag even though I should have had the "we are reopen, come and shop £50 discount". But, will seriously think twice before spending with Kors again. Zero customer service, definitely not a luxury brand and for the poor experience not worthy of my money despite having purchased many things from them before.