I bought a washing machine from Appliances online because John Lewis could not offer recycling and connection services on that particular model and this washer wasn’t available anywhere else. What a mistake that was. The purchasing process went smoothly and communication was great – they gave me a delivery date, called and emailed to remind me of it and on gave me a delivery slot on the day, which I thought all was very good. Up to the moment the delivery men have arrived. The old appliance was fully disconnected as requested. Nothing was ever said about taking appliance out of the kitchen. Access to the property was easy. The delivery people arrive and pretty much immediately announce that they cannot take away the old appliances because there is not enough room to pull it out of the corner without moving the fridge. I am no expert so I believed that and after a couple of minutes of hesitation and regret that I didn’t go for John Lewis accepted the new appliance and signed for it. My husband arrived in the evening and pulled the old appliance from the corner on his own within two seconds. He didn’t even apply much effort to do that! And he is no body builder. To make the matters worse I called the customer services and asked for a recycling and connection charges refund and to my great annoyance the lady on the phone kept repeating that what happened was the matter of me not looking into recycling terms and conditions properly. I wish she didn’t repeat it so often because before this conversation I had no intention of writing this review. I had another look at my emails from the company and terms and conditions and found a warning about access to the property but nothing about awkward kitchen design or about the fact that delivery men were not expected to lift any appliance at any point. I hope the machine works because I can imagine what a nightmare it is going to be trying to sort this out. Extra 10 pounds and you get a 2 year guarantee from John Lewis, this seems a much better deal to me.
Really really bad after sales service. I brought my samsung three months into the purchase (!) that failed to respond to my touch after every phone call and they looked at it and said it was fine and if I were to send it for a repare I wouldnt get a replacement device. Awful!
Connect with Facebook to get one click access to Trustpilot. It's easier.Sign up with Facebook