I placed an order for a dishwasher on 26/12/2025. I had an email on 31/12/2025 advising that the item would be delivered on 02/01/2026. I had a further email at 06:45 on 02/01/2026 advising that the courier could not attempt to deliver my item. I rang Appliance City (AC) later that morning, who advised that they had failed to give my item to the courier. I found it a bit odd that the courier was able to provide both a delivery date and time without having my item in their possession. AC advised that they would call me back when this issue was resolved, but they never did.
Later that day, I had another email advising that the item would instead be delivered on 05/01/2026. My timeslot was in the AM.
I then got a text on 05/01/2026 to let me know that the delivery van had broken down and they were unsure if they would deliver to me on that day. Thankfully, they made it to me at around 17:45.
When I unboxed the item shortly after its arrival, I promptly discovered a large dent on the side of the dishwasher.
AC was closed by the time I discovered it, so I contacted them the next morning. I was told by customer care to write an email and submit evidence. I did this as requested, and I was offered some compensation, which I accepted.
Compensation was agreed on 08/01/2026, but I asked if they would allow me to plumb the dishwasher in to test if it worked before accepting their offer. They agreed. I managed to get it plumbed in for a test on 13/01/2026. On the same date, I emailed customer care to advise them that I would be happy to accept their offer. I was asked to provide a serial number, which I did. Everything then went silent.
I chased them twice for my refund via email; both emails were ignored.
I finally gave up and rang customer care, who advised that it had been passed on to their finance team, who hadn't picked it up yet. The representative advised that they would chase it up, and I should hear back by the end of the day. This was on 29/01/2026.
I finally got my money back on 30/01/2026, and I am fully dissatisfied with the service. It took over a month from ordering the item to concluding my service with them. I was incredibly disappointed with the lack of urgency in their responses and the fact that I was ignored on at least 2 occasions.
I was already pretty annoyed when they 'forgot' to hand my item to the courier, but I had no idea that this was the tip of the iceberg for this fiasco.
I shan't consider further business with Appliance City.
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