Review initially posted on the appliances direct page October 21st 2025 but resolution still not reached
We were sold a faulty product and have spent the last 3 weeks trying to find a resolution to this. We have had to chase up Appliances Direct for communication repeatedly and they are currently refusing to treat our concerns as a complaint despite being asked to. I was pleased with my initial experience with Appliances Direct but, since encountering this issue, they have been incredibly unhelpful.
It's extremely disappointing that it has reached the point where I need to write a negative review to get a response. I also suspect that my review will be responded to by a member of customer service who has had no involvement in the case advising that a resolution has been reached when this is simply not the case.
We were told that we had been assigned a case handler but have spoken to multiple different people about this one issue. This has lead to more complications which we have been left to try and resolve ourselves.
UPDATE 1/12/25
Called appliances direct on 11/11/25 to cancel the delivery of the new dishwasher and collection of the faulty dishwasher as this had not been disconnected yet so collection would not be possible. I had previously attempted to contact them via email regarding this and to ask if we should accept the delivery but had not received a response. When I called I was advised that the delivery had been cancelled but this was incorrect as the delivery still arrived. I accepted the delivery and contacted customer services.
Customer service arranged for a disconnection and installation service free of charge for 18/11/25 after I requested this.
A team came to disconnect the faulty dishwasher and install the new dishwasher on 18/11/25. They then took the old dishwasher away.
01/12/25 I have received a phone call and email from Buy It Direct advising that I have received the dishwasher and a replacement for my order and that they are sure this is a 'misunderstanding'. The email then goes on to say that they 'must collect the item or retake the payment' and that 'further action may be taken' if they don't receive contact in 14 days.
I should not be receiving a threatening email regarding taking payment for/ taking away a product that Appliances Direct supplied free of charge after they supplied a faulty product.
Appliances Direct had previously admitted fault for how they handled our issue and the complaint which I understood to be resolved as of 18/11/25. Unfortunately, it seems as though this is not the case.
12/03/26 Appliances direct advised 3 months ago that their courier did not complete a scan/ the correct paperwork at the time of collection and informed me that they would need to confirm with their courier that the collection took place. They apologised for the delay in looking into this and said they were following it up. This was clearly insincere as I have received no update since.
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