26 days since we took the plan out we still do not have a working fridge freezer!
26/1/26 - Took out the Replace & Care Plan for my fridge freezer which was freezing food solid in the fridge. Appointment arranged for 29/1/26 for an engineer.
29/1/26 - Engineer attended and wrote off the machine
30/1/26 - Ordered new machine via Domestic & General
5/2/26 - New appliance delivered which was dented - was taken away by the delivery drivers along with the old non working machine which had been written off.
6/2/26 - I called to arrange for a new appliance to be delivered
13/2/26 - New appliance delivered and installed by AO. We were told to leave the appliance for 4 hours before switching on.
14/2/26 - Turned the machine on. The alarm was going off all of the time and no light. The doors did not close properly either as had not been installed correctly.
16/2/26 - Emailed AO regarding this. They arranged for fitters to attend on 22/2/26 - this was the earliest day!
16/2/26 - Received a text message from Domestic and General regarding delivering a new appliance. Called straight away to advise we had a device delivered by AO on 16/2/26 and asked them to cancel the order. Was advised that I needed to do this myself! I explained that Domestic and General had arranged this and it was your responsibility to cancel it. Like the majority of calls, I had on hold for a long period of time and experienced long silences on calls. I was advised that the delivery of the additional fridge freezer on 18/2/26 was now cancelled. I advised on the call that I wished to raise a complaint.
17/2/26 - Received a call, this was not from your complaints team as I had expected. I was advised that no complaint had been raised and that I would receive a phone call to discuss within 5 working days.
18/2/26 - Received a call from delivery driver to deliver new fridge freezer! Clearly this wasn't cancelled as your end!
22/2/26 - AO fitters attended - Fridge freezer had not been fitted correctly and also the sensor was missing from the fridge door.
24/2/26 - My mobile phone rang once then the person hang up. I tried to call back however, the number was for out going calls. Called and was given the number for the complaints team. I called twice, First of all I spoke with "Lndeka?" how was absolutely hopeless and lacked any customer service skills and empathy. She read the response to my complaint which had been closed off without having a conversation with myself!! I have been offered only £78 compensation regarding the issues. she refused to pass me to a manager, initially refused to give me her name and did not respond to me during the call which resulted in long silences! She then ended the call. I then called back again and was given an email address to raise this further.
AO are attending tomorrow to install a new fridge freezer. Hopefully, this resolves the issue. Since mid January 2026 we have not had a working fridge freezer. We took the plan out on 26th Jan - nearly 4 weeks ago and you have failed to supply a working item.
I also raised a complaint in June 2019 which was never resolved as you failed to send me a form to complete for loss of food. I have attempted to raise the complaint again and was told to claim on my home insurance for something which was your fault! I was also told we are now using a different system. I have sent a copy of my initial complaint letter via email a number of times.
It absolutely blows my mind how Domestic and General operate. The majority of your customer servicing teams don't have a clue on the basic skills to deal with customers. I believe your call centre is based in South Africa. I do not want to speak with anyone from the team based in South Africa ever again!!
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