We ordered a replacement door for freezer after original one was dented. 1st the code we were given by F&P was for a completely different door (this was after we sent photos of the door and the codes that are on the freezer). A black door then arrived to us, we contacted to return and get the correct door sorted, F&P then arranged a courier to collect the black door, which they did. Then the next issue we had was that the next door was left hand instead of right hand, we were told to refuse delivery and it would be returned to them, which we did, the day after the black door was collected. We then FINALLY seemed to be getting somewhere with the correct door and got that ordered (we thought) while awaiting refunds for the 2 incorrect doors. We paid for this and where then informed that we hadn't even though we had recieved an email confirming payment, after a week going back and forth with them, we have finally had this money refunded to us as they cancelled the order. 3 weeks on from our return of the black and left hand door (which we never actually took delivery off at all) we have still not received refunds for these, this is nearly £600 +vat we are now out of pocket. When contacting customer care there is no acknowledgement of escalation to complaint to a manager (currently have requested this 3 times). We are only told once the courier gives them back to them, however, this is clearly an issue between F&P and the courier not us! The courier was able to deliver/attempt to deliver these doors within 24hrs of orders being placed, but after 3 weeks has apparently still not sent them back, I find this EXTREMELY hard to believe. When we asked if they could not track their shipments, we were ignored. Terrible service all round and would never recommend them after this experience. Which is unfortuantly ongoing as we are still to recieve refunds and be able to order the correct door!
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