The overall rating lulled us into a false sense of the service we received. It seems OK, unless they mess up at all, then you're in a jungle of call centres, trying to track down your washing machine. It has been 10 days and we still don't have it. We ordered a washing machine on the Monday and received an email immediately saying we'd get a phone call within 48 hours to arrange our delivery. We got the phone call, only they didn't arrange the delivery. They told us we'd get a further email with a delivery slot... After waiting for the email, we called them up at midday the next day and were on hold for *half an hour* before they deigned to answer the call, only to tell us to wait a bit longer...I called them later that evening. The first lady tried to transfer us to the sales department, but all we got was hold music and then a perfunctory 'goodbye'. I called again, and after telling the man how they hung up on us, he said he'd wait on the line, eventually telling me the sales department was closed. (It might be a good idea to let you first line staff know when the opening hours of departments are - or better yet put it in the email with contact details!)He was useful, and looked up our installers.I called the installer the next morning, who informed me they were on holiday for the Friday and Monday so wouldn't get to us until the Wednesday - so 9 days with the washing piling up.I complained to F&P (more holding - this time 15 mins). They told us that because we were in Scotland they couldn't install it themselves, so subcontract it to the installers. I asked for alternatives, and the lady told me she didn't know. She finally called us back and said we could either cancel the order or get it delivered to our doorstep, without our broken old washing machine getting taken away. And the earliest they could do was Monday, so a whole weekend without a washing machine! We decided to wait, but got no updates, and as of today (the Tuesday), I called up F&P, who hung up on me after 15 minutes of waiting. The installers (whom I won't mention as they deserve less blame) were the only ones who bothered to answer, telling me that she hoped they'd receive it today and that due to the circumstances, they'd booked us in for an installation tomorrow.Will update further when the saga concludes...
Claim your business profile now and gain access to all features and respond to customer reviews.
