I ordered an oven from Hotpoint at the end of October. I made sure to order one with telescopic shelves as it was for a relative with arthritis and they struggle to lift heavy trays without this. The advert stated in 3 different places that this model came with this feature, complete with pictures and descriptions of how they work etc.. When the oven arrived, there were no telescopic shelves. I emailed about this, expecting it to be a simple fix, but was told I needed to ring and they weren't open until Monday. I tried on Monday and multiple times was told there was no one to answer and to try again. I tried the online chat but they said until I'd spoken to someone on the phone I couldn't do anything. When I politely asked for the complaints procedure they insisted I couldn't make a complaint as I hadn't spoken to anyone. When I asked again they said no and ended the chat. I then proceded to ring a different number given to me over email and spoke to 6 different people over a nearly 4-hour-long call. Most of this time was spent on hold or ringing back after the phone was put down on me while on hold waiting to be transferred. I had the misfortune to speak to 'Clayton' in the technical department who was incredibly rude and yelled at me. He insisted that the shelves were in front of me I just couldn't see them and then switched to saying that model didn't come with telescopic shelves. When I showed him the advert showing that exact model he kept yelling that it didn't come with them, despite the advert clearly showing it did. At one point I spoke to Paul in sales who was very helpful and confirmed the product had been falsely advertised and they needed to either send me some telescopic shelves or collect and refund the product. He transferred me back to the technical team to complete this, who said they needed to investigate and they'd get back to me. I didn't hear anything for two weeks so rang back only to be told it would take more time. I rang back a week later only to be put through to Clayton again who yelled again that the model didn't come with the shelves. When I asked him to read the notes on the case he said "I don't need to read them". He said there was no investigation happening. I eventually got him to give me the number for the service department and spoke to Amy. She was very nice and confirmed that if I sent them proof of the advert they would do something about this. I immediately sent them to the phone number given, but have heard nothing since despite it being over a week. I've tried to ring twice over the last few days, but every time I get the message that there's no one to take my call. Not even the option to wait for someone to be free. The advert is still live, showing the incorrect information so other people will have the same experience. I have no wish to take it up with trading standards but apparently have no option.
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