We spent just under a £1,000’s on a fridge/freezer which we noticed when it was delivered had broken salad drawers. We immediately rang customer services who promised to send out new parts (albeit with no apology). That was 12 days ago. As there was no email sent to confirm the request and fulfilment, today I’ve tried chasing it up.
I tried web chat - which is a bot that was unable to understand my request as it didn’t fit the pre set categories. I tried WhatApp..same result. Then we called the phone number given on the web site for customer service 0344 822 4224, answered by a Claire but who said she’s in Engineering and organises service calls. Doesn’t seem like they have a general CS function She told me there was no record of the drawers being ordered, but two screws had been be sent instead! The drawers are in fact out of stock and she has ordered them today. I asked for an email address to document that we haven’t yet got a product of merchantable quality. She said “we don’t have an email you can use”,
so we are now having to send a registered mail letter documenting all of this since I have a low level of confidence we will ever see these drawers based on our experience so far.
My view is that Hotpoint are not organised to deal with customers directly and should stick to using their retailers. I thought going direct would mean we could talk to people who know the product. That proved not to be case. I tried multiple times to ask questions when we were buying the product but hey want everything to be done online, without anticipating correctly all of the questions customers might have.
I’m not sure Hotpoint is any worse than other manufactures in this respect, but it’s been very disappointing.
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