Review Time
I would rate it zero stars if I could. I have insurance with D&G which our 2 applicants are with hot point. The engineer was told our front door is broken and where I've had work men installing solar panels in and my partner being in hospital with 4 discs in her spine. We just needed to move some washing out the way that was easily done. The washing machine and tumble dryer is located in our living room and you have to walk in through the back garden and the kitchen. We took our shoes off me and my partner to keep house as clean and tidy as possible. The worker did not, this was not a problem. I helped the worker lift out the tumble dryer and washing machine out the unit.He said we have a burst pipe and the drum has come off which has ruined the wooden flooring. He left and we rang up hot point and was told wait for a letter.We waited and to get the letter stated there was faeces over the floor (the mud walked in and damaged flour) was disgusting coming from them and also wanted written assurances that the place has been improved. I asked for photo proof which they did not provide. I asked to speak to the call centre manager that they did not do. And even with a 3 way conversation between D&G and hot point. I asked for an email address for both to send photo proof and written assurance of the place. Hot point hung up from the call because they did not follow procedure and even D&G wrote a complaint towards them. D&G and myself still don't have an email for them and both myself and my partner have messaged them though WhatsApp the reassurance and photo proof of the state of the place. To which they are still saying they don't have. I have screen shot mine and my partner also has it in her conversation too even though 1 is enough.
Bought washing machine, delivered 29th August. Have had to visits from engineers to fix problem with washing being soaking at end of cycle. Now waiting for third visit for same problem. This machine is less than 3months old. Helpline staff are unhelpful and try to blame me for problem. Have been told it's lack of maintenance on my part, limescale build up(in Scotland with soft water), doing industrial washings.Nonsense. Avoid this company!
Mum had a washing machine delivered - she is 82. A staff member from Hotpoint called about the machine then without asking, put her through to Domestic and General for an insurance policy. I called Hotpoint to check transfer options and the impression I gained was she was suppose to be asked. Mum asked for a quote from D&G but this person couldn’t issue be but verbally quoted £149.99. Mum declined repeatedly. The person asked for Mums email address which she gave. Then was asked for her credit card details - do you understand why I’m leaving this review? This person didn’t stop there. I’m disgusted. I know you are nothing to do with D&G but I suspect you get comms and you need to set parameters for your Hotpoint staff and ASK people if they want tk be transferred, NOT go silent and transfer. I will be writing to both companies in the form of a complaint. Utterly disgusted
Don’t ever get any appliances made by hotpoint they are absolutely useless . I bought a new cooker in September and the top oven knob came off and I can’t use the top oven. An engineer came out and said that they would send out a new knob. That’s all it needs and guess what? They can’t get me a new knob until after Christmas absolutely disgusting .
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.
The repair process has been dreadful. There is alack of communication and preparation on the part of your engineers which is not their fault:Visit 1: Engineer successfully diagnosed the fault.Visit 2: Scheduled to fit the part, but the incorrect part had been ordered and supplied.Visit 3 (Scheduled to fit the correct part): The engineer arrived without the necessary part and was clearly not updated on the repair history or that the part was supposed to be on their vehicle.Visit 4: A fourth repair attempt is now scheduled.I lodged a formal complaint on November 12th, but I have yet to receive a promised callback or follow-up.Calls to the centre are consistently poor. I am forced to repeatedly explain the full history of the repair and warranty details on every call,The four scheduled visits have required me to take four days off work, which is a wholly unreasonable burden for a single repair.Please don't reply telling me to speak to your chat etc as I already have and apparently there is no one I can speak to regarding my complaint!
On the 24th of September I ordered a Hotpoint cooker , from day one I had problems with it 1,the stoppers on the glass lid were not connecting with the pan stands which caused the glass to make contact with the pan stands, I phoned up and reported it and they sent someone out to fix it. Since then it has been nothing but problems and trying to phone up Hotpoint is virtually impossible so I called the shop I purchased it from and someone must have contacted hotpoint on my behalf. 2 One of the hinges is loose on the glass lid,and i was told but it still closes ,the hinges themselves are starting to turn yellow already, 3, One of the pan stands is uneven which causes the pans to rattle. 4,The glass in the bottom oven does not come out for cleaning, the whole door has to be dismantled from the cooker. 5 You cannot use the top shelf on the grill as it burns all of the food and the bottom shelf is too far away and takes forever and uneven cooking. 6 The oven shelves are too small so none of my trays will fit in the oven without clanking against the glass door. The Hotpoint engineer who called out noted all of these problems I mentioned and said he would get in contact with customer service as soon as he got back And he would ring me with the outcome, later that day he did ring me as promised and said he had no luck with customer service they weren't interested they told him I should not use the top shelf in the grill and I should have read the dimensions of the cooker before purchasing it,I did read the dimensions of the cooker, my old one was a Hotpoint HAGL 60 and it had a 77 litre capacity main oven and a 32 litre top oven /grill, the new one I purchased from you has a 78 litre bottom oven and a 34 litre top oven/ grill so it was bigger than my previous one but with the shelves in the new one much smaller in depth none of my trays/roasting tins sit on them without knocking into the glass door I was going to remove the heat guards from the back of the shelves so I could fit my trays in but they have been welded on where as my old cooker you could take them off for easily cleaning,so really the cooker is not fit for purpose, I was also advised not to let the shop i purchased it frome to contact them to send an engineer out as I will be charged 75 pound, I would like to return this cooker for a full refund as it is not fit for purpose.and all I am getting from hotpoint is IT WORKS, well just as I expected,no one there to take call and 2 other contacts are virtual assistants.
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