Review Time
I visited The Appliance Depot around a month ago to purchase a new fridge and cooker, and I was really fortunate to have met Steve who helped me. He was brilliant! His customer service was absolutely outstanding. He took the time to understand what I’m after, he explained all the features of various models, and he was really easy to talk to. Steve’s knowledge and guidance made the entire process smooth and stress-free. Thanks to him, I found the perfect appliances for my home. I highly recommend The Appliance Depot and especially Steve. Thanks again for all your help, Steve.
Purchased a grade "A" washer dryer from them.It arrived with significant damage, which they claimed was on the listing.....but it was not. Now a few months later the thing has broken, and the manufacturer won't repair it due to the pre-existing damage. (So it never really had the 2 year warranty it was sold with).The Appliance Depot are refusing to accept a return.They blame me for the damage!Very rude, and shady business practices.
What went wrong? Well, nothing went right! Zero stars is more appropriate.They stated the appliances were fine but would be repackaged-what I found that this meant simply sellotaping some thin cardboard round the sides. Not the top or bottom, no protection, just the sides.Ordered a Bosch F/F-website stated it was damage free, arrived with a big side dent and no handles.Same order included an electric cooker, that once connected and switched on, the top oven tripped the main electrics.Emailed multiple times-and got ignored. Called, and had the phone put down on me. Started a chargeback for the cooker as they ignored my emails, THEN the company emailed me-saying they would cover a repair cost, swiftly followed by a 'no we have to have it back', so I can no longer have it inspected in situ to prove my recharge claim. The company then claimed I had damaged the doors on the oven and that I had specifically told the collection driver that (their words via email) I had said 'something about a door was loose'. Literal lie. Not only were the doors not loose -I hadn't complained about loose doors and had already said I would keep the appliance after the top oven was fixed, so I wouldn't have said it, but it was very clear that the doors weren't loose as he moved the appliance! He didn't say anything about the doors either. I again can only assume that manufactured issues are attempting to be used in their shocking dispute of the chargeback. Photos taken by me prior to collection prove this to be false and it seems they are unaware that some homes have indoor security cameras that can record audio.They flagrantly ignored the fact I could also legally cancel the order within 2 weeks as per distance selling regulations, but ignored my emails until that time had long passed.Emailed repeatedly about damage to fridge freezer on arrival too, and again, ignored-completely, so I am going to have to start a chargeback for that now.This is almost like the rules and regulations don't matter to them. Perhaps they expect people to read their site and take what they say as gospel, when in fact what they say on their site is in breach of multiple consumer regulations.This is my first ever chargeback-and I am 53.Their T&Cs are against Trading Standards regulations, they don't advise you of your comsumer rights, they didn't tell me I could cancel, or get repairs, or claim on a warranty, or choose to return it, they didn't ask for photos of the damages, they did not offer to replace, or collect, they in fact just ignored my emails and took no action whatsoever. Their website states to tell them about faults or damage as soon as possible or they will refuse liability. They offer remedies such as repair, replacement or "possible" refund. My rights entitle me to a refund for goods not as described, but that appears not to matter either.Their FAQ's also contain mistakes, and do not inform you of your statutory rights-which some of their rules directly contradict (for example: they cannot charge a restocking fee to cancel, you also have 14 days not 7 to cancel, and if they do not advise you of your statutory right to cancel in writing your timeframe to cancel becomes one year and 14 days), so be warned-if my experience is anything to go by, you could well have a nightmare time having to fight for your rights under the law.My advice: Go elsewhere, frankly. But if you choose to use these then screenshot the description of the product, video the product(s) on arrival, video any damage, get someone to inspect it before allowing them to collect it, and arm yourself with your consumer rights and then if ignored, start a chargeback or a section 75 with help from your bank. Expect to have to fight.I thought I was buying undamaged goods simply with damaged packaging as their website stated-I thought I was doing the planet a favour as what harm is just damaged packaging, right? I usually use AO.com (never recieved a damaged or faulty product from them, can prove this with invoices and bank statements if this review is challenged by Appliance Depot) -but thought I'd try somewhere else for a change. What a mahoosive mistake.What I got was two appliances-one damaged/one faulty, appallingly rude attitude by Steve, and still ongoing grief six weeks later. On delivery I was told by the driver that "women usually get their husbands to deal with deliveries and things like this"...not even kidding. I spent almost £850. They do not want to give me my money back and instead are attempting to fabricate reasons to avoid it.They have yet to acknowledge the f/f cancellation/return.I shall be reporting Appliance Depot to Trading Standards, seriously, my experience is really that bad.I have since bought an AEG cooker from elsewhere and that arrived undamaged and properly packaged.
I would not recommend buying from this company if you either live in London (or an apartment anywhere) or value good customer service.I purchased a cooker hood and dishwasher from this company to be delivered to my address which consists of a flat number and building name (first line), and street number and street name (second line). The driver called me to say I have two addresses as he mistook the two lines of the address for two addresses.I then spoke to the shop where the discussion quickly degraded into threats of libel, personal attacks, and rude and disgusting behaviour from the manager.He also insisted that it is two addresses and I kept repeating to him that it is the first two lines of the same address. He still insisted that it is two addresses, and I reiterated that it is two lines of the same address. This exchange went in the same circle a large number of times which I now realise could never have ended amicably if the manager is not aware that an address can have two lines like this (one with a flat number and one with a street number) and he is unwilling to accept and learn that this is possible when presented by a customer. Instead of doing the latter, he continued to insist that I am wrong despite asserting that I know my own address and that it is common throughout London and also listed as such on Royal Mail. He also said that an address cannot have two different numbers in it. His lack of understanding became pure arrogance instead of simply accepting that the customer is right especially as it was concerning an address that belongs to the customer and not him.I then had to spell it out for him and tell him that the first line represents the flat number and building and the second line represents the door number and street of the building. I believe at this point he finally understood, but then told me that I told him it was two addresses. I strongly asserted that at no point did I say this, but he kept insisting that I did. His behaviour now morphed to denial as well as arrogance.This led to another circular argument where his behaviour started to also become rude and obnoxious as he made a series of personal attacks asking if I'm "not right in t'head" and if I've "got nowt better to do".He also kept hanging up on me which did not help the situation given that the matter was urgent with the driver in the vicinity of my property trying to find the correct address. He even threatened to tell the driver to not deliver the items and return them to the depot out of spite which would have wasted everyone's time, not least mine and my tenants who had made arrangements to be at home for the delivery.During the various phone calls, I also spoke to at least three other staff who told me I was "pedantic", and refused to tell me if the manager I spoke to was the owner of the company citing "GDPR" even though I'm a customer and that this is public information (not private per the 'P' in GDPR).Finally I threatened to post my experience on social media to which I was told by the manager that he would post on the Internet about me! Now, I'm unsure what kind of business training this man has had, but vindictively threatening to do something illegal to an disgruntled customer over an address mix-up, especially where the customer provided the address correctly and accurately, would not be my go-to response if I cared about my business. He even said he had looked me up online and would post on my own businesses even though they have nothing to do with this situation. How rancorous.Needless to say, here I am posting about my experience as Appliance Depot do not seem to care about losing business by anyone who might read this review. As they say, no skin off my nose, but potentially an indeterminate loss of revenue for them, all because of a man who hates his customers, hates his business, and seemingly hates life.In the end I finally spoke to someone called Tony who called himself the IT Manager. He is the only one in the company who seems to have any business acumen and a sense of customer service as he immediately understood how London apartment addresses work and also understood how a single bad review can lead to one or many other customers choosing not to buy appliances from Appliance Depot.Unfortunately I never received any further communication or apology, and I'm worried if I should ever have a warranty issue with my products how it would be handled as I do not want to deal with this company anymore with the way its staff treats customers who have paid them money. It's not how I would treat someone who was kind enough to choose me to part with their money in return for my products or services. But hey, each to their own!
Overall positive experience dealing with The Appliance Depot. Spoke to a member of the team prior to making an online order and they provided me with the information I requested along with a potential delivery date. Placed my order and within a few hours I had a call to confirm delivery date within my expectations. I recieved a courtesy email the day before delivery from Charlie (the courier) confirming delivery date and ETA. On the delivery day I recieved a call from the driver confirming his slight delay due to traffic. Upon arrival the driver was polite and delivered my washing machine into my ground floor kitchen. We had a chat and it turns out he had been on the road since 2am! And likely wouldn’t be home until 9-10pm. I hope he is highly rewarded for his hard work and dedication!I would highly recommend The Appliance Depot and would happily use again. Very pleased with my purchase. Regards Dean
I ordered a product from this company, and was given a delivery date of a Wednesday which I couldn't do. I asked for an alternative and was told that their drivers are only ever available in my area on a Wednesday. I then decided the next day (over a week before the delivery date) that I would use a larger company with more flexible delivery options. So I emailed back to advise that I was cancelling the order and would buy elsewhere. I asked for a refund. I'm getting pushed from pillar to post and told I need to call and speak to Management "John" after 11:30am as they cant organise a refund. Absolute rubbish. I've cancelled in writing and now have to contact my bank to get a refund as they are refusing to give me the refund. Makes you wonder if they are in financial trouble and if I will ever get my refund back. Avoid and use a reputable company.
I really wouldn’t bother. Ordered a tumble dryer which was only advertised as having a light scuff on the top, not second hand. Having accepted a lower offer, I thought I was getting a real bargain, so didn’t complain when the delivery date was three weeks later. In delivery, the item was faulty and not working. Called the company and they told us Smeg would contact us to send an engineer. At this point, I asked for them to collect it and they said they’d call back. But they didn’t. Waiting for them to call back, the engineer schedules a date 5 days later. We wait…but the item needs a significant repair and parts. Speak to the company, the manager is on ‘lunch’ and will call back. 5 hours later we call them and they won’t replace the item unless we pay another £100 as it was second hand. This wasn’t stated on the advert at all. Good news, we then have to wait another 8 days for them to collect it! Absolutely dreadful customer service and just not worth the wish. Would strongly advise to stay clear. Having been without an appliance for over a month, I’ve never experienced such a terrible service and so many promised callbacks that don’t happen. We’re replacing a tumble dryer that had an electrical fire, so needed trust in an appliance. It’s clear, uou don’t get the whole truth about the background of an appliance and this doesn’t feel safe at all. It’s not worth the risk. That said, the delivery driver was lovely- which probably gave them the 1/5…
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The Appliance Depot was founded in 2008 by a dedicated team who have over 33 years of experience within the industry. We have seen welcome and unexpected growth over the years and are now operating from two different sites within Leicestershire, with a total warehouse capacity of over 35,000 square foot, holding over 5,000 products for sale.
We sell products from some of the most recognised and loved brands, including, but not limited to: Neff, Bosch, Siemens and Smeg. We specialise in selling graded products bought directly from the manufacturers themselves. These products may not come in the original packaging, they may be ex-display, damaged, end of the line or cosmetically imperfect. However, we pride ourselves on being honest and transparent with our customers, and you can find an explanation on each listing of why that item is graded.
From the moment we answer the phone or respond to your email, you are at the heart of what we do. We strive to answer all queries and provide as much information to the customer as possible, in order for them to make a well-informed decision. Our dedicated team pride themselves on providing an exceptional level of customer service, from answering queries, to showing people around the warehouse, and going above and beyond when delivering.See more
