"Great range of appliances and excellent…"

Great range of appliances and excellent service

"Ordered a dishwasher from this company"

Ordered a dishwasher from this company. Chose the 4th March from their website as a delivery date..the courier Arrow XL contacted me to state that could not deliver till the 8th. I complained to the the Appliance shop and was promised the 6th. The kitchen fitters were waiting but the washer never turned up. Complained again to the Appliance Shop ....they than gave two other dates. The service was poor. Eventually it turned up on 13th March . The booking system on their site cannot be trusted. They done very little to deliver a trusted service or compensate. Would not take the item back unless I paid £99. The kitchen fit was delayed by 7 days due to this poor delivery.
The item was also damaged ....again no recompense offered.
I have correspondence and photos of damage.
Arrow XL were poor ....could not offer any alternative that did not fit their system.

"Great service and great price"

Great service and great price
Best price available on the internet, product arrived next day as promised with timely updates in the delivery time

"Speed of delivery was excellent"

Speed of delivery was excellent, courteous and helpful delivery guys. the whole process was well managed with clear and updated information re the delivery

"Great company had no troubles with…"

Great company had no troubles with them. Communicated well and delivered on time and with professionalism.

"very competitive prices and had the…"

very competitive prices and had the size i needed

"The buying experience was positive…"

The buying experience was positive enough as the ordered appliance was out of stock but they quickly phoned back with an agreeable equivalent product along with same delivery dates. However aftersales was a totally different experience. Firstly they failed to tell us that the agreed delivery date was not possible halfway through the morning of delivery NOR DID THEY KNOW THIS we had to phone them. The sale was agreed by us upon delivery being possible on the date stated online. Upon trying to cancel the order for a problem out of our control they imposed a £99.99 penalty charge. There was no good will or redress shown at any stage for a problem not of our making only it was our issue and our problem. As they say buyer beware in future we will stick to high St sales for any electrical appliance.

"Unfair Policies, Unjustified Cancellation, and Poor Customer Service – A Warning to Buyers!"

Review Title: Appliance Shop – Unfair Policies, Unjustified Cancellation, and Financial Loss!

Details:

I purchased a cooker from Appliance Shop, and my delivery was confirmed for February 24, 2025, between 09:15 and 11:15 AM. However, after I inquired about consumer rights in the UK regarding cancellations, warranties, and compensation, my order was suddenly canceled under the excuse that the product was out of stock, despite receiving a confirmation less than 24 hours prior!

Concerning Policies of Appliance Shop:
1. Unfair Cancellation and Return Fees:
• If a customer decides to return a product, 30% of the order value is deducted as an administrative fee.
• Additionally, the customer must pay £100 to return the product, which is an excessive and unreasonable charge.
2. Manipulative Order Cancellations:
• As soon as I inquired about my rights as a consumer, my order was immediately canceled due to “lack of stock.”
• Why was I not informed of this earlier? Why did they confirm delivery and then cancel it only after my inquiry?
3. Placing Responsibility on the Customer for Delivery Issues:
• If an order arrives damaged, the delivery driver is not responsible, according to the company’s policy!
• If the cooker is installed and has any technical faults, the company refuses to accept returns, claiming it has been “used.”
• This puts the customer in a difficult position because there is no way to check if the product is functional before installation, making their return policy extremely unfair.
4. Financial Loss Due to Their Decisions:
• Based on their confirmed delivery, I took a day off work to receive the order, but they canceled it without offering any compensation.
• If a customer is unavailable at the time of delivery, they must pay for redelivery, but when the company cancels an order, they take no responsibility!
5. Delayed Refund Processing:
• Refunds take between 3 to 10 business days, meaning customers may be left without their money for an extended period due to the company’s mistake.

Conclusion:

My experience with Appliance Shop was terrible. The company manipulates cancellation and return policies to avoid legal obligations. They have unfair terms that place full responsibility on the customer for damaged goods, refuse returns once an appliance is installed, and impose high fees for cancellations or returns.

⚠️ I strongly advise against purchasing from this company, as you may find yourself in a similar situation—losing money and time due to their unfair policies!


Update:
Thank you for your response. I would like to clarify that my review was based on the information and policies published on your official website at the time of purchase all of which were available online. This includes the mention of a possible 30% restocking fee. I’m not the only customer who experienced issues several previous reviews reflect similar concerns. My intention was not to harm, but to share a genuine experience, and I hope this feedback is taken seriously.

"Horrible customer service experience - reported to Trading Standards"

Horrible customer service experience.

They try charging 30% of the value of the product just if it is removed from packaging even if you bought it online and even if you are returning it with the original packaging! They charge £100 to collect the item which is extortionate.

They also sell items like the AEG table top dishwasher which is not fit for purpose as it can’t fit standard size dinner plates (and definitely not 6 place settings as described) and aggressively push back on this when you point it out to them and try to return the item (“it is a compact dishwasher and therefore should only fit smaller plates” - a ludicrous statement!). In the process of getting the matter resolved by the financial ombudsman and have reported them to Trading Standards.

All in all a terrible customer service experience from the customer service manager. I have no idea where all of these 5* reviews have come from but given their frequency I find it very suspicious.

"BEWARE OF HOW THEY OPERATE"

BEWARE. They are really unethical in their delivery effort. I bought a freezer. The delivery firm ArrowXL tried to deliver early. I was in hospital having an xray. My option the retailer offered was cancel for £89.99 or pay £49.99 for a second delivery attempt. I then approached ArrowXL directly which ApplianceShop should have done. ArrowXL reviewed the matter and waived the fee. They are terrific. I wish I could write the same about Appliance Shop customer service.

Further, it is really disappointing that Michael has decided to accuse me of being abusive in order to avoid addressing the issue of his POOR service regarding the shipment. Sadly that seems typical today in our country where Police waste time chasing non hate crime incidents rather than pursuing shoplifters-avoid real issues. I do hope that firms that supply goods to Michael treat him as he treats his clients. He did early in the purchase offer help which enabled his team to not go outside their shipping time boundries to which I acceded. No benefit to me but helpful to his performance measurments. For that help to him, I get it in the ear. Oh well.....