"Rude and obnoxious staff, dumb delivery drivers"

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!

"Sell badly damaged units as "A", and warranty not honoured"

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.

"Overall positive experience dealing…"

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

"Make it difficult to cancel orders - Avoid"

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.

"Dreadful from start to finish "

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…

"Extremely bad experience with delivery…"

Extremely bad experience with delivery service. The driver called Ben refused to take our fridge away and left it half way through our hallway. And for twice, the same guy didn’t deliver the name fridge and freeze. Can customer service please contact us!! When the driver drove off half way through delivery, the van almost hit me! I need the manager John to call me back asap!

"New kitchen extract"

The appliance was delivered very quickly by a friendly efficient driver, all in good working condition.

Thank you

"Excellent Company, was a pleasure doing business "

Fantastic Service from start to finish,
1) Lady in sales very friendly & helpful,
2) Communication excellent from sales through to delivery,
3) Delivery man very honest and pleasant,
4) Instructions followed impeccably well
5) item very good quality and value for money

"I couldn’t be happier with the service…"

I couldn’t be happier with the service I have received, I bought a Smeg oven at a discounted rate as it was ‘graded’. They were incredibly transparent about the marks on the oven which were minimal and gave a great discount. Staff were very personable and deliver was prompt and communication was great. Highly recommend

"I was struggling to understand which…"

I was struggling to understand which kitchen mixer tap to order and the guys ay Appliance depot were brilliant from start to finish. Not only was the tap the cheapest I could find online, the patience from the team in answering my questions and my indecisiveness was really appreciated. tap came faster than expected too. Thanks guys :)