Thurgo reviewed by

London, GB

4 Reviews

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Very unsatisfactory initial experience, but company made efforts to make amends

Update: I was telephoned last week by a director of the company who had been, he said, reviewing my case. He apologised unreservedly for the bad customer service and said that he would like to compensate me. I thanked him and reiterated that the lady that I dealt with was always polite and helpful and offered a no quibble full refund immediately; it was the company's failure to deliver on what it had promised that I had issues with.
He said that steps had been taken to ensure that this would not happen again and, as a gesture of goodwill, said that he would send me, free of charge, two boxes of dust bags for the Miele hoover (which, by now, I had bought elsewhere) which I accepted.
I made no comitment to comment further on my review, nor change my rating but, they have admitted their initial failure and have made efforts to redeem themselves, rather than ignore it and, on that basis, I am giving them one more star.

The Miele S8330 HEPA vacuum cleaner was listed as in stock on Thurgo's website at a good discount. Accordingly, I placed the order and payment was confirmed by SagePay almost immediately. The website offered and I accepted to pay extra for next day delivery and I took the day off work for this. No delivery on the next day, nor any communications as to why, but an e-mail at 4 pm to say that my payment had now been approved by the accounts department and I would receive an e-mail after 6pm giving details for delivery. I called up Thurgo's customer service line to be told that they didn't, after all, have an S8330 in stock but that they would give me an "upgrade" to an S8320 for the same price. I said that I would check and call back. I checked with Miele, who informed me, as you would expect from the lower model number, that the S8320 was a cheaper model with less features and definitley not an upgrade. I called Thurgo back and cancelled the order. To be fair, [name], in customer services, was at all times polite and helpful and immediately offered me a full refund, with her sincere apologies, which I have now received. But, the company was not honest in its dealings with me and I have no intention of ever dealing with them again. Discounts, clearly, often come at a price.
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