reviewed by

Holmfirth, GB

2 Reviews

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Beware Misleading Promotional Offers

I bought a Bosch Classixx 7 on September 1 2012 from Appliances Online. So far the machine has been great.

Appliances Online has not been great. I could have bought the washing machine cheaper but decided to use Appliances Online because of their 'Ocado Free £100 Voucher' promotion (note that 'voucher' is singular). I checked the website carefully for details of the voucher and even discussed it with a customer service representative on the telephone.

As I had been led to expect, the voucher was e-mailed to me after delivery (it was on the Monday after a Saturday delivery). What I did not expect to receive were three vouchers (£50; £25 and £25 to be used in consecutive weeks with a minimum £80 shop per week). I'm a single person and usually spend around £150 per month on groceries and not £240 in three weeks.

These stipulations were not mentioned on the promotional page nor by the advisor. When I complained it was pointed out to me that the offer was detailed in the small print under the T&Cs on a different page. They are there but I challenge you to find them.

I really feel that this was sharp practice by Appliances Online. Good customer service would be to be upfront about the offer (at least talk about vouchers in the plural), not to hide it in the small print and not to blame Ocado for the terms of the offer. My issue is not with the terms but with the failure to communicate it adequately. I would not have bought from Appliances Online if the offer had been communicated clearly. And isn't that the point? They chose to mislead so as not to impede sales. This is the type of service I'd associate with budget airlines.

To make matters worse on the Saturday morning of delivery I received four texts; two automated calls to my home phone and two automated calls to my mobile informing me that delivery would take place that day between 3pm and 7pm. All the contacts were made between 7am and 7.30am. One contact would have been great; 8 contacts suggests incompetence. The machine arrived at 7pm on the dot.

Beware of any offers from Appliances Online. Buy elsewhere.
    TrustScore 9.7 / 10
    18,533 Reviews

    Reply from

    Hi Andrew

    I’m glad to hear you are happy with your washing machine however I’m sorry you are not happy with our Ocado promotion.

    We have taken the comments on board and we have now changed the promotion banner on our website to ensure we are as clear as possible as it is not our intention to mislead our customers. Therefore the banner now states there are four vouchers worth £100 in total.

    Also I would like to apologise for the excessive communication you have received and this will be investigated further, I can understand how frustrating this can be especially so early in the morning. If there is anything else I can help with don’t hesitate to get back in touch.

    Thank you, Natalie- Appliances Online.
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