Reply from Comet
[REPLY]
- Reviews (271)
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- Chris Stapleton
- Nottingham, GB
- 1 Review
Television
Purchased a Tv in january, reported a fault at the start of june 2012 and I still have not had it repaired. There has been numerous excuses from comet regarding the parts that are supposedly not in stock or they are waiting for. I advise anyone to not use this company as they do not care for their customers once they have taken your money
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- Mary Moss
- Hartley, GB
- 1 Review
Indifferent
I took my visually impaired friend to our local Comet to buy a gas cooker. I had previously advised them of our visit, her disability and her preferred choice.
The assistant was just ok but not customer focussed and particularly indifferent to my friends disability. She offered to show her a model that was not in the store on the PC! She made special notes on the delivery instructions about access etc. The delivery came on time but the delivery men were not made aware of my friends disability and referred to checking on line details of delivery!
The whole experience was less than satisfacory as I felt the shop assistant in particular was not disabilty aware. I tried calling the head office to give feedback but every time the phone cut off after lengthy pre recorded information and hanging on. Comet - not impressed!
- Chris Lodge
- 5 Reviews
What Guarantee
This was a Hoover vacuum cleaner that will not stay upright. Comet refused to replace or repair it. Statement from a phone call from head office was return it to Hoover
- Eric Forster
- 4 Reviews
Very good service
I like Comet but their stores don't seem to have everything on display. I went to look for a PC keyboard but the limited ones they have are all in boxes. I have bought a really good printer from them and a TV but for smaller items they don't seem to be dedicated to. The prices are reasonable and I did register with them to receive emails but I don't often find a bargain.
- Clarissa
- 7 Reviews
Bit of let down instore
Prefer to shop elsewhere than here, due to customer service and returning faulty items. Big no no
- Kathie
- 5 Reviews
Excellent service
I recently purchased an American fridge freezer, from comet Drakehouse Sheffield, I love it, and the staff there were so helpful and friendly, highly recommended
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- Giles Smith
- Truro, GB
- 14 Reviews
- Mr
- 8 Reviews
old store. bad product range and stock.
Went to one of their shops in mill hill the other day. Did not buy anyting. What an awful store. Went to Currys afterwards at staples corner. What a difference.
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- Steven Hopper
- Swindon, GB
- 2 Reviews
Rubbish
Quick enough to sell expensive electrical goods but when tooken back due to being faulty don't want to know
- Colin Turner
- 17 Reviews
Good deals
Easy website to use. They offer some deals and also the regular emails offering them is excellent.
- Donna Monk
- 5 Reviews
Great all round service
I had cause, once again, to call into our local Comet, in Netherauld. This time it was to purchase my new Dyson vacuum cleaner. As usual the help and advice given was 100% and I did leave the store with my new "toy"! We went for the ball Dyson and it is even better than the one we have replaced it for, which was too heavy. Thanks Comet staff for again being so helpful and caring about our purchase.
- Howard Dale
- 1 Review
Sales team good, aftersales appalling.
Bought a Panasonic washing machine from Comet in April so that it could be fitted as part of a new kitchen install. Advice and help from the sales team when choosing the product was good, and it was put into service when water was reconnected to our new kitchem on 3rd May. On 28th May it suffered a major failure. It could not turn the drum and instead made a horrible mechanical noise like a gear or ratchet slipping. Phoned Comet customer service and had to wait 15 minutes at 10p per minute to even talk to someone and report the fault. After all that they simply told me to contact the manufacturer whose offices were closed until the following morning. Finally got hold of them who said they would contact an outsourced repair service who in turn would contact me to make an appointment. They finally called on the 30th and said earliest they could come out was 6th June (9 days after the failure). So - went back into the Comet store and spoke to the sales manager and said that as the machine had only been used for 3 weeks and as it could not be inspected let alone repaired within a reasonable time I would like it replaced as is my right to request either repair or replacement under the sale of goods act. He just simply told me that was not possible under their policy and I would have to wait for an engineer to prove the applicance was faulty. I pointed out to him that under consumer legislation any problem occuring within the first 6 months automatically deemed the product to be faulty and it was their responsibility to prove otherwise in his time not mine. This was met with a point blank refusal to do anything until an engineer had confirmed the fault. I then asked him it it was therefore Comet's view that it was entirely reasonable that we (as a family of 5) should have to wait 9 days without a washing machine just for an engineers visit, let along any aditional time it would take to repair it, and he said YES COMET FEEL THIS IS REASONABLE. I queried again, even on a machine with just 3 weeks use, his response - YES. Absolutely unbelievable that a company in trouble in a recession can copntinue to treat its customers with contempt. I told him I was not happy with the response and wanted to take it further, he said - with a wry smile - you had better write to head office then - knowing full well that would only extend the period without a machine, not speed up a resolution. Like many other people on this site, I had purchased many items from the same store in the past - the Panasonic washine machine will most definately be the last! (but I don't suppose they really care).
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- Thehairlounge Denny
- 1 Review
Extremely poor service
Absolute appaling customer service. Took out an expensive extra warranty for a washing machine and took 7 days to get an engineer out and when he came he had the wrong part. Now been told it will take 7-10 days to order the parts. Incidentally, the washing machine is under two years old and has had the main circuit board changed and the parts I am waiting for are a new drum, new bearings, motor and other bits. What a waste of money. No one wants to take on my complaint either. Was told by customer services that there was othing I could do and to take it to the point of sale (store) which I did and they said the service I have recieved from customer services was shocking and shook on getting a new machine to me and having the old one written off. Was told I would get a call today. Got a call to say he couldn't get authhorisation to write it off but was still trying. Ended up going back up to the store and now they are blaming the service department. What a joke!
Have spent in the region of £2,500 in the last year and this is how they repay you. THEY ARE NOT INTERESTED after you have spent your money. GO ELSEWHERE.
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- Ziggy Starbust
- 8 Reviews
Bad very bad indeed
If you want to buy a product that has a fault and they won't take back. Then this is your store!
Pushy instore Salesmen - trying to sell crap, useless insurance whcih costs more than the product .... A kettle, £30 - insurance £31.00 per year??? eh >??? eh??? what are they playing at.
If you change your mind or buy an unwanted gift the ONLY way to get a refund is to swear a lot and loudly on a Sat afternoon. Company policy is not to refund unless faulty - Hang on, ordered online,.... its my legal right!
I will NEVER use them again.
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- Nina Cole
- Bedford, GB
- 1 Review
Abysmal
I have spent thousands of pounds in said store after the past three years, but only after my laptop developed a fault only four weeks out of warranty, did I discover how rude and unhelpful their customer care team are!
During my initial complaint I was disconnected, promised call backs did not happen and my independent report which stated the hard drive had failed, has been dismissed! To say that a member of one of their staff had been economical with the truth is an understatement and two months down the line and I still have a non working laptop. I am having one last ditch attempt at a repair and recovering my financial losses, or I will see them in court.
Be warned. Their salesmen are extremely friendly and believable, but their customer care team are rude, unreliable, uncaring and downright dishonest. I will NEVER purchase from that store again.
- Jim
- 2 Reviews
Poor product, rude customer service & Incompetent engineer
I have never used comet since purchasing a Scandinova fridge from them. The door literally fell off after 14 months. They would not come out to look at it, until I paid them a substantial fee because I had not bought their extended warranty. I said it was a design fault as all the weight of the door was supported on plastic that had worn away at the pivot point, andI I should expect a £ 450 product to last more than 14 month. In fact under the sale of goods act it was not of saleable quality. The repair they carried out for a fee, broke again after 1 month. They promised to refund the fee , but never did. I carried out a repair myself using metal parts and this has lasted much better.
- SRP
- 12 Reviews
Excellent
Excellent service, low prices and efficient delivery. I have been using Comet on a number of occasions & have never experienced any problems. The website is easy to use, the communication is good, prices are vey reasonable & the service is prompt. Highly recomended.
- Donald MacPherson
- 6 Reviews
Don`t use their service!!
They sell protection plans through Domestic&General better to open your front door and throw your cash outside,its the same result,robbers
Again would give no stars but not possible
- S Clark
- 23 Reviews
Poor customer service
Poor attitude to customers and too expensive. What's that? You don't have sales because your prices are so good anyway. MMM.
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- Alan Hart
- London, GB
- 1 Review
Will not use again!!
What a shambles of a company! Have spent literally thousands of pounds in my local Comet over the past couple of years, I recently bought a bracket for my new television for £140. When I got it home I realised that I had managed to buy one that was not compatible with my TV, so I took it back the next weekend for a refund. Despite the product being unopened and unused - they could have simply put it back on the shef - the store declined my request for a refund on the basis that it was outside of their new 7-day return period. I had bought it exactly a week previously! But apparently their sales staff have no discretion in the matter. To her credit, the girl suggested that I might have more joy if I called Customer Services the next day. Well, I have had more joy on visitng the dentist. The guy on the phone could not have been less helpful. He wasn't interested in what I had to say, he was merely miffed that the store staff had suggested that someboy should ring customer services to challenge their unreasonable returns policy - apparently they're not supposed to do that!! Eventually, the guy just transferred my call back to the store where somebody else just repeated that he had no discretion to over ride the policy. In desperation, I wrote to their Customer Services address. Yesterday I received a polite letter - presumably a standard letter is response to the numerous compaints that they must get about their returns policy - stating that it is what it is. So I am stuck with a £140 TV bracket that is of no use to me whatsoever. They could put it back into stock and sell it tomorrow. Madness. Obviously, I will be taking my business elsewhere in the future. Okay, so I daresay one customer more or less won't make any difference to them, but if my experience is duplicated across their customer base, it can only hasten their demise! I have since purchased a bracket that does fit my television. It is perfect and was half the price that I paid at Comet. The custoer service I received (internet seller) was faultless. It is a well-known fact that Comet are struggling for survival, is their management really so dense as to believe that treating customers in this manner is the key to their future? Okay, so they got to keep my £140, but they have lost out on all of my future custom. Ludicrous. Can't help but feel that the name Comet is not long for the world of electrical retailing. RIP.
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- Ray McQueenie
- Irvine, GB
- 1 Review
Extremely poor aftersales
Aftersales service is extremely poor
The issue I have at the moment is with a washing machine purchased 18 months ago. This unit was repaired in march where it required new brushes. less that 3 weeks later the unit failed again which required another visit from an engineer for the same fault. On both occasions I had to wait 8 days for the repair to be effected as I was told this was exceptional circumstances and they were extremely busy at this time of year. The unit is now faulty again and this time I think more seriously as it fused the electrics in my house when it failed. Yet again I am faced with a further 8 days of no washing machine which is totally unacceptable given that I have had to endure this twice already.
I have spoke with several of their customer service representatives who to be honest are not interested in resolving the issue but merely read a scripted response that the earliest time they can have an engineer is the one booked. Having explained that I feel mine is an exceptional circumstance, where I am on a third repair in less than 3 months their attitude is tough. I spoke with a manager who i will not name on here who said "Yes Comet are happy to have you without a working machine for this time", is this a joke? Are the staff trained to offer poor service and ridicule customers?
I know that they are going through some structural changes regarding the repair service that they offer but I as the comsumer should not be dissadvantaged by this. It clearly states on the warranty documentation that is supplied with your Extra Care policy-
Quick call outs
One of our specialist engineers will visit you quickly at a time
that suits you. (Normally within 2 working days).
I have never recieved a quick call out as stated in this documentation. My choice to purchase from Comet was the assurance from their sales staff who told me that their aftersales service was better than Currys and that I would recieve an engineer if I needed one within 2 days. They are expecting me, for the third time in less than 3 months, to agian wait 8 days without a washing machine in a household with 2 adults and 2 teenagers who require clean clothing.
Come on comet this is an extremely POOR level of customer service and in a very short space of time!!!!
DO NOT BUY FROM COMET
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- rob
- Combef, GB
- 8 Reviews
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- Janine Child
- 3 Reviews
They will sell you it !
Comet willing to sell and deliver on a weekend, But not repair waited over a month for repair of a Tv 5months old. Kept getting fobbed of with dates . part not in stock. No replacement offered, They just want your money then stuff you ! And calls to the customer care cost YOU 10p per minute to be put on hold. Will never buy from them again
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- Jack Hutchinson
- Barnoldswick, GB
- 83 Reviews
Fantastic!
I've used Comet for years (both online and in store). Latest purchase was my new Acer laptop. I ordered online and collected in store (Burnley branch) the next evening.
Laptop was there waiting for me, and as I needed to purchase a new USB memory stick the guy at the counter gave it to me half price and through in a laptop case as well.
I'm really surprised by the amount of negative reviews on here, but I can safely say I've never had a problem with them *touch wood*!
- Abby
- 3 Reviews
SUPER speedy delivery, best price, and great item.
The item arrived precisely when they said it would, it is a fantastic hoover, comes with a free 5 year warranty and was the best price around.
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- Adele Bibby
- 1 Review
PLEASE READ THIS "ROUGUE TRADERS"
What a load of rubbish the after sales repairs service is!! I can't even bring myself to give them 1 star.
I purchased (CASH) a new Washer/Dryer (Hotpoint WDL540) 19th Oct. 11, which broke, so I called the repair service on 15/03/12, and reported to them what was wrong with it, after my explanation, she already new of the problem with this model of washing machine, but I still had to wait a week for an engineer to come out. When he turned up and looked at the machine, he said he could not repair it and would have to order the parts, which he said would take a week, and I'm still waiting!!
After FOUR WEEKS of numerous phone calls (at my expense) and after speaking to many different people, I am no closer to getting the thing repaired! Also after many promises from this company, to ring and let me know as to why they had not yet got the ordered parts, which I have been told by Comet were shipped to them on the 2/4/12, I have heard nothing from them!!
We are a family of 4 and have had NO washing Machine for over a month, and are having to rely on family to do our washing!
WHAT A DISGRACE THIS COMPANY IS!!!! I FOR ONE WILL NEVER SHOP THERE AGAIN!!!!
*COMET if YOU READ THIS will YOU PLEASE COME and FIX MY WASHING MACINE!!!!
P.S IT won't let me post this comment unless i give it a rating, SO under sufference I have to give it 1 star.
- T Morland
- 2 Reviews
Very good customer care
I recently went in to look at a Bose the customer care was excellent the sales assistant was helpful and new his product. He also gave me money off which he didn't have to do , I was really impressed , and he got the sale , well done comet!!!
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- David Hoyle
- 1 Review
ExtraCare and Aftersales Service is Utterly Disgraceful
Unless you like being fobbed off, having your consumer rights abused, and waiting weeks for problems to be sorted under extended warranty (or within guarantee), don't buy anything from Comet.
No wonder this company is rapidly going down the pan. They're happy to take your money, but that's where their interest in you begins and ends.
I've had years of washing machine problems, took nearly two years to get them to replace one that broke down with the same fault every three to four months, they refuse to pay for clothes that their engineer confirmed as ruined. They take at least 10 days to get an engineer to you, even then they have to order parts and won't book the engineer until the parts are in. A small problem can end up as weeks without a washing machine.
After all that trouble I got a credit towards a new machine, and I paid a fortune for extracare warranty so that I wouldn't have to go through the pain again. Big mistake!
New machine is on it's third breakdown in two years. 20 days without it the first time, and currently been broken for 27 days with no sign of it being fixed soon. You have to call a 10p per minute number, it usually takes about 40 minutes get through and log the call.
What really gets me going, is that you can go on their website and it promotes extracare as having "Quick call outs and fast repairs - One of our 500 specialist engineers will visit you quickly - normally within 2 working days". I've been dealing with Comet service centre for years now and have never experienced a two working day response; you're lucky if you get a call back within that timeframe, iuf they even bother.
They try and tell me that it's due to the restructuring of the service dept. but it's always been that way. Yes, they have just made all of their engineers redundant. Where I live they now only have one engineer for the COUNTY!
Comet, unless you're giving stuff away, I will NEVER step foot over the threshold of one of your stores again.
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- Kate ShroffwasRoberts
- 1 Review
Repair of Panasonic 42 inch LED TV
We have had a terrible time with Comet recently. Our Panasonic TV, purchased on August 2010, stopped working on March 18th 2012. We took out a 5 yr warranty to cover all eventualities. A TV engineer tried to fix the TV at home, by putting in a new circuit board - this did not work. He organised the TV to picked up which took place on March 22nd. We have been told on 3 occasions the repair company is 'awaiting parts' to fix the TV! I was told it needed a 'new power circuit board' but there is already a new one in the TV. I was initially told the TV would be fixed by April 5th. Now Comet are telling me it could be a couple of weeks. It is now April 13th.
I am thoroughly disappointed with Comet - I feel this is an unreasonable delay, and Comet should have the decency to lend us a TV whilst ours is being fixed or consider it a 'write off' and allow us to purchase a new one.
Comet sort out your customers service and repairs department, and respect your customers not treat them in a patronising manner. I would give Comet no stars but some reason I cannot.
- maureenb
- telford, GB
- 1 Review
Microwave order
Terrible service, no feedback about order made online for click and collect. Waited a month with no feedback then order cancelled with no notification. Will never shop there again and will tell all friends not to go there as well
- john knowles
- ipswich, GB
- 1 Review
beyond poor
bought a proline freezer nov 2011 thermostat broke down march the 12th took an engineer 14 days to get here on the 26th march no part even though this is a small part which when the freezer stops working is the first thing an engineer looks at. coming back on the 10th april 29 days. the company is in turmoil they have no engineers because they have left after a 90 day redundancy consultation was announced, do not buy unless you feel your purchase will never break down.
- Cheryl
- 5 Reviews
amazing service
We purchased a hotpoint dishwasher from Comet in 2009, they price matched an online price and we took out the service plan. The dishwasher has had several breakdowns since but every time the repair has been covered by the plan. The engineers are polite, tidy and efficient. I would certainly recommend Comet.
- T Browning
- Manchester, GB
- 1 Review
RUBBISH AFTERSALES
Washer broke down after 8 months.It was dancing all over the kitchen and threw the drum off its springs and chewed up the door seal.
Took 10 days for an engineer to come out who replaced the chewed up seal but didn't look for the cause.
FIRST WASH started dancing again,broke again,could see that the m/c wasn't draining between washes and spinning with the water still inside so making it bounce all over the place( would pump out okay when set to manually so pump ok) Customer services agreed that it sounded like the programme board and would send someone out.
Took another 8 days for someone to come out again, agreed that it was the board but didn't bring the part with him so would have to order one and make another date for a visit.
Contacted customer services to complain but only told it would be aprox another 10 days to wait.
That brings the total to 28 days so far, not been yet!
RUBBISH AFTER SALES , Avoid buying any large goods from them as they will NOT replace but keep repairing with only a 3 month guarantee.
- eh52ppp
- 6 Reviews
Comet don't deliver above 3 floors
Don't buy a fridge freezer and expect to get it delivered it you live above the third floor. Great service....... NOT...........
- John
- Leicestershire, GB
- 3 Reviews
useless after care
Brought a number of items in May 2011, Wahing machine,microwave oven,Tv,Bluray player,tefal fryer,vac cleaner,etc..
First day tv faulty---Refunded.
First day bluray faulty---Refunded.
2 weeks later Tefal fryer faulty-Refunded.
Now the main problem, A Hoover Washing machine, after a few months it decided to dance about, i put it down too uneven floor and re leveled the floor, but the washer still decided to dance around, i decided to buy a new washing machine, i gave my partner the washing machine 2 weeks ago and installed and leveled the washing machine in her home, it danced around and made a banging sound, i phoned Comet, who asked me a few questions and i explained the problem, now the ironic bit, the engineer asked, when empty, test it on a spin cycle, if it dont move/dance, the washing machine is ok(Uh), i explained it does the dance when it is washing/spinning, even when half/full load of clothes, when there is no clothes it is okay, he then said if an engineer come out and he will try a spin mode without clothes if it dont dance he will say that there is nothing wrong with it and will charge me, (how pathetic), and then told me to put something under the feet to help cushining the vibration.
All i can say is what a load of crock........
So no more Comet for me.
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- Helen
- Westbury, GB
- 2 Reviews
Excellent service & delivery
Sales advisor was very helpful and knowledgeable about the products. Comet delivered as agreed on Saturday.Service plan includes changing the way the doors open, also visited on Saturday. Finance agreement had lots of questions but means that the cost will be spread over 9 months. Would recommend Comet highly.
- saeliza
- 3 Reviews
Told out of stock a week after taking my money & 3 days before delivery
Ordered a fridge/freezer for delivery 2 weeks later. Comet took my money then informed me 3 days before delivery that it wasn't in stock. Due to move to my new home in 1 week but have to wait 5 days for refund so can't order a replacement. Not good enough.
- CometNeverAgain
- 1 Review
Washing machine repair nightmare
After 4 weeks waiting for my washing machine to be repaired, Comet's engineer was due to come in today so I took a day off work. I then had a call from a boy who could barely speak properly saying that the engineer cannot come as he is sick. Comet has provided the worst customer service I have ever experienced. The machine is an Indesit IWB21750 and it broke down after 3 months use. The engineer came over on 25/02 to check it, said that the whole drum needed replacing and that it would be done no later than 09/03. I have been calling Comet since that date and I have been given a whole array of excuses: part no delivered, no engineer available within next 7 days, engineer off sick.
I wrote a factual review on Comet's website six days ago about the (poor) quality of the washing machine and the it has been censored. I also contacted Indesit who said that they could not help - apparently if I had bought the machine from any other retailer, Indesit would fix it.
If you are considering buying any goods from Comet - DON'T.
- June Allan
- Edinburgh , GB
- 1 Review
Shocking after sales service
The after care service is absolutely horrendous. Machine broke down some weeks ago.... Took a day off work to wait on the engineer to be told a part needed to be ordered. Received a phone call the following day informing me an engineer would call today (15th March) Unable to take any more time off work a friend has sat in all morning and no engineer or call. Called Comet to be told that no engineer has been booked in for this date!! When I complained about this the customer service advisor hung up on me! Ridiculous! Now having to wait on another call to be advised as to when the engineer will be coming. The length of time and lack of communication is shocking for such a large company. I certainly would not recommend you buy from Comet.
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- Chris O'Driscoll
- Chepstow, GB
- 2 Reviews
Very poor after sales service
Purchased a dishwasher September 2011. It broke down this week, I wasn't too stressed as I thought its under warranty. Made a call to commet service/repair line and even before I got through they informed me my call would be charged at 10p per min, needless to say they kept me waiting an unacceptable time to answer my call making money from my misery. I paid £399 for this dishwasher, it then breaks down under warranty and I pay again for informing them that I need an engineer to fix it. The soonest they could send someone out 5 days time
