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.
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!!!!
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
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.
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!!!
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.
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.
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
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.
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.
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.
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.
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.
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.
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.