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Reviews (2)

Appliances Direct

Unreasonable Return Costs.

I purchased a Washing Machine from Appliances Direct and following delivery, I found that I have to return the item due to the appliance being larger than the space left for it within my kitchen.

I called customer services a few minutes after delivery and was advised that I am going to be charged approximately £60 for returning the item, which is more than double what premium Saturday delivery costs. I think a nominal charge, or perhaps the same amount as delivery, is reasonable, but £60 is excessive.

After I pointed out that the item is longer than noted on their website, I was told that the dimensions don't include any protrusions from the front or the back, which I think is slightly unfair as how am I supposed to judge whether it will fit when I don't have complete dimensions?

The next time I purchase something, I will stick with the retailers that are willing to provide good customer service, instead of hiding being weasel words and lengthy terms and conditions. At this rate, Appliances Direct will not be getting my return business. My experience with Appliances Direct is likely going to leave me £90 (delivery + return charges) out of pocket, and has left a bad taste in my mouth.

EDIT: The return costs are actually £69. Also, after organising a first pickup, Appliances Direct failed to arrive on the agreed day, despite sending a text message confirming the pickup. No call warning us that they could not do the pickup anymore either.

100002443048809 found this review useful

22 February 2013

Reply from www.appliancesdirect.co.uk

Hi David Walters,

I'm sorry you've had to return the Washing Machine you bought from us. Due to your issues we have looked further into the dimensions of that particular washing machine and it is advertised correctly and in compliance to Samsung's brochure and website.

The cost for the return is £59, and this is what you will be charged as agreed, we will look into your account on the system to ensure this is the case.

We are sorry that HiWay did not collect as agreed, we are currently looking into this and taking it up with the logistics director. This will be rescheduled for a convenient time for yourself.

Many thanks,
Sarah Lawson

Customer Experience Manager


Prompt delivery at a great price.

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David Walters
United Kingdom