UPDATE: I RECIEVED MY CHARGEBACK YESTERDAY BUT THE REFUND FROM ULTIMATE APPLIANCES ALSO TURNED UP IN MY BANK ACCOUNT A DAY LATER BUT WELL OVER THE 30 DAYS - DIDNT KNOW IT WAS COMING - NO EMAILS OR CONTACT STILL AND THEY STILL DISPUTE MY REVIEW EVEN THOUGH I HAVE CONFIRMED WITH TRUST PILOT THAT THIS IS GENUINE
WHAT A MESS......DONT KNOW WHATS GOING ON WITH THIS COMPANY BUT IF THEY HAD JUST REFUNDED ME WITHIN THE TIME PERIOD OR EVEN JUST RESPONDED TO MY CALLS OR EMAILS THIS COULD HAVE BEEN AVOIDED, GOT THERE EVENTUALLY I GUESS BUT NOT WITHOUT AN EXTREEME AMOUNT OF EFFORT ON MY BEHALF AND I STILL FEEL THEY WOULD HAVE DRAGGED IT OUT LONGER.
Ordered a Hotpoint washing machine on the 26th march, their site said 2-5 days delivery and they where cheepest online! After a week and no delivery i called them and they said it was just an estimate - fair play it does, but then they said it would be another week atleast before they could get it to me, they kindly offered me an alternative but i politely declined as it would not be suitable..... here the trouble began.... I couldn't wait for the original washing machine so i cancelled the order on the 4th april and was told i would have to wait 30 working days for a refund!! (not the law by the way - it should just be a straight 30 days whatever)
After another 2 weeks of waiting for the refund they called me and to my suprise they wanted to arrange delivery, i explained i had cancelled the order in writing and they said it was just an error and not to worry. I called the company 2 days later to speak to the manager who had been very helpful in the first place when she wanted my money but the manager 'was not available' to talk to me but was told again not to worry, the customer care guy said he would email me an update......guess what.....it didn't happen. Got to 30 odd straight days after cancelling the order and decided to call or email every day until i could speak to the manager....these are some of the responses i get:
'the manager is at lunch'
'we / i will call you back'
'we / i will email you back'
'the accounts department isn't open'
'the accounts department closes at 2'
'i've asked her to call you'
'its my first day i dont know what time the accounts leave'
' there is only one computer with that infomation but its not working'
Once or twice would be forgivable but now i have been trying for 5 days to talk to the person who deals with refunds and had no luck, this morning alone i have called every hour since 9 am and sent several emails but nobody is helping me and the phone just rings and rings and rings. Finally before lunch the manager indirectly aplogies through a customer services person as the manager still cant talk to me directly and says it will be 2 - 5 days before the refund which they will process this afternoon and confirmation will be emailed to me ..... its now after 2pm and no email so i guess thats not happend again!!
Totally do not believe anything this company says so have gone to my bank to do a chargeback and reclaim it through them and will be reporting them to trading standards and anybody else who will listen.
I am a plain speaking and hard working person with a young family and small kids, money is tight with the economic circumstances...from what i can tell from the initial phone call with the manager so are they... and thus putting aside for a moment how the manager is representing the company (and anybody with children will understand the next bit)...how the manager can do this to family when they have a family of their own is uterly disgusting the manager seems to be completely without any moral compass or empathy.
All they needed to do was refund the money in a promply manor, if your thinking of taking a risk with this company i would urge you to spend the extra and go elswhere.
Note - the only way you get a response from this company is to leave a review on here....they act pretty quickely to try and get it removed, when they do remove your review and you have proof of purchase - like your bank statement (minus the private bits of course) email it and your order number to trustpilot and they will get back up for all to see
Always happy, sometimes they are the chreapest sometimes they are not, but delivery is always fast and their customer service guys have always been happy to help. I once ordered something that it turned out they didn't have in stock so they refunded and gave me a voucher for some money off on my next purchase....pretty decent of them I think
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