Appliances Online

The Can't Do Company?

I told AOL when I ordered a washing machine that access to my home was via narrow lanes and a big lorry wouldn't be able to make it. They said that would be no problem. The lorry they sent was so big it couldn't get within three miles of me! I offered to come to collect it from the lorry but the driver said he was 'not prepared to do that'. Any suggestions I made to resolve the problem. which was of their making, were answered with 'We can't do that' 'That's not possible' etc. Now they have simply cancelled my order as a 'Delivery Failure' and I am waiting to get my money back.

Thanks for the reply, Camille. Order No AOL9170497. AOL promised early this morning that your Logistics branch would get back to me to see if the problem could be sorted. They did not contact me. I have cancelled the order but I am told it will take from 7 to 10 days for my credit card to be refunded 'minus cancellation charges where applicable.' Really? 7 to 10 days to refund me? And there had better not be any cancellation charges. AOL's service continues to be execrable.

Shelby:

It is not a question of my having 'resorted' to cancelling my order. You have told me you are not able to deliver the appliance to me. Every suggestion I have made; get a smaller lorry; subcontract it to a local carrier and even my offer to drive to where your delivery vehicle was and collect the appliance myself was met with a blank 'No'. You did offer to deliver to a different address. I had paid for removal and recycling of the old machine and connection of the new one. I do not know how you thought you would collect the old machine from somewhere else or what good you thought it would be to connect the new one at somebody else's address.

As to refunding me, my bank's computer works in real time. It took you one day to debit the money to my card account. Why does it take seven to ten days to process a refund? Are Appliancesonline's cashflow problems really that bad? Heads up all you prospective customers.

18 February 2013

Reply from www.appliancesonline.co.uk

Hi John,

I am sorry you have resorted to cancelling your order. The refund normally takes around 3-5 working days but we advise 7-10 due to weekends and bank holidays that may fall around the time that the refund has taken place. I can understand your frustration with the delay for the refund but can assure you it will be in your account as soon as possible. We do process the refund straight away but it takes a few days at the bank to go back into your account.

I hope this response answers any questions you may have.

Kind Regards,

Shelby - Appliances Online

Trustpilot

Don't Trust Pilot?

I complained to Trustpilot about a company from which I had dreadful service. In nine months they had acquired a rating of 3.7. Then within 48 hours, and a flurry of fantastic reviews, that increased to 7.5. Trustpilot have done nothing about it but now tell me they will investigate these reviews if I can prove that they are fake. Is it really my job to 'prove' that they are fake? How would I go about that? I will in future neither rely upon nor even use Trustpilot.

John Roullier, Mark Hawkinsand Alexander Tao found this review useful

29 October 2012

Reply from Trustpilot

Hi John

Thanks for your review.

What most likely has happened is that the company you reviewed recently started to use Trustpilot's services to invite all their customers to leave a review. When doing so the company is actively encouraging more customers to give them feedback. With a few exceptions that always leads to more positive reviews and a better rating, because the companies are activating the silent majority of their customer base, who had a good experience. Reviews that are created based on invites from a company can be regonized by the short line "$ Order number provided"

Trustpilot is community-based, so that's why we encourage you and any other user to report a review, if you think it's fake or violates our review guidelines. Besides from valuable user input, we have automatic filters that detects if a company is gaming our system.

I hope this explains more about how Trustpilot works and that you are willing to give us a second chance.

Best regards,
Joakim Ditlev
Trustpilot

Bookdepository

Reliable companies still exist!

I have bought quite a few books from Bookdepository over several years. They have consistently provided a fast and relaible service.

Kingspan

I love you Heather Rae!

This review is for Kingspan Environmmental, manufacturers of Titan (and other) oil storage tanks. My Titan tank began to leak nine years after it was installed. It had a ten year warranty. Kingspan paid up without the least argument. Heather Rae, the claims handler, was brilliant throughout. Perfect service. Thanks.

abbeygardensales.co.uk

Scam reviews?

Most people posting reviews give this company two stars at most. I would give them zero. Four people give them five stars. I must assume that Lee, Tim, Peter and Justin are either pseudonyms or work for Abbey Garden - or both!
And now, suddenly, within the past 12 hours, fifteen people have given this company five stars. Faint odour of rat, anyone?
They overcharged me, admitted their error and three weeks later, after a letter and three telephone calls they have still not refunded me. Next step - Small Claims Court.