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Absolutely disgraceful

7th January 2013. I went into the Reading store in the Brunel Retail Park to buy cooker. I decided on the Belling FSE60MF at £499.99. I spoke to a shop assistant to inform her I wanted to purchase one but she said it was out of stock and didn’t know when they’d be getting more in. I asked if I could buy the demo one instead but got told I couldn’t. I asked if I could order one for when they come back in stock but was told I couldn’t. I asked to speak to the manager who managed to order me one when they became available, but had to pay £549.99, not the advertised £499.99, because that would be the new price when it came back in stock. I paid for the oven and the installation then. I received a text from KnowHow on 23rd January saying the cooker was in stock and would be delivered and installed on the 30th between 7am and 11am. I booked this day off work, unpaid, to make sure that I was in while it was delivered and installed. I got a call at 10am from the delivery driver saying that he would be delivering the oven in the next hour but wouldn’t be installing it because he hadn’t been given the correct tools. I then phoned customer services to check that someone would be coming out the same day to install it, but got told that no one could so I would have to wait until the next day. I now had an unusable oven sat in my bedroom taking up a lot of room. I then had to take another unpaid day off work to be here for the installation, and by 3pm I still hadn’t heard anything, so I phoned customer services to find out when they were coming, only to be told that there had been some kind of processing error and no one could come out today. I said that was totally unacceptable as I had already taken two unpaid days off work and no one had even phoned to let me know they weren’t coming, so I had wasted a whole day waiting for nothing. The man said there wasn’t anything he could do. Ten minutes later he phoned me back saying he had managed to get someone to come out to me today (the 31st) and they would call me shortly. The driver phoned me at 4pm to say he would be at my house at 6pm. At 6:30pm he phoned to say he wouldn’t be with me until 8pm. I had to be out at this time so a friend of mine came to my house to take the installation for me. A man from customer services phoned me at 8:55pm to tell me that the cooker was missing a part so a new cooker would have to be delivered and installed on Saturday instead, leaving me without a cooker for two days. Very frustrated with the whole situation, I told the man what I thought and he hung up on me. I am now left wondering what is happening. When I got home I found that the carpet where the oven had been in my bedroom had a big tear in it from when the installers had moved it.

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Josh Corrie
Rotherfield Peppard, United Kingdom