The price was very good, and the delivery time not too bad (ordered on the Monday morning, arrived on the Thursday) they could do with keeping you informed a little better. I was under the impression that the item was in stock but it wasn't. The order just stayed at processing. i don't mind if an item is out of stock, but a quick email stating that, and an estimated delivery date would have been great. When i phoned to ask about it, I was promised an email to let me know, which never materialised. I would used them again, but probably order over the phone so I know what is going on and when to expect delivery.
I ordered over £1000 worth of appliances from Appliance Planet on the 9th of January. The website told me that the security checks had failed on my postcode check, I checked the postcode and it was right. I phone appliance planet and they processed the order over the phone and it failed with the same error. When they tried a third time it went through but was declined by the bank. I phoned my credit card company who informed me that it had been authorised each time and my card was now at it's limit.
I contacted Appliance Planet, and was told not to worry, they didn't have my money, it would be back in my account "in a couple of days". In the meantime they would order the appliances so that they could be delivered without delay after the payment errors were corrected. A week later, the money finally arrived back in my account> I spoke to them about re-paying and asked when my appliances would arrive. Nothing had been ordered! It was now going to be a further delay of a week and a half. I cancelled two out of the three appliances, and only ordered the hob which they had in stock and could be delivered the next day in time for the rest of the kitchen arriving.
I stayed at home for the day waiting for the hob, and nothing turned up. With no tracking number provided, I again phoned them. I obtained the tracking number and several phone calls later had got hold of the delivering depot, which informed me that the address on the package was incomplete, so they had no idea where to deliver it to. I had to re-arrange delivery and stay at home for another day to wait for it.
At this point thinking nothing more could go wrong, I started to relax. When the hob finally arrived the fixing screws for it were loose inside the box, and several of them had managed to get inside the hob itself. After half an hour of shaking the hob, I managed to shake out all the screws. I called Appliance Planet to inform them of what had happened, and ask them to log it so if there was a problem it was clear it was there before the item was installed. I eventually got a call back from a manager, who promised email confirmation that they were aware of the problem and a £15 refund for the issues I had experienced. Neither have arrived
I had accepted that this was probably a one off and I wouldn't post the experience on the internet, but the lack of follow up and broken promised has lead me to believe that what I have been told all the way through dealing with them that everything they have been telling me are just lies, hoping that I will forget about it all.
So to summarise, they maxed out my credit card for a week, assured me that there would be no delay on the delivery, didn't return called when they should have, addressed a package so it couldn't be delivered and then didn't follow up on emails or a refund.
If you are planning to buy appliances use the coop appliances website or John Lewis, the prices were virtually identical, and they were a pleasure to deal with.
Update 7/3/2013, They have also passed on my email address to one of their partner companies Glotech Kitchens who are now sending me spam email.
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