I ordered a cooker on 23-11-10. Which was out of stock, was informed on the phone a delivery to them from the manufacturer would take approx 7-10 days. This was fine with me. However I received the invoice though the post a couple of days later stating that delivery could actually take up to 4 weeks sometimes more! Not what I was told when I ordered, obviously this would put people off so they only inform you of this once they have your money.
Three weeks passed with no contact whatsoever from Dual, then out of the blue I get a call on 15-12-10 @ 12.25 from the delivery driver saying he is outside my house! I am however at work having NOT BEEN INFORMED THAT THE DELIVERY I had waited 3 weeks for WAS GOING TO BE MADE THAT DAY. After the driver informed me he could not wait 20mins for me to drive back home, but he could leave the
£420 cooker outside my house if I wanted!! I immediately contacted Dual to discuss, was told that someone from Customer Services would call me within the hour, an hour passes - no call. Waited till I got home and phoned them at 17.10 was greeted with a recorded message stating offices are now closed and phone line opening hours are 08.30-17.30 Monday-Friday. I'm calling at 17.10 on a Wednesday!?
Phoned them back @ 8.30am on 16-12-10 on their aftersales line, which by the way is next to useless, it's either engaged on just rings out and I let it ring for over 3 minutes more than once. Phoned the main sales line again at 08.45 and had the same recorded message about 8.30-5.30 opening hours. Tried again at 8.50 and was on hold for approx 10mins before I finally got through and was told again that someone from Customer Services would call me within the hour. This time they did and at 09.37 they called me back. Explained the situation and I was that they can redeliver but there would be a £35 redelivery charge!! Again explained that this was not my fault and was told that they had tried to contact me the day before on the 2 numbers they had (A company landline number & my mobile number) both of which they claim "just rang" There are however no missed calls or messages left on my phone and no calls logged at my work number.
I know exactly when and at what times I have contacted Jual (Can they say the same about me?) and I'm 100% sure that they didn't try to contact me as they claimed but even if they did why do they think it is ok just to turn up unannounced anyway and just expect me to be in? Surely they should have contacted me by post then asked me to ring them to arrange a suitable time? I will not pay an additional £35 delivery charge for something that was not my fault so told them I wanted a refund - they said that's fine, took my credit card details but then informed me they would only refund the £420 purchase price and not the £19 delivery charge. So now I have no cooker for Christmas and am £19 out of pocket.
My advise to anyone who is thinking of buying from this company is to think again. Yes they might be the cheapest, but cheap is not always the best and it is really not worth all the problems.
Currently pursuing advise from Trading Standards
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