Avoid at all costs
Avoid at all costs. I would not recommend appliance direct to anyone. I have spent over 2 hours on the phone to them over 3 or 4 phone calls and have been on hold for most of that time and the problem is still not sorted. They have never returned calls when they said they would and I have now been told to call back on Monday. I placed an order on my personal card but got it delivered to my works address as no one would be in at home. For some reason they put my billing address down as my works address on the invoice even though they must have used my personal address to take the payment out of my personal account. I wanted to exchange £558 worth of the £800 odd order as I ordered them incorrectly. I wanted replacement goods at a similar value so it wasn't going to just be a return, the goods I was returning were unopened completely. The customer service team then told me because It was a commercial billing address (even though it was in fact a personal card so a personal address) it was classed as a commercial order and there would be a 25% restocking fee and an admin charge. Obviously I was not happy with this and asked for the phone call to be listened to confirm I actually provided a personal address. After 3 days they eventually listened to the call and waved the restocking and admin fee and accepted the return. In the meantime I had to place the order for the replacement items so had already received them before the return on the other items had been accepted. This meant that when the delivery team delivered the replacement items I was unable to let them take the items that were being returned with them so I had to pay for postage of these, which was £97. I was now at a stage where I needed the invoice to be amended so it was domestic and not commercial so I made another phone call, on hold for a long period of time and told they would look into it. I didn't hear from them for over a week so I called back and the operator said there are no notes on the file about this? I am then told the address cant be changed?? So they have accepted the order was domestic, but cant change the invoice to correspond with this? They have provided incorrect documents and refuse to change them? So all in all I have wasted hours on the phone, never received a call back when promised, and I'm down £97 in postage which could have been avoided. Between personal orders for myself and orders that I have placed through my work we have spent a large sum at appliance direct and this is how they treat loyal customers. They are wanting us to open a trade account through work but after this experience we will never use them or there sister companies again.
