Where do I start. I am currently on my 5th dryer from D&G in the space of 2 years. I raised a fault with my 5th dryer in June 2020. After 3 engineer visits and 5 parts being replaced, I thought it would be a good idea to ask D&G if they would just replace my dryer, so I actually had the benefit of having a working appliance, given I pay for it every month!!! So, after 4.5 months of not having a working machine, I eventually got through to D&G. I was advised the last engineer did add a comment to say the dryer should be changed. D&G just decided to ignore this. Eventually, after me doing all the chasing, I was sent a text message, asking me to visit online and choose a replacement. My current condenser dryer is silver and 9kg. Only 1 model was available, without an extra cost. This was a white Hotpoint 6kg dryer, and out of stock! So, I selected the ‘upgrade’ selection. 1 dryer available which was actually close to my current model, but I have to pay £45 more. At this stage, I’m desperate. I’m told delivery will be 3rd December. This was on 15th November. I called and asked if I could get something sooner. I was told: No – you’ll get it when you get it It might not be 3rd December, it could be after Christmas – that’s an estimated date??!! Even though the upgrade I paid for stated ‘In Stock’. I get another text, stating delivery is 3rd December. I wait on the line for D&G for about an hour. I gave up. I followed the complaints procedure and sent an email to CEO@domestic&general. 9 days later, I send a chaser email. I am then told my complaint has fallen of a cliff, but a complaint would now be raised. While I am waiting, there’s another text message telling me my machine will be delivered on 3rd. Okay, so maybe the complaint has now been acknowledged. Today, the 3rd of December, I call D&G to confirm delivery time. I am told delivery won’t be today, as the item was out of stock with the supplier?? It turns out the supplier is Argos. After a 1hr 20 min wait, I call the complaints team (can only be internally transferred). I am clearly advised at this point: • I can cancel the order, wait on a refund of my ‘upgrade’, once processed D&G will send me a new link, so I can see what machines are in stock, if I’m lucky – I then need to go through the full process again?? • Or, if I’m really ‘desperate’, D&G will go to all the hassle of contacting Argos to see what’s happening with my order, but they don’t know when, they’re really just doing me a favour? • If I do ‘put them to hassle’ of contacting Argos, they won’t get back to me for a few days • Any by the way, someone in the complaints team had a lovely conversation with me, and resolved the issue ‘last week’. They even offered me compensation. Funny that, I have had no call or letter from D&G, as usual. I was then informed that someone didn’t actually talk to me, they left a message on my answering machine? Even though I don’t have one??? So, I do D&G’s work by contacting Argos. Argos tell me D&G did not order the appliance on 15th, they waited until the 19th November. The same dryer I am ‘kindly being given by D&G’ is in stock, has been in stock for weeks, is available 7 days max after ordering. So, why don’t I have this dryer? Because D&G have used their own postcode to check for stock?? I can drive up to Curries and pick this up. I can arrange the same machine from AO and have it here by tomorrow. But no, I pay D&G £393 per year, to ensure I always have a working machine? So, I get back on the phone to D&G. Waited 48 minutes. Got through to someone who can’t talk to me because they don’t ‘deal with complaints’. She checks ‘queue volume’ and confirms that if she transfers me now, there’s only 4 people in the queue. An hour and 38minutes, I am still listening to hold music???!!!! I am absolutely livid with D&G. I spend £393 per year on no service. What else do I do????