“Have been paying insurance for quite a few years, my washing machine has had 4 call-out since January 23 and the fault is still not fixed, appalling customer service”
“Don't waste your money with this company. They give you rewards but totally inflated prices give you discount joke then want to charge a large fee for installation. Been with them that long I must have bought the appliance 4times over. This resulted in us cancelling all our insurance with them. Rather put the money in a piggy bank.”
“Totally lacking in customer service or aftercare, no like for like brand replacement, very unhelpful with the elderly disabled customers, extremely disappointed”
“Appalling service, first problem was in December 2022 and now its the 20th February 2023 and still not had the problem resolved, all started with a squeak on tumble dryer. SAVE YOUR MONEY AND DO NOT USE”
“Just to balance out all these negative reviews, I've never had a problem with D&G. My washing machine is quite old and fails every year to 18 months. The repair man comes on time, is charming and tidies up after himself. He even serviced an old tumble dryer that was on recall so it passed safety regs, he didn't have to. He also gave me a box of machine cleaning solution sachets. I'm about to purchase a fridge and new washer through their Smartcare scheme.”
“Finally after 6 call outs (over 6months) for my malfunctioning washer dryer I got the company to give me a replacement. Installation was not included so I booked someone to come the day after delivery. Delivery didn't happen, no text, no call, no machine, so I got back to them and the order had not been placed on their end. So I had to wait another week for delivery, had to cancel and rebook installation person, then got the washer dryer delivered, only to find that they would not take old appliance even though I had paid for this. So I had to call to get my money back and book someone else. There also was no invoice or proof of purchase so I had to get back to them again, Invoice has been promised but I expect there to be another hang-up.
DO AVOID THIS COMPNY IF YOU CAN”
“I could write an essay about my appalling experience with D&G but will try and condense it as much as I can. I never write reviews but really want to warn people about terrible company. I also want some sort of closure on this whole experience.
Basically cooker broke down. Eventually a replacement was arrange. Paid £160 for private installation and removal as apparently we were told our policy didn't cover this. Then guess what, brand new cooker was faulty. Then the fun began. I would say all in all I must have spent over 10/12 hours over the phone. You wait for ever trying to get through then when you do you are passed to one department to the next. D&G favourite quote is , ‘That’s not my dept’. So you get put through to another dept after another long wait and only to be told the same line. Then to add insult to injury you have to repeat the whole problem again to another member of staff who hasn’t a clue how to resolve your problem.
But if that’s not bad enough D&G expect the customer to sort out their mess by passing them through to their suppliers also. So not only do you have to spend hours on the phone to. D&G but you have to then chase up THEIR suppliers and delivery companies. So for instance I had to spend hours of my time for the suppliers to pick up the faulty cooker that they wanted back.
Put it this way if I was running a training course in how to run a bad company D&G would be the company I would use as an example.A company is who are very efficient at taking money and then that’s where the efficiency stops. It’s obviously down to bad management bad training and no pride in what you do. I actually feel sorry for the staff who have to work in that sort of environment. They must get very irate, angry customers on the phone all the time.
So bottom line is if you enjoy wasting hours of your life on the phone and get some sort of kick out of being wound up and frustrated then this is the company for you.
If D&G actually read these reviews I would say this. My elderly parents have been with your company for as long as they can remember. They would not have coped with your pathetic excuse for customer service. They would probably still have no cooker if I hadn’t been able to fight for the service that they were entitled to as a paying customer. I worry for all the other elderly and vulnerable customers you have who have no one to fight for them. When I use the word fight I actually mean it. It’s not exaggerated for effect. That’s how it feels trying to get the service you actually pay for.
Who ever is in charge of this appalling company should be ashamed of themselves. While you sit there your staff are enduring countless irate angry customers (judging from this review website). And your customers have to go through the most frustrating experience you can imagine.
Also heres a little tip for who ever runs this company. Instead of asking your customers to do all the leg work how about having the person who picks up the phone to do what they are paid for. Let that one call handler actually resolve the issue. Let them do the ringing around and chase up suppliers and delivery companies. That’s what’s called good customer service. That’s what paying customers would expect. Your staff would get a better working environment and job satisfaction. It’s not rocket science !!!!
We will of course be cancelling our insurance policy with you. We would rather save the money up than give it to you. We never want to have to go through this experience ever again. D&G get your act together. Your customers deserve better than this.”
“I had to get a replacement cooker.I paid for it to be installed and the old one taken away.The technicians from AO.com refused to install it as it did not meet safety standards and took it away.I had to go through the whole process again but this time I had my own engineer so therefore told them I needed a refund as I had already paid £89.98 for a service I didn't receive.After numerous phone calls I am no further forward. Customer Service is a total shambles.Too many people who have no idea what they're saying.I phoned again this morning and the guy said he would put me through to replacements.EXCEPT,they only work from 9-5 Monday to Friday.How did he not know that?Yet they're committed to providing the best service they can.Well if that's the best goodness only knows what the worst is.”
“This company neglected me and didn’t email me back for over month. I pay monthly insurance for my phone, and my phone got stolen. They didn’t support me or reply to my emails. They replied to me after one month of me calling and emailing. They tell me it’s too late to handle my case, and can’t provide my replacement phone. Every time I call them, they pass me around like pass the parcel. As a compensation,they gave me £15 like it’s a joke. It’s utter disgraceful they don’t care about their customers. I paid nearly £800 for my iPhone and they give me £15 and no replacement phone in return. They closed my case without informing me, and gave me £15 to shut me up!”
“Their annoying system of posting certificates and terms and conditions for every appliance in separate envelopes. Having several appliances insured I am annoyed at this wastage which we obviously have to pay for in the premiums.
I have complained for the last 3 years and this year i was not going to renew but their customer service told me that I could go paperless and have the info sent via email, I got these very quickly, great! However a week later a stack of A5 envelopes were delivered with 24 sheets of unnecessary duplicated information along with the certificates.”
“Domestic & General are simply a terrible company who seem to thrive on lying to its customers.
I'm a relatively new customer and so far my contact with this organisation has been far from positive.
I've been told lies regarding bookings which I believed I'd made!
Ive been passed from pillar to post by telephone operators whose sole purpose seems to be "tell customers anything to get rid of them"
In short I believe this company to be a disreputable organisation populated by equally disreputable staff who lie to customers as a matter of course.”
“The call centre staff were rather abrupt and incompetent and it took three calls to get any sense to activate my insurance policy. Even then I ended up having to ring the engineers myself. On the verge of cancelling my policies tbh which I was told didn’t exist! I’ll be looking at other companies to insure my appliances with.”
“Do not order from them! You will loose your money and never receive your products. The only legitimate source is edwardmunch.com contact him and ask for a price list. He’s 100% trustworthy and legitimate.”
“DO NOT USE THIS COMPANY.
Unless you enjoying psychosis inducing levels of non-existent customer service. You'll be told that the service it outsourced to a contractor, the contractor will tell you to call Dom&Gen and back and forth you'll go. Their WhatsApp system will wish a good day and do absolutely nothing to help. You'll be given telephone number after telephone number after telephone number. All of which start with a minute long pointless message about not leaving fridges in a garage (??) before the 20th century telephone directory of option after option after option, of course there's the 30 minute wait time, then give your details, again, be passed to someone else, give your details again, be passed to someone else again, give your details (whilst your will to live disappears)...then for the finale...our systems are down...your appointment isn't actually available for the DAY THEY ALREADY CONFIRMED. I've met toddlers who could run a better service with two tins and a piece of string. Unless you're in the market for high blood pressure and a wish to finally lose your temper after not doing so since school, avoid avoid avoid.”
“I enquired about the repair service by D & G and was told I couldn’t have a date until I had signed up to pay a direct debit (it is a hard sell which I succumbed to desperate to get my washer/dryer fixed) and to my surprise, despite them boasting having 9000 engineers, an appointment wouldn’t be available for over 2 weeks. Please beware, these policies aren’t fit for purpose!”
“My tenant waited in for 3 hours for the engineer. The engineer no-showed. There was no communication. I found that the online-status for the job changed to "call aborted". Impossible so far today to speak with a human about it. Automated answer phone keeps hanging up on me. So many bugs in this phone system and website - live chat doesn't work either. Life is too short for service providers like this. This was in London by the way. I have previously used the service in Brighton where it worked acceptably (not entirely glitch free, but acceptably)”
