“Have taken out insurance for kitchen electrical equipment only in July and unfortunately oven broke down in December. Easy online repair booking system and when it could not be repaired replacement offered. All completed online and deliver prompt and friendly. Very happy with service so far and prices are fair for each item insured.”
“Having been a domestic and general customer for many years , service is terrible, spent half an hour on phone only to get cut off, then tried later to make complaint, how are you supposed to speak to a person.
Will not go with this company in future.”
“Very poor service....booked repair.....couple of weeks for them to be available then it was a no show....complained.....they escalated me through the complaints route (fair enough) but without attempting to resolve original repair request.....shocking use of FCA DISP complaint guidelines to offset responding to claimants”
“The biggest load of poorest service ever!!! Been let down, taken time off work, unable to get through, no updates at all - DO NOT SIGN YOURSELF UP WITH D&C worst company ever!!”
“I would advise anybody thinking of takingredients sort of cover out through D&Green don't as they will tell you anything to get your money I have been trying to get my applincace delI've red since the 17 the December to no avail all I get from customer service is lie after lie from customer service and there managers please before taking any cover with this cowboy company review the Web site to see over 5000 complaints made and all ecnored they are a laughing stock of all companies so people think twice before you entering this company”
“I have been a customer of Domestic and General for years and years and have always found them to be reasonably good but this year they have been giving lousy service. Missed appointments, bungled repairs and each time a 3 week's wait for another appointment. There are numerous phone numbers to ring but whatever options chosen you always end up getting cut off because they are busy and told to contact them online. If you try to book an appointment online or try to make contact with customer services it automatically cancels at the end. The latest drama has been with our 4 year old Indesit tumble dryer that smelt of burning, billowed smoke and finally went off with a bang at the end of November. Three weeks of wet washing, another cancelled appointment and finally an engineer who didn't turn up at all this morning. Our daughter is a teacher, teaching face to face regardless of the pandemic, she has two babies and Domestic Insurance has totally let us all down. One of the most frustrating and worst customer service experiences I have ever encountered. They certainly don't deserve the one star I had to give them.”
“Trying to get an replacement been three weeks now. Engineer has seen that washer machine is not replaceable. I still waiting on links on what I can order. Have young children and due to Covid cannot even go out to wash clothes due to shielding. No customer service quick at taking money. At this rate will not have any customer left.”
“5 stars doesn’t seem enough the woman I spoke to this morning about my Bush washer dryer was brilliant,very patient and understanding.Thank you very much!🙂”
“first visit engineer "repaired" my dishwasher, 2 days later, same problem, waited another week for engineer, this time he wrote the machine off. Was offered a replacement, no problem, paid for an istallation, and to take old machine away. AO delivered new dishwasher and said he wasnt told to install or take old one away, and to take it up with Domestic and General, when I complained they said AO wont come back, so they would refund my money. I said that wasnt good enough and I want to speak to a manager, I waited on hold for ages then they cut me off. If they knew AO wouldnt come back and install, why do they give them the business? Then we we tried to push the dishwasher into place, its too big. Tried several times to get and answer but no joy. Domestic and General customer services are deplorable, never would I use them again.”
“D and G I’m absolutely disgusted with them. I was 4 days trying to get them on phone then finally got an answer 3 calls later nearly 4 hours waiting my last call 1 hour 38 minutes and they hung up on me I still haven’t had my problem resolved 3 weeks with no fridge freezer having to buy food daily I’m absolutely disgusting with them I’m going to seek other advice now and not waste anymore time with this company. Repair guy was vile he said some things that really upset me to the existent I had to get my sister to deal with him on my third visit has I was to nervous to stay on my own.”
“My current LG washing Machine has. 1600 rpm spin clothes are almost just damp when the cycle finishes so less time drying, the machine after eight years has been written off, they say I have to have a machine with a 1400 rpm spin as the alternative which is an upgrade but is the cheapest alternative because it’s on offer at present , I phoned LG who agree it’s been offered because of cost not performance absolutely disgusted with this company! Prior to being written off I took two days off work waiting for the engineer who never arrived , and when he finally did show said he was going to order parts, took another day off work only to be told they can’t guarantee they can get them! As a key worker not happy been with Domestic and General along time looking to cancel the plan in the near future, you will get a replacement but it will be the cheapest alternative!”
“Un timo absoluto. Aspiradora comprada en Mediamarket con extensión de garantia de 4 años con esta empresa. Se rompe el casquillo que conecta la aspiradora con el tubo y me pongo en contacto con ellos ya que Mediamarket se desentendió del tema.
La conversación empieza muy bien, le doy todo tipo de detalles, acceden a la reparación y cuando me pregunta la avería me dicen que eso es debido a un maluso y que no me la cubre. Sin pedirme ni tan siquiera una mísera foto!!.
Les digo que quiero poner una hoja de reclamaciones y me dicen que escriba un mail al departamento de reclamaciones. Dos semanas más tarde me responden que "habiendo evaluado la avería, consideramos que se debe a un mal uso" sin tan siquiera haberme pedido una sola foto de la aspiradora!!. Evidentemente esa reclamación nunca se trató como una hoja de reclamaciones, y acabó en el cubo de la basura.
Unos sinvergüenzas.”
“I have properties that I have been trying to arrange appliance repairs for, for weeks. D&G customer service is probably THE worst I have ever experienced in trying to do this. Landlords cannot make bookings on-line due to the covid-19 pandemic, and whenever I have called, I have had to hold on every occasion for no less than 45 minutes to an hour. 3 weeks ago I was told I would have to have the appliance model number in order to book. So I asked my tenant to send me the model number.
This evening I had the "pleasure" of speaking to Susie who was about as interested in my appliance repairs as a dead dormouse. After calling and having to wait on hold yet again for about 45 minutes, I was told I would have to call some other numbers tomorrow, was given a job number and told in a roundabout way to toddle off. I asked Susie if she wanted the model number as that was why I was told to call back last time as a booking would not be possible without it. Susie said she already had it (she lied) and that you don't need the model number to make a booking as she already had it on the system.
Susie asked me if I wanted help with anything else (I did - I wanted to make sure all of my records wee correct, as when I log-in my on-line account only shows 1 appliance, although I have 10 insured with you and I cannot book any repairs for them. Also, I wanted to double-check that the appliances were all registered at the correct addresses as the paperwork I had received in the post was wrong). But, unfortunately, Susie had other ideas. She didn't mean it when she asked me if I needed help with anything else as she promptly hung up while I was talking - probably so she could settle down in time for Corrie with her dinner, while my tenant struggles to turn her cooker on. I had to remind myself I am speaking to a private company and paying for this service!!
Susie said she was "sorry about that" when I told her how long I had waited to get the repairs sorted, but really, she couldn't give 2 figs. Thanks, Susie, and thanks D&G for taking my money and showing everyone what good customer service means to you.”
“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????”
“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????”
“Avoid this company, been left without a working washer, engineer first visit after waiting over a week for door repair brought the wrong part said he didn't have the model details, not sure why since all the details where logged. Now having to wait another 10 days before they can come back, over 2 weeks without a washer. I'm sure if i rang up as a new customer needing a washer repair and willing to take out appliance cover, they would have it fixed much quicker! Very frustrating, save your money and buy a new appliance.”
“After replacing an oven light and switching back on, the bulb blew and the oven didn't work at all. Couldn't light the gas with a match - completely dead. Reported to D&G and cannot fault the girl who took my details, but the engineer's visit was for 13 working days later. They do not work weekends and so, in reality I will be without cooking facilities for 3 weeks. I have calculated that over the years I have paid in excess of £1,600 for this insurance plan and when I need them this the best they can do. Will not take out warranty on goods ever again. I could have bought several new ovens for what I have paid them. This warranty is abysmal you cannot take people's money and then offer this level of service.”
“This continual harassment by Domestic and General to get me to take out extended warranties has been going on for months: phone calls, letters and they simply won't take no for an answer. Whether or not this is due to the fact I have bought Hotpoint I cannot say but I have now told Hotpoint I won't be buying anything more from them. A complaint direct to them didn't help. Yet another phone call today. This is a clear case of harassment. Alasdair”
