“I place an order with D & G smart Care Rewards on 12/08/2020. I have had no commiuncation with them since paying for the goods. I received an email last say items out of stock and not sure when they will be bak in stock. not a phone call (YES EMAIL) i paid £290.61 and got no goods at all. i called them today and i am having to wait for 48 hrs for a manager to call me about this problem. When will D & G realise customer pay their salary. Smart care rewards is a good scheme if it works.”
“The engineer did not come out for the appointment today (3rd Sept 20), he decided without looking what was wrong, (which is okay, if it's an educated guess, and if he is right) but he didn't have the parts for my washing machine as it was bought in 2010. Since I have had to wait a week for an appointment that didn't materialise and all the information was given to the person on the phone a week ago, WHY wait until he's due to come out to say this. I have now got to wait another week and hope that the parts he has ordered turn up on time for this appointment on the 10th Sept 20. The door of the washing machine had to be closed to move back into position, and when it was opened blew the electricity (something else wrong). I waited nearly 3 hours for a ring back and was told by a talking dalek, that no-one was available. So had to ring again. I have paid for this plan since my washing machine was new, as we are pensioners with arthritis etc, we cannot wash the clothes by hand. I tried and have now hurt my wrist. Not happy.”
“I called d&g when problem occurred with my cooker.
Customer service is non-existing, waited over 40 mins before being cut off.
Called back, when connected, 57 mins later, was told an engineer would call 11 days later. I explained the problem fully to them.
Engineer arrived, knew absolutely nothing about the problem, the cooker, or anything else for that matter.
Told I would need a new element, fan, thermostat and programme board. Told it was working OK, could cook in it.
Wouldn’t work at all after he left.
2 engineers called the 2nd week, my husband dealt this time, he’s not aware of any part being replaced, but was told it was fixed, although no programme board as the wires were had rotted.
2 hours later, not working again.
Called d&g following Monday, spoke to customer service, eventually!!! Told it would be dealt with by resolutions team.
Call received this morning and told d&g don’t deal with hotpoint appliances, they deal with their own resolutions and she would transfer me directly to the team.
Finally connected, straight through to the customer service team! Told to leave my number and they get back to me ASAP. Last time this happened it took 2 days for the call.
Then told by d&g there is no resolutions team at Hotpoint!!
They are taking money with no intention of fulfilling their assurances.
They should be held to account.”
“After paying for my smeg insurance for kettle and toaster, when it came for me to put an insurance claim in, I was told to claim off smeg myself and use their website. erm hello I paid d and g for a reason? if I wanted to go directly to smeg I wouldn't have bothered paying d and g for the insurance. appalling customer service. when taking out the policy I was advised they would repair the kettle if that couldn't be done they would replace FREE OF CHARGE. now smeg want me to pay £70 for a replacement? d and g you are beyond a joke!”
“Reported the failure of my washing machine on 13th August and advised engineer would come on 21st. Not happy about the long wait but not much I could do. It’s now the 21st and amazingly the engineer is ill today so can’t attend. The next available slot is 28th August!!! Absolutely ridiculous. Why bother paying for such a poor service? Fortunately my renewal is due next month so I won’t be funding them much longer.
Dave
Isleworth”
“Our Fridge Freezer went wrong and after ringing D & G they asked a local electrical repair business to attend.
The engineer said he would order a part that hopefully would right the problem. After waiting for 3 weeks for the part to arrive and the engineer fitted this, the system still didn't work.
The company advised D & G that the system should be written off as it couldn't be repaired.
D & G eventually sent an email for a replacement.
This appeared to be for the wrong appliance.
Telephone calls to D & G lasted over 2hrs to get a reply.
Then when the second email arrived the offer was for a replacement that was not like the one to be rep,aced.
Further calls to query this have lasted over 2 hrs.
Their customer service is diabolical and one should try other services before using these.”
“What an awful company. They have no compassion. After 5 years of paying to cover my cooker I got a rather unpleasant experience when my oven packed up, they sent 2 repair men into my house. First was in March just before the lockdown and the second after lockdown because the first repair man made the problem worse. The second repair man came with no PPE so i had to provide him one, he also stated he's new and doesn't know what to do, he also smoked just in front of my door. The appliance needs to be changed but they're refusing after I've paid them for 5 years. I'm very sad especially that they are aware I have 2 vulnerable people in my house. I have no money for a new cooker now and I don't even know what to do i feel rubbed. They keep sending repair men who cannot fix the problem. Some of the customer assistants were very rude and basically done nothing to help the situation, they told me the repair men are under no obligation to wear PPE. I personally think NOONE should use this company. The total of what I've paid for 5 years is £538.80. 😔 after speaking to 3 people at their office, I was told that, at the end of the day, people will always have something to complain about 😳 i was shocked. So now they'll keep sending repair men into my home until they're satisfied the appliance cannot be fixed (beyond repair).”
“My fridge/freezer was not to be fixed, and once l had to claim my problems started. Not helpful, transferred to numerous departments, on hold for over 2 hours, told problem would be sorted never was. I had to make 22 calls to Domestic and General, the replacement was nothing like mine cheap and nasty. still not sorted would never recommend this company and was a customer for over 15 years”
“My advise to anyone thinking about taking out a policy with D&G woukd be please don’t, don’t waste your money...my dishwasher broke, I got through to customer service who put me through to their repair company, they didn’t answer the phone, I tried 3 times and waited a long time, wasted money, I got my own engineer. My machine was a write, through to customer service who advised I could have a new one, they then put me through to Claims, three weeks later I am still waiting to speak to Claims, they never answer the phone... despite on occasions holding on for 30 minutes plus. I’ve phoned back to customer service which isn’t any good they just put you through to claims who never pick up the phone... totally and utterly useless, I’ve never known such bad service. It’s beyond bad it’s totally unacceptable. I’m now going to complain to the ombudsman...and of course cancel my direct debits. Don’t use them.”
“Took an age to get my repair booked . it should be a freephone number not premium charge . I first tried to book online . well thats a useless website altogether ! So forced to phone ! making even more money for the company even though i already pay more than enough ! I have never had to wait on the phone so long I am extremely upset . All it should have required is my plan number but that would have been too easy for you ! And taken less time !”
“I would give them 0 if I could. The lack of service is shocking.
I have had my washing machine insured with them for years and Sunday last it broke down.
An engineer called today and after he left I got a text that I was book in for 18th of Aug to repair it!!
So after all the premiums I am expected to wait 3 weeks for a repair. I spent €30 already to wash the family laundry today in a laundrette. I will need to go there again Sat. Near the price of a machine after the 3 weeks.
I have respectfully spoken to 3 different agents today and no help only pass the buck to the engineer subcontracted I'm told.
No.3 actually gave me a lecture on the global pandemic which I found inappropriate as a customer service response to my call.
I engaged them so I could avoid this very situation and got 3 different excuses for the 3 week delay.
I will not be using them again ever and from my personal experience I can only advise everyone to stay well clear.”
“Just a total waste of time company.... waiting over 6 weeks for a replacement fridge freezer and still not come. Phoned on delivery day for time slot only to be told out of stock and rescheduled for further two weeks.
DO NOT TOUCH WITH A BARGE POLE.”
“Garbage company,paid premiums for 7 years & never needed them,cooker went last friday,got an appointment 2 weeks from now!!!!!! Cancelled cover.I gave them 1 star because I can't give them less.Do yourself a favour,DON'T take out cover with them”
“ooking at all these bad reviews of this company , I'm not even gonna bother write what we been through with them for 1 week.
cooker went faulty that came delivered another one which they suppose to fit and take the old one back.
they didn't fit the new one neither they took the old cooker back swell when we paid them for this service.
when spoke on the phone the customer service girl Elizabeth, did not even wanted to help just asked us to give the card details where she can refund the money so that no one is available to come back again to fit the cooker.
now i have one faulty cooker and one new one lying in my 10 by 10 kitchen, couldn't cook meal for over a week. i have 4 children and have to buy meal from out for last 10 days.
Domestic & general you are just a waste of time.
please everyone please avoid them.”
“Never insured your anything with them ,they are scammers .They tell you different when you buy policey and when you Claim it’s different.Thier team is very rude when you claim for something and they try their best not to do anything for you,not fix or neither replace”
“im resading all these reviews and im pretty shocked at off of those bad experiences.
10 years ive been a customer, and never had a problem that they never arrived or were so late, or didnt know what they were doing, always excellent customer service over the phone, always had an appointment day or two later.
the only thing i would say, is that ive had my washing machine covered for 10 years, its been repaired about 6 times, its an old machine, and they should give a new one now, as this is what m policy includes. I get that they will continue to repair if its possible but the machine is just a faulty model and the amount of years ive had the washer and what i paid for the policy in total, i would have brought about 3 brand new ones.
:)”
“Absolute awful service from the start. No one rings you back as agreed. You have to chase the repair up your self with multiple agencies ie manufacturer, D&G, the local repair company that has the job passed to them. Parts not avaliable and no date can be given. Spent hours on the phone trying to sort my oven out. After 22 days with no oven i threw the towel in and purchased a new oven myself. Will never use their service again.”
“I am astonished how poor these people are, I paid them more than £350 for one visit followed by £28 per month for ongoing cover, called them 6 months later and they said "we are not coming out again as your flue is loose" I explained it wasn't loose until you came, then they refused to visit my property but continued taking my money! I said I wanted to complain and they said we won't talk to you anymore contact the Ombudsman, I tried to do this but they are not even signed up to that scheme!
These people are scammers do not sign up to them its one big rip off! It must be illegal what they do.”
