“Appalling Company. Could go through the whole saga but its the same as below. I really only have myself to blame, I should have read the reviews. Domestic and General are such and established company I thought it would be ok. I have been trying to get through for 5 days to claims. I have previously spent 5.5 hours on 5 calls. Now on call number 6 currently been on hold for 3 hours 16 minutes. Utter contempt for their customers. So its been 13 days with no heating.”
“They promise repair or replace, it took us a long time to realise that they keep repairing well beyond the useful life of your machine until you get fed up with an old machine that needs replacing but keeps getting sticking plasters on it to keep it going. Cancelled the policy and wont be using them again”
“Waiting 6 weeks for suitable integral Fridge freezer. Supplied unsuitable Fridge freezer from what appears to be sole providers - cheap. Promised to have unsuitable Fridge freezer picked up . Tried hours re getting a suitable now one week into waiting promised date to pick up.
Warning still no replacement and no pick up of unsuitable appliance.
Christmas coming up. Thanks D and G.
Please please don't use this company unless you like rubbish service”
“I have not had a fully functioning washer dryer since 4th November when I first contacted D&G, who I have an extended insurance contract with! After four engineer calls my original machine was finally replaced on Friday 26th November. HOWEVER, on use the following day, the new replacement machine clonks and has sprung a leak, and cannot be used! Numerous lengthy telephone wait attempts to speak to someone, being passed between Whirlpool and D&G, with each saying its the other's responsibility! They do not recognise my consumer rights and that I wish the new faulty machine replaced, not repaired? They will only progress this complaint after an engineer inspects the new replacement faulty machine and then decide!
My rejection has not been accepted, and my consumer rights under the Sales of Goods Act 2015, have not been adhered to and refused! I want my rights upheld D&G! I am your customer and I want you to take responsibility and respect my request to reject the new machine as it is not fit for purpose! The wait time for a satisfactory resolution is totally unacceptable as the matter has been outstanding since 4th November. I am disabled, and on the clinically extremely vulnerable government register, and need to change my clothes regularly as I suffer with crohns. You are not helping with this long drawn out matter. I want the new faulty washer dryer replaced as is my consumer rights of rejecting an item not fit for purpose.”
“I have been with d&g for many years with policies to cover my washing machine and my tumble dryer. I’m shocked at all the bad reviews as I’ve never had any problems with them, they’ve always sent out an engineer. My tumble dryer has been repaired countless times, as was my last washing machine. My current washing machine had a spin fault and they had an engineer out with no problem. They tried to fix it but were unable to. The same day, they wrote it off, sent me a link with options for a replacement and I have a new machine coming on Thursday.”
“The worst insurance company I have dealt with, a total disregard for the client, I advise against everyone. I have been waiting a month for the repair of the washing machine, which is a huge inconvenience, while my mother waits two weeks for the return for the refrigerator, and without the refrigerator, it is rather difficult to do without, while the account is able to charge a monthly fee without delay.”
“I have all my house appliances insured with Domestic and General. My cooker broke on 21st November 2021 and I managed to book an engineer who came on my house on 24th Novemeber. The engineer informed me that he needed to order the induction part, Next day i reccieved an email that the part is out of stock and i need to wait untill 11th December and than to re-book the engineer. Try to contact domestic and general to informed them that i cannot stay without cooker for such a long time, because I need to cook food for my family and especialy for my little one. After I waste almost 3 hours on the phone and talk with 4 different persons nobody was able to help me or to give me a straight answer. The only thing that they can do for me is just to register a complain and somebody will contact me. I called in the morning and nobody contacted me yet. My advice for everyone is better to save a small amount of money each month, and avoid this company. It looks that there is only one person working there and they don't care about customers. Very disapointed with your service guys! Your customers have small kids at home and they are counting on you to fix their appliances ASAP, and to have a proper customer service and a complain handeling team. You are a joke and I m sorry that I waste my money on you for the last 4 years. Also those wasted 3 hours were from my working time. So thank you very much D&G for wasting my time and my money!”
“Is there any point in posting a review as nobody reads them. Rang complaints on Friday waited 40 minutes to be put through to complaints no one answered. This morning after 20 minutes wait problem not resolved. I asked for the CEO name and email was given the name of the CEO who died earlier this year. Apparently she looked on Google. The rot starts from the top.”
“I bought laptop from Argos and took insurance which ended and when I tried to renew the insurance not able to do. Domestic and General said as Argos instructed them not to renew the insurance for my laptop which they are not able to renew.
In September 2021 domestic and general called me so many times to buy insurance for my home appliances, now when I asked whether I could buy insurance from them without interferences of Argos they again said no. When they needed business and profit domestic and general wouldn't mind calling customer any time of the day but when customer needed to buy insurance from them they say that they stopped doing insurnace for certain products. I wasted £100 buying insurance and not utilise it.”
“Very bad company and I will not ever wished to use this service again they say if we can't fix it this 4th visit we pay for a new one rubbish I've had to payout for new one now another appliance gone 1 st visit 2 weeks now no repairs no update rubbish service”
“Help..............!!!!
Been paying D&G extended warranty insurance payments for years - at least two decades for a range of Miele white goods. The machines have been excellent, never had to use the 'warranty' until last week. Small fault on the (excellent) 21 year old washing machine. In spite of having paid D&G £thousands over the years, they didn't want to organise an engineer call-out. I had to contact Miele and get them to do it. Engineer checked machine, not bad condition but needed small part. His co. told D&G, even got a ref no, that was last week and ever since D&G have refused to sanction this small repair, denied that an engineer had visited - or requested the OK for a part replacement (in spite of giving a ref. no.) and they deny everything. 'We'll send an e-mail to claims' say their customer service. But that will take 48 hrs to reply (pointed out that it has been well over 48 hrs already). 'Raise a formal Complaint'. That will take between 3-5 working days to look at and we can't do anything more(!!!) until that process is finished'. That's their reply. They want me to buy a new machine (from somewhere) so that they don't have to pay out anything - for repair, or for replacement - as their 'contract' states they have to. They want me to walk away - no cost to them - and pocket all the £thousands I've paid them over the years. Maybe that will happen, in which case I will cancel all the other (unused) G&G insurance warranty contracts and broadcast this experience to the world. Immoral - yes. Worse - definitely. I could say much more but legally that might be a problem, but I wouldn't go anywhere near them in future.
Miele also have a 'brand' image problem as they recognise D&G as a 'partner'. Doesn't say much for Miele so a replacement will likely be Bosch or Siemens.
Further to the above, several attempts at calling D&G this morning (Wednesday 27 Oct) have resulted in music on hold for 30mins+ each time. No contact from them, the engineer has not been able to establish any follow-up contact with them either, Miele wash their hands of this 'You need to talk with D&G' they say' ( - if only...!).
So we need a washing machine, no likelihood of this (small) repair being progressed by D&G, no help from Miele so goodbye Miele, hello Bosch, Siemens or another decent manufacturer, one that offers long manufacturer's warranty (i.e. they have confidence in their own products, Miele are now only two years -down from 5 or ten) and no immediate partnership with dodgy D&G...
Update 2: Finally (Thursday 28 Oct) got through to 'Claims' via Customer Service. Waited for 45 mins to get through. Attempted to give a bit of history and explain what the details of the machine were etc., very politely, but after a few seconds - they put the phone down. Yes, that's D&G at their best, helping the customer......”
“Keen to insure your washing machine with Domestic and General? THINK TWICE!!! What you are going to sign up for is an ENDLESS Journey to Hell, and so much frustration that it could affect your personal health and well-being. Don’t get hooked by what may appear as competitive rates: when the time comes and your appliance lets you down, ZERO accountability, ZERO respect and ZERO grace is what you will get back. Instead, you will end up experiencing a mix of endless waiting time while you are officially getting transferred to a MYSTERIOUS complaints team that I am still questioning whether it really exists, agents as well as team leaders and managers Introducing themselves with FAKE names to have the liberty to HANG UP on you and “get away with murder”, and NO ACTION on a replacement that the Hotpoint engineer regularly certified days back, after having paid a protection for over FIVE years, like me!!! BEWARE Domestic and General!! Read the customer reviews!!! And if you are currently leaving your worst nightmare - like me - make sure to record ALL your calls with them and request GDPR transcript for EVERY interaction. This won’t stop them from treating you like a MOP, but at least you will be able to prove it. And, if you have 5 extra minutes to spare, test how fast they answer new registration calls vs. handle customers complaints!!! Stay SAFE and stay AWAY from Domestic and General!!!”
“Keen to insure your washing machine with Domestic and General? THINK TWICE!!! What you are going to sign up for is an ENDLESS Journey to Hell, and so much frustration that it could affect your personal health and well-being. Don’t get hooked by what may appear as competitive rates: when the time comes and your appliance lets you down, ZERO accountability, ZERO respect and ZERO grace is what you will get back. Instead, you will end up experiencing a mix of endless waiting time while you are officially getting transferred to a MYSTERIOUS complaints team that I am still questioning whether it really exists, agents as well as team leaders and managers Introducing themselves with FAKE names to have the liberty to HANG UP on you and “get away with murder”, and NO ACTION on a replacement that the Hotpoint engineer regularly certified days back, after having paid a protection for over FIVE years, like me!!! BEWARE Domestic and General!! Read the customer reviews!!! And if you are currently leaving your worst nightmare - like me - make sure to record ALL your calls with them and request GDPR transcript for EVERY interaction. This won’t stop them from treating you like a MOP, but at least you will be able to prove it. And, if you have 5 extra minutes to spare, test how fast they answer new registration calls vs. handle customers complaints!!! Stay SAFE and stay AWAY from Domestic and General!!!”
“This Company is a DISGRACE.They take money from your bank account for an appliance which was written off for years!Then when found out DO NOT REIMBURSE YOU THE MONEY.THAT IS CALLED T H E F T!!Domestic and General should be dissolved for dishonest conduct”
“Do not ever deal with this company, they keep you waiting for lengthy periods then cut you off, turn up with the wrong parts, damaged my washing machine and floor by ripping it out and tearing a pipe, flooding the floor. Duelled billed me for years. Really really bad service.”
“They are not even worth the one star
three times they have let me down. I cancelled them once but when I had a new cooker it was automatically put through to them for insurance. I need them again now and they have told me to telephone Hotpoint and sort it myself as they didn't know when any engineers slots are free. What they hell!!! I thought this is what I was paying for. I intend to cancel them tomorrow and never want to hear their name again.”
“Our D&G fridge freezer broke down. We told D&G we needed a replacement. They sent us a list of potential fridge freezers we could have. After selecting one and waiting a week for it to arrive (with no fridge in the meantime) we were told by delivery men on it's arrival that the fridge was the wrong fitting. They asked who had suggested this fridge as a possible replacement. When we told them D&G had recommended it they said "that explains it".
After being kept on hold for hours we finally managed to order a replacement for the replacement. However, were told that it would take three weeks to be delivered. The day before delivery, someone from D&G phoned to let us know that the second model we had ordered (and was due to be delivered tomorrow) had actually been discontinued and delivery cancelled.
There was no apology or even acknowledgement of how poorly they had dealt with the situation. After telling D&G we were now just simply willing to accept any fridge freezer they could send us as soon as possible, were under the impression that a fridge freezer suitable for our kitchen would FINALLY be delivered and the matter resolved.
Four days later, the fridge was delivered. Once again, the delivery men stated that it was not the correct fitting to go with the sliding doors. Having waited over a month for a fridge of any kind, we told them we would still like the fridge despite it not being the ideal design. The delivery men agreed and set the fridge up. Matter resolved? No. A few hours later D&G rang to say the fridge needed to go back to them so they could sort out the correct doors for it. After going through the entire chronology and making it clear that we will not be giving up this fridge until a replacement one is physically in front of us, we are currently on hold with D&G as they try to decide their next move. Getting to the stage that we even have a fridge, no matter how unsuitable for our kitchen, has been such a strenuous ordeal that we will literally barricade ourselves in before giving it up for them to adapt the doors (which will no doubt take weeks on end).
In conclusion, an absolute joke company that we can't wait to cut ties with. Will NEVER deal with them again, and similarly to another customer I would rate them 0 out of 5 if at all possible.”
“Do not bother with their boiler service. Poor conduct and misrepresentation - did not have an engineer to attend to the boiler, asked me to have it fixed and they would reimburse me for the costs incurred. 2 months are over and still have not received the monies.”
“Never ever ever ever ever get Domestic and Generals repair and care plan, it is beyond useless and the engineers they use will leave LIVE WIRES in your kitchen with two small children at home.
My washer dryer broke and AO sold me the plan saying you are not charged anything except the monthly fee, sounded great so I signed up. I am now on my 6th visit from the engineers to get the washer dryer fixed, it will be two and a half months without a washing machine with two small children.
1st visit - Engineer diagnosed a broken heater and snapped belt, ordered parts and booked in the next appointment for two weeks time!
2nd visit - Engineer fits new belt and heater, the engineer leaves and we put on a wash, hooray we thought! Half an hour into the wash the washing machine loses power and wont drain.
3rd visit - Engineer diagnoses faulty system board and orders a new one, books another appointment for two weeks time!
4th visit - Engineer pulls out machine to fit system board on discover LIVE WIRES behind the machine, the first engineer had fitted the wrong sized belt that flew off and severed the power cable, the second engineer was too lazy/incompetent to pull the machine out to find this. Engineer orders new power cable and books appointment in for two weeks time!
5th visit - Engineer fits power cable, starts machine and the belt won't stay on, he orders a new drum, pully, heater and belt, books an appointment in for a weeks time.
6th visit - cancelled by Domestic and General without informing me and my complaint it ongoing.
The whole process is so stressful, the two week gaps in appointments is just unreasonable and the lack of communication is awful.
AVOID”
