“Paying for washing machine since 2012 and paid over £790; they finally did change the drum and all parts through Hotpoint last September 2021. Guess what my neighbors complained of the washing machine getting louder and louder like a helicopter taking off. Today after exactly 90 days of guarantee of Hotpoint warranty on repair - loud thundering noise of machine-gun firing, so loud. Called Hotpoint; as we have canceled the policy out of dissatisfaction with D&G - said we have to pay for further repair after paying nearly £800 in total.
POint No. 1 I am going to stop all D&G appliances warranty & No.2 Never buy Hotpoint in a lifetime.
No #1 Conartistis in this warranty business; stop wasting money when you buy new machines.
Tody ordered Samsung with 5-year Parts & Labour for 1/2 of what I have paid for D&G. Do Your Math.
The tissue there to absorb leaks ... oh my God...
God Bless UK from D&G & Hotpoint & Our PM”
“Avoid this company at all costs. I would give no stars if I could. They are a complete sham and only after your money. Spend lots of time trying to sort things out between the engineer company, D&G and Hoover - no one took responsibility or honour-ship of the issue. Absolutely disgusting service. After waiting hours to get through to speak to someone I get told different and contrary information and lies. They do not provide like for like, but offer inferior make and model.”
“Domestic and general think a 3x week time frame is fine for a repair. It will be 3x weeks to the day before they will repair our appliance shocking service. I will like to see those who say this is acceptable try and manage with a family with no washer dryer. Try else where for a repair plan!! After many years with them we certainly will!!”
“its a shame i had to give it 1 star as Domestic And General deserve nothing but zero stars, the service is appalling, i have been trying to book an engineer visit (online and phone) since 04/01/22, 17 dayys later i am no further and D&G are not interested they fob me saying they cant access Hoover/Candys diary and to ring hoover direct which again i have and emailed them but both companies are the same, useless, D&G are good at pushing customers to insure white goods but not interested when you need them fixing, pure con artists. please please dont sign up with them, just pay a reputable local company to fix your appliance.”
“urge you not to deal with this company at all. Extremely bad customer service, no respect to customers and no one is willing to help. I have a policy with them to cover integrated FF with ao, the front plastic cover of the fruit drawer cracked. I have been waiting for a replacement for 5 weeks. I spent more than 9 hours in total in several calls trying everything, raised a complaint but no gain. I had enough and very frustrated from the amount of the horrible music I had to hear while I am waiting on the phone. I cancelled my DD and I will never use them again. Also I will just spread this bad experience to everyone I know.”
“WORST COMPANY EVER! D&G= BORiS JOHNSON LIES.
Do not use, they take your money each month (fraud) then not interested when you ring up. 14 days after 1st phone and 7 phone calls later and 2 engineers not turning up and probably beaning on hold 3hrs. Happy days d&g now cancelled my policies.”
“Appalling Service!!!!!!!
Cooker got written off, took a week to order, was only when made a complaint that something was finally done, paid for installation and old cooker to be taken.
Came this morning 18/1/22 to be told no such installation and removal is in place, new cooker left in middle of kitchen. Unable to move around it. Disabled child cannot get in with wheelchair.
Explained this numerous times.
Nearly 3 hours on phone so far!!!!!!
Disconnect 3 times.
Constantly being transferred to different people as well as having to repeat myself over and over again so far spoke to 9 people.
Still nothing has been resolved.”
“Awful company. Boiler broke down on Christmas Eve 24th Dec no hot water or heating unable to attend until 30th Dec 2022. Still didnt show up. Took time off work and spent day chasing up engineer that they had forgotten to book. Eveything the customer service advised was wrong. Beyond incompetent ,their complaints people must be very busy completely unhappy and will take to the ombudsman. At best False advertising however with this level of dissatisfaction I feel it is a company set up to decieve”
“Only adding to previous comments…. Spent whole morning trying to resolve issue regarding two ‘condemned’ appliances. Can’t offer me same brand???? Tried live chat 5 Times…cut off each time in one way or another, either allegedly transferring to appropriate person or suggested a double oven when I don’t even have space for one then ended the ‘chat’ before had chance to respond. I could write a book … needless to say now looking for alternative insurance”
“Repeat of complaints outlined by other Domestic & General customers below. Wait 2 hours for phone to be answered. My dishwasher has not been working since 2nd November 2021. Multiple appointments by engineers throughout November and December when no-one turned up with no warning, Appointment date made without consulting me, parts re-directed to other jobs, now mid-January and engineer came out this morning without the required new parts....still can't get through to Senior Complaints department. D&G & Whirlpool - neither taking responsibility for the situation and pass you backwards and forwards between them. Ridiculous. Ian Mason - if you're out there - take responsibility. Stop taking on more custom than you can cope with.”
“Pay out over £62/month for kitchen appliances. Thought this would be for peace of mind if something went wrong!!!!! Couldnt have been more wrong. Could have refitted my entire kitchen with electrical appliances with what we've paid out!!! Washing machine broke down 4th Jan 2022. 1st a available appointment was Thurs 13th Jan. Engineer arrived nd said he didnt have the part 'Pal' !!! Hate being called that!!! Would arrange to come following week on the Fri 21st Jan. Then got a txt to say an engineer would come on Mon 24th Jan!!! Not holding my breathe!!! Shocking service. Dont know how they are still legally allowed to operate.”
“Don’t take out an extended warranty via Nu-flame gas fires because you will be given a contract though Domestic &General and they don’t cover gas fires. I have a fault with my gas fire and they sent an engineer who only service boilers. I was told we don’t have anything to do with fires. I shall no be reporting them to the ombudsman. I have checked what Domestic&General do insure and gas fires isn’t one of them.”
“Do not buy a policy with this company !!!! I’ve cancelled mine . No washing machine since reported on 27 th nov . Rescheduled engineer appointments with no notification . Multiple phone waits , cut off twice by 2 rude people . Spare part ordered then engineer turned up today without it ! Complaints department rubbish. Website give an email to write to for complaints which bounces back . Need reporting to national TV and exposing . Shocking company . Just hung up after being on hold for 2 full hours !! What a joke”
“The worst service provided. Staffs would not deal with your complaint or concern but would pass it on to another adviser. Waited 25 minutes for them to answer. Rubbish service.”
“Domestic & General must be one of the worst companies to deal with.
We are all used to poor service from suppliers these days but D&G takes this to a new level.
I have paid for Breakdown Insurance, for my expensive coffee machine, for five years and this year the machine finally failed so I took it down to Argos for repair or replacement. I was disappointed to be told that Argos (the name on my paperwork) sub contract this work to D&G and I had to call them to arrange the repair.
The Saga starts on 30th December.
Called D&G and spoke to “David” who listened, took down my details/policy etc..and arranged a collection by carrier called Skyline…this turned out to be fiction. He also gave me the number of the Repair agent, Staffords with the number 03450-758 1545. I called them but they denied all knowledge and said that for several years they had not been involved in collections or deliveries…just repairs.
I called D&G back, asked for David, who I was told didn’t exist…then put me on hold….I gave up after 30 mins wait.
Called D&G again and spoke to Mary….gave all the details again…I think she gave me a Claim Ref 9115531.
Mary said I should make a complaint so I was transferred to Jo in the Complaints Dept., who recorded the problem under ref DG 1796606
Jo said that she had discussed the problem with Melissa (her senior) who would get back to me the same day.
I then received two calls on my phone that “may” have been D&G but as they lasted just “two” rings it was impossible to answer in time…no messages left and so I concluded that the complaint had died.
A collection had been arranged however for Monday 3rd January but this did not occur, as I realised this was a Bank Holiday.
I called and asked for Melissa, who I was told did not exist, but the operator (no point in names as they all lie) arranged a DPD collection 5th January.
I waited in expecting a notice from DPD, as they do. Nothing happened so I called DPD on the number I requested 0212 750500 and quoted the collection ref given 00592515751. I was informed that the package had been collected and an image of the item on the van was available….When I asked for the address it was given as a house on Great Burches, which is near me but NOT ME.
I called D&G again and “Nigel” took all the details and said I must be transferred to “resolution” but actually after 20mins a staff line answered. In desperation I asked not to be transferred to a holding line but even though the staff member promised I went on hold for 30mins and gave up.
I called one more time and spoke to NONKU (you can’t make that up!!) who contacted DPD, who confirmed that some technical error had occurred and the parcel must be re-scheduled. Nonku promised to record the problem, escalate the collection and most importantly get her manager to call me the same day after 4pm.. I received no call.
Called D&G again 6th January and Sherene answered…she read the details and decided to cancel the original claim and restart a new claim Ref 9162715. A courier will call to arrange collection next day.
7th January, waited in until 3pm but no message/call/email so called D&G again and Sebastian said he would transfer me to Staffords for me to arrange the courier. I confirmed that Staffords told me that they do not arrange collections. Asked to be transferred to a line manager and spoke to Mandy and we went through the history. Mandy Mkosi stated that I had to arrange the courier with the repair agent Staffords…..totally different to the previous agents that arranged courier collections directly, as above. It seems that no one knows how to arrange the repair. Mandy would not transfer me to her senior but offered Resolution Dept (tried that) or Complaints Dept (tried that) or me to speak to Staffords…put through but phone options did not give me the choice of arranging a collection…so I choose option 1?? Libby reluctantly tried to book a collection, took down the Claim No and Policy No but then asked for a referral No (D&G never mentioned or provided this). Libby asked me to call D&G back to get the number…you really couldn’t make this up. Asked to speak to a manager and she cut me off.”
“Washing machine broke down on the 29th December 2021, rang customer services they said they can't access Candy repair schedule, so after being on hold with domestic and general I had to ring them. Then domestic and general said they have a 3rd party company I could use, rang them they said they stopped using d&g over 2 weeks ago now! So I rang candy, there customer services is a joke,the wait time is horrendous well over an hour. Booked in for repair in the 11th Jan 2022 then they left me a message stating they were coming out on the 17th Jan! Over 3 weeks without a washing machine and got children too! Avoid this company I will not be renewing my insurance with these!”
“Absolute shambles. been over a month with no washing machine. Engineer turned up without parts. Said he would order them and 2 weeks later still nothing. spent over 3 and a half hours in phone calls but no resolution. forever on hold.”
