“Awful stay well clear. They take your money but when it comes to making a claim for replacements they don’t answer the telephone. The customer services will not reply to email. Avoid them. I have a serious illness and they have only caused me stress. D&G is just a big black hole”
“This is the only company I have used and would NOT recommend them. See my previous review. They are absolute rubbish
Obviously D& G only put in favourable reviews.”
“DO NOT USE DOMESTIC & GENERAL they do not abide by terms & conditions.
We are in our 80's husband with kidney disease & stroke- they know we are vulnerable.
Problem with heat regulator on New World grill flames reaching out making knobs & surround red hot very dangerous, oven not reaching temperature. Rang on 2.9.20 job still not done as at 4/10/20. Takes and hour to get through on phone they never ring you back when promised. Engineer called 17.9.20 had no part which had to be ordered that was the last we heard apart from numerous phone calls that get you nowhere. Have now written to Chief Executive.”
“My mother (86 type 1 diabetic) has been with D&G for many years and generally happy. However, her heating failed last Sunday. My sister tried to call D&G and was cut off at 12.00 midday and referred to go on line. My mother called last Monday morning and was told Thursday was the earliest they could manage. Someone arrived, told her she needed a pump and valve which would be done the next day. No call or plumber on Friday. My mother called (this is a marathon task being pushed from pillar to post with marketing drivel and dire music plus the “we’re very busy” message). I tried and had a similar dire experience. She was to.d that she ‘d get a call. On her last effort to get a resolution she was told the heating system needed flushing. 6 days to be told that. A lie.
I got a local company to investigate. They were there in 15 minutes and heating and hot water on while they went to get a valve. By early afternoon the valve was fitted and all is well. Pump fine, flushing not needed.
Tomorrow I’ll be sending D&G the bill, seeking compensation and cancelling the cover. For all the reasons many have written this is a company that has lost it’s way.”
“Been a customer for over 15 years. Service has gone downhill over the past few years. It’s a shame really. The actual staff are lovely to talk to on the phone but I suspect that their management are mediocre. The left hand doesn’t know what the right hand is doing. Organising repairs are cheaper outside of this cover and the replacement policy is. It worth the paper it’s written on. The whole service is very bureaucratic and chaotic. It’s not worth the extra hassle and aggravation.”
“After being with D&G for many years and having four appliances insured with them we are now treated with contempt, on this last occasion I spent over 25minuits before getting to actually speak to someone (calls which we are paying for), I gave the guy the details of a fault with out American fridge freezer and was given an appointment day for an engineer to call which was supposed to be today (01/10/20), after waiting all day at 4.30 pm I received a text for me to call the engineer quoting a the job number with regards to the outstanding repair to my gas oven!!, to make an appointment, I phoned and pointed out that it's the fridge that's faulty and we don't have a gas oven (it's electric) I was put on hold and listen to the rubbish music when 5 minutes later the automatic voice selection came on, so I pressed the appropriate number and another girl told me she would find out what was going on and would call me right back, well no call back, surprise!, las time we had trouble with no shows, arriving to fit a part unannounced just as we were going to a doctors appointment, waste of time we are cancelling the D/D avoid D&G, useless”
“Domestic and General do not answer the phone. You can try different routes on their recorded messages/menu, but nothing ever happens. Their system sends you to Hotpoint/Whirlpool dead ends. There is even a message that says they cannot help and that you should hang up. This is very unhelpful when you need a repair. I managed to book a technician and waited 10 days, but the technician did not show. That was one day wasted waiting for a no-show. The technician did not phone to say he/she could not come. And DandG have no explanation for this; they are unaccountable. Last point, DandG have rebooked me a technician visit, and I now I have to wait a further 9 days.”
“Washing machine died booked repair, then recieved text oh wait engineer not available that day god appointment for the next week which wasnt suitable.pho ed up to state if you can change it to the 25th fine if not leave it I'll work around you, they cancelled my appointment and didnt give me the day I wanted without telling me.... I phoned up to check oh the next appointment is now the 29th.... the repair centre only works on behalf of domestic and general isn't owned by them.... opened up complaints with both companies and nothing being down was told I'd be called etc... nothing called on the 28th to check oh we dont have you booked on the 29th...... had enough going to the Financial Conduct Authority who regulate these jokers”
“I ordered a Fridge Freezer and 5 years insurance from John Lewis. I had to cancel before I received it so John Lewis refunded immediately to my account. They use Domestic and General for the additional insurance. Domestic and General will not refund via your original payment only by cheque. A complete pain as you can imagine. I complained to no avail. They then sent a cheque for £20 instead of £120. I tried to get this fixed, I phoned several times. They put me on hold for 15 minutes with no apology and I still didn't get through. I then gave up. Phoned John Lewis who are sorting it for me. Cheques are a complete farce and even the John Lewis customer service queried them only offering refunds in this form as the inconvenience in getting to a bank to pay in is unbelievable. Avoid Domestic and General, terrible customer service.”
“Been with them for 20+ years , they got out of a repair on boiler that’s was covered by insurance. Independent plumbers showed this and then spent hours chasing them but no actions taken . Waste of time”
“I have to give Domestic and General a 1* review after my recent experience.
My washing machine door developed a fault so I contacted D&G early July. A Bosch engineer came and said it was unlikely that a replacement door could be found. A week later Bosch informed me that it was a write off. I contacted D&G to inform them. I was told that someone would get back to me.
This did not happen and I had to make many phone calls, sometimes waiting 45 minutes to get through, and send many emails, which were not answered. On one occasion I was speaking to someone in Customer Service who hung up on me.
I also had a query regarding money I was owed from a policy for a cooker I did not possess. I got no response for this query either
Eventually I was contacted by someone from their resolution team who apologised profusely, said I would get an email with choices of Washing Machine to choose from, and someone from the Senior Resolution team would contact me in a matter of days. None of this happened. I phoned again a week later, and was told someone would get back to me. This did not happen either.
I decided to email to the CEO of the company, regarding this matter. Needless to say, I got no response. Twelve days later I phoned D&G and asked to speak to him. I was told I could not be put through to him but would be put through to the Senior Resolution Team. I said that this was the Team I wished to complain about!
I eventually spoke to someone from this team who apologised profusely (again), arranged the new washing machine and explained the query regarding the money I was owed.
I felt I was due compensation for the stress I had experienced trying to get my Washing Machine sorted. A faulty washing machine for 2 months, no response to my emails, no promised phone backs and being cut off when talking to Customer Service. I was informed I would get 2 months payments I had paid refunded (which I felt I was entitled to anyway) and the insulting sum of £25 compensation for the problems I had been facing.
Besides posting this here, I sent a copy by post to D&G’s CEO to see if he has the courtesy to reply to me. He didn't”
“We paid insurance on our washer/dryer for 8 years then it broke down last month. We had three visits form engineers and it couldn't be fixed but still had to wait until 2 weeks was up before they would consider writing it off. I spent hours on the phone trying to get through each time.
In the end it was written off and the website said we would get a choice of a new one but we didn't. We were offered one model and told to take it. When it was delivered we were shocked at how noisy it is so I called back and waited three hours before I spoke to someone at customer services who was so rude immediately. He said that as we had used the washer dryer D&G would never replace it. I explained that we had to use it to find out how awful it was and that we didn't get a choice and he simply repeated himself. I've complained via email to their head office and had no reply.
Rubbish service. Never use them.”
“Domestic and General is a worse co to be with.They never pick up the phone.i had my cooker written off.It is about 1 month now and they haven’t replaced it.we couldn’t cook food because of no gas coming through.we have to buy food from out side.Do not waist your money with them.”
“My cooker is needing repaired due to accidental damage phoned 1st of july to be told no engineers in my area and i would have to find someone to repair and send them the bill phoned around nobody wanted to do insurance claim which meant id have to pay im disabled use wheelchair also have son with additional needs phoned and they then said to email beko and ask them to repair and send bill to them no reply from beko phoned again and got put through to resolutions team who i thought had finally got ball moving and had engineer coming to fix it 3 weeks later get call that they cant get out to fix it been on phone all this morning trying to speak to someone get put through to resolutions team for call to drop again which has happened many times now 11th september still not fixed explained to them that i dont have that kind of money to get it fixed surely if you are running a business you have engineers who deal with each area now still no cooker actaully feel like crying got insurance so didnt need to worry about repair”
“Called on Friday. Took several attempts to get through. Finally spoke to someone and call dropped.
Appointment made for following Thursday. Time booked of work. Nobody shows up. No warning.
Try to call throughout the day. No answer. Phones auto message advises they are to busy for more calls and auto hangs up.
Go on the online chat. Advised that appointment has been cancelled. Told to call back the following day.
Joke of a service.”
“Earliest appointment for my dishwasher was 2 weeks from initial call to D&G. The engineer was supposed to come between 8.00am and 6.00pm. On the day I called D&G about 4.00pm to confirm the engineer was coming. I was told the appointment was cancelled, no reason given. another appoint given for in four days time. Then that appointment cancelled, another one given for two weeks further on. That's a month for a repair!! Still waiting for the dishwasher to be repaired. Maybe this appointment eill be cancelled too ? To cap it all, discovered my fridge freezer had broken down two days ago. Everything had defrosted and had to be binned. Phoned D&G next day for a repair. Earliest I could get is for two weeks time. I explained that I'm 72 years old and disabled and unable to go out for shopping every day. I thought I might get a priority appointment, no chance !!
Really a shocking service and won't be renewing these two policies. If anything goes wrong in the future, I'd rather fork out for a new appliance.”
“do not fall in to this fake company, aweful customer service, when it come to replacement they dont take the liability and pass it to manufacturer, no point paying them, its a scam and waste of your money”
“Have paid for cover for my washing machine with Domestic and general for years now. Washing machine broke and booked a repair in a week ago only for it to be cancelled the day before. Rang repair company (they never bothered explaining just cancelled and told me to call them!!) and found out theres a problem with the part and can't give me any indication of when they will sort it - just got told to ring Domestic and general - tried numerous times but ended up hanging up after being put on hold for 15 / 20 minutes and no one bothers to answer - bad customer service keeping customers waiting that long - I'm paying money for a service buf cant get to speak to anyone!!”
“Had my appliance for 6 weeks still waiting for a resolution. Passed round from one department to another, on hold for up to 2 hours. Don’t respond to emails.”
