Appliances Delivered.ie - any experiences - this one is not good

galwaytt

So, long story short, a colleague has a rental property with a tenant in it. The dishwasher broke down and, the property being in Dublin, and he in Galway, thought Appliances Delivered would be the solution as they would supply & fit the new appliance and take the old one away.

Item bought, paid for (internet) delivered to the premises and the tenant let them in to fit the unit and take away the old one. So far so good.

A couple of days later tenant calls and says the new machine is 'vibrating' and 'shaking' all over the place and needs looking at. Colleague drives to Dublin to do so and pulled the machine out from the space in the kitchen units to find the damage attached.

It is patently caused by being dropped on one corner.

Appliances Delivered.ie are refusing to repair or replace and offering €25 in compensation as 'a gesture of goodwill', as damage was not reported inside 24hours of delivery.

Now how, pray tell, would you know it was damage if the fitter (deliberately) concealed it and put the machine into the kitchen units where neither the tenant nor the landlord would, or could, see it ? There is now way the fitter didn't know or see the damage on fitting it.

They say the Sale of Goods Act doesn't apply as damage wasn't reported inside the 24hrs on their T & C's.

Anyone else experienced anything similar ?

seamus

galwaytt wrote: »

They say the Sale of Goods Act doesn't apply as damage wasn't reported inside the 24hrs on their T & C's.

That's bull, tbh.

T's & C's cannot override the SOGA. The supplied device was faulty and not fit for sale. Simple as.

If they're really being bolshy about it, the distance selling regulations give them 14 days to return the device without penalty. Your colleague can stick it in his boot, drive it to their warehouse and demand a full refund. They can't claim he damaged it, since they know he didn't.

TonyStark

Sale of goods and Supply of Services Act always trumps terms and conditions. From what I see here the goods are not fit for the purpose or of merchantable quality.

The interesting thing is that your friend is also covered by his credit card company and can request a charge back. Also there also are laws that protect the consumer on online sales akin to a cooling off period.

In short your friend has all the cards in his hand, even though it may not seem like it.

Del2005

That's why you're supposed to inspect it on delivery. The box would have had damage and the delivery person told to go away.

TonyStark

seamus wrote: »

That's bull, tbh.

T's & C's cannot override the SOGA. The supplied device was faulty and not fit for sale. Simple as.

If they're really being bolshy about it, the distance selling regulations give them 14 days to return the device without penalty. Your colleague can stick it in his boot, drive it to their warehouse and demand a full refund. They can't claim he damaged it, since they know he didn't.

Beat me to it. +1.

TonyStark

Del2005 wrote: »

That's why you're supposed to inspect it on delivery. The box would have had damage and the delivery person told to go away.

Makes no difference in this case. Machine was installed and is not fit for the purpose.

Machines should not vibrate when operating them. I would hope and pray there is not damage to the mans property because of a bad installation.

Del2005

seamus wrote: »

If they're really being bolshy about it, the distance selling regulations give them 14 days to return the device without penalty. Your colleague can stick it in his boot, drive it to their warehouse and demand a full refund. They can't claim he damaged it, since they know he didn't.

Doesn't distant selling cooling off period require the item to be unused?

Del2005

TonyStark wrote: »

Makes no difference in this case. Machine was installed and is not fit for the purpose.

Machines should not vibrate when operating them. I would hope and pray there is not damage to the mans property because of a bad installation.

Someone would have signed for the delivery and installation saying that it was OK.

whippet

just a thought .. if this was for a rental property; is it covered under consumer law?

TonyStark

Del2005 wrote: »

Doesn't distant selling cooling off period require the item to be unused?

Sale of goods states that the goods must be fit for the purpose. Simplest way is to get a charge back via the credit card company.

galwaytt

Del2005 wrote: »

That's why you're supposed to inspect it on delivery. The box would have had damage and the delivery person told to go away.

Indeed. But we're relying on 'competent' let alone an honest person to not fit something they (or their despatcher), broke. There has to be an element of responsibility here.

As mentioned, machine delivered and fitted into a fitted kitchen unit in Dublin by retailer, for the owner in Galway.

Only when the machine was operated by tenant was vibration noticed, and when owner drove to Dublin to investigate, had to remove it from kitchen units to see the cause.

seamus

Del2005 wrote: »

That's why you're supposed to inspect it on delivery. The box would have had damage and the delivery person told to go away.

Where a device is supplied and fitted, any "delivery accepted" signature would have very little weight in court - the installer would be expected to inspect the device to confirm it's suitable to be installed, and the purchaser given a reasonable timeframe in which to confirm that the installed device is working as expected.

A purchaser cannot be expected to possess the knowledge/qualifications to both inspect the device and the quality of the installation and then sign off on that before the installer leaves their property.

This is open and shut really. The customer service staff are probably instructed to refuse first and hope they go away.

TonyStark

Del2005 wrote: »

Someone would have signed for the delivery and installation saying that it was OK.

It's still not fit for the purpose... signed off or not.

A damaged machine was installed and I am sure the person who signed off the delivery wasn't made aware of this.

galwaytt

Timeline btw: Delivered Saturday, tenant (attempted) use that eve, drove to Dublin Sunday to inspect, complained to retailer on Monday.

Technically that's one working day as Sunday is not a working day............so there goes the 24hrs get-out clause imho.

TonyStark

Del2005 wrote: »

Doesn't distant selling cooling off period require the item to be unused?

No.

You are entitled to a cooling-off period of 14 days, which begins on the day that you receive the goods. In the case of a service, the cooling-off period begins on the day the contract for distance selling was concluded.

johndoe99

the fitter would most certainly have seen that damage when installing.

Del2005

seamus wrote: »

A purchaser cannot be expected to possess the knowledge/qualifications to both inspect the device and the quality of the installation and then sign off on that before the installer leaves their property.

It doesn't take knowledge or qualifications to see the damage in the OP. It'd be a different story if it was an internal fault but the OP isn't.

L1011

Del2005 wrote: »

It doesn't take knowledge or qualifications to see the damage in the OP. It'd be a different story if it was an internal fault but the OP isn't.

Why would you feel the need to inspect something that someone is going to install for you? Do you check car parts before the mechanic puts them in?

The fitter should have brought it to their attention and ceased the install; but he likely wouldn't get paid for it then.

ytpe2r5bxkn0c1

Del2005 wrote: »

It doesn't take knowledge or qualifications to see the damage in the OP. It'd be a different story if it was an internal fault but the OP isn't.

Oh yes, I'll pull a washing machine out to inspect the back after someone installs it. Unrealistic in the extreme.

galwaytt

...you'll love the latest excuse from them: "we can see it's been plugged in, so would not be able to take it back"

Really - YOU'RE the muppets who plugged it in ! And plumbed it !!

galwaytt

Del2005 wrote: »

It doesn't take knowledge or qualifications to see the damage in the OP. It'd be a different story if it was an internal fault but the OP isn't.

No, but it does take the purchaser to be present : which he wasn't. He wasn't present to spend €100's with them over the 'net, either - so what's good for the goose etc.

ct5amr2ig1nfhp

If it were me...

Send them a tweet with the problem and a picture. See if you get any joy. URL="https://twitter.com/appliancesdeliv"]twitter page[/URL

Next up is to send them an email with your complaint [support@appliancesdelivered.ie]. If you don't get a satisfactory response, send them a registered letter [South Block, The Malt House, Grand Canal Quay, Co. Dublin]. If you do not receive a satisfactory response to the letter, send a follow up registered letter stating you will take a case via the Small Claims Court. Wait 14 days (10 working days), then lodge a Small Claims with all the documentation attached.

Could take a few months to get a court date. I was told it could be up to 6 months. Ended up being about 6-8 weeks. Remember to keep a record of all correspondence and in particular the dates/times.

Best of luck OP.

WhoWhatWhere

Marlon Tinkling Nation wrote: »

If it were me...

Send them a tweet with the problem and a picture. See if you get any joy. URL="https://twitter.com/appliancesdeliv"]twitter page[/URL

Next up is to send them an email with your complaint [support@appliancesdelivered.ie]. If you don't get a satisfactory response, send them a registered letter [South Block, The Malt House, Grand Canal Quay, Co. Dublin]. If you do not receive a satisfactory response to the letter, send a follow up registered letter stating you will take a case via the Small Claims Court. Wait 14 days (10 working days), then lodge a Small Claims with all the documentation attached.

Could take a few months to get a court date. I was told it could be up to 6 months. Ended up being about 6-8 weeks. Remember to keep a record of all correspondence and in particular the dates/times.

Best of luck OP.

Or easier still just chargeback on your debit card. 30 days max.

ct5amr2ig1nfhp

When you do a charge back, is it not the case that the retailer can defend the chargeback and the charge can be reapplied to the card by the bank?

WhoWhatWhere wrote: »

Or easier still just chargeback on your debit card. 30 days max.

WhoWhatWhere

Marlon Tinkling Nation wrote: »

When you do a charge back, is it not the case that the retailer can defend the chargeback and the charge can be reapplied to the card by the bank?

Yes but if you supply evidence to the bank that the purchase was defective and the company refuses to rectify it their defence is moot. I've used the service before for this same reason.

Terrlock

I have also used appliances delivered.

Actually bought a fridge, dishwasher and washing machine....had them all fitted too.

The fitter actually test all the units before he left to make sure the were working properly.

Did he not do the same for you in Galway?

mickmackmcgoo

Just because you sign a companies internal delivery docket does not mean you are accepting that the product is in working order or was installed properly. They can put what they want in their small print. The sale of goods act applies.

Odyssey 2005

Am actively looking for a fridge freezer and have been looking to they're website. Guess what !!!

TonyStark

WhoWhatWhere wrote: »

Marlon Tinkling Nation wrote: »

If it were me...

Send them a tweet with the problem and a picture. See if you get any joy. url=https://twitter.com/appliancesdeliv]twitter page[/url

Next up is to send them an email with your complaint [support@appliancesdelivered.ie]. If you don't get a satisfactory response, send them a registered letter [South Block, The Malt House, Grand Canal Quay, Co. Dublin]. If you do not receive a satisfactory response to the letter, send a follow up registered letter stating you will take a case via the Small Claims Court. Wait 14 days (10 working days), then lodge a Small Claims with all the documentation attached.

Could take a few months to get a court date. I was told it could be up to 6 months. Ended up being about 6-8 weeks. Remember to keep a record of all correspondence and in particular the dates/times.

Best of luck OP.

Or easier still just chargeback on your debit card. 30 days max.

It can be challenging enough to set up a merchant account in the first place. They will understand this better than going to the hassle of writing letters etc. One phone call to the right person is all that is needed to sort this out.

rubadub

Del2005 wrote: »

That's why you're supposed to inspect it on delivery. The box would have had damage and the delivery person told to go away.

How are you so sure the box was damaged? I suspect it was, but it could have been damaged in the factory and a dodgy employee fully aware of the damage might have had a vested interest to let it slip through.

Del2005 wrote: »

It doesn't take knowledge or qualifications to see the damage in the OP.

Exactly, so you appear to admit the installer would certainly have seen the blatantly obvious damage, being far more experienced than the average joe soap or auld granny. As they went ahead and installed it then it seems they must have had a vested interest in not installing it, and so they likely damaged it themselves, or a workmate did. If a dodgy employee in the original factory had stuck a broken product in a perfect box they would have detected it immediately upon unboxing, and there would be no vested interest in them not reporting it. They could show their boss the box was in perfect condition and nothing to do with them.

dok_golf

Just to add my tuppence worth,today, Tuesday, I finally received delivery of the dishwasher that was due to be delivered last Friday ( rang at 5.00pm Friday evening to discover the machine had never left the depot ). On opening the package, I discovered a huge crack running from one side to the other on the top of the machine. Today, is the second day I have had to take off work in order to take delivery. On top of all that, I cannot now use my kitchen sink as the water just flows out where the dishwasher was attached and as I now don't have any dishwasher, so there is a considerable hygiene issue. I contacted Appliancesdelivered.ie twice. They refused to cover the cost of a plumber to come out to blank off the sink so water won't just pour on the floor, nor would they allow me to hook up the drainage hose of the faulty machine, which would have saved the cost of a plumber. They eventually offered to replace the dodgy machine next Thursday. At no stage, would they even offer to make a gesture of goodwill for all the inconvenience caused. Word of warning to everyone, Appliancesdelivered are cheap for a reason ( they also charge 40 euro delivery). Methinks a date will be set with the Small Claims Court.

Cabaal

dok_golf wrote: »

Just to add my tuppence worth,today, Tuesday, I finally received delivery of the dishwasher that was due to be delivered last Friday ( rang at 5.00pm Friday evening to discover the machine had never left the depot ). On opening the package, I discovered a huge crack running from one side to the other on the top of the machine. Today, is the second day I have had to take off work in order to take delivery. On top of all that, I cannot now use my kitchen sink as the water just flows out where the dishwasher was attached and as I now don't have any dishwasher, so there is a considerable hygiene issue. I contacted Appliancesdelivered.ie twice. They refused to cover the cost of a plumber to come out to blank off the sink so water won't just pour on the floor, nor would they allow me to hook up the drainage hose of the faulty machine, which would have saved the cost of a plumber. They eventually offered to replace the dodgy machine next Thursday. At no stage, would they even offer to make a gesture of goodwill for all the inconvenience caused. Word of warning to everyone, Appliancesdelivered are cheap for a reason ( they also charge 40 euro delivery). Methinks a date will be set with the Small Claims Court.

To be fair I don't think they should pay for a plumber either, it's very simple to block up the dishwasher outlet to a sink drain and it certainly doesn't require a plumber.

Other very simple options (if you aren't capable of buying a simple fitting and screwing it on yourself) include stick a bucket under the outlet or connect the old dishwasher outlet pipe and direct it into a bucket etc.

galwaytt

.........getting a little rep for themselves now, aren't they ?

L1011

galwaytt wrote: »

.........getting a little rep for themselves now, aren't they ?

Their owners reputation precedes them also.

robo

L1011 wrote: »

Their owners reputation precedes them also.

Who are their owners?

Sounds like we will be hearing a bit about Appliances Delivered.ie on the Liveline in the new year :rolleyes:

rubadub

robo wrote: »

Who are their owners?

Our Story
AppliancesDelivered.ie was originally BuyAndSell.ie an Irish owned company, based in Dublin. Established in 1991, it was originally a print-based classified publication. BuyAndSell.ie launched its first website in 1998, and in 2014 transformed to an online only business.

Ireland has changed greatly since we first launched our printed classifieds magazine. With the advances of the internet and the move to selling online grows we are changing with the times. As the online market in Ireland grows we are constantly evolving with it. Consumers want choice and the best value and this is what we deliver.

With our online appliance store and our Price Match Promise we are making appliance shopping easy for you. Choose from our large selection of appliances and goods and be confident in our prices, then simply wait for your appliances to be delivered straight to your door.

In January 2016, we decided to change our name to reflect the direction our business has taken and AppliancesDelivered.ie was launched.

I used them with no issues, were cheap too.

dok_golf

Cabaal wrote: »

To be fair I don't think they should pay for a plumber either, it's very simple to block up the dishwasher outlet to a sink drain and it certainly doesn't require a plumber.

Other very simple options (if you aren't capable of buying a simple fitting and screwing it on yourself) include stick a bucket under the outlet or connect the old dishwasher outlet pipe and direct it into a bucket etc.

Can't connect the old dishwasher drainage hose as that was taken away when the new machine was delivered. To add to the story, the replacement dishwasher was meant to be here today. The guy in Appliances Delivered swore to me that he would arrange with the courier to make mine, the first delivery of the day so I wouldn't miss more time off work. By 11:30 this morning, still no sign. Rand cust service who said they would check with the delivery company and get back to me immediately. At 12:30 I rang back and was put on hold for 20 min. They then told me the machine was out for delivery and would be there before days end. "What happened to the early delivery"? I asked. They had no idea. 16:30 this evening, still no sign. Rang cust service again. This time , I got the name of the courier who I rang direct. They had no record of my machine. Rang cust service again, on hold this time for 15 min. They then said there was a mix up over the order number, and my machine hadn't actually left the depot at all. They then told me that it would be with me tomorrow but couldn't give a time. That would mean taking a 4th day off work in 6 days???? I told them to shove it, but it gets better, they won't refund me until I return the broken machine ( the one they wouldn't let me hook up the drainage hose from to stop the water flooding my kitchen ) which is fair enough, but here's the kicker, they want me to wait at home next Monday until their courier can come and collect the broken new machine!!! Now, If there is anyone here who thinks that this represents good service, i would dearly like to hear from them.
P.S. The reason I can't fit, what turned out to be a new dishwasher trap with a rubber bung in the drainage spout, is that I have nerve damage in my wrists and consequently have very little power to turn/tighten fittings.

galwaytt

dok_golf wrote: »

Can't connect the old dishwasher drainage hose as that was taken away when the new machine was delivered. To add to the story, the replacement dishwasher was meant to be here today. The guy in Appliances Delivered swore to me that he would arrange with the courier to make mine, the first delivery of the day so I wouldn't miss more time off work. By 11:30 this morning, still no sign. Rand cust service who said they would check with the delivery company and get back to me immediately. At 12:30 I rang back and was put on hold for 20 min. They then told me the machine was out for delivery and would be there before days end. "What happened to the early delivery"? I asked. They had no idea. 16:30 this evening, still no sign. Rang cust service again. This time , I got the name of the courier who I rang direct. They had no record of my machine. Rang cust service again, on hold this time for 15 min. They then said there was a mix up over the order number, and my machine hadn't actually left the depot at all. They then told me that it would be with me tomorrow but couldn't give a time. That would mean taking a 4th day off work in 6 days???? I told them to shove it, but it gets better, they won't refund me until I return the broken machine ( the one they wouldn't let me hook up the drainage hose from to stop the water flooding my kitchen ) which is fair enough, but here's the kicker, they want me to wait at home next Monday until their courier can come and collect the broken new machine!!! Now, If there is anyone here who thinks that this represents good service, i would dearly like to hear from them.
P.S. The reason I can't fit, what turned out to be a new dishwasher trap with a rubber bung in the drainage spout, is that I have nerve damage in my wrists and consequently have very little power to turn/tighten fittings.

FFS, time for a solicitor. [snipped]

dok_golf

I'm waiting on transcripts from all the conversations relating to this debacle and then I'm going to bring them to the small claims court. Costs 25 euro so on a hiding to nothing really

Dubl07

Thank goodness I saw this thread. I'm buying a new double oven in January and now know who to avoid.

martyoo

Not a great start for these guys! I never understand these types of companies. They spend a fortune on marketing and then provide poor service.

It's not usually a good sign when visitor posts and reviews are disabled from a company's Facebook page!

galwaytt

martyoo wrote: »

Not a great start for these guys! I never understand these types of companies. They spend a fortune on marketing and then provide poor service.

It's not usually a good sign when visitor posts and reviews are disabled from a company's Facebook page!

Yes, I noticed that too.

<snip>

Lux23

Your friend is a landlord, so consumer legislation wouldn't apply here. He's a trader, so the only law he can probably rely on is the sale of goods act 1893. If you were a consumer, they would be seriously non-compliant though.

Sorry, didn't realise it was so long ago!

galwaytt

Lux23 wrote: »

Your friend is a landlord, so consumer legislation wouldn't apply here. He's a trader, so the only law he can probably rely on is the sale of goods act 1893. If you were a consumer, they would be seriously non-compliant though.

Sorry, didn't realise it was so long ago!

What do you mean 'so long ago' - it was at end of October, and they've been railing against it since.

As for landlord, that's irrelevant - money was paid for goods of merchantable quality - they're not, and the service they provided was negligent. The status of the purchaser is completely irrelevant: [snipped].

Lux23

galwaytt wrote: »

What do you mean 'so long ago' - it was at end of October, and they've been railing against it since.

As for landlord, that's irrelevant - money was paid for goods of merchantable quality - they're not, and the service they provided was negligent. The status of the purchaser is completely irrelevant: what we have here is a crowd of bait & switch [snipped].

No, consumer legislation only applies in business to consumer transactions. If the item you buy is not for personal use as would be the case with a landlord he can't use consumer legislation. Contract law yes, but not consumer legislation.

galwaytt

Lux23 wrote: »

No, consumer legislation only applies in business to consumer transactions. If the item you buy is not for personal use as would be the case with a landlord he can't use consumer legislation. Contract law yes, but not consumer legislation.

That may technically be the case but whether its treated as 'consumer' or 'other' won't protect you from some clown dropping a machine from a height and then deliberately hiding/masking it, and then the company that took your money abdicating any kind of responsibility.

That's the actual issue.

benquinn101

I ordered from them last week, ordered Monday, received my machine Tuesday morning, no stress at all? Also customer service were pretty sound to me..

L1011

benquinn101 wrote: »

I ordered from them last week, ordered Monday, received my machine Tuesday morning, no stress at all? Also customer service were pretty sound to me..

If nothing went wrong you aren't going to get much experience of customer service, though. Its how companies react when something *does* go wrong that matters.

Wheety

benquinn101 wrote: »

I ordered from them last week, ordered Monday, received my machine Tuesday morning, no stress at all? Also customer service were pretty sound to me..

Joined today and 3 posts in total, the third one is this. You don't know the owners by any chance? :rolleyes:

Wheety

galwaytt, what happened in the end with your friend?

galwaytt

Wheety wrote: »

galwaytt, what happened in the end with your friend?

Nothing yet - is trying to push it back through credit card company with a backcharge.

Retailer completely disengaged.

Bought a new hob for Christmas myself, made a point of going to a bricks & mortar shop locally. So doth one lives, one learns :P