Escapades of purchasing an American Fridge Freezer!!!
Well 14th September it all started, with the fridge escapades.
We ordered our new fridge from Powerhouse in Coventry and paid via a no deposit, 12 month interest free period deal. Filled out all the paperwork with a salesman called Ajay, who was very helpful and seemed to know about the product he was selling. We were offered a survey and delivery for a fee of £70. The survey involved someone coming out to our house prior to the delivery to check to make sure that the American style fridge we had bought would get through all the gates and doors when delivering. A delivery day of Thursday 22nd September was agreed. I was told that someone would be in touch the following day (15th September) to arrange a time to come to our house and do some measurements. This was classed as the survey. I was told that they would be in and out in a matter of minutes and they would also be able to decide from this, whether the doors would need to come come off the fridge in order to get it through the entrance to our house.
No one rang on the Thursday during the day so I rang the shop in the evening and spoke with Ajay. He told me that the information had been past on to the necessary dept and assured me they would be in touch. So Friday 16th came, and again I rang in themid afternoon and spoke with Ajay, as no one had rang me during the day again. Again I was assured that they would be in touch well before the following weeks delivery day of Thursday 22nd September.
So onto Saturday afternoon, and still no survey date had been finalized. So a trip to the shop was the next thing. I went in and spoke with Ajay again. He then contacted the depot while I was there and was told that all the customers information (i.e. telephone number etc) had been received and the surveyor would be in contact by Monday at the latest. Tuesday morning then arrived and still no phone call from the surveyor. I phoned the shop yet again and spoke with another assistant (as Ajay was busy) and explained the situation. She in turn gave me a number to ring in order to chase up the survey myself. This number turned out to be the number to enquire about deliveries and could not help me with the survey. So then it was back on the phone to Ajay who then rang the surveyor's himself. He then finally rang me back and said they would ringing me within half an hour. Now they did ring me and told me that they would be at my house by dinner time on Wednesday 21st September, after seeing 2 other customers.
Now Wednesday was not the most convenient day for us as I was at work and could not get time off at that short a notice and my wife goes to English classes. So I got my Mother to come round to the house so she could be there when the man came to do the survey. She arrived at about 10am and was there until nearly 2.00pm. When the man had not arrived by 1.00pm, I decided to ring the shop again. It took nearly half an hour to get through to the shop. But when I did get through to the shop, after 2 phone calls, they said they would check when the surveyor would be arriving and ring me back. They rang back and said he would be there within the hour. He arrived about 1.45pm and took one look at the gate and said he could tell without measuring that the fridge would not go through. He then did some quick measurements of the gate, the back door and the conservatory door. He said that the fridge was 27" and would not pass through the gate, without dismantling the gate and part of the fence, or the conservatory door. He then went on his way in what must of been a fleeting few minutes.
So with much disappointment during the evening of the 21st September I headed back to the Powerhouse store, to cancel the fridge- freezer I had ordered. I left my Mum at home babysitting my daughter while I went up. Now when I arrived I spoke to Ajay about what had happened with the survey and then he passed me on to Christina who then in turn rang up the man who had come out to do the survey. The man assured Christina that there was no way that the fridge was going to go through the gateways and doorways of my property as they needed a clearance of 27" ( aprox 69cm) and enough room for hands to hold on to the fridge to get it through. So after the phone call I was asked what I wanted to do? Did I want to purchase a smaller fridge or have a refund then or in a couple of days time. I was on my own and knew that my wife would need to be there to choose another fridge and also said that we may go elsewhere to purchase one. I decided to get the refund. Christina then proceeded to do the refund. While she did this I went over to take a look at the fridges which were laid out in the middle of the floor as the shop was getting a refit. There was a Scottish lady, Janice, who was locating the fridges into new positions, that I began to speak with. I enquired with her as to the aprox depth of a normal fridge freezer and explained that I had just cancelled an order for an American Fridge/Freezer. She looked at me in disbelief that I could not get it into my house. She was helping out with the refit and she was from a Scottish store. She explained that she sold loads of these American Fridges up in Scotland and never had any difficulty getting them into houses. She said that the widest part of the fridge is 60cm, but the doors would need to come off, along with all the packaging. Anyway she then went off to find out why a customer had been lost and tried to arrange a courier to deliver the fridge. In the mean time I rang my Mum back at the house and got her to check out the measurements of the gate and doors. She confirmed that there was definitely space for 60cms to go through without touching the sides. In Janice's words,' if a washing machine can get through the openings, then a fridge/freezer most definitely would'. We hadhadd a washing machine delivered only a few days earlier by a different company, so I was certain that the gaps were wide enough. As the paperwork had been processed now I decided to go away and think about things as they stood, and get the wife's opinion also.
On the morning of the 22nd September I decided to ring Ajay at the shop and see what could be done about getting this fridge/freezer reordered and delivered as soon as possible considering the circumstances of the cancellation the night before. So after a couple of phone calls the order was reinstated, and was told I would need to return to the shop, to sign the paperwork, ready for a delivery to us by Saturday 24th September. I was told this time that the survey fee would not be required this time and I would only be charged £20 delivery charge. The £50 survey fee was deducted from the bill as a discount after all the hassle with the original order. I was told the drivers would know that the fridge was to be delivered directly into our kitchen upon delivery.
Ajay also rang me to offer me the chance of an earlier delivery on Friday 23rd September. This offer I declined as I wanted to be at home when the delivery came as I still felt there could be a problem. I went up to the shop during the evening of Friday 23rd September, to sign the paperwork. I was assured by Ajay that the drivers knew that all the packaging would be taken off and taken away for disposal. I was also told that the drivers understood that the doors would need to come off the fridge in order to get it onto the property. The instructions to them were clear, that they were to get it into the house, no questions.
Saturday 24th September I rang the number on receipt to find out a delivery time. They then took my number and rang the van driver before ringing me back. I was informed delivery would be during the afternoon after 1.00 pm. This was fine, so we went out early morning and returned home for 12.30pm. No sign of the delivery by 2.30pm, so I decided to ring again and was informed that they would be with us within the next 2 hours. About 4.20 the lorry turned up. As I walked down our drive to greet the driver, immediatelytly stated that there was no way the fridge was going to go through the side gate and then checked the conservatory door and said the same again. I then tried to get the store on the phone to resolve the situation before they left. I waited for about 10 mins on the phone when I got through but Ajay seemed to be busy and no-one else could help, so I was left on hold. All the time trying to tell the driver that the fridge would go through if he took the packaging off and the doors off the fridge. The driver told me that we had not paid to have it delivered into the house. I tried to tell him about all the trouble we had had with the survey and the fact the delivery had been discounted. He was not interested in hearing what I had to say though, it seemed. He then rang his boss who told him to leave it on the driveway or take it back. Meanwhile I spoke on the phone to the store with no joy and the driver decided to speak with my wife about the fridge. There were a few sharp words which caused, to enrage my wife as the driver was not willing to listen to anything that we told him. My wife then just wanted to go down to the shop and sort things out. We declined to except delivery and sent the driver on his way. We then headed to the store to see if we could resolve things and get the lorry turned around while it was still in the area.
We got to the store and explained things but they were unable to do any thing about the delivery on the lorry. To resolve things the shop offered to send out the shop model on their private courier. They offered a discount of £50 which I rejected as I thought it had too many scratches on it. They then knocked off another £30 discount, which I accepted and they said it would be delivered at around 7.30pm that evening. We then went off to do some shopping as we had originally planned.
The courier's turned up at our house at about 8.20pm. It was dark by then so the van was backed up onto our driveway so they could take the packaging and the doors off the fridge in the spotlight from the house. We made them a cuppa which they gratefulatful of. They took the fridge apart and took all the bits into the house before wheeling the main body on a sack truck into the house. Proof that the fridge would go through the gateway, is shown in the photo I took pictured below.
Once there they assembled it again and got on their way. The drivers also took our old fridge away, although we had to pay them £10, for doing it. They were on there way by 9.10pm. I then discovered that the fridge was missing the hose, to plumb it into the water mains, in order to get the water andispenserpencer working. So another trip up to Powerhouse was due again on the Sunday. So the hose was ordered and took just over a week to arrive and about 3 phone calls to make sure it was coming in. Any way I collected it from the store and then realized that there was possibly a connector missing which linked together the new hose and the hose attached to the back of the fridge. I then contacted the shop again the following day. I spoke with Ajay again who said he would get one ordered. Again a long wait followed for this to come in. I phoned on Thursday 13th October to find that the connector and another hose was at the shop awaiting my collection. I wasn't sure at that point though, when a convenient time would be for me, to go and collect it. The hose was collected and the fridge is now up and running as it should be.
The only thing that is waiting to be sorted out and I await to see the outcome is the dicount that we were offered for taking the shop soiled fridge has not been refunded. I have chased this on several occasions now and the answer has been each time that head office has to raise a cheque for the refund/ dicount of £80 and they will do it in dew coarse?!??!!?
We ordered our new fridge from Powerhouse in Coventry and paid via a no deposit, 12 month interest free period deal. Filled out all the paperwork with a salesman called Ajay, who was very helpful and seemed to know about the product he was selling. We were offered a survey and delivery for a fee of £70. The survey involved someone coming out to our house prior to the delivery to check to make sure that the American style fridge we had bought would get through all the gates and doors when delivering. A delivery day of Thursday 22nd September was agreed. I was told that someone would be in touch the following day (15th September) to arrange a time to come to our house and do some measurements. This was classed as the survey. I was told that they would be in and out in a matter of minutes and they would also be able to decide from this, whether the doors would need to come come off the fridge in order to get it through the entrance to our house.
No one rang on the Thursday during the day so I rang the shop in the evening and spoke with Ajay. He told me that the information had been past on to the necessary dept and assured me they would be in touch. So Friday 16th came, and again I rang in themid afternoon and spoke with Ajay, as no one had rang me during the day again. Again I was assured that they would be in touch well before the following weeks delivery day of Thursday 22nd September.
So onto Saturday afternoon, and still no survey date had been finalized. So a trip to the shop was the next thing. I went in and spoke with Ajay again. He then contacted the depot while I was there and was told that all the customers information (i.e. telephone number etc) had been received and the surveyor would be in contact by Monday at the latest. Tuesday morning then arrived and still no phone call from the surveyor. I phoned the shop yet again and spoke with another assistant (as Ajay was busy) and explained the situation. She in turn gave me a number to ring in order to chase up the survey myself. This number turned out to be the number to enquire about deliveries and could not help me with the survey. So then it was back on the phone to Ajay who then rang the surveyor's himself. He then finally rang me back and said they would ringing me within half an hour. Now they did ring me and told me that they would be at my house by dinner time on Wednesday 21st September, after seeing 2 other customers.
Now Wednesday was not the most convenient day for us as I was at work and could not get time off at that short a notice and my wife goes to English classes. So I got my Mother to come round to the house so she could be there when the man came to do the survey. She arrived at about 10am and was there until nearly 2.00pm. When the man had not arrived by 1.00pm, I decided to ring the shop again. It took nearly half an hour to get through to the shop. But when I did get through to the shop, after 2 phone calls, they said they would check when the surveyor would be arriving and ring me back. They rang back and said he would be there within the hour. He arrived about 1.45pm and took one look at the gate and said he could tell without measuring that the fridge would not go through. He then did some quick measurements of the gate, the back door and the conservatory door. He said that the fridge was 27" and would not pass through the gate, without dismantling the gate and part of the fence, or the conservatory door. He then went on his way in what must of been a fleeting few minutes.
So with much disappointment during the evening of the 21st September I headed back to the Powerhouse store, to cancel the fridge- freezer I had ordered. I left my Mum at home babysitting my daughter while I went up. Now when I arrived I spoke to Ajay about what had happened with the survey and then he passed me on to Christina who then in turn rang up the man who had come out to do the survey. The man assured Christina that there was no way that the fridge was going to go through the gateways and doorways of my property as they needed a clearance of 27" ( aprox 69cm) and enough room for hands to hold on to the fridge to get it through. So after the phone call I was asked what I wanted to do? Did I want to purchase a smaller fridge or have a refund then or in a couple of days time. I was on my own and knew that my wife would need to be there to choose another fridge and also said that we may go elsewhere to purchase one. I decided to get the refund. Christina then proceeded to do the refund. While she did this I went over to take a look at the fridges which were laid out in the middle of the floor as the shop was getting a refit. There was a Scottish lady, Janice, who was locating the fridges into new positions, that I began to speak with. I enquired with her as to the aprox depth of a normal fridge freezer and explained that I had just cancelled an order for an American Fridge/Freezer. She looked at me in disbelief that I could not get it into my house. She was helping out with the refit and she was from a Scottish store. She explained that she sold loads of these American Fridges up in Scotland and never had any difficulty getting them into houses. She said that the widest part of the fridge is 60cm, but the doors would need to come off, along with all the packaging. Anyway she then went off to find out why a customer had been lost and tried to arrange a courier to deliver the fridge. In the mean time I rang my Mum back at the house and got her to check out the measurements of the gate and doors. She confirmed that there was definitely space for 60cms to go through without touching the sides. In Janice's words,' if a washing machine can get through the openings, then a fridge/freezer most definitely would'. We hadhadd a washing machine delivered only a few days earlier by a different company, so I was certain that the gaps were wide enough. As the paperwork had been processed now I decided to go away and think about things as they stood, and get the wife's opinion also.
On the morning of the 22nd September I decided to ring Ajay at the shop and see what could be done about getting this fridge/freezer reordered and delivered as soon as possible considering the circumstances of the cancellation the night before. So after a couple of phone calls the order was reinstated, and was told I would need to return to the shop, to sign the paperwork, ready for a delivery to us by Saturday 24th September. I was told this time that the survey fee would not be required this time and I would only be charged £20 delivery charge. The £50 survey fee was deducted from the bill as a discount after all the hassle with the original order. I was told the drivers would know that the fridge was to be delivered directly into our kitchen upon delivery.
Ajay also rang me to offer me the chance of an earlier delivery on Friday 23rd September. This offer I declined as I wanted to be at home when the delivery came as I still felt there could be a problem. I went up to the shop during the evening of Friday 23rd September, to sign the paperwork. I was assured by Ajay that the drivers knew that all the packaging would be taken off and taken away for disposal. I was also told that the drivers understood that the doors would need to come off the fridge in order to get it onto the property. The instructions to them were clear, that they were to get it into the house, no questions.
Saturday 24th September I rang the number on receipt to find out a delivery time. They then took my number and rang the van driver before ringing me back. I was informed delivery would be during the afternoon after 1.00 pm. This was fine, so we went out early morning and returned home for 12.30pm. No sign of the delivery by 2.30pm, so I decided to ring again and was informed that they would be with us within the next 2 hours. About 4.20 the lorry turned up. As I walked down our drive to greet the driver, immediatelytly stated that there was no way the fridge was going to go through the side gate and then checked the conservatory door and said the same again. I then tried to get the store on the phone to resolve the situation before they left. I waited for about 10 mins on the phone when I got through but Ajay seemed to be busy and no-one else could help, so I was left on hold. All the time trying to tell the driver that the fridge would go through if he took the packaging off and the doors off the fridge. The driver told me that we had not paid to have it delivered into the house. I tried to tell him about all the trouble we had had with the survey and the fact the delivery had been discounted. He was not interested in hearing what I had to say though, it seemed. He then rang his boss who told him to leave it on the driveway or take it back. Meanwhile I spoke on the phone to the store with no joy and the driver decided to speak with my wife about the fridge. There were a few sharp words which caused, to enrage my wife as the driver was not willing to listen to anything that we told him. My wife then just wanted to go down to the shop and sort things out. We declined to except delivery and sent the driver on his way. We then headed to the store to see if we could resolve things and get the lorry turned around while it was still in the area.
We got to the store and explained things but they were unable to do any thing about the delivery on the lorry. To resolve things the shop offered to send out the shop model on their private courier. They offered a discount of £50 which I rejected as I thought it had too many scratches on it. They then knocked off another £30 discount, which I accepted and they said it would be delivered at around 7.30pm that evening. We then went off to do some shopping as we had originally planned.
The courier's turned up at our house at about 8.20pm. It was dark by then so the van was backed up onto our driveway so they could take the packaging and the doors off the fridge in the spotlight from the house. We made them a cuppa which they gratefulatful of. They took the fridge apart and took all the bits into the house before wheeling the main body on a sack truck into the house. Proof that the fridge would go through the gateway, is shown in the photo I took pictured below.
Once there they assembled it again and got on their way. The drivers also took our old fridge away, although we had to pay them £10, for doing it. They were on there way by 9.10pm. I then discovered that the fridge was missing the hose, to plumb it into the water mains, in order to get the water andispenserpencer working. So another trip up to Powerhouse was due again on the Sunday. So the hose was ordered and took just over a week to arrive and about 3 phone calls to make sure it was coming in. Any way I collected it from the store and then realized that there was possibly a connector missing which linked together the new hose and the hose attached to the back of the fridge. I then contacted the shop again the following day. I spoke with Ajay again who said he would get one ordered. Again a long wait followed for this to come in. I phoned on Thursday 13th October to find that the connector and another hose was at the shop awaiting my collection. I wasn't sure at that point though, when a convenient time would be for me, to go and collect it. The hose was collected and the fridge is now up and running as it should be.
The only thing that is waiting to be sorted out and I await to see the outcome is the dicount that we were offered for taking the shop soiled fridge has not been refunded. I have chased this on several occasions now and the answer has been each time that head office has to raise a cheque for the refund/ dicount of £80 and they will do it in dew coarse?!??!!?
posted by Guttercat @ 7:40 pm
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