Smartappliancesuk Reviews 642

Great price and customer service.
Rang me to precisely state when the tv would arrive, happy with the experience

AS we are a very small company, Smartappliances honoured a small discount which helps every bit. Very good purchase

As below the same issues I ordered it on the 29th of march and I didn’t receive my product today. All I paid £609 service is atrocious. I asked for an update on the delivery as supposedly it was shipped was told they would contact the courier and would get back in contact with me that’s never happened They then didn’t bother to message me back from the 3rd of April since then I’ve sent countless messages and nothing in return. The only two messages I had was one with a £30 discount at the point of sale two was to say they’re going to look into the courier. That’s it if I was you, I would ignore them like the plague. I mailed them explaining my consumer rights as they’re in breach of the consumer rights act of 2015 the sales of good act of 1974 and also the distance selling act they didn’t care I asked for a refund I didn’t message back. Remember you’re right if use the credit card you can get a charge back if you paid via your bank you entitled to a dispute as long as it’s within 120 days and you will get your money back. I wish I listened to the views on trust pilot because the replies you get back is we sell over 300 TVs were a small business regardless I might be one customer but I should still count. You say you’ll contact us back you should and you haven’t 97%. Your customers get their products that’s fine but but what about the 3% as they say for £30? It’s not worth the hassle plus you would be able to find it elsewhere. A small family business would treat their customers with respect because that’s where it matters most the customer many small businesses family businesses care about the customers yet you failed. I just feel that you’re supplying the TVs from another country another a warehouse you book book order it then ship it. You don’t actually have the TVs in stock even though you say you do otherwise I’d like to think I would have had my TV by now.

Edit *** The gesture of goodwill was an upgraded model, this was appreciated and received after a convo with the director (also appreciated given the family business had suffered a loss).

Edit ** I received contact from the company director who had experienced a bereavement and this was why no contact for a week. Though I did explain our non delivery or courier info being sent did preceed the sad event. TV was delivered yesterday and seems fine. All took longer than I wanted but my complaint is resolved and I have modified my review and rating to reflect my experience.

Order no SMART10018983

I always try and support small businesses, however my experience here is probably the worst with any online order. The lack of communication and just ignoring my emails (there’s no telephone number to call and online chat is never manned!). I’ve spent a bit of money and cannot believe I am writing this review. I am so disappointed that no-one from this company will give me the courtesy of a reply. Unless there is a suitable resolution I am afraid I cannot recommend this company at all.

17th March Ordered a £1,500 TV on 4-8 day delivery.

19th March email from SmartAppliances to say order shipped – courier will schedule delivery

28th March I emailed to check status as it was way beyond due date and no contact from courier.

28th March email from SmartAppliances to say they will check with courier

1st April I emailed again as no response back from 28th March !

1st April SmartAppliances replied to say TV was damaged at courier depot they would upgrade (now surely the courier would advise that this delivery was not going to happen!) They said I would receive tracking Thursday and TV would be with us the next week.

1st April I replied saying thank you for checking at we would accept the upgrade and I look forward to receiving tracking on Thursday.

4th April I emailed asking for tracking as no communication from SmartAppliances since 1st April and no tracking as I was advised

4th April SmartAppliances replied saying the TV would be with us Tuesday or Wednesday and the courier would be in touch Sunday/Monday to arrange delivery. This was the last response that wasn't an automated reply.

7th April I emailed again as no contact from courier on Sunday/Monday – shipping date just keeps shifting with no contact from SmartAppliances

7th April SmartAppliances STANDARD REPLY TO BE PATIENT no further reply

8th April I emailed to say still not heard anything and I was getting concerned

8th April SmartAppliances STANDARD REPLY TO BE PATIENT no further reply

9th April I emailed to say still not heard anything and I was getting concerned and please respond

9th April SmartAppliances STANDARD REPLY TO BE PATIENT no further reply

10th April I emailed to request a response to my emails

10th April SmartAppliances STANDARD REPLY TO BE PATIENT no further reply

And it's now 11 April - 7 days of no reply from them.

So essentially SmartAppliances have my money from 17th March, we have no TV and they are now ignoring all my communications and just not bothering to reply at all. SmartAppliances – given that you are now not responding and essentially ignoring all my communications this week do I have to go down the route of putting in a formal complaint via trading standards or consumer rights ?
(reading other reviews, it would appear my story is not dissimilar to many others, so it's either they are using the worst courier service who appear to damage stock/unable to deliver stock, or stock is being sold that is not actually available.) The poor service puts shoppers off supporting small business.

Ordered a TV as they said it was in stock and available in 4-8 days, TV not with me after over 3 weeks, was promised via chat then an email it would be here on Tuesday at latest, no TV, and now not replying to chat or emails and no contact number to call. Still waiting for any sort of communication
I have now had contact from the company directors who had experienced a bereavement.
My TV has arrived and is the model I wanted.
All took longer than I wanted but my complaint is resolved and I have modified my review and rating

Fantastic service the part I needed was delivered in couple of days and was an original part for my television which is 7 years old It was also £40 cheaper than everyone else on google. Would recommend company

A great price and an easy experience through buying to organising delivery. Not the usual delivery person who drops and runs. These guys brought in the device, unwrapped it and switched it on to make sure the product was in perfect operating condition

Smartappliancesuk were superb, great value , great service too, allied with a friendly and helpful delivery team. Will definitely use again.

We had to wait a week for the TV but we were aware of this and waiting a week wasn't a problem. we were made aware of the delivery date and time. on the day we were contacted with a accurate delivery time. the TV was unpacked and turned on for us. A great service that also saved us money. Thank you.

The online chat made it easy to order the correct part as I gave my serial number and they checked it for me.
Arrived quickly and will feel confident to order from them again.

Cheap price, took a while to deliver but well worth the wait. Delivery drivers unpacked and made sure everything was ok. Thanks!

Fantastic service. Communication was great from ordering to delivery. Would recommend

I ordered a TV from Smart Appliances UK on 15th Feb. Unfortunately I did not receive any further contact after this point (and within the stipulated 4-8 working days expected delivery window) from the courier or company.
When I enquired when I could expect delivery Smart Appliances apologised and said they would check with the courier. My experience and correspondence mirrors many of the other negative reviews posted by others.
I still haven't received the TV or any delivery date confirmation so have requested a refund. I haven't received acknowledgement of my request for a refund from Smart Appliances; consequently I will be escalating through my credit card company.
In conclusion, I should have read the other reviews and avoided this company.
Please don't make the same mistake I did and be lured by what appears to be a 'deal'.

I ordered a tv for £899 the 4th of February, the site stating they had 1 in stock, giving a delivery period of 4-8 working days. A week later, i had heard nothing from them so i asked for an update. They reiterated that the 8 working days hadn't yet passed. Another week passed with no updates, and the 8 day period had now expired.

I emailed requesting an update February 17th, they emailed back feb 18th to say "Sorry for any delay, I have just asked the courier for an urgent update, I will have this resolved today
Thank you
James"

At the time of writing it is March 5th and i have neither a tv nor the refund that i asked for the week ending the 23rd, asked again on the 27th, again on the 28th, again on march 4th and again today on march 5th. In this month long period i have been sent a total of 5 emails, not one of which was sent proactively to update me on the situation, but rather in response to the 9 emails i have sent him.

Should you need to get hold of the company, they do not have a phone number and the live chat on their site isn't available the majority of the time, meaning your only avenue of contact is by email. As with other reviewers here, i was offered an "upgrade" for the trouble, implying it would be free, however i was then not responded to for 6 days.

To summarise, their response has been reactionary (rather than proactive), noncommittal and vague. I have never felt the need to write a trustpilot review before, even moreso given this is ostensibly a "family business", however i expect a level of service comparable to corporate retailers. Last friday i ordered my tv from hughes instead and it was delivered to me the very next (non-working!) day. I have no affiliation with either hughes nor smartappliancesuk and am happy to provide emails/order confirmations should trustpilot want to verify my review.

In closing, please give me my money back.

UPDATE:

It is now March 10th and i still do not have the money back in my account. Smartappliancesuk' response to me was copy/pasted and not appropriate to my review. Even if i am to believe that it is true that 97% of tvs are with customers within a week, that does absolutely nothing for me when it's now been a month and a week and i still don't have my money back. I do not care if you sell 300 or 300,000 tvs a month, my review is about my experience of what it's like to do business and nothing i have said is untrue. If i was more than welcome to a refund at any point, why do i still not have it? I asked for it many times, and even gave the dates i asked for it in the initial review. Also, if you're going to use a copy/paste lie "We can confirm you have had a full refunded when requested" at least spell refund correctly. The past tense they have used there is incorrect, as i can confirm that i have NOT had a full refund(ed!) when requested several times going back to february. In their generic copy/paste response they have stated "we replied to your emails and kept you updated". This is simply not true, i was not kept in the loop with any actual solid dates, tracking information or timelines at any point in the entire process. The only timeline i have been given so far is from Simon on march 5th saying that the "funds should be with you tomorrow/friday latest" meaning march 6th or 7th. I will update the review when the money is back into my account but as of 10/03/2024 10:35 no such money is in my account.

March 5th, when i posted the review, i got an email from smartappliancesuk stating the following; "Hi Alex,
I am sorry to see your review today?
I thought we had this sorted out for you?
I replied today also before the review?
I hope you can reconsider,
Thank You, James"
Reader, as yet it has not been "sorted out" i am merely down £899 and have been since february 4th. Why they would want me to reconsider posting a review when i still do not have my money back i have no idea. Further, this morning, March 10th i received an email from trustpilot saying smartappliancesuk want details within 3 days in order to recognise my review as genuine. They know my order and review is genuine and perhaps were hoping i wouldn't provide the order number, full name and contact information, such that they can request for the review to be taken down,but i have provided that information, and as such this review will remain up.

Update: March 12th i received my money back after i contacted my bank to issue a dispute and chargeback. At no point in this entire process were the company any help, and my bank told me smarthomeappliances had lied about issuing a refund on march 5th as nothing was pending until i contacted my bank. Do not do business of any kind with this company.

Great customer support. Item was not delivered due to an issue with the delivery company. Customer support was contacted and they posted another one out which arrived as expected. Support from the team to ensure we got the right cable in the beginning which was great.

Estimated delivery time not met. Suspect excuse about courier damaging the product. Offered a different model or refund. Asked for refund which was not obtained until I went to my credit card supplier and asked for chargeback. Agree with most of the other one-star reviews that this company should be avoided. Wish I had paid more attention to the negative reviews before buying.

Great service. Despite a missing original remote which they sorted quickly.
Would definitely use again.

Great customer care and advice! Provided a best offer for the TV (LG OLED) too and it was delivered promptly! Would definitely recommend this company

The price was good and the delivery guys were excellent but.....

They don't seem to have the delivery capacity to deliver on time and this wouldn't be so bad if they told you, but they don't. I hadn't heard anything for 2 weeks so I contacted them, and still no useful communication. Eventually I heard from their sales manager and still nothing very useful except they had a backlog to deliver but no date when it would be delivered. I wrote a review on here and the sales manager said it would help them if I removed the poor review and they could offer me a discount. I removed the poor review but this was the last I heard of the discount. They eventually offered me a delivery date but it was the next day or day after and I wouldn't have been in, there was no choice of when I wanted it delivered. Then eventually they offered me a suitable delivery date which was about a month after ordering. Still no discount!

Highly recommended 👌