Domestic & General Group

Still waiting for a replacement washing machine that we reported broken on 1st November. Engineer visited 3rd November and ordered new drum. New drum arrived 10 days later but was damaged. D & G said they would replace the machine instead. Ordered machine for delivery. Received email that machine had been ordered, was in stock and would be delivered. Delivery was then rescheduled. Then received email to say the machine was out of stock!! Told to order another machine. Order placed. Supposed to be delivered tomorrow but have had no text from engineer yet. Had to make numerous calls to try and get this sorted and have had to pay for them. Have been 41st in a queue to get through to the recommended number only to be redirected and be 23rd in a queue. Rang the 'I am not happy line', only to be told if you're not happy about a replacement you have to call a different number. It's been an absolute nightmare. 6 weeks without a machine and the machine we previously ordered to then find was out of stock, is still online for you to order as a replacement.The engineers who do the repairs are excellent, but not the new for old part of the policy.Just to add that I tried live chat on a number of occasions but the suggested replies didn't match with the issues I was having and I kept going round in circles. On the couple of occasions I got a person rather than a robot replying, they disappeared part way through the chat.I tried a message in chat but that didn't work either.

I've had an ongoing long saga. Hotpoint washer dryer engineer came out he left door on very wonky, did bad job of fixing machine, didn't even turn water back on or plug machine back in.I asked he did not return when I spoke to Hotpoint directly, they sent him again, he was sullen, rude, made a botch job of the door.They sent another guy out to fix machine and door, he got it looking straight but when he left I noticed he had chipped the kitchen door.After many phone calls I spoke to a very helpful man at D&G he agreed to replace washer/dryer, pay for installation, take old machine away, handy person to align the kitchen unit door and someone to fix the chip.The guys who delivered and installed the new Hotpoint washer dryer said they said the washer dryer is stable and will not move. However it keeps moving and the door gets unaligned leaving my kitchen doors out of sync and when you pay for a kitchen fitter you are essentially paying for your units to look neat and straight.I first gave D&G one star but I now realise the issue is with the Hotpoint staff. They take your machine out and then don't put it back as they have found it.Also when they replace a machine like for like on a perfectly flat floor and say it won't move around, they are not telling the truth. I bought feet stabilisers and ask if they needed to use those and they said not, I think because they were in a rush and couldn't be bothered.I recommend anyone with an integrated washer/dryer to take pictures of the door before they arrive, and say to the engineer I expect the door to look perfectly aligned when you leave and check before they leave your property. Also check if they have chipped the door like they did to mine.I have used my D&G insurance for the Bosch engineer to fix my cooker hob and seal on fridge and they seem more capable than Hotpoint.My saga continues with machine moving and door then not aligning, last time I managed to move it back myself but only after trying to do it by moving the top of machine and cutting my finger, also it is very heavy!!!

I would give this 0 stars if I could.Domestic and general are the worst group in the market at the moment. Their customer service is appalling, and when things go wrong, they are the first ones to cause your problems.We had a dryer issue and the engineer came out and fixed it". We ended up with more issues than before and we had 7 call outs. Everytime an engineer came

Very very poor customer service. All they do is sub out your job to another more local company, and then it's just pot luck what that company is like.Twice we've had poor companies, latest time we can't get a date for when our part is even going to be arriving (after two weeks) and when chased, all I get is a text sayingwe haven't called yet as we still haven't had a reply from spares. All I can advise you do is ring Hoover as we cannot do this for you to chase?Great service! So thought would take this up with D&G as our contract is actually with them

If we could give 0 stars we would. Our experience with Domestic & General has been very disappointing. On 2 occasions now our appliance repairs have not been resolved. Communication has been difficult to say the least. We've had over 2 months waiting on both appliances. A care plan was cancelled without our knowledge and so it goes on... We will not use this services in the future and would not recommend.

Have had extended warranty for years with D and G. However you have to now sort out your appointments online only. I am 70 years old ..I am not too good online. I had problems in the end I left the site not knowing if it was booked or not. 2 days later they emailed me a date for a wait all day appointment after waiting 10 days for the date. If I have to go through this every time I think renewal is unlikely when it comes up, I will look for someone easier to contact. So disappointed.

5 weeks without a dryer, 4 different call out, each so called engineer would come round and order different part and slag off the last engineer for not doing their job properly. When calling up to complain, we were told will replace the machine. After a week adding insult to the injury. They said they are not going to replace it claiming it was repaired previously. They either did not have records of previous calls or did not bother reading the notes otherwise they would have realised that it was out of use since 07-10 not 31/10. This is daylight fraud. Company should be investigated by the watch dog and Ombudsman.

I highly advise you do not use this insurance company! I have experienced very poor customer service representatives with a shocking lack of knowledge on their product and procedures which has led to nothing but distress, frustrations and no resolutions. I purchased an iPhone at Argos and took out the recommended insurance plan with domestic and general which covered theft and damage. My iPhone was stolen and I made a claim, obtained all the relevant information I.e. crime reference number, IMEI number, proof of purchase etc. it has been three weeks and I still have not received a replacement or any contact from the company.I original was told I would get sent a theft form, by post, that I would need to fill in. I queried why post and not email and they said “it has to be post”. After a week of not receiving the forms I called again and this time they emailed the forms to me! I told them why they couldn’t do this before and told the representative that the last person I spoke to said it had to be by post. He had no idea why that information was given to me, which just makes me feel like it was an attempt to prolong the claim. I emailed the forms twice, and received automatic response emails informing me they received them and I will receive communications within 48 hours. After the time period I called them myself and they inform me they have not received the emails! It’s the same every time;I call,they tell me they haven’t received the email,I tell them I have,They put me on hold,They return and tell me to send the email again,I get frustrated,they escalate my case,I hear nothing back and call again!It is a horribly, frustrating, vivacious cycle and it’s just very clear the representatives are not well trained as it’s always pot luck when I call if I get someone who actually wants to help or someone who just doesn’t know what to do and just tries to get rid of me. I get given different numbers to call, they’ve directed my call to Argos, which is completely pointless. It just seems no one in this company actually knows how to process a claim. I have been promised on numerous occasions I will receive a phone call back to assist me and it hasn’t happened. I have been calling every other day for the past week and a half now and I just keep getting told they haven’t received my emails even though I have an automated response saying they have. As of now my case is currently escalated for the 3rd time and I have to wait for 48hours for a phone call. I honestly feel like I could cry it’s so frustrating. I know there are worst things in the world but being without a phone has been so stressful as it is quite essential to everyday living nowadays and I have not been able to do my work properly without one. I did all the right things, paid for the insurance, followed the correct procedures and this company is just not providing the service I paid for.I highly recommend you insure your product with a more reputable company. Domestic & General are more than happy to take your money but when it actually comes to helping you, the process is painfully slow, miscommunication is a guarantee, the service is extremely poor and you just feel like you’re on your own.

Customer service is sadly lacking.An engineer appointment for a dishwasher repair has been ongoing for weeks. Numerous contradictory texts from D&G … engineer booked then cancelled time & again , then referred to other subcontractors who do not deal with D&G .. . hours of my time wasted contacting D&G daily since their no show on 6/12/23 & their refusal to allow contact with anyone in authority is frustrating to say the least .Restrictive surgery on my hand, has also proven difficult, but D&G take no interest nor make priority …