Absolute bunch of C+@t's take your money and don't do there job, really don't bother, it has taken them 8 months to try and replace a broken tv which they still haven't done, avoid like the plague!!

This company is so incompetent it’s shocking. From the engineers to the admin staff. It has taken 8 weeks and 4 scheduled visits to fix my microwave. The first engineer was ok, said it needed a new part. However this took weeks and then one day a engineer randomly turned up (Luke) and said ‘I’m here to fix your washing machine’. I corrected him and let him in..but with doorstep robberies etc going on this was so unsafe. He said he ‘fixed’ the microwave and then literally ran out the door without showing me. When I went to check the microwave was not working. Went outside to call him back, he saw me and drove off. Customer services tried to call him but he didn’t answer. Engineer appointment rebooked for 2 weeks later, between 8-6, no show. Rebooked again. Again randomly an engineer turned up (on a different day to the scheduled appointment). Said he’s here to fix the ‘dishwasher’. Turned out the second engineer hadn’t bothered to plug the power supply back in behind the concealed unit (which I wouldn’t have been able to get to). Made a complaint to customer services, asking for a part refund as this service has been applauling, but the agent (Sarah Lynn) advised I’ve already ‘benefited’ from the policy so no refund is due. I don’t know how I ‘benefited’ - I had to go out and buy a £100 microwave to use due to the long time they took to fix the one that I took out the warranty for!

Wouldn’t use this company for a warranty ever again. So far it’s taken 3 weeks to try and get the repair done on a fan oven. Advised them it was obviously the fan. I take the day off work and eventually the engineer turns up and spends less than 10 seconds in my kitchen to tell me it’s the fan, I told you that!!!! On the phone, then to tell me the part isn’t on his van it needs to be ordered. Shocking customer service. I then hear nothing from them until I ring them few days later. They then tell me I need to wait another 10 days for the repair. So no oven all over Easter, not that they’re bothered as you can clearly tell they’re not interested the inconvenience it causes and time taken off work. I get a text message the evening before giving me a time slot. The next morning get a text message saying the appointment has been cancelled. I honestly have never experienced bad customer service and I have emailed Neil Martin the Managing Director but not holding my breath I will get a response from him. My next appointment they give me is in 11days time so all in all I will be waiting 5 weeks for the repair, that’s if they actual turn up, also with the part. I’m so shocked I’m actually laughing about how bad the whole experience is. I think they need to sort out there Repair company as they are so incompetent at repairing it’s shocking.

They are worse than useless,my cooker stopped working on December 13th 2022 So I rang them that day they sent someone on 19th December, he said he will have to order a part. Didn't hear anything I guess as it was Christmas and new year, anyway after me calling them God knows how many time, and them making 1 excuses after another. They finally said they would pay me back what I had paid for the cooker,as they couldn't find another cooker to match what I have. So basically they left me with no oven from 19th December 2022 until now March 2023. I have received my money back now. But I WOULD NOT RECOMMEND this company or any company they work with.

Totally useless, wished I'd bought appliance from Curry's instead. Simple issue on gas appliance has still not been resolved for over 2 months now. I've wasted leave waiting for engineers .. only for dates to be changed 16:00 the day before and once even on the day expected. Spent hours on the phone to them. Avoid at all costs

Raised a complaint and they still haven’t got in touch. Called in and told the complaints agent would get in touch, but surprise surprise no contact. Will have to raise and issue to get money back via my credit card. After 2 months, 6 visits of attending with no parts, management can’t seem to get in touch despite complaint being raised.

I have been waiting for over 2 1/2 months for my Montpellier oven to be repaired. An engineer did come out some 3 weeks after reporting the breakdown and advised the part needed would have to be ordered, but it should only take a couple of weeks to obtain the part and repair the oven. I have contacted them on so many occasions to find out what is going on, but no one on their customer services team has been of any help whatsoever. I have even been cut off mid conversation on their live chat option, before I could even finish the conversation, several times. Disgusting customer service, from a company that clearly doesn't care and has no morals whatsoever! I have made a formal complaint and have told them I am taking this case to the Ombudsman now, as my complaint has not been dealt with either! Needless to say, I will be cancelling my policy as soon as this matter has been resolved. *** NO OPTION FOR ZERO STARS! ***

A totally dreadful company which takes your money and never replaces your appliance. I had two engineers come out and say my dishwasher should be written off. They managed to get it working but as soon as the warranty period ended it broke within 3 weeks. I phoned not realizing I was out of warranty. The response was the engineer recommended a replacement due to the age and condition of the appliance. The dishwasher was less than 5 years old and the poor condition was because of a leak!!. They said they don't cover that. It is a joke. Even the engineer at the time said they never replace stuff. Of course that is not what they say when you take out the policy.

Absolutely awful service and experience, would not reccomend. Been without my washer dryer for over 5 weeks. Contacted them in November 2022 advising my washer dryer has broke, they booked an engineer to come out on 5th December 2022. Engineer came and advised he needs to order parts to fix it and they should arrive in 1 week, 2 weeks later no contact from anyone, rang up and was advised the parts still needed authorising by a manager. Rang a week later and days before Christmas, advised the parts were in transit with DHL. 11th January 2023 engineer rang to say he will be over the next morning with the parts to fix machine. 12th January 2023 engineer rang to advise he has opened the box for the parts and it has arrived broken, and advised another part arrived before Christmas covered in soap so was a used part and he had to return it. Been ringing up for 2 days straight to file a complaint and advise as part of my policy I am entitled to a replacement machine now, being passed round from piller to post, have been advised 48 hours ago someone from complaints will ring me, and someone from the team who orders replacement machines will ring me but I have heard nothing. They refuse to put me through to these departments as they keep saying they do not have a number

NOOOOO Stars What a waste of time. Wasted a days holiday last Thursday waiting for gas engineer to come and repair /inspect my gas hob. No one turned up. Staff have no idea what is going on, no reply to email. Phone on Friday told a manger will contact Monday 9th Jan, no one contacted. Just taking the premium and no service

Bought a brand new Zanussi cooker for Tenants in April 2021 and purchased an extended warranty when I purchased the cooker. The Warranty was with UK Warranty but sold by Appliances Direct with the cooker. It stopped completely working at the end of October 2022. In the very first call out, the fault was identified as a part behind the cooker and the part was ordered. It wasn't until the 23rd December 2022 when the part arrived and an appointment was made to have it fitted. There was no working cooker from the end of October 2022. The family of 6, 2 adults and 4 children have been living off microwave food and take aways since that time. Appliances Direct has UK Warranties as the insurance company who authorised a company called Pacifica who authorised a company called We repair. We repair went out to the property and said that the cooker could not be repaired and they would send a note to that affect to Pacifica and to Uk Warranties and then to Appliances Direct. 5th Jan 2023 The cooker has not been repaired No credit note to purchase new cooker everyone passing the buck and using different excuses as to why the cooker is not repaired and a credit note has not been issued

Long story short, go to D&G for your appliances. Avoid HomeServe, UK Warranty and especially Pacifica Group, the bad reviews you see about them are really true. Didn't realise until I fell victim myself. Update following response from Karen: I sent Karen an email with my details, and received an email to say a manager would be in touch. This was on the 16th of December. I waited and waited until on the 22nd December sent a follow up informing her that no callback has yet been received. I have not received any response from her to date. I called up on Monday and asked to speak to either Karen or a manager who can help deal with my complaint. I was put through to a so-called 'Complaints Department' which turned out to be an advisor who informed me that no such department exists! She logged my complaint and said Olivia would be in touch with 24 hours. No contact received. I called back Tuesday after the same engineer visited and I recorded my conversation with him in which he admits that my appliance is faulty and should have been replaced. He denied the contents of his initial report too and said that he told them the appliance is faulty and not okay. He was unhappy about being recorded and became very evasive. I called them again and wanted to inform them that the engineer lied on his initial visit, was told Olivia would ring within 24 hours. No contact received. I called again on Thursday and said i have been promised contact since the 16th and whats going on. The advisor sent an internal message and promised me that olivia would call within 4 hours. Guess what? Yes your right, that didnt happen either, no surprise. So after reporting my appliance faulty on 02/12, 2 engineer visits and countless calls from me to these cowboys, I am yet to receive any contact from them, and Im nowhere near a resolution.

Would give it no stars if possible. It has taken 8 weeks and lots of phone calls and still have not got the repair done. This is a push fit cooker switch which is available online for next day delivery. They insisted on sending out an engineer who said that it is a self fit part and would be with me in 2 working days. That was 2 weeks ago and on contacting the company they said that they didn't know which carrier it was with and they were only able to check by email with the appropriate department so could not give me any further information. When I asked to speak to the complaints department I was told that this is an administration day so they won't use the phone. Because of work commitments I cannot be available 24/7 for a call back, but they don't want to know. NEXT STOP OMBUDSMAN AND HOPEFULLY THEY CAN PROTECT MORE PEOPLE FROM THIS COMPANY.

Poor Customer Service. Communications seems to be awful throughout this company and the Pacifica Group. Company insist on a slow pace and provide minimal helpful options when dealing with damage repair. With every phone call consist of a different story blaming third party repairs to why they cannot complete the work or pay for the repairs. Sadly after my own experiences I would avoid at all cost.

A leaking dishwasher within 12 months of purchase. An engineer visits and suggests replacement or repair which I said sounds good. Follow up two weeks later, the file has been closed because "the customer refused repair". I said that's not true and they arranged a 2nd engineer visit. Engineer number 2 couldn't identify the source of the leak but had to go to another job so left dishwasher in the middle of the kitchen and said to get photos or video of water leaking and he'd come back. I call back within the hour as I have photo and video of water coming from the dishwasher and am told they'll get it sorted right away. TWO WEEKS LATER. I call up, a manager, Ross, has closed it with no further information given apparently. So I have to call another number, again, to open a new claim and get another engineer out. Only I got cut off after I said 'leaking dishwasher' and have now been on hold for half an hour trying to get through to a human. Hours of my life when I'm meant to be in work, 3 months after reporting the fault.

I have experience of UK Warranty due to having a year-long Repair and Care service plan with Domestic & General insurance, sold to me for £19 a month in Jan 2022 after a call to 0800-Repair, to maintain our range oven. D&G set up our oven's servicing via Pacifica Group who handled the engineer bookings through UK Warranty, AKA Pacifica Appliance Services 'D&G Repair and Care' department. Through this we have had several maintenance/repairs to gas, electrical and mechanical parts during the year. However, these were never straightforward. First of all, we were told they have just one engineer in our area who can do gas or mixed gas/electric ovens like ours, and only on Tuesdays. Often parts were not being ordered in time for the repair visit resulting in short notice cancellation (the day before or on the day), wrong parts being ordered on several occasisions, and most recently a failed visit in October marked on their system as us not being in. Engineer said his policy was not to take any calls back to his mobile so if you missed a voice call on the morning of the visit for whatever reason you couldn’t follow up, nor could he book follow-up visits himself, so each time anything went wrong, which was often, it was back to UK Warranty to rebook. As such, a simple repair took weeks or months to complete, and in one case the door seals ordered were never the right ones so the job to replace split ones was not completed. Our experience is almost a whole year of spending huge amounts of time on the phone to rebook or ask about repairs not having been completed, often being passed pillar-to-post. Unfortunately it gets worse as our most recent call today with UK Warranty about the failed visit informed us they no longer fulfil D&G originated repairs, and to take future repairs back to D&G! In a separate call later today, D&G have said they can change us away from Pacifica to another company get our repair done, which presumably means no more UK Warranty, but I am waiting for a call back about that too. There appears to be a wider issue with the business-to-business aspect of these repair/service plans being broken, as we were not informed by anyone about UK Warranty no longer fulfilling the plan we pay D&G for. The oven still has outstanding repairs to complete, including those door seals, and the year long plan only has 2 more months to run...

Cannot get through to the call centre to register a new repair. Total waste of money! I have a large family and currently no working tumble dryer which In the cold wet months is a huge inconvenience. I paid for extended warranty to give myself some peace of mind. The reality is it’s pointless. If I can’t through to anyone soon I will have to purchase a new dryer. DO NOT USE

Absolutely shocking. Cannot get through to the call center. They do not respond to emails. After 4 days did get through, engineer came, 2 weeks later and didn't fix the dishwasher. Robbing people absolutely the worst customer service ever

This company is awful avoid , their customer service is terrible they use another company to send the engineer out and in my case the engineer didn’t fix the issue and the washing machine flooded the kitchen I couldn’t get hold of anyone for days then someone came to fix it and had to order more parts I’m still waiting 3 weeks on and still no washing machine. I can’t even speak to anyone and people say they will call me back and then don’t. I don’t even know if they will pay for the damage they have caused.

This is the worst Kitchen appliance company I have ever used.Washer door repaired twice third time needed a new door, they couldn't get hold of one I waited seven months despite having a disabled mother to care for but they weren't interested. Gave me a long story that they had to wait for the part to come, in the end my husband had to wear them down before they finally gave us a new washer. Then they cancelled my other policies and I only found out by accident and they said I had cancelled it, total lies. So I’ve now gone with the best there is D & G my sister has been with them many years and they are absolutely brilliant, a bit more expensive but worth every penny. Definitely a case of pay cheap get cheap, pay more get better service. Wrote and complained but no one has bothered to offer an apology so the bad service is definitely coming from the top and filtering down to ground level. Glad I was paying monthly. Good riddance to bad rubbish.