Domex Appliance Services Reviews

Name: Domex Appliance Services
Address: Unit C, Surrey Business ParkWeston RoadGreater London, Epsom
Rating: 4.80

4.8 Rating 1,412 Reviews

95 %

of reviewers recommend Domex Appliance Services

Company Reviews

Metrics

Info

4.8

Based on 1,412 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

About Domex Appliance Services:

At Domex, we believe appliance repair service should be straightforward, pleasant and affordable experience. If we have achieved that, great! However, if that's not the case, do let us know, this is what we are here for!

Visit Website

Phone:

03302102100

Email:

info@domex-uk.co.uk

Location:

Unit C, Surrey Business ParkWeston RoadGreater London
Epsom
KT17 1JG

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Domex Appliance Services 5 star review on 26th August 2017

DANIEL

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“After waiting a week for a repair I phoned to the company for them to organise an appointment for the repair on Tuesday between 10-14.00. We waited in all this time and then phoned at 14.00. We were told that the part was not given to the engineer and that we would have to reschedule. At no time did anyone from the company ring me to explain. Today again I waited in between 10-14.00 to be told after I rang again, that the repair could not be carried out as the item was damaged. Again no one phoned to explain.”

Helpful Report

Posted 6 years ago

“Domex came out and diagnosed that my range cooker needed a new induction generator. I paid for the parts and labour up front and they visited to do the repair. I was present during the repair and after around 1.5 hrs I asked them how it was going. I was told fine and that they would be finished in 10 minutes. I popped back after 10mins and found that they had already left, my mobile then rang, they were calling me from their van and told me cooker not fixed and more parts are needed. I rang Domex and they asked me pay for 2 more parts costing hundreds of pounds on top of what I have already paid. I have asked for some clarity over what they had done and for a service report but no one can answer any of my questions and say that there is no service report available. I have spoken to Domex twice now and each time they have promised to get back to me and failed to do so. I am currently left waiting for basic information with no apology or explanation - and still with a cooker that needs fixing....”

Helpful Report

Posted 6 years ago

“Their service is very poor. I was falsely offered a service to purchase an insurance for my fridge freezer. I was told if they cant repair it, they would replace it. The engineer came to site to try and repair the fridge and broke it entirely. I was then told that I would need to go and buy a new one myself. at the time of buying the insurance I want told that the insurance wasnt with them direct, but with another company. their staff are very unhelpful. I would never recommend them to my worst nightmare, they are thieves. Stay away.”

Helpful Report

Posted 6 years ago

Dear Julie-Anne, Thankfully we could recognize your review after you rang to complain, which we are grateful for. We have listened to the call and all agreed that it was not as you describe it above. We are very transparent and as part of the service plan that you took, the inspection visit had cost you NOTHING! You did, however, mentioned in the initial call that Knowhow had been out and we all could see the damage their engineer had done to cause the failure of your fridge subsequently. It is disappointing you still blame us for "breaking your fridge". We have stood up to what we promised you when taking the plan i.e. if we couldn't fix the first fault, we cancel the plan and you pay nothing! We have reported to the plan provider, who empathize to your situation and decided to support you further. One thing is certain, we've been transparent throughout and did nothing wrong and we are truly sorry to see that you feel this way and more importantly share misleading information. Lastly, it's difficult to see how one is branded thief when one has NOT taken or stolen anything! Regards, Domex

Posted 6 years ago

“engineer came to repair leiberr fridge freezer as malfunction light was coming on. he found a fault made a repair and fridge was working. 5 hours later malfunction light came on AGAIN, NOT HAPPY AT ALL!!!!!”

Helpful Report

Posted 6 years ago

“Call them to tell them that my smeg hob wasn't working and another engineer told me exactly the issue. Call them and explained but they insisted that they had to inspect themselves and assured me that they carry the majority of spared parts. At the visit the guy who came to check my hob, came to tell me that it wasn't working and I had to changed the part. This cost me £45. I already knew this and now they have called me to quote me that to come back and 1 top of the hob will cost me £150. This company is a ripped off, dont use it. Very unhappy.”

Helpful Report

Posted 7 years ago

“Domex... this is rubbish company i waiting now 5 weeks to repair my washing machine 3 weeks waiting for parts next week they said parts arrived damage so i need wait 5 working days and today again said next new part arrived damage.... and again wait next 1 maybe 2 weeks... i don't have washing machine... really do not recommend!!!”

Helpful Report

Posted 7 years ago

Dear Robert, As your washing machine is under manufacturer's warranty (Hoover) we rely on their spares supply chain and distribution. Therefore any delay in obtaining spares parts is COMPLETELY out of our control. I understand the difficulty during this time and we do what's in our powers to minimize the impact. We received the job instructions on the 5th of Oct and schedule a visit on the 7th. We have placed parts on order immediately after repair visit i.e. on the 7/10/2016, kept you up-to-date with the progress and acted swiftly (we advised you as soon as part was received and inspected the damage). We are also frustrated and we are constantly chasing the manufacturer for all repairs needing parts including you and will ensure we schedule a return visit on the very next day once parts are in (this is in our control). While this response doesn't give you a fixed product, hopefully, you understand that we are restricted to what we can do and where the actual delay is. Would you like us to voice your complaint with Hoover to see if they are likely to offer alternative solution? If so, email us to info@domex-uk.co.uk. Kind Regards, Customer Relations Team

Posted 7 years ago

“Arranged by Hotpoint to fix faulty tumble dryer. I offered the engineer floor protection, he refused, chipped the floor tiles, refused responsibility and was rude to me as he left. I registered my complaint through Hotpoint and an employee of Domex contacted me, I sent him pictures of the floor and he reviewed my complaint. He then judged the damage to my tiles to be due to imperfections and erosion of the 'natural stone' which was surprising as my tiles are man-made. The company are accepting no responsibility and I'm still waiting for an apology.”

Helpful Report

Posted 7 years ago

“21.7.2016 Chris Failure to arrive for appointment letting me only 3/4 hour before. It was to repair a fridge freezer so it really needed fixing due to the hot weather, I was told I had to wait for a further appointment. I don't under stand the charges! They say there is no call out and then charge £40 to arrive a nod then £40 for a diagnositic decision, so what is the first £40 if it is not a call out?”

Helpful Report

Posted 7 years ago

“I wrote a review earlier today in regards to this company and their shoddy engineers who are unable to speak english properly in that they are mostly from Poland and that the reason why there call centre is unable to clearly understand anyone is that you are speaking to someone in Bulgaria. This review is no showing for some reason therefore logically all these other great reviews must be fake. I will be speaking to trading standards about this situation. Also as to there previous visit it was an maytag american fridge freezer. This company was sent out by Domestic and General and i was told by the Domex engineer that the fault was the compressor that is why all our electric was tripping. To cut a long story short it was no such thing. These del boys have no clue another company came out and fix it in 30 minutes. I have spoken to various companies who have said it is common knowledge that their engineers have no clue and are not fully qualified. I have taken a snap shot of this review and will be passing it on to trading standards also to make sure it is still here”

Helpful Report

Posted 7 years ago

Dear Customer, I’m sorry to hear that you have not had a satisfactory experience in repairing your American style fridge freezer. I have not been able to verify you as a customer...in this or your previous review. I would like to investigate your repair and address your concerns. In order to do so, I will require some details like a job number or your postcode. Unfortunately there was no detail given.. As a company, we take all feedback, both good and bad as an opportunity to learn from our customers experience. Your details will help us do this and would appreciate your assistance. Kind Regards, Graham Graham Ross Customer Service Manager

Posted 7 years ago

“Domex came out to fix out American Fridge freezer. The engineer decided to try welding the broken freezer door firstly. This needless to say didn't work he admitted then he should have ordered new parts. When he came back for the second time to fix the door the parts were wrong but this only became apparent after he had removed both doors. He then put the doors back on the fridge freezer with the freezer door a 1/2 inch higher than the Fridge which needless to say looks hideous and leaks cold air from fridge and freezer. To add insult to injury the engineer has left a 10 inch plus scratch down the door of the freezer. this happened last Thursday and we are still waiting for the Manager Graham to review case. The company is the worse I have dealt with I would not recommend them to anyone.”

Helpful Report

Posted 8 years ago

“Personally having use this company i do not believe all these so called good reviews posted here probably posted by friends and family. I am posting this review and will be monitoring to see if it is taken down as i suspect it will. This company came out to repair my american fridge freezer they are useless and do not have a clue how to repair these refrigerators. They told me so much bull basically to throw the refrigerator away because of the costs of repair. I would and could easily have done this and would have been hundreds out of pocket. Manage to get problem fix for less than a hundred quid. Buyer beware check and ask question first do not be fooled by their fancy ADS as the old saying goes all fur coat and no knickers. If you have an american refrigerator do not let them anywhere it. Contacted the manufacturer who told me they are no longer using their services because of the numerous complaints so they are no longer approved so why are they still saying they are approved a bit dodgy.”

Helpful Report

Posted 8 years ago

Dear Nat, I am sorry to hear that you are disappointed with our service and I expected to see your escalation/complaint logged on our system. However, I found nothing under this email address. Since there is very little information about you, your repair or even the date of visit(s), If you kindly provide more info (as per my email), we'll check our records and see how we can assist. All our reviews, regardless of star rating are live and it is simply because we look after our customers that the positive ones dominate! As for yours, it's already live! Regards Domex

Posted 8 years ago

“Terrible, terrible, terrible, terrible. Came out to fix my machine under warranty, told me it was infested with mice (although I have proof that I did not have an infestation. What there may have been was remnants from an old infestation but it wasn't current). Never bothered to call me and tell me the job had been cancelled, just left me hanging on thinking that my repair was going ahead. Had to phone them up to be told the ridiculous news. Tried to say that the fault with my machine was caused by mice that I didn't have. Caused massive problems with my warranty company, which I am still dealing with now four months later trying to get a resolution. I would not bother with Domex, there are other repair companies out there that will do the job and give so much better customer service. Only use if being repaired under warranty.”

Helpful Report

Posted 8 years ago

Dear Mr Hall, Thank you for sharing your frustration with us. Firstly, our customer service manager advised you on 13/07/2015 17:11 that we wouldn't be able to assist with the repair which not only presents a health risk to our staff but also unpleasant work condition too. Secondly, shortly after (13/07/2015 17:27) we spoke to you we notified your warranty provider accordingly. Further more on the next day, we additionally responded to Domestic & General escalation team, who promised to ring you / contact you with an alternative resolution e.g. a third party repair, replacement etc. We understand you may feel frustrated but as you can see we have done all in our power as quickly as we could. Also, while we'd like to always go the extra mile we can't ask our staff to work in such conditions i.e. in present of mice droppings , however the fact the mice may not be present. Finally, Domestic & General are going to offer you a resolution so if you haven't so far contact them direct to discuss. Kind Regards Domex

Posted 8 years ago

“Extremely disappointed with this service and the unhelpful, disorganised staff. I made an appointment for someone to take a look at my cooker today. I already had to wait three days for the appointment, but I decided to wait because Domex has good reviews and the guy I spoke to seemed friendly and competent. The day before my appointment, they called and changed the time. This was inconvenient, but I didn't have much of a choice at that point, so I rearranged my plans. The engineer then arrived an hour early, before I was actually home. He then said he couldn't park anywhere without a parking permit. I don't have a car or a parking permit, so I called up Hackney Council to ask about visitor vouchers - it turned out I would have to go and pick them up in person, which is a 40-minute journey each way and not something I have time to do today. They should have asked me about the parking situation 3 days ago when I first called to make the appointment. When I called again to sort this out, Domex refused to: a) Park in a pay and display area b) Try to come back outside restricted parking hours I am now left having taken half a day off work - in the middle of the day - with nothing to show for it, trying to frantically call other companies who can come and get it done at the last minute so I don't have to go the whole weekend with no cooker. I'm furious.”

Helpful Report

Posted 9 years ago

Dear Pia, Thank you for voicing you frustration, and firstly I'd like to apologize for the inconvenience cause. I believe our Customer Services resolved your complaint very swiftly i.e. within an hour of your complaint and we are seeing your on a Saturday at no extra cost. We NEVER refuse to park in Pay & Display bays, in fact that's 90% of the cases and the percentage of visit where there is no parking available within a reasonable distance is very very low. We are about to include a script to advise customers at the point of booking that if no pay & display is available in reasonable proximity say 200 yards, we may have to re-arrange the visit. It is London and everyone who drives knows how much of an issue the parking is and trust you find our resolution adequate and satisfactory. Finally, I hope the repair goes well and you have a healthily working appliance. regards, Domex

Posted 9 years ago

Dear Pia, I can see that the repair to your hob has been completed and I trully hope despite the initial call out trouble with the parking, you are pleased with the outcome and the service overall. This repair (specific component that we replaced) is now guaranteed for 12 months for you for both the part and the labour, so we are here should need be it. Finally thank for choosing Domex! Regards, Domex

Posted 9 years ago

Domex Appliance Services is rated 4.8 based on 1,412 reviews