Domex Appliance Services Reviews

Name: Domex Appliance Services
Address: Unit C, Surrey Business ParkWeston RoadGreater London, Epsom
Rating: 4.81

4.8 Rating 1,521 Reviews

95 %

of reviewers recommend Domex Appliance Services

Company Reviews

Metrics

Info

4.8

Based on 1,521 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 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

“LG engaged this company to fix our fridge freezer. We had a shocking customer service with their head office. Ordered the wrong part TWICE. I had to wait two weeks for the new part to arrive and for an available engineer slot. The head office did not read the notes and ordered the wrong part again. When I called to arrange another appointment (and complain) the customer service was just atrocious. A very defensive, abrasive and unhelpful approach with no hint of apology for the inconvenience. We are on our fourth engineer visit and still no resolution. I do not recommend. No fault with the lovely engineers, they cannot help the incompetent office ordering the wrong parts again!”

Helpful Report

Posted 11 months ago

Good morning, Thank you for your review. I am sorry to hear that you are not happy with our service. Please could you email resolutions@domex-uk.co.uk with your full name, address and job number (if possible) so that we can investigate what has gone wrong and come back to you. Thank you. Domex Customer Care Team

Posted 11 months ago

“I have been waiting for my appointment for about 2 weeks only for the engineer to not even attempt to enter the building. The concierge was fully aware of their arrival and they said nobody from Domex arrived. I have asked for photos as proof that the engineer attended. I do not even recognise the buildings in the photo and they have already assigned the engineer somewhere else and had to reschedule me for an even later date. Domex came back in 2 days after rescheduling but they refused to do the job, because they cannot find parking nearby. There are many service companies that come and go in the 40-floor building and they are the only ones who refused to do the job because they cannot find parking.”

Helpful Report

Posted 1 year ago

Dear Bobby, We are sorry that we were not able to attend to the repair yesterday. The engineer who attended said there was no parking available. The photo that he has taken is not of the building that you are in but we have checked on Google street view and it is the street that leads onto your building. He was able to park in order to go to your building and this is why he took that photograph. It is clear that in your area parking is a particular issue so we would need help from you in this case, to provide a permit. We understand that you are speaking to LG about getting an alternative repair agent to attend. Given what we know it is likely that they will have the same problem. However,, I hope they find a way to help you with your repair. Kind regard Domex Customer Care Team

Posted 1 year ago

“honestly... nightmare from the get go - 3 weeks we are waiting for our washing machine to be fixed. After coming to look at the washing machine to ensure they ordered the correct part to fix it - they have proceeded to order the incorrect part twice... so congratulations on all the smarty pants people working there. we haven't been able to do laundry for 3 weeks, and paying to go to the laundromat, which is now an added expense!”

Helpful Report

Posted 1 year ago

Dear Caitlin, Thank you for your review. I am sorry to hear that you are not happy with our service. Please could you email resolutions@domex-uk.co.uk with your full name, address and job number (if possible) so that we can investigate what has gone wrong and come back to you. Thank you. Domex Customer Care Team

Posted 1 year ago

“Dishwasher flooded the kitchen. Domex booked 6 appointments over the next few weeks including 4 days when the visit was cancelled on the day because 'the new replacement parts are broken'. Eventually, six weeks later, they tell me they are unable to mend it. The worst service experience I've ever received and would give zero stars if that was an option.”

Helpful Report

Posted 1 year ago

Thank you for getting in touch with us so we can identify your repair. We are sorry that your repair took as long as it did to get to the conclusion. We attended firstly and parts were needed. When we returned to fit the parts one of the parts was damaged which had to be re-ordered. As inconvenient as it is it does happen. When we re-attended to fit the parts again. Once we ran a test, we realised that the appliance cabinet was faulty. This meant that the appliance was beyond repair. We can understand why you are unhappy. Ideally, this could have been better if we were able to establish this on the first visit when especially it was going to run over the Christmas period. However, it's not always possible to establish the outcome until parts like the PCB are in situ. Once again I am sorry that you had this experience. Unfortunately, due to circumstances around your repair, this was beyond our control. Kind regards Domex Customer Care Team

Posted 1 year ago

“A Domex technician came to fix my fridge. Adjusted the legs and changed the seal. The fridge does not close properly now.Domex are saying it is fine. The technician damaged 3 tiles and blamed the way the tiles have been installed. The kitchen tiles were laid by a professional recently. The technician also damaged my integrated dish washer door. He was careless with his tools and dropped his tools many times. He also took over the kitchen and put his dirty tools next to food item. The technician was in a hurry he was lifting the fridge and said I do not need to empty. The fridge was lifted and dropped many times to the floor. They have admitted some of the damage but are taking no responsibility. Another excuse they have used is that the fright is in a tight corner and rocks when opened. It rocks because 2 tiles have been cracked. When the supervisor attended after I complained h said the same thing. The supervisor moved the fridge and adjusted the legs and he did not cause any damaged. I also explained that opposite the fridge is a washing machine again in a tight space and rocks a lot but no tiles have cracked. I will now need to take Domex to court as no offer or solution has been offered. The technician also told me not to raise a complaint and that he will try and fix the damaged. He even gave his personal phone number. This was not investigated when I complained. He also said he is honest and a a Christian implying that I am dishonest as I am not white or Christian. I will be documenting this on social media. Disappointed with the service”

Helpful Report

Posted 2 years ago

Dear Mr Ahmed, We have responded to you in writing explaining that we do not accept liability for the Damage caused. You can of course take this further if you wish. Kind regards Domex Customer Care Team

Posted 2 years ago

“Terrible experience and very dissatisfied with Domex. I have been waiting for my washing machine to be fixed 3 weeks now. The driver sat on his van for 30 min to one hour claiming there isn’t any parking space rather than look for one. It’s a Saturday afternoon and couldn’t be bother …. He said it isn’t his problem about the parking space and left with out fixing my washing machine. Thanks very much for wasting my time, making my life harder and now I have to wait another 2 weeks for Domex to give me an appointment So disappointed”

Helpful Report

Posted 2 years ago

Dear Lorena, We are sorry to hear that you are not happy with our services. I have looked into your repair history and can see we had an appointment for Saturday. Our engineer spoke to our team as he could not find a parking space. He advised that all of the pay and displays were taken at the time. Our engineer will always look for available pay and display bays and we would pay for them. In cases where pay and display are not available then a permit does need to be provided. Our team also asked if you had a permit and was advised it was not your responsibility to provide one. In these cases if there is no parking and we don't have a permit then we are not able to undertake a repair. Our engineer spent 30 minutes trying to find a space but to no avail and had to move on. We can book you a new service call but if there is no permit provided then we maybe in the same predicament that the engineer is unable to do a repair. We hope that a parking permit can be arranged so we can ensure that a repair can go ahead. We will be in touch with you to arrange a new visit. Thank you. Domex Customer Care Team

Posted 2 years ago

“My beko washing machine is not working from the past 15 days. The engineer came on 7th Feb, he told me that he has to come again with the spare parts, "if the company has that spare part then he can come in 1 or 2 working days and if it's not available then I will take 3 to 5 working days BUT till date, this is the 15th day and I haven't seen anyone and didn't get the proper information about it. Every Time I have to call the customer care again to just get the answer like " I don't know how much time it will take ". I don't like the service at all.”

Helpful Report

Posted 2 years ago

Thank you for your review. I am sorry to hear that you are not happy with our service. Please could you email resolutions@domex-uk.co.uk with your full name, address and job number (if possible) so that we can investigate what has gone wrong and come back to you. Thank you. Domex Customer Care Team

Posted 2 years ago

“If I could leave no stars I would! Disgusting service, engineer broke my working appliance that had only been booked in for a broken ice machine. Didn’t tell me the appliance wasn’t working, found out at 10.30 at night when I realised my freezer was defrosting. Lost a whole fridge freezer full of food, had to dash about moving medicines at night as a consequence. Rude customer service, telling me it wasn’t their fault and will not pay any money for the loss of food. AVOID AT ALL COSTS!! Do not use!!!”

Helpful Report

Posted 2 years ago

Dear Mrs Crombie, The appliance was in a state of repair. We did not break the appliance. Your plan under D&G does not cover you for food loss nor would we. The manufacturers user manual states the following "Do not keep sensitive products requiring controlled temperatures (vaccines, heat sensitive medication, medical supplies, etc.) in the refrigerator." I am sorry to hear that you found our explanation above to be rude customer service. Kinds regards Domex Customer Care Team

Posted 2 years ago

“The Engineer left within 10 minutes saying he couldn't move the fridge to check out the issue. Very disappointed as we stayed in to wait for the visit and fridge still not working.”

Helpful Report

Posted 2 years ago

Dear Sam, I am sorry that we were not able to carry out a full diagnostic and repair yesterday. I have spoken to the engineer who attended. He says that he the appliance is standing on a slightly raised plinth ( about 2cm ) So not a standard installation. The appliance is an American style Fridge Freezer, which is on wheels. So it is a heavy appliance. He says that the appliance should be lifted off the plinth to be done safely. If he pulls the appliance, when it drops from the plinth it will cause damage to both the fridge and the flooring. The appliance is not integrated , but sits within a frame. To put the appliance back it would need to be lifted back onto the plinth. We can return to help you with the repair , but the appliance would need to be made accessible for us. As per our terms and conditions, we were not able to carry out the diagnostic, so we have not charged you If you are going to look for an alternative repair agent , our advice would be to give them this information to avoid any further disappointment. Kind regards, Domex Customer Care Team

Posted 2 years ago

“Useless. Blaming others (LG) and hiding behind a broken process for not getting things sorted, instead of just picking up the phone (with LG) and trying to resolve. I have waited for a fridge repair for months (and my fridge - under warranty - has been unusable since then).”

Helpful Report

Posted 3 years ago

Dear Marco, Thank you for you time to share your review. I'm sorry to see you think Domex hides behind broken promes. Let us share what happened: 1. Job logged on 27/01/2022 2. Visit attended on 28/01/2022 3. Engineer's report received immediately after the visit at 16:02 4. Part (compressor) ordered next day 29/01/2022 5. Update you via text message on 29/01/2022 6. Request LG to consider alternative resolution, after changing the ETA of the part 3 times. To this moment no answer by LG. We've done everything we could to expedite your repair. However, it's LG's repair and we follow their instructions, which is what is FAILING YOU right now. Lastly, I've personally emailed LG to chase them for resolution as I believe you shouldn't be left without a fridge this long. Kind Regards, Ross G. CEO & Co-founder.

Posted 3 years ago

“I have used Domex on 4 previous occasions over many years but this time my oven broke at the end of October 2021, I have now had 4 visits from their engineer since 4th November , the oven is still broken, I have even paid for a qualified electrician to install a new cooker circuit and today the engineer came out again and again left stating again the fault was with the electricity supply not the oven( even though when Donmex attended last wednesday 1st December the oven worked for 3 days before fusing again ) After he left I spoke to our electrician who pointed out that the oven is fusing the oven circuit , we then switched the oven on ( which the Domex guy had said wouldnt work) and it is obvious that the fault is that the fan is not heating up the oven and the faulty fan is making the oven short. Now they say they will come out again, sending the same engineer but because they don't have enough engineers we have to wait yet another 8 days before he'll even come out again. Domex have now been out 4 times and not even spent any time watching and waiting while the oven is on to diagnose the problem. I don't think they have the expertise that they used to - they used to have a really good engineer who understood older Smeg models but now they don't have staff and the idea of having to wait another 8 days when they have been out 4 times already, failed to mend it , repaired it and then the repair failed ( because the fan is shorting ) and this has been going on for 6 weeks and now it's looking unlikely we will have our oven mended by Christmas as they won't prioritise us . I'm very disappointed and wish I hadn't been so loyal to them .”

Helpful Report

Posted 3 years ago

Thank you Carol for your review. I am sorry to hear you feel you have had a frustrating experience, but I appreciate you bringing this issue to our attention. Please could you email resolutions@domex-uk.co.uk with your full name, address and job number (if possible) so that we can investigate what has gone wrong and come back to you. Thank you. Domex Customer Care Team

Posted 3 years ago

“I booked an appliance care plan with them that was assured would support me through the years. When I call to book a repair they refer me to Domestic & General (they somehow forget to mention this when they sell you the plan) and of course through D&G it's impossible to book a repair. I have now paid over 5 years of insurance for NOTHING. I'd definitely will bring it to the body that oversees this kind of scam to ensure it doesn't go lightly on them.”

Helpful Report

Posted 4 years ago

Mr Skinner, We are sorry to hear you feel you have had a negative experience with Domex and I appreciate you bringing this issue to our attention. Please could you email resolutions@domex-uk.co.uk with your full name, address and job number (if possible) so that we can investigate what has gone wrong and come back to you. Thank you. Domex Customer Care Team

Posted 4 years ago

“would put a minus if possible, original engineer visit in 4 days....ok he took parts out then said would need to order parts should be a couple of days......actually was a week on due date of second visit engineer was cancelled due to leave, no replacement engineer now been 4 weeks without fridge freezer. disgusted”

Helpful Report

Posted 4 years ago

Dear Ian, I’m sorry that we had to cancel the repair booked for today. The engineer is not just on leave, he is on Paternity Leave. There was a plan in place but unfortunately babies do not necessarily stick to a plan. We are aware of the urgency of your repair. You have been rebooked with an alternative engineer. If it is possible to bring it forward with the required parts we will do so. Kind regards, Graham , Customer Services Manager

Posted 4 years ago

“Took £130 off us and walked away saying the oven was working.Came home to our oven not working. Wasted £100 on food . Told another engineer was coming tomorrow morning who failed to arrive after my dad waited in all morning. Now told there busy and can’t get an engineer for a week . Complete waste of money and time”

Helpful Report

Posted 4 years ago

Thank you for taking time to leave Domex your feedback. We are sorry to hear you feel you have had a negative experience with Domex. In order for us to have a look into this further for you, please can you email your job number and contact details to our Customer Services team on resolutions@domex-uk.co.uk. Thank you. Domex Customer Care Team

Posted 4 years ago

“Domex ltd what a joke of a company my washing machine has been broken since end of October four different engineers and five appointment visits later today 18th February two new engineers came and leave yet again wivout fixing it using same excuse as the last visit a month ago “wrong parts “ 6 engineers 5 visits 4 months on stil no machine that works infact left washing machine in a worse state than wat it was before as I can’t even shut the door now ????? To be then yet again fobbed off wiv how ther put my “feedback” to one of ther managers Feedback ??? It’s totally wrong”

Helpful Report

Posted 4 years ago

Thank you for your review. We are aware of your complaint. I do know that D&G have been advised through their Service Watch Team. Regarding the repair that is needed (The PCB) I am speaking to our spares team to see if we are able to get the part any sooner (should the repair go ahead). In the mean time, if we need to come and see you about the door to your washing machine, before the PCB arrives, I will arrange this with you. We have not broken your machine. The machine is still in a state of repair. The repair is not completed. I will do what I can for you. I will be in touch with you by Close of business today. Kind regards, Graham (Customer Experience Manager)

Posted 4 years ago

“If you pay for a replacement part, keep checking they have ordered it! Their online payment system does not sync with their other systems, so you pay for a service and then left waiting!! DO NOT USE DOMEX, if you value your time! Following their engineer's visit, a new part was required (new element). In order to progress the order they require payment upfront of the part, which is fine. I mentioned to Domex that we will pay for it now, so that they can order it asap;, which they acknowleged and mentioned that the part is out of stock and could take up to 10 days. We paid via the online link they sent and recieved confirmation of payment (around mid December). I then called up in the second week of January to check whether the part had arrived. The Domex Customer Service team said they had no idea that I had paid, because the online link does not sync with the ordering/ job system, whereas if you pay over the phone it does as they manually input.”

Helpful Report

Posted 4 years ago

Dear Mr Dhesi, Thank you for your review, although we are super disappointed to see this has happened. You see, we try extra hard to ensure we provide the best service possible including making My-Repair, our self-help, seamless and intuitive. This helps all our customers have effortless repair. What has happened to you is a very specific set of circumstances which lead us here. You are right to be frustrated and dissatisfied with our service as it took extra 2-3 weeks. Our Head Of Customer Experience, Graham, has already been in touch and offered our sincere apology. We will prioritise your repair now and will ensure offering you the quickest appointment once the part is with us. Crucially, we identified the set of circumstance and we will be adapting our process, including system change, to ensure NO other customers repeat your journey. Benjit, I am sorry for letting you down. I am more disappointed than you are that we let this happen. Equally, I am grateful that you shared your frustration as this helped us improve our process to make it even more robust. Kind Regards, Ross G. CEO & Co-Founder

Posted 4 years ago

“Had engineers out three times in the space of one month to repair our dishwasher. On the second occasion, engineer arrived with the wrong parts and so had to delay fixing the machine. Eventually, the dishwasher was fixed, however in the process the same engineer did not put the machine back in it’s original position, causing damage to the integrated door and the plinth below, which was not fixed properly and now means that it keeps dropping onto our feet! Far from ideal for my live-in 86 year old mother to have to dodge the plinth! Having made numerous calls and addressing the issues at hand, we’re still waiting for a resolution 6 days later!! Very disappointed with such a reputable company”

Helpful Report

Posted 4 years ago

Dear Mrs Masrani, Thank you for your time earlier . In regards top the plinth and the door alignment. We have spoken to the engineer who attended. He said that the dishwasher failed because the decorative door was touching the bottom part of the worktop and the door wasn’t closing properly. The facia was damaged, and the machine leaked and damaged the PCB as well. Our engineer replaced the parts and adjusted the dishwasher (adjusted the dishwasher down) to distance the control panel to the worktop .This slightly misaligned the dishwasher with the kick plate. The fault with the kickplate not fitting would need to be resolved by a kitchen fitter. However . I will be in touch once I have spoken with our team to see if there is temporary solution that we can help with. Kind regards, Graham

Posted 4 years ago

“Had the engineer round to have a look at my fridge freezer hole in the side wall of the freezer told that’s fine just cosmetic but when I asked then why the freezer is I ring up and my food is defrosted when it is a frost free freezer got aggressive with his voice refusing to give a full test on appliance got up and left and did not ware ppe thanks m8 Please do not send me an engineer again with out id as I don’t think he was one maybe doing his mate a faver today”

Helpful Report

Posted 4 years ago

“After reading domex great reviews I booked an appointment my smeg fridge freezer had been overfeeding Engineer confirmed it only needs top up of gas but wanted £45.00diagnostic also £45.00+£25.00 in total £115.00 top up Of gas which doesn't come under a years warranty which is no different to refuelling a lighter of gas so no I would Totally say an absolute rip off to say the least avoid by all means”

Helpful Report

Posted 4 years ago

“Three weeks waiting for an appointment. Three days for parts then waiting for another appointment. Could have bought a new washing machine the amount I’ve paid over the years. Launderette fees and three children’s clothing. I need a washing machine in days not nearly a month!”

Helpful Report

Posted 4 years ago

Domex Appliance Services is rated 4.8 based on 1,521 reviews