I had repair or replace insurance on an American style fridge freezer with d&g and had to have it replaced they replaced it with one from hot point and gave me one with water and ice which was a bonus however I had to pay £79.00 for delivery and install and I asked if that was a complete install and was told yes!

I phoned hotpoint to book a time and was told it was a special team that had to book it as it was an American style unit I spoke with them and confirmed again it was a full install again I was told yes.

Imagine then to my dismay that when it was delivered the delivery guy said they couldn't install it as there was supposed to already be a tap plumbed in to attach it to no one hade ever mentioned this I was furious but hotpoint stated I should have known this ( I'm not an engineer how was I supposed to know )I had to pay a plumber £80.00 pound to install it .

However the fridge then died the next day and ruined all my food I had to fight to get a replacement as they couldn't get me an engineer to assess it for 5 weeks what a joke. They came to replace after much arguing and lo and behold when the moved the fridge out there was a large tear in my flooring underneath which wasn't there before they delivered the first fridge they then proceeded to drag the fridge across my flooring putting to long and deep dents across my kitchen diner floor.

I called them about it and had to get an engineer as the second replacement fridge handle came off in my hand I was assured that the engineer would also inspect the floor damage when he attended and we could resolve that issue.

The engineer arrived and when I asked him to inspect the floor as per customer services instructions and he laughed and said it wasn't his his job to do that and customer services at hotpoint were always saying stuff like that to get people off the phone I called customer services furious and was told to email my complaint in writing and the escalation department would deal with it that was six weeks ago and still no phone call

I emailed again 3 weeks ago and received a reply from an alleged customer service director apologising and stating that someone would contact me shortly I am at my wits end as still have had no call my flooring covers a large kitchen/ dining area and will be expensive to replace

can anyone advise me or point me in the right direction of what my options are to force them to resolve this as I am at a loss any help would be gratefully appreciated

I Would certainly not recommend a hotpoint product to anyone and I would never buy from them again as their customer service department are a comple and utter joke