Screwfix: abysmal customer service

[Crofter]

Our induction hob went on the blink so I ordered a new one from Screwfix, and seeing as we're not at home just now, I got a mate who is a sparky to fit it. 

 

The new one had a plug attached which he cut off to hard wire it in, same as the old one.

 

Unfortunately, when he turned on the power, it beeped once and then died. 

 

Now Screwfix are refusing to give me a refund or replacement, because it's been 'tampered with'. Their own website says it can be hard wired. It doesn't say that doing so will void the warranty! 

 

I can't get through on the phone and their chat function is like talking to a brick wall. I asked for the contact details I will need to file a small claims court application and they promptly ended the chat. 

 

Anybody had any luck with getting a refund out of them?

[Mattg4321]

Usually they're really good, but I've only ever taken things back in person. Guessing they're isn't a store where you are! Are you due a trip to the mainland anytime soon and could take it back in person?

[ProDave]

Usually in these situations you do a google search for the email address of the CEO and vent your claim there.  the few times I have tried, it gets the result you want.

 

Did you TELL them the plug had been removed?  I bet if you had just sent it back without saying, or taken it back in person, nobody would have noticed.

[Crofter]

39 minutes ago, ProDave said:

Usually in these situations you do a google search for the email address of the CEO and vent your claim there.  the few times I have tried, it gets the result you want.

 

Did you TELL them the plug had been removed?  I bet if you had just sent it back without saying, or taken it back in person, nobody would have noticed.

Yeah maybe I should have done that. It'll almost certainly just go to landfill anyway 🤷

 

I seem to have managed to persuade the bot to escalate my complaint to a human. I'll see what happens.

[Super_Paulie]

I took a chipper back twice and they replaced it each time. I was 100% forcing crap through it that I shouldn't have been and each time they said yeah fine, no worries. 

 

Also my titan grinder died after a year of abuse and they replaced it on the spot with a brand new one.