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Reviews 857
marilyn
Jun 29,2016A tale of woe from start to finish. Full story below if you're that way inclined, but the short version is: poor customer care, inadequate delivery service, slow at giving refunds. Even if it costs you more to shop elsewhere, from our experience the difference in service received is worth the extra few quid. The 144kg huge American style fridge freezer arrived with only one delivery driver who informed us that he couldn't get the machine off the lorry, and anyway that it would be easier for him to get it into the building if the doors were taken off first (we had measured and knew it would fit fine if removed from the packaging, but accepted it would be easier and lighter for him without the doors). Driver said he was the person that usually did this but that he hadn't been booked to do it in this case and it takes a lot of time, so the FF would have to go back to the warehouse until we arranged re delivery plus door removal at extra cost. The second part seemed fairly reasonable, but it seemed a bit odd that they'd only actually sent one single delivery man with such a huge item on board in the first place. How was it ever going to be taken off the lorry successfully? Surely the customer isn't meant to help lift it off the lorry? We called TGS and after a lot of phone ping pong (in about 40 times of trying over several days we never got an answer on the customer care number but the sales line was answered almost immediately when we gave up and called that) we organised (and paid extra for) redelivery with door removal. On the morning of redelivery, none of the advertised helpful notifications in advance of the delivery time had come through as promised. We thought we would get a text once our delivery slot was determined but this didn't happen. It turned out the driver had already tried and apparently was unable to find the property (the previous one had found it fine, it's a large and clearly visible building on a major road) and so put it down as a failed delivery when he was unable to get an answer on my phone when he called 5 times over 18 minutes (not leaving a message) whilst I was busy. Had we been notified that he was en route, there would have been no issue. But all that didn't matter in the end as it turned out, because when the delivery driver eventually came back (after a lot of arguing with their customer "care" operative, who sounded like she spent all day dealing with disappointed customers and relished it!) yet again it was an unaccompanied driver who told us he had no chance of getting the FF off the back of the lorry on his own! Plus he had NEVER taken doors off a FF in his life and had not been instructed to do so - as far as he was concerned, he was to somehow drop the item at the roadside and that was that. We felt pretty sorry for him as he'd been sent back to us unnecessarily as it turned out, after a very long day. So - still no fridge and no possible way on either delivery attempt that the delivery man could have got it off the lorry, let alone into the building. At this point, fed up, and with our kitchen install now over a week behind schedule and all our tradesmen waiting for the fridge freezer to go in before they could complete their work, we decided to ask TGS for a refund to enable us to find the same fridge freezer elsewhere, with a more suitable delivery service. We were told the refund would be processed and we would have our £1600 back within a couple of days. We waited, but no money appeared, so we had to phone back (sales answered, but again the customer care line didn't!) only to be told that no refund had been processed. Once again we had to request our refund, and after another 5 day wait the funds finally came back to us and we could finally afford to order the fridge freezer from somewhere else. Point to note: when another company delivered the same fridge freezer, the THREE MAN delivery team got it here and into the building with no problem at all. Seeing them in action made it even more clear that one delivery person could not under any circumstances have done it alone.
Dave Longworth
Jun 28,2016I was looking specifically for a siemens washing machine and found one in stock, or so they were advertising, and purchased it on a credit card. On the date of delivery some five days later I was contacted by phone to be told it was out of stock and that it had been discontinued, and they did not want to sell me the demonstration model. (not that I had asked for it anyway) I was offered a Bosch as a replacement, but said I was looking for a siemens to match a dishwasher I had previously purchased elsewhere. I told the gentleman to cancel the order and refund my card and that I would shop somewhere else, to which he agreed. On receiving my credit card statement some weeks later I noticed that they had not infact refunded the £296.10. I promptly contacted the company and was given another contact phone number for the accounts dept. When I did eventually get through I mentioned to the gentleman on the phone what had happened and because they couldnt fulfill my order I had cancelled, and he agreed he could see this on his screen, and he said that he would look into it. A fortnight later I phoned again as I still had not heard or had a refund from them. My credit card interest on the amount was due by the 2nd of June. I mentioned I needed it reimbursing as I would have to pay interest on the amount they had taken. Again they were going to look into it. On the 1st of June I phoned again and spoke with a lady who did infact sort it out with the Manager but it was not refunded till the 3rd. I have tried to contact them by email but have been blanked, I have sent them a screenshot of the credit card statement and the amount of £7 I was charged and also an invoice for the £7 and a letter explaining why. As yet I have had no response and would seriously not recommend anyone doing buisness with them as they advertise none stock items, take your money, and dont like to give it you back. A real drain, Never never again.
Ken Eley
Jun 26,2016My purchase was made very efficiently by telephone, but the delivery situation was unclear at that time. Subsequent attempts to contact your Company by phone were unsuccessful, each one being met with a recording that was not at all helpful. Also, three attempts were made to contact by email but none received a reply. Eventually, contact was made by phone and delivery of the item proceeded very efficiently.
Cameron Carthew
Jun 26,2016Great Service all round from ordering to delivery
Diy
Jun 25,2016I am so angry with this company. My freezer broke recently and as it was to stand next to its matching fridge I knew exactly the model I needed to replace it with. Having shopped around I found a few places were out of stock but this company had one in stock and at a good price. Working all week I had to arrange a Saturday delivery so managed for two weeks until they had a Saturday slot available. I'ts been a real struggle with my frozen food being scattered across the town with various family and friends. At 5.05pm the day before delivery I received an email telling me to ring the company. I did this but they had already left. I've just managed to get hold of them today (day of delivery) to be told they have none in stock and wont have any until the end of July. They obviously didn't have any in stock at all. I now have to wait until I am issued a refund and source a new freezer then wait for a further Saturday slot. I am so angry with this cowboy outfit! Please do not rely on what they say on their website. I would suggest giving them a wide berth.
Naomi Price
Jun 25,2016I was a little worried ordering off line especially from a less well known business located so far away. However, I have no regrets and will use this service again in the future. I chose to use thegassuperstore because they had the best prices online and extra discounts available. Ordered a cooker free delivery slot for a Saturday - ideal! Also interested in a washing machine, unable to arrange for same date delivery. Gave them a call. They explained they had to wait for the stock and gave me the next date, 3 days later. Man on the phone was fabulous. Really clear, professional and helpful. Would not hesitate ordering from this company again in the future. I was emailed the afternoon before with a delivery time slot, knowing it was the morning allowed me to plan my afternoon without worry. Delivery was quick and smooth. All completed within 5 mins! Jo rang when she was 15 mins away which was brilliant. She was really helpful and passionate about her job, and deserves praise for her efforts. Thank you Jo for getting my cooker here safely!
Paul Simpson
Jun 22,2016First class; interaction between Andrew and myself at 2125 was very efficient, friendly and answered my questions/queries with no problems. I wish Roy could be as good in France with his team....
Kim Rogers
Jun 21,2016I ordered a Range cooker on 15th June, and it was booked for delivery on 18th June. I did not receive my text on 17th stating a delivery time. I called on the morning of the 18th and delivery was confirmed for between 2-5. The reason that I did not get a text, was completely my fault as I gave my home number and forgot that I had a call guardian on my phone. I was contacted by the driver at 3 to say be with me in about 30 mins and he was. The driver was polite and helpful. Very satisfied customer...
April Thompson
Jun 18,2016I tried to buy a dishwasher, they took my money out of my bank but then said they cannot supply it. In there T&Cs they said they refund IMMEDIATELY but it has been over 10'days & I still have not had my money back. I have told them that my kitchen install is on hold because I cannot purchase the new dishwasher until I get my money back. I am now financially loosing money because of this. All The Gas Superstore keep saying is it has been processed. Firstly they said 48 hours until I get my money back then 7 days later they said 5 more working days. They are keeping my money for something they aren't supplying and never could. This has caused me so much stress. I am a single parent with 3 children and no kitchen because of this. THE GAS SUPERSTORE ARE LIARS AND DO NOT STICK TO THEIR OWN TERMS AND CONDITIONS STATED IN THEIR OWN WEBSITE. THIS COMPANY IS A SHAM!!
radz
Jun 17,201617/06 Utter shambles from start to finish. Well, I say "finish" but I still haven't had a refund for an item they cancelled eight days ago (showed "available" on website but they e-mailed six days after the order to state it had been discontinued by the manufacturer); and also I still have no idea what's going on with an item non-delivered two days ago. I finally managed to get through to them on the phone yesterday (almost impossible, and they don't answer e-mails) and was told it was damaged so wasn't loaded. Why couldn't they have let me know? They were going to look in to it and promised to call me back (I made them 'promise' as I knew I wouldn't be able to contact them). They didn't call me back and once again I can't get hold of them. £1,300 of my money is with them but you just can't contact them. I need to know whether this item has been cancelled so I can get it elsewhere, or they are re-delivering. I've only scratched the surface here - loads of bad customer service. Like, for instance, having caveats about being charged a hefty sum if you're not in to take delivery, and then actually delivering an hour and a half outside the three hour window they give! When the original item was cancelled by them they didn't offer a refund, just told me to select another item and e-mail them. Asked for a refund by e-mail and had to chase for an acknowledgement, and then several times to even get the refund authorised. The two items I did receive are good, and were cheaper than elsewhere. Some of their prices are good, some the same as elsewhere, and some more expensive. But please pay more and go elsewhere. Many other reviews reiterate this point but give stars for price. Sometimes it's worth paying extra and I wish I had. 18/06 Received first refund - two weeks after I'd paid for an item they never even had in stock, and nine days after it was agreed. Still no word on the other £700 refund for the non-delivered item. 22/06 Still no word on the undelivered item and the £700 they have of my money, a full week after it was due to be delivered. Have sent five e-mails now including to the two owners of the business (Paul and Mark) and still received no response, and called in excess of 30 times with no answer. Having read all the reviews on this and other sites, it is clear to me. There appears to be little correlation between what is actually available (either in stock or direct from the manufacturer) and their website. If you are lucky enough to order an item that is available, these guys are excellent and delivery will be quick and the price good. But it's pot luck. If you are unlucky, like the numerous people reviewing, then it appears you have to fight tooth and nail to get your money back. But you can't fight with someone who doesn't answer - so it looks trying to get a chargeback through the bank and failing that, legal action.
Matt Jones
Jun 16,2016Unbelievably bad service. Told item was in stock, 7 weeks later and 6 false delivery dates later and I'm once again on hold for a hour trying to get in touch with their customer service to work out where it is. This is the first negative review I've ever written!
Bryony Hordern
Jun 16,2016Bought a Bosch washing machine on the day their system crashed! Difficult to get in touch with customer services who must have been having a nightmare of a day. However, eventually it was all sorted. The delivery guys were helpful and friendly.
Helen Palmer
Jun 15,2016Still waiting for a partial refund, despite 4 phone calls to Gas Superstore to date. Each time to be told the refund would be processed but I'm still waiting. Very difficult to get through on the phone to Customer Services. TAKE YOUR CUSTOM ELSEWHERE......
Martin Brennan
Jun 15,2016Had great customer service by Andrew on the live chat who sourced my fridge freezer and advised on all aspects of what would happen next regarding delivery. Hoping now that receiving and delivery of my appliance matches his customer service.
Nikin Kotecha
Jun 14,2016came late then refused to install even though i paid £30 extra to remove and install washer. Then broke my fence on the way out. avoid
Arshad Ghafoor
Jun 09,2016I was sold a Panasonic microwave, when they didn't have it in stock. I was also given a delivery date in 10 days time, and the day before was told on the phone that everything was fine, but following day, no delivery. Was told that Panasonic had let them down, but they don't seem to let aol or any of the other retailers down.
Customer
Jun 08,2016Very happy with my Bosch washing machine, which was much cheaper through the Gas Superstore than anywhere else I found. Arrived quickly, which was a bonus!
Martin Kilgallon
Jun 07,2016Excellent service, arrived, took old one away.
member
Jun 04,2016Ordered a freezer over a week ago and only received a call the night before the delivery day informing me the product was not in stock (which it was at the time of purchase). I was offered 2 replacements to choose from and when I wanted to check these and call back, I was told I must choose straight away as the lines were busy and I wouldn't get through. I quickly went onto my laptop, looking into the 'replacement' brands and after a few minutes I could not believe it when the customer service representative hung up on me! They probably expected that choosing a new freezer is like choosing biscuits from a grocery shop. I emailed them to cancel the order and refund the money - now wondering when they will return it! Will definitely not be ordering from them ever again!
64-72 Hinckley Road, LE3 0RD, Leicester,
http://www.thegassuperstore.co.uk
samuel113
Jun 30,2016Placed an order, received, damaged. Since then I tried chat, to be told I need to email customer service, they don't answer so I called, depends what day it is if you get anyone, I did, the lady said email the damage and she will take a look, heard nothing since. er customer skills did not exist either. So I have had enough, these are beyond poor, don't deserve anyone's business