These guys used to be great but my…
These guys used to be great but my word, how the mighty have fallen. We ordered a Miele dishwasher in November, booked for delivery Jan 3, to be delivered to my son’s apartment. My son then got a message saying there was a delay. Then today, a message from Miele saying that his induction cooktop is coming in March. I contacted AO to ask what on earth was going on and was told I had definitely ordered a dishwasher, which I, of course, already knew. Three times I asked *when* I could expect the dishwasher, to be told twice to expect a dishwasher. The third time I was told that they had no idea when. I suggested that a refund might be in order so I could purchase from someone who could actually supply goods, rather than just taking the money. “Mingh” on the chat said he’d start that. Then radio silence. Attempts to restart the chat met with nothing. Email, nothing. Predictably, the people who couldn’t manage to sell a dishwasher also didn’t manage to sort a refund. Then my son messaged me to say he’d got a voicemail asking him to confirm my refund. I mean, it’s my money, but I guess they need a man as higher authority. He passed on the number, which I rang. I got a recorded message saying they couldn’t answer the call and the mailbox was full so I couldn’t leave a message. So at this point I’ve paid $1200 for a dishwasher-or-oven that was going to be delivered sometime, maybe, and I can’t cancel the order unless a man rings a number that can’t be rung. I couldn’t have imagined this level of incompetence until I lived it. EDIT: Note the reply below to "Kim" (whomever that might be). Also note that it doesn't suggest a means by which to reply to *them,* much like the phone number that isn't answered and where you can't leave a message. Assuming Courtney ("Court"?) means "Kimberley" (ie me), I've already provided the requested account identifying information on at least four different chat conversations over a four hour period on Day One of this debacle. I even provided the alternative one that Miele has, which is sometimes linked to a dishwasher and sometimes linked to an oven! It is now Day Three and still no sign of the refund. If we get to the magical Business Day Number 5, I'll be contacting my bank because in my book, holding money for an item you can't provide is just plain fraudulent and withholding a refund is bloody minded. EDIT 2: Sure, I'll post the details of my order to a public review site if that's the only way to get you guys to do your job. Why not? Seems positively sensible, in comparison to some of what has preceded this point. Here you go: SO06860605. EDIT 3- Update (16-1-2024): it is the most magical of days, Business Day 5! As yet, no apparent action from Courtney despite providing the info she requested above; no email updates; no phone or text contact; and big surprise, no sign of a refund. EDIT 4. I’ve just seen the lie below suggesting I never paid. I can see I paid the money on November 28, and so can my bank. They’re starting disputed transaction recovery. EDIT 5: After seeing yet another request for contact below, I did in fact email this mob again. And I also lodged a dispute with my bank. I had *lots* of receipts. Lewis Carroll couldn't have come up with a narrative like this. This lot then had the gall to email me again and tell me that I, the customer, need to ring Miele to sort out the refund. After I picked up the bits of my exploded head, I eventually relented and rang Miele. They said Appliances Online had already cancelled the order - like most reasonable people, she presumed I would therefore have received the money, but alas, no. Appliances Online can apparently still manage to take money for an order through their website. Delivering their part of the transaction has been another thing entirely. It's quite the business model, I suppose-- although only in the short term. We had been customers for years and across two properties but will never, ever use them or recommend them (as we used to) again. Enormous, cascading mess and absolutely no attempt to take any responsibility. It's all "Sorry Miele let you down." Nope. I didn't go to Miele's website. They're the manufacturer, for pity's sake. That'd be like if I rang Coles to complain about missing grocery items and they told me there was nothing they could do, and to take it up with the farmer. PS Thanks for editing your comments to get my name right. Seems like there might have been higher priorities, though.