Smiths TV
Read all reviews for Smiths TV →
Deeply disappointed - may as well deal with robots
In my quest to find a retailer better than John Lewis, I opted for Smiths - the reviews seemed excellent. I wanted to buy a Samsung Frame tv - it is a long time since i bought a tv so needed advice but it was not possible to reach sales advisers on the phone. I therefore searched Frame through the Smiths website and a confusing array of 2024 and 2025 models came up - it seemed that sizing was 32, then 50 and upwards. 32 was too small so i selected 50. The tv was delivered on Tuesday. On seeing the size, I found it hard to believe that there wasn't anything available between 32 and 50 and by searching through google not the Smiths website i came across 43 - also sold by Smiths. I rang to discuss this and check my findings - the adviser told me to go on to Chat GPT to check - he couldn't be bothered! Is that is the level of customer service! I decided I would need to exchange the tv - have spent all day trying to reach them by phone without success. Line constantly goes to voicemail. Have managed to contact by email and am told that i have to pay and organise the return myself and there is a threat that i will be charged 10% (£100 penalty) restocking. I have made clear that i have only opened the box to check the contents and this is unused, but I have zero confidence in this process as i can't speak to anyone. I would have exchanged this for the 43' with smiths - but they could not give a toss about my custom. Lesson - if you have a website. make sure the search facility works. It is unfair to penalise customers for this. 1 AUGUST UPDATE: although Smiths returns policy says customer responsible for returns, it would no doubt assist customers if Smiths added to this that most couriers will not transport TVs (they fall in an excluded class) and those that do will charge £60 upwards. Finally having agreed to use Smiths delivery courier for the return, with me paying £70 odd, I got confirmation from Smiths that the courier would send a two hour collection slot overnight. I said that i would delay my holiday departure so that the item could be collected. For reasons only known to Smiths, no collection has been set up - needless to say i have reached out to Smiths - but am still waiting to hear back and have my holiday and travel plans on hold today until that happens. PS On entering this website, Smiths asks customers to confirm if they are human or a robot. I assume that this is some perverse irony or joke by Smiths.