Edit *** The gesture of goodwill was an upgraded model, this was appreciated and received after a convo with the director (also appreciated given the family business had suffered a loss).

Edit ** I received contact from the company director who had experienced a bereavement and this was why no contact for a week. Though I did explain our non delivery or courier info being sent did preceed the sad event. TV was delivered yesterday and seems fine. All took longer than I wanted but my complaint is resolved and I have modified my review and rating to reflect my experience.

Order no SMART10018983

I always try and support small businesses, however my experience here is probably the worst with any online order. The lack of communication and just ignoring my emails (there’s no telephone number to call and online chat is never manned!). I’ve spent a bit of money and cannot believe I am writing this review. I am so disappointed that no-one from this company will give me the courtesy of a reply. Unless there is a suitable resolution I am afraid I cannot recommend this company at all.

17th March Ordered a £1,500 TV on 4-8 day delivery.

19th March email from SmartAppliances to say order shipped – courier will schedule delivery

28th March I emailed to check status as it was way beyond due date and no contact from courier.

28th March email from SmartAppliances to say they will check with courier

1st April I emailed again as no response back from 28th March !

1st April SmartAppliances replied to say TV was damaged at courier depot they would upgrade (now surely the courier would advise that this delivery was not going to happen!) They said I would receive tracking Thursday and TV would be with us the next week.

1st April I replied saying thank you for checking at we would accept the upgrade and I look forward to receiving tracking on Thursday.

4th April I emailed asking for tracking as no communication from SmartAppliances since 1st April and no tracking as I was advised

4th April SmartAppliances replied saying the TV would be with us Tuesday or Wednesday and the courier would be in touch Sunday/Monday to arrange delivery. This was the last response that wasn't an automated reply.

7th April I emailed again as no contact from courier on Sunday/Monday – shipping date just keeps shifting with no contact from SmartAppliances

7th April SmartAppliances STANDARD REPLY TO BE PATIENT no further reply

8th April I emailed to say still not heard anything and I was getting concerned

8th April SmartAppliances STANDARD REPLY TO BE PATIENT no further reply

9th April I emailed to say still not heard anything and I was getting concerned and please respond

9th April SmartAppliances STANDARD REPLY TO BE PATIENT no further reply

10th April I emailed to request a response to my emails

10th April SmartAppliances STANDARD REPLY TO BE PATIENT no further reply

And it's now 11 April - 7 days of no reply from them.

So essentially SmartAppliances have my money from 17th March, we have no TV and they are now ignoring all my communications and just not bothering to reply at all. SmartAppliances – given that you are now not responding and essentially ignoring all my communications this week do I have to go down the route of putting in a formal complaint via trading standards or consumer rights ?
(reading other reviews, it would appear my story is not dissimilar to many others, so it's either they are using the worst courier service who appear to damage stock/unable to deliver stock, or stock is being sold that is not actually available.) The poor service puts shoppers off supporting small business.