Me

Very disappointed with Montpellier's product quality and customer service! My fridge freezer broke last month after only 3 1/2 years. Unfortunately the warranty was only for 2. My mistake for not taking the extended warranty, but I have never had an appliance fail so fast, so I didn't think I'd need it. I'd had my previous fridge/freezer since 2007! I telephoned for urgent help and was told there was no help available - I was told because it was out of warranty, they could do nothing, not even try and help me diagnose the fault remotely or offer any advice. I also emailed Montpellier at the same time asking for urgent help, but received no response - until 19 days later! Then, I received an email apologising for the fact that my plea for help went straight into Montpellier's deleted folder! By this time, the fault had been diagnosed independently as a failed compressor, the cost of which had meant I had to buy another appliance. This new email from Montpellier specifically told me that if I had phoned at the time, they could have gone through a 'soft service' with me, could have tried to help me, also could have offered me a better price on a new purchase. None of which was mentioned when I was actually ON the phone to Montpellier and asked them specifically for this type of help. After I told Montpellier that I HAD in fact telephoned them, and I provided them with details of the actual call time and asked Montpellier to listen to the call and escalate to management, their stance changed. All I am being offered now is an apology for how this has been handled and suggestions to approach the retailer and trading standards. None of which help me now.

As others have said, the phone was not answered when I tried numerous times to ring Pro Shrimp for urgent help upon receiving a shrimp with what I thought looked like fungus. So I emailed, and received one reply asking for photos (which I sent) but offering no advice about what to do, then, no response after that and my subsequent emails were ignored. The shrimp died, and I am still very worried about my existing colony that the new shrimp were introduced into. I wanted to support a local business, and have used Pro Shrimp before, but I won’t be shopping here again. I received a refund via PayPal but I still stand to potentially lose much more if my existing shrimp colony get sick.

I’ve been asking Vaillant for the email contact details of the senior management team since December, but Vaillant will not provide me with this information. My complaint is not about the repair that was carried out - this was done promptly and efficiently - it’s about the lack of transparency of Vaillant in not telling me all the pricing options that were available to me when I booked my repair. I chose to phone and speak to a representative because I thought that would be giving me the best possible service, but I was wrong. On the phone, I was told that I had two price options to choose from (one included a 6 month plan). What I was NOT told was that there was a third option - if I booked exactly the same repair online on Vaillant’s website, instead of phoning, then this option would be £43 cheaper. Telling me I had two options seems to me to be misleading. Unfortunately I only found this out afterwards, and Vaillant’s response is to state that they are not required to point this price saving out to customers and they will not refund me anything. Whilst they might not be legally required to do so, I’m really disappointed that this information is being withheld from customers, especially in these times. It doesn’t seem a morally right way to go about business, to me.

I don't normally write reviews, but this shopping experience was fantastic! Great price, superfast delivery, and really well packaged with an added sense of humour! Will definitely be shopping again