Marks Electrical review: Hisense gm663xb 60cm 4 burner gas hob, stainless steel

I am writing to formally complain about my recent order (28969) delivered on Monday 29 September. The Bosch oven and hood were installed without issue, but the Hisense hob arrived faulty with no earth connection. Attempts to fit it repeatedly blew the fuse, making it unsafe and unusable.

Since then, I have spent four days chasing updates with your team, receiving broken promises of call-backs and inconsistent information. Despite my persistence, I was told today that you will not provide any installation support and that I should wait on the manufacturer. This is wholly unacceptable.

Given the safety fault, the distress caused, and the poor service I have received, I have now requested a full refund for the hob. I do not wish to receive a replacement or any further products from Mark’s Electricals.

To be clear:

I expect my refund of £129 to be processed without delay.

I am also requesting a formal apology and a gesture of compensation for the time wasted, lack of communication, and the serious inconvenience caused — especially as I have been left without cooking facilities while hosting my elderly parents in their 80s.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality and fit for purpose. This hob clearly was not. Furthermore, the after-sales service I have experienced has fallen far below reasonable standards.

If I do not receive confirmation within 7 days that my refund is being processed, I will escalate this matter further. Specifically:

I will log my case with Citizens Advice Consumer Service, who can escalate it to Trading Standards.

I will ask you to confirm which ADR / Ombudsman scheme you are a member of, and pursue the matter through them.

As I paid by debit card and Klarna, I will also initiate a chargeback request with my bank and raise a formal dispute with Klarna under their Buyer Protection scheme.

I would much prefer to resolve this directly with you, but I will not hesitate to escalate if necessary. Please confirm in writing within 7 days that my refund is being processed and what steps you will take to resolve my complaint amicably.

Yours sincerely,
Lisa Petrucci