The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Premier Range LtdMisrepresentation

I purchased a kitchen extractor for an urgent delivery to a property I am developing. The extractor was delivered to the billing address where I had clearly marked for it to be delivered to an alternative address in the specific form provided. Given that the item was delivered to the billing address, I had no convenient way to get the delivery to the rightful address. When I quizzed the company as to what compensation I would be given for this clear mistake, particularly as I had paid £30 for the delivery charge, I was told that they do not deliver to alternative addresses although their site admittedly claims to be able to do so. Had I known that the site was not able to deliver to alternative addresses, I would never have placed the order with them. I had to get the item to the rightful address at my own further additional expense. To make matters worse, they refused to offer any compensation e.g. refund of the delivery charge to make amends for this clear mis-representation on their website. Be warned - do not use this site if you need goods delivered to an alternative address.

Responses

  • Ne
    never_again_ever Mar 15, 2010

    Premierrange or premierrange.co.uk have to be the worst company I have ever dealt with. Forget any of those large utility providers... this company wins hands down in the following:

    Having NO Customer service
    Never Responding to emails
    Never calling customers back
    Not delivering items
    Saying they have items in stock but now
    Never having the right person in to be able to help.
    Not refunding on items that have not been delivered.

    I ordered a number of items from premier range and none were delivered on time. We were waiting on the last item for so long that we sent in an email cancelling. That was in November 2009, and from that point to now with dozens of phone calls I am still waiting on a refund, now mid March 2010. Whenever you call you get answered by a variety of rude people (Daniel) is in particular very rude! then passed over to someone else and told the person you need to speak to isnt in and there is nothing they can do to help.

    If I lived closer to their address:
    Premier Range
    Richmond St,
    Richmond St, Mill
    Todmorden,
    Lancashire OL14 5QX

    I would have been into that office and who knows what would of happened!

    The items I have got from them are not manufactured to the best standard so I am waiting for them to go faulty and I will have to buy from a quality manufacturer and supplier rather than having any more dealings with this company.

    1 Votes
  • Mr
    Mr range Aug 30, 2012

    Hi, I understand what your going through, I have had my oven for 14 months and now it has stoped working, it has two major faults with it, but the best part is you cannot get spare parts for them because they are so cheaply manufactured in china, they offered me £20.00 of a new oven as compensation. I wouldnt have one for free thanks. Avoid this company like the plague.

    3 Votes
  • Pa
    parker8505 Feb 05, 2013

    https://www.facebook.com/groups/437606552978071/

    This facebook group has just started but your bad comments about the company will be gratefully received. This company has to be stopped. Many thanks Chris

    2 Votes
  • Or
    orange23 Feb 11, 2013

    In November 2011 myself and my husband purchased an island cooker hood from Premier Range to finish off my newly installed kitchen. It hadn`t been up very long before I started having problems with it. Premier Range posted out the offending replacement part for us to fit. This we did but it didn`t solve the problem so the item had to go back to Premier Range. They supposedly "fixed" it and it was returned to us. A few days later the same fault soon became evident and so the hood was returned to Premier Range yet again. They said that they couldn`t find a fault and were going to despatch it to us "unfixed" until we refused to accept it. In the meantime they had a flood in their showroom and our hood had been damaged in this flood. By this time we were getting really angry and demanded our money back but this they refused to do ( even though they could claim the money off their insurers ) We eventually got trading standards involved but they were as bad as the company we were dealing with. After numerous phone calls we eventually agreed to a replacement hood as long as it was a button one, and not touch screen, as this was where we were getting our problems. We thought that this course of action would finalise the matter quicker than taking them to a small claims court.
    The hood arrived yesterday 4th Feb 2013 so we made arrangements to have it fitted today.Low and behold when we opened the packaging and took the hood out we found out that it wasn`t the new hood we`d been promised but either one that had been returned to them fron someone else or a showroom model. There were scratches all over it, paint was coming off it and it had been dented to make it fit.
    Needless to say we saw red and was on the phone right away. This is nowhere near finished so the battle continues. This is basically why I`ve set up this group to see how many others have issues with this company and to see if we can achieve something through the power of the internet.

    1 Votes
  • To
    Totally dnot impressed Feb 25, 2013
    This comment was posted by
    a verified customer
    Verified customer

    Hi, Purchased a hob from this company and the hob started to leak gas. They replaced this and advised me that once the new hob has been fitted they will refund me the fitting charge. It was been two months now and still awaiting the refund. They are totally unprofessional and not trustworthy at all. Avoid them at all costs...it will cost you more in the end.

    1 Votes
  • Js
    jstrzesak Feb 28, 2013

    AVOID!!! AVOID!!! AVOID!!!
    premierrange.co.uk
    3 months waiting for delivery!!!

    Read the dispatch note please:

    Date Ordered: Friday 21 December, 2012
    The comments for your order are: TNT - To be dispatched Friday 1st March for Delivery Monday 4th March


    Customer service calmly ignoring mails and asking to wait.

    Read more: http://www.diynot.com/forums/appliances/premier-range-cooker-hoods-anyone-used-them.303286/#2691822#ixzz2MDuETl36

    1 Votes
  • Po
    ponteirop Jun 04, 2013

    Have the cooker hood problem this week as it stopped working after less than 1 year use. Cutting the plug will void warranty????? Who's got a plug up in the high level of wall? All my other appliances have no leads and did not void warranty. Didn't argue about that yet but said that if it did had a lead would probably be an European one like the hob. Was told that they could sent the touch control and had to pay 10£(delivering charge)Ordered wednesday and was told that it would be sent first class. Arrived on Monday 2nd class sent on Friday costing £3.50 . Must be Daniel, the rude one that said that he wasn't there saturday when I spoke with him that day and then on Sunday. Changed it still not working. phoned today, have to fill form explaining. Had arguments about other issue a while ago:Waited for about 4 months for a oven that never arrived. Kept asking they said they didn't know when it would arrive because it comes from Italy. Had to chase for refund for ages too. Any idea in how to deal with the cooker hood before loose in it .

    1 Votes
  • Or
    orange23 Jul 23, 2013

    In reply to ponteirop 4th June 2013...We had exactly the same problem ( see orange23 11th Feb 2013 ) and took us well over 12 months to resolve. This was done after numerous phonecalls, by insisting on a push button replacement. They did eventually agree to this ( they were adamant they would not refund our money ) Howewver the first one they sent was badly chipped and damaged, even though they said it was brand new !! We returned this one to them, after taking photo`s of the damage. They then sent a second one, and although not perfect, we decided to keep as by this time we really had had enough. To date it is still working although it is very flimsy and doesn`t inspire us with much confidence. If it does ever go wrong, whether it be in warranty or not, I can categorically say we WILL NOT be contacting Premier Range again and I strongly advise everyone to stay well clear !!!

    1 Votes
  • Pe
    pecpea Aug 17, 2013
    This comment was posted by
    a verified customer
    Verified customer

    I was tempted by the fantastic website and the pricing, I read a few reviews and but my good sense to one side an went with what I knew was the right thing to do...AVOID, and said... this company is not for me. After a few months and being financially strapped I was drawn to them again, this time I put all logic to one side.. the rest is history!!! Gas FSD 5 burner hob arrived on time, BUT the metal underside was bent had to be straightend by my gas fitter. Didnt bother to bring it to the attention of supplier based on the online reviews couldn't be bothered with the hassle. Hood, that was originaly ordered showed in stock, but in fact was out of stock, all updates were quoted as 6 weeks although they didnt know what each delivery would contain! Had to change spec of hood in order to receive an in stock item to have my kitchen completed on time; Extractor extremely noisy you cant hear yourself talk... I have done nothing about it.. had to cancel the order for the oven and order elsewhere as again stated in stock but there was no stock. ( this was after waiting 3 months ) I am so glad I did
    Customer service was beyond disgusting. I am so glad that I choose the option to pay by phone, and not the go to online check out, they would have had my money which I probably would still by trying to get back, this way they had to speak to me and advise which items were actually available and which weren't, the website said everything was in stock!! I took the risk and overall my products look good and work, I put up with a noisy fan and a gas hob that even after holding the ignition for about 3 seconds it might light on the 3rd attempt, wouldn't purchase from them again.

    1 Votes
  • Nj
    njt0101 Dec 18, 2013

    I had a much better ordering process than some of the other users on here and the item I ordered online was delivered successfully in good time. Prior to fitting the item the builder pointed out I had inadvertently ordered the wrong size (my fault). This was outside of the returns period but I felt a reasonable company would understand the situation and note that I was in no way trying it on. I called and was told that it would't be a problem and was then duly issued a returns number. I sent the item back exactly as it was sent, never opened or marked in any way. Within days I noted that the item was marked on my account as 'refund' on the website but the money was not returned to me. I called on 3 occasions to chase the refund and on 2 out of those 3 times was told that someone would call me back - they never did. On call 4 I was told that the refund went through the day before (just short of a whole month later) and that it had been subject to a 30% stocking charge and without refund of the postage amount. In fact the amount was refunded without VAT as well. Given that I discussed the issues when I first called about the return I was left very surprised and seriously disappointed that all of my patience and decency had been thrown back in my face. They were utterly unrelenting and although they corrected the VAT issue that was all they would do.

    I can't comment to the quality of the goods, but I found this return experience to be unreasonable and inefficient. In my opinion it is a poor company that treats consumers with such a poor level of service and understanding. It doesn't surprise me to find someone above felt strongly enough to create a Facebook page about how poor Premier Range service really is!

    1 Votes
  • No
    nothappy567 Feb 19, 2014

    This is the worst company I have ever dealt with, I have ordered a cooker hood from them which they delivered, it turned out to be faulty. They collected the item and admitted that the item was faulty because they had to repair it but are now not sending the hood back unless I pay for postage. Stay away from this company at all costs, even if the product is cheaper. It is not worth the hassle.

    1 Votes
  • Se
    seriously angry Mar 15, 2014
    This comment was posted by
    a verified customer
    Verified customer

    We have just been ripped of by £299.99 for a built in microwave...My husband drove nearly 3 hours to collect from their showroom, and as he is disabled and couldn't lift the box, or remove the appliance from the box, the warehouse guy rushed the 'check' without even taking it out of the box, and had my husband sign declaring it had been inspected...it was not till he got home 3 hours later, that I was able to take it out of box to test it ( it had not been tested in showroom due to no power points available to do so, and not removing from box), that I discovered the bracket holding the fascia to the unit was snapped, and also found a sale invoice inside the oven cavity, showing it had been sold to someone else last month via eBay, and obviously returned...When my husband range to complain, he was told he had signed to say all was well, and therefore they were not liable, and was told the invoice was just details of their 'trade account holder for eBay'...they refused point blank to entertain a refund, but said if he took it back, they'd exchange for another unit...Trading standards have been informed, as have our bank, and they are both behind us..I have also now written to the other customer to alert her of a Data protection breach, and I'm also contacting Watchdog...they WILL pay both ways now...

    1 Votes
  • Al
    A.lie Mar 22, 2014

    I am put "right off" ( not so premier range), I was tempted by the discounted prices but after reading the above I am steering well clear!. To many so called businesses get away type of service now days and its scandal no less, I am sticking with Bosch in this case and willing to pay the extra and for top of the league electrics then I can sit back and relax for the next 10 years knowing I will not need to worry about renewing my items before I have had a chance to use them. (Its a case of if it looks to good to be true, then it properly IS.
    Thanks All And Best Regards

    1 Votes
  • Se
    seriously angry Mar 22, 2014
    This comment was posted by
    a verified customer
    Verified customer

    I had some months prior to doing business, researched the company and it's products, and found nothing but good press about them...I am no slouch when it comes to checking first, before parting with money...but unfortunately, as I say, my research was some months ago, and should really have searched again more recently, because it has only now that we have done business with them, that I have found so much negative and outright complaints about them...The company have receieved our complaint letter, demanding a refund, with quotes from the 'Sale of goods act 1979, amended 1983', as instructed by Trading standards...and they have replied that as a measure of good will only, they are prepared to exchange the microwave, if we take the other one back to them..and if this is not a satisfactory solution for us, that they 'await us escalating'...After again consulting with Trading standards, they are now taking it to the next stage...wish us luck...

    1 Votes
  • En
    ENRAGED OF CURDWORTH Jul 04, 2014

    Poorest customer service I have ever known.
    Rude, argumentative representatives, unwilling to help in any way.
    Bought a double oven in 2011. Have had to replace the main oven door seal twice and the heating element in the main oven. DON'T USE THIS COMPANY. THEY ARE RIP OFF MERCHANTS...

    1 Votes
  • Br
    BRLeach Oct 06, 2014

    September 2014 Still the same attitude towards customers and complaints. How are they still able to do business.??? They just have to be the worst company but they know they can get away with their poor practices and so don't care.

    1 Votes
  • Ap
    AP01 Nov 20, 2014

    you will be pleased to hear that today i have managed to get a court order against this company! do not let them rip you off! happy to help/advise anyone who needs to recover their money

    1 Votes
  • Ru
    Russell Herring Feb 22, 2015
    This comment was posted by
    a verified customer
    Verified customer

    As stated above I would AVOID ! AVOID ! AOID ! this company, I ordered one of their cooker hoods which was showing as in stock, and also cheaper on Ebay 10 available. They processed the order with no problem, to then be informed it was out of stock for 8-9 weeks. I then had the long process of waiting 3weeks to get my money back ! after 3 or 4 calls to them asking why it could not be returned straight away, other companies I've dealt with on line have been great and don't take your money and state not in stock, I'd check all the reviews as I did a little later to my regret, I'm only 1/2 an hour away from them and had problems.

    1 Votes
  • Va
    ValPhillips56 Jul 15, 2015
    This comment was posted by
    a verified customer
    Verified customer

    I ordered a digitally printed splashback from our home in SW France, having first emailed the company to check they could deliver here. I was assured they could and they got me a delivery quote, which I accepted. A few emails went back and fore, concerning size, order details etc. I paid over the phone, by card, but received an email the next day to say they couldn't process the payment as I lived outside the UK ( it was a MasterCard - accepted worldwide!) and asking me to pay by bank transfer. I did this immedieately and sent them an email asking for confirmation of receipt. That was June 19th 2015. I didn't hear anything so after the two week expected delivery time sent an email asking for an update. No reply. Sent another 4 days later - no reply. The next day I rang Customer Services to be told it would be looked into and the person I spoke to would email me within half an hour. An hour or more later I received an email from the person I had ordered with, Nathan, who stated they were 'chasing up' the payment with accounts and would be in touch as soon as they had confirmation of receipt and apology for the delay. Not impressed I emailed back to say that I was concerned that nearly £100 had gone astray and asking for this to be sorted out by the end of the day. No reply. I forwarded screenshots of my online statement, showing date and time of the transfer and also a screenshot of the record of the transfer, correct bank account number, reference number, sort code etc. Still no reply.
    This morning I rang to ask what was going on, to be told by Matt that Nathan wasn't there (convenient!) and that checks would be made with accounts to verify payment. I told Matt I wasn't happy, having been told this the day before. He stated that the woman who had dealt with my phone call yesterday would be the best person to talk to. He put me on hold to go to get her. Surprise, surprise - she wasn't available to take my call and he would get her to email me as soon as possible. I told him that this wasn't good enough and that I expect to hear back today that they have sorted themselves out, or I am cancelling the order.
    So now I am waiting...Not impressed at all!!!

    1 Votes
  • Cl
    Claire Hyland Apr 08, 2016
    This comment was posted by
    a verified customer
    Verified customer

    Useless, ordered splashback it arrived okay, but table savers were damaged, after almost 4 months, I finally received replacements to find bad finish again. After dealing with customer services and the rude man shouting down phone at me. Avoid!!

    1 Votes
  • Ai
    Aidan Mulrooney Jul 11, 2016
    This comment was posted by
    a verified customer
    Verified customer

    All i see is people with anger, Luxair hoods are quite the professionals when it comes to cooker hoods, why not see for youself luxairhoods.com

    Comments

    0 Votes
  • Va
    ValliDundee Nov 24, 2016
    This comment was posted by
    a verified customer
    Verified customer

    Wish I had read this site before also dealing with them and receiving similar problems.
    Two years ago I purchased a cooker hood from them and this year it mysteriously broke down. I had my installer check it out and when he contacted Premier they strangely managed to tell him that it was a faulty electric control board item. They denied it was a reoccurring fault but this seemed strange since they were able to diagnose and recommend repair to him after brief mail.
    Anyway, this was August 2016 and I asked him to order spare part as recommended, then after many contacts with them he now advises me that they will not have these spares till after Xmas.
    Very disappointing service since I only see present way to fix this is to buy another cooker hood ...WHICH will DEFINATELY NOT BE FROM THEM
    People be very aware of this company, since if they sell you an item with a Warrenty, it is WORTH NOTHING

    0 Votes

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