Domestic Heroes

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Reviews about Domestic Heroes

• Joe Trobisch

  15.10.2018
  ★ ☆ ☆ ☆ ☆
  A disappointing experience – our double-oven developed a fault and was over-cooking food and reaching obscene temperatures. After a quick search on the web, I phoned Domestic Hero’s to request a call-out to ascertain whether the oven was worth repairing. The initial service provided was great; the team were fast in coming out (1st Nov) and the engineer was polite and professional. The engineer diagnosed the problem quickly and told us new parts were needed and that he would send us a quote. We received the quote promptly and I agreed to the repairs over the phone.
  
  The repairs were carried out, and again the engineer was fast and professional. The newly repaired oven seemed to be working great, but, unfortunately, it only lasted three weeks (22nd Nov) before developing another fault. This was even more disappointing because in those three weeks we had only used the oven a hand full of times.
  
  Naturally I was disappointed that I had spent £200 repairing the oven for it to only last three weeks. My wife was also quite shocked because it had actually caught fire at the rear of the oven. I phoned Domestic Hero’s because I thought it was a reasonable expectation that the oven should have lasted longer than the three weeks; over the phone they explained that they were happy to take another look for free, but any new required parts would incur additional expenses; I declined as I was not prepared to spend any more money on the oven, and it was clear from the damage that new parts were going to be required (if it could be repaired at all).
  
  I guess I am disappointed because I feel that I may have been ‘lead down the garden path’ and I believe that perhaps the best advice from the engineer may have been to buy a new oven from the start; perhaps with this consideration, I am more disappointed in myself for being so naive in the first place.
  
  In any case, whether the fault lies with my own lack of judgement or the engineers, the manner in which myself and my wife were dealt with was appalling (and which led to me writing this review). Myself and my wife spoke to the manager and we both found him to be rude, unprofessional and very abrupt. He was unsympathetic and told me that it was simply my ‘bad luck.’ I can accept that the fault may be outside of their liability, but the way this message was portrayed was simply unforgiving. The telephone conversion, unfortunately, ended on a bitter note; the final message from the manager was not ‘sorry about your unfortunate circumstances, but we are unable to help,’ instead it was 'any bad reviews left will be reported as slander.’ Very rarely do I write online reviews; however, on this occasion I felt it is warranted.
  
  I guess the moral of the story is always buy new to avoid bitter disappointment!

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