RGBDirect.co.uk - www.rgbdirect.co.uk

Absolutely disgusting customer service.

Placed an order for a small item which I was charged £9.99 for delivery (nearly twice the cost of the item)

I then realised that I had ordered the wrong item, I emailed their “customer service” email and thought that would be the end of it.

Two days later the item was put through my letterbox. I emailed again to ask why the order was not cancelled and again I did not get a response.

I put a claim though PayPal and they were VERY quick to respond to that, saying they had not had any emails from me and that I could return the item at my own expense which I would then only get a refund for the item, not the postage. So I would be out of pocket for the £9.99 delivery and the cost of returning it!

I emailed through PayPal advising which email address I used (the one on their site which is used to send out order confirmations and also their site says to use to contact them) and that I wanted a full refund and they could sort out collection.

Once again they ignored my message through PayPal so I emailed AGAIN which AGAIN they did nothing about.

PayPal closed the case this morning while I was waiting for a response saying I missed the deadline to escalate the case to them.

I’ll be issuing a chargeback through my card company and leaving feedback wherever I can.

Shop elsewhere

So I bought a TV for £3800 on finance. The tv was meant to be brand new as it was listed as brand new. Once the finance goes through they call me saying it is an ex display model. I was furious because Ihave just done a credit check for a used TV. I then decided to try other places for the same TV but they refused the finance as I had already done one and had ruined my credit score.

Then I go back on RGB website and can see that they have changed the title to “ex display” to cover their back. I called back to say this is mis selling and they then said if you buy it in one go Then they will give me a lousy £200 off. They guaranteed the TV still has the sticker on it and is perfect and been behind the window so nothing wrong with it.

I bought the tv and 2 days later it was delivered . In the delivery I was promised that they will help me to take the TV to the room of my choice. The delivery people said they can’t do it. I looked at the TV and the box was damaged and the instruction manual was literally SOAKING WET so I got worried.

After 5 hrs I managed to get some people to help me with the TV and I set it up and as soon as I turned it on I noticed the whites are discoloured on the TV and now look pink in the top left and bottom right. There is clearly screen damage.

I had enough by this point. I called the aftercare and explained the issue and they started giving me excuses about that I can call Samsung to sort the issue or send the item back for full refund however I need to take the item and put it in a box and take it down for them. They basically knew that the box was damaged and impossible to pack again and they knew that I cannot take it down with no help. They needed helped in the first place .

I then said I have been Missold by the company and the guy basically said that credit score being ruined is not their issue and that he will not get anyone to bring the tv down.

He then offered me £50 of refund to keep my mouth shut and not take this further. He said he will not want to offer anymore because they will lose money.

First of all they are breaking the law by selling used products as new , then they say they will not want to lose money so clearly show customer service means nothing to them. They keep sending you to the manufacturer even though it is their own fault.

Please please please avoid this company. Their return basically makes it impossible to return even though the TV arrived 24 hrs ago. Save your money and go to companies like reliantdirect or John Lewis. They are trustworthy. I am now going to take this to trading standards and financial conduct. 

one person tried to help. Unfortunately his managers and the other guy shut him down and don’t let him to help. He deserves a better company to work for.

So yeah, AVOID!!

Ordered online and they're pitiful. Awful customer service and best avoided in my opinion. Try to squeeze extra cash out of you if their couriers fail to deliver even when the failure to deliver isn't your fault. They might be cheap, but they offer cheap service.

Ordered A 43 inch Samsung TV, which was collected and returned to RGB over a week ago at the time of writing this. They've stopped replying to my emails and haven't told me anything else since. I paid using paypal and funded the transaction with my credit card so I'm confident I'll get my money back. I'd just prefer to avoid the aggravation.

If you can help it, pay a little extra and go to somewhere with a better reputation. Good after sales care is worth it, trust me.

Bought a new LG TV and less than three months it has developed a fault. Tried to contact the store as it is less than six months and they keep passing me around then tell me to contact the manufacturer directly.

Go and buy your goods from John Lewis, you won't experience this attitude.

warning do not use this company! I had received my TV, but when opened from its packaging and switched the TV on the screen was damaged. The customer service advisor on the phone was really rude and didn't know how to talk to customers. I should've read all reviews before purchasing from this company.

I made the mistake of buying a Hoover Washer-Dryer from this company, rather than locally. Once I received the washer-dryer I was puzzled by the very limited options it has for drying. I had based my experience on my previous Hoover Washer-Dryer, which allows the dryer to be used separately, for example if you just need to dry a few clothes for say 10 minutes. I contacted the company very soon after its receipt, to see if they could help with the options. They referred me to Hoover Support who agreed that the washer-dryer had only a limited function as a dryer. I advised RGB that the washer-dryer was not, therefore of use to me. They ignored my email and I had to email again; and again I was referred to Hoovers' technical department, so that was of no help. I advised the company that I would like to return the washer-dryer and was initially told that I could not do that as the machine was not faulty. I pointed out that it was not necessary for the item to be faulty for it to be returned (the distance selling regulations give customers the same rights as if the item was examined in the shop). Reluctantly what is laughingly called the 'service' department had to agree that the item could indeed be returned but there would be a charge of £35 for the return and there might be other charges if once returned RGB decided so. I would not and do not trust RGB Direct to be an honest and straightforward company, so could not trust them enough to return the washer-dryer. I will just have to put up with it; in part Hoover are to blame for incorrectly describing the washing machine as have a dryer - it does not in any meaningful sense. But RGB Direct were without doubt one of the worst companies I have dealt with. So what do I conclude? Buy locally, it might cost you a bit more but you have rights that will be respected. If you have to buy at a distance choose a company that will treat you as a valuable customer. Never again will I deal with RGB DIRECT.

Disgusting service. Ordered Next Day delivery by noon on a Wednesday and promised a Thursday delivery. Nothing arrived...phoned at 17.20 to be told I missed the 'cut off' point of 3 pm on day of order (?!) thus delivery will be on Friday. Not impressed with call handler who contradicted himself several times, interrupted myself and refused to cancel order for me until I miss the delivery whilst in hospital & working tomorrow. Asked for manager to call in the morning then told she won't be in until Monday. NOT a good first experience.

Was told I needed the name of the guy in Internet support I spoke to on Wednesday yet his name wasn't on the email from him nor did this call handler offer his name until I asked...might want to review company procedures there!

Ordered a TV from them. Actually looked at their website first then called them and ordered it over the phone. All agreed - price and everything. Got a Email link to complete the purchase and left my card details.

When I chased for a delivery slot they admitted they sold it a bit cheap so they wanted to just cancel the order and forget about it ... or add on 25% to the order cost and then they would actually deliver the item.

Absolutely shocking. Worst experience in many years internet shopping.

Easy - just stay well clear.

We purchased a washing machine and fridge freezer from the Ilford store and unfortunately we had to cancel the purchase a day later due to the house renovations not being completed on time and difficulty getting the items up to our second floor flat. The member of staff who served us on the day and with the refund was very helpful, pleasant and not pushy at all.

The service in this store especially from this one particular salesman (can't remember his name) was professional but without the pushy salesman act and we would definitely use this store for our other appliances and recommend it to others. Good customer service goes a long way!