RSM Domestic Appliances (Knaphill, Woking) Knaphill, Woking GU21 2PS

"Deceitful, scamming behaviour A similar incident happened a few years ago with RSM Domestic Appliances Knaphill, but because I had just given birth I thought it was me having baby brain that I wasn’t remembering things, rather than the shop being deceitful. I took a hoover to get serviced at the store with my toddler and was told by a lady working there it would be £25 for the service. I remembered from last time that at collection, they claimed I needed to pay an extra £15 or so because of VAT (which I did), so I asked them if there would be any other cost / servicing charges / VAT etc, to which the lady said no. I explained that I had a another hoover at home so would only decide on servicing this one depending on the full price. She again said there would be no further costs. Another gentleman at the desk said there can be, but they will ring and confirm with me if any other parts are needed before they go ahead with ordering. I said I was really not interested in parts or further work on the hoover. They rang me a few days later when I was at work so I couldn’t answer. A couple of days later, I rang them for an update. The lady answered and said there was an extra £17 to pay. I was obviously taken aback by this and said I was told there would be no other costs. She said “£25 was a deposit if you remember what I said. . . I didn’t say there wouldn’t be any other costs”. This was just not true. I explained I had a another hoover at home and was really not bothered about this one and that I would have happily given this one away had they told me the full costs. The lady asked “Shall we put all the dust and dirt and everything back in it then?” After some back and forth she asked, “How are you going to prove that’s what I said? I’ve worked here 15 years.” I explained that the call was being recorded (all calls on my phone are recorded) and I had the receipt.” She panicked and immediately shut the phone on me. I then went to the shop and showed on their copy of the receipt where it said “Call customer with price before go ahead”. I asked why they went ahead without my confirmation, to which she said that they had left a voicemail – they hadn’t, and even if they think they left a voicemail, they are not allowed to go ahead without actually speaking to me for my approval. The lady was constantly shaking her head and then asked “So you’re going to throw a Dyson away just for the sake of a few pounds?” I explained it was nothing to do with the money, but the fact that they had deceived their customer (and now I’m sure they did the same thing last time). I asked her name; she declined giving me her name, lost her temper and said “Oh just take the flipping thing” and went off to the back of the store. Though I did not want to, I took a photo of her to let the manager know who it was who dealt with me. I wrote a public review and within minutes got a call from the owner apologising, but this was insincere and just felt that he wanted me to get my review off the internet. I think people should be aware of this scam that they did twice and the way the lady dealt with it and the insincere response of the owner."

"I took my vacuum in to be repaired. The staff were really friendly and helpful. The repair man fixed it very quickly and when I picked it up he explained what was wrong and even gave it a clean inside. Would definitely recommend to all my friends and was good value for money."

"My interaction with RSM started as I had a faulty espresso coffee machine that needed repairing. I initially spoke to them on the phone, they advised they could look at the item within two days and that they would charge £40. I took it in there the following day and it was agreed it would be looked at by Monday, this was important to me as I was going away. On Monday I called them to get an update and was advised that the engineer was "on the van" and therefore unable to complete the work in the initial timeframe offered. I then called the following day and they said they would try and have it looked at by then. By close of play Tuesday, the engineer called to say it needed a part that was circa £200 but he wasn't able to source it. He said he'd call me back ASAP once he'd been able to source the part. I never heard back from him, so on Saturday I called to say that I would be collecting my item. Not only have I had to chase them repeatedly, in the end RSM weren't able to complete the work and failed to update me as agreed. What's worse is the whole ordeal costed me £40 as my charge was 'non-refundable'. I very rarely am that dissatisfied to leave a review, but I do not want anyone else to experience the poor service / dubious charges that I encountered. Being an honest and transparent person, I said to the lady upon collection that I was disappointed with the service, to which she didn't respond. I told her I would be writing a review to reflect the service afforded to me, she replied with "I don't work at this branch". The final interaciton was an insight into the whole experience. Poor."

"Had to get a washing machine and wasn't sure which one would be best for me and my family. The guy were amazing they were so friendly and helpful really happy with my new washing machine. Great service,and great staff definitely be back."

"Very impressed with the service in this store, friendly team of staff. Always have the thing I'm looking for. Will definitely be going back."