[Janelle Ward]

Consumer advocate CHOICE surveyed more than 5000 Australians about their experiences buying electrical appliances in the past 12 months, both online and instore, to help you shop with confidence.

For physical stores, they asked participants to rate the range of products and brands, value for money, customer service, delivery and after-sales service.

For online stores, CHOICE asked much the same, but added ease of using the website, payment options and the returns process. Only stores that had more than 50 responses were included in the results.

BRICKS-AND-MORTAR STORES

Winnings Appliances took out the top spot for overall satisfaction with praise for its customer service, after-sales service, range of products and brands, and delivery service. Retravision, Betta and Bing Lee scored almost as well as Winnings. Retravision’s after-sales service and value for money were high, while Bing Lee’s after-sales service didn’t rate quite as well as Winnings, Retravision and Betta.

Worst store for overall satisfaction was Kmart. CHOICE says it consistently rated lower than other stores in almost all categories except value for money. Kmart had low scores for range of products and brands, and many survey respondents said it was difficult to find customer service instore.

Best stores for range of products and brands were Winnings Appliances, Retravision and Bing Lee and the worst were CostCo and Kmart.

Best stores for value for money were Retravision, Winnings Appliances, Betta, Ikea, Bing Lee, Costco, Kmart and The Good Guys. Worst were David Jones, Myer, Mitre 10, Harvey Norman, Officeworks and Bunnings.

ONLINE STORES

The best online store for overall satisfaction was Appliances Online, which topped every category in the survey. The worst for overall satisfaction were Dick Smith and Kogan.

The best online shops for range of products and brands were Appliances Online and Winnings Appliances; the worst was Kmart.

The best for value for money was Appliances Online and the worst was Harvey Norman.

Do those results back up your experiences when shopping for appliances?

[Pacahawi]

I bought a great pressure cooker from Aldi a few years ago.

Worked wonderfully until the gasket started to leak – and I can’t find one anywhere to replace it!

Annoying and disappointing! 😛

[johninmelb]

I wouldn’t walk into a Harvey Norman shop even if they were giving stuff away free.  I loathe and detest that organisation  with a passion.

[PaTuSom]

Fully agree with you johninmelb!

[Jeff]

Would you care to say why?

[David Ryder]

I guess these are overall experiences, because occasionally you can find the best deal at any of the stores covered. In other words it pays to shop around.

[Poppa Bear]

Bought a rotary clothes line at Bunnings recently. Took 2 extra trips to the store to get it delivered (for $80!!!) and another 2 trips to arrange installation. Both of which they promote as available. 

Bought a leaf blower 2 months ago, about to go back for the THIRD time to try to get a dust bag for it. Optional extra yes, but try actually getting one!

Lower prices may well be the beginning, but it goes rapidly downhill from there. 

[FrankC]

We have bought major appliances from Appliances online/Winning appliances  when living in Qld. , and have been very satisfied. with their Customer , and after sales service. Have noticed Harvey Norman items are overpriced, so I avoid them  We don’t have Appliances online in Tassie, we have H.N. but  ignore. We use Fergie’s Betta electrical in Launceston, for price and service . including delivery to Latrobe 98 kms away, for a very sensible  and nominal charge ..

[Sandy]

I wouldn’t go past Appliances on Line.  Their prices are good, delivery free and the next day and they take away the old appliance.

 

[Frankly]

Location would have an impact too. Overall i agree with the assessment. Value for money you can’t beat K Mart though. Bought at least a dozen appliances there and all still work. 

[Polly]

Harvey Norman do not comply with “not for purpose”. I bought a printer which would not work, returned it & am still waiting for refund – 9 months!

[Author]

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