Hi all,
Many thanks for taking the time to read this. I honestly don’t know what to do anymore and would really appreciate some advice.
I’m Chinese and chose Joybuy because of its reputation and service quality in China. I blindly trusted the brand and felt confident using their paid installation service in the UK, even though my boyfriend had advised me to be careful.
Instead, their washing machine installation team damaged my kitchen lino floor during the installation and also left me completely shocked by the electrical fitting behind the machine. I’m not a technician, but even I could tell it did not look right. I’ve attached photos for you to decide.
The lino was sliced/torn in a very visible area and now needs full replacement. I obtained a £375 replacement quote, which I honestly still cannot believe it will cost this much, and sent all evidence to Joybuy on 18 April, as their callback customer service member suggested.
Joybuy refunded the washing machine itself, but since then, I’ve spent weeks chasing customer service about the floor damage. I keep getting passed around, delayed responses, “someone will contact you”, and no real resolution. What frustrates me most is that this damage looked completely avoidable if proper care had been taken during installation.
I feel exhausted constantly following this up, and honestly embarrassed because I trusted and defended the brand so much. My boyfriend showed the electrical fitting photos to friends who are electrical/technical experts, and they were very concerned by what they saw. This made me even more worried about the safety of the installation, not only for myself.
I’m just one person, and this whole process has made me feel powerless dealing with a large company. I’m also worried that other people or families could experience the same thing or could be put at risk if installation work is carried out like this.
Does anyone know what I should realistically do next in the UK? I genuinely need advice at this point. Many thanks in advance, and await your valuable acknowledgement.