Non-delivery and no refunds raises alarm about online retailer

WA Department of Mines, Industry Regulation and Safety
  • Online retailer attracts more than 100 WA complaints with $27,000 owing
  • Many products not being delivered and refunds not being provided
  • Warning not to purchase goods from this website with huge backlog of orders
  • Consumer Protection in WA is raising the alarm about a national online retailer that has attracted a large number of complaints relating to non-delivery of goods and failing to provide refunds.

    Since January 2022 complaints from more than 100 WA consumers have been received against Tasmanian-based company Steel & Water Pty Ltd, trading as Home Appliances Plus (unregistered), with consumers claiming to be owed more than $27,000. Numerous complaints have also been received by other agencies throughout Australia.

    The consumers had ordered goods from the company’s website www.homeappliancesplus.com.au but many items were not delivered and requests for refunds have been ignored. The website offers a wide range of items including white goods, heaters/air conditioners, homewares, lighting and health/beauty products.

    Commissioner for Consumer Protection Gary Newcombe is concerned that the website continues to accept orders while there is a huge backlog of orders.

    “It’s alarming that the number of complaints against Home Appliances Plus and the amount of money they owe to their customers continue to mount while there are obvious difficulties in filling orders,” Mr Newcombe said.

    “It’s illegal for traders to accept payment for goods while failing to supply, so they must be confident of fulfilling their commitment to deliver within a reasonable time before advertising them for sale, as required by consumer law.

    “In this case, the company does not hold the products in stock. Its website merely takes orders for third party suppliers.

    “Many of their disgruntled customers who have requested a refund are being disregarded and are having difficulties contacting the business or getting a response.

    “The operators of this retail website have also failed to fully cooperate with attempts by regulators to resolve the complaints and for the business to cease taking orders while the backlog exists and complaints are unresolved.

    “The time has come for us to issue a public warning to consumers not to order products from Home Appliances Plus as there is a high chance that the goods will not arrive and refunds may not be provided. We strongly recommend ordering these products from other, more reliable, retailers.

    “Affected consumers can also claim a chargeback from their credit provider if they have paid by credit card and didn’t receive the goods.”

    WA consumers who are experiencing delivery issues after ordering products from Home Appliances Plus can lodge a complaint on the Consumer Protection website

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