Appalling service - Avoid
I wrote the review below linked to AIT in my appalling delivery experience. However, AIT staff in Britain (thanks Ryan!)have been very helpful. I am in Northern Ireland and all of the delivery issues have been due to multiple failings from Montgomery Transport Group who act as agents for AIT when delivering items purchased from Samsung’s website with delivery in NI.
There has been no communication with Montgomery, they have promised delivery five times and persist in sending a two-person crew when three are needed with the three-crew requirement clearly stated on the paperwork. They have now decided that they are not able to deliver the fridge/freezer at all.
Absolute and disgraceful incompetence and no customer focussed support. I will be using the Small Claims Court system to recover my time for five days off work with no fridge delivered, and spoilt food. It is their choice whether they resolve the matter before then, but based on their shambolic approach I doubt it.
Update 3: 14 May, Montgomery seem to have decided that they are unable to deliver and install my fridge freezer and I must cancel the order with Samsung. Five days off work for nothing and a delivery company incapable of organising a three-person delivery.
Update 2: Another day, another failed delivery on 14 May. Once again AIT sent a two-person team despite the order stating that a three-crew delivery team was needed. How is it possible to get this wrong four times! This time, with the delivery scheduled for between 9am and 11am, the delivery crew arrived at 9.30, only two of them, and took a couple of photos of the steps at my front door. They then drove off without ringing the doorbell or letting me know the delivery had failed. So I waited for four hours before contacting AIT only to be told, after bing on hold for 30 minutes, that the delivery had failed. I would still be waiting if I hadn’t called.
This is the fifth failed delivery with associated time of work. I will be making a claim for costs based on my hourly pay rate, and damaged food in my freezer, as result of removing everything from the fridge/freezer four times and the old fridge is being taken away and needed to be defrosted. Cumulatively the food has been out of the freezer for more than 10 hours so I don’t want to risk eating it now. If necessary I will make a Small Claims Court claim which I would expect to win.
Total and complete incompetence.
Update: The third delivery attempt for my fridge, on May 8, failed again. Installation last time failed as a team of three were required as the fridge is heavy. So this morning another team of two were sent out. This is almost laughable. I’ve now had four failed delivery dates and three failed deliveries.
I also received a response from AIT concerning my original review. You will see that AIT paste in a response to poor reviews that they will be in contact. In essence all the response said was that they were sorry. There was no encouragement to follow up. Having now taken an additional two days off work, with a third coming when delivery is attempted next, I am expecting significant compensation. My hourly rate for missed work is £38 a hour based on my salary which mounts up after three failed deliveries. Well worth a small claims court case with such catastrophic incompetence.
Original review 5 May 2025:
Awful experience. Apparently my first delivery was cancelled mid-afternoon on the day of delivery as the delivery van was involved in a crash. Tracking suggests it didn’t leave the warehouse. Second delivery, with no as promised contact the night before to confirm delivery slot, cancelled because I hadn’t arranged the removal of my old fridge. When I made clear I had, delivery had to be cancelled because they couldn’t carry to fridge to my first floor kitchen, even though I had told them about this. Third delivery attempt scheduled for 8 May. I’m tempted to cancel the whole thing. Two additional days off work and the saga goes on.
