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Kirby Vacuum Cleaners

Gobsmacked in the U.K.

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Emma of Aylesbury, UK, writes (3/1/02):
To start I think the Kirby looks like a very good machine but the 'hard sell' tactics of the product are disgusting. The above company rang me up and said I had won a free three piece suite cleaning and all I had to do was see the end results and tell my family and friends about it if I was impressed.

I asked specifically how long it would take and they told me 40 minutes maximum. The told me they were not selling me anything, just if I liked the results I was to let people know. They told me the only catch was my partner had to be there too. At this stage I honestly thought that it was a carpet cleaning company selling their services. I asked again how long it would take and again was told a maximum of 40 minutes, then agreed that they could come round Friday night at 8pm. (I couldn't have them taking longer as I had small children).

Friday 8pm and no show - at nearly 10pm the Manager turned up to see if the person was here and was sorry when we said he never turned up - he agreed to clean our three piece suite and also the stair carpets PERSONALLY and would come on Saturday 4.00pm At 4pm they turned up and the manager mentioned the Kirby and then left a young lad here saying that the lad would now clean our carpet and three piece suite. (So not personally after all!!!)

After 10 minutes of waffle and getting the product out he used the phone and rang the manager to say he was starting. After an hour of demonstrating I asked how much longer it would be as I had to start to get the children their dinner. He said oh don't worry I don't mind if they eat around me. After an hour and a half I said that I was assured that this demonstration was only supposed to take 40 minutes and already he had been here over an hour and a half - he assured me there was only one more demonstration then he would clean the carpets and suite.

Half an hour later the manager turned up and asked if the lad was finished, he said he just had to do the carpet and suite and then he was finished. I again said to the manager that I was upset because this was only supposed to take 40 minutes - the lad said don't worry it will only take 3 minutes to clean the stairs and the suite. The manager then went on (and on and on) trying to sell us the Kirby (Remember the person on the phone said we were not being sold anything just to tell friends and family about their services.)

After two hours and 16 minutes I said to the manager that I know he had to do the `hard sell' tactics but we weren't interested as we did not have that kind of money. The manager denied doing 'hard sell' and promptly left without the lad saying he would collect him later. The lad finished the carpet and then only vacuumed the sofa (not only did he not clean it he didn't even do the rest of the suite) and left - So 2 hours 17 minutes of demonstration and 3 minutes of cleaning.

I have to admit raising two very small children I am not easily annoyed but after the company blatently lying to me about how long it would take, saying they weren't selling me anything, taking two hours and 20 minutes to sell a product that in their words 'sells itself', kept saying don't worry only one more demonstration and doing quite a few more and not even offering the proper free cleaning service they promised to do to watch "a short" demonstration.

But worst of all which I found absolutely appalling was the lad pointing to the dirt on the cloth and saying 'how much is your children's health worth to you' - how dare they try to use my children in this matter - nobody should be allowed to do this - this is not like getting a smoke alarm fitted that could save lives - this is a machine that picks up dirt.

As you can see I am extremely upset and also very disappointed in the Kirby name and reading some other complaints you have had like Rich of Pearland, TX who also was appalled by the sales tactics, I think that you should be more concerned about your sale persons tactics. Also reading below I am gobsmacked that I have to receive your weekly newsletter each Monday, and if I cancel my subscription I may not receive updates or news regarding my complaint -please tell me is my complaint not good enough for you to have a look at it and send me a personal reply!!!!

Mariella of Malta (12/26/03):
I purchased a Kirby Generation4 10 years ago and it has given me years of cleaning. Latley the fan broke and a few days ago as i plucked it in there was a loud bang and smoke. I had an electrician check it out for me. My complaint is that I have for the last few months been trying to buy from the internet the parts I need however to no avail -- it seems that the local agents in Malta have given up the agency leaving us (all the people who own a Kirby on the Island) without anywhere to buy our parts, I would greatly appreciate it if I could find anywhere from where to buy these partes preferable in Malta or at least in England.

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