Appallingly inaccurate website…beware delivery is anything but express.
RE the reply below, the delivery date at checkout was Easter Monday, 6 April….if not a Bank Holiday, this would have been the next working day. I paid for the same express service, justifiably expecting delivery on the 7th or 8th by Parcelforce or DHL as detailed on the company website. Instead it was sent by DX, there was a ‘by your chosen target date’ on the confirmation, and an email issued on 7/4 with a ‘target date’ of 9th April. Express Delivery Services @£10 do not have target dates, they are next day - a fact which DX have acknowledged this, along with their nationwide delivery issues on 8/4. …Karcher JHS are able to take this up with DX, and should not be passing delivery failurs and costs onto customers - as proven by the fact that the chargeback took less than an hour. I informed the company I would exercise my rights to refuse late delivery and request chargeback, should they continue to refund the difference between standard and express delivery. There was no response. Any attempt to justify the retailer’s perspective is both late, and already proven as wrong in terms of consumer rights.
I also recommended the retailer maintains an up to date and accurate website, I was away from 9/4 and would not have paid for an ‘express delivery’ taking up to 3 days, at checkout it was quite clearly next day!
Appallingly inaccurate website regarding delivery. Paid for express delivery, expecting DHL or Parcelforce/Royal Mail as per website. Checkout delivery date was 6/4, Easter Monday, realistically expected it the next day, 8 4 at the latest.
Suction Hose sent by DX (large item service), target date 9/4, will be away…
Asked for refund for express delivery charge, as not sold what was advertised, quoted a load of excuses from website, and delivery within target date - that’s only possible with part loads, not the DHL/Parcelforce services advertised - shamefully poor representation of Karcher’s customer service.
“ Express Delivery Service
Our Express Delivery Service is for items of any weight. Your delivery will be fully tracked and is delivered either by Royal Mail, Parcel Force, DHL or a member of The Pallet Network (TPN).”
Have written formal request for delivery refund in response to poor email - will update, not holding out much hope, but will copy to Karcher - would have bought in DIY store had I known.
Update: This part of return email - I will refuse delivery, inform Trading Standards, and initiate chargeback, have completed the job as planned before break. The below phrase is no more than a dodgy get out clause…DX is not Parcelforce/DHL Express. Plus, in order to claim later date was agreed at ‘point of sale’, sent a supposed screenshot of checkout, which is, in fact, the confirmation email.
“ As we explicitly state on our delivery information page that our services are NOT A GUARANTEED SERVICE and are provided as "Target Dates," and because we are delivering within the timeframe that was communicated to you at the point of sale, the service is being fulfilled as advertised.”
Let’s be really clear, this was £10 express delivery on a £24 item, the refusal to pay the difference of at most £7.50 between Express and basic service @£2.50, when clearly the DX service has not cost £10 is the very definition of poor customer service. DX next day is only £8.99 to the public, never mind bulk business contracts……
Update: Rescheduled delivery cancelled with DX & returned to retailer.(took some effort). Full refund issued via chargeback. Remember, Retailer is responsible for dealing with courier services when they fail, not the customer.
8 April 2026
Unprompted review
