Ashley Fabics, Richard Edwards: ’Difficult time’ for Home Appliances Plus

The directors of a Tasmanian company featured on ‘A Current Affair’ and subject to at least three investigations by consumer watchdogs say their business is having supplier issues.

The two Tasmanian directors of a maligned home appliance business which has garnered hundreds of negative reviews, been featured on ‘A Current Affair’ and is subject to investigations by at least three states’ consumer watchdogs say it is a “difficult time”.

Steel & Water Pty Ltd, which was formerly registered at an address at Newnham but is currently registered at Unit 6, Level 1, 111 Macquarie St, Hobart, is behind online retailer Home Appliances Plus (HAP).

A report last week by Nine Entertainment Co stated HAP had been the subject of 119 complaints to NSW Fair Trading in the three months leading up to May this year.

Consumer Affairs Victoria is also investigating the company, the report said.

Now, the Mercury can reveal Tasmania’s Consumer, Building and Occupational Services has also joined in the hunt, after they received 37 complaints this year relating to HAP’s alleged conduct.

“Consumer, Building and Occupational Services (CBOS) is currently investigating complaints received about delivery and refund issues concerning HAP,” a Department of Justice representative said.

The representative confirmed CBOS was working with other state and territory consumer law regulators investigating the company.

A lawyer on behalf of company directors, Launceston-born Richard Douglas Edwards, 41, and Devonport-born Ashley Fabics, 45, told Mercury it had been a “difficult time” for the pair, whose young families have copped vitriol as a result of the company’s negative publicity.

Matthew Williams, of firm MKW Legal, said the negative customer experiences were due to teething pains in the business and supplier-related issues.

“HAP has serviced thousands of customers and received a significant amount of positive reviews for its service,” Mr Williams said.

“The recent negative reviews have eventuated after a period of substantial growth for HAP. “Due to issues with an Australian-based major supplier of HAP, numerous orders were unable to be delivered.

“HAP has been working tirelessly to deal with such orders and is pleased to note that it has processed thousands of refunds to date either direct to consumer or via Shopify.

“HAP has further been working to implement stronger customer service processes to deal with the influx of customers.”

Home Appliances Plus currently maintains a 1.2-star average rating on website productreview.com.au from a total of 1918 reviews.

More than 1700 of those reviews gave a one-star rating, with reviewers frequently complaining about non-delivery of goods they’d paid for.

This is in stark contrast to the 1041 reviews with an average five-star rating Home Appliances Plus displays on its website.

Mr Williams declined to reveal the total number of complaints HAP is facing.