Russell Hobbs Avaliações 

Rated 1 out of 5 stars

A masterclass in bad customer care

I bought a Russell Hobbs cooker for my tenants, assuming I was buying from a reliable, established brand. Unfortunately, the cooker proved otherwise.

Just over a year later, one of the hobs failed while still under warranty. Russell Hobbs arranged a repair visit, but the engineer was unable to fix the fault and decided the cooker would need to be replaced.

So far, so good.

My tenants then went through the inconvenience of having the old cooker disconnected and removed in preparation for the replacement. When the replacement finally arrived, it was badly dented and damaged.

The delivery team installed the "new" cooker, acknowledged the damage and advised my tenants to contact Russell Hobbs to arrange either a replacement or compensation.

This is where the customer service experience became truly impressive.

Russell Hobbs informed me that because the damaged cooker had been installed, they would not replace it. Apparently, installation magically transforms a damaged appliance into an acceptable one. Neither my tenants nor I were told that allowing installation would waive our right to reject the item.

Their opening offer of compensation for a heavily damaged brand-new cooker? £25.

When I objected, explained the circumstances, and requested a replacement, they increased their offer to £40.

To summarise: a cooker fails under warranty, the replacement arrives damaged, and the solution offered by Russell Hobbs is roughly the equivalent of a takeaway and a bottle of wine.

The most disappointing aspect is not the faulty appliance. Products fail. It happens. The real issue is the complete lack of customer care once things go wrong.

Based on my experience, I would not buy another Russell Hobbs cooker, nor would I recommend one to anyone else.

Had an issue with a kettle that I had purchased from an on line shopping site, beginning with an A and ending with a Z.
Product just over a year old and sent in a support ticket to Russel Hobbs who are replacing the old kettle for free.
Cannot complain about the support given as A+

Bought a Russell Hobbs AC unit from Currys. The picture on the website clearly showed a bracket for use with a sash window. The unit came, bracket was missing. Had a nightmare with Currys trying to get it sorted, thought I'd phone RH and see if they could send me the missing part. This is the actual conversation that happened:

Them - "ok, I'll get in touch with the parts department and get them to send you one. You'll get an invoice shortly"

Me - "wait, no, I've already paid for this - it's missing from the package"

Them - "the unit doesn't come with this part"

Me - "but it literally shows it in the image on the website"

Them - "but that doesn't mean it comes with it in the package"

Me - "what?? It's literally shown, in the image, with all the other parts. Why would I not expect it to come with it??"

Them - "you can't expect it to come with that part just because it's shown in the image"

Me - "that's insane. The unit doesn't actually work without it"

Them - "Yeah"

Eventually they agreed to contact the parts department, and get this part sent out to me. I'd be emailed a confirmation "very shortly". I never got the confirmation, and never heard from them again. People who have used RH products have told me how much they've gone down hill in the last decade or so and now I know exactly what they mean.

Awful. Won't even think of ordering a RH product again.

Kettle failed after 14 months, lucky it has a 24 month warranty.

Rang their support line and did as requested, a short video and a few photos showing not working. Great a replacement will be sent within 5 days. So happy with that, simple process and glad kept the receipt.

Well, on the day of delivery it was refused, but we were in all day and no DPD driver knocked our door.

Why, as it was delivered to a completely different address.
So let's see what happens now.

Resolved an issue with a faulty steam iron quickly, asking for a video of the problem and then quickly dispatching a replacement.

The Russell Hobbs support team responded very quickly when I contacted them about a kettle which had ceased to work after just over 1 year. After supplying some information including a video, RH will replace the kettle. Simple and no fuss.

Bought a kettle and toaster direct on their website. Within a few weeks the lid of the kettle fails to close or spins open mid boil. Sent them an email. They asked me if had cleaned the product as requested, had I tried to fix it, can I take a video of the fault? It's a 30 quid kettle if I tell you it's faulty, it's faulty? Why do I have to jump through hoops to prove this?

Elena was very helpful and assisted me with the problem I had with my kettle which wouldn’t boil. After completing the video and sending it to her, she agreed to replace the kettle. I was very impressed with the service which I received from her today, She was very patient and we didn’t feel rushed as we were trying to do the video for her.

I purchased a glass kettle from them and after a year of use, it developed issues during operation.
Making contact to Customer Service whilst the product was under warranty was easy and simple.
The response and conclusion was swift and effective with a replacement product supplied.
A business that backs up its warranty with great customer service.

I ordered a toaster as a house warming gift unfortunately when opened the toaster did not work on one side. All I needed to do was email russel hobs directly they needed a few photos evidence of the fault etc.. and they sent a new one out within the week. Super fast responses great customer service

Toaster stopped working, it was still within the warranty, contacted Russell Hobbs customer service. I spoke to Nicoleta a very friendly and helpful lady who assisted me in sending her the necessary evidence to support my claim. After receiving the information she quickly replied and advised I would receive a new toaster in 3 to 5 working days. First class service thank you Nicoleta.

I had an issue with my air fryer. The support service responded quickly and respectfully. The issue had resolved itself and a shipment wasn't needed. But it's good to know that in case the issue shows up again that I'll receive prompt and professional help.

Never ever again will i ever purchase a russell hobbs device .
Item under warranty item sent back .
Call made and told it will take 10 days to be replaced ????? How insipid is that for a big world wide company like russell hobbs?
Item apparently delivered but never received, as it was not delivered to my safe place sign on my front step.

Reported and i have had to again chase them as to when it will be delivered .

Another three days after the weekend so i have to make yet another call .

Customer service provided a few good advisers who spoke politely then a very rude female who spoilt the good repoire I had started to have with sebastian .

The service has remained sloppy and arrogant & and its as all recorded.

I am still waiting for my toaster and it will only get worst because its going higher , until i get my toaster because its still under warranty .

Pathetic service !

JJ NEVER EVER WILL I EVER PURCHASE A RUSSELL HOBBS PIECE OF EQUIPMENT. BETTER ONES OUT THERE WITH BETTER CUSTOMER SERVICE !

THREE BLOODY WEEKS WAITING !

My steam iron thermostat broke. After speaking to Chris online about the fault, answering questions about iron and providing purchase receipt a replacement has been sent out as iron was still under warranty. Excellent efficient customer service 👏

Had to contact Russell Hobbs customer service and spoke to a gentleman named Chris. He was so helpful with the problem of my steam iron over heating and burning clothes. Chris then organised for a replacement for me.Cannot fault Russell Hobbs customer care at all. He is credit to Russell Hobbs company.

Completely positive experience from the team there, thank you!

Although there was a problem with the website, I was able to contact Russell Hobbs by email and arrange for a replacement kettle to be delivered under guarantee when the switch failed.

The kettle itself is excellent - very quiet, quick boiling and pours well. I would highly recommend the kettle.

Great and fast customer service.

Although the colleague was quick to message as I’m a bit of a technophobe I did find the instructions difficult to follow and felt like I was getting chasing emails before I had chance to reply. That said my problem was satisfactorily resolved and I am very happy with the outcome.

Whilst there seemed to be an issue with my registered email account, the team managed to recognise the issue and supported the replacement of the old unit.