GlenDimplex Avaliações 

I bought a Quantum Storage Heater which works with Economy7, allegedly. My fitter had some questions but the person he spoke to was obviously working from a script and had no idea about the product. It receives off-peak feed but produces no heat.
Subsequently, I had three conversations over two weeks with equally ill-informed individuals when eventually one of them spoke to an engineer (hooray!) who though it needed a replacement charge controller. Ordered on 27 May and fitter booked for 2 June - no part so fitting cancelled and rebooked for 8 June. When not received, spoke with someone quite switched on who said that the part was still in Ireland awaiting customs clearance (hooray for Brexit). Engineer cancelled but part then received on the 9th. Next booking handed to their Consumer Appliance team who came up with 23 June. Received voicemail to say fitter would be there between 10am and 12pm. Time came and went along with 1pm, 2 pm and finally I left the empty flat at 4pm. Numerous phone calls, despite being unable to locate on their system, eventually established job was with Trevor Hill whose phone was permanently switched off and messages left to contact me. Discourteously, he did not. They would not provide me with his mobile number - yet another misunderstanding of GDPR. Again made calls to their CA team, generally waiting up to half an hour for a response, if any. Will now have to make another appointment to get the part fitted - ideally not by the uncommunicative Trevor.
I very much regret that I am unable to recommend Glen Dimplex to anyone with any expectation of an efficient and effective service, or indeed, any service with a modicum of competence.

Our Belling Range Cooker came with the new house when we moved in mid-March this year. The main oven did'nt work. I called Customer Service and after a long wait spoke to one of the team. We discussed that this one oven has not heating and that it was tripping the main house consumer unit. We agreed that the likely issue was a faulty element. They checked with the Technical Department whilst I was on the phone who confirmed that the heating element was available. I went ahead and booked the engineer service call at £155. Service Ref: CC-1337950

Two weeks later the engineer arrived as expected, but without the spare parts. Belling has not sent them. He called up his base and it was confirmed that the parts were in fact obsolete. He informed me that the heating element was indeed at fault, and that I could get at least a partial refund or perhaps a full refund in this situation.

I contacted Customer Services, explained the story. They basically ignored the issue and refused to deal with the problem or offer a refund.

I insisted that they raise a formal Customer Complaint (same reference).

After 4 weeks of waiting for the complaints team to contact me, I rang Customer Service again. They promised to escalate my Complaint and that I should get a call back within 24 hours !!

That was over a week ago, and I am still waiting....

Funny thing is that we really like the old oven...it's brilliant. We had been discussing buying another one (over £1000) when we redo our kitchen... but this shocking Customer Service and support and maintenance has put us off buying this brand.

Also now that I have read all the Trustpilot reviews I am now warned off any GlenDimplex products.

Having waited over 3 months for the arrival of a new Brittania range, with Glen Dimplex sitting on my money throughout that time, I was alarmed to discover that within 2 days of final delivery it had developed an electrical issue, where the whole thing seemed to be shorting and was therefore a potential fire hazard. When I called to request a replacement I was told that I could have it repaired which basically meant that an oven that was 2 days old would be a refurbished product. When I threatened to cancel the order entirely they finally agreed to replace it and I have been waiting for the last month (still having to use the dangerous appliance that they supplied) to receive the new one. The courier has just let me know that having promised to deliver this week (and us having organised for someone to be here all week to accomodate their unbelievable 13 hour delivery windows) , that will now not be possible and because we cannot now be here on the date they have finally offered we have to wait another 2 weeks.........with the fire hazard continuing to short away in the kitchen. When I referred this back to Glen Dimplex, whom the contract is with, I've basically been told that there is nothing they can do. Do not do business with these people!

Our stoves cooker developed a gas leak so we called the helpline and had to pay £155 for parts and labour for an engineer to come out. When he came he told us that cooker was last made in 2006 and was obsolete. We bought the cooker new in 2016 and was still been sold in 2018. I easily sourced the necessary part online and the engineer even agreed it was the correct part.
I want the £46.10 for part & postage as glen dimplex as far as they were concerned left me with a scrap cooker.
Trying to talk to anyone at glen dimplex is a nightmare, they certainly do not care at all about customer service or helping customers.
They just want your money with no conscience

Endless failures over 7 weeks, & 3 wasted days stuck at home:
April 1: I telephone Glen Dimplex to report problem with catch of main oven door of my Stoves cooker and agree to the cost of £155, which I find the next week has been taken from my Halifax bank account. I am told to expect a text message from the engineer offering me a date for the replacement door to be fitted, which will include a contact number. This does not happen. Instead I get a very muffled call on an international line (usually the mode used by nuisance callers) which I think says something about 22 April. At no time do I receive any written confirmation/ receipt for the £155.
April 22: No call from any engineer; takes >2 hours to get through to HQ, who report that the engineer had called my home number (01235 555932) and left a message on Wednesday cancelling the appointment. Not true. Am given replacement day of 12 May.
May 12: Yes, a very friendly engineer rings up this morning to arrange the repair of our cooker, but without a door (he was expecting the replacement door to have been delivered to us). Contact HQ again and am promised that door will be sorted for new attempt on 17 May.
May 17: repeat of 12 May - engineer has no door, but comes and effects temporary repair. Contact HQ, who agree to send door direct to me. It arrives. I contact local engineer and he actually fixes it on 21 May.
This account does not reflect the anger, frustration, hours of wasted time, and sleepless nights caused by this atrocious customer service.

This is one of the worst companies for customer service I've ever had to deal with. Don't expect to get any action when you ring up, what you will get is someone telling you they will send a message to the service department or the parts department and you can "probably" expect to hear from them in a few days by text. If the text arrives, it might not, you might get what you need but if not you have to go through the pain of calling them all over again to possibly getting a resolution but probably not. So for me, new range cooker delivered in February with three items damaged or requiring repair. First visit didn't fix the problem. Second visit the ordered spare part which took over two months to arrive had worse damage than the original. Still awaiting the third visit and pick up of the damaged spare part. Shocking level of incompetence from this organisation and they clearly don't care at all.

Awful customer service. Even when i ended up being passed to the resolution team, the service was still appalling.
I also requested all my data to be sent to me over 30 days ago....still nothing! Going to now have to get the ICO to deal with them as i am getting absolutely no where!

Cooker had an annual service although working fine the day before somehow the main oven selector switch burnt out . Now been waiting months for a replacement switch which the stock department can't get hold of. What puzzles me though is I can buy the genuine spare part myself from their website

We bought a Farm House oven in Nov. 2018 and it was installed on the 8th November 2018.
This is the worst kitchen appliance we have ever purchased and yet it is the most expensive kitchen item we’ve ever bought (£644.00).
The only thing that I could give a high rating is the appearance and style (10 out of 10).

The problems we experienced are as follows:
1) The baking tray gets stuck easily and is very hard to slide in and out.
2) The seal of the bottom oven became damaged within 12 months, which makes the bottom oven less efficient. It takes much longer to cook or warm up food. (it was eventually replaced today by a Belling engineer today (26th March 2021). As a result, the top of the oven door is badly damaged.
3) The bezels became damaged within a year, which was replaced.
4) Finally, the cooker stopped working and kept tripping off our power supply.
5) then the cover of the oven light cracked and broke into two pieces.
As a result of the electrical failure, we had to take out a repair policy from Domestic and General, which costs £24.00 per months. We felt that we had no other option, but to take this route. Otherwise we had to buy a new oven. Given this oven is only two years and four months old and we paid (£644.00 for it, we did not want to do that.
Our previous oven, which costed less than half of what paid for the Belling’s one, lasted fifteen years and never had any problem before a major component failed.

We feel that for such an expensive oven, the quality is appallingly poor. We only used it for two years and four months when a major fault occurred. On top of that, we were forced to take out this policy (it will cost us £144.00) to have the oven repaired.
While we were waiting for the problem to be fixed, we had to resort to microwaved food and takeaway, which again costed us money.
All I could say about this product, apart from the appearance, it is bad, bad and bad.
I contacted the company before I posted this review, the response was what I had expected. They could not do anything about it.

How long DOES it take to get a new facia for a cooker??? This has gone on for months.

The cooker is now dangerous as the grill element has dropped to a dangerous level where it will touch the food when cooking and could catch fire.

From the start Glen Dimplex (Stoves) were very unhelpful about the poor quality of the cooker and tried to get out of doing anything to put it right. Having logged a complaint on the stoves.co.uk website no one replied.

When I rang the number listed on the stoves website the representative said that stoves.co.uk was not their website and gave me an email address that did not work either! She also could not give me the details of the correct website.

The representative did not think it was dangerous that the oven could catch fire when cooking and said I needed a replacement bracket for the element.

As the cooker is 23 months old Glen Dimplex (Stoves) were more interested in selling me expensive cover, rather than the fact that my cooker was not fit for purpose and had become dangerous.

Since the email the representative gave me did not work I rang back to get the correct email address. I was informed the previous email I had been given this morning did not work and was an old email. Stoves seem to be trying to make it very difficult to lodge complaints.

Having called back in, the second representative had a different view to the first representative and admitted the cooker was dangerous and said I should not use the grill anymore as the element had failed. However, she said it was "unfortunate" that the element had gone and that elements could go at any time. She was not surprised it had gone so quickly (less than two years), which just goes to show the quality of the product. She claimed elements did not last long, which seems odd since the internet states otherwise.

Glen Dimplex Stoves are a terrible company to deal with and I would never buy their products again, which are of a very poor standard. I have escalated the complaint but their first line representatives all seem most unhelpful and more interested in generating more income for the company.

Ruben from Euromaid customer service has rectified my opinion of Glen Dimplex. I had a problem with my Euromaid dryer, but after Ruben’s intervention, everything was made right again. Excellent service, thank you. I hope my future dealings with Glen Dimplex will be more positive.

After 2 years our Glen Dimplex integrated larder fridge started frosting up on the back wall. After a long and tedious phone call with the repair people we were told that a call out charge would be £150. We did fill warranty cards out for repairs to said goods but the customer services person could not find sight of this warranty !!! We are now in the position of ripping this fridge freezer out of our new fitted kitchen and having to buy a new one.

Not interested in supplying replacement parts for Brittania hob unit. Could not be bothered even replying. Would not recommend contacting this company

When our Belling cooker stopped working I decided to use the actual manufacturer (Glen Dimplex/GDHA) to effect the repair as I felt more comfortable that genuine parts would be used and I would get a better service, although it was much more expensive to do so. Because of this, I didn't think of checking their performance on Trustpilot. How stupid do I feel now?

Having just had a nightmare customer care experience, which I'll describe below, I have looked at their reviews on Trustpilot. Had I known how bad these reviews were, I wouldn't have gone near them. Here is my experience.......

I phoned on 15th February to book an engineer call. The person initially said no engineers were operating in Scotland due to coronavirus restrictions. I knew this to be wrong and explained that engineers were allowed to provide emergency cover and this was an emergency as our cooker was not working! The person then checked and discovered that I was right. Why did they not know the correct situation in Scotland? He then arranged a visit for 24th February, 10 days away, as this was the earliest date available even for an emergency. Full details of the cooker, its age model and even its serial number were asked for and provided by me. This was to ensure that all parts would be available when the engineer visited.

When the engineer visited on 24th February he was unable to complete the repair because he didn't have the part needed, having already used such a part at another call out that morning. Why did he not have the parts that were needed when full details had been provided at the time the fault was reported? He said he'd report back to his company and I would get a call from Glen Dimplex later that day to say when the part could be fitted. He indicated that it was a common part and that it should be done quickly. I stressed the importance of this, given that we had been without our cooker for 2 weeks and that we had expected the repair to be completed that day.

There was no phone call from Glen Dimplex during the day and I tried to call them just after 5pm only to find that the office closed at 5pm. I then tried to send an email using the email address that they had previously used to contact me. This was returned with a message saying that they only accept emails from within their company and a list of pre-authorised email addresses!

The next morning I received a text message from Glen Dimplex saying that an engineer had been arranged for 29th March, over a month away! I phoned Glen Dimplex to explain that this was totally unacceptable and that, if something better could not be offered, I wished to cancel the entire arrangement and have a refund. I was told that this was the earliest date and that the engineer had noted that the fault was non-urgent. Why did the engineer do this despite telling us he would arrange for the missing part as soon as possible? When I said that I wished to cancel I was told that I could not get a refund! I am now intending to contact my credit card provider to discuss the matter with them.

In short, despite them being a "big name" in the domestic appliance industry, I would not recommend them in any way. Indeed, I would also avoid buying any of their products to begin with as the level of support for maintenance is utterly incompetent.

Although the oven itself is great, trying to get through to spare parts is almost impossible 3 times I have been kept on hold for between 15mins & half an hour only to be disconnected. I don't want to make a personal attack on any one person but Abdul is the main contact who is not getting back to me. I'm going to try again today even though I don't really have a spare half hour to wait.

Appalling experience . Had an integrated fridge freezer as part of full kitchen refit. After 18 months fault developed arranged for engineer to visit after explaining fridge was frozen up . Engineer visited and declared unrepairable . Being denied refund for engineer call out only getting £30 and not the £150 paid as I wasn’t explicit saying freezer had ice on back wall .
Now left in debt having to buy new fridge freezer should not be necessary after 18 months.

Terrific experience with retail team leader Mitch H, he looked after me as a customer and went above and beyond

Our dishwasher is less than 8 months old but has not been working since November. The agents answering the phone are always very helpful but about 6 people have told me that they will get back to me within 24 hours but not one did. Will never use them again!

Terrible service, simply pushing the issues rather than solving them.
They were given a job through dimplex to fix a heater that was faulty. on three occasions a date was arranged and every time they cancelled or didn't turn up. After ringing the mechanic in Edinburgh five times to understand his reasoning all he did was fob me off and agreed he was doing a bad job. Apparently, even his boss was asking why the job is still live after one year of waiting for the guy to come out he passed the job on once more. I don't think i have experienced service as bad as this ever. I would never buy Dimplex ever again!!