Dualit Avis 2 970

We needed a new part for our Classic kettle and Denise in customer support sent out the part which I received the following day. I was chuffed with the service. The part was easy to change.
The beauty of the Dualit products that we have bought are repairable, prolonging the life of the products in this terrible age of throwing things away.

I purchased a Dualit kettle a few years ago. It lasted just about the warranty period before failing and they reluctantly repaired it. It has now failed again and been returned for repair but two weeks after posting, I have heard nothing. I phoned customer service this morning and was told that they do not advise receipt of items but will e mail when they have inspected it, probably about another two weeks. The products are overpriced, poor quality and the customer service is terrible.

I bought Dualit because it was made in the uk and I could have it repaired or as I thought get the spares to repair it myself. The element went in the kettle so I went on the website only to find I couldn't buy a replacement element. When I called it was explained that I had to send it in for repair and that this could take 6 weeks to get an estimate and then action a repair. I sent the kettle off and am still waiting for it to come back some 6 weeks later. What a shame, why not deliver on this I don't mind that there is a charge in my case £58 but why not make it a slick service that makes it simple fast and usable most people would have bought another kettle rather than wait this long. Im sure a lot of people are sold on the company for this very reason why not just make this a great service to be proud of. They probably make more out of a repair than a new kettle anyway and it could really be a point of differentiation against the throw away society we now live in.

Bought a kettle costing £90 less than two years ago. The switch is malfunctioning by switching off instantly instead of when the kettle is boiled. Other manufacturers offer a 2 year guarantee, but not Dualit, I can see why!! Very disappointed, see no point in contacting the company as they clearly don't intend to be helpful to any of the other people who purchased their products that developed faults. Lesson learned! No more Dualit.

Oh dear Dualit. Buy once? I think not.
The timer and elements on our toaster failed well within the expected lifespan.
So we dutifully followed the instructions on the website to pack it up and ship it off to Dualit at our own personal expense. Received promptly the next day. Then - ZERO contact for three solid weeks. I sent a chaser E-Mail after two weeks.

The first contact I get from Dualit? Not a written acknowledgement of the delay, or a polite "Thanks for using our service, if you'd like to go ahead with the repair etc" E-Mail, just out of the blue "Please find attached proforma invoice, Kind regards, Dualit". Mic drop and done. Rude.

I queried the invoice as there as an item marked as out of stock on the proforma and I got a copy and paste response back essentially saying "Pay up or we can't start work on your toaster" - completely ignoring my query and when I pushed this again I got the response "Soon". It will be in stock 'soon'. But not before another canned "Pay up" response. Eventually I managed to establish it will be two weeks minimum. This is after the three weeks they've sat on my toaster doing absolutely nothing.

This is beginning to sound like a hurried, stressed out and unfriendly customer service team under pressure to respond without actually reading Customer's E-Mails. Appalling.

After my third attempt at clarification and having spoken to my partner we agreed to end this madness and requested our toaster back. Denise picked this up at this point and went out of her way to try to get things back on track - she found the missing component (how convenient!) and tried to ring me to collect payment but unfortunately I was at work (it was a weekday). This was followed up by an ultimatum on E-Mail that the part could only be held if paid on the day. Right then.

Having missed this, I conceded that we would need our toaster back and requested this only to be sent yet another "We can't deal with you until you pay up" E-Mail, which is contrary to the website which says you as the consumer retain full control, and reiterated again that we would need it back and requested my tracking number.

We were sent a reply with no tracking nunber saying DPD would be in touch.

That was seven days ago.
Sorry Dualit, you charged us £175.00 for your toaster a few years ago and frankly you deserved £1.75 for the way you've treated us. You wanted £100 for the privilege of this terrible service. We will not be back. And while you're reading this - please send our toaster back. For the third time.

Dualit sell products that are hardly at a basic level - more of a quality high price luxury level - but please don't be fooled by this ! I paid almost £240.00, for both a kettle and a toaster but within 22 months the toaster was broken. Dualit are happy to charge top end prices - but then provide low quality products that break down far to often - and when they do they only offer a minimal 12 months guarantee ???? Their customer service and after sales support - is nothing short of a complete joke - so in conclusion my advice is save your money by buying a cheaper toaster and kettle - and be prepared to replace them more often - or buy another better premium brand - that unlike Dualit actually cares and supports their customers !!!
Come on Dualit - if your going to charge sky high prices - then at least offer a 2-3 year guarantee on all of your products as standard - rather than insulting all your customers with a minimal 1 year guarantee - which given the standards of your products just isn't good enough.

Absolutely rubbish product with in tear toast lifting mechanism broken poorly welded I guess but dualit blamed us human error and charge for it and last week we did need it to change some elements seen inside several wire is burned and some of the screws is missing when we sent it to dualit for the welding probably they forgot to put it back on also it says under the toaster build by hand name given by Harry so tell Harry that he didn’t do a great job at all

Spent £100 on a service and change the elements…

Apart from changing the heating elements nothing else was done, hadn’t even cleaned it (still had crumbs etc inside of the case-not sure how they could even change elements without cleaning it)or from what I can tell nothing else was done. Will not buying another dualit product

I have nothing but good things to say. Ordered replacement parts and they were with me in 36 hours. So reasonably priced too. Cheaper than ‘parts sites’ and delivery was excellent. All replaced and working as new. My husband enjoyed the tinkering and was not challenged at all Nothing but good to say and I would recommend to anyone.

Excellent customer service from Denise. I’ve only just got round to using the kettle and toaster I bought two years ago—they both look very smart. After unpacking, I realised the handle on the kettle was broken. I called up customer services and, even though it was out of warranty, they’ve promised to send a new handle free of charge. Really pleased with that.

I was truly impressed with the efficiency, timely and excellent customer services skills that Steph at your West Sussex branch demonstrated. A true asset for the company.

Avoid buying these products , they pride themselves in sustainability and repairable products and this is very misleading.
I bought a classic kettle 2 years ago hoping it would last and could be repaired in time if it went wrong.
The switch has started to fail and sticks, so I contacted them and their response was, they don’t supply parts.
However, if I’d like to return the kettle they will repair for a charge of £58 Plus all the postage! So in other words it’s another throw away kettle like the rest.
Don’t be fooled by their “ buy once” motto, it’s not affordable or sustainable for most people unfortunately.

Very disappointing experience and will not buy Dualit products again.

My Classic kettle stopped working and I identified this as a faulty presence switch in the base.

This is a known issue with this model and there are several reports of the same problem online which Dualit refused to acknowledge.

It needs to be said that Dualit’s claims of repairability are completely meaningless when you consider their minimum repair fees versus the cost of a new item.

In reality, it is not remotely cost-effective to repair and in my case, I will be buying my next kitchen appliance from a different brand.

I purchased the expensive Dualit Classic Kettle in April 2020 expecting it to last many years but sadly it failed after about 5 years. I contacted Dualit about this and was told it would cost about £60 with postage to fix this, which I decided against. When you buy a premium product you expect it to last according. I think a £20 kettle would have easily lasted as long. Very disappointed.

I purchased a Dualit Kettle JKT3a 10 years ago it has given trouble free service. Until today, where the filter housing failed as I was removing filter. I contacted Dualit today spoke to an amazing lady in their customer service team. They are sending me a new one out today.
It’s why you pay for quality items.

Bought a new kettle (Dualit Classic Kettle) in June, and now in January, 6 months later the viewing window has cracked, with the glue has melting and the window becoming loose. For a kettle that costs £150 the build quality is unacceptable, and the customer support response is basically get the retailer to sort it as it will be quicker. I wish I had read the reviews for the kettle as the issue appears to have been around for years and Dualit have done nothing to improve the design, build quality or quality inspection. Given the lack of quality and the response from their customer support then I will never buy a Dualit product again, and this was the fourth we had bought. Absolutely shocking

Await the customer service drones spouting the same stuff about the warrantee and the duty of the retailer etc....the point Dualit and the customer services drones are not acknowledging is the poor quality of some of their products

We have recently purchased the classic kettle and toaster with the copper. Sadly we are deeply disappointed in the finished product, we have read and understand that a 100% match cannot be guaranteed in the copper finish. The kettle and toaster we have purchased is nowhere near a match, in this age of advanced technology there is no reason why a near perfect finish cannot be achieved.

Thank you reply, sadly you have completely misread my review of the purchased items and just replied with a standard reply. If you would like me to supply photos of the kettle and toaster you will see what I am saying, please advise.
I am sure the CEO of Dualit would be interested in the poor quality control of the classic range being sold as a premium product, which sadly it is not.

Have to say ‘was’ disappointed with Dualit. As a household with numerous Dualit products purchased at a great cost I tried to buy a spare bought on their official site. As it was not listed I called customer services who had it in stock. £7.20. I asked if it could be sent free of charge. The reason being was in order to purchase it I had to read out my credit CC details. My request was declined. Given the cost of Dualit products I expected better. Much better.

And reading all the negative reviews on here….while Dualit do respond the responses are scripted with no actual decent resolution. Let’s see how mine goes.

Wow. The experience just gets better. The part arrived today…Having being told by the advisor instructions can be found on line…..not only is that not true when going to work out how to replace it, apparently it can only be replaced at Dualit.

Pleased to say that Dualit Customer Services stepped stepped up. Thank you Steph.

As such I will leave a 4 star review. It should not have been like this though….5 stars to Steph.

The toaster is very reliable but the kettles are poor quality.
Our first Dualt kettle failed just out of warranty. One reason we bought it was it was billed as repairable but we would need to post it to Dualit and pay £100 which is almost as much as a new one. We would also have been without a kettle for over a week. This makes a mockery of the 'repairable' claim.
We bought another Dualit kettle which failed within it's Lakeland warranty. Lakeland replaced it which was good service.
The £100 cheaper kettles are very noisy and made in China too.

Poor experience trying to use warranty for item purchased less than a month ago. They initially asked me to change the fuse- should I really need to do this less than a month in? Then told me I had to return to the store purchased from. I pushed back and then have relented but repair or replacement could take weeks?! I thought dualit were renowned for their reliability and warranty? Guess that’s no longer the case.