Unfortunately the non-stick coating on my Urban Chef pan started to peel last week. I e-mailed Samuel Groves & Chantelle responded immediately, literally a few hours later! In less than one wee... Voir plus
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Lisez les avis des autres
I reached out to the company with a query regarding one of their items that i had recently purchased from another vendor, and Chantelle got in touch with me to help. Chantelle's professionalism and sw... Voir plus
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Ordered a Mermaid roasting pan on Monday afternoon and it arrived on Wednesday morning. The order confirmation said it might take 56 days, but clearly that was wrong. The quality of their produc... Voir plus
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Huge delay in delivery with no explanation. A series of phone calls to the company never got beyond an answerphone. An email about the problem was never answered. Shockingly bad performance which comp... Voir plus
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À propos de l'entreprise
À propos de Samuel Groves
Écrit par l'entreprise
Global interest in British design and manufacturing has never been higher and Samuel Groves is building on this golden opportunity by continuing to invest in manufacturing equipment to produce the very best cook and bakeware at their manufacturing site in Birmingham.
Few suppliers of hospitality products go back as far as Samuel Groves. This venerable Birmingham-based manufacturer of kitchen equipment started in 1817. The big take-off into hospitality supply came during the Second World War when Samuel Groves won a major government contract to produce aluminium trays, with many other items for the Ministry of Works and the War Office being added soon after. This helped reinforce the foundations of the modern business, which gained a major boost from the introduction of the Mermaid brand at the beginning of the 1950s.
Samuel Groves encompasses all facets of manufacturing including Metal Cutting, Presswork, Metal Spinning, Welding, Fabrication and Injection Moulding. In addition, we are able to design and manufacture our own tooling in house.
Even though the market and indeed cooking practices have evolved over the years, Samuel Groves quality and processes have improved. We remain traditional manufacturers and every product we are proud to say is still hand-finished. We have been a manufacturer in Birmingham for close to 200 years, some of the skills that will be used in the factory today will have been used all throughout those 200 years.
Every range produced at our factory, we believe is the best you can buy, whether that’s our robust stainless steel 3-ply cookware, or timeless Mermaid anodised bakeware.
Coordonnées de contact
194 Waterloo Road, B25 8LD, Birmingham, Royaume-Uni
- 0121 764 7393
- sales@samuelgroves.com
- www.samuelgroves.com
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688 avis
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A répondu à 92 % de ses avis négatifs
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Ordered at short notice for Christmas
Ordered at short notice for Christmas, the customer team were excellent at responding and getting the item dispatched in good time - a good service
9 décembre 2025
Réponse de Samuel Groves
Hi Louise,
Thank you so much for your feedback. We’re thrilled we could help with your last-minute Christmas order.
Our team always strives to respond quickly and get your items dispatched as fast as possible if the items included in your order are in stock, we will get your order dispatched the same day, providing your order is processed before 1pm GMT. So it’s great to hear you had a positive experience.
We really appreciate your feedback and hope to assist you again soon!
Kind regards,
The Samuel Groves Team
Top Quality Products
Samuel Groves’ bakeware is of exceptional quality and I am always happy to add to my collection AND buy for family members.
8 décembre 2025
Réponse de Samuel Groves
Hi there!
Thank you so much for your kind words! We’re thrilled to hear that you find Samuel Groves’ bakeware to be of exceptional quality. It’s wonderful that you enjoy adding to your collection—and that you trust our products enough to gift them to your family members too.
We’re always here to help with your baking adventures and look forward to being part of many delicious moments ahead!
Kind regards,
The Samuel Groves Team
True British Craftsmanship
The pan is a work of true British craftsmanship- absolutely no hotspots, solid and stable.
8 décembre 2025
Réponse de Samuel Groves
Hi Matthew,
We're absolutely delighted to hear you're loving your new pan! It's fantastic that you've noticed the even heat distribution - we take real pride in our British craftsmanship and work hard to eliminate those pesky hotspots that can ruin a good meal. There's nothing quite like cooking with a solid, stable pan that you can truly rely on.
Your feedback means the world to us and reminds us why we're so passionate about what we do. Happy cooking, and thank you for choosing us!
Kind regards,
The Samuel Groves Team
Réponse de Samuel Groves
Hi Julia,
Thank you for your lovely review! We're thrilled to hear your husband is loving the saucepan! That's exactly what we like to hear.
Happy cooking!
Kind regards,
The Samuel Groves Team
Réponse de Samuel Groves
Hi Adela,
Thank you so much for taking the time to share your experience! It's wonderful to hear that you're enjoying your product and that it continues to bring you satisfaction each time you use it. Feedback like yours truly makes our day and motivates us to keep delivering the quality you've come to expect.
Happy cooking!
Kind regards,
The Samuel Groves Team
Utterly hopeless
Utterly hopeless , couldn’t care less attitude , complete lack of communication and consideration , waiting 4 months !….
6 mars 2026
Avis spontané
Réponse de Samuel Groves
Hi there!
Thank you for taking the time to share your experience. We’re really sorry to hear that your experience has been so frustrating, and we completely understand how waiting four months with little communication would feel utterly hopeless. This is certainly not the level of service we aim to provide, and we apologise if it seemed like we couldn’t care less—that’s never our intention.
We truly appreciate your feedback as it helps us improve our communication and consideration moving forward. Please reach out to us directly so we can do our best to make things right. Could you please reach out to our sales team directly at sales@samuelgroves.com with your order details?
Thanks again for your honesty and patience.
Kind regards,
The Samuel Groves Team
The Quality of this manufacturer is…
The Quality of this manufacturer is second to none, I am really impressed with what I purchased and believe they are well worth the money and wait.
These truly are made to last a lifetime and beyond. I would recommend them to anyone and best of all support Top Quality British Manufacturing ⭐️⭐️⭐️⭐️⭐️😊.
4 décembre 2025
Réponse de Samuel Groves
Hi Robert,
Thank you so much for taking the time to share your feedback!
It's fantastic to hear that you're so impressed with your purchase and that our quality has exceeded your expectations.
We're incredibly proud of our British manufacturing heritage and the craftsmanship that goes into every single product we make. Knowing that you feel they're built to last a lifetime and beyond truly means the world to us - that's exactly what we strive for with every product that leaves our workshop.
Best regards,
The Samuel Groves Team
Réponse de Samuel Groves
Hi Claire,
Thank you so much for your kind words!
We're so happy the pan is living up to your expectations. Quality is everything to us, and knowing you're experiencing that excellence firsthand really makes our day.
We hope it brings you many delicious meals to come!
Best regards,
The Samuel Groves Team
Great pan
Ordered my non stick frying pan online
Arrived quickly. Quality superb, cooks beautifully. In stick coating is robust and very non stick!
29 novembre 2025
Réponse de Samuel Groves
Hi Jonathan,
Thank you so much for your kind words!
We're thrilled to hear your non-stick frying pan arrived quickly and is living up to your expectations. It’s great to know the quality and cooking performance are superb, and that the non-stick coating is holding up so well.
Happy cooking!
Kind regards,
The Samuel Groves Team
I STILL have NOT been sent the pan I…
I STILL have NOT been sent the pan I ordered as a XMAS present way back in november!!
28 novembre 2025
Réponse de Samuel Groves
Hi Joy,
Thank you for taking the time to share your feedback with us.
I sincerely apologise that your Christmas gift order from November still hasn't reached you - I completely understand how frustrating this must be, especially since it was meant to be a special present.
This is absolutely not the level of service we strive for, and we want to make this right for you immediately. Could you please reach out to our sales team at sales@samuelgroves.com with your order number?
Although our website does state to, please allow up to 58 working days for your order to be manufactured, dispatched and delivered. If the items included in your order are in stock, we will get your order dispatched the same day, providing your order is processed before 1pm GMT.
We'll prioritise tracking down exactly what happened with your shipment and either expedite a replacement or provide you with a full refund - whichever you prefer.
Please don't hesitate to contact us directly so we can resolve this as quickly as possible.
Thank you for your patience.
Kind regards,
The Samuel Groves Team
Loved the pot
Loved the pot, well made, easy to use and clean. Quality cooking pot makes the meals different.
28 novembre 2025
Réponse de Samuel Groves
Hi Virginia,
Thank you so much for taking the time to share your experience!
We're thrilled to hear you're loving your pot and that it's making a real difference in your meals. Knowing that you find it well-made, easy to use, and a breeze to clean truly makes our day.
Happy cooking, and enjoy all those delicious meals ahead!
The Samuel Groves Team
Great quality. Exemplary delivery.
Ordered a Mermaid roasting pan on Monday afternoon and it arrived on Wednesday morning. The order confirmation said it might take 56 days, but clearly that was wrong.
The quality of their products is absolutely superb. Their stainless steel pans are the best we have ever owned in over 40 years of marriage.
Highly recommended.
25 février 2026
Avis spontané
Réponse de Samuel Groves
Hi Art,
Thank you so much for taking the time to share your wonderful experience! We're absolutely thrilled to hear that your Mermaid roasting pan arrived so quickly – and we're glad the actual delivery time was much faster than our conservative 56-day estimate.
It truly warms our hearts to know that after 40 years of marriage and cooking together, our stainless steel pans have earned the title of "the best you've ever owned." That's exactly the kind of quality we strive for with every single product.
Your recommendation means the world to us, and we're so grateful to have customers like you who appreciate the craftsmanship that goes into our cookware. Here's to many more years of delicious meals with your new Mermaid roasting pan!
Happy cooking!
The Samuel Groves Team
Réponse de Samuel Groves
Hello!
Thank you for your wonderful feedback. I'm so pleased to hear that you're happy with your product and the service you received from our team. We truly appreciate your support!
Best regards,
Samuel Groves
Great service for a fantastic product.
Great service for a fantastic product.
13 février 2026
Avis spontané
Réponse de Samuel Groves
Hi Mike,
Thank you for your feedback.
I am delighted that you are happy with your product and our services.
Best,
Samuel Groves
Absurd inability to answer very simple questions
Please entertain yourselves by reading the following shortened(!) version of my horribly confusing e-mail correspondence with their company. For the short version, scroll to the end - but you will be missing out!
On their product page for an out-of-stock pan it says to email for inquiries regarding shipping outside of the UK. So I did, with some additional questions.
In the following dialogue, I have shortened my emails for your convenience (theirs are literal). I was in fact miles more polite than this.
Me: "1. When is this pan back in stock? 2. How much does it cost to ship to country X? 3. Why exactly is it not recommended to wash this pan in the dishwasher? If I would know the specifics it would make things easier for me."
SG: "Thank you for contacting us , now I would be looking at 4-5 months as the machine that makes these, we are having a few issues with .
I could get you a shipping cost , if you would send me your full address please . The dishwasher isn’t something we advise for our products as it takes the pan for life away ."
Me: "Thanks. My adress is Y. I'd appreciate if you could be specific about what exactly the dishwasher does that damages the pan (does it have to do with rivets, heat, ...?)"
SG: "No, it’s the chemical from the dish washer , always advise customer to use a low heat . We don’t have problems with our pans , if you can tell if it’s just the I pan ?"
^English isn't my native language either, but I really didn't understand the last sentence here. I wasn't sure if they were being rude or not, so to do away with language barriers, I tried again but in French (as the persons name sounded French).
Me: *Asks same questions as in first email but in French, specifying the adress AGAIN except postal code (supplied in my last email and also easy to find online)*
SG: *Ignores all other questions and replies in english again* "Would you send me your full address please and I will get your shipping cost ."
Me: *Sends the address for the third time*
SG: "I have a delay on this item for 4-5 months , let me know if your happy to wait ."
^At this point I feel like I'm going crazy.
Me: "I don’t want to place an order yet. I would just like to know how much it would cost to ship. Are you saying it will be back in stock in 4-5 months regardless, or only if I place an order?
Could we start over please:
*lists questions again - including 3 new ones about measurements & materials - in very clear but polite format, as well as the link to the product page again to make sure it is clear which pan I am talking about* "
SG: "Please see below *sends the exact same product page link I sent them*. This depends on which one you like . Also, our pans are made to order, and I would advise you to put in dish washer . This would void the pan for life ."
^If their pans are made to order, why is it possible to add other sizes of the same pan to the shopping basket in their online shop?
^And... "This depends on which one you like"? What? I had sent them the exact product page, uniquely identifying size and color.
Me: "The link you sent me is the exact same as I sent you to specify which one I want. None of the info I asked for is listed on the link. That’s why I e-mailed for answers. Can I speak to somebody else please? "
SG: "Please see below and you can buy direct off this company . *links to a swedish website that has SG products but not the product I wanted* I can’t send items as this is our customer , and this is in your county ."
Me: "Thank you for the link, but they don't have the size I am looking for. Perhaps it differs depending on from which country you access their webshop."
And this was the end of the conversation. 6 emails sent from my side, 12 emails in the conversation in total, and only 2/6 simple questions answered. Out of those 2/6 answers, one was misleading and the other added more confusion.
Regarding dishwashing, I actually got the real answer from a retailer later on - the rims aren't sealed so the aluminium is exposed. That's how you answer a question. I don't mind unsealed rims. But SG should just say it from the start instead of dodging the question. If they find it embarrassing, then seal the rims so you won't need to hide facts about your pan.
-
Short version:
A. I asked for shipping costs and gave my adress 3 times - never got to know the cost.
B. I asked when they restock - they implied but didn't confirm that it's made to order.
C. I asked for 2 common measurements and a confirmation on materials, got no answer.
D. I asked about details on dishwasher-compability, they didn't disclose the real reason.
-
SG-ANSWER: I sent your words verbatim to Sundqvist, and they did not feel obliged to arrange the purchase. May I speak to the person below directly, please? This really isn't helping...
NR2: The whole conv above IS with sales@. As you see, the rep didn't let me through to anyone else despite me requesting it.
NR3: Any updates?
16 février 2026
Avis spontané
Réponse de Samuel Groves
Hi, I am going to contact Sundqvist for you on your behalf, as they are our Sweden distributors to see if they can assist you further. Thanks
--------------------------------------------------------------------------------
EDIT: 12.03.26
Hi, Thank you for your feedback. Please can you contact sales@samuelgroves.com and they will be able to help with your query.
Thanks,
The Samuel Groves Team
--------------------------------------------------------------------------------
EDIT: DISHWASHER QUERY
Why are stainless steel tri-ply pans not dishwasher safe?
Our Triply products are compatible with a dishwasher, but their use is strongly discouraged. This would VOID your 'Pan for life' scheme if you needed a refurbishment.
The detergents used in dishwashers are sometimes, too abrasive. They tend to damage the aluminium located between the 2 layers of stainless steel. Cleaning multiple times in a dishwasher could damage your saucepan and lead to corrosion of aluminium layer which could eventually lower the performance of your saucepan.
This is not a fault in manufacture or design but the use of aggressive products in dishwashers.
-------------------------------------------------------------------------------
Hi there,
Thank you so much for taking the time to share your feedback with us – we really appreciate it.
I completely understand your interest in purchasing from our website, and I'm sorry for any confusion this may have caused. As we have an official distributor in Sweden, we're unfortunately unable to process direct orders to Swedish addresses.
I'd love to point you in the right direction though! Please visit our Swedish distributor at https://www.sundqvist.se/Default.aspx?AreaID=3 – they should be able to help you with the product you're looking for. If by any chance they don't currently stock what you need, please let them know and they'll get in touch with us directly to arrange it for you.
I'm really sorry for any inconvenience this has caused, and I hope you'll still be able to get your hands on the product you want through our trusted partner.
All the best,
Samuel Groves
Just to echo what many others have…
Just to echo what many others have said, the extremely delayed delivery time and lack of communication (unless I initiate it) makes for a very frustrating experience with this company. I ordered on the 13/12/25 and after emailing them yet again, the latest update is that I might get the product by mid March! Interestingly, they didn't actually state which March it might be, so it could be 2027 at this rate! Our expectations of delivery times have been affected by the likes of Amazon offering next day etc, but to head towards at least 3 months is stretching things beyond acceptable. So, in summary a company that undoubtedly offers great products, but don't hold your breath waiting to actually use them.
10 février 2026
Avis spontané
Réponse de Samuel Groves
Hi Adrian,
Thank you for taking the time to share your experience. We sincerely apologise for the delay and for the lack of proactive communication.
A wait of this length is understandably frustrating, and while we’re pleased you value the quality of our products, we completely accept the delivery timeline and uncertainty in this case and we understand why you feel disappointed.
Having said that, as noted on our website, made-to-order items typically take up to 58 working days to be manufactured, dispatched, and delivered. (For context, items we have in stock ship same-day when orders are placed before 1pm GMT – but your special piece is being crafted just for you!)
We truly appreciate your kind words about our products, and we want to make sure you can actually enjoy yours. Please contact sales at sales@samuelgroves.com with your order number if you have any more queries about your order.
Best regards,
Samuel Groves
Quality pans
Easy to order. Order was well packed and delivered quickly. The saucepans are excellent in use with good even heat well distributed. Only slight downside is they do not pour easily.
10 novembre 2025
Réponse de Samuel Groves
Hi David,
Thank you for your feedback. I am delighted that you are happy with your product and our services.
In view of the matter of not pouring easily, if the saucepan as a lid then a spout creates a gap. Without a spout, the lid fits flush against the rim, which is essential for steaming, simmering, and moisture retention..
Best regards,
Samuel Groves
I'm thrilled with the quality of the…
I'm thrilled with the quality of the pans I got; they're truly top-notch. However, I had ordered them in early December hoping to have them for Christmas, but they didn't arrive until late January because of production delays.
3 février 2026
Avis spontané
Réponse de Samuel Groves
Hi Mark,
Thank you for your feedback.
I am delighted that you are happy with your product. As noted on our website, made-to-order items typically take up to 58 working days to be manufactured, dispatched, and delivered. (For context, items we have in stock ship same-day when orders are placed before 1pm GMT – but your special piece is being crafted just for you!)
and I trust that you will enjoy your new cookware. Happy cooking!
Best,
Samuel Groves
We ordered on the website and it was…
We ordered on the website and it was easy to do.
Our items are beautifully made, work very well, and are made in Britain.
What more can you ask?
2 novembre 2025
Réponse de Samuel Groves
Hi Phil,
Thank you for your feedback.
I am delighted that you were pleased with your product and our services.
Happy cooking!
Best,
Samuel Groves
Great customer service and did a…
Great customer service and did a fabulous job of refurbishing my pan!
22 janvier 2026
Avis spontané
Réponse de Samuel Groves
Hi Lo,
Thank you for your feedback.
I am delighted that you are happy with your product and our services.
Best regards,
Samuel Groves
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