Samuel Groves Avis 

Lovely products from a genuinely ethical and impressive company. I bought my Mermaid roasting pans over 20 years ago (after they were recommended by Delia Smith) and they are still going strong! It's so hard to get decent baking sheets so when my daughter was setting up a new home I wanted her to have the best. I decided to treat myself and my step son too who lives in Japan - so now Samual Groves has an Australian and Japanese outpost to show off their outstanding bakeware.

I bought a 26cm sauteuse pan which had a bowed out bottom on delivery. I took this to be bad luck as it does otherwise look nicely made. They agreed to change it but have failed to do so. The service is terrible and I have wasted so much time staying in waiting for them and answering emails,

Rubbish overpriced product, customer service just ignores our emails.

Bought one of the non stick pans for my wife a while ago and it pretty much instantly failed. Everything that even goes near it gets stuck hard to the bottom.
Emailed Samual groves about sending it off to be reconditioned or whatever, even offering to pay for the service, and I’ve heard nothing. Between myself and my wife we’ve been emailing about this for 2 years and only ever had one response which was to ‘condition the non stick surface’ which we now do regularly and makes no difference whatsoever.

The £12 pan we got from Morrisons and is probably 8 years old is far superior to this expensive crap Samual groves is selling that barely lasted a month.

Please can I send the pan back to be reconditioned, I will pay for the service.

I ordered their stainless steel frying pan and couldn't be happier. It cooks everything beautifully, is easy to use and is very elegantly designed. I've now ordered baking trays from them as I'm so impressed with the quality and craftsmandship.

Having learnt about non stick is not good these pans stood out being made in the UK. Having bought a full set of pans, stainless bar one steel frying pan. And some mermaid roasting pans. They’re amazing quality, feel and a delight to use. So very pleased with them. I couldn’t recommend these any any more

A couple of months ago I purchased my first Samuel Groves pan (I have several carbon steel De Buyer and cast iron Lodge pans). It was the Stainless Steel Chefs Pan, 26cm. I cannot express how much I liked the pan - it was, and still is great! Amazing quality!

Almost immediately I decided to also get the Stainless Steel Saute Pan with Lid, 26cm. I purchased it from KitchenKnives. The pan that arrived was faulty - the bottom was bowing out, so it was spinning when put on a flat surface and pushed gently. I returned it and asked for a replacement.
The replacement had exactly the dame defect. I returned it and I am now awaiting the refund.

I am not sure what the reason for these defects was but it is a shame. Although I have one Samuel Groves pan that is amazing, based on my experience I will hesitate to purchase any more.
I will be happy if one can prove me wrong.

We bought one of there 2 handle pans the bottom isn't flat so it spins really easy, I have contacted customer support but they have just ignored me,

I think it is unacceptable for a pan this expensive comes defective and now I can't get any customer support.

Absolutely would not recommend this company

I recently purchased a few items from Samuel Groves. All items were delivered on time and they are very good quality. One of the items was defective and I struggled to contact Samuel Groves to return it. After multiple weeks I finally got someone to answer a call and managed to get it sorted.

My original review was 1 star (because at the time of writing I still hadn't managed to return the defective item), however a new item was finally shipped at no cost to me and it doesn't have any issues.

I would buy from them again because the products are very good quality.

Ordered a copper sauté pan online expecting the 20 day lead-time stated on their website. After 20 days there was no sign of the pan and no communication, other than a standard email asking for a review. On contacting the company, the order had not even been processed and I was then told that this would be another 2 weeks. Following the two weeks stated, there has been no sign of the pan or any email or phone calls. Woeful customer service and communication. I run my own UK based company and I am surprised this one is still in business with this level of customer support. If the order is delivered, I may well add an improved review, but at present I have asked for a refund as I have no confidence in the product arriving.

I’m a big fan of the pan. Top quality British product. They can still bash metal in Brum to very high standards.

All was fine with my order, it was received and the saucepan is great. My only issue was that I didn’t seem to get an order confirmation email.

The pan that i bought, while very good, is in need of refurbishment after two years. After waiting weeks for a reply i finally received the instructions on how to proceed. Samuel Groves have now had the pan for 5 weeks and despite multiple voicemails and emails i've had nothing more than a generic reply saying they are looking into it. This is without doubt the worst customer service i've ever experienced and i won't be buying from them again. Avoid this company.

Love the product, great delivery service.

Very high quality product and very fast delivery. Worth every penny.

Chaotic ordering system with lack of customer service and still waiting for one item

4/5 for the pans, 0/5 for the service.

The tri-ply pans are great, but after two years the non stick frying pan is flaking and needs to be recoated. Not great considering the cost, but it's nice they have a repair service.

I emailed but no response. Emailed again, no response. Contacted on Facebook and told to register the pans. Did, no confirmation email. Did again, no confirmation email. Contacted again on Facebook and was told sales would contact me. I think you can guess what happened there...

I assume they're the sort of company that over promises and under delivers in terms of service. Pretty disappointing. I'm hoping this might generate a response but I'm not holding my breath.

Great products, thank you! I wasn’t aware of the delay to receive until I was placing the order. After 6 weeks I did reach out to check status so an update on when it was going to ship would have made this a great experience.