Sub-Zero & Wolf UK Omdömen 180

The engineer, Ugnius, was highly professional and came fully prepared with all the necessary spare parts for our gas stove. He quickly identified the issue and fixed it efficiently — everything is now working perfectly.

Even though he was there to repair the gas stove, he also provided very helpful advice on how to maintain our Sub-Zero and Wolf fridge. He explained what should be done and what parts may need replacing to ensure the units continue to operate properly.

I will definitely use this company again. I’d also like to thank Sub-Zero and Wolf for taking such good care of their customers!

Wow a fantastic experience to sample some fabulous food on the worlds finest kitchen appliances no other than Sub-Zero Wolf , there products are simply stunning . Our Chef explains the best way to achieve great food using the appliances in their demonstration kitchen. If you want the best and are passionate about food and cooking then Sub - Zero is the only way to go ..

Having read the many positive reviews, I had expected Sub‑Zero to offer consistently strong customer service. Unfortunately, my experience suggests that this support is far less reliable when an issue becomes more complex—precisely when effective service is most needed. I feel it is important to make potential customers aware that, despite the premium fees charged for call‑outs and the time of a “senior technician,” there does not appear to be a strong culture of client support.
I paid for this service on two separate occasions, yet the underlying problem was neither identified nor resolved. Instead, only short‑term measures were applied—essentially defrosting the freezer. This resulted in what was, in effect, the most expensive defrost I have ever had. I undertook this process twice, each time reassured that the issue had been fixed, which it had not.
Although the work is covered by a 12‑month warranty, the problem (a slow build‑up of ice that eventually stops the freezer from functioning) only becomes apparent after more than 12 months. I explained this clearly to the customer support team, both over the phone and in multiple detailed emails. I was reluctant to pay again for another costly visit from a senior engineer when the previous two visits had failed to address the root cause. Nevertheless, I was informed that any further call‑out would be charged at full cost—an approach that seemed unreasonable given the lack of resolution to date.
Given that I had already paid twice for the same issue and had twice been told it was resolved, I felt strongly that a third visit should not be chargeable, particularly if it was intended to correct the shortcomings of the earlier work. This does not even take into account the inconvenience of having to take time away from work on two separate occasions without resolution, which I was prepared to overlook.
On the third occasion, I ultimately defrosted the freezer myself, and unsurprisingly it is working again for now. However, I fully expect the ice to build up once more, leading to the same failure just beyond the 12‑month mark—something that is certainly not presented as a “feature” when purchasing a high‑end appliance from Sub‑Zero.
Despite providing clear evidence of the recurring issue (Sub Zero store detailed work notes for records so it is trackable and known to them), there was no willingness to reconsider the position. I therefore feel compelled to warn potential customers about what they may encounter should they face a similar problem. I am now £1,000 out of pocket, with no lasting solution, and I would caution others before embarking on the same expensive and unresolved path. While terms and conditions may technically support this outcome, there is a distinction between meeting legal obligations and doing what is right from a reputational standpoint and Sub Zero shouldn't hide behind this and do what is right instead.

Really helpful customer service phone answered quickly, email links sent, so helpful in comparison to most other providers!

Job done quickly and in time have identified the issue

I am 12 months into the replacement of a part for an ice machine, over this period they have forgotten to order the part for 3 months, then ordered the wrong part, then received the correct part and binned it in error, had 3 cancellations of appointments due to engineer illness and have just cancelled once more due to engineer having an accident and the part being lost once more. The machines are excellent but the service is beyond dismal, it is truly appalling. Through it all, all I get is excuses, lack of any compensation and just putting me back into the line. We have all had bad service before and this can be rectified when the supplier wants to do that, in this case they do not care. I suggest you avoid being lured in by the nice product as the service is not there.

Service was good and very helpful but lots of back and forward to get what i needed. Always very polite but just took a lot longer and more emails than it should have, in my opinion.

On time and seamless

Excellent support and customer service. Thank you

Learnt so much about the products, and the entire team look after you from the second you arrive!

Amazing demo, great cooking, the best products and the best team! The perfect combination!

Thank you so much

Seamless service and the product was packed properly

The delivery wasn't brilliant with the cooker unpacked on the patio, then the cooker left in the kitchen with marks on it - which Greg at Knightsbridge helped with good advice to remove them.
Then when we turned on the ovens to burn off the manufacturing oils, the oven kept tripping the power even with a 50amp trip and just one oven on. It turned out to be damp in the oven which occurs between manufacture/shipping/delivery, which the engineer burnt off a few days ago by removing the earth connections.
Having had that fixed we decided to burn off the Teppanyaki grills only to find that only one of the 2 Teppanyaki grills work and we have to wait 2 weeks until 30th January for another engineers visit.
On top of all of this the WiFi connectivity & Wolf app as listed on the UK spec and highlighted on Wolf's online videos doesn't work. Apparently its not available in the UK although none of the specs provided mention that.
None of this is what you would expect with a £22,000 oven
I would like to add that the service from Greg at Wolf, Knightsbridge has been excellent, hopefully we will end up being very happy Wolf customers.

Excellent service

The individuals I spoke with went out of their way to assist me, gave me practical advice to remedy the problem, which worked and saved me the cost of a call out and service. It was a most refreshing response.

Engineer fixed everything perfectly so very satisfied with his work and advice.

Excellent service as always. Packed very well and updates for delivery given

Quick and efficient

We love our new Sub-Zero fridge. The upgrade from our previous model is remarkable — it runs far more efficiently, stays impressively quiet, and keeps the interior noticeably drier, which has already made a difference in how long our food stays fresh. You can really feel the quality in the design and performance. Overall, we’re extremely happy with it.

Products turned up after useful help on your phone

Fast speedy delivery and beautifully packaged