Dualit Omdömen 

Unbelievably good customer service.
Bought a Classic Duralit Kettle back in 2018. The glass windows had recently cracked but not leaked.
Phoned Duralit who asked me to send it in, and just pay for the inbound postage. The repair would be FOC.
Kettle came back 9 days later, repaired, cleaned and polished.
Just don't get customer service like that very often, superb.

Dualit Architect 4 slot toaster. Uneven toasting, brown on one side and white on the other. Thought it was a faulty machine, so returned it and received a replacement. Same issue, so it's going back tomorrow.
I have a Dualit kettle which is excellent, but this toaster fails big time.

Amazing customer service experience. I emailed with regards to obtaining a part number for a milk frother cover. Steph got back to me quickly via email and was an amazing help by providing me with the diagram, product name and part number. They informed me to contact customer support to place the order. I gave them a call and I was delighted to have a call with Sally who was super helpful and made the whole interaction stress free and my part has now been order. Thank you so much Steph and sally. Customer service that is this simple and stress free is very hard to come across in this day and age, so many times we forget the personal interaction engage customers and enable a more helpful service over chat bots and I’m so delighted this company has not transitioned to a bot styled service. Take care both 😊

The most we have ever spent on a kettle but we decided to invest in what we thought was a respected brand. After only 2 years of light usage the kettle has stopped functioning properly. It switches itself off constantly and does not reach boiling point.
It would appear this is a common fault but Dualit it appears have done nothing to fix it or to offer customers a replacement or repair for a known issue.

We had reason to contact customer service concerning the (fabulous) hot chocolate maker and milk frother. Emma was warm, professional and listened carefully. She suggested next steps and subsequently solved our issue. We're very pleased and impressed by the calibre of customer service we received. Highly recommended. We will be buying more Dualit products.

Har fået en sort Dualit håndmikser i gave. De flade piskeris er imidlertid gået i stykker efter ca. 2,5 år - fejl løs lodning eller lignende. Jeg har forsøgt at finde reservedele. De findes på KitchenOne's hjemmeside til ca 268,- kr, men de er udsolgt - de forventer, at de kommer til en bestemt dato - datoen flyttes frem ca. hver 14 dag. De er ikke kommet endnu - situationen er uholdbar. Vi har ikke kunnet undvære en håndmikser, hvorfor vi nu har købt en Bosch. Så vi ligger inde med den fineste håndmikser, men den kan kun bruges til dejkroge. Vi har forsøgt at skrive - først til UK - der venligt henviste til en emailadresse i Sverige, hvor de ikke var særlig venlige. De henviste til et sted, hvor prisen over 600, - kr. Så kunne jeg købe ny i et andet mærke.
Mvh. Peter S. N.

After having my bean to go coffee machine for less the a year and the steam wand wasn’t steaming and getting hot I returned it with difficulty and paid to have a new part inside that was Apparantly lime scaled inside the machine . (Even though I descale regularly )

Again it’s doing the same thing , I have hardly used it since the last time as been working away and exactly the same problem .

Waste of money buying expensive machines to be told it’s my water that’s to hard for the machine ! Don’t sell the the to people in hard water areas knowing they are wasting their money .

So annoyed as the machine wasn’t cheap and I had a silly £50 one for about 5 years that threw away just to get this one (yet that one didn’t get limescaled from within ) strange !!!’

Further to your reply !

I was using this machine several times daily ! Using the Oscar bag ! Using Kilrock descaled every 6 weeks and this still happened

I also spoke to your advisor and received by message that it didn’t matter how many time I descaled it as it was inevitable that this was going to happen as she looked up my postcode and said the water in the area would cause damage to the machine no matter what I did.

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.