Stoves Reviews 

Spoke to Donna Almond today about my faulty oven and she very quickly booked me in with an engineer to come and look at it. Donna made this interaction very speedy and helpful which was exactly what I needed after a long day.

Very clear, very competent, very straightforward service. Thanks Donna.

Heather made it real easy to book our repair.

We have a problem with the knobs in our stoves cooker and Jason on the customer helpline has arranged for an engineer to come out and fix it. Very good service

Replaced our 16 year old Stoves Range cooker with a new one as we have been impressed with it over the years. Unfortunately on trying out the new oven we found the cooling fan ran for about 2 hours after use. I contacted Stoves and spoke to a very helpful agent Carol A, who informed me that they could make an adjustment and booked an engineer to call later in the week. Great service all round.

Our Stoves Richmond Deluxe double oven with induction hob: Three of the four induction hobs and neon light number per hob does not reflect the respective control knob heat number selected. Control knob 6 but cooker neon lit number reads 5 and so and so on. This may be to do with the" heat conduction properties" of newly purchased saucepans. The cooker with fan is efficient. The pre-requisite heat number and control panel shows you when cooker is upto temperature. This happens quickly enough with no concerns so far - probably due to hear circulating fan..

We received a new Stoves Richmond range cooker on 5th November which we now understand was delivered with both design and manufacturing faults including cooling fans blasting too much air through the cooker and making excessive noise and an oven operating 20 degrees below set temperature.
When you contact Stoves with post delivery / in warranty issues your call is routed into an organisation called Pacifica. It's taken Pacifica over 3 months to complete modifications to the cooker to correct the design issue - completed 24th March 4 months after delivery
Generally the performance of Pacifica both in terms of call centre staff and also one of their visiting engineers has been dreadful. The only engineer who truly excelled and gave us confidence that issues could be improved was Mark Clough 2569 who I would rate personally as 5 star but he unfortunately the organisation he works for does not live up to his own performance. Mark told us in December that there was a modification kit that would resolve issues but this was then later denied by the next engineer who visited and also by call centre staff. We have only got some improvement because by chance Mark Clough got allocated the 3rd visit to us and managed to tie the 4th visit to him to return to complete modifications.
Pacifica say they target fix first visit and take lots of information from you to try to achieve this. However even with a known design issue and very clear and adequate descriptions it still took 4 visits to get improvement.
I have been unable to find any way of contacting Stoves directly to discuss issues due to all calls being routed in to Pacifica and this is massively frustrating.
Clearly Stoves have been shipping cookers with a known design issue which i feel is not appropriate. They have also not ensured that Pacifica adequately understand that a modification can be made to improve issues.
We have at times asked for the cooker to be taken away and a refund issued as it performance was so poor but this was not facilitated by Pacifica and we couldn't contact Stoves. The retailer we bought through would only arrange this if it was sanctioned by Stoves which I assume it wasn't. I did get a call from someone from Stoves (prompted by the retailer) and was advised to call back but the number given doesn,t connect.
The whole situation has been a nightmare and has involved many, many phone calls plus 4 visits to our house by engineers to look at the cooker.
Its really dented my opinion of Stoves as a brand and I wouldn't choose them again buy.

After discovering an issue with my Range cooker, I called the customer service team to book a repair. Spoke with Jason who was extremely helpful and booked in the repair for the following day! Great service :)

Carol A was very pleasant and efficient, engineer booked in for following week

Very helpful - and thorough- explained everything in detail, and was very supportive of the issues with m new oven. Thank you Andrew for your great customer service

I spoke to Carol A today who was very helpful and efficient

Britannia oven from 2017 is poorly, now some hope for revival through efficient organisation of engineer home visit for diagnostics and, hopefully, a repair. Thank you.

I spoke to Carol A to chase up an appointment from Jan which hadn’t been followed up.
She was so lovely & helpful & most importantly got me sorted.
Excellent customer service is rare these days, so what a joy to experience it!!

I spoke to Jason at Pacifica who was so very helpful. He looked into the case for me and rung me back as promised within 15 mins. He has sorted everything out and parts should be arriving within a few days. Such an efficient guy.

I had to rebook an appointment as I wasn't going to be in for my previous appointment. It was nice and easy and they were very helpful 🙂 with updating my details

Jason was extremely helpful and knowledgeable. Very grateful to him for sorting out an engineer for an issue with the fitter not being able to adjust the legs on our cooker,

Excellent friendly and helpful service from Jason. Repairs arranged within 4 days of reporting

Spoke to Carol A today due to a minor fault with my new electric oven. Absolutely great, really helpful and arranged an engineers visit in a weeks time.

The stove caught fire when the clock ticked 6 pm. Luckily someone was in the kitchen and we were able to put the flames out. If they were not there it would have burnt the house down.

There were manufacturing faults with the stove that were reported and Stoves never rectified.

Customer service was too variable. Some personal were helpful and others not. Most did not want to help or were not interested in finding out what had caused their product to fail in such a dangerous way.

The fault reported when the stove was new, and never inspected by Stoves as they failed to send out a repairman, was the lack of a seal between the control panel and the glass hob. After this fire the seal with it's backing tape was found melted along the control wiring, showing that the seal was never fitted properly.

Because it was never built properly there was a build up of matter over the wiring inside the top of the stove.

The fire was caused by a capacitor on the clock circuit burning out and setting fire to the build up of fats that had leaked through where the seal should have been.

Ultimately this is a company that do not care about your family's safety and they should not be allowed to sell such dangerous goods.

The customer service was not fast and required many calls to chase up. It took 3 weeks for an answer after a repairman visit as to whether Stoves would repair the damage caused by their poor manufacturing, and a couple of chase up calls.

The man who came to assess the damage said that the stove was reparable, but he didn't have the parts on him. His assessment has been ignored by Stoves who finally decided that they won't take the repair job.

This means I have a piece of scrap sitting in the kitchen that I will now have to replace.

Their products are frankly rubbish. The previous stove I had from Stoves lasted nearly 20 years and only needed replacing because it's clock unit had become obsolete.

I reported all the faults with this stove and Stoves did nothing about it. That the clock failed a month or so after the end of the 5 year warranty and their lack of caring about dangerous failures signals deliberate failure is built in to their products and that they do not care if their customers burn.

The chap I spoke to was very helpful and friendly and has sorted things out for me.Mrs P.Singh