Russell Hobbs Anmeldelser 

Can recommend Russell Hobbs customer service team . Corina was v helpful via email dealt with enquiry/claim efficiently and politely

Anne Marie was excellent - thank you for all the support with organising a replacement product

The excellent help and information supplied by the team concerned with the problem I had
Plus the matter was dealt with in a friendly and efficient way

I bought a distinctions titanium toaster and matching kettle directly from them online. NEVER AGAIN!

My review is mirroring that written by susannah in July 2026.

From Day 1, the toaster didn’t toast correctly. It was uneven in colour, patchy and had random lines over it. Also if we set it to temp no 3 the first 2 slices cooked to a kind of satisfactory colour but then if my daughter decided to toast a slice or two a couple of minutes after, leaving it on the same temperature setting it burnt to a crisp.

I contacted them via email and they asked me to send in photos and details and then I needed a telephone conversation on top of this where they said they would replace it and I was to bin the faulty one.

I then had another toaster sent and since receiving that I haven’t had the line weirdness on the toast but it is doing exactly the same thing with the temperature i.e. cooks on the first slice/s correctly and then if anybody after that uses the toaster within 10 minutes, it cremates the bread regardless of whether you turn down the temperature or not (which you shouldn’t have to do). This is totally unacceptable and I have never had this issue in 40 years of using various toasters.

I emailed customer services as it is still under a two year warranty and new and requested a refund on both the kettle and the toaster as there is clearly a design fault with the toaster and it’s a matching set so I cannot keep one without the other.

I was told that I would not be refunded for the kettle as there is nothing wrong with it and that I have to return the toaster which could take up to a month for checks to be done and it to be investigated. I will then receive the outcome (I might add I had a telephone conversation where Paul tried to tell me that it is normal for a toaster to burn toast like this and basically that I should turn down the temperature if somebody else wants to use it straight after me. I’ve never heard such a load of rubbish in all my life. It’s a toaster!!!! That’s its job!!! It’s not rocket science and he then couldn’t answer why If that is the case thus was not clearly stated in the information ie having what temperature you have to turn it down to depending on how many minutes somebody leaves it to make the second batch of toast…. Utterly ridiculous.

I told Paul I couldn’t be without a toaster for a month and that if I had purchased the product at Argos, I would’ve taken it back and they would have immediately swapped it or refunded me no questions asked. Paul kindly said he’d escalate it.

Today I have received an email from Andrei telling me that it is mandatory to return the toaster so they can fault find - which again is rubbish because the first time I didn’t have to return the toaster at all. As I explained on my telephone call I couldn’t care less what the fault is and what they find out with their investigation I want a toaster that works or a refund.

I have never ever purchased anything from Russell Hobbs before and I never ever will again and I will ensure everybody I know doesn’t.

I find it staggering that a brand like this doesn’t value customers and is not willing to refund the whole set when they have constantly provided one half of the set twice with faulty products. I purchased this set because I believed it to be a good brand and the colour worked well with my kitchen but save yourself a headache and save your money and if you cannot find any other set you like (in future I will go back to Dualit and Bosch as they are brilliant), buy it from Argos so that if it does go wrong, you don’t have to go through this ridiculous facade of a customer service directly with them.
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12 Aug

After their response to my review below I emailed on the provided email and Cosmin has replied and said (and I quote) “ I have reviewed your case and, following the outcome of the internal review, our position remains unchanged.”

So it’s almost hilariously bad now! Again people DO NOT BUY with this company, you have been warned.

Really unsatisfactory help from customer service. Purchased a steam mop that was supposed to come with three mop heads. No mop heads in the box on arrival - contacted customer services, after a lot of back and forth they finally said they would send some. Some arrived but they’re the wrong make for my model!! Informed then of this, tried to make me look think they would fit even though the box literally said it wouldn’t. To be then told, oh yes they’re wrong, need to send them back and we don’t have any of your model in stock. So know I need to take it back to where I bought it. Not a happy result and can’t understand how the company doesn’t that their own product.

Andrei was very responsive and helpful. He sent the email requesting specific information immediately after we spoke by phone. Within a very short time of receiving my (almost immediate) response with the requested information, he investigated and settled the issue within a hour or so. We should receive our replacement item within 3 - 5 working days. Thank you!

I had a Russell Hobbs quick boil kettle which developed a fault on the switch ..Russell Hobbs customer service acted swiftly to replace the kettle as it was still under warranty..so thank you for great customer service .

Good communication - very personal - even though we got our wires crossed once or twice.

I would like to thank Alina, at Russell Hobbs customer services, for her speedy response replacing my faulty Kettle.
Many thanks Alina.

Communication via email was excellent & the problem with my kettle was handled politely & efficiently by Alexandru in Customer Service.

Thank you, Russell Hobbs, for your brilliant help in this matter 😊😊👍👍

My kettle was faulty, I reported the fault to the customer service team and they were very quick to respond and provide a replacement kettle. I was very happy with the service.

Excellent customer service on a faulty product

Fantastic customer support - responses within hours, which is generally unheard of! Wonderful product support.

Our kettle failed just out of the store 1 year guarantee period, so we approached Russell Hobbs who offered 3 years guarantee on the box. Our phone call was quickly answered, details taken & email sent with link the same day. After providing them with photos of the damage & our invoice with date of purchase, they accepted our claim & sent an email 1 day later, advising us they would send a replacement product. We were very pleased with their efficiency & concern for our case.

Chat system worked well, well informed employee, resolved faulty product quickly and arranged for a replacement

No quibble replacement after providing all the required evidence

Sehr zufrieden mit meiner heißluftfritteuse von Russell Hobbs und ganz besonders möchte ich den Kundenservice loben.
So ein kulanten und zuvorkommenden Kundenservice hab ich bisher nicht erlebt!

The response from the Russell Hobbs team, regarding the problem with my toaster, was quick and effective.
The defective toaster is being replaced with a new one, which should be with me in 3 - 5 days.
It is good to know that customer brand loyalty is still being rewarded.
Paul Murray

I bought a kettle after 9 months it’s wasn’t working. Contacted the customer service regarding the issue and they responded very quickly. Great customer service and highly recommend product with a long warranty period.

I had an issue with my steam generator iron, the on/off button wouldn't work so I contacted the team on chat and after a few conversations my issue was resolved.