Anovaculinary Reviews 128

Hopefully their products are better than their customer service which is truly appalling.
I ordered a Precision COOKER NANO on Friday (12 April) and received an order confirmation by return. The order confirmation said that delivery would be by Yodel Xpree 48 and I would be notified when it was despatched.
As I had received no notification of despatch nor tracking number, I sent a couple of emails (Tuesday & Wednesday) to request an update. I received no reply.
On Friday I had an online chat with their agent who promised a response when after the shipping team got back to him. As was now to be expected, no response was provided.
A further chat today Saturday, elucidated that the item was in fact on back order and would not be despatched until mid-June when would be away on holiday.
They could not delay shipment till I would be at home and were not prepared to substitute a slightly better model. Therefore, I have had to have my payment refunded.
The net result is that I have wasted a considerable amount of time my time and incidental expenditure on now unneeded sous vide bags.

Oven stopped working, they offered a replacement but keep delaying it, 3 months now. Will start a reverse charge through the bank. Customer service get back to you quickly, but nothing really comes of it. Shame

Bgt a Sous Vide 3.0 in May last year and have been very happy with it.
Unfortunately it started switching off randomly mid cook .
I filed a warranty claim online and got a very quick reply asking me to perform a couple of operation to potentially fix the problem.
CS advised me that they needed to replace the unit and would be sending me one shortly.
New unit arrived today - about 10 days since I filed the claim.
While it’s disappointing the machine I couldn’t be happier with the after sales service I received.
Well done !

I recently purchased a Sous Vide from Anova. Upon opening the box, I found that it did not contain an instructions manual, user guide or a parts manual. Absolutely no instructions whatsoever on how to use, clean or maintain this product. I immediately contacted their customer service department and received an email from Ellaine R who shared with me that Anova does not provide a hard copy user guide or instruction manual for their product. She ended the email with "I really wish I could help you more. Again our apologies for the inconvenience."

This is the first time I have purchased from Anova and will be the last time. No instruction manual or user guide is unacceptable.

Worst customer service, ever. The sous-vide cooker stopped working. I had signed up to all kinds of newsletters (which I keep getting to this day). But they professed they cannot help me because I could not provide a receipt. I have a much cheaper product now which does everything the old one did. AND has better WIFI-connectivity. CAVEAT EMPTOR!

Proceed with caution - Anova's warranty and customer support is potentially the worst that I have ever come across.

Bit of background, my partner bought me the Anova pro for Christmas 2021, I cannot remember the price back then but it is now £459.

Within a week of owning and using this unit, it was clear that it was not working correctly (the touchscreen buttons would press themselves constantly changing settings and stopping and starting the machine). Given that I had only had the machine for a week I got in touch with Anova and in fairness their customer service rep was helpful and told me how to facotry reset the machine. This did the trick for my next cook but I then had to do this every use to stop the buttons from pressing themselves.

This machine has not had a whole lot of use so it wasn't too much of an issue for me having to factory reset the machine every use. That was until this week (so circa a couple of weeks outside of my two year warranty) and the issue is worse than ever before but what is worse is that the factory reset is not working, once reset, the machine will not turn back on, it simply buzzes and hums with an orange light on.

I got in touch with Anova's support again off the back of my last response from them a couple of years ago and explained all of this and how this unit has clearly never been right however the fix they gave me has worked up until now however I am now stuck with a machine which is not working at all.

This is where it goes rapidly downhill for me... "Thank you for contacting the support team! I reviewed that video and it seems that the unit is no longer functioning properly and is beyond repair. Since your unit is no longer within warranty, we can offer you a $25 discount code to purchase a new Precision Cooker in our Anova shop."

I have challenged this however the reponse I got back was "Sorry, strict policy."

With all of the above in mind, I would not pay Anova's premium prices as their equipment in my experience is substandard and customer service even worse.

I did not get as far as a purchase and I think that makes me lucky based on the comments of others. They announced their great after Christmas sale but almost everything was sold out except their most expensive model and the smallest out-of-date model.

I received an Anova Precision Cooker as a gift. I didn’t use it right away because i was too busy with work to learn how to Sous vide. Just tried to use it, fresh out of the box, and it’s not working. Because i don’t have the receipt, and won’t ask for one from the giver, I’m out of luck. Horrible customer relations. If they won’t stand by their products, especially fresh out of the box, i wouldn’t purchase from them.

Good Price in Black Friday Sale

Ordered a Precision Oven, turned up next day, zero complaints.

Great bit of kit!!!!

You must turn your destructive business practices around.
Today my Anova broke down after 2 years. I was going to buy the pro model and the sous vide container.
As soon as I read the reviews, I knew that I could not trust the company with my $500.00.
Problems with delivery, communication and customer satisfaction at a low point.
Keep it up, and see how bad you can make the customer experience.

We had a Anova Precision Oven from Anova. We received this Oven as a wedding present, my family all put money towards it to buy it for us. It cost £700.

Initially we loved this oven, it had so many features, and cooked amazingly. It was everything we wanted from a oven.

The steam option was amazing for baking bread and cakes and for cooking many other things.

After a few months using it though we noticed water tank that sits right next to oven was starting to crack. This started to get worse and worse. Bad design if you ask me, plastic of water tank was not heat proof enough to sit right next to oven. Many people have had this same problem.

After less than a year of having oven, about 11 months, oven started completely dying in middle of cooking something and would loose all power.

If you turned off oven and left for a while then turned back on oven would work for about 5 minutes then would do same thing again.

It made the oven unusable, and we became scared to even try as it was like it was shorting or something and was affaid oven could catch fire.

Contacted ANOVA customer support, explained situation and sent them a video showing it happening so they could see for them self what was happening.

But Annova customer support were useless, sent me a useless response.
They clearly can't read. As I told them I had tried Turning off oven leaving for a bit then turning back on. And had tried resetting oven and setting it up again.

There response just told me to do these thing I've told them I've already done, and asked me to send a video of it happening which I had already done.

Felt like I was banging my head against a brick wall.

In my original message I even told them I was happy to pay for the oven to be repaired, I just wanted a working oven. I don't think that's alot to ask when you have paid £700 for a oven.

Contacted them many more times they would not fix oven and really did not care. Then never got any more responses from them. Was left without a working oven for a year. Which is not good when have a young child to feed.

Have finally given up and have had to throw away at tip this expensive £700 paper weight of a oven. Absolutely gutted.

And have had to buy a new oven from another company.

I would not buy this oven it's a waste of money and will not last even a year.

I would not buy anything from this company. Avoid ANOVA at all costs.

Once ANOVA have your money they really don't care.

I ordered two sous vide cookers, for two locations. The cookers come with no written instructions. The only information included with mine was in French. You can download a manual, but it is only illustrations, no words. I spent hours watching YouTube videos to figure out how to use this. For example, it took me 20 minutes to figure out how to change from Celsius to Fahrenheit. Why not include some written instructions?

Because my experience was so miserable with the first one, I decided to return the second one without opening it. The return process is extremely onerous. Even though they have your order information, they require you to put in a lot of information, including the serial number of your purchase. So I had to break the seal on the box, find the serial number, photograph it, because the print is so tiny, and then input it onto the website. Then you have to wait for a response to see if they will accept the return.

Do not order anything from this company!

my £700 oven has an electrical fault, light broken, control buttons broken, wifi broken, so nothing works and Anova is refusing to fix it. I've even offered to pay to have it fixed!! best to avoid this company and ALL their products.

Extremely frustrating and bad service. I purchased an Anova Precision Cooker Pro on June 14 with successful payment, I then checked back on June 19 only to find out that my order has been cancelled by Anova.

Since then i have been contacting via their chat service on the Anovaculinary official website, and have been referred to their customer service email, the chat service officer told me that refund is underway and will take 3-5 business days to reflect; The customer service admin however, via email told me that my purchase has not been cancelled and that the items have been handed over to the courier for delivery (without giving me any delivery tracking number).

This has been super confusing and I am not sure whether I will receive my order or will I get back or refund or none of them.

Terrible Customer Service

Received broken product and requested for replacement within 2 days on 8 May. Not responding to email within 24 hours as indicated despite following up numerous times and allowing more times for them. I still don't receive my replacement until today (26 May).

Their website indicated 100% cash back without asking question is a lie even if I am not requesting for refund but replacement.

I can't believe they have such a terrible customer service.

Ordered and 10 days later nothing even when paying for express 48 delivery. Customer service is poor at best. Confirmed the item was not in stock despite the website stating other wise. Now can not get a refund out of them.

Horrible Customer Service, they just don't give a crap about your problem, specially the one called Shermie. If you're in Europe, Kitchenboss sous vide appliances have far better service and value for money relationship.

Constant connection issues with the app, just don't bother, it's useless. The product itself is fine, you can set the temperature and time manually on the front which takes seconds, perfect sous vide joints.

I purchased the Anova vacuum sealer pro from America's Test Kitchen and the unit is not working properly. I called the customer support number and described my issue. I was told I should fill out their warranty replacement form on their web site. The rep if I had purchased the unit from them and I said no that I had bought it from ATK. I then tried to submit the warranty form twice on their web site, both times getting a server error. I emailed customer service and was told to submit the information to their customer support email address which I did. I received an email response the next day stating I was not eligible for a warranty replacement because I didn't buy the unit from an authorized reseller as stated in their warranty, if this is the case why did the person tell me to file a claim. I attempted to contact a customer service manager and was told Patrick a supervisor would call me shortly. He never called and when I contacted customer service again I spoke with the same gentleman and was told he would call Patrick and request him to call me again. I still have not gotten a response.

This is an update on 2/17/23: I still have not received any response from ANOVA after emailing them twice more. The only good news is that ATK is sending me a replacement unit, although this will not be covered under warranty either since it is from ATK. Needless to say I will never purchase another ANOVA product again.

Unfortunately, I have to add my voice to the list of negative reviews here. I can confirm what everyone else says; their customer service is just terrible. The oven is great when it works, but mine developed a ground fault, and they simply will not respond. Twenty days so far, several emails back and forth, no answer from the team that approves warranty replacements. Just responses from some poor junior customer service rep telling me he is "still waiting for a decision".