Dualit Reviews 2,976

I received a Newgen 4 slice 120Vac toaster for a Christmas gift. Opening it I found a Newgen 4 slice 208Vdc commercial unit not for household use. I contacted Cadco as the included paperwork instructed regarding a return for exchange to 120Vac unit. They told me they can’t help me. I then contacted ElectraCraft which was shown on box label. They told me to contact Cadco as they were the only distributor of the 208Vac units.
Somehow somewhere the 120Vac label was put on a 208Vac box but neither of the only authorized manufacturers reps will actually fix the problem. So don’t bother to buy a Dualit product as the US distribution system doesn’t care if you are happy with the product and won’t help you with any claim!

I broke the plastic ring on my Dualit kettle lid.
I never thought Dualit would still have parts or be willing to help.
How Wrong I Was, parts still available.
I received a super helpful email back to ask for my address and check I was willing to take on the repair. Parts in the post and with me in a week.
Great Customer Service.
X03280

We bought a Dualit toaster because it was made in the UK and that according to various sources it would be repairable. Well after 30 months, two of the four slots don't work. I looked into it and found that the Lite range have no spares and are unrepairable.
I might have well bought a £20 toaster!

I rang & spoke to a very nice lady called Nikki who was very helpful when I needed to refurbish my 20 year old Dualit toaster. She advised me on which parts I would need & even posted me gratis 3 light cap blanking ends to cover a on/off light sensor hole that was not active. Unfortunately the postal service didn’t offer the same standard of service because the envelope arrived mangled & ripped open with all 3 components gone. Never mind at least Nikki at Dualit tried & was very friendly & helpful. I have now fixed my toaster & am enjoying the toast it makes perfectly every morning.😁Thanks again Nikki & Dualit.

Kettle went in for repair, 11weeks later I am reunited. 1 fixed kettle returned to me.
Im hugely disappointed with the service given - the wait, the lack of update or correspondence, the state of the kettle returned - it was not sent in with thick brown gunk on the bottom so very disappointing that it is returned to me in this state.

I never regret buying from a company that still builds great quality appliances in the UK. I couldn’t be more pleased with my toaster and toasties baskets.

I struggle to cook si this will change my life.

Love these coffee bags, and, as a bonus, they are good for the garden.
Seriously they make a nice cup of coffee, and the bags are well packed and arrive on time.

The worst customer service I’ve experienced. Bought a 4 slice Dualit toaster and it’s been faulty since day one. One side is barely toasted while the other side is almost burnt. Dualit have examined the toaster and told me there is no fault and if I complain again about this issue again and they receive the toaster and don’t find a fault I’ll be charged a fee! I even included photos and a comprehensive letter detailing the fault but Dualit maintain it’s not faulty. At no point have they contacted me by telephone to discuss the issue despite me informing them I have video evidence of the toaster not toasting evenly. It has been incredibly frustrating dealing with this company.

I find this company very arrogant and their refusal to accept their products are faulty when a customer complains is proof of this. I have not been offered a new toaster and I have been refused a refund on collection of the toaster. Even though I have video & photo evidence of the toaster not working properly, Dualit don’t want to see it and maintain I’m wrong, when I’m not. What happened to the customer always being right?

Their appalling customer service has ensured I will never buy a Dualit product again, will never recommend them and I will be returning to Kitchen Aid.

I phking hate this company for making over priced defective products and they have really shtty support.

evertyhing was as i had hoped /expected

I have 2 xl1500 food processors, which was not cheap, and on the whole, are very good. I think the problem is that the electric motor, out performs the attachments which results in quite a lot of breakages...ie shafts and blades. Just recently though, I've had to do running repairs on the lid and interlocks, as they seem to suffer fractures. I decided today, to bite the bullet and buy replacement lids. I checked on ebay, but there were none, but what was worrying, were three adverts of people selling their units, as spares due to......you guessed, broken lids. So I contact Dualit, who say they are not carrying spares for the model any more, as its too old!!!! I paid nearly £300 from Lewis's just 4 years ago for my second d machine. That is not old. Do not claim a superior product and the price tag to go with it, if you desert your customers so soon. It would have been 5 stars if this hadn't occurred, but I will not buy Dualit any more afterthis

Dualit is the worst of the worst. I would never purchase another Dualit product, or should I say Dualit piece of junk that is designed to fail. I had a very expensive Dualit blender. It is now in the garbage can because a plastic part continually broke and frequently needed to be replaced. However, the plastic part is no longer available. The plastic piece on that screws onto the bottom of the blender jar creates the seal that prevents leakage from the bottom of the jar. However, this plastic piece is flimsy. I had to replace this part at least seven times because it kept breaking thereby causing the jar to leak at the bottom. Today, I had to throw my very expensive Dualit blender into the garbage can because the cheaply made (but, of course, expensive to buy) plastic piece is no longer available. To me, it appears that Dualit’s business model is to knowingly sell products with parts that are designed to break, to charge absurd amounts for replacement parts, and finally to stop making replacement parts available, thereby making the product unusable so the consumer will have to buy a replacement. It is my individual, personal, subjective opinion, belief, and interpretation that I was ripped off by Dualit.  Therefore, it is my individual, personal, subjective opinion, belief, and interpretation that Dualit is incompetent, dishonest, and/or unethical.  The foregoing review solely provides my individual, personal, subjective opinions, beliefs, and interpretations. Any individuals who may view this review, or any part thereof, should examine the facts and issues for themselves and form their own individual, subjective, personal opinions, beliefs, and interpretations.

Probably the best customer service operation I have come across. Very knowledgeable about the relevant spare parts - in my case a very old toaster that required parts that were not the standard replacements. Quick pickup on the phone and speedy delivery of ordered parts.
Pretty easy to fix the toaster as well - timer and heating elements. Take a photo of the position of the coloured wires before dismantling, it helps a great deal!

Ordered an £8 replacement element for toaster, which arrived (alongside free mini spanner, thank you Dualit customer services). Easy to repair part, toaster all fixed. Last time i had an issue, i took it to a mender who charged me £60 to fix it, so it's worth having a go and ordering the part direct from Dualit

Absolutely horrendous service from the Dualit team. Having had a toaster for 15 years I replaced it less that 3 years ago. Product faulty, which I would not expect so early on such a premium product. Told it needs repairing. Had to buy another toaster whilst I sent back. Told it would be no longer than 2 weeks to be returned. Sent a £60 invoice by post. Paid on day. Chased and chased and chased. New invoice arrived today. Chased again and still no news. This is over 6 weeks ago! Absolutely expect better customer service for such an expensive item. Still waiting for my toaster.

Very disappointed with Dualit, we purchased this item and other more expensive products from them on the promise of build quality and service. Their mission statement states that quality is a fundamental part of the business and and their employees often 'go the extra mile' for the benefit of their customers. However when we had a broken part all we got was it's out of the 1 year warranty. So forget any expectations of a quality product or service they don't want to know. All they want to do is sell you an expensive spare part.

Our problem was simple one of the welds on the flat beater attachment failed. The hand mixer has had very occasional use and this is not a wear and tear part. We have had a cheaper hand mixer from another well know brand for over 30 years and the attachments are still in one piece!

In my opinion a company selling itself on its quality would have replaced the item free of charge or at least offered a replacement with a discount to reflect it lasted much less than a reasonable period. Sale of Goods Act states 'Goods must be 'fit for purpose' AND 'last a reasonable length of time'.

The customer service agent was not interested as out of warranty. Just repeated she was not allowed to do anything or apparently put me through to somebody who could.

Lesson learnt don't pay a premium and expect quality or superior service. Will not be purchasing any more Dualit products and definitely will not be recommending to anyone in the future.

Edit - Reply noted but review and my opinion stands the quality and customer service failed to live up to expectations and I would never buy another product from Dualit.

Spending over £200 on a toaster for it to arrive faulty.... That's fine, issues happen, although, surprising for a premium product.

I contacted Dualit, and after a couple of days received a patronising email explaining how the toaster works. I can read the instructions, so pure waste of time. The toaster does not toast correctly on the one slice setting (seems the elements have been installed upside down, the second slot instead heats).

Radio silence from Dualit, despite sending three chasers.
All I want is a replacement and collection; easily arranged by standard, everyday companies, why can't a supposed high quality company arrange this or as a minimum, have the decency to respond to their customers?

Does what it says on the tin. A great toaster, great build quality. I'm one very happy customer.

I expected quality with Dualit - not so. The 2 slice Lite toaster broke after a handful of uses. Dualit said that this particular model is not repairable (very green, not!) but it is still taking them 14 working days to sort out a replacement. This isn't a £10 supermarket toaster - I expected both a better product and customer service. I will not be buying Dualit again and most certainly will not recommend this brand to anyone.

Delivered exactly what I ordered with no delay.