Harts Of Stur Reviews 28,263

Another great experience with Harts of Stur, the frying pans were a much needed upgrade.
Overall really happy with Harts of Stur. Looking forward to many more purchaes in the near future!

Arrived on time. Kitchen aid artisan works well. Less noisy than older kenwood stand mixer. Leaves less mix in the bowl than kenwood

I've always regarded this company as a reliable, trustworthy business. My recent experience was disappointing.

I needed to return part of my order (items ordered for size comparison) and unfortunately, the returns link wouldn't work on my device. I was repeatedly told I must be doing something wrong, as the customer services rep could make it work just fine for them. Dismissive, unhelpful tone. This was very frustrating and time consuming for me.

After days of patient approaches to the customer services team, I finally managed to make the link work by switching to an alternative device. I thought - I know, I'll send them a message so that they could suggest that to any other customers in the same boat.

The response was the same old diatribe that the system worked perfectly and it had been my fault all along. What an easy hit it would have been to thank the customer rather than continue to insult them.

I don't get riled easily but this seems like a sure-fire way to turn a loyal customer into someone who takes the time to write a negative review.

Site easy to navigate, you can remove out of stock items from the search result which is a plus, excellent communication on progress of order. fast delivery.

This company has a very good customer service and the most helpful staff, would definitely recommend them

Great service on telephone.Quick delivery.Good price

I purchased a Dualit coffee grinder which had a clear design fault: the hopper failed to feed beans into the burr, making it impossible to grind coffee without manually intervening. Multiple other customers reported the same issue on John Lewis's website.

Within 30 days I requested a refund under the Consumer Rights Act. Instead of honouring this, Harts of Stur insisted on inspecting the machine, then blamed the fault on my use of "low quality dark roast beans" and poor maintenance — despite me owning it for only 24 days. Their representative declared that the condition of the grinder "clearly shows that it was not maintained well" and that sending it back without cleaning it first was not "common sense and a decent thing to do." The irony is that their evidence of "poor maintenance" was the presence of coffee grounds inside a coffee grinder — a machine whose entire purpose is to grind coffee. They never asked me to clean it before returning it, and finding coffee residue inside it is hardly evidence of neglect.

Crucially, their own website advertises the grinder as suitable for all beans including oily ones, directly contradicting their excuse for refusing the refund. When I raised this contradiction, I was told "the decision is final."

Their representative also warned me that any credit card dispute "requires our response, and we are more than happy to provide all the communication together with the images" — a clear attempt to intimidate me out of pursuing my legal rights. They have since returned the machine to me three times without consent and are now threatening to dispose of it unless I pay to collect it.

Based on other Trustpilot reviews, this pattern of blaming customers and stonewalling legitimate refund requests appears to be standard practice. Avoid.

Good quality products at very competitive prices. Excellent customer services, when I phoned with a query.

Bought this machine to replace the one I purchased from this company a few years ago just as good as the one it replaced

Great first time shopping experience. Quick delivery . Parcel came packed well

The delivery was quick, and good quality cookware.

Fantastic design.

Completely disinterested in a complaint. I purchased 2 sets of Stellar Rochester cutlery. Within 4 - 6 weeks some of the knives were rusting around the blade.
Advised the company of this and all they could do was blame me for not ensuring they were dried properly. They said even after dishwashing they should be removed and dried. Strange not all of the knives have done this. Equally no instruction to do this either.
I have had this cutlery previously for many years (just wanted new ones) and never a single bit of rust on them despite daily washes in the dishwasher.

Exact pan required to complete the set at 50% off and delivered within 24 hours. Couldn't have asked for more.

Good range of quality products at reasonable prices. Communication and subsequent delivery could not be faulted.

I ordered the wrong item - which was too big. I phoned and spoke to a lovely person who took me through the easiest way to return the parcel and get the new one. It couldn’t have been easier and the toaster is excellent.

Excellent service - kept informed about order progression -
Heavy item packed very well NO damage at all to exterior packaging - something which is a bit rare !!!
Courier choice - excellent