Stoves Reviews 2,270

I had received a txt asking me to book an appointment, as I was waiting for a part for my cooker.
I phoned up and got through straight away , spoke to Chris very pleasant and helpful and booked my appointment in .
Very happy with the service. 🙂

I purchased a Stoves Richmond mini range in cream 15 months ago. The enamel frontage on both top and bottom oven doors are showing bubbles of rust around the area where the handle meets the door. This is despite me taking care to follow the manufacturers guidance around cleaning and taking care of the oven - I wanted to make sure I looked after it correctly since i'd just spend £1000 on an oven!

I called Stoves the first time who advised the oven was out of manufacturers guarantee, but still in parts guarantee so for £175 call out fee they would replace both doors.

A 3rd party installer called Pacifica was booked in, but he was only provided with one of the two doors needed. He re-ordered the missing part on his tablet in my kitchen and planned to return when it was available to fit both.

No further contact for weeks so I eventually phoned Stoves to be told that as they no longer manufactured that model so the outstanding door needed was no longer available. Also apparently the warranty doesn't cover rust either (which was never mentioned on the 1st call) - so tough basically. I also wonder had I not phoned whether they would have ever bothered to call me to tell me they couldn't source the 2nd door, given I've already paid £175 for the refit visit. The job wasn't signed off as completed so must still have been outstanding on their system.

Since I'd already had one of the two doors I had the man back from Pacifica today to replace that, which unfortunately was the least rusty one. The top oven door is worst but I'm now stuck with that.

On top of this, I mentioned to Stoves and the engineer that the hob rings do not reliably light and often I need to use a lighter. The engineer said if he replaced them he couldn't guarantee the new ones would be any better, so that's basically a feature I'm also now stuck with.

I'm incredibly disappointed that a £1000 oven has only lasted 15 months before its now looking tatty. The small gas ring has never properly worked since day 1, which TBF I could have lived with, but the added issue with the rust just proves what poor quality these units are.

I will never buy another Stoves product. I invested more than I usually would on this oven as I wanted to buy from a UK company to support local British jobs and I'd have something which if taken care of would last.

Instead I'm kicking myself for not just spending half the amount on a BEKO (made in Turkey) with a 10 year parts guarantee. Or spending a few hundred quid more and getting a SMEG.

Only plus side in this experience was that Pacifica's engineers were great to deal with. No complaints about them.

Phone call with warranty/repairs team very efficient and helpful .Very helpful assistant on the line ( Carol A). Hopefully repair will be straightforward- we’re living the stove so far .

Susan was an amazing customer service agent trying to resolve a long standing issue and her help, patience and kindness was greatly valued. Thank you Susan you are a superstar!

Only giving them one star because cant give zero!
bought a Stoves range and cooker hood in October 2019. In February 2025 the hood ceased to work. I called out an engineer who identified the fault and said a new PCB button panel would be needed. He tried and failed to get a replacement part. I have since then been in correspondence with Stoves who keep promising me the replacement part but every time fail to deliver. The most recent promise was that I would receive it by 10th April (over 12 months since problem began), now been told end of May. I don't believe this part will ever be available and they have been stringing me along hoping I give up. Paid a lot of money for this hood and it is now useless

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.