Smeg Customer Service

Very poor csutomer service. Cannot get though or a response to vice or emails.

I am totally devastated by the enamel quality on my double oven , flaking off and getting unsightly. I bought this product as a replacement for a range master oven I had for 18 years , wish I hadn't chosen this product
John Lewis and Smeg has failed to solve my problem saying product is functional not bothered by product appearance . Wish I could put a photo up to prevent anyone else wasting money on a much higher priced product.
Also my gas hob also Smeg has lost a lot of enamel .
Inferior enamelling obviously

after 2 years of frustration with my Bean to Cup coffee machine (BCC02WHMAU).having been replaced once and repaired three times (all to do with malfunctioning of the descaling cycle I finally had an online chat to your AI (Pearl) and after repeated questions often asking the same information I am informed I am been referred to technical person (presumably human). Turns out to an outsourced organisation who requires a joint fee and monthly subscription.I paid 50% more for this useless machine that the current list price suggesting there have been major issues withe machine.
I am sicking of tracking out to Smeg

Hello,
I wanted to let you know that I am not happy with my SMEG Appliances. In the past year I have contacted you several times in regards to my Espresso Machine and my Toaster, and nothing has been resolved.
I descale my Espresso Machine on a regular basis with Dergol and the yellow light stays on, no matter what. All the explanations I have gotten from SMEG have not helped. Now the red paint on the machine is chipping off as well. The machine isn't even 4 years old yet and for the last year I have had nothing but trouble. Nobody seems to care at SMEG as long as the money rolls in.
Our Toaster also is not working properly, it toasts bread only on one side, even though the elements seem to be working.
I am very disappointed with your appliances and your service. Highly overrated and expensive for what you get. Will not recommend them or get anymore of your appliances.

I've been calling and calling the help number for days and no one ever answers. Also the call back feature doesn't work. Could someone please call me? I have a very important technical question.

Terrible Service, no one answers the phone, no one replies to emails. No other contact information listed on website. I have been trying to get a hold of someone from SMEG for repairs to 3rd coffee machine, expensive but quality is terrible. I just want my money back at this point, I have purchased many products from SMEG but the bean to coffee machine is the worst product I have ever purchased. I am on my 3rd machine and cannot get any service from this company. Beware

The SMEG juicer mildews under the spout where it is impossible to clean and remove the mildew! I contacted Arco Service to get a new part. I provided all documentation that was requested and they refuse to send a replacement part!! I now have to throw out the machine!!

Received a white smeg ketttle for anniversary. Within six months it stopped working .
So disappointed with such a great brand name.
Was told to send for parts unbelievable.

Brand new burnt on every setting. Toaster in Tiffany blue
Returning. Very disappointed was planning on adding to it.

this is a terrible product don't buy it. It broke after five months and they've tried to fix it. Five service calls and six months later this refrigerator is a boat anchor

Smeg dishwasher 3 rd issue refuses to replace fixes but new machine how is that possible

After about 29 months my smeg kettle wouldn't stay on so I got a replacement but the shop told me that the warranty would still run out at the end of the 24 months from the original kettle which only left the replacement kettle with 4 months warranty. How can this be right?

Hi I bought one of the Smeg 4 slice toasters 3 years ago, and am disappointed by this companies lack of integrity. This is exactly what is wrong with the world, to cash in on a fickle fashion trends with quality looking design, and deliver a bellow average product with no service for repairs. I'll spread the word on SMEG's crap products. I'll disrespect the name at every opportunity going forward, and I'll continue to search for a company that can deliver in both their commitment to design, and also on a sustainable product that lasts for generations with real support and service departments.

I am disgusted with the quality and after sale service of Smeg products. Less than 4 years ago we purchased a fridge, microwave, oven , gas cooker and a toaster kettle combo . We went with Smeg because they were supposed to be the ultimate in luxury appliances. We wanted the best for our new home so we did not hesitate in paying more for appliances we thought to be superior. How wrong we were. Smeg has been an utter nightmare . We have had numerous call outs from Smart Appliance Centre during the short period we have owned the appliances . From rusting fridge doors, broken ice makers , rusting kettle, our oven had its PCB board replaced and is broken again and now we are expected R7000 to replace it again. Our gas cooker has given us endless problems and all the plates have never ever worked together. There was always a problem with one or more plates. It blows my mind to hear that Smeg cookers cannot be used with any doors or windows open. Wish we knew all this information when we paid all that money for inferior quality products.
Now we receive an invoice from Smart Appliance Centre saying we need to pay R10 000 to repair our oven and cooker for problems we have had in the past. The inconvenience of having appliances that we use everyday in our kitchen is ridiculous. The time we wait with broken appliances in between call outs and repairs , the time spent waiting to speak to after sales support and booking call outs, the time spent writing emails to customer care that really could not be bothered is disappointing. We will not be paying to have these appliances repaired instead we will buy new appliances of a different brand. Smeg has been a waste of money and time.

Hugely disappointed with Smeg toaster and kettle...shocking quality....and the attitude is...trade it in and get a so called discount on a new one?. Example..trade in my toaster (only toasts one side of bread).. the manager at Smeg in Bryanston...said long wait for elements and cheaper to trade in..... the trade in price was R2500..... I could buy a new one for R500 more at another store....Is this a scam!! Never buy Smeg again!

We bought a dishwasher Dec 2016 with five years warranty. Dec 21 it was replaced after three visits from technicians because door pulley kept fraying and casting door to drop open. Now a year later the NEW dishwasher catch had seized and we can't use it at all.

• In Dec 2021 I contacted Smeg that my dishwasher stops half way through the
washing. A technician attended and he advised the was an issue with the
computer system hence the washing stops when it over heat, he said once he
ordered the parts he will be on touch to come back and replace.
• 07.01.22 - a diff tech attended and adjusted the screw for the dishwasher
door. He put the machine on run but did not waited for the whole cycle to
finished and assumed that it was fixed
• 19.01.22 - a tech was booked but got cancelled because he was unwell
• 27.01.22 - a tech was booked but got cancelled because he was unwell
• 08.02.22 - Another tech attended and advised the installation of the DW is not
correct, again, He put the machine on run but did not waited for the whole
cycle to finished and assumed that it was fixed
• 15.02.22 - Another tech attended (this was the same tech who attended on
07.01.2022) and pretty much advised the same thing, I told him this is not the
issue, the issue is the computer system, the DW turns off by itself when it
over heats, I told him when I put my hands on the bench top (above the
dishwasher), I can feel the heat through my 40mm bench top (it's a solid 40mm
bench top). He said he will place an order for the computer.
• I left 2 messages for a supervisor/manager to contact me, no one has ever
contacted me.

This has been going for 3 months, 4 technicians came out, I had no dishwasher for 3 months. I have not heard from Smeg since the last tech attended on 15.02.22. This kind of service is very poor.

SMEG has overpriced and shoddy appliances. Wish I had done more research before paying over $200 for a coffee maker which lasted just over a year. Since I am out of warranty, their response has been just that. No apology and delayed response time. I have never had a coffee maker die on me ever.... I get new ones as an upgrade. I have learned my lesson for spending lots of money on appliances. I was just about to spend over 5k on a red refrigerator. Dodged that bullet. I would have had to purchase a ticket to Italy behind 5k plus tax and shipping.

It is more about the customer service which gets me aggravated. I see others have experienced the same as well.

I'm so dissapointed by SMEG products!!! I've sent my complain to SMEG Italy Customer Service and the just told me to contact the local supplier. I explained them that the reason i have contacted them is to provide feedback to the Product Development Department and they just blamed the Covid19 which is irrelevant since the products mentioned below, were developed before the virus!!!
1.SMEG REFRIGERATOR FAB38RBL - Black
It's getting scratched VERY EASILY and this is unacceptable for such a brand and such a price!!!
It's an appliance which is used every day for many times and it is in a prominent place of the kitchen! So the material for the surface should be more solid, but on the contrary it's so plastic and fake!

2.SMEG WASHING MACHINE WHT914LSIN
There is no sound indicator when it finishes and this is also unacceptable!
How I suppose to know when it is finished while doing other housekeeping? Shall I stand still in front of it to watch the screen indicator?!

Now I'm trying to sell them, loosing money of course, for problems which normally should not exist for such a brand. PS.nobody buys them...everybody says that are overpriced and have nice design only....

Hello, i found another comment concerning the white induction cooktop 90cm. It became black the same way as mine. I happened in Hungary in the same location as mine. The 3rd party company is not taking any responsibility, the same as in my case. The product is faulty. Please help me to get an immediate exchange.

Smeg has horrible products, you should never buy them. I bought for example a white cooktop, it was very expensive. It became black in a short period of time (less than a year). Can you imagine a white cooktop with black marks?The local customer service (which is a 3rd party company) is not taking any responsibility. SMEG customer service is redirecting me to the local 3rd party company. I tried to reach someone from SMEG company asking for their email address (sales head, customer complaint head, GM) but the customer service is simply ignoring my emails. I will never ever again buy any of their products, I am very disappointed.

Who can I contact regarding a huge complaint? We bought a stove and microwave less than a year ago and it keeps on breaking.

I bought a white induction cooktop (90cm). It has stated to become black, looks really awful. The Hungarian importer is not taking responsibility for te problem. it is outrageous. The cooktop costs a fortune. I am very disappointed.

I would not recommend this Smeg kettle. I've had $50 kettle's last longer this. After approximately one year of purchasing a new Smeg kettle, the light refuses to turn on all of a sudden and the kettle does not boil. As I had not registered for a warranty and kept my receipt from a year ago, I had to go into the customer service centre and paid $40 for a diagnosis of what was wrong. I was told it was fixed, now less three months later the same issue is happening again. At this rate I could have bought three functional kettles for the price I had spent buying and fixing my Smeg kettle. Very disappointed in the quality of this product for its price and its customer care process.

To whom it may concern,



I purchased a SMEG refrigerator at the end of last year (2020) for $3490.



The supplier (Alantin Appliances) informed the retailer (Good Guys) that I had been overcharged and $500 should be refunded.



I missed a call from the retailer. When I called back, was told the order had been cancelled and I was due a refund. After several calls, I spoke to John (manager) who told me their salesman had given an incorrect product number and I was to expect a part refund. It was also stated that the delivery would occur on the Friday and I confirmed I was available to receive the fridge on that day. I remained at home in expectation. At 5.30 pm when the refrigerator had not arrived, I called the retailer who told me again, the order had been cancelled and I was due a refund. They could not tell me when or under who's authority that it had been cancelled, again.



The next morning I went back to the retailer, in person. The manager told me the refund could only be made by cancelling the original order and that ultimately I had to wait for Monday for the SMEG warehouse to open before he could confirm the status and if product could be delivered.



I finally received a phone call from the smeg warehouse, Alantin Appliances, and a delivery time was set.



The people arrived on time and installed the fridge. Unwrapping the drawers, they noticed a long scratch that crossed through both freezer drawers at the front. The fault was immediately noticed, photographed by the workers and reported back to the warehouse. I was promised the parts would be replaced at no cost to me.



I got a phone call from Alantin Appliances confirming this. They said the parts would be ordered and posted to me after they had received them. I asked that the parts not be posted, that I would prefer to pick them up to avoid greater inconvenience and possible damage.



I was notified that the parts had arrived and in due coarse, I drove several kilometres to take delivery.



Unpacking the drawers, at home, I noticed the bottom drawer was badly damaged and scratched on the lower right side, much worse than the original drawer damage. At the time I was very disappointed that the colour of the plastic differed greatly from the original blue-tinge, and there was no metallic strip to match. I returned the damaged drawer back to the spare parts office. I was told: there was no way I would get a set matching the original drawers, the colour of the plastic moulding batches varied so greatly it was never consistent; and, without the 'other' drawer (that I had left at home) or a photograph of it (even though it was in good order), that a new order could not be placed for a replacement. I left the spare part office, frustrated and annoyed about such a petty declaration.



I went home, photographed the drawer and was about to send it via email when I took a call from Alantin Appliances, saying they had been able to place the order and I did not need to send a photograph after all. The person assured me that the new drawers would be fully checked before I received them.



A bout two weeks later, I got a call to tell me the order had arrived. So, again drove km's to pick them up. Not wanting to lose the protection of the wrapping in transit, I did not at this point check that they were in good order before leaving as I had been 'assured' they would do so.



Unwrapping the packaging at home, I found the top drawer had a 10 cm x 4 cm piece of broken plastic missing on the front left side. As you can imagine, I was not happy. The handlers of your company's products on this supply chain seems to be careless with no sense of pride in your product.



I immediately returned to Alantin spare parts warehouse and set the damaged drawer down in front of the attendant and asked if she could see the problem. I was speechless as they declared it was not possible, couldn't have happen, that both office-workers had checked the product beforehand. To this statement, I was also put out at the inference that I had somehow damaged the goods.



At some point I also asked for the correct registration forms for warranty purposes, as the paperwork that had been supplied had stated "for New Zealand purchases only". The attendant told me to just google it. I asked again, if she could supply me with the correct website details, again she told me to google it, because that is what they always do. I repeated my request again, bluntly, but the attendant felt my attitude confronting, stating there was no need to get angry. So I had to explain to her that I was not angry, but felt I needed to be more assertive in order for her to understand that I had made a specific request for information and that it was her responsibility to supply it.



I rejected the drawers outright as neither matched colour-wise. I explained that I would only accept a matching pair and those available were far from it. She stated again that this may never happen as previously claimed. In which case I suggested that I would rather live with the scratched originals, if they could offer a discounted price on the refrigerator. That was not possible, that would be up to management, she said.



The web address was duly found and passed on to me in writing.



I was stopped from leaving and asked if I would like to speak to the manager. The manager quickly ran through the issue that had been explained to her. There were several points that were miscommunicated. I did not reject taking back the good drawers until the new order came in. I was asked only if I wanted to take a drawer from each of the orders as they were both good.



I told the manager I would not be returning or going out of my way again; that I expected the new parts would be delivered to my door and installed by their representative.



It has now been several weeks later, and I have heard nothing. I feel there was very little customer service or product handling care available at this establishment. I have paid top dollar for a refrigerator that I now fully regret. Neither company deserves credit on their performance or attitude.



I am hoping this communication finds it's way to the correct person in authority so something can be done and the process rectified. It is not a good reflection on either company and I am sure sorting this out is in all our interests.



From day one, it has been a mess - from ordering and miscommunication along all lines. I am not a happy customer and I am still having to wait as nothing has been resolved in four months. For weeks I have heard nothing and I want the corporations head offices to understand how poor my experience has been.



I fully expect compensation for your companies inability to supply the goods in good order or supply replacement goods in a timely manner, especially considering they have been paid for in full; and for the inconvenience, undue stress caused by your supply line incompetence and disrespect that I have been shown as a customer. Under the circumstances, I am in the process of contacting consumer affairs and considering the possibility of returning the product to get a full refund.

Smeg Constantia

I have purchased a few appliances from this store, and am highly impressed with the level of Customer service offered by Devon. He has patiently assisted with my requests of photos, product specs and specials as well as support in my indecision

Right down to efficient and timeous delivery, and checking on whether the delivery itself went well - will have me returning to purchase from them time and again - Excellence is an understatement

Keep up the good work

spoke to maria today and she went over and beyond to resolve my problem. Best customer service ever. Bravo