Groupe SEB Reviews 31

Repair for vacuum, haven’t heard a thing in weeks no response

Unanswered email to customer service after 2 weeks. - Purchases not yet shipped after 27 day wait.
- Long Customer service wait time and told to call back in a week for an update.
- Called Customer service a 2nd time, and waited 34 minutes to speak with someone, and only after 40 minutes was told that the ship date was likely another 5 days out, or 33 days from date of purchase.

If I was able to I would give 0 stars.

They are the service centre for Tefal my air fryer was sent there for repair, despite it only being an LED screen repair it took nearly a month. When it was returned they didn't sent back my drawer and Steamer so I am unable to use my air fryer. I have three children and it is Christmas day tomorrow and I am missing my key kitchen appliance.

When I called to ask where the missing parts are the lady spoke to was so unhelpful, she checked their computer record and insisted these parts had not been received. When I asked her to double check with the engineer as most likely the air fryer will have been taken apart and it's possible he may have forgot to put it together again. Her response was 'we're not lying and he'll say the same". I was shocked at her indifference and apathy. When I said I have a photo of the full air fryer being packed by DPD she then gave an even more incredulous response saying it "may have fallen out in transit", how on earth can two big parts like that fall out in transit????

Absolutely dire, unprofessional unreliable and untrustworthy service.

I have escalated this with Tefal and am still awaiting a resolution and in the meantime I have an air fryer I paid £220 for with the main drawer and Steamer missing and I am unable to use.

Atrocious customer service.
Sent my Tefal air fryer in for repair, received someone else's Basket for the air fryer back in our unit, it was dirty and damaged.
Customer service demanded videos of the damage, which were sent, they then sent the wrong part out and refuse to acknowledge their error even after further proof was provided.
Stay clear of this company.

Company needs to address customer services issues with Krups... Groupe SEB state they provide a complaints procedure when complaints are not resolved by the company enabling the customer to escalate their complaint and have it resolved. What they do provide is an answer phone for UK customers that is not in English where you are asked to leave your number for someone to contact you and no one rings you back. I am unable to escalate my complaint within Krups apparently even though I have requested this several times and I am unable to escalate my complaint within the parent company too.... My complaint is as follows: I ordered accessories for our coffee grinder on the 18th September... the order was lost by Evri.. contacted customer services after a week, they advised Evri would deliver it, they didnt... then it took four weeks to establish we did not receive it and they advised a replacement would be sent out after five weeks and we are still waiting. There is another order number which does not correlate to an order? I emailed raising a case, in response they have sent emails to the relevant department as they are not able to ring them? And still we wait... I have called twice as they are now ignoring case emails, I have called the company SE Groupe and left a message on their complaints answer machine, they have not called back, I called again this afternoon the latest update from 'John' is the person who deals with this is not in the office today so he will call me back in the morning... he assures me that he will resolve this issue... and still they continue to apologise... you cannot apologise for something and then continue doing the same thing as it negates your apology, John wont even admit that this is not a reasonable timescale for dealing with my complaint, they ignore emails and there is no way to escalate the complaint, this is what happens when customer services are farmed out to employees who are not allowed access to systems and have to rely on emailing the relevant people to resolve issues, nothing gets resolved, barriers to resolution are created and customers get frustrated and then they have to record messages for customers stating they will not tolerate customers verbalising their frustrations... maybe if they resolved issues in a resonable timescale customers would not be frustrated in the first place and would not express their displeasure and frustration at getting nothing resolved... order placed on the 18th September and still we wait... Product was Which recommended, shame Which do not review customer services... I will never knowingly buy a Krups or Groupe SEB product again!!!