We ordered a Beko freezer as part of a fitted kitchen in December. Days after it was installed, in late January, we discovered that everything in the top half of the freezer had thawed (including meat and ready meals) while the bottom half stayed frozen.

It was a nightmare trying to contact Beko - 4 different phone numbers that are rarely answered, and online chat where, if you ask to 'talk to an agent', you are left hanging for 45 minutes.

We finally got through (27/1/25), reported the fault - they refused to compensate us for the food that had spoiled - and an engineer came out to check it (31/1/25). He identified the fault but didn't have the necessary part. On the 1st & 8th Feb we got messages saying that the part was out of stock & to 'bear with them'. I eventually got through to Beko again (same issues as before) to be told that they wouldn't REPLACE our BRAND NEW, FAULTY freezer because we'd ordered it more than 30 days earlier, & we had to wait for them to get around to repairing it. I explained that, as part of a FITTED KITCHEN, the appliances are installed LAST, so we wouldn't have known their freezer was faulty until then. But they were adamant.

I contacted Wren, from whom we bought the kitchen, and without any discussion they immediately offered to replace the freezer. I tried to tell Beko we no longer needed the repair, but every message they send is a 'no reply'. When we were on holiday, ON 11TH MARCH, I received a WhatsApp from my neighbour to saty a Beko engineer had turned up at my house, with no warning. Unbelievable.

If I could give ZERO out of 5 I would. Hotpoint/Beko 'service' is an oxymoron, and the people who 'manage' it seem to be genuine morons. It seems that they've cut the staffing back to less than a bare minimum, and all common sense has gone out of their processes. Our previous, stand-alone Beko freezer is still working (in our garage) trouble-free after 9 years. Either Beko's build quality has plumetted since then or we were just lucky 9 years ago.

AVOID!!!