Yum Asia Reviews 

Reply from Yum Asia

Updated Aug 26, 2026

Hi Marcus, we completely understand that you are disappointed and frustrated with the situation, and we are sorry that you have had this experience. However, we would like to clarify a few points regarding the comments in your review.

Your original rice cooker purchase was made in August 2022. When you contacted us in February 2025 to request to purchase a replacement bowl, you simply advised us that the bowl was broken. At no point before this did you contact us regarding any issue with the original bowl supplied with your rice cooker.

As a result, we cannot comment on the condition or circumstances surrounding the original bowl. Equally, a request for a replacement stating that the bowl is broken does not indicate that the same issue had occurred previously; it indicates that the bowl being used at that time had possibly been broken or cracked in some way.

As we explained by email, our inner bowls are covered by a six-month warranty. This is because they are a highly wearable component and their condition can be affected by how they are used and cared for. In fact, many rice cooker manufacturers, including Zojirushi, do not cover inner bowls under their warranties at all.

The six month warranty period comes from our extensive life testing that we do for our products and due to this, we do have a clear understanding of how and when a manufacturing defect would normally present itself. A manufacturing defect in an inner bowl would be expected to become apparent within the warranty period, rather than after approximately 18 months of use.

A warranty must, by its nature, be based on a defined period of time. This is standard across the industry because it is not possible for us to determine how frequently a bowl has been used, what it has been used to cook, or how it has been handled and cared for throughout its lifetime. A fixed warranty period therefore provides a clear and consistent basis on which warranty claims can be assessed.

Your request was independently assessed by two members of the Yum Asia team. On both assessments, the conclusion was the same: the bowl is now one year outside the applicable warranty period and therefore does not qualify for a free replacement under our warranty terms.

We also want to reassure you that issues with our inner bowls are extremely rare. Where a bowl develops an issue after a prolonged period of use, such as around 18 months, it is more than likely due to use or care. As you have acknowledged, we simply cannot know how the bowl has been used, what has been cooked in it, or how it has been cared for over that period.

We appreciate that this is not the outcome you were hoping for, but we have to apply our warranty terms consistently and fairly to all customers. In this case, the bowl falls far outside the applicable warranty period, so we are unable to provide a free replacement.

We hope this clarifies our position and the reasons behind our decision.

Edit - Please read the first e-mail you sent to us, the last line asks for a free replacement.

Reports of damaged inner bowls will naturally have similarities, as bowls can only be damaged in certain ways. Similar descriptions do not indicate there is a wider product issue.

We also want to be transparent that some customers posting on social media have attempted to pressure us into providing free replacements in exchange for removing or withholding negative reviews which we have declined to do.

Our warranty policy ensures that genuine faults are assessed fairly and consistently for every customer. We understand that this may not always produce the outcome a customer hopes for, applying the same policy consistently is important to us and is standard practice for responsible businesses.

Reply from Yum Asia

Updated Aug 23, 2026

Hi, thank you for your patience while we continue to look into your missing delivery.

Your order was placed on 26 July and, according to DPD's records and proof-of-delivery photograph, was marked as delivered on 28 July. You contacted us on 29 July to let us know that you had not received the parcel.

Under consumer law, where no specific delivery date has been agreed before an order is placed, a company has up to 30 days to complete delivery. This allows reasonable time for situations where a delivery does not go as expected and gives both us and the delivery company an opportunity to investigate properly.

As explained in our previous emails, the first step was for our warehouse to contact DPD to establish what had happened to the parcel. This was necessary to check whether the parcel had been incorrectly marked as delivered, or whether DPD had subsequently retrieved it after determining that it should not have been left outside your door or some other reason.

DPD were unable to locate the parcel and therefore advised that they needed to carry out a formal investigation into the delivery. This investigation was opened on 4 August, and we advised you that DPD's investigation would normally take around 7 working days.

We are now only just beyond that 7-working-day timeframe. However, rather than simply wait, we have already contacted our warehouse again to request an update from DPD.

As previously advised, we expect to have a further update from our warehouse early next week. We appreciate that this situation is frustrating, but we do need to allow DPD the opportunity to complete its investigation before we can take the appropriate next step.

We will update you as soon as we receive further information.

UPDATE 23/08 - as of 21/08, DPD took responsibility for the delivery being lost and we refunded you in full and updated you by e-mail.

Reply from Yum Asia

Aug 11, 2026

Hi, we completely understand that this situation is frustrating, and we’d like to explain why we made the decision to return your latest order to our warehouse.

As we have already communicated to you via several support tickets - over the past two months, we have had two separate orders you placed returned to us by DPD due to issues with the delivery address. In our experience, this is not a normal occurrence and, as we have explained in our previous emails, it indicates that there is an issue with how the address is being handled by DPD.

Unfortunately, when DPD returns a shipment to us because it could not be delivered, we are charged more than just the original delivery cost. We are also charged for the return shipment and an additional return fee. In the case of both of your previous orders, the total cost to us was over £25 per shipment.

This means that we have already incurred significant losses on the two orders that were returned to us. These costs amounted to around one third of the value of the order, which unfortunately is not something we can continue to absorb.

When your latest order was placed, we therefore had to consider the possibility of a third shipment being returned for the same reason. Rather than risk incurring another substantial loss, we contacted DPD and requested that the shipment be returned to sender before it reached the delivery stage, meaning we would not incur the same return charges.

We appreciate that this is not the outcome you were expecting, but from our position, after experiencing two costly returns in a relatively short period, we felt this was the most responsible course of action. Continuing to send shipments to an address where DPD appears to be experiencing a delivery issue is unfortunately not sustainable for our business.

You have already received a refund for one of the previously returned orders. The second order has not yet been delivered back to our warehouse, so its refund will be processed once the return has been received.

With regard to the two previous deliveries that DPD returned, any complaint or request for clarification needs to be directed to DPD Customer Service. DPD does not provide us with the specific reason why these shipments are being returned, so unfortunately we are unable to investigate or resolve the address issue on your behalf.

As we have previously advised, if there is an issue with your address within DPD's system, this will need to be resolved directly with DPD before we can safely send further orders to that address.

We hope you can understand our position and why, given the costs already incurred, we have had to take this approach.

Reply from Yum Asia

Published Jul 7, 2026

Hi Casey, as we explained in our previous emails, your purchase was made in March, so it is no longer eligible for a refund under our returns policy. After the initial 30-day purchase period, the warranty provides for either a repair or a replacement, depending on the nature of the issue.

The problem you've described with the lid button is relatively uncommon, but in the vast majority of cases it is resolved by replacing the lid button. We sent you a replacement lid button several weeks ago as the first step in resolving the issue. When you contacted us yesterday to let us know the problem was still occurring, we responded promptly by providing you with a prepaid return label so we can inspect and repair the unit if necessary.

We appreciate that dealing with a faulty product can be frustrating, and we have made every effort to assist you as quickly and fairly as possible. We would also ask that future communications remain respectful. Throughout our correspondence, our team has remained courteous and professional, and we ask that the same courtesy be extended to our staff.

We look forward to resolving this matter for you as quickly as possible once we receive the returned unit.

Reply from Yum Asia

Updated Jul 1, 2026

Hi Nicholas, if you contacted us direct then you will have been informed that we only supply Zojirushi spare parts for customers who originally purchased their Zojirushi rice cooker from us. This is not 'an abuse of monopoly' as other sellers do sell Zojirushi products (as you have indicated because you purchased your rice cooker on Amazon).

Whoever you purchased your Zojirushi rice cooker from on Amazon has a legal obligation to provide you with spare parts, so you would need to contact the Amazon seller you purchased from for them to provide parts for you.

Our spare parts provision for Zojirushi products is an after-sales service to our customers. We aren't affiliated with Zojirushi in any way so we simply cannot provide a general spare parts service to non-customers.

Edit to answer your question - it is a legal obligation for any seller of a product to provide spare parts for said product, this is the "Right to Repair" legislation (Ecodesign Regulations). Your contract is with the seller on Amazon, therefore the seller on Amazon has to supply spare parts to you under UK Consumer law. So you need to contact whoever you purchased from on Amazon and ask them to supply the spare part to you.

Edit 2 - we don't know why you haven't just contacted us and we could have outlined all of this, instead we are doing a 'ping pong' edit on Trustpilot.

In the absence of the manufacturer being established in the country, the seller takes on the responsibilites of manufacturer. Therefore the Amazon seller who you purchased from has a legal responsibility to supply parts to you. We are not that seller, so we have no obligation to supply a spare part to you.

As we have stated, we have no obligation to supply spare parts to you. We aren't sure why you are so angry at us for this, when your anger should be directed towards whatever seller sold you the product and Amazon as ultimately the responsibility lies with them.

Again, we have no legal obligation to sell any spare part to you for your rice cooker. You did not purchase your rice cooker from us, we have no responsibility to provide parts for a product we didn't supply to you originally, so as stated you need to contact the seller you purchased from to supply this part.

Reply from Yum Asia

Jun 1, 2026

Hi Mehdi, from reading your other reviews, you don't seem to have a lot of luck when dealing with other companies. After reviewing our records, we were unable to verify any previous orders associated with your e-mail address, nor on our Amazon messaging system. When you contacted us regarding pricing, we explained that there were no discounts available at that time and explained the reasons why. You then proceeded to lecture us in quite a condescending manner about how we should be running our business.

We understand that pricing decisions can sometimes be frustrating, especially when expectations differ. However, our pricing and discount policies are applied consistently to all customers to ensure fairness.

While we respect your right to leave a review based on your experience, we believe the rating may not accurately reflect the service provided, as our interaction was limited to a request for a discount that we were unfortunately unable to accommodate. It is unbelievable that you decided to review us 1 star on Trustpilot on the basis that we wouldn't provide you with a discount. This, unfortunately, is typical for the Trustpilot platform where customers simply use it to try and blackmail companies into giving them what they want.

Reply from Yum Asia

Apr 24, 2026

Hi, we’d like to clarify a few points regarding your order and your recent interaction with our team.

To begin with, we operate separate websites for UK and EU customers (you can see this via the flag switch icon on our site), as orders are fulfilled from different warehouses depending on the location. Since your delivery address is in Ireland, your order was correctly placed through our EU site and dispatched from our Netherlands warehouse.

You contacted us after delivery regarding the plug type included with your order. We responded by confirming that the correct 2-pin EU (Schuko) power cord was supplied, as specified for products ordered through our EU site. This information is clearly indicated in multiple places: twice on the product page (one of these is in bold text above the price and 'Add to Cart' button), on the delivery page, and via a notice displayed at checkout when an Irish address is entered.

Our intention in providing this information in response to your e-mail, along with screenshots, was to clarify the situation, not to assign blame or refuse support. We understand that this may have been frustrating, but based on our review, the item delivered matches exactly what was listed and ordered.

You also referenced a screenshot from our UK site showing a UK plug. As previously explained, orders fulfilled from our UK warehouse include UK plugs, while those from our EU warehouse include EU plugs. This distinction is consistent across our platforms and was correctly applied in your case. We also provided guidance to you regarding replacing the power cord with one suitable for use in Ireland.