Smeg UK Reviews 3,182

I bought a neff oven and had difficulty setting the clock. I am technically minded[ex elec engineering] but could not make head or tail of the instructions in the neff booklet.-far too complicated for a simple task. i contacted neff and was lucky enough to get absolutely simple straight forward easy to understand advice from jocelyn at their technical advice who saved the day.Isuggest that the script in the booklet should be replaced with jocelyn;s procedure.

Louise listened, took the the time to explain the procedure, and was kind, friendly and a pleasure to liase with.
An absolute credit to SMEG.

!!!!!!! AVOID !!!!!!!! AVOID !!!!!!!! AVOID!!!!!!

Purchased lapavoni boticelli speciality for £2500. Arrived with missing solenoid and wouldn't operate. Had to get engineer to repair machine. Had another issue further down the line, machine was taken by GMS to repair. Parts would take around 4 weeks to arrive and I had already been waiting 5 weeks by that point so smeg arranged a like for like exchange. New machine arrived today, leaking all over my kitchen side. Cannot get an engineer out for another week and smeg refuse to exchange the machine again so I can have a new, fully working machine. Instead they have insisted I let them repair it. Constant problems with equipment worth thousands and pathetic support from smeg. Will not recommend to anybody and would actively encourage people avoid this place. I will update my review as I go through their process as I will be fighting for compensation.

In response to your message. Ive engaged with you guys for the past 6/7 weeks. You have all the information, its been provided to you since day 1. You agreed to exchange my machine for a like for like and sent out a machine that doesnt work and have refused since to exchange it for a working machine. Your reasoning for this is because the product is oitside of the warranty period. I appreciate the repare and exchange was offered as a gesture of goodwill however i dont think its fair to simply go back on the offer because youve sent out a faulty machine. You offered the exchange, you should stand by your offer. Ive waited months now to sort this problem under the agreement you offered. Ive now had an engineer out whos confirmed 2 pipes from the boiler are damaged beyond repair and need replacing on the brand new machine you exchange my old one for. This tells me that the machine clearly was not tested before leaving your warehouse. Ive spoke to you over the phone and was essentially told tough luck, all you guys are willing to do is repair the machine. Smeg has taken absolutely no responsibility for the fault whatsoever. This is piss poor management on smegs behalf and has done nothing more than make me incredibly fearful of using smeg in the future.

Ive had 2 machines worth over £2000 both of which have arrived faulty. Your brand has been building a reputation for being unreliable. Both domestic and commercial equipment are having a multitude of faults and dont last long even with good care procedures. Parts are hard to access and take around 2 weeks or more to arrive. I honestly could not have imagined a worse experience.

I was offered a like of like exchange. I think its fare to say that a non functioning machine is not like for like. Ive now got to wait for new parts to arrive to fix my brand new lapavoni botticelli speciality so its still not repaired yet. This is beyond a poor experience ive had with smeg and I absolutely will not be returning in the future. I am truly flabbergasted with how ive been treat during this issue and will actively encourage people to avoid using smeg in the future unless serious changes are made.

Not to mention my machine is £800 cheaper from other retailers. How does that work if you're the manufacturer. How do you justify charging £800 more than competitors for the exact same machine?

What a joke

Update to recent reply...

I contacted you several times after the exchanged machine arrived faulty. I urged we do another exchange so I can have a working machine. You refused, multiple times. You then offered it to me after keeping me waiting for another 2 weeks on top of the previous wait time. I now have to wait until late may for the new machine.

I understand and appreciate this was done as a gesture of goodwill however at this point I have committed time and resources into this process. Ive also been at a financial loss due to bad advise and poor time frames and damaged caused by the major leak from the most recent machine.

The major concern is that ive had 2 very expensive machines from smeg. Both of which are 2nd to top of the lapavoni espresso machines. Both have arrived with easily identifiable problems. This suggests there is no test process after the product has been built.

These machines are £2500+, they should be arriving in working order. The fact the most recent machine arrived with a major defect due to incorrect assembly is a huge red flag. The packaging even had wet marks on the base so there was signs of the leak during packaging that were not noticed or ignored. It is standard practice the machines are flushed before shipped, how this problem wasnt found then is beyond me.

Regardless if my circumstances and the gesture of goodwill, it still doesnt explain why the product is being sent out with clear faults. This one has caused water damage all down the back of my kitchen counter tops. The amount of water that leaked was unbelievable

Stephanie was a pleasure to deal with messaged back promptly great customer service sorted eveything out

customer service after sale is bad . Not good coffee machine.

Reported my kettle as leaking on Smeg online form, instantly offered a new one as it was under 2 years old. Had a bit of a problem with courier so 'replied' to Smeg incoming email to ask their help. Jocelyn immediately replied and said they would look into it or if not, send another one! So great to be able to liaise with a real human!

I purchased my set through Debenhams and unfortunately received item with clear defects, but I didn’t get any help resolving the issue through them.

After contacting Smeg directly, I was genuinely impressed with the service I received from Michelle. She was professional, efficient, and incredibly helpful throughout making sure my case was resolved quickly and smoothly.

A great example of excellent customer service -thank you, Michelle! I’ll definitely be buying from Smeg again.

Thank you to Charlotte for arranging an exchange on our 2?year old toaster with a fault.
Good service and a quick response

Louise at Smeg was absolutely amazing
I had a faulty kettle and this issue was resolved in a ln extremely fast manner
Fast and efficient service
5 stars as always buy the best and service to match.

Louise was very helpful and sent the link for me to complete the form for me to get my coffee machine repaired/replaced (unfortunately not for the first time).
I have just completed that and hope that I get a reply and news what to do soon.

Jocelyn was an ambassador for the brand Smeg. She was patient and very professional, empathetic and understanding. She solved my query with the best possible solution.

Absolutely diabolical construction of the Smeg 1.7 litre 50’s style kettle. The toggle function is built with a cheap plastic mechanism on the inside (you see it when you unscrew the bottom to find out why it’s stopped working) that will snap after so long. Not made to last a day longer than the 2 year manufacturer warranty. Compared to the regularly priced kettles which last for years, l would chose those any day of this rubbish.

Excellent great

We had an issue with a leaking SMEG kettle which was still under warranty. One quick telephone call and problem sorted, new kettle is being sent to us, no argument or fuss. Thank you very much Michelle at SMEG

Alex from customer care team was amazing at handling my enquiry and resolving the issue.
Thank you!

Very good response taking me through the process with patience. Thank you Michelle.

Louise
SMEG team
Was very helpful, fantastically patience, thorough, a delight to speak too. Highly recommended
Dr Joseph W Williams

The fact that our coffee machine stopped working after only 3 months was not 5* and the subsequent repair not being satisfactory didn't help with my opinion of SMEG.
This was done online without speaking with anyone.

I then phoned SMEG customer services and spoke with Jocelyn, I explained what happened with the repair not being satisfactory, did not work the same as before, Jocelyn asked for a short video which showed the problem. Within a day she agreed to send a brand new machine which we now have and all is well. So not all good news from the beginning, the 5* is for exchanging with a new machine quickly once I had spoken with Jocelyn.. ...

Excellent in every way, thank you 🌟x. A so professional / also so lovely personal approach - thank you in evefy way to Michelle .. x .. who answered in our tel. contact to Smeg customer team - whoopsy on out feedback these months on from our tel. contact Nov/Dec 2025 ( a so extraordinarily hectic time since our contact and ‘in oir mind all this time to complete !! Ever so i pressed our previous purchases all logged and could be accessed in our chat as reference - fantastic on that and so illuminated / assisted our chat together… thank you .. x. Our same model kettle all fab so far 🌟x. We so love the design and a feeling of unlucky on the issues with our previous two - sometimes these things can occur in even the best manufacture and we feel Smeg is !! Interest in the issue each time - such a caring interest and response !! All excellent - thank you on everything … and for telephone time to share together .. xx
( nb. Date of experience Nov/Dec 2025 … we’ve logged the date of our thank you e.. Nov’25 .. x for experience date - hope that’s ok in linking us to our contact with lovely Michelle .. x )

I had to complain about a fault, with my Smeg kettle, that was still under guarantee. I emailed at 7pm on Wednesday night, received a reply before 9am the next day to say a replacement had been ordered. It was delivered at 4pm on Friday.
What wonderful service and a special thanks to Jocelyn for all her help.