Kyle 9261 Really knowledgeable and friendly professional engineer. Helped to quickly spot the issue and it gave me confidence that the oven would work well as he could show me the issue. (Brand... See more
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Review summary
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The Pacifica engineer that visited us (Daniel Fox) was excellent. He listened to the problems we were having with our integrated fridge freezer, and took it out of its housing to check the components... See more
Company replied
Pacifica diagnosed a fault with our fridge/ freezer. A week later Engineer Gavin Fairbanks 4392 came to our home and fitted a new compressor which did the trick. He was very polite, informative and... See more
Company replied
We’ve had several call outs to this appliance & no one else seemed to know what was wrong. Gavin (engineer 4392) came out to look at it this time. He was friendly & efficient & got it working in no ti... See more
Company replied
Company details
Written by the company
We control and manage an expert workforce of over 300 directly-employed white goods engineers. Technical expertise gained over many years, combined with a highly effective engineer management structure, has helped us become one of the largest and most-trusted appliance engineer workforces in the UK. Overview - Working primarily with manufacturers, insurance companies and retailers, we are able to deliver a service and support solutions with UK-wide coverage that enhances and consolidates the brand reputations of our partners. Field-based and branded services - These services are trusted by some of the world’s leading manufacturers due to our attention to detail and thorough approach. These services include: • Specific training for each brand • Uniform and ID Cards • Continuous Improvement process through field audits • Professional training from our in-house City & Guilds Assured engineer training academy • Vehicle tracking and behaviour monitoring • Specialist route planning team • Extensive field management support • In-house software providing real-time updating • Disclosure and barring service DBS (CRB) checked • Manufacturer approved • Large UK based Customer Contact Centre • World wide supply chain ensuring availability of spares parts required for the job Training with our Repair Academy - The future of our industry is important to us and our clients. In 2015, we set up the Repair Academy to nurture and train young engineers. Our facilities include classrooms and a training kitchen/workshop which features a number of free-standing and integrated products. Green Credentials - Sustainability forms an integral part of our business strategy and increasing our efforts to reach net zero. The business has published its plan to become operationally net zero by 2030. https://pacifica.co.uk/sustainability
Contact info
Pacifica House, Rainton Business Park, DH4 5RA, Houghton-le-Sprong, United Kingdom
- 0800 030 6040
- karen.pallister@pacifica.co.uk
- www.pacifica.co.uk
4.6
Excellent
50K reviews
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This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 48 hours
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Spoke to Mich
Spoke to Mich , was very helpful and efficient and polite . Great customer service
August 7, 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
I rang to change an appointment
I rang to change an appointment. Richard was very pleasant and was dealt with my request satisfactorily
Great service
August 7, 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
The engineer was very helpful and the…
The engineer was very helpful and the service was very good.
August 7, 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Great service
Engineer friendly but efficient. Repair completed on 1st visit.
August 5, 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
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We hope you have a great day
Many was very helpful patience and I…
Many was very helpful patience and I was reassured and given the right information. So thank you Manny you made my day .
August 7, 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Issue with my dishwasher resolved…
Issue with my dishwasher resolved within 3 days. Very polite and efficient.
August 7, 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Fast and Professional Service
I had an excellent experience with Pacifica. My case was resolved quickly and without any problems. Caitlin Pritchard was professional, knowledgeable, and extremely helpful throughout the whole process. I only wish every customer service experience was with someone as competent as Caitlin. Thank you for making everything so easy. Highly recommended! ⭐⭐⭐⭐⭐
August 4, 2026
Unprompted review
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Hello
Thank you for your 5* Reply,
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We hope you have a great day
Luke was very polite
Luke was very polite, acted very professional and fixed the problem with our microwave
August 7, 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Good experience
Good experience , we were kept informed re timings for visit. If anything the procedure of videoing the fault was a bit tricky . Engineer that came was straight onto the fault and sorted it quickly.
August 7, 2026
Unprompted review
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Nathan is an extremely professional…
Nathan is an extremely professional young man. He explained what the problem was and it was rectified with in a few minutes. Thankyou very much.Shirley Wiseman.
August 7, 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Friendly and fully explained everything…
Friendly and fully explained everything what was wrong and what he was going to do to put right
August 7, 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
I had a problem with my washing machine
I had a problem with my washing machine, went on line and booked the engineer. On arrival he was polite. We showed him where the machine was and got on to fixing it. When finished he informed us what he had done and left. He was polite and respectful all the way through the appointment.
August 7, 2026
Unprompted review
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Hello
Thank you for your 5* Reply,
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We hope you have a great day
Kaloyan was very polite and helpful
Kaloyan was very polite and helpful. Explained what we needed to do before and after he came round with the new hinges for our freezer. Freezer now works perfectly.
August 4, 2026
Unprompted review
Reply from Pacifica
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Thank you for your 5* Reply,
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We hope you have a great day
Poor customer service
Poor customer service, faulty replacement parts, engineer pretended to fix the dishwasher and left before I could test it fully. The only reason I knew was because he left the part and the next engineer confirmed it was brand new and not replaced. Frequently cancelled repair visits, days of waiting around and planning for someone to be in the house, escalation emails that have been completely ignored and we’ve been left since May without a functioning dishwasher and a refusal to replace it. The next time I buy an appliance, I will make sure to check if Pacifica is the repair company and if it is, I’ll buy a different brand! Absolutely infuriating company!
August 6, 2026
Unprompted review
Reply from Pacifica
Hello
I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.
We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to kelsey.scott@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
The engineer was helpful
The engineer was helpful. I explained the issue with the dish washer and he fixed it right away.
August 7, 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Great Service
Steve was brilliant. He came in and replaced the dispenser drawer having to take all the machine apart to do so..
He was courteous and informed me of what he was doing as he worked.
Pacifica and Hisense have both been really great with trying to sort my new Washing Machine out!!
August 7, 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
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