Pacifica Reviews

50,332

•

4.6

Appliance Repair Service

Write a review Visit website

Write a review

While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more

To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more

Review summary

Created with AI, based on recent reviews

Looking at 11,412 reviews, reviewers overwhelmingly had a great experience with this company. Consumers consistently praise the professional staff for being consistently punctual, extremely polite, and very efficient when handling complex appliance repairs directly inside their homes. Many people truly appreciate the quick fault diagnosis, comprehensive explanations provided throughout the entire process, and tidy workspaces left behind afterwards. However, some customers also noted frustrating communication delays, unhelpful support responses, and noticeable difficulties getting timely updates regarding their ongoing service requests. A small group of reviewers encountered unexpected scheduling setbacks, prolonged waiting times for replacement parts, or occasional issues with incorrect items being sent out.

What people talk about most

Staff

Customers consistently note positive experiences with staff, highlighting that engineers and support agents... See more

Service

Consumers find service to be positive, highlighting prompt appointments and helpful support. Reviewers... See more

Customer service

Reviewers highlight ambiguous aspects of customer service, noting mixed experiences ranging from helpful... See more

Product

Users describe ambiguous interactions with product, reflecting a split in consumer experiences. Many... See more

Customer communications

Reviewers share mixed feedback about contact experiences. Some consumers note that booking a repair call is... See more

Reviews shaping this summary

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

Company replied

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

Jack 4594 Was very professional and explained whole process throughout visit. We have been informed of next stage and was very helpful with regard to kitchen equipment. Has great knowledge of his j... 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

5-star

4-star

3-star

2-star

1-star

Asks customers to review

This company invites their customers to review, whether positive or negative

Replied to 99% of negative reviews

Typically replies within 48 hours

How this company uses Trustpilot

See how their reviews and ratings are sourced, scored, and moderated.

People also looked at

Crédit Agricole Assurances / Pacifica

www.ca-assurances.com

3.6

(2K)

Domestic & General - UK

domesticandgeneral.com

4.2

(151K)

L'olivier Assurance

www.lolivier.fr

4.1

(16K)

Hisense UK

hisense.co.uk

3.4

(21K)

Direct Assurance

direct-assurance.fr

3.9

(9K)

ao.com

www.ao.com

4.9

(1M)

Groupama

groupama.fr

4.5

(2K)

Macif

macif.fr

1.6

August 8, 2026

Unprompted review

Reply from Pacifica

2 days ago

Updated 4 days ago

Serious problem with logistics and…

Serious problem with logistics and communication and protocols for error relating to parts order. Replacement fridge door ordered, too big to fit local engineers locker for pick up. (Should have been sent direct to my house via DPD with a tracking number in first place) Door was sent back to Heathrow warehouse. Customer Service manager at my local Pacifica-owned company (Autowash in Sittingbourne) requested new replacement fridge door from Newcastle warehouse to be sent ASAP to my address. New engineer booked and new parts order recorded as ‘despatched’ on the system but no DPD tracking number given to either Autowash or myself, as the customer. No tracking number because the fridge door was clearly never despatched and perhaps the figment of someone’s imagination. The re-ordered part never arrived. This is a very puzzling way for a company to operate. I feel angry, let down and baffled at this company's ineptitude. Local Customer Service Manager, who worked hard to correct the problem, has agreed a refund, but needless to say will not be using Pacifica again.

August 7, 2026

Unprompted review

Reply from Pacifica

2 days ago

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

4 days ago

The adviser Owan really helped me and…

The adviser Owan really helped me and listened. Good repair date also.

August 8, 2026

Unprompted review

Reply from Pacifica

2 days ago

4 days ago

Booking appointment

First response by Bon to my fault was very good. Appointment booked for a convenient date and time.

August 8, 2026

Unprompted review

Reply from Pacifica

2 days ago

4 days ago

Romeo the engineer visited my property…

Romeo the engineer visited my property to inspect my appliance and was really nice and friendly, he has already done the report and i appreciate the speed in which this was done.

August 6, 2026

Unprompted review

Reply from Pacifica

2 days ago

The Trustpilot Experience

Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.

We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.

Learn about Trustpilot’s review process.

Here are 8 tips for writing great reviews.

Verification can help ensure real people are writing the reviews you read on Trustpilot.

Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.

Take a closer look