Pacifica Reviews

50,220

•

4.6

Appliance Repair Service

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Review summary

Created with AI, based on recent reviews

Considering 11,403 reviews, reviewers overwhelmingly had a great experience with this company. Customers frequently praise the engineers for being professional, knowledgeable, and efficient, often resolving issues quickly and effectively. Many highlight the staff's polite, respectful, and friendly demeanor, making the service experience pleasant. Reviewers also appreciate the prompt arrival times, clear communication, and the thoroughness with which repairs are completed, often leaving the area clean and tidy. However, some customers also noted issues with customer service and the repair process. Some people were dissatisfied with unaddressed problems during repairs, engineers arriving without necessary parts, or needing multiple visits for the same fault. Additionally, a few other people also felt that communication from customer service was lacking, with reports of unreturned calls, disinterest, or long delays in resolving product issues.

What people talk about most

Staff

Reviewers highlight positive aspects of staff, frequently praising their efficiency, politeness, and... See more

Service

Clients share positive opinions on service, with many reviewers expressing satisfaction with the engineers'... See more

Customer service

Consumers find customer service to be ambiguous, with many reporting positive interactions where staff were... See more

Product

Customers had ambiguous experiences with product, with some expressing satisfaction after their appliances... See more

Customer communications

Customers consistently note ambiguous experiences with contact, with some finding it easy to book service or... See more

Reviews shaping this summary

Fantastic service from start to finish, booking the engineer was easy to do online. Slot was within a week. parts were ordered before the visit as problem was diagnosed beforehand, polite, respe... See more

Was very easy to get a slot booked and the text message both the night before and as the engineer left his previous job was very helpful. Jon was a top guy who was very personable and thorough in his... See more

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

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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Replied to 99% of negative reviews

Typically replies within 48 hours

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All reviews

(50,220)

11,099 reviews in the last 12 months

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4 days ago

Very polite and understanding

Very polite and understanding. Knew his job and carried out diagnostics and completed the repair satisfactorily. Kept us in regularly about his arrival to the property.

Very professional

August 5, 2026

Unprompted review

Reply from Pacifica

3 days ago

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

4 days ago

Nathan 4231 did my repair yesterday

Nathan 4231 did my repair yesterday . Solved the problem with fridge/freezer, gave really good advice and was professional and friendly.
Whole process of reporting the problem and getting updates on when an engineer would be visiting was so easy. Very happy with all aspects of the service. Only thing was the previous engineer brought the wrong door and then had to rebook another day.

August 4, 2026

Unprompted review

Reply from Pacifica

3 days ago

Hello

Thank you for your 4* 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

4 days ago

The agent was polite and listened attentively to all that I said . Although he couldn't address one query at first he persevered and eventually came up with an explanation

August 5, 2026

Unprompted review

Reply from Pacifica

3 days ago

4 days ago

Absolutely bad service

Absolutely bad service
I have called in about my washing machine to be repaired and I’ve been given a date about in three weeks time they have came in 2 engineers but they were very unprofessional which they couldn’t really understand what was the issue with the machine . They thought it been repaired but after a day when I use my washing machine, it started to leak underneath so the engineers has cracked the drain pump, I guess because it’s leaking the water under the machine. Really bad service really bad engineers really unprofessional engineers

August 3, 2026

Unprompted review

Reply from Pacifica

3 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

Appliance damaged by engineers on 2 separate occasions

Booked 2x repairs for replacement glass for AEG induction hobs and the repair was allocated to Pacifica to carry out the repairs. On both occasions, the engineers damaged the casing.

First complaint raised with Pacifica, 5+ weeks later and I still haven't had any resolution or contact and whenever I call in, I get told I will get a call back which I never do. Images of the damage have been sent to the complaints team but have had radio silence since. Can't fault the engineer as he was professional and courteous.

Second complaint raised on the same day the engineer visited for a second repair as his attitude and personal hygiene were poor. The engineer didn't want to carry out the repair and after a bit of back and forth with his manager he was told to carry out the repair. On this occasion I watched the engineer and saw him butcher the plastic cover with a screw driver just to get a bit of tape off which has left numerous scratches on the cover. He has also overtightened the bolts causing the plastic casing to break. Also, whilst carrying the repair, the engineer was throwing tools and boxes around on our newly installed kitchen floor. Whilst the engineer was leaving he also made a passive aggressive comment along the lines of 'if you break the glass again, don't call me'. Raised a complaint over the phone, didn't hear anything, raised another complaint over email, again haven't heard back even when their website states that someone would respond within 4 working hours. To further rub salt on the wound, I had to pay £200 for the repair.

Have had nothing but issues with Pacifica from the get go and am left without a hob as it can't be installed until the repairs have been carried.

Wouldn't recommend Pacifica at all and don't understand why AEG use them for repairs.

June 16, 2026

Unprompted review

Reply from Pacifica

3 days ago

4 days ago

Washing Machine Repair

Kim Lang 4494 repaired our washing machine today - she arrived within the provided time window and had the correct part. The machine was repaired promptly and put back as it was found. Excellent service.

Same engineer arrived today, despite being told a different one would be sent. As last time he didn't listen to me, so I handed him over to my husband.
We told once again that the grill was turning off completely and not restarting because it was thermostatic! Normally this occurs after 5 minutes. Today it took 15 mins but as my husband pointed out, that was because the grill pan and rack had been removed. The problem concerning the hob was not addressed either.
Rang Customer Helpline and was told I would receive a call back in 2 minutes 20 minutes ago.

August 5, 2026

Unprompted review

Reply from Pacifica

3 days ago

4 days ago

Peter attend and managed to pinpoint…

Peter 6793 attend and managed to pinpoint the issue with the washing machine, fix it and give us tips on how to ensure the issue if it comes back, how to remedy it.

He is a professional who takes pride in his work, and who genuinely enjoys his job.

August 5, 2026

Unprompted review

Reply from Pacifica

3 days ago

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