Lothian Domestics Ltd Reviews 

Contacted Lothian Domestics Ltd to repair my 2 year old Samsung fridge/freezer and the service from that first contact until the fix was completed was of the highest standard. They gave an exceptional approach to keeping the customer informed at every stage and Steven the engineer who attended to diagnose and then return to fit parts was so knowledgeable, so enthusiastic about his job and such a lovely person to deal with. This was by far the best experience with a repair I have come across, if I could have given 10 stars I would. First class company.

The engineer was professional and left the area tidy.

When things go wrong this company seems to take a very rigid and defensive approach. Filter the reviews here to 1 star and you can see this reflected in their responses to complaints.

For context, Lothian Domestics arranged to examine and repair my oven. £55 for the first callout, then an additional £97 for the part and the repair. They cancelled the repair a few days before due to the part being damaged. They offered to refund the £97 (which they did).

I asked whether the £55 could be refunded as a gesture of goodwill since everything had been booked and ready to go, and I spoke to a manager who declined the refund in line with their terms and conditions.

The interaction was very difficult however. Technically, everything she said was correct. She read the terms and conditions to me, and explained why they didn't have to refund the £55. However, the conversation was very one-sided, no dialogue. She spoke quickly and did not allow much space for me to speak; I had to interrupt to be heard, which not everyone is comfortable doing. She stated very firmly that there was “no scenario” in which that £55 would be refunded.

It is hard to capture the tone of the interaction in writing, so I do encourage you to read the responses to negative reviews. I think that gives a good reflection. Based on my experience and those responses, this approach can come across as hostile - which is not what you want when things don't go to plan.

If everything goes smoothly, I expect the service is fine. Based on my experience (and the company’s responses to negative reviews) it’s worth considering how situations are handled when issues arise.

To the reply:
Case in point. You will see by re-reading my review that my complaint is not the £55, but the black and white thinking, and the way you respond to customers when things don't go well, which you have illustrated. This is consistent with every response you have made to every negative review that I have read here. It does not reflect well, it elicits arguments, and I suspect most of your negative reviews would not exist if you absorbed the emotion, dropped the defensiveness, and spoke to customers differently to try to find resolution when things haven't worked out. That's how most reputable companies behave.

Reply to further edit by company:
I see that 45 minutes after replying a second time, you have edited and removed your initial reply. You have opted to try to discredit me, again highlighting the approach this company takes when things don't go well.

My perspective of what happened in that phone call is (unsurprisingly) different from yours. We are unlikely to agree on that so it would be unhelpful to debate it. I will also not delete or edit my side of this interaction because I think it is dishonest.

You have my feedback, it is up to you what you do with it. Perhaps this is a helpful way to approach difference of opinion, or perhaps it is not. Ultimately that is for you to decide.

Most companies and professionals, whether they agree with a critique or not, take it as a reflection point rather than trying to discredit the other person. And that is fundamentally my complaint: how you approach people when things go wrong, especially when you disagree with them.

You do have overwhelmingly positive reviews which is great, I imagine things are smooth when everything goes well. It is up to the reader whether they want to take the small chance they are confronted by the other side of this company.

To reply... Again
I find that interesting, because when I first opened your reply the entire thread was there, and then 45m later I got an email saying you had edited the comment, and your earlier statements were gone.
I respect your decision to bring a close to this, it seems quite sensible because we are no longer adding anything useful. It descended into a debate, as all responses to critical comments here seem to.

Fast appointment arrived on time definitely a company I’d recommend repair was done quickly and efficiently

Lothian Domestics kept us well informed about the process of the appointment.
Steven arrived promptly and seemed to know very quickly what the problem was
He replaced the door which was causing the fault and then fully tested the freezer to make sure everything was working properly. He was polite and made sure everything was tidy before leaving

The engineer (Paul) arrived on time. He checked the oven and explained what work needed to be fine. He had the replacement part in the van. Paul was polite, efficient and professional.
Having made the booking the day before online I was really pleased to have the oven fixed and functional the next day!
I would definitely recommend Lothian Domestics.

Ross, the Engineer, was professional, efficient, and clearly explained what he doing throughout the repair. Would recommend without hesitation.

Prompt service
Pleasant helpful engineers who did a good job and didn’t try to sell unnecessary expensive repairs

After explaining the problem with the washing machine to Ross the engineer he set about his task. Find and fixing the problem. Ross was polite and courteous. He explained the problem clearly. I would highly recommend Lothian Domestic in the future.

Ross was helpful done all the checks on the fridge/freezer her could even though the noise fridge was making bever made the noise when he arrived typically but the was patient and tried and checked everything and gave advice if I keep having same issues what to look out for etc . He done all he could on the day

Great communication and engineer who attended was polite and knowledgeable. Would use again without hesitation.

From start to finish we feel this company did everything we could have hoped for as far as a repair company is concerned.
They let me know when they'd arrive. Which they kept to.
Were pleasant to deal with, left no mess in general the engineer Steven is a credit to the company.
Thank you for fixing our washing machine.

The engineer Paul was quick and tidy, explained what had been done clearly. The overall customer service was excellent including clear ongoing communication about appointment slots and likely engineer arrival

Excellent service from Paul.

Amazing job done by steven he explained everything too me fix the issue straight away i am very happy now my machine is working he quickly recognised it was the drained pipe was block

Fastest repair ever. Thank you!

Faulty appliance on Sunday, fixed on Tuesday under warranty. Kept up to date with engineer appointment and arrival times. Superb

Easy to book, quick appointment. Engineer arrived on time and diagnosed fault in washing machine very quickly

Company managed to fit us in earlier than expected and engineer (Steven) was very professional and helpful

Stephen, the engineer that attended today did a fantastic job. He arrived on time and was courteous and professional. He explained in detail what the job would entail to fix my machine and carried out the work with great expertise. My washing machine now works perfectly. He tested the machine prior to leaving and explained exactly what had been repaired. Would thoroughly recommend.