Groupfx Reviews 52

They now have a new name "Mint Service", most likely due to bad reviews.

Samsung authorised repairer. Just as useless as Samsung support.

Booked a repair, received a call which I missed by a few seconds, the guy left a voicemail saying he will cancel the booking because I was not available. What???

I tried calling back, and got a message saying they after closed, and I should call back in business hours. This was at 14:30, so not sure what country they think they are in. No response to email either.

Very bad start, I'll now give my £149 callout to another company, not my loss!

I'll look for a company who have pride in their work, and hire competent staff.

Avoid these clowns!!!

Genuinely one of the most chaotic and poorly coordinated delivery experiences I’ve had.

I was provided with “live tracking” for my soundbar delivery and kept it open throughout the morning. I watched the estimated arrival time move from 10:15 to 1pm by 11am. I planned accordingly.
I then received a call from the driver saying they would arrive within 15 minutes. The live tracking showed them approximately two hours away. When I pointed this out, I was told they had “changed their route slightly.” A slight route change does not explain a two-hour discrepancy. If your tracking can be that inaccurate, it serves no practical purpose.

I had to urgently arrange for someone to be present. By the time the driver arrived, they were already in the process of cancelling the delivery until intercepted.
My partner was assured the unit had been “checked and double-checked.”

When I unpacked it, the power plug — an essential component — was missing!
I then had to call Mint myself to chase this, as I received no proactive contact. I was told they would “chase the warehouse” and get back to me. What that means in practical terms remains unclear. If the plug is missing, it should simply be sent out immediately. Instead, I am still waiting for an update.
Between inaccurate tracking, near-cancelled delivery, missing parts, and no follow-up, this reflects a complete lack of coordination and basic quality control. Essential components should not go missing, and customers should not have to chase for resolution on errors that were not theirs!

Abysmal service. Now owned by Samsung, if you need a warrenty repair then you have no choice but to use Mint. You will find they are unresponsive to phone and e-mail. Best hope an pray your Samsung does not malfunction

In the last two months, we've had non stop issues with our Washing Machine and Dryer which are both still under warranty. Unfortunately both the repair team (Mint) and Samsung support service has been unable to fix the problem. I have sent countless videos demonstrating how the drum is hitting the side of the wall while creating a loud noise.

The Mint repair engineer is unmotivated and have a 'do not care' attitude. Each of their visit seems like guesswork repair. This statement can be supported by them putting sponge inside the machine to stop the noise. Every time they attend a repair to change one machine part but does not actually fix the issue. They have also change the drum and shock absorber based on a guess work, unfortunately the issue is still the same. Each repair made the issues worst.

Mint (Group FX) team leader seems even more unhelpful when addressing this issue after stating that their lead engineer thinks it's a loading issue.

After an exhausting 2 months, Samsung support can't offer any other alternative apart from booking another repair with MINT.

This experience has made us lose both time and money. It is causing undue alarm and distress.

Below is a summary timeline over 2 months (December 2024 - Feb 2025)

6th December- booked an appointment.

16th December - Earliest available booking. (after 10 days)

Received an email that we must send a video for the engineer otherwise it can't be fixed.

11th December- received a call from mint that our booking needed to be postponed as they need to order several parts such as 'drum' (based from the video that we sent).

23rd December is the new date, engineer arrived on that date. He confirmed that he never saw any video and no parts needed to be swapped.

25th December washing machine is still broken. (20 days since first contact)

8th Jan 2025- engineer spend 5 mins looking at machine and concluded that a new drum and shock absorber is needed.

22nd Jan 2025- earliest fixing date for drum.

8th January 2025- re-booked for the same loud noise issue.

5th Feb 2025- Engineer concluded that nothing much can be done after looking at the washing machine without opening it.

10 Feb 2025- 23min phone call with Samsung support. it's only resolution is to book a repair again.

As far as I can tell this company exists for the convenience of itself and its employees. I have no idea how they have become a Samsung authorised repairer and will be taking that up with Samsung.
I was put onto this company by Samsung for a warranty repair on a Samsung T.V. which was only 7 weeks old. The telephone operative told me that they would make in home repairs and made an "all day" appointment and I duly waited in for the engineer. Thirty minutes before he came he called to say that the repair was now a collection and workshop repair. On arrival I asked the engineer why the change, but he just said that was what was on his paperwork. He refused to make a phone call to ascertain why. I reluctantly let him take the T.V. away. Some days later I was told that the repair had been made, but the earliest appointment for the T.V. to be returned was in four days time. Another "all day" appointment. The T.V. arrived and was plugged in by the engineer. I asked him to wait 5 minutes while I set the T.V. up to satisfy myself that it was working correctly. He flat refused to wait and left the house without performing any tests or leaving any paperwork or me signing for delivery. With the tiniest amount of organisation pick ups and drop offs could easily be at set times for customer convenience particularly as the operative does not stick around for tests. The least a customer should be able to expect is that the operative waits until they are happy that everything is in order. This was a warranty repair so I had no choice who to use, but if I was paying I would avoid this company like the plague. They have no interest in their customers whatsoever.

This company has the worst customer service I've ever experienced. I paid the labour fee, a spare part fee, had countless phone calls and had to move my own schedule around (on multiple days) to make sure I was home for the engineer and still ended up with a broken washing machine almost 6 weeks after my initial call.

I kept asking to be referred to a senior member of staff but was only ever able to speak to the team leaders. They sent two different engineers - both of whom said two different things. I felt like I was given the run around by this company and am honestly surprised how they get any work done.

During my first appointment the engineer didn't turn up (there were no calls or emails to inform me so I waited all day only for no one to turn up). At this point I just wanted a refund but was told I could get only get a part refund as the rest was admin. At this point I thought I might as well just rebook but during my second appointment, the customer service rep processed it incorrectly on their system so again nobody turned up. I called and asked for a full refund, but they were insistent on keeping the admin fee even though their admin was the reason my repair was processed incorrectly.

On my third visit, an engineer finally came and I was told I had to buy a part. I bought the part and waited for it to be fitted. On my fourth visit, a different engineer came and said I actually needed another part. I called again and asked for a full refund (which they once again refused) and assured me it would be fixed the next day. The next day was my fifth visit, and the first engineer came back and said yet another part was needed. It baffles me why they sent two different engineers.

After much back and forth I managed to get most of my money back. The time wasted on this has been ridiculous as I could have just bought a new washing machine weeks ago. Note: I posted the same - albeit shorter - review on which? and felt it necessary to post on trust pilot too as I would like consumers to know about the customer service from this place. The only saving grace is that all the calls are recorded so I was able to hold one of the team leaders to giving me a full refund should the fifth visit not work.

Please do your research before trusting this company to repair your appliances.

They tell lies,can’t believe Samsung use theses cowboys avoid hallo sony

2 failed appointments and on the third appointment the engineer scratched my 6 week old cooker hood in numerous places and when I pointed this out he denied it. I then showed him a video I took of the cooker hood before the appointment and he was apologetic and advised the damaged cooker hood base would be replaced. He also scuffed the walls where he worked on it.

Next comes dealing with Mint. Gutter level customer service is ingrained here. They said they would come back within 3 days, but didn’t. They then said it would take a further 3 days and when I chased they said they couldn’t give me a timescale and the manager and director won’t speak to me. I have spent hours complaining to Samsung, it was escalated to the highest level president complaints at Samsung and Mint then denied causing any damage to the cooker hood or my walls.

Samsung have made Mint replace the cooker hood because I had a video showing it in perfect condition before the appointment. But Mint wouldn’t repair the damage to my wall as I had no evidence. Samsung have therefore covered the cost of the damage to my wall.

Before allowing these cowboys in to your home, photograph and video everything. There are other reviews of them denying damage to property.

Mint are an utter disgrace and Samsung should be ashamed at allowing these cowboys to service their warranty.

Rubbish!
Samsung refers to Mint LTD for TV repairs. The engineer wanted to take the TV to the warehouse even not looking into it. I called the office and asked why I wasn't informed that he would not repeat it at home before they take payment so I could look into other repair services before considering Mint LTD. The girl on the phone named Chanel told me she didn't know as well that the engineer wanted to take the TV. After a few calls all was cleared up and the engineer looked at the TV in my house as it all happened before the appointment due time, he confirmed that the TV standby button needs to be replaced which the office can check if they have in their warehouse or need to be ordered from Holand. He tried to call the office and text them as he was at my house but did not get a response with the price quote. He waited around 30 minutes and left saying that the office would call me. Sure! No one called, at the end of the day I called and the girl told me she would send an email with the price quote, etc…. it was Friday. By Tuesday still no email or call from Mint LTD. I called them, and a guy by the name of Sam was telling a different story: Unfortunately, Samsung does not have an estimated dispatch date for this part which means it could become available to order tomorrow, next year or never…
So they told me to contact Samsung again.
I paid £144 for the ‘The Mint to Mint 2 group LTD” service!
Money to the bin but at least TV at home (not fixed but don't have to chase to get it back).

Dear samsung, you've lost a customer for life because you use mint 2 mint. Simply put - these guys who you tell me to use to repair your washers wanted 1 month and £314 to fix a washing maching I bought for £350. Details: First appointment they canceled day of and gave me a 2 week delay. After 2 week wait, repair guy came in and told me he knew the problem before even looking at the machine but they didn't have the part, which woudl take 2 days to get. But, Mint 2 mint has no appointments for 2 more weeks

After missing two days of work for this nonsense, I've ordered a new washer for £350 and it will be installed Monday. It is not a samsung - none of my future appliances will be. I won't buy from a company that demonstrates total lack of customer care using terrible, rip off services like mint 2 mint.

[worth noting that I can get a well reviewed washing machine repair person to come next day for £60. Mint 2 mint was £144 for my first visit; 2 week delay; cancelled day of; doesn't have parts in stock]

These guys used our services to repair their faulty products Samsung gas Hob and still have not paid my invoice for the job done. we have been constantly sending reminders and chasing them up and no respond. worse service ever

Great service excellent communications

The professionals at Mint 2 Mint were on time, professional and did what they said they would do.

The specifics of my case required more than one visit, in which the engineers went above and beyond to diagnose and resolve the faults.

I also had interaction with Mint 2 Mint's management team whom were polite, helpful and understanding.

This is a good business to do business with.

Fantastic service from Antony with our Samsung TV. Thank you so much!

my rating is down to the great service i had from the repair engineer. Desmond is the nicest most polite and thorough person i have met. A credit to himself and a great asset to your company

Horrendous! Having a Samsung appliance in warranty and needing Mint to fix it has been a terrible experience, we've now been without a fridge-freezer for over a month.

Four visits from Mint - one to investigate, second to replace the part which turned out to be faulty, third where the driver fell ill mysteriously on his way to us, fourth to actually decide the fridge needs to be replaced. Every visit booked at least one week after the previous one, they don't care in the slightest about the inconvenience we're going through.

Avoid Samsung, avoid Mint 2 Mint.

Group FX is more interested in the money than repairing my TV. Crooks.

My 6-year old Samsung top-of-the-range washing machine started howling very loudly on spin so I called Samsung as the sticker on the front said "10 year guarantee". Turns out it isn't - that's just for something called an 'inverter'. Anyway, they referred me to their preferred service company Mint (previously called Group FX).
I booked a service call with Mint and paid £144 up front which included the call-out fee and all labour charges.
The engineer arrived today (very nice chap) but didn't bring his tools in as he said he knows what the problem is. He peered into my washing machine, spun the drum and said I need a new one as the bearings had gone. He said I would also need a new heater and door seal. I asked him to send a quote.
After he left I called Mint to get an approximate cost of the parts. These totalled over £500 - a new machine would be cheaper! I asked Mint whether they would part-refund the fee if I decide not to proceed and they refused on the basis that it's a fixed fee whether or not they do any repairs! This is outrageous as Repaircare, another company who repaired my Bosch appliance a year or so ago, charge £181 fixed fee including call-out, labour AND PARTS, but if the cost of parts exceeds £250 they will not repair the machine and refund you all bar £75.
I strongly advise you to stay well clear of Samsung appliances and Mint/Group FX, I will be following up with Samsung too about their highly misleading warranty.

Samsung Washing Machine - 2 years old. Bearings went in December - and so started my sorry saga… GroupFX authorised repair agent came out, said bearings have gone, have to order part - appointment to fix it was cancelled as part hadn’t come in, rescheduled appointment was a no show (engineer late to lock up and part wasn’t there - didn’t bother to tell anyone they weren’t coming or update the tracker), next appointment a week later 2 guys turned up with a drum with only half the casing and fitted it but didn’t attach the door seal back properly, 2 weeks later guy came to attach door seal but machine started leaking, week later guy came to check it and found a (new) hole in door seal, new door seal ordered and appointment to fix it cancelled because - yup you guessed it the part wasn’t in. Guy finally turned up with part, eventually fitted it properly and somehow managed to make the machine display no longer work so the machine can’t be used. Said he’d ensure an expedited repair - GroupFX are offering me an appointment 2 weeks after they broke the machine! The sheer callous disregard for customers and lack of attention to detail is appalling. Meanwhile I get cheery emails from Samsung telling me my repair is proceeding exactly as expected. Avoid both at all costs.

Please please be very careful when using this company as thay will be book out to you by samsung customer service but this is now when mint 2 mite become extremely bad to the point that thay will send a engine to your home and the engine will talk to you like something on the bottom of you shoes and then report back.to mint 2 mint thay there is nothing round and your item is in full.working order even no you have 2 lots of proof that this is not the case samsung Will insist on a second engine come from mint 2 mint who Will confirm that your itme it not working and needs repair but once again the engine Kevin will report back to mint 2 mint that there have been problems with the customer and then you will.not get any repair from.samsung as there believe every thing from there repair agency instead of believe what a customer has said and has proven plus as video of what went of samsung and mint 2.mint don't case please please once your item is down to the manufacturer warranty please don't bother with samsung as thay will stress you out I have had this going on for 2 months now and still got nothing done and this is because the repair agency mint 2 mint have lied over everything