Smarter Reviews 105

I purchased the Smarter iKettle 3 directly from the manufacturer’s online store, expecting a reliable smart appliance that could be controlled via the mobile app and Amazon Alexa. Unfortunately, the experience has been very disappointing.

The advertised Alexa integration has never been available in my region (Poland), even though it was promoted as a core feature. Later, the kettle completely lost connection with the Smarter app, meaning all smart functions stopped working.

Despite acknowledging the issue and confirming it affects multiple users, the company refused to provide a refund, citing a “temporary service disruption” that has lasted for months.

The hardware itself boils water, but without the app or Alexa, it’s no longer a “smart” kettle — just an expensive regular one.

The support team was polite but ultimately unhelpful, offering only a future discount (which I refused) instead of a real solution.

I cannot recommend this product or the company’s customer service until these issues are resolved and the promised features are restored.

After a nightmarish setup procedure, the iKettle has worked okay for a couple of years. Now and then it decided that it wasn't going to beep anymore, but hey - not really an issue. Then the Smarter app died. Like it appears to have done for everyone. Shame they didn't inform us when we bought the things that after a very short time the 'smart' part of it wasn't ever going to be smart again! Awful software, awful company. Avoid if you value your sanity!

As with everyone else connectivity has gone, kettle now also over boiling, same generic responses received.

Kettle now doesn’t fulfil its function and I wouldn’t recommend Smarter.

I definitely get the feeling that both the company, and the device, are end of life. There appears to be no sign of them resolving the connectivity issue and, like everyone else, I bought it for its functionality, not as an expensive ‘manual’ kettle

If I could give this company zero stars I would! Like all the other reviews on here I have been left with a dumb kettle!

I have been contacting customer support for the last five weeks as all connectivity for this kettle and its app have been lost, the first reply from customer services took over 2 weeks to arrive and like everyone else asked for my order number alongside the advice there was temporary disruption with a service provider, fast forward and had three further generic responses telling me again that there was temporary disruption, my product was out of warranty and they cpuld not offer return, refund or discount (all of which I never asked for!) and that I shouldn't worry as my kettle still functioned as a 'standard kettle' - well thank you very much for that information! It helped immensely 🤦‍♀️

Had I have wanted to purchase a standard kettle im pretty sure I could get one for a fraction of the cost of this kettle - steer well clear, they will take your money but not interested when things go wrong (which they regularly do!)

Dear Smarter Support Team,

I am writing to express my extreme dissatisfaction with the ongoing lack of response, support, and follow-through regarding my case (Ticket #115558) that was generated from my email.

Despite several weeks of repeated emails and false promises, I have yet to receive any meaningful resolution or the 50% discount that was explicitly offered to me as a goodwill gesture.

Your communication has been inconsistent, delayed, and frankly unacceptable for a company that claims to value its customers. I have been more than patient, yet I continue to receive either no reply or the same generic messages without any actual progress or fulfilment of your commitments.

If this issue is not resolved by the end of play today, I will be taking the matter further with the Citizens Advice Bureau and will be reporting your handling of this case under the Consumer Rights Act 2015 for failure to provide adequate customer service and for misleading communication.

I expect an immediate response confirming:

The activation of the 50% discount that was promised in writing.

A clear update on the resolution of the product and service disruption.

Failure to act promptly will leave me no option but to escalate this further.

Same story as everyone else. ‘Just a kettle’ now. No smart functionality at all. Customer services have stopped responding. No idea when functionality will be back. Although this is by far the worst since I bought the kettle in 2021, I have never had a full year with it working fully. Do not bother, buy a cheaper kettle if you just want to push the button for it to work or better still, you can get a cheaper smart kettle with more features and much better reviews on Amazon

I don’t know what has gone on/is going on at this company, but I have had an iKettle for years with no issues - a great product and very convenient to remotely boil as someone whose kitchen and living room are on different floors.
Then came the ‘app issues’ and truly abysmal customer service.
As many, many others have stated - a seemingly global issue with the Smarter app occurred in September 2025 rendering all ‘smart’ appliances dumb - yes, the kettle still functions manually, but that is not the product we were sold.
The company has not made any announcement regarding these issues, nor is it mentioned on their website - yet they still have the audacity to list their items for sale, knowing full well they will not work.

I initially contacted customer services and received a stock response;

Hi,

Thank you for reaching out.

We’re currently aware of an issue affecting app connectivity, and our technical team is actively investigating the cause. Resolving this is our top priority, and we’re working diligently to restore full functionality as soon as possible.

We truly appreciate your patience and understanding, and we’ll keep you updated with any important developments.

Please don’t hesitate to reach out if you have any further questions in the meantime.

Best regards,
Smarter Support

This was now over 6 weeks ago. I have received no update since and no timescale has been given.
I sent a second email asking if they had an update, or if I am now to consider the product obsolete, and again received a stock response, entirely unrelated to the email I had sent.

Hello there,

Thank you for reaching out.

So we can best assist you, could you please provide your order number or proof of purchase (such as a receipt, confirmation email, or retailer details)?

This will help us confirm your order and determine the best way to support you during the current temporary disruption with one of our service providers.

Looking forward to your reply.

Kind regards,
Smarter Support

I have at no point requested a refund or asked for compensation, so to be asked for proof of purchase is incredibly fishy.
Having read up on the experiences of others, they are using this as an excuse to tell you your product is no longer under warranty, and as such, they are no longer obliged to help you.
I have emailed back asking what relevance my proof of purchase has and for them to answer my question; is this indeed a ‘temporary disruption’, or does the service cease to exist?
I am not holding out much hope for a reply, or at least an informative one.
Again, this company is still selling these products after almost 2 months of issues, rendering them useless.
This company is certainly morally bankrupt, if not yet financially.

Let's review the Smarter iKettle, shall we? It’s a fantastic device for anyone who wants to experience all five stages of grief over a kitchen appliance. Mine has been functionally dead since their great server down catastrophe began weeks ago.

The Smarter app is now a digital memorial, permanently displaying "Stuck on Boiling". Every advertised smart feature is broken. The kettle is completely bricked and unresponsive, a high-tech paperweight. This isn't a bug; this is a company-wide failure of competence.

Their customer support is the punchline to a very bad joke. I was told, with what I can only assume was a straight face, that their global server failure was my problem because of an expired hardware warranty. This is like blaming a city-wide blackout on a burnt-out lightbulb in my house. After that nugget of wisdom, they closed my ticket. Just... poof.

So, congratulations, Smarter. You've created the world's first disposable smart appliance. At least I can still boil water by pressing the button, which is a feature I believe they also had on kettles in the 1950s. Groundbreaking stuff.

Services down for months. support non existent. dont buy anything from them. 1 star is too many.

Have a first generation machine that i've not used for a while as found beans would get stuck in the hopper amd find it difficuly to clean. Got it out again recently to give it another go and found the app could no longer connect to the machine, which is disapointing as this is one of the main benfits of the coffee machine, and the key selling point for the product. Contacted the support team and they are unwilling to help with out proof of purchase. I dont see why I would need to prove I have a machine to get connection advice, surley i wouldn't waste my time asking for connection advice for a product I don't have!?

So to sumarise, don't expect anything in way of support from these guys. Without the app connectivity its just a below average coffee machine.

Wouldn't waste your time on this company in my opinion. Shame. They could have been onto something here.

The main feature of this company's products is "smart" connectivity but this is dependant upon their servers running, which in turn is dependant upon them, paying the bills and having staff to fix issues if something fails. Since early September 2025, there is no smart connectivity, presumably because one of the above is not happening.
Smarter Applications Ltd still exists according to Companies House in the UK, but it appears to be in its death throes. Someone managed to get their help desk to send a support response after 10 days, saying "aware of an issue"... but no further information came.

I found their former CTO (2016-2020) Gareth Long on LinkedIn and his career history says "Smarter WAS a consumer electronics manufacturer" (my capitals). He goes on to say that the organisation's working attitude towards its partners, customers and staff was a limit to what it could achieve.

I advise anyone not to buy the product.

Everything was going fine until September when the app and smart connections stopped working. Initially got to support and they said they were looking into the issues but a few weeks on and still nothing. No notifications or emails. Dumb kettle and dumb coffee machine now

The online service has not been working for a few weeks - so you cannot operate the kettle from the app or Alexa etc. which is what it's sold for!
Customer service replied at first that they are aware, but nothing since. I think the company is is trouble.

The app hasn’t been working for a month now, so most of the kettle features can’t be used, contacted support and all you get back is “we are aware of the issue with our app and are working to fix it.” No time scale, no updates in 4 weeks. Don’t waste your money, don’t get me wrong, it’s a lovely kettle and is great when it works but with zero customer support when things do go wrong, just avoid.

Oh, I wish I had a read the reviews before I bought the product. The kettle itself is a third generation kettle. It’s a lovely looking device that works with both Siri and Google which is what appealed to me. I’ve had it about two months and the Wi-Fi functionality has stopped working. I’ve watched all types of videos deleted and reinstalled, and reset everything. Still nothing.

Customer support is nonexistent. They state they will respond to you within three business days, but on my first query to though it took a month before they responded.

So if anything goes wrong or if you have a question, which will happen, you’re in big trouble. Avoid like the plague.

My smarter kettle stopped responding in the app. I’ve reached out several times over the last week and can not get a response . Terrible customer service

They should get zero stars. I have had their coffee machine for several years and it has been OK but has gradually fallen apart. The carafe broke and no replacement has been available. I have been trying to order replacements for 2 years. In April, at long last, the website showed stock. I ordered and paid (money went out of my account) and I received a confirmation email. Since then zero. Multiple emails and complaints to the one email provided completely ignored. Companies house says their accounts are very out of date. I eventually found an email for one of the directors (isabella at smarter.am). Within a couple of hours I got a response saying a full refund was on its way (no show yet) and a message to say more stock was coming.
Why confirm the order and then not deliver. Support and complaints are 100% useless

Edit: the kettle was eventually replaced in August (took over 4 months to get it) but still a major problem with the customer service for this business.
Original review: Purchased an ikettle May2024. It was faulty (home mode didn't work & faulty lid) so eventually returned. Received a replacement weeks later which unfortunately had the same faults. Took from Jan until March 2025 for a return to be arranged & was returned to them 1st April 25. I have had no further response from this company & have no kettle so I'm out £129. The ikettle is supposed to have a 2 year warranty but if they dont respond to emails (which is the only way to contact them) it seems to be a waste of time. The customer support is pretty much non existent. I would advise everyone to avoid this company. It's such a shame as when their products work they are great but let down badly with the lack of customer service & basically stealing customers money.

This has all the signs of a company that has been sold or is on verge of collapse.
Good products and service a few years back has now become the sort of company TrustPilot was invented to avoid.
My original Smart kettle lasted a number of year and I evangelised to anyone who would listen about how great a product it was.
I bought a replacement in February but no matter how hard I cleaned or with what product there was a vile 'plastic' taste that would not go away.
They were quick to advise me that no refund was possible but this was the last time they were quick to do anything.
After several weeks of glacial emails I finally got a return label from them - a month of chasing followed after which they informed me that the parcel wasn't collected. Spoilers: It absolutely was.
Red flag should have been that the return address was a 'Big yellow' storage company.
I now have no kettle, no refund, and no hope of ever receiving either.