Smarter Reviews 105

Customer service is appalling. After several broken promises my parcel was allegedly dispatched 3 months late. I never received said parcel and Smarter allege that my neighbour was given my parcel. Despite their legal obligation under the Consumer Rights Act 2015, They have refused to even respond to my request never mind a refund.

scammers. order placed on 30/11/2020 and today on 08/02/2021 has not been delivered. do not inform about anything, you need to ask. a few days ago, the express was sent but to
today we do not have the shipment number.
embarrassing. I warn you
before them!!!!

It took them 2 months and plenty of e-mails to deliver my coffee machine. Unfortunately, it came with a broken carafe. I'm trying to get a replacement for a week now, but they ignore me.
___
Update a few months later: bad support, but great products!

I have an old smarter coffee that was around 5 years old. Overworked to the point of it growling angrily ( think I’d finally got a bean stuck ) I asked if they could fix it. Spoke to a very nice gentleman called Ashley Koumi, he tried his best to get my machine to work but after sending me instructions to try and asking for videos to see if it can be fixed, it wouldn’t comply. I had to finally bite the bullet and buy another one. Ashley helped every step of the way and yes it did take a little longer to come ( COVID and Christmas) it came all safe and secure. Also got a free bag of coffee. All in all really impressed with the service. The Product and especially the care and professional attitude of the staff. Great job guys.

Horrendous service. Delivery said 5-10 days and it took over a month. After countless email correspondence.. AVOID not worth the headache.

I have both the ikettle and Coffee Machine despite some unavoidable delays; red tape/Covid I am more than satisfied with the devices I also would like to point out the team for keeping me informed as to the delays in an honest fashion. I would dock the stars due to the delays but add one for service.

The coffee Machine arrived on the last agreed date, well packed and labled

Absolutely fantastic products, I’ve had the Kettle & Coffee Machine for almost a year and now I’ve just bought their smart fridge Cam, I’ve not had an issue with any products and they’ve all arrived promptly.

I saw a review calling them scammers, all because his order got delayed (during a pandemic) boo hoo, as for them devices breaking down, non of mine have had an issue, nor have the many people I know that use them, although I’m sure they’d be quick to help/replace a faulty item (unless the fault is due to something the user did, which is a common clause for most companies)
Smarter replaced my coffee filter when it tore, and that was my fault as I didn’t take care when washing it, but because it wasn’t the machine, they replaced it the very next day.
I even bought two of their fridge cams recently, when my first one arrived, I decided I wanted another, so bought them, after doing so I noticed they had an offer on a 2 camera package. I emailed with my order numbers and asked if I could return the goods to get the offer, 10 minutes later I got an email back saying I was getting a refund for the difference, all so I didn’t have to go without my devices.

I honestly can’t fault them for their tech or their support.

Honestly, these guys are borderline scamming people.

Ordered on the 23rd of November with a 5-day delivery notice. Just got told it won't arrive until the first week in January.

Apparently their equipment breaks constantly and they don't replace things. AVOID

Terrible customer service. Took over 2 weeks for them to dispatch an item that was advertised as Next Day Delivery. When I enquired I was told covid was to blame. Fair enough for a small company, but 2 weeks seems a bit much and the website should explain this before you make an order. Finally the item was dispatched, with what I was told would be Next Day Delivery. It wasn't, and it took a further 5 days for delivery. Received tracking number with no link to use it or any indication of which courier service it was being sent through. All email correspondence seemed dismissive, very unhelpful and towards the end was rather rude and made me feel like I was the unreasonable one for being frustrated that an item that should have arrived the next day took 3 weeks to arrive. Then just to top it off, they sent it in a box clearly designed to be sent to retail stores which says the contents are Smarter iKettles so if you're buying this as a gift for someone you live with, as I was, and they answer the door the surprise is ruined. Beyond stupidity.

Will never order from this company again and am considering returning the items as I'm not confident they will be any help if I have issues with the product.

Edit: Just seen their reply to my review below and it's not true at all that they sent regular updates. I had to chase them for by kind of update and they were rather rude in their responses. I fully understand there may be delays because of covid but don't lie by advertising next day dispatch and then claiming it was sent by next day delivery when it took weeks to even be dispatched and was then sent with standard delivery. It's just false advertising. Disgusting for a company to be lying like this.

I bought an iKettle from this company earlier this year. The kettle didn’t turn off when it boiled - it filled the kitchen with steam and a nasty metallic smell worse than burning teflon, and it sounded like it was going to explode.

When I cleaned up the mess, I found the excess steam had cracked the Formica on the bottom of my wall cabinets.

The kettle was clearly dangerous and a total fire risk. If I had not come in and unplugged the kettle there is every chance it could have burned down my home and endangered my family.

Customer services were rude and arrogant but above all totally useless. They made it abundantly clear that they didn’t care. In fact, their “head of customer services” trolled myself and others on social media from his personal account!

I have since found that the company routinely post fake reviews of their products, by their own employees using their own names!

I made a formal complaint to Trading Standards via Citizens Advice.

Check out the other reviews here. Avoid this company and their products like the plague. You have been warned!

What an abysmal excuse for a company. Ordered the iKettle 26th November 2020, wasn't dispatched until 12 December!! Then they email you an invoice with a tracking number that is impossible to click on so is useless, nor, do they give you any clue as to which delivery company used, so you are unable to try and track it that way.

I did email them as others have done to ask them is delivery was made by "Hot air balloon" and received as others have "it'll be dispatched in 5 days" with the "Covid is causing the delays" No other company inc ebay take over 3 weeks to dispatch items, only these clowns.

It's my first order through Smarter and it is definately the only one they will get from me. I would rather pay a little extra and get from a reputable company that deliver quickly.

I ordered a kettle from here on Black Friday as a Christmas gift for my partner. Thinking it would be here in time for Christmas however as things stand at the moment it's still not been dispatched and every time I message they say it will be dispatched in five days' time which is what they have been saying since the beginning of the month.

I Will be opening a claim if I do not receive goods within the next week. Very poor service!!

Ordered on the 25th Nov, chased up via social media on the 2nd December as no dispatch, again on the 4th December as still no dispatch and still no communication, then again on the 7th, got told 5 days and I’d have it yet didn’t arrive until the 18th. Communication was poor throughout and even when I told them the tracking number didn’t work they still proceeded to give me the same one that didn’t work! Despite saying they kept us informed throughout they did not send one single email to say about the delay and only updated when I constantly chased through multiple methods.

To be fair to them the kettle is nice and I do like the app. It’s a nice product just the company over promised on its ability to provide meaning I’m unlikely to use them again in the future and can only hope they move into stocking products through more reliable distribution chains instead.

A friend has one of there kettles, its a great practical gadget, i thought id buy my partner the coffee machine as his Christmas gift! I ordered on the 21st November when it came back available to buy in the black friday sale. It said 15-20 days to dispatch online, fine, still in plenty of time for christmas. It started getting a little close, so i emailed to ask if it would still be dispatched ontime, of corse it will dont worry. Now those 20 days has passed i email again, im told it will be another 9-11 days before its dispatched with no guarantee it will be there before Christmas, they hope it will be dispatched before the 22nd of December!!!! WHAT!!! What you saying is.. quiet customer.. quiet... if we eeek it out so long that you cant do anything about it because its so close to Christmas it will be too late to do anything about!!!! AND STILL IM GETTING ADVERTISING TELLING ME TO ORDER ONE AS A CHRISTMAS GIFT!!! THEY KNOW THEY CANT DISPATCH BEFORE CHRISTMAS!!! STOP SELLING PRODUCTS YOU CANT FORFILL!!!

Ordered 23rd Nov 20, it is now 10th Dec 20, have emailed “support” and blame pandemic for low efficiency! They promised between 7-12 working days which has surpassed. Follow up email on 4th Dec 20 said it would be 5 more working days, this is now surpassed, so again sent another email telling them of the stress this company has caused me. Poor customer service who I never want to deal with again and got absolutely bombarded by email marketing over black friday, more than any other black friday email list I was signed up for.

Ordered last week, very slow delivery so asked to cancel, still waiting for confirmation on the cancellation. I still want the product so I will order direct from Amazon, next day. Poor customer service who I never want to deal with again and got absolutely bombarded by email marketing over black friday, more than any other black friday email list I was signed up for. No way to track my order or see if it's been dispatched.

Here’s my edit after their response; A poor response from a poor company. Actively hunting for the CEO’s email so I can tell him/her myself of my poor experience.

To the person who replied to me from Smarter; I did get a refund but it was too little, too late. You still had poor communication throughout. Since you’re monitoring your trustpilot reviews, please answer me this - what happened before Christmas, lack of personnel, lack of management or a lack of both? Looking forward to hearing back below!!!

I purchased the kettle which retails at £99.

Made sure to check that it was compatible with Google Home. Yes, great!

Received it quickly, unboxed - happy with the product. Set up their own app, everything worked a treat.

Followed instructions to link it to Google Home. It wouldn’t recognise the device. Says it is linked when there is no device shown. Any command to google creates no action so it’s useless.

Customer support was non existent. A telephone line where nobody is available to assist. Email support resulted in an email coming each day and then a final email telling me that it’s Google’s fault and I should contact them!

Falsely advertising a product is something that I will report to trading standards!