Dualit Reviews 2,976

Bought a new kettle (Dualit Classic Kettle) in June, and now in January, 6 months later the viewing window has cracked, with the glue has melting and the window becoming loose. For a kettle that costs £150 the build quality is unacceptable, and the customer support response is basically get the retailer to sort it as it will be quicker. I wish I had read the reviews for the kettle as the issue appears to have been around for years and Dualit have done nothing to improve the design, build quality or quality inspection. Given the lack of quality and the response from their customer support then I will never buy a Dualit product again, and this was the fourth we had bought. Absolutely shocking

Await the customer service drones spouting the same stuff about the warrantee and the duty of the retailer etc....the point Dualit and the customer services drones are not acknowledging is the poor quality of some of their products

We have recently purchased the classic kettle and toaster with the copper. Sadly we are deeply disappointed in the finished product, we have read and understand that a 100% match cannot be guaranteed in the copper finish. The kettle and toaster we have purchased is nowhere near a match, in this age of advanced technology there is no reason why a near perfect finish cannot be achieved.

Thank you reply, sadly you have completely misread my review of the purchased items and just replied with a standard reply. If you would like me to supply photos of the kettle and toaster you will see what I am saying, please advise.
I am sure the CEO of Dualit would be interested in the poor quality control of the classic range being sold as a premium product, which sadly it is not.

Have to say ‘was’ disappointed with Dualit. As a household with numerous Dualit products purchased at a great cost I tried to buy a spare bought on their official site. As it was not listed I called customer services who had it in stock. £7.20. I asked if it could be sent free of charge. The reason being was in order to purchase it I had to read out my credit CC details. My request was declined. Given the cost of Dualit products I expected better. Much better.

And reading all the negative reviews on here….while Dualit do respond the responses are scripted with no actual decent resolution. Let’s see how mine goes.

Wow. The experience just gets better. The part arrived today…Having being told by the advisor instructions can be found on line…..not only is that not true when going to work out how to replace it, apparently it can only be replaced at Dualit.

Pleased to say that Dualit Customer Services stepped stepped up. Thank you Steph.

As such I will leave a 4 star review. It should not have been like this though….5 stars to Steph.

The toaster is very reliable but the kettles are poor quality.
Our first Dualt kettle failed just out of warranty. One reason we bought it was it was billed as repairable but we would need to post it to Dualit and pay £100 which is almost as much as a new one. We would also have been without a kettle for over a week. This makes a mockery of the 'repairable' claim.
We bought another Dualit kettle which failed within it's Lakeland warranty. Lakeland replaced it which was good service.
The £100 cheaper kettles are very noisy and made in China too.

Poor experience trying to use warranty for item purchased less than a month ago. They initially asked me to change the fuse- should I really need to do this less than a month in? Then told me I had to return to the store purchased from. I pushed back and then have relented but repair or replacement could take weeks?! I thought dualit were renowned for their reliability and warranty? Guess that’s no longer the case.

I purchased a Dualit Lite 4 slice toaster from Dualit store on Amazon 22nd November 2024. Horrified this morning that it is only doing the toast one side on one of the slots? I paid £99 for this toaster & bought the studio kettle at the same time for £57. How can this happen to an expensive toaster at only 13 months old? So upset …
So I just called Dualit & offices are closed.. 23/12/25 15:50pm Are they going to honour a replacement?

Paid a huge premium for a Dualit Classic kettle because I wanted something that would last and be repairable. After about two years it developed a leak at the bottom - nothing to do with normal wear and tear, more a question of poor build quality. In my experience cheap kettles last much longer than that. I am told that Dualit will repair it, but that means trusting that the kettle will last well thereafter and sadly that isn’t the case. I am hugely disappointed.

Update !
So they are aware they are giving the impression of a "lifetime guarantee " yet do nothing to educate the buying public of this ! And according to Dualit ingesting micro-plastic is healthy !!!!
Their P.R. is second to none !

Our kettle ,a 5 year old 2 litre stainless steel Dome kettle,is suffering from a decaying plastic fitting which is putting micro- plastic granules into the boiled water.How can this be not a health risk.????We have contacted Dualit only to be told this model js not repairable and that the micro-plastic emanating from the decaying insert which is attached to the start lever conforms to health regulations.Considering these are made in the Far East I find their response rather disturbing.We were also informed that our understanding that all Dualit products have a lifetime warranty is,in fact,not so was also a surprise as that is the main reason we spent so much on a small kitchen appliance.Anyone else having this problem or are we un̈ique ??

Bought an Architect toaster £99. It lasted one year and 7 months. Sparks came out it when I was roasting a bagel and it blew all the power in my kitchen. The toaster was then blown - no power to it and it was guaranteed for one year only. The only toasters that can be repaired are Classic. Don’t bother buying any of their other ones. Complete waste of money. I’d have been better buying a £12.99 from Aldi and it would have lasted longer.

We have few dualit kitchen items (toaster, kettle etc) the quality from our experience is far superior to any other brand we have used, after many years the kettle required a little attention to one of the fill level windows, contacted customer service who were excellent and kettle repaired to new, in weeks- brilliant !

Yes I know it’s a super premium price product but it does meet expectations.
The Classic Toaster costs from circa £180 depending on how many slices you want to toast from 2 to 6.
It isn’t automatic, you have to select which slots/heating elements to use, set a timer to get the right amount of browning. It doesn’t even pop up when finished!
So how can you justify the premium?
1) it is reassuringly solid
2) everything has a purpose
3) the design has become iconic
4) it makes you think about how you want your toast to come out like.
5) it is almost artisanal
Can it really justify its price? No but I enjoy using it and would miss it if I went back to my old two slot pop up machine.

I had to order some new heating elements for my Dualit Sandwich Toaster, I ordered them online, I didn't order the right ones for my toasters, So I rang customer service for some some help ,l was greeted by a very polite young lady( Sally) who was very helpful indeed, Sally explained that it was late in the day to speak to the engineers it was Friday afternoon. Sally explained she would ring back on Monday with the correct information on the elements. On Monday Sally rang me with the information I needed. Sally product knowledge was unbelievable, believe me I have had instances where they have to transfer you to someone else for help and then they still don't know. Sally could tell you step by step in replacing the elements. My Dualit toaster is from 1996 and ony one element has failed, so Im going to replace all the elements. When you are considering buying a toaster look know further than Dualit hand made in the UK they sell all the spare parts, and you'll have the pleasure of speaking to Sally for fantastic customer service.

My 2-slice Dualit toaster became a fire hazard. It started with the timer switch becoming stuck in the on position, the toaster overheating and the safety switch (that can only be reset by opening the unit) deactivating the toaster. Unawares of this, I sent it to Dualit for repairs. They kindly reset the safety switch but failed to investigate the timer switch. On return the timer switch would regularly get stuck in the on position and, having learnt from the repair, I would open it up and reset the safety switch. However, the safety switch also failed. In combination with a timer switch that remained stuck and permanently on, the toaster would remain on potentially for hours, and become incredibly hot. Concerned about wasted electricity, a fire risk and no assurance that a second repair would prove better than the first, I’ve thrown it out. Dualit? Frightening. Never again.
P.S on reading Dualit’s response to my complaint, my advice to them when a toaster is sent in with a safety switch that’s been activated would be to investigate why the safety switch has been activated. It’s heat activated so maybe there’s a clue in that too!

Bought a Dualit kettle and supposedly the offer was when you register it you get 50 free coffee bags, which I have to admit was an extra incentive factored in when buying what is rather an expensive kettle. Registered it and nothing happened, phoned customer services beginning of the week "it's an IT problem we can't do anything about it - will be fixed by Thursday just go back on and re-register then" So left it to today Friday "it's an IT problem we don't know when it will be fixed - you could try again in a week or so" - I suggested that perhaps they could keep an email list of people who are waiting to redeem this offer and email us all when it's fixed "we can't do this, it's an IT problem" - which to me translates as "I can't be bothered to help you". Kettle seems OK but shame about apalling level of customer service and "computer says no" attitude. No initiative whatsoever. So now it's whether I can bother to persevere enough to get the free coffee bags that were promised. I suspect a con, as many people will give up trying to claim the offer, and this will increase Dualit's profit margin. Either that or they just employ really unhelpful staff!
Edit - following their reply below I contacted them and now have received an email saying I can redeem the offer - not got anything for definite yet but will increase star rating from 1 to 2 as a result of this.

purchased classic kettle and toaster aprox 2 years ago kettle has developed a fault were you have to hold down switch paddle for kettle to boil . i paid a lot of money for these products hopeing they would last a lot longer than 2 years .warranty for only a year is very poor .also states on duralit web site replacable parts for this kettle well there is not any .so i cant replace the switch which is mounted onto the element . worse still is that duralit have not put on my review stating this meening that thay are only puting on the best review's ..

Interestingly I submitted a similar review of 1 star on the Dualit website. It was verified but remains unpublished. Curious that they have no 1 star reviews on there.
I wonder why that is? The truth will out Dualit! Why don't you care about your customers and their experiences?

Bought this toaster in June 2023. The element burned out about a year later which Dualit replaced in Jan 2025. The same thing happened 8 months later but Dualit says they wont replace it as the warranty runs with the original purchase. Dualit also said that they 'produce a great many of these appliances every year with relatively few complaints.'
This website clearly suggests otherwise. The machines are poorly made using cheap components. Furthermore they are dangerous and likely to catch fire.
Each to his own but I will be avoiding Dualit. You can buy better products for a fraction of their price.

Worked for less than a week.

My dad bought me a Dualit Hot Chocolate machine for my birthday last week. It stopped working after a couple of mugs. He contacted them and was told that because it was an old model it would not be covered by their warranty. They made him feel like he was lying and caused him a great deal of distress and I fear for his health. Instead of allowing a repair under warranty they demanded he buy another directly from Dualit for 25% off. Not at all fair.

I am really upset also but more for my dad. We will never recommend Dualit to anyone ever again and expect they will write some drivel about being sorry as a reply to this. It is not good enough, another UK company down the pan.

UPDATE - WHAT NONSENSE FROM DUALIT. MY FATHER DID HAVE A CREDIT CARD RECEIPT. YOU JUST TRIED TO SCREW HIM FOR MORE MONEY. A DISGRACE DUALIT. UTTER DISGRACE. YOU SHOULD BE ASHAMED OF YOURSELVES. WE DO NOT ACCEPT YOUR APOLOGIES AND WE WILL BE TAKING FURTHER ACTION.

UPDATE 2: MORE LIES AND MISINFORMATION FROM DUALIT. PROOF OF PURCHASE WAS AVAILABLE DUALIT WERE MORE FOCUSSED ON SCREWING MORE MONEY FROM US. DISGRACEFUL WAY TO TREAT CUSTOMERS. FURTHER ACTION IS BEING TAKEN.

UPDATE 3: Despite updating their response for a third time, Dualit have still done nothing. We went to the Citizen's Advice Bureau and they suggested we take legal action which is what we are doing. Dualit are breaking the law and will find this out the hard way rather than fixing this easily and sensibly.

UPDATE 4: Dualit refuse to respond to any of our telephone calls, letters or emails which shows you what they think of their customers.

I have had my Dualit Copper Classic kettle for 10 years and its still the best kettle we have ever bought albeit on the more expensive side.
I broke the knob on the top but this was no problem to Dualit a new lid came out the next day. Superb service. Thank you Dualit

Received superb service after contacting Dualit's Customer Services human being answered telephone line. I spoke with Sally who immediately accepted my report of a missing Drip Tray cover on my Pod Machine and immediately posted me the missing component with no cost to me.

Purchased Dualit New Gen toaster July 2024, as with a lot of electrical products two wee ago it packed up, just out of warranty. I contacted Dualit to arrange repair and was surprised when I mentioned it being out of warranty I was told not to worry, they have a 6 month grace period. They supplied a pre paid return label it was away 7 days and returned by courier repaired and working. Excellent product excellent service from an excellent company.