Dualit Reviews 2,976

We have deducted one star because we have had to return two kettles of the same model with the same electrical fault in one month. There is an issue and therefore should be a product recall on the item. We returned the kettle in good faith last week and were assured of an expedited refund. We have since chased our refund and got a vague response of "in due course". I wouldn't shop with this company again.

I needed to write this review because I am disappointed. I have had three dome Dualit kettles, all with the same fault. My last replacement kettle developed cracks in the glass viewing windows as has happened with all the others. The kettle still looks good and operates well. I like the dome kettle because I have arthritic hands and this product ensures that I can use the kettle reasonably safely. The advice on the Dualit website recommends stopping use when cracks appears in the windows. This problem means that the product is irreparable. I telephoned the company today to ask for any advice. (My kettle was well out of the guarantee period but these cracks have been progressing for some time) The person was very pleasant but could offer no resolution except to discard the kettle. It would appear ( see previous reviews) that these cracks are an ongoing problem and I would ask why Dualit are not trying to resolve this fault. I also note that the guarantee from Dualit has been reduced to one year . I prefer to buy British and will be seeking to obtain another product made in Britain.

KETTLES - I purchased the a dualit kettle for myself, (to match my four slice excellent toaster) I leaked within a year. My mother purchased one to match her toaster, it stopped working within 14 months. To save time and money I would not recommend anyone buy their kettles. They simple do not compare in anyway to the toasters which are in a different stratosphere.

I’m writing this review to share a concern we recently discovered with our Dualit kettle, purchased in 2017. On closer inspection, we noticed that the internal glass on the side showing the water level was shattered, with some glass missing entirely.

Yes, the kettle is eight years old, but this kind of failure—especially involving glass and potential safety risks—is quite serious. What’s more disappointing is the lack of interest or support when we reached out. No offer of compensation or meaningful response, which is surprising for a brand with Dualit's reputation.

Purchased a toaster, it was broke company wouldn't honour guarantee. Saying it was a model that couldn't be fixed. Purchased from An auction in a sealed box with all packaging and guarantee. It was not a second hand item sold as seen. Will never buy an appliance from dualit again. Never had problems with prestigious brands like Miele, Kitchenaid, AEG. Conclude that Dualit offered faulty items for sale at auction.

Don't waste your money on a Dualit toaster. After 2 years the timer switch keeps jamming and causing toast to burn. Smoke alarm has gone off may times so this is really a fire hazard now. Called customer service and when I complained the call was mysteriously 'cut-off'. Second call resulted in a helpful lady. Replacement part costs more than other decent toasters on the market.

My Dualit toaster is ten years old and still looks good and works perfectly. If it ever does go wrong, I'll go straight out and buy another one. Thank you, Dualit.

Update 12th May: Dualit have posted a reply below, stating they have 'provided responses' - responses that do not acknowledge the widespread issue(s) relating to their products and shamefully take cover behind the 2 year warranty expires - instead of getting to the nub of the problem that products at these prices should NOT be failing at this time point. THAT is why customers are rightly and deeply angry. You do not engage, address, or take responsibility. And customers have been telling you of these problems for over a decade. The petulant and completely dismissive response below shows you are not learning. My investigations will continue. Oh and stop the sleight of hand that the kettles are British made with the deliberately obfuscatory 'designed and engineered'. They are manufactured in China. Don't shout about that do you : )

Original posting
I purchased a Dualit kettle - the Studio - mid 2022 and just as the 2 year warranty ended the problems began - a temperamental on/off switch; the light went; the lid stopped holding open, flipping closed as you filled the kettle splattering you with water. The lid also flips up when emptying, which first happened when pouring boiling water. The kettle cost £59.99 so the performance should not be expected for that price point. What's more I checked the 1 and 2 star reviews on the John Lewis site and they were all the same story - failing kettle at the 2 year point. I contacted Customer Service to receive an 'oh shame, sorry you're one of the unlucky ones... ' - smirky, unsatisfactory. Asked for the complaint to be elevated only to receive deflecting and dismissive reply from Head of Customer Services (sic). Made fatuous comments on how they have 'relatively few complaints' - clearly untrue when you check the JL, Trust Pilot websites - and they are just the ones who waited to review so there was time to experience faults. Incredulously, he also said that people complaining are just 'venting their frustration online as they know they can't return it' - it seemed beyond him - or deliberately so - to get that they are frustrated because a £60 kettle has failed at 2 years - that's the problem, not the purchasers complaining. Appalling attitude in email, 'yes you complain to John Lewis, let's see what they say'. But.... despite all the denials, I then saw postings on MSE website with purchasers complaining about the exact same problems with their kettles, one even quoting the same named CSM, so they DO know about the problems, and they have been aware for over a decade. I am now gathering more evidence to present. They are treating customers with utter disdain and disrespect - the story isn't over!

Thoughts about my first and last Dualit experience...

Q: Is Dualit the indestructible "never need to buy another" brand you first thought it was?
A: In my opinion no.
Q: Can all Dualit appliances be repaired by them?
A: It seems not. Certain models will not be repaired by them and yet might still be able to by a third party.
Q: As one of the more expensive brands is Dualit better than a cheaper one?
A: I always thought so because it was better built and could be maintained, but now I think I'm wrong.
Q: Are Dualit products, warranties and backup services as reliable as you thought they were.
A: No, but thats just my experience.
Q: Will you buy Dualit again.
A: No!
Q: What kettle do you have now?
A: One that was a third of the price, quieter, bigger, with more functions, that I might well have to throw away sooner than a Dualit....or will I?

Facts -
I bought an Dualit Architect kettle - it died just 6 months after the warranty was up. Dualit did nothing more than offer me a 34% discount on a new kettle, because even though they seemed genuinely surprised that this had happened so soon - they said there was no serviceable part on the kettle. I did some research and found the part I needed on Ebay - I'm fixing it myself and then selling it.

I will not buy Dualit again.
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Update 10 may - Received a new £5 part from China, installed and made a cup of tea in 5 minutes.
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Reply to answer.
But there is a sneaky sub text that if you can change the colour panels then you can probably "work on" the whole machine. Clever. Whilst its honest of you to claim its unrepairable here on Trustpilot, I'd love to see an ad campaign that has a strap line: "The new totally unrepairable range from Dualit" Now that would be honest. Reckon sales would not drop?

You saw my note about being repaired - Even more sad about how Dualit embraces the modern throwaway culture when things are infact repairable.

Bought a Dualit toaster 4 years ago. Within 2 years the safety cut out began switching off the toaster every 4 weeks or so. I persevered, re-setting the cut-out each time. Now the time switch has started jamming. Our 10 year old Phillips toaster, which we gave to our daughter, is stlll working.The label under the toaster says it was made by Michael. He must have been having an off day.

My wife bought a kettle that was faulty and we had to send it back.
From the start the light did not work properly and it never shut off and kept boiling intermittently.
We complained and was told that we could send it back free of charge with their chosen courier.
We were then Charged £20 because the base unit was damaged in transit by the courier.
It was packaged in bubble wrap and a box.
We were going to buy the full range but were very disappointed by the service and attitude of the call centre.
We were expecting a superior product for the price we paid.
Took 3 weeks to return which in that time we bought another kettle (which worked fine) to tide us over. So as well as buying an expensive kettle it also cost us another £40

Bought the dualit lite 4 slice toaster from Nisbitts at a cost of £130. Let me tell you all don't bother although it looks good it cooks the toast very very uneven. No.mater what setting you have it on its rubbish, I'm very very disappointed . When I looked in to it dualit say it's because the bread is uneven again I use sliced bread so absolutely rubbish. £130 for a toaster my last one cost £40 and was better by far

SAVE YOU MONEY buy another brand.
Andy

I contacted Dualit by email as our kettle had started to leak, I asked for an approximate quote. They responded asking for serial number, the kettle is 5 years old. The response of send it to us and we will replace the viewing windows free of charge really shocked me. I sent it and less than 2 weeks later they returned it via dpd fixed and looking like new.

We purchased a coffee machine and had an issue with the machine spitting out hot water and the handle of the cup working lose, they sent me out a replacement gasket for £5. It happened again and they asked me to return it, they replaced the gasket I replaced and said the machine was fine! The machine kept spitting out hot water over the kitchen surface. It went back again to Dualit and was returned “checked” but damage to the casing - I complained to a member of staff, who in turn blamed the courier for the damage. On both occasions it was THEIR COURIER who took and delivered the package. I will add that ‘this was within their 6 month goodwill gesture and outside the 12 month warranty. But in my opinion they have fallen short by not accepting responsibility for the damage.
Curry’s where I purchased the machine from cannot be faulted and gave me an almost full refund after wear and tear.
5* to Curry’s for their understanding!

My husband bought me a cocoatiser.
It heats the milk and stirs at the same time. However the plastic parts it uses to stir aren’t heat resistant and they melt.
I contacted customer services who sent a quick reply and when I replied to this with further information, they have completely ignored me. Multiple times.
Why would you have a heated product and use plastic that melts??!

Kindness and Understanding
I bought a cocoatiser online, unfortunately, after a few uses it stopped working. The owner denied all responsibility.
I spoke with Carla at Dualit, who very kindly saw I was sent a completely new cocoatiser free of charge. I explained this was a little gift to myself as I am 88 years old and don't go out very much. She was so kind and understanding.
I recommend Dualit products, I also have one of their kettles. They are streamlined and very user friendly. This cocoatiser is up-to-date. The one I bought looked the same, but the owner had obviously had it for some time.

Dualit Jug Kettle appears & feels a quality/ premium product to justify its premium price tag! However in our experience its reliability,durability & repairability Do Not.
Our 2 examples failed at 3-4 years and Dualit Stated they Do Not Repair or "Bring In Spare components " for the units. So when it fails You Bin It. So unnecessary & wasteful of resources !
The main point :- These are the most expensive Kettles we've purchased in 45 years & yet they have given the poorest service & value for money!!. If we want a kettle to last 4years we can buy one for £20 or less at our local supermarket!

i have a dualit kettle cvj 13 just 3 years old it is leaking and the switch does not work at all and therefore does not work. I phoned dualit customer services and was told it will cost £55 to repair plus my cost of postage lousy service for an expensive kettle. Dualit is over priced rubbish. I have had cheap kettles and they last longer than 3 years, very dissatisfied with Dualit

We have a had a Classic kettle for many years and it still looks and performs great. We were very pleased with Dualit’s service recently - we noticed a small crack in the transparent gauge on the side and Dualit arranged to repair it free of charge.
I think this kettle will last longer than me - truly sustainable

I have recently bought a Dualit 4 slice toaster and a kettle. The build quality is amazing and they are both really stylish. I was happy to see that the toaster is made in the UK, so nice to see this.