Dualit Reviews 2,976

If one could give 0 stars to customer service and/or the expensive toaster I bought I would.
We replaced A 2 slot toster of Dualit to 4 slots toaster. Initially it worked fine but after 2 months it did not toast evenly with outer sides of the toaster.
I complained and they send me 2 new replacement elements.
It work for 2-3 months and again the outer sides of the toaster didn't work properly. I was asked by customer service to send the toaster back and they keep telling me that the toaster works fine. They told me that:1. I use the worng bread,2. that it takes the outer elements to heats slower, so, I have to turn on the toaster on first and only thereafter to put the bread in. What an unreasonable claim! They would not repair the problem and they would not replace the faulty toaster. It is under their warranty but not willingness to take responsibility. Shame on you Dualit, we thought you are proud of your products!

I paid £120 for a Dualit Architect toaster in the mistaken expectation it would be well worth the money as it would last the course.
Two years later (after very light use) it's broken and Dualit tell me that 'it happens' and this toaster can't be repaired. Make of that what you will. I just wish I'd spent half the money on a toaster that would in all likelihood still be working.
Suffice to say I won't be buying Dualit toasters ever again.

My kettle is broken, won’t boil without button being held down. The cost of repair is half the price of a new one, with no warranty. That seems like false economy. I’m afraid I won’t be buying anything from dualit again. This is now two kettles and a toaster broken. I’ve have appliances 1/3rd of the price last years longer. Both of the kettles have had the same fault so it’s clearly a defect in the product itself. What a shame you have lost a customer.

Reply: It’s over a third the price of the kettle and that price cannot be guaranteed it could be more once in for repair. Also, why have both kettles had exactly the same fault just months after their warranty? Feels like a con

Kettle only lasted two years 6 months started leaking company did not want to know out of warranty
You don’t expect this when you consider the cost of goods

Useless toaster. It is a completely random experience - sometimes burnt, sometimes hardly toasted on the same setting. I hate it.

Second toaster from Dualit burnt out. Contacted them about Dualit kettle that would not switch off and they never responded back. They don’t manufacture their items so when you talk to them they tell you they have to contact the manufacturer. Ridiculous mark up for a mediocre products

Replaced my kettle with 30 per cent discount came next day delivery

Spoke to a lady from uk on a telephone

It was the best service I have received

Thank you Dualit keep doing what your doing such great customer service

Dualit used to be a quality brand but the two dome kettles I have bought in the last 4 years have both failed. The first one stopped turning off and would continue to boil unless you manually turned it off yourself, and the one I bought as a replacement for that one is now unusable as the perspex water gauge has become very badly crazed and chucks of plastic keep falling off it into the kettle. A quick Google search shows that this is a common fault. Why can’t you make them without plastic inserts? Why is it not possible to buy quality products anymore? Customer service’s response “Just chuck it”!

I am writing to express my hurt and disappointment with Dualit 1. 5 Litre Kettle that I purchased from a stockist in Australia earlier this year.

The large faulty red illuminated press down button has been royally discombobulated underneath the 4-pronged handle and is no longer functioning.

I am dissatisfied with the over-inflated price I paid for this kitchen appliance and am concerned about the grave danger it could have potentially caused to our safety due to it's electrical misappropriation.

Given these circumstances, I would appreciate it if you could provide a satisfactory resolution to this issue by giving back our money, safety and health in the future.

Thank you for your understanding. 😜

Read the daily star online article by United Kingdom Express news online about North Korea on the brink of nuclear war with blackmailing gangster America.

... Thank you Dualit for your reply....It seems there's been a bit of a hot water hiccup with your Dualit kettle – quite the steamy saga! But fear not, for the customer service wizards have been consulted, and their sage advice is like a soothing cup of tea for your troubles. So, while the kettle may be giving you the cold shoulder, rest assured that following the path laid out by the Dualit team will soon have you back to brewing up storms in a teacup. In the meantime, let's pour one out for the unsung heroes of our kitchens – the trusty appliances that keep our days brewing smoothly. Cheers to a speedy resolution, and may your future be filled with perfect pours and zero appliance uproars!

Brilliant spares service. I have a 15 year old Dualit kettle. The spout filter failed. Dualit answered my query within a couple of hours, provided order details and sent me a replacement filter for £3, including postage. Then sent me a follow up receipt via the post. Dualit products may be more expensive, but they last and Dualit are happy to provide ongoing support. Absolutely brilliant - and pretty unique in this throw-away age. Other firms need to learn from them

We bought a Classic kettle a few years ago. Very disappointed to see Dualit have sold out like all the others -they misleadingly display the union jack prominently on the packaging but weasel words say "engineered" in UK. However product made in China probably very cheaply yet they still charge an arm and a leg for it. Lo and behold a few years later after the kettle has been failing to switch off when boiling for 9 months it has no failed completely. Not the plug/power source or fuse. Not water scale as our water is incredibly soft do things don't scale up here. I've read on line they only last 3 years some less. So sad as other UK made products like our toaster and coffee grinder have lasted donkeys years. won't be buying them any more. Well done Dualit, that's what you get for subcontracting out to cheap Chinese producers, in the long run it will do you irreparable harm. I hope it was worth it.

Bought a bean to cup machine back in November. As expected, a lovely well built machine and compared to other makes, really good value. Loved the machine and the coffee, even posting a five star review

Last month, the machine started to spew water and coffee out the nozzle head. The machine was always properly cleaned and descaled so unlikely to be a blockage

Contacted customer services via email. No reply. Used contact form and also follow up email. No apology for delay in replying just curtly told they deal with emails in order. My suggestion that they put an auto reply out to at least confirm they’ve got the message was ignored … every other company does this so not sure why Dualit can’t

The response was descale the machine (even though they’d been advised this had been done) and to poke cocktail sticks in the nozzle … did this still spewing water

Customer service agreed to collect machine and get it looked at and said the repair would be ‘fast tracked’

It was the Easter period so expected some delay but a week later still hadn’t had an update

Contacted customer service again … day later had a reply saying they’d chased this up with the repairs department who would be sending out a replacement

- no explanation as to what had gone wrong with the original machine
- no explanation as to why customer service don’t check on the progress themselves
- no apology about faulty machine

I dealt with the same representative throughout and their approach seems to be defensive, not accepting of feedback and not fully understanding what excellent customer service should look like

A goodwill gesture for the inconvenience would have been nice … some coffee perhaps … but nothing … no explanation, no ‘sorry we could have done better’

A good machine, but alas would no longer recommend Dualit due to their customer service

Perhaps I was unlucky with the person I dealt with

I purchased both the Dualit Lite Kettle and Toaster at end of 2011, both items are no longer fit for purpose, just after the warranty expired they started to not work properly. The Dualit Lite kettle will not turn off, I have followed the trouble shooting methods on Dualit website but it still will not turn off, I also purchased a spare part to repair but Dualit parts are not universal. The Dualit toaster never toasted evenly to start with, unfortunately both are destined for the recycle and landfill. First time I have purchased Dualit, my last Russel Hobbs toaster and kettle lasted over 8 years. Dualit are over priced and not premium quality as you might expect. And it would be nice if a company offered a repair service, such a waste of resources.

Have/had many Dualit toasters, kettles etc. The 7 year old kettles perspex side gauges started to crack so bought a new on last month but its so very noisy compared to the old one yet is identical model.
Very disappointing, sounds like a combustion engine on a bad day.

Update to review.
Further to a previous 1 star review about the Dualit Long Lite Toaster, having had 2 in 2.5 years which failed, Dualit replied asking me to contact them.

They asked me to return the latest toaster to fail, and although the whole process is a little time consuming etc. Dualit did replace the toaster, even though it was just outside their guarantee period. How long this one lasts remains to be seen, but the product does perform well when working, and Dualit I think give a 6 month grace period after a guarantee has expired where they will repair/replace a faulty product it seems. Only wish I'd realised it when my first one broke!

We had a problem with our refurbished Lite toaster . Called customer service and was immediately answered by a friendly member of staff, who after checking the problem promptly came back with some options. It left an impression that we were valued customers and that the our query was important to Dualit, so we decided to upgrade to a Classic Toaster. Will definitely recommend to family and friends.

Having always had a dome kettle and the same problem occurring several times . Just being out of warranty (funny that)! I am extremely disappointed when once again the same problem has happened the glass which shows how much water is in the kettle has cracked . I was informed it is out of warranty and not repairable ! Maybe time to choose a different make I have always been happy with Dualit service I have a toaster as well .

I’ve just read a review from a frustrated customer whose expensive Dualit Classic kettle developed a faulty switch when only just out of warranty - i feel your pain, and have learned the same expensive lesson the hard way re these Dualit products! That customer was wise to just purchase another kettle and decline the suggestion to mail the item to Dualit and potentially pay around £54 for a repair. My classic kettle developed exact same switch fault (doesn’t cut out when water boils - has to be manually switched off every time). I, regrettably, sent mine into their repair team and thus far have experienced the following;
-there are no local repair depts (i live in NWest England) so you have to package the kettle up and pay a significant carriage fee to get it delivered to Sussex
-it then takes them 2 days from receiving it (i have delivery date from Royal Mail tracking) to ‘log it on their system’
- from this point onward they tell you it could be a turn around time of up to 21 working days ( so probably nearer 4 weeks in terms of total real-time wait)
- not forgetting of course, this is just the time taken to inspect and produce a concluding report/confirm your repair fee. Presumably they will then be contacting me asking do i want to proceed - lord knows what the total wait will be in terms of actually getting a working kettle back in my possession.

Customers considering buying one of these overpriced kettles please heed this advice - if anything goes wrong with your kettle, even if it’s under warranty - this is the kind of endurance you will be facing.

My strong recommendation is to steer well clear!

Being fed up with mass-market toasters which toast bread unevenly and work erratically when heated up from cold -- we like our second slice -- we decided to splash out and buy Dualit.

Big mistake. It worked fairly well for a few months but now it toasts one side of the bread and not the other. We're reduced to turning the slices halfway through.

Just as an experiment we brought our ancient Morphy Richards from our attic reserve. Eight years old and it performs just as well as the Dualit. Much over rated and over priced in our view.

I'm surprised to see that Duralit toasters are still experiencing sticking timers which could burn your house down. Looking at reviews, the kettles are just as bad.

These items may be assembled in the UK but the timers are sourced outside the UK and seem of poor quality. I have a similar timer fitted to a Mazzer coffee bean grinder and it has been used several times a day for over 10 years without a problem. My duality one has failed and when it fails it fails unsafe.

Still, it's good to see that Duralit have finally acknowledged this problem and now advise people to stand over their toaster whilst using it, and disconnect it from the mains when not in use - really, who unplugs their toaster after every use?