Lothian Domestics Ltd Reviews 1,188

Communication regarding the appointment was excellent, Paul turned up exactly when I was advised. He was friendly & got the job done very fast. Thank you for your help, would definitely recommend.

Simply the Best

Efficient service, everything runs very smoothly from booking to an engineer arriving etc. Great online system, texts, emails regarding the booking, and a phone call/text updating when engineer will arrive on the day.

The engineer was very pleasant fixed my grill with no problem. I’ve used this company before and can’t fault it.

Thank you

Engineer came the next day, very efficient and fixed the problem quickly
Would highly recommend

Lothian domestic are very good Fast service Ross the engineer very helpful and professional would recommend them fully

Great comms, notified us 30 min prior to arrival
Their engineer (Ross) was able to sort our problem without difficulty- courteous and professional- call out fee was very reasonable

Really friendly. Had the parts readily available. Would definitely use again, thank you

Great service and fast service for broken washing machine

I requested a callout at 8.30 am and the engineer, Ross, arrived before 1pm the same say.
Ross was very courteous and efficient.
He explained the problem, and gave me an honest explanation for the next step.
Thank you very much for a speedy and efficient service.
I would recommend using this company, and would use again.

Engineer came within 20 mins of request. Completed repair quickly and efficiently.

First class engineer. Steven came already prepared with all of the spare parts required to fix our machine on his first visit. Amazed at the speed of this repair without requiring any follow up visits. Highly recommend this company. Extremely professional and courteous, delighted with this service.

Engineer Steven was on time, resolved issue rapidly without any problems. Also gave advice on the washing machine schedules as well as some handy tips on maintenance.

Washing machine wasn’t draining and was showing error message. Our engineer was quickly sent out and fixed the issue in less than an hour including testing of the appliance. Would highly recommend using this company and an excellent job from Scott.

They also have a helpful call notification service that lets you know when your engineer is close. Flawless service.

Really great service. Professional, quick response, fixed the issue for a reasonable price. Really can’t fault them and would recommend to other users.

Contacted Lothian Domestics Ltd to repair my 2 year old Samsung fridge/freezer and the service from that first contact until the fix was completed was of the highest standard. They gave an exceptional approach to keeping the customer informed at every stage and Steven the engineer who attended to diagnose and then return to fit parts was so knowledgeable, so enthusiastic about his job and such a lovely person to deal with. This was by far the best experience with a repair I have come across, if I could have given 10 stars I would. First class company.

The engineer was professional and left the area tidy.

When things go wrong this company seems to take a very rigid and defensive approach. Filter the reviews here to 1 star and you can see this reflected in their responses to complaints.

For context, Lothian Domestics arranged to examine and repair my oven. £55 for the first callout, then an additional £97 for the part and the repair. They cancelled the repair a few days before due to the part being damaged. They offered to refund the £97 (which they did).

I asked whether the £55 could be refunded as a gesture of goodwill since everything had been booked and ready to go, and I spoke to a manager who declined the refund in line with their terms and conditions.

The interaction was very difficult however. Technically, everything she said was correct. She read the terms and conditions to me, and explained why they didn't have to refund the £55. However, the conversation was very one-sided, no dialogue. She spoke quickly and did not allow much space for me to speak; I had to interrupt to be heard, which not everyone is comfortable doing. She stated very firmly that there was “no scenario” in which that £55 would be refunded.

It is hard to capture the tone of the interaction in writing, so I do encourage you to read the responses to negative reviews. I think that gives a good reflection. Based on my experience and those responses, this approach can come across as hostile - which is not what you want when things don't go to plan.

If everything goes smoothly, I expect the service is fine. Based on my experience (and the company’s responses to negative reviews) it’s worth considering how situations are handled when issues arise.

To the reply:
Case in point. You will see by re-reading my review that my complaint is not the £55, but the black and white thinking, and the way you respond to customers when things don't go well, which you have illustrated. This is consistent with every response you have made to every negative review that I have read here. It does not reflect well, it elicits arguments, and I suspect most of your negative reviews would not exist if you absorbed the emotion, dropped the defensiveness, and spoke to customers differently to try to find resolution when things haven't worked out. That's how most reputable companies behave.

Reply to further edit by company:
I see that 45 minutes after replying a second time, you have edited and removed your initial reply. You have opted to try to discredit me, again highlighting the approach this company takes when things don't go well.

My perspective of what happened in that phone call is (unsurprisingly) different from yours. We are unlikely to agree on that so it would be unhelpful to debate it. I will also not delete or edit my side of this interaction because I think it is dishonest.

You have my feedback, it is up to you what you do with it. Perhaps this is a helpful way to approach difference of opinion, or perhaps it is not. Ultimately that is for you to decide.

Most companies and professionals, whether they agree with a critique or not, take it as a reflection point rather than trying to discredit the other person. And that is fundamentally my complaint: how you approach people when things go wrong, especially when you disagree with them.

You do have overwhelmingly positive reviews which is great, I imagine things are smooth when everything goes well. It is up to the reader whether they want to take the small chance they are confronted by the other side of this company.

To reply... Again
I find that interesting, because when I first opened your reply the entire thread was there, and then 45m later I got an email saying you had edited the comment, and your earlier statements were gone.
I respect your decision to bring a close to this, it seems quite sensible because we are no longer adding anything useful. It descended into a debate, as all responses to critical comments here seem to.

Fast appointment arrived on time definitely a company I’d recommend repair was done quickly and efficiently

Lothian Domestics kept us well informed about the process of the appointment.
Steven arrived promptly and seemed to know very quickly what the problem was
He replaced the door which was causing the fault and then fully tested the freezer to make sure everything was working properly. He was polite and made sure everything was tidy before leaving