Samuel Groves Reviews 686

These pans are great. They feel really nice and have great temperature control

Top quality products: thank you!

Unbelievably bad customer service. First, everything is listed as out of stock, rather than made to order. When asking when things would be back in stock, I was repeatedly told 3 weeks, not that it would take 3 weeks from my order. Having ordered I’m now into my third month of waiting, but only get advised of delays when I contact them. And then that deadline is ignored too. Useless.

Still waiting for delivery notification and the pan set I ordered in April (2nd). It’s now June (15th) and still nothing.

No emails from them at all about why my delivery hasn’t been sent yet. I have chased them twice and they reply with short responses and empty promises. Starting to believe this company is just a scam?

I want to buy quality items made in Britain but by now I could have ordered from China, it would have been made, shipped and delivered.

What a joke!

Great products and service.

Still waiting for a resolution to a complaint I made 3 years ago, after a couple of years of barely any response from their customer service I reviewed on here last September (negatively) which got a couple of emails back from them but that’s all gone quiet again.

Terrible pans, terrible customer service. Don’t waste your money, you’d be better off getting whatever is cheapest at Robert Dyas than Samual groves.

The non stick pan I bought failed within a couple of months of purchase and now 3 years later I’m still no closer to resolving the issue. I was driven to leave yet another negative review tonight as I am once again struggling to clean the pan.
The only reason I’ve not thrown it in the bin is I’m hoping at some point the company that made and sold me this overpriced rubbish might offer to replace it or recondition it.

When our frying pan was damaged, we contacted Samuel Groves to see if it could be re-surfaced. The service from them was excellent with a price given and instructions for returning the pan to them.

All our emails were answered quickly and it was a pleasure to deal with this company.

Well done

I have still not received the pan I ordered some weeks ago and have not received any message about progress on the order. I was very happy with my previous order some months ago.

Ordered 4 pots / pans on the 15th of March and still haven’t had anything delivered on the 10th of May. Very limited communication from the company. Really disappointed. Further, I’ve seen another customer who has been more vocal on Trustpilot that ordered on the same day has now had their pans delivered which is pretty frustrating. The onus is on the customer to push them for updates. Good pans but don’t buy them direct, clearly not capable of handling the logistics of smaller orders.

EDIT: your response is incredibly frustrating. You never proactively reached out to me to communicate any delays. In fact, you’ve only responded to my latest chasers after I posted this review. Further, you’ve told me that you won’t be delivering until the 23rd of May. 1 star review will remain in place due to terrible customer service and a misleading public response in an attempt to undermine my review.

EDIT2: didn’t arrive on the 23rd of May and they told me it wouldn’t be delivered till the 7th of June. I’ve cancelled the order.

Great pans, thank you!

FINAL UPDATE
So after many weeks of waiting and numerous emails/phone calls I have finally received my three items. And I must say they are excellent. Extremely good quality, somewhat heavier than I expected, solid and serviceable. I have already re-seasoned the largest pan, used it twice and can already tell that these pans will be the bee's knees. I'd like to say thank you to Chantelle for being patient with me, I was a little grumpy, and for all her assistance, you came through in the end. I'm now happy to thoroughly recommend this company and their carbon steel cookware. Brilliant.

UPDATE
So following my initial review and a third email I've managed to extract a more positive response. Two pans are ready, one is yet to be finished. I have agreed to having my complete order delivered all together on 6 May or thereabouts. I'm happy with that. I just hope the pans are as good as promised/exprected. A further update will follow...

Placed an order on 13 March. It's now 25 April. Phoned to chase, got an answering machine message to send an email. I sent an email. Response said Chantelle was waiting for an update from her production manager. Emailed again and received a response that Chantelle is on annual leave until 6 May, I'm not happy...

You have asked me to review my recent purchase. I have not received the item yet so I cannot give any positive feedback. Please make sure you have delivered the item FIRST before you ask people to review it.

I love my stainless steel 28 Chefs pan. Use it on an induction hob, and I can honestly say it's the best pan I've ever owned and will last a life time as any good quality stainless pan will. I cook all sorts in it from frying to curries to pasta. Easy to clean(if you clean it straight away) and even better if you use some Barkeepers friend powder.

Item not received and no updates. 2 months on still no delivery and no update on when to expect it. I know from previous purchases via a third party that the quality is good but the customer service is a downside order now received and as usual the quality is absolutely superb. It took 2 months to turn up and if that is how long it takes then so be it but do provide updates to customers to manage their expectations

Ordered a pan nearly a month ago and still don't have it. Fedex really screwed up and Chantelle in customer service just ignores me. I'm so angry that they have taken my money and just walked off into the sunset.

Outstanding... It’s that simple… Have several pans from the copper induction range, one from the non stick (crepe pan) and a cast iron square griddle pan from the Britannia range. Every piece is outstanding quality and a joy to cook with. Held off reviewing until they had been in use for a few months. They really get some stick, especially the Britannia griddle and 16 splayed sauce pan. They are very easy to clean and keep looking like new. Be aware that the copper will change colour and this is a natural reaction that does not affect the pans performance. A bit of copper polish easily sorts and returns its amazing shine. The cast iron griddle came pre-seasoned. I seasoned it again a couple of times before first use and never had any sticking issues. It produces an amazing maillard reaction and food easily lifts off every time.

They said it could take 28 days, it's now 4 days late. The pan has not turned up.

0 communication. Not responded to my last email.

I bought a carbon-steel frying pan. First-rate product, made in Britain, and delivered promptly.