Dualit Opiniões 

Dualit customer service was amazing from start to finish. Everything was so easy, efficient, and accurate.

I sent my Dualit Classic Kettle back because of a faulty on/off switch, and when it was returned, it looked and worked like a brand-new kettle. I was super impressed with the whole experience—from the excellent customer service and quality of the repair to the quick turnaround time.

I couldn’t be happier and would highly recommend Dualit for both their products and after-sales service.

Bought Dualit mini grill oven which had 5 stars in Trustpilot on line in site of Harts of Stur , so we purchased it , despite the high price and that’s when we found out how useless it is , by this time we had thrown the packaging away so we couldn’t return it . The oven takes some time to heat up , and the main fault is a design fault which the two grill elements are too far apart ( so it should have the third on in the middle) ,so if you want to toast a piece of bread , it just brown the edges and the middle is cold and not getting any heat . I wish I had read Amazon’s and John Lewis’s reviews as there are so many comments as consumers have experienced this . The manufacturer should really improve the design of grill elements.

We purchased a Dualit Classic kettle in 2024 which about 6 months ago began to switch itself off prematurely, then immediately. We descaled the kettle, although there was very little scale evident in our soft water area, which helped for a few days only. Dualit advised that a repair would be £58 if found to be faulty. We sent the kettle back but I made it clear that I expected more than 3 years from a gently-used kettle costing so much. They agreed to drop the cost of repair to parts only (hence the 2nd star) but we still feel this is a poor product for the costs incurred. Reading the many other reports it is obvious that our experience is common and my main comment is that Dualit are still selling these kettles with a known tendency to fail, and not repairing them FOC for frustrated customers, many of whom will take their trade elsewhere. Poor business model.

I've had two old (from the last century!) toasters repaired recently. Both came back as good as new and the second one was fixed far more quickly than anticipated. The lifetime guarantee really works (the toaster costs £5 a year for something that gets used every day) and the customer service was great. Thanks Dualit.

After 22years toasting away I have just changed the heating elements as one was working only occasionally. Well built reliable and good looking as well.

Sent a toaster in for repair, paid £8 for postage. Got told we don't repair that range of toaster. This information wasn't on the actual repair page, it's a separate page on their website with no link between the two. Great, time and postage wasted.

So what happens next, any goodwill incentive on a new toaster. No, your current toaster is too old. Right Ok.

So hang on, I'm a loyal Dualit customer, that even went to the trouble to try and get my current product repaired - following your process to the letter, only to have 2 fingers stuck up at me?

Well, 2 fingers stuck back up at you - I've gone ahead and purchased a new toaster from a competitor.

A perfect example of poor customer service and retention, but who cares about customer loyalty?

I sincerely regret buying a Dualit toaster and I wish I’d looked at these reviews prior! For every good reason I was trying to buy a British made brand which sells itself on quality, reliability and repairability. Our toaster had to go back within a few months because one of the elements didn’t work properly and didn’t toast one side. They sent it back saying it was not broken ( but it still doesn’t toast one side). I didn’t return again because of the cost to do that. Then the timer ‘melted’ - I took it to our local repair shop and he ordered the part but Dualit said it had to be returned which I did at great cost. It’s taken 5 months for the part to come into stock - I’ve chased my email to which I had no reply. Just rang now to find out they do have the part and can fix it but didn’t let me know. So now I’ve shelled out over £60 to have it repaired and returned. Avoid this brand if you want an affordable toaster that actually works! I did ask for an alternative - I thought they might offer a discount off a new toaster maybe but I got nothing. Don’t buy from Dualit ☹️

My new dualit toaster arrived today perfectly packaged. I excitedly but carefully removed the toaster I’ve always desired, set it on the counter to admire, plugged it in to try and the rise handle was jammed tight and unmovable. The crumb tray sat crooked. I’m bloody fuming and will not buy a dualit again. Once bitten. Made in the UK with zero quality control it seems. Very disappointing.

Having a non working Dualit toaster I phoned the company for assistance!
I had the pleasure of talking with Emma, what a pleasant young lady she was! A second to none telephone manner giving me information on a possible fault.
I checked this and within 30 seconds my toaster was up and running!
These toasters are more expensive than most but you really are getting what you pay for.
Simplistic inside so very little to go wrong, thank you Emma it does make all the difference when ringing a customer services (far and few nowadays!) to speak to someone with a caring attitude!

Terrible toaster!
We wanted to get a Dualit for so long because it has a really cute design + they claim to be the most durable and long lasting toaster.
Unfortunately it's the worst toaster because it can not toast. One side of the bread is burnt while the other side it uncooked. It consistantly terrible. I just want to get rid of it, but unfortunately it cost a fortune for a toaster.

We recently purchased a Dualit Milk Frother Max and liked it that much that we have since purchased 2 others for home and work.
Also, great experience with customer services.
Really impressed with Dualit.

Just had my DUALIT KETTLE REPAIRED. Really easy process. Excellent customer service. Came back like new. EXCELLENT ALL ROUND

I bought a Dualit dome kettle 5 years ago from a reputable retailer offering extra warranty. The kettle and stand is very robust and it looks impressive. I thought seriously about its extortionate price but always believe ‘you get what you pay for’. This is definitely not the case where Dualit kettles are concerned. Four months ago the kettle developed a problem with the light. It kept turning off when the switch was down. The only way to keep the kettle boiling was to swivel it around on the stand until the light remained on - very temperamental. It has eventually now died a death. I expected to have had
at least 10 years service from it. Our model is unrepairable, according to Dualit, not that I was prepared to pay a further £58.00 to have that done. I notice from other Dualit reviews, some customers have experienced the same fault. My Husband and I work full time so the kettle has only been used on an evening and weekends. I have always looked after it and carefully descaled it regularly. I refuse to be considered ‘unlucky’ with my purchase. I am more upset that the kettle has now got to be put out for the bin man to collect.
Anyway, I will not be buying anything else from Dualit and would not recommend them. I have replaced the inferior kettle now, to a trusted make which I know will last just as long and costs a fraction of the price of a Dualit.

Another unhappy customer, who bought into the hype and past-reputation of Dualit, only to discover it's another 'enshittified' brand where they are now making products as disposable as any other Chinese producer, with durability apparently designed to last just beyond its statutory guarantee period. Shame on them. Won't get fooled again. I'm off to get a twenty quid replacement kettle.

Sorry Dualit I cannot now provide a five star review for your customer services. This might be misleading for concerns about reliability of premium products and very expensive repair costs,

Even if Dualit are able to repair a faulty product it seems that the cost of repair could exceed the new cost of a similar product from a competitor

I did not immediately throw away an expensive eight year old Duralit toaster that is listed by them as a non-repairable item.

Through a Google search I established that failure of the operating handle to stay down was covered by several videos.

After removal of the outer cover was able to complete a thorough cleaning on the inside and found a few loose crumbs.

Discovered that the reason for failure seemed to be that the small plastic lip of one part of the mechanism was no longer able to lock onto the controlling latch,

That latch is operating electronically but, with mains disconnected, could be tested to show this plastic type component was the cause of the product failure.

Dualit seemed to selling the same or similar model as refurbished despite it allegedly being not repairable.

It is possible, regardless of price, that similar imported components are installed in different brands of toaster,

The reason that this is a five star and not a two star review is the excellent Dualit customer service who noted my concerns.

These were that every new product involves a carbon footprint to make and distribute and then for premature disposal.

Pleased to see that Dualit are, as a premium price, promoting a Classic toaster that is repairable!

When our back up toaster of a different make to Dualit fails it would be an incentive to consider the Classic if the essential operating components were made in the UK by reputable contractors rather than buying possibly cheaper bits from abroad!

If breakdowns are rare Dualit should be able within their premium prices be able to offer reasonably priced repairs,

Wish we had read reviews on here about kettle quality before spending the extra. Paid the premium price for a Classic Matt Black kettle due to its element repairability and claim that it offers ‘long-lasting performance’. 18 months in and the switch won’t stay down. Seems from searches online to be a known issue. Dualit offer is for us to pay for recorded delivery to send it to them, that a repair could take up to 21 working days and that if they find a fault they estimate it will be £58.09 for repair, labour and return carriage. This is over a third of the cost of the kettle, totally impractical and rather suggests they know too well what the problem might be. It makes their claims about longevity pretty dubious and we won’t buy from them again.

UPDATE - In response to their reply
A non-toxic basic surface spray that was cleaned off, yet the aluminium (which is a poor material pick) gets stained as it isn't coated.

Saying you care about repairability but only allow yourself to do it (at extortionate price in warranty) rather than qualified electricians and customers to do with as they wish as they own the product is insulting. They're not replaceable if only you can do the work and charge an extortionate price! That would be like BMW saying you can only get your car fixed if you bring it to us and charge us 50% of the total value of the car.

Having being loyal to this brand in the family since I was little, I will be staying well away from Dualit and advise everyone does the same.

--
I bought a Dualit Classic toaster following being loyal to them over the year growing up with them as part of our family. I got the kettle first and then the toaster. I always respected Dualit due to the brand's reputation for quality, longevity and repairability. Unfortunately, my experience has been the opposite.

Within weeks of ownership, blue staining started appearing on the end panels. After contacting Dualit, I was told the centre section is stainless steel but the end castings are aluminium and may react to cleaning products. The cleaner I use is a mild, non-abrasive eco-friendly surface spray that causes no issues on any other appliance in my kitchen.

What disappointed me most was Dualit's response. Despite the issue appearing almost immediately after purchase, I was told it wasn't covered and that replacing the affected panels would cost around £84. Even more surprisingly, customers cannot buy the replacement parts directly – the toaster has to be sent back to Dualit for fitting.

For a company that heavily promotes repairability and products built to last, refusing to sell cosmetic replacement parts directly feels completely at odds with that message. If a simple panel replacement requires a factory repair, then "repairable" seems to mean repairable only on Dualit's terms.

Customer service was polite throughout, but politeness doesn't solve the underlying issue. A premium toaster shouldn't show cosmetic deterioration from normal household use within weeks, and customers shouldn't be facing an £84 bill for a £160 product to correct it.

The toaster itself works relatively well, but for a product marketed as a lifelong kitchen investment, the material choice and after-sales support have been a real disappointment.

Noticed kettle losing the coloured copper lacquer - it’s many years old ! (7 years ?). Simply contacted Dualit with photos and within less than 24 hours - parts were dispatched. I’ve honestly never encountered such amazing service from any manufacturer! Hats off Dualit ! 😊

Bought a Dualit Architect kettle/4-slice toaster in November 2025. Reasonably satisfied with them, although the kettle is extremely noisy and the toaster doesn't toast evenly.
Within a couple of months we noticed that the body of the kettle was tarnishing, and no longer matched the toaster, or the decor panels on the kettle. Raised the issue with the retailer, who was most unhelpful, then with Dualit themselves. The colour difference was difficult to photograph, but eventually Dualit acknowledged that continual heating of the kettle may result in a bloom appearing due to oxidisation. IT'S A KETTLE! It's supposed to heat up, that's what it's designed to do.
Now it's six months old, and the lid release latch seems to be failing. Two hundred quid for a piece of junk that we wish we'd never bought. Once this fails (which I'm sure it will do fairly soon) were going for a cheap plastic set.

Unbelievably good customer service.
Bought a Classic Duralit Kettle back in 2018. The glass windows had recently cracked but not leaked.
Phoned Duralit who asked me to send it in, and just pay for the inbound postage. The repair would be FOC.
Kettle came back 9 days later, repaired, cleaned and polished.
Just don't get customer service like that very often, superb.