ProCook - Westfield London Avis 

Great experience and service. Staff very welcoming, helpful and knowledgeable.

I purchased a ProCook 4-slice toaster for £99, but it burns every slice of sourdough I put into it. Even on the second-lowest setting, the bread becomes so burnt that smoke fills my kitchen and will set off the fire alarm if the extractor fan is not running.

I returned the toaster to the ProCook store at Westfield, expecting a refund for what I believed to be a faulty product. However, a member of staff named Melvin informed me that he could only offer an exchange because the toaster had been opened and used. This was extremely frustrating. I live an hour away from the store and had already spent £6 on parking, only to be sent home with a replacement toaster because Melvin felt I had not given ProCook the opportunity to determine whether the original unit was defective.

I accepted the replacement and tested it at home, only to discover exactly the same issue. The toaster again burned the bread at a very low setting. Now I am expected to make another hour-long journey, pay another £6 for parking, and waste an additional two hours of my time simply to prove that the problem is not unique to the first toaster.

I find this returns policy completely unreasonable. ProCook advertises a 30-day return policy, yet customers appear unable to return a product once it has been opened and tested. How is a customer supposed to determine whether they are satisfied with an appliance without using it?

What disappointed me most was the lack of understanding and customer care I experienced. Rather than listening to my concerns and recognising the inconvenience this situation has caused, Melvin was dismissive and unhelpful. I have always had a positive impression of the ProCook brand, but this experience has seriously damaged my perception of the company. As a result, I will not be purchasing from ProCook again.

Overall great experience, nice clean store, friendly staff

Great induction hob adapter, but lack of transparency at the till
Review:
I purchased an induction hob adapter from this ProCook store, and regarding the material and quality of the product, I have no complaints at all—it does the job perfectly.

However, I was very disappointed by the staff's behaviour at checkout. Before adding even a single pound (or penny) to the final bill to donate to charity, the staff must explicitly ask the customer for permission. Adding a charitable donation automatically to the receipt without asking beforehand is untransparent and unprofessional. Charity is a personal, spontaneous choice, not an automatic charge forced onto the customer at the till.

The product is great, but transparency at checkout definitely needs to be improved. I hope management instructs the team to always ask before adding anything to the bill.

Friendly, helpful and informative staff. Gave me a really good deal on a pan set that will last me years.
The pan set was just what I was looking for and has all of the features that I needed

good.
bought steel bread knife £19. Good knife so far after couple weeks of use.

Staff friendly and highly informed of knives

Today I ventured into the White City store of ProCook, there was a young gentlemen already explaining in detail about knives and their various differences to another customer which I was fully engaged in from the start. George was amazing, funny and very helpful…honestly if I could give more stars I would!! He helped me complete my purchase and I left feeling super happy afterwards, whoever reads this please please PROTECT THIS HUMAN!!! Great work George 🤩

Helpful staff, supportive but not pushy.

Lovely lady offered great practical advice. Packaging an art form.

very attentive staff, helpful and knowledgeable

The store person was very professional, helpful, pleasant and quick with the service.

Amazing experience, the customer service was excellent, and the product quality is way too good

The customer service was great and the guy with locks new what he was talking about. Helped me to choose a German knive. Wow the knife is short and cuts very well. I am going back to this shop.

Staff very helpful and polite.

The staff at the store seem to be very well versed in the products they sell, I had a very good experience with young lad that served me, he was very knowledgeable on the range of Japanese knives for sale, very friendly and easy to talk to. Ultimately one of the reasons for making the purchase. (I had to return to the store later for the purchase and the older gentleman took the sale).

Wonderful service, well done.

Staff were amazing, very knowledgeable about the product and were accommodating with questions and concerns. Had a problem with a knife given but was replaced immediately after reporting. Will definitely come back for more products soon.

Very helpful and attentive staff, found what I needed!

Staff was friendly and helpful