Stoves Avis 

Had a minor issue with our new Richmond stove cooling fan. Andrew L who took our call explained what the problem was and quickly arranged for a service engineer to call to rectify it. Excellent precise customer service from Andrew (Bostin! ;-) & Truly Fantastic stove! (According to our 20 year old expert: The pizza program is amazing)

Andrew L was really polite, knowledgeable and helpful and managed to sort my repair out quickly.
I would have given 5 stars but had to wait for ages before my call was answered.

Excellent service from Chris. Really easily sorted. Shame about the terrible hold music 🤣.

Dealt with Heather. Did take a while to get through on the phone but had swift service from Heather when I got through. Was quickly booked in with an engineer

Jason was extremely helpful in arranging repair

After my previous review regarding issues with replacement of faulty (within warranty) oven and the lack of customer services, let alone being without a useable oven for over 3 months.

I am glad to say that I now have a replacement oven.

I follwed up on Stoves request for information following my previous review and heard nothing back from them. Tried calling the delivery team, noone answered calls and I have lost another 3 hours of my life.

Decided to take another route and called the original supplier AO.com.

Wish I had done this in the first place.

Normally the retailer offloads you to the manufacturer, not in this case!

After two hours on the phone, everything was sorted. New oven, from a different manufacturer, installed 3 days later. Even better, significant refund on its way.

Anyone in a similar position to me, I would suggest going to the original retailer rather than Stoves/Pacifica directly.

5 stars to AO.com. Negative stars (if I could) to Stoves/Pacifica.

I had a recent reason to call jason about my washing machine repair at JTM . He was excelent and patient to take my call. And hopefully my machine will be running again very soon. Thanks to you guys.

Terrible customer service when there's an issue! My oven developed a fault 6 months in and can't be used except the hob (child lock is on and can't be switched off). Initially fab response, engineer sent out within a week. Unfortunately part needed ws out of stock, repair appointment booked for 2 weeks later but then cancelled as part still not in stock. No call, just text to cancel engineer. Had to chase for update, now rebooked after several calls and emails - will be 6 weeks without an oven function, if the part does fix the issue (engineer unsure).
I understand these things happen, but under warranty, 6 weeks without an oven given the money spent is not ok. Ignoring requests to discuss with someone is not ok.

Updated 17the December:
Now 9 weeks and still waiting for an out of stock part - noted on repair page to be due end of February 2026. Still no contact from the company despite requests to customer service. No oven for Christmas.

I have a new Stoves Richmond 60cm cooker with induction hob. All good except the cooling fan is very loud and runs for 1.5hrs after you turn off the oven. Also I could not find a proper manual on the oven and timer functions.
Susan on customer support has been amazing. She emailed the manual & showed me how to find it (Stoves website needs a little work as the way they direct you does not bring up the manual). Susan also explained about the cooling fan but arranged for an engineer to come out next week to fit a kit to reduce the noise and run on time (hope this helps the issue).
Really good customer support, thank you Susan

Helen was very clear, empathetic, helpful and pleasant. Excellent at her job!

Very efficient service with an appointment given Swifty thank you Andrew

My experience with Andrew L at Pacifica was very good. He listened to the issue we are having with our Stoves Range Cooker and offered a solution quickly.

I don’t have a lot of good things to say about Stoves though. They are impossible to contact directly and delivered a cooker to me 6 weeks ago that had a part missing as it was delivered and the cooker still isn’t working correctly!

I had a problem with the gas jets on my Stoves range cooker which was over 10 years old. Jason was very good. Clear in his questioning and organised an engineer promptly.

I purchased a bioethanol fire in May, and it took five months to arrive. Despite the extensive delays, the unit still does not work. This has been an extremely poor experience from start to finish.

Andrew was very helpful, in a stressful situation

Norman was excellent patient and knowledgeable
Ideal with misbehaving range!

DO NOT USE THIS COMPANY
I’ve had ongoing problems with my cooker from the start, and after weeks of back-and-forth the company finally agreed to replace it. I took time off and waited in for the arranged appointment, but they simply didn’t turn up. No call, no update, no apology.

I’m now left with a faulty cooker and zero confidence in their customer service. If you’re considering buying from this company, be prepared for long delays, broken promises, and a complete lack of communication.

I called to report a fault and arrange for an engineer to visit. The customer service lady was very polite and calm. She was able to arrange the engineer appointment and spoke clearly and confirmed my understanding of what was to happen.

My call went very well. Jason was clear in what information he required and what he communicated to me.

I rang to arrange for the repair of the main oven of my cooker. Jason was friendly, polite and helpful, and the repair was speedily booked in.