"Terrible Experience – Still Waiting for Refund or Delivery"

I am extremely disappointed with this company. They received my payment almost a month ago, yet I still haven’t received the pan. I reached out two weeks ago to request a refund, but they have yet to process it and they do not intend to from their replies! This issue is unacceptable. 28 days wait, with no mention of this when you make the purchase. I regret not reading the reviews in the first place.

"Great quality item"

Great quality item

"Great service and pans even better that…"

Great service and pans even better that expected, delighted.

"Customer service and deliver poor. "

Although expensive the quality of these products is second to none however the customer service and speed of delivery is poor and I will think twice about about purchasing any other items.

A little strange Samuel Groves send out a request via Trust Pilot requesting feedback on the item approximately 21 working days following purchase. This request gives the impression that the item has been dispatched.

"Buy once, buy well "

I bought a stainless steel casserole pan. Very well made, great heat distribution, it looks like it will last for ever and I have no inclination to buy another non-stick pan. Also made in Birmingham, UK.

"Excellent quality, British made "

I buy British whenever I can, to support British companies and to cut down on my carbon footprint. Everything I have bought from Samuel Groves is of excellent quality and built to last. I placed my order online on a Friday and it arrived the following Monday. Great service.

"Made in the uk quality"

Made in the uk quality - fantastic product that will last a lifetime

"Nice smooth pan surface which cooks non…"

Nice smooth pan surface - tri ply stainless steel - no non-stick coating yet cooks non stick provided ingredients properly stirred. High sides make for easier stirring while cooking

"No delivery or updates "

Placed an order on 15th Jan and advised that there is a 28 day delivery window. Heard nothing for 28 days. Emailed for an update and told they would get back to me. Nothing. Emailed again for another update, and told again, they will get back to me. Still no frying pan or update.

"Reviewing customer service"

Customer service started responding to my emails after negative review in trustpilot. That is not very good attitude. I hope company improves that policy.

Initially I got a very pleasant hint that company has distributor outside UK (which covers Germany and some countries in Scandinavia), but I didn't get any further info about that.

My feelings about customer service are still mixed so I am currently rating company at 3/5.

Sadly I don't have any Samuel Groves products in my hands (as shipping to other EU countries appeared to be very pricy and I was denied to get further info about possible distributor in other EU countries) so I can't comment about product quality.

I am rating only customer service :)