Westin Cooker Hoods Reviews 36

Dreadful customer service.I had to chase several times until i finally got in touch with the manager of customer services who outsourced my job to another company.Call out charge is a set fee of £250. The job took 5 mins. The part was 55£ plus vat and the call out fee was £250 plus vat. Outrageous price £366 to replace a small part that ( technician said goes on all westin extractors approx every 2 years it’s the electronic button that’s used the most) .
Will never buy a westin extractor hood again.

I became of a customer of Westin over 10 years ago when I purchased a kitchen extractor to be fitted in a newly installed kitchen. There had been no problems with the unit despite daily use. A few weeks ago there was a problem and none of the trade electricians I knew were prepared to help. I telephoned Westin and was put in touch with a member the Customer Service Team with the intention of getting a new machine. The female member of the team started a relationship with the intention of trying to work with me to go through a series of simple tasks to identify the probable cause of the faults. Over a few days and her guidance I was able to cure the problem with only the cost of a battery. Had I not had her guidance I would likely have had to have the cost of a new machine installed by a an outside engineer.

The hood we purchased was as noisy as an Airbus 380, or perhaps noisier. The suction was also poor. The hood was still under warranty, so we contacted Werstin's customer service. Months after we reached out, a contractor came to inspect the hood and, without inspecting the ducting and without any basis, concluded that the ducting was "maybe" not of the right size throughout (it was). Without even attempting to understand and let alone resolve the issue, Westin gladly proceeded to reject the warranty claim and issued an invoice for the costs of its contractor's short inspection. We were left with a noisy hood, no solution, and an expensive invoice. When we reached out to customer service to complain, after some back and forth, we were eventually asked how we would want the issue to be resolved. We explained it was not our job to come up with solutions; we just wanted our hood fixed. Without notice, Westin proceeded to re-issue the invoice. Again, no solution offered. Westin has demonstrated little regard for customer satisfaction and showed no issues in drawing conclusions without any real evidence in support. We are genuinely appalled by the level of customer care received (in addition to the poor quality of the hood itself).

We had an issue with an extractor fan just before Christmas! Our local distributor was closing the next day for the holidays and didn’t have the part required. Westins took over and were able to dispatch the correct part on a next day meaning we had a full working extractor in time for Christmas! The Westins team helped me identify the part exactly ensuring there was no mistake in what I needed! I would fully recommend the Westins team to anyone

The product is great, works really well, looks super and I want other people to know that I love it. Our kitchen company recommended this extractor in their quote and had a difference model on display, in their showroom. We are impressed by how it works, a 4 speed fan that is quiet, we mainly use speed 1, which is sufficient. The Stratus Mono model lowers as you turn it on, which look impressive and helps with the extraction. When not in use, the white glass unit fits flush to the ceiling, giving a clean look. Westin were helpful in choosing the model and supplied a free upgraded remote control, nearly a year after purchase. This is certainly on of the best items in our kitchen, which I can’t recommend highly enough.

We have recently had a Prime Slim 1000 installed as recommended by the kitchen installer:

Pros:
- Good extraction

Cons:
- Insufficient lighting from the two lamps at each end. We mitigated this by installing additional LED lighting over the hob. Sadly not possible to control with the same remote controller.

- Purchased a separate remote controller (at £140!) for the hood. But, with little use, it needs to be recharged every 2 weeks, which has been confirmed by Westin to be the case. Device and Westin support almost useless.
Update 13/01/2025: After pursuing this further with Westin we finally spoke with a far more engaging support person who acknowledged that the battery on our remote should last longer. They sent out a replacement remote, which is now working into its second month on one charge :).
However, we still believe that the remote should be driven by exchangeable batteries as we are hoping the extractor should last longer than the current non removable rechargeable battery in the remote.

Following a change of battery in the controller for my Westin extractor, the controller would no longer properly control the extractor. I contacted Westin’s sales department using the contact facility in their website. The response was very quick and using the instructions provided I was able to get the extractor working within minutes.

Great service, great company . Would highly recommend them

Very responsive and super efficient customer service team. We needed a new control box for our downdraft extractor, which needed to be imported from Italy. On time and on budget.

We have worked with Westin now for many years supplying our clients with Westin products. They really are the only extraction company to look at we only supply & fit their products.
Their products and after care services for us as a company & our clients are on another level.
We look forward to placing more orders with Westin for our clients.
Thank you Westin.
The Kitchen Place Cheshire

Emailed Westin about an issue with a fairly old unit of theirs, wanting to book a service. Received a prompt response and after checking some details, they provided me the information to perform a system reset myself, saving the call out fee. A great example of proper customer service! Would recommend. The extractor is very good too!

Hands down one of the best suppliers I have had the pleasure to deal with in my 16 year career as a kitchen designer/supplier ! Always 5* service from the sales team with prompt deliveries and great comms. Wouldn’t hesitate to recommend Westin ! They know how to do extraction properly !!

Thought it would be a good time to mention Westin’s excellent service, recently need to get a part for one of our clients came within a day!
This is not isolated incident just a reflection of service and quality of products we have confidently been supplying without problems for the last 15 years
Thank you

Kayleigh and the sales team were so patient and professional when I phoned them many times for advice on an extractor for the kitchen as mine had to be an unusually shallow depth to fit. They sorted me out straight away. I had installed a Westin for years prior and it was excellent. There was a problem on my side with the delivery but they were so helpful and accommodating. The delivery driver was excellent. I would highly recommend Kayleigh and Westin.

Excellent Service.

I called Westin as I needed a replacement lamp for my extractor. I didnt have any paperwork for the hood, but this wasn’t a problem, Riz looked into it and identified what I actually needed. It’s just nice to speak to someone on the phone when you have a problem. The parts were with me the next day, what more could you ask for!

Professional, Great to deal with and very nice hoods that are stylish and efficient with superior build quality.

Westin are a proper old school British company that are rare to find these days. Everyone i've spoken to seems to know their stuff, even the receptionist. Having used their products for the last 10 years i can honestly say they are the best in the extractors business, i wouldn't look anywhere else.

We use our extractor daily, and never had a problem. Cooking smells rarely escape into our open plan living room.

So I own a kitchen business. We design, make and install high end kitchens for clients and have done for 25 years.

I've been pretty much exclusive to Westin and I've sold hundreds of their extractors over the last 15 years.

I'm not bias, I just love working with them as their products are always top notch. They are very well made and finished and have a fantastic range to suit the various needs of our clients.

No business is perfect, but I can count on one hand the number of issues I've experienced and all have been sorted by the team there.

When I did my own kitchen, I obviously did Westin at home. So impressed with it!