wilfa.co.uk Reviews 4

These guys made faulty kit, in my case a coffee grinder. They had a known issue with the capacitors which showed up on message boards post my purchase of it. They will do anything possible to avoid their warranty responsibilities. They claim a 5 year warranty, mine stopped working after 10 months. They have passed me around to 3 different places over the last months without ever coming close to resolving. AVOID THIS COMPANY!

Extremely poor warranty support – very disappointing experience

I purchased a Wilfa Svart grinder in the UK in September 2021, sold with a 5-year warranty. When the product developed faults, I followed the process exactly as requested: I contacted the retailer, then Wilfa UK, and provided everything they asked for – purchase receipt, photos, videos of the issue, product details, and a full description of the fault.

Since then, I’ve been passed between Wilfa UK and Wilfa Global with no accountability. Wilfa UK said they don’t partner with the retailer (even though the product was manufactured by Wilfa and purchased in the UK), and then forwarded my case to another department. Despite chasing multiple times, I’ve received no clear response, no confirmation of my support ticket, and no solution.

On Wilfa’s own website, their CEO writes: “Our vision is to deliver beyond what is expected… Our customers are the most important thing we have.” Unfortunately, my experience has been the exact opposite. I’ve been left chasing between departments for over two weeks, with no answers and no ownership taken of my case.

The grinder is deteriorating further, and I am now forced to escalate through Citizens Advice, Trading Standards, and legal channels.

For a company that claims to pride itself on design, quality, and customer service, this has been extremely disappointing.

I have tested my grinder for a week before reviewing. I love it. It gives me fuller flavour coffee for my cafetiere. I like the way I can put a specific amount into the hopper and it grinds it without any issues. Its easy to use, easy to clean and I conclude its the best grinder I have ever owned. It has significantly improved the flavour of my coffee from the blade grinder I was previously using.

UPDATE: I attempted to do a chargeback via my credit card (always use a credit card for purchases). During this process, I found an email of someone in charge in the downloaded email files (requested by credit card company), I got in touch with them via LinkedIN and phone call. They were quick to respond. However, they didn't accept any responsibility and kept insisting that the customer service staff wouldn't do such a thing (ghost customer emails). After this interaction, the customer service staff started responding again and I managed to get a refund promptly. Their customer service operation just seems to be setup cheaply/incompetently - glad I was able to get a refund and dodged a bullet.

I bought this grinder after a friend recommended a James Hoffman review. I really wish I hadn't, and here why you shouldn't.

Ordered the grinder on Jan 16, grinder arrived Jan 17, plugged it in and it wouldn't turn on. I had to resort to their customer services department, who are polite, but based outside the UK, and every response takes about 2-3 working days.

They finally organised the collection of my non-working grinder #1, and arranged for grinder #2 to be delivered. So far, this had been Inconvenient, but I was hopeful.

The second grinder arrived on Jan 25. It worked for about 2 grinds, and then stopped mid-grind on the third grind. I got in touch with Wilfa customer service again on Jan 29 (I waited till the weekend as I have a full-time job). They were quick to arrange a pickup of grinder #2 on Feb 2. I have confirmed via the DPD number that they have received non-working grinder #2. I informed them that at this point, I would prefer to get a refund, and the service I received after paying £120+ was poor (to put it mildly). Wilfa's customer service has since stopped responding to me. I have attempted to follow up with them on Feb 13, Feb 15 and Feb 21. None of these emails have received responses.

Maybe they used to make decent grinders, but I will be steering well clear of their products (and their poor customer service) and telling all my friends to do the same.

This is a borderline scam company that I'd recommend you avoid at all costs.