Top positive review
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Russell Hobbs honour their guarantee!
on 18 May 2015
I didn't buy my kettle from Amazon but read all the negative reviews and thought I should share my experience.
Exactly as many reviewers have said, the lid of my kettle broke less than two years after purchase. I tried to source a replacement lid, but with no success. I then read all the negative reviews, realised that the lid breaking was a common fault, and felt very upset.
I then went onto the Russell Hobbs website, and saw that they even published the bad reviews on their own website! So I wondered how best to deal with the problem. In the end I decided to email them. I used their customer contact page and wrote an email detailing the fault, the fact that the kettle wasn't cheap and if I'd only paid £14.99 for it I still would have been disappointed, and told them one of the reason for buying a Russell Hobbs was that my parents still have, and use, the Russell Hobbs coffee percolator that they received as a wedding present in 1966.
The next day I received an email from their Customer Services, advising me that they offered a full two-year guarantee for this item. I could either give them my proof of purchase, or failing that the number from the rating label on the base of the kettle, and they would replace it if it had been either purchased or manufactured within the last two years. I didn't have the receipt to hand, so gave the numbers from the rating label and heard no more.
That was last Wednesday evening. It's now Monday morning and I have just unwrapped a mystery parcel, which turned out to be a brand new kettle, exactly the same.
The moral of my story is, although there is obviously a design/manufacturing fault with the kettle, it's worth taking the time to email Russell Hobbs before giving up on the item, as even if you don't have your proof of purchase they will still honour their own guarantee based on the manufacturing date. I'm going to email them now and thank them as well.