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Customer Review

21 of 21 people found the following review helpful
1.0 out of 5 stars POOR QUALITY, DANGEROUS, POOR SERVICE FROM RUSSELL HOBBS, 27 Sept. 2005
This review is from: Russell Hobbs 11745-10 Stainless Steel Montana Glow Kettle (Kitchen & Home)
I purchased this kettle via Amazon back in February 05. It lasted about 3 months before leaking through one of the side windows. I contacted Amazon who agreed to replace the kettle but they were out of stock so I had to wait nearly a month. Amazon however allowed me to hang onto the kettle until the replacement arrived and then send the old one back - at least I had a kettle, although leaking. Anyhow got the replacement kettle which this week (3 months later) has the same fault - it's leaking through the side window. Assuming Amazon would probably not have a replacement in stock, going on my previous experience, I phoned Russell Hobbs Customer Service who immediatly offered to replace the kettle, however they said I would need to send back my leaking one and I should receive a replacement in about 2 weeks - what was I supposed to do for 2 weeks without a kettle? I asked if they would send me a replacement and I would return the old one on it's arrival - Russell Hobbs were not prepared to do this. I phoned Amazon and asked for my money back thinking it is probably best to buy a different kettle, it certainly won't be a Rusell Hobbs! Amazon were great they even offered to reimburse me the postage. Russell Hobbs certainly need to learn a lesson on customer service from Amazon. Looking at the reviews tonight, I certainly think Amazon should take up this product quality issue with Russell Hobbs - I would certainly be interested in the outcome.
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Initial post: 8 Sep 2011 11:30:01 BDT
claire751 says:
I could not agree more on the truly appalling customer service from Russell Hobbs! I had one of their broken kettles too, and was disgusted at the way they spoke and treated me. They didnt even apologise for the broken kettle, and fatuously blamed ME!!! Amazon were nothing short of excellent, in complete contrast. I am NEVER buying a Russell Hobbs again, I can assure you! Amazon, you are the modern, forward thinking company others should follow.
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Location: Croydon, Surrey United Kingdom

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