Written on: 14/10/2010
We've had a nightmare with Dualit 4 slice toaster from beginning to end with this toaster and I wouldn't, in a million years, recommend anyone to buy from this company.
It all started 15 years ago when I used to be a nanny for a family who had a version of this toaster. I loved this toaster. I loved it's design and it's cool functions. When I became a grown up, I really wanted this toaster - I knew it was a silly amount of money to spend on something which essentially does nothing but make toast - but I bought into the look - and spent the money on the toaster.
4 years ago I became the proud owner of my very own Dualit 4-slice. About 2 weeks after I got the toaster, I had to take it back to the shop because the timer dial wasn't working. The toaster was repaired and sent back, no problems.
The problems started 1 year ago when, for some reason, the one-slice-slot (the slot you use when you're only making one slice) stopped working on one side. Apparently this is a common problem. So I took it back (still covered under warranty) and it was sent back to Dualit who sent the toaster back several weeks later with a note saying it was repaired. I got the toaster home, plugged it in and low and behold, the toaster was still suffering under the same fault as before. I then took the toaster back to the shop, it was sent back to Dualit and the toaster was returned, again, to me several weeks later with a note saying no fault found. The toaster still was not working.
At this point, I contacted Dualit directly. The customer services manager implied that I was making up that the toaster was not working correctly and said there was nothing more they could do if the engineers were saying that no fault was found. After a very long time on the phone, I finally convinced the person at Dualit to look at the toaster himself, actually put a slice of bread in the toaster and see whether he thought it worked. They sent a courier to collect the toaster and about a week later I got a call from the customer services manager at Dualit saying that it was true indeed, the toaster was not making toast properly (one side gets toasted, the other doesn't). He then guaranteed me that the repair would be done and the toaster was returned to me. Of course, when the toaster arrived back at my house, IT WAS STILL NOT WORKING! So I called Dualit again and, after another very long phone call, the customer services manager told me that they weren't willing to try to repair the toaster anymore, and that I would have to go back to the retailer to have them sort it out. His basic gist was that Dualit were washing their hands of the problem.
I can't believe, that for a £170 toaster, Dualit doesn't care more about customer service and customer satisfaction. This is supposed to be a toaster for life - all of the parts are fully replaceable and fully repairable. Dualit says it costs a lot because it is going to last forever. So, how can they explain the fact that when they couldn't fix the toaster, they washed their hands of it. I wouldn't buy this toaster again if I had a choice. I'd buy a cheaper toaster - in fact, if I spent £10 on a value toaster I'd probably get better toast - and imagine how many value toasters you could buy for £170! I hope that in reading this review at least one person decides not to buy this toaster - if it's customer service you want - go elsewhere - if it's a reliable toaster you want - go elsewhere - if it's toast you want - I'd buy something else.
As rated by real users