Verified Company
Terrible service, confirmed appointment for 22/12/25 they decided to cancel without notice or explanation and re arrange for 30/12/25. Resulting in taking a day off work loss of earnings for 22/12/25 and 30/12/25. They really need to improve service and be more professional and not cause unnecessary inconvenience for customers. Terrible incompetent service so far
EDITED REVIEW 2MOMTHS AFTER ORIGINAL REVIEW.
After sending the details requested and photo evidence, I received a phonecall from a resolutions manager from Pacifica who took my details and passed them on to the engineers regional service manager. They came back to me after looking at my case and offered me £35.00 as a gesture of goodwill.
I have politely declined this offer, asking them to reconsider their offer to reflect the facts that they were called to fix my dryer but left me without a working washer and adryer. I am still awaiting any sort of response from Pacifica and get the feeling they are dragging their heels ,in the hope I may give up.
As I stated in my first review , I had a feeling that this was going to be a long haul of a job, unfortunately I have been proven correct.
If you are looking for a quick resolution to your equipment being fixed or to be compensated because a Pacifica engineer has left you with a machine that is worse off than when they arrived ,please do not use this company.
Engineer came this morning to fix an issue with my dryer.
Arrived with wrong parts, but tried to fix machine.
I have now ended up with no washer or dryer as the engineer blew one of the wires on the main dashboard and fused the electric box. Now the machine does not work in any capacity and we are unable to switch it on He suggested that a new machine may be in order.
Engineer has given his report and am now having to wait until next Fri for new appointment. If the washer dryer still does not work, they will then speak to Electrolux so they can give an assessment of the situation.
Rang complaints line and asked if it could be any sooner. But to no avail.
This is going to be a long haul of a job that really doesn't need to be so .
Reply from Pacifica Group
2025.10.13
Hello
I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.
We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to karen.pallister@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.
We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to karen.pallister@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
UPDATE
Having emailed Karen almost a month ago I got one response from her and advised I'd be contacted by the customer service team. I have not heard a single thing since, after chasing several times. I would never let this company anywhere near my appliances or house ever again. If you are thinking of using them then I would steer clear.
Pacifica have now visited my property three times to repair a tumble dryer that is still under warranty. Despite replacing several parts, the machine remains faulty.
During the first engineer visit, the engineer damaged the flooring in our laundry room. We reported this immediately, yet Pacifica are now denying responsibility and refusing to put this right.
We have been left with:
• A tumble dryer that still doesn’t work
• Damage to our flooring caused during a service visit
• A company that refuses to take accountability
This has been a frustrating and time-wasting experience, and we now want the appliance replaced and the flooring repaired. I cannot recommend Pacifica based on the service we’ve received.
Reply from Pacifica Group
2025.11.17
Hello
I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.
We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to karen.pallister@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.
We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to karen.pallister@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
I have two poor experiences with this compsny.
1. Dishwasher repair The drain tube had been chewed by mice. I fully explained this to their call centre. The engineer arrived told me I needed a new drainage tube and he would order it!! I knew that. Arrived a few days later fitted satisfactorily.
2 Washing; machine failed to drain manually drained checked filter fine.
Pump was pumping but not draining explained this to operative.
Engineer arrived confirmed filter OK .
Bracket holding drain pipe broken tube had kink in it would not drain. No spares on van; ordered replacement not in stock!!
Will not be fitted till after Xmas.
I have used Autowash in Sittingbourne for 40 yrs. It was much more efficient a complete failure of communication between call centre and engineers. Costing company two visits for one job reducing profits or costing customers.
They are charging me £51 for the replacement part. A Hotpoint replacement available on the web with fittings for £6 95.
Total cost including labour £121 I suppose cheap for two visits.
I purchased a brand new AEG washer-dryer (the most expensive model) from John Lewis currently £1000+, and within six months it developed a leak. Unfortunately, neither John Lewis nor AEG were initially helpful, as all warranty repairs are passed on to Pacifica.
Pacifica initially gave me a 9–10am appointment slot, but the engineer arrived at 8am. Nobody told me they could arrive before, they said I would get a slot the day before. This engineer told me that if I didn’t let him in, he would leave and I would have to rearrange. I changed my plans and let him in five minutes later. He also refused to remove his shoes, saying it was a health and safety issue, then asked if I had shoe covers. He eventually fetched a muddy pair from his van.
The experience went downhill from there. The engineer replaced the washer’s rubber seal but damaged my kitchen cupboard when putting the machine back. The cupboard is now hanging off the wall, the inner panel has ripped away, and both carpenters and kitchen fitters have said it will need a partial rebuild, estimated at around £250.
To make matters worse, the engineer fitted the seal incorrectly, leaving part of it tucked inside the machine. It took Pacifica a couple of weeks to arrange another visit to correct the mistake.
Pacifica has not offered to repair the damage or send someone to assess it. Instead, I have to source my own tradesperson for a quote, which they will then decide whether to approve.
I've had to prop this panel up to stop it falling down, and I can't use the washing machine on higher speed spin cycles as the loose panel rattles and makes an incredibly loud sound.
Overall, a very poor experience. I would avoid using Pacifica at ALL costs.
Edit - 1 month later Pacifica rejected my claim / the carpenter invoice because the manager says this is out of character for the engineer, and that there would've been sawdust on the floor in the after picture if the panel was damaged. How ridiculous, just to try and protect their friend over a customer. Thankfully Aeg have helped directly, after both John Lewis and Pacifica couldn't.
Reply from Pacifica Group
2025.11.17
Hello
I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.
We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to karen.pallister@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.
We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to karen.pallister@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
Doug 3187
Super service- quick, helpful and friendly. Much appreciated! 😊
Reply from Pacifica Group
2025.12.18
Hello
Thank you for your 5* Reply,
We really appreciate you taking time to provide positive feedback regarding the service you have received from Pacifica
We hope you have a great day
Thank you for your 5* Reply,
We really appreciate you taking time to provide positive feedback regarding the service you have received from Pacifica
We hope you have a great day
This company has been disgraceful. The first appointment I booked for an oven repair was changed without consultation, which caused me considerable inconvenience. On the day of the rearranged appointment I waited in, but the engineer failed to turn up. Apparently he couldn’t find the house, but it’s in such a central location that if he’d simply knocked on a door anyone would have directed him.
The appointment was then rearranged a second time for three days later. The following afternoon however I was informed by text that the parts were no longer available and my appointment had been indefinitely postponed. When I phoned up, the operator told me that following the engineer’s failed visit the parts had been sent back to the oven manufacturer as a matter of policy rather than being retained for the new appointment and it wouldn’t be possible to have them resupplied and fitted for more than a fortnight. I am now without an oven over Christmas and New Year and will have to ask my family to make other arrangements at short notice.
The company’s procedures are completely dysfunctional and the engineer seems to have made no more than the feeblest effort to attend my house. This firm should be avoided at all costs.
Reply from Pacifica Group
2025.12.18
Hello
I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.
We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to karen.graham@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.
We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to karen.graham@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
Extremely disappointing repair experience
Our tumble dryer broke down in October, and nearly two months later we are still waiting for it to be repaired. Pacifica told us in November that the required part would arrive on 17 December. When I called on today, 18 December for an update, I was informed that the part still hasn’t arrived and is merely “on order” — not even dispatched or out for delivery.
This means we have been without a tumble dryer for over two months, during cold and wet winter weather, which is completely unacceptable. There appears to be no proper monitoring or follow-up of parts orders or repair jobs to ensure they are completed within a reasonable timeframe.
This is unfortunately not a one-off experience. We had another repair with Pacifica during the summer which took nearly three months and six appointments to fix a single issue — engineers either did not show up or arrived without the correct parts.
Overall, the lack of communication, poor organisation, repeated no-shows, and extremely long repair times have been incredibly frustrating. Based on our experience, I have very little confidence in Pacifica’s ability to manage repairs efficiently or reliably.
Reply from Pacifica Group
2025.12.18
Hello
I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.
We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to karen.graham@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.
We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to karen.graham@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
Jamie 3183
Great service. Messaged to say in way and left everything working and tidy
Reply from Pacifica Group
2025.12.18
Hello
Thank you for your 5* Reply,
We really appreciate you taking time to provide positive feedback regarding the service you have received from Pacifica
We hope you have a great day
Thank you for your 5* Reply,
We really appreciate you taking time to provide positive feedback regarding the service you have received from Pacifica
We hope you have a great day
