Residentia Group

The most appalling customer service I have ever received. We have been without a working electric cooktop for over 2 months now in our brand new home. I’ve sent countless emails and left voicemails but I’ve never received a phone call back or an email with an update without me emailing first. I’m lucky to just get an email back from someone. I was told by the “customer service manger” that the stove was delivered and she was “contacting the service agent now”, the next business day I was told by someone else that they were still waiting for the stove to be delivered! I emailed them a formal complaint letter, didn’t even get a reply other than an automated email saying they received the email! I’ve just submitted a formal complaint with Fair Trading, hopefully they’ll be able to do something to help us. Our experience has been an absolute joke!

My experience with Residentia has been a complete nightmare. After ordering a spare part for my oven door on May 15th, I have endured a month of frustration, disappointment, and a complete lack of communication. Despite numerous attempts to contact their customer support team, I have been repeatedly promised follow-ups that never materialize. Furthermore, Residentia has held onto my funds while failing to deliver the ordered item. This level of incompetence and neglect is unacceptable. I strongly caution others to avoid Residentia due to their abysmal customer service and inability to fulfill their commitments.

My Residentia dishwasher has been nothing but a problem from day one. I ordered from Appliance Online ans I need an integrated dishwasher, and this is the only one they had available after a stuff up. The springs have failed on it and the door kept falling down, I finally got somebody from service to fix that, and now it’s just stopped working again. I’ve tried to email Customer Service and receive no response. Never again!!!

Staff member Jessica was fantastic. Extremely helpful, competent and prepared to follow up on my enquiry - treats you as a person - not as a mere voice on the phone! Again 20/10 for service!!!

Terrible response time and poor service. We have been waiting for 2 months to get our oven and stove (which is still under warranty) installed and have had to initiate follow ups every time and all we keep getting is we will follow up and get back to you and nothing else. Do not reccomend getting extended warranty from them.

After 18 months my Omega oven door shattered. The experience with the Residentia service team has been atrocious. Not only did they blame me for the issue without asking a single question about the circumstances of how it happened, or any sort of investigation (they didn't even ask how frequent it was used, temperatures, how it was cleaned etc), but they ignored all my questions I asked them, and closed my service ticket while we're still in the process of resolution. My whole kitchen is Omega and I rue the day I have any more problems and need support from this company. My advice, go with a non-Residentia brand - a quick Google will show you other manufacturers will replace glass under warranty with no fuss.

Stay away from Residentia Group and all of the products they distribute! Unbelievably rubbish after-sales service. I've been chasing a part for a washing machine for over 2 months. One plastic part held in by 2 screws. I've supplied the names that the part would be called, photographs of the actual part and the spare parts division in the Philippines do not know what it is. It's a drum paddle

The SOLT washer I bought from GoodGuys Alexandria had some damage to its internals. And I had to contact the Residentia Group for a resolution. I was able to contact with an agent (Nate) within 5 minutes wait and he helped me to resolve the issue by shipping and fitting a new washer in the same week without any drama. He was super helpful and easy to communicate throughout. This was one of the best customer service experience I've ever had. Faster and friendlier service than the reseller GoodGuys. It's been a couple of weeks and the washer is working great as it should. I highly recommend their service. Thank you.

Such poor customer service. I called the place of purchase only to be put onto these guys over a product I purchased that was out of warranty by 8 days. If you are calling about a warranty issue they will give you the run around. I find it remarkable that a Solt product can die 8 days out of warranty. This business has no integrity or care for it's customers. I will not be purchasing Solt products or any products that you guys look after ever again. Stay away from this place poor quality products and even worse customer service. Zero out of five stars.