Baumatic
Reviews and Complaints

Good afternoon,

I purchased a washing machine from you in 2020. This was faulty and smoked to the point it cut out. It was only some weeks old and a replacement was sent I believe this was in 10thNovember 2020.

Around summer of this year, the same thing happened again and it is currently faulty. I called both yourself and ao.com where I ordered the product from. I got passed from one to the other and was advised I had no warranty on the item and nothing could be done. So as it stand I still have a washing machine that doesn’t work.

Today I was contacted by someone called Chris at ao.com insurance department. Chris was offering me a package to cover my fridge (also purchased from you) and washing machine stating they were coming up to be out of warranty. He confirmed the items had a 2 year warranty one them. I have since confirmed the same with another member of staff called Amy - I have asked her to send me proof of this by email but she said she cannot as she doesn’t work in the relevant department ?

I am currently on hold to customer serves at ao trying to resolve - I have been on hold for over30 minutes so far.

I was informed my washing machine has a 2 year warranty on the item by Chris and is out of warranty in a few days hence the cover he has offered.

Having heard this now, I have found out the item is still under warranty and I have been misinformed . Chris was going to send me an email to get this sorted but has only send me one trying to sell me cover.

Can someone please address this. My washer is still faulty and needs replacing. I had the original replaced for smoking and it’s doing the same thing. I would like some action taken and I’m really disappointed I had been told I wasn’t covered.

I will also be sending this email to ao - it appears I am still covered with a 2 year warranty and therefore the item needs to be repaired or replaced !

I would appreciate some contact as soon as possible

Thank you

Our tumble dryer, has been broken over the last 5 months. It started with some holes in the drum, when the engineer repaired this he squashed and damaged the water drum. This was finally then prepared and a code came up. They have decided that the dryer cannot be fixed after another month of us waiting for an answer.

We have now finally been given the option for a new tumble dryer as I pay the domestic and general insurance, as it was coming to the end of our year of guarantee. We have been charged an extra £10 excess for the new tumble dryer. When speaking to someone this shouldn’t have had an excess and there should have been at least one at the same value and therefore we didn’t need to pay.

I cannot believe that we’ve had no dryer for over 5 months! Now we’re having to pay in excess for a new one when I’m paying for the insurance too! So annoyed!

I got a replacement oven in november and paid xtra to get this one I had an engineer out on 2nd june and he says it was cosnetic iv been dealing with domestic n general from then to get it sorted as I pay maintenance they told me to contact youse next step will be citizens advice they engineer asked if I put my grill pan on the base which I do but take it outwhen im cooking theres no where it states not to

I bought the steam oven (BCS485X) nearly two years ago. My family actually really likes it and use it on a daily basis. Unfortunately, this has broken down and we have called the service center in Hong Kong to get this fix as the warranty has expired. Calling the service center and answering the same questions (e.g. name, address, telephone number) was unbelievably agonizing. I had to call more than 10 times answering the same questions within a 3 week period as no one actually followed up. They finally came up and we paid the service fee of US$72 to be told that they need to come back again to bring it back to the service center. We were more than happy to pay for the fee and waited for anyone to come pick up the machine. This took another month with endless phone calls and answering the same questions. When we finally could not bear the wait (it has been already two months on), my husband finally had a shoutout with the service center of which they actually was happy to come the following week and politely said that even if they fix it, the cost will be more than buying a new one. Unbelievable one of the worst service centers I have experienced and because of this, I will suggest to anyone to stay away from this brand.!

We have a 3 / 4 year old Baumatic gas hob. 3 of the 4 knobs have washers / gaskets under the knobs which have cracks in them. This results in the hob not igniting properly.

The washers are 12mm x 7mm white plastic circular.

I thought these washers would have been around £1 or £2 for a bag of ten or so. I find it difficult to believe that 3 replacement washers is priced at over £65.

Handle on my cooker broke on one side, swung down and smashed the cooker door. Called customer service on the 14th Dec 2015 where a very nice lady helped to order a new one and sold me extra 2 years insurance. I expressed my concern about them coming to fix it on 24th Dec as I had 12 people for xmas dinner. She ensured me not to worry, they would call me that morning to set a time. They came on the 24th as promised but didn't have the door. Phoned them to be told the lady had not ordered it and there was nothing they could do about it( ruined our Christmas) Two weeks later called me and made arrangements to come again, stayed in but by 1pm called to see when to be told the door had not come in. Following week made new appointment, stayed in to be told door had not come in yet. Now sitting in on the 21st Jan2016 15:54 pm still no door. I have had some bad customer service but this is just taking the mick. No one has phone me or written to me. ITS A LONG TIME TO GO WITHOUT AN OVEN AND HAVE A FAMILY WITH TWO CHILDREN TO FED. WOULD NOT TOUCH THIER PRODUCTS AGAIN

Yeah I payed them (a guy who said his name was Tom) $810 though Western Union for 10" hoverboards. I told hon I didn't want to send western union as it was not secure. He sent me pictures a scooter with a sheet of paper with my name on it to prove to had it and also did the same with a video of his "wearhouse" with my name in it. He said it shipped. Today is 10 business days and he hasnt responded to my messages in over a week and the supposed website is offline. The company seemed legit when I first looked it up but now im song it in scam lists. Can I do anything about it? Skype: Tom.apac Tel: +86-[protected] tom.[protected]@outlook.com here is Company Bank Account Information Beneficiary Name : BAUMATIC PACKAGING COMPANY LIMITED Beneficiary Bank : HSBC HongKong AC number : [protected] SWIFT CODE : HSBCHKHHHKH BANK CODE : 004 ADD of bank : 1 Queen's Road Central, Hong Kong Here is the Western Union Payment Information: FIRST NAME : CAIXIAO LAST NAME: ZHANG CITY: Shenzhen PROVINCE: Guangdong COUNTRY: CHINA ZIPCODE: 518000

To whom it may concern. ​​I am reporting a online scam. We have paid for portable 3.5" USB floppy disk drives. We have not recieved the merchandise. The tracking number supplied is not valid. skype names Helen Skype: lee.langyu ​The telephone is always on power off.​ Tel: +86-[protected] Company Bank Account Information Beneficiary Name :​​ BAUMATIC PACKAGING COMPANY LIMITED Beneficiary Bank : HSBC HongKong AC number : [protected] SWIFT CODE : HSBCHKHHHKH BANK CODE : 004 ADD of bank : 1 Queen's Road Central, Hong Kong . After she did not send the correct tracking number I asked her for more details about her company. ​In her email to me she said that her company is Company name : Shenzhen Langyu Technology Co., Ltd. I did a search and there is only a Shenzhen Lanyu Technology Co., Ltd In another email she said her company is this is our company www.dawaitt.com This is my phone number : +86-[protected]

I contacted Baumatic who apparently have taken over from Homeking as the oven element has gone and the cooker is still under manufacturers guarantee as it is less than a year old. I have constantly called to be told they don't have a part, then they do (3 weeks later)! But will need to wait for the part to get to the engineer and then the engineer turns up 10 days later with the wrong part, correct part is ordered again and I ask to get a new cooker as I have waited over 5 weeks now. The chap I speak to says that the new part will be in the next day so I cant get a new machine because they will have the part. He assures me that as soon as it comes in the engineer will be sent it and then he will fit it, will take around 7 days. Another week passes. On Monday I call to discover that the part never came in and I now qualify for a new machine, someone from the Resolution Dept will call me within 72 hours to tell me when I can expect delivery. No call, I call myself again on Thursday to find out what is happening and I am again told that someone will call me tomorrow. I have just called again to be told that I cannot be put through to the Resolution Dept and someone will call me in a couple of days! I just want to know when I will get my new machine, this company are an absolute joke, when I ask why I have not been contacted since Monday and I had been told I would get a call I am told, they are just really busy but you will get a call in a few days, Anyone know how I can claim for compensation from this crowd? The machine is still under guarantee and I have been having to eat takeaway and micro meals for the best part of 2 months now.

Dishwasher broken 4 weeks ago. Engineer came out and didn't have the part said needed ordering. We chased a week later and told might be in Friday ring back and check. We rang Monday after a weekend away to be told part not in stock, don't know when it will be. Then I rang again and they said they put a chase on the part. the part arrived 7 days ago but no engineer he was on holiday. booked to fix machine this morning. What a surprise wrong part so cannot be fixed today. They do however, have the correct part in but we go on holiday tomorrow and not back till end of August then I am back in school. guess what they wont fix on a Saturday. They also don't reply to emails, no manager to speak to and they customer care pledge online is a load rubbish. I have started a Facebook page BAUMATIC... Appalling Customer Service feel free to join and share your stories!

CHRISTMAS DAY 2012 BRAND NEW BAUMATIC OVEN BLOWS UP AND SHATTERS GLASS ALL OVER THE KITCHEN AND FOOD, AFTER MANY PHONE CALLS AND MANY EMAIL BAUMATIC CUSTOMERCARE SERVICES STILL CAN NOT REPAIR, REPLACE A FAULTY OVEN OR EVEN ANSWER A SIMPLE EMAIL, , , , , ANYONE WHO BUYS ANYTHING FROM BAUMATIC WILL HAVE NOTHING BUT DISAPPOINTMENT, FROM 25/12/2012 TO DATE 23/02/2013 WE STILL HAVE NO OVEN AND NO COMPENSATION FOR DAMAGED FOOD AND A CANCELED CHRISTMAS
DO NOT BUY ANY ANY ANY BAUMATIC ITEMS

we have paid an amount of money for our fridge freezer to be repaired, that was three months ago and still the appliance is not working. we have had six visits by totally amateur engineers. The first appointment they missed totally after we waited in a full day the second appointment they told us the problem and went away and ordered the part, my husband told the engineer that the part they ordered would not fix the problem, the engineer insisted it would. Two weeks later the engineer arrived with the part, fitted it and still a day later is was still freezing all the food in the fridge. We asked for a return visit, the same engineer arrived again and instructed us that it was a diverter valve which was at fault, he was going to order a new part.
he returned some weeks later after we had made several calls to Baumatic customer service ( used customer service lightly there is no service ). Two engineers came this time and took the appliance out of the cabinet and both engineers looked at the rear of the fridge puzzled. He then informed me that he has been sent the incorrect part. This is the part he ordered and my husband got on the internet and down loaded a wiring diagram for the fridge and loan behold there was the part. The fridge was taken out of the cabinet again and they fitted the part. Parting comment after the engineers walked out of the door was well that will not fix the problem. And guess what it hasn't we are now going into the fourth month of having no fridge freezer, we are two fridges of food which we have thrown in the bin and six days leave from work and just short of £100 out of pocket. You cannot speak to a manager in the customer service department and they never ring you back. The appliance is only just 30 months old

MY ADVISE IS NEVER BUY ANYTHING WITH BAUMATIC ON THE LID IT WILL NOT WORK FOR LONG AND CUSTOMER SERVICE IS NONE EXISTANT

Washing machine purchased in September 2011. Broke down the first time after 12 days. Since then it has broken down at least 5 more time's. Each time I have to wait at least 2 weeks before an engineer can visit to repair it, resulting in approx 3 months of being unable to use it. Disgusting customer service experienced. Baumatic will not issue me with a new appliance even though the said machine is now obsolete.

I have had significant issues with Baumatic's poor customer services, which I can only describe as appaulling. Below is an email send to their managing director, which details the issus I have experienced. This was sent on 30th Jan, and a day later, despite also leaving a message, I have not had a response. Suffice to say I will not be purchasing baumatic applicances again.

Dear Mr Holt,

I today left a message for you to call me with regards to a long standard service call, which, despite a significant amount of telephone calls, and emails, remains unresolved. I have yet to receive a call from you, which, although I hope, is simply down to you not having time to do so, I fear is indicative of the poor service I have received, which, in summary is as follows;

Approx 20th Dec I called to advise that my washing machine had a fault and was not working.
29th December, engineer inspected, and advised that he would order parts to repair the washer, and come back and repair.
5th January, telephone to ask on progress, to be told that the parts were on order, and to call back on Monday, if I had not had a call.
9th January, no telephone call, so called approx. 4.30pm. Parts were still on order, no further information could be provided.
10th January, emailed customer care, outlining lack of progress to date and asking for an update.
11th January, received a response from Amy White, advising parts were on order, and will come back with more information when available. I emailed back asking could a more specific timeframe for a response be provided, to which Amy replied to allow 24-48 hours.
13th January, I emailed for an update, having not received a response.
17th January, I emailed customer care at 9:52am, putting, for the attention of the customer services manager, asking for an update..
17th January, I emailed customer care at 17:08pm, having telephone several hours earlier, having not received a response.
17th January, 17:12pm, I received an email from Amy, advising that the manager was off sick, and that she would follow this up/escalate the following day.
18th January, email received from Amy, saying that the PCB was not in stock, and that I should receive a call by end Monday.
23rd January, emailed Amy, as had not received a call.
25th January, telephoned, and asked to speak to customer service manager, who, I was told, was not available due to being in interviewed all day. I spoke to Jo, who informed me that the part (PCB) which was to be sent to the ‘agents’ was found to be damaged. She said she would call me back to see what would be done.
27th January, emailed Jenny Charlton directly, as had not received a reply.
30th January, telephoned to speak to Jenny Charlton, who was not available, asked to speak to her line manager, and was passed through to someone who took a message for you, .

I am a service professional, and have very few situations where a customer has to contact a senior manager, due to poor services levels. However, I have never experienced a situation where, the escalation process falls down as significantly as it has with yourselves. There appears to be a systemic lack of customer service, and the aspirations of your platinum service, as outlined on your website, in no way resemble the service I have received.

All that I ask is that my washing machine is repairs, and done so quickly. I sincerely hope that you action this urgently. As I have detailed in my previous correspondence, I have 3 children, one of which is disabled, and being without a working washing machine is a significant disruption, not to mention the cost involved of having to go to a laundrette.

Your urgent attention would be appreciated.

Do not buy a Baumatic appliance, I had my new house fitted with everything Baumatic and as each item has broken down I have had the most monumental task to contact, chase, chase and chase again, in some cases like the last issue I paid £114 for a year warranty and had contacted Baumatic technical dept with the oven serial number which they supplied, the engineer arrived two days later, with the wrong spare part and said he would order the correct part and be back on Monday that was 4 weeks ago, I contacted Baumatic today and was told they still did not have the part, so they have refunded my £114, my oven is still broken and if I could send all these appliances back to Baumatic and replace them with another make I would do so, be warned they are completely useless

Dear Mr Bianchi

I am writing in relation to a terrible experience I have had with Baumatic today, On Sunday my washer dryer broke down. I called first thing Monday morning and was given an appointment for Wednesday 29t June. Today I took the day off work and whilst waiting for him I missed a call from a mobile number, i called it back within 5 minutes to find it was the engineer who had failed to locate my property and as a result had gone off to another job and would not be coming back. i called customer services who said the first available appointment was 12th July. I called back explaining that waiting 2 weeks for an appointment when I have a small child and full time job was unacceptable and suddenly an appointment appeared on 8th July. Still this was not good enough being 10 days away. I asked for the name of the relevant person to contact to complain about the service and tried to locate a number to call her on. Not being able to find one i called back and spoke to a third advisor who said that they would try and find me an earlier date and suddenly 5th July was found. I still think that waiting another week for an engineer visit is completely unacceptable - I paid extra for the guarantee on this product and would expect that it could be fixed a lot quicker than that. If I were to call and pay for myself an engineer I could get it sorted in a couple of days but I do not want to pay myself and I am not sure why you cannot in these situations foot the bill for an outside repair man to come in place of your clearly overworked engineer.

At the end of my third call i asked to be put through to Jenny Charlton and I was told that it was not possible and a management call back would be requested. I imagine they wont bother to call until after my engineer has finally arrived.

I also find it unbelievable that in the space of 15 minutes 3 different advisors were able to find 3 different appointments all a few days apart - and all of them claiming that these appointments were the soonest available. If I believed the first advisro I spoke to I would be witing 2 weeks for an appointment. So am i to believe that if I continue to call all day i might be able to get myself an appointment tomorrow?
If your one engineer is so busy that there are no appointments for 2 weeks I would seriously consider employing another engineer to help him as clearly he is overworked.

I have had endless problems with my Baumatic appliances, - oven, hob, dishwasher, extractor fan and washing machine, not one of the has worked perfectly since I bought them and after this experience I will never buy Baumatic again.

I would really appreciate it if you could look into this as i feel a response time of this length is completely unacceptable. I think if you are unable to get your own engineer out to visit you should either pay him overtime and make him come back or alternatively send another company over to do the job or just send me a new washer dryer - i am probably owed one given the amount `i spend on extended guarantees and the amount this machine has broken down.

I look forward to hearing back from you.

We were looking for a 70cm gas cooker. There isn't much choice about for that size of cooker. We liked the look of the baumatic 70cm gas cooker, but couldn't find it anywhere in the ususal applicance stores to have a good look at one. The cooker wasn't cheap - 705 pounds, but was the size we wanted so we went ahead with it (we bought it via rangemaster.co.uk who have washed their hands of the following! so not impressed with them either). As soon as the cooker arrived we realised we had made a mistake - the materials used to make the cooker are very cheap, its not what you expect with a price tag like that. The control knobs on the front of the cooker get extremely hot when the oven is in use - you cannot touch them for more than just a second. Which makes it difficult, as to ignite the hob, you need to depress the knobs for a few seconds. I will not go into great deatil of saga that we are having with Baumatic and the service engineering company that they use. Suffice to say that the saga has gone on for months, six days of work for engineers to call, but they've only called twice. Still no further forward. My advice, if you are thinking of buying Baumatic is - DON'T.

Have been waiting over eight weeks for repairs on Baumatic 6200 Dishwasher. No one from the Distributor "Think" in Melbourne to the warranty repairer Techno in Southport Qld. will answer calls or emails. This is not the first breakdown or the first dealings with these people. There is no service whatsoever and I would advise anyone going to buy a product - not only Beaumatic - but that has any connection to this "Think" distributor to take another look around and find out who will be repairing the product if it breaks down. My Husband has told me to go an buy another dishwasher and he will dump this one. Best idea I have heard yet!

Bought a baumatic electric fan oven and every 14 months the heater element packs in. It need a service engineer to fit the new part. Sounds simple until you have to wait 2 months for the engineer to call. I rang services to check that the engineer was on his way only to receive a call from him at 3.45pm to say that he was not feeling well and that he has to go home and he would not be calling to fit the part that he had in his hands. I couldnt believe it so I rang services and they said that I would have to wait 2 weeks for a service engineer to call as he was not in my area! I cannot believe it! The part has still not been fitted! Every time the engineer comes out I have to keep paying him for the work and parts needed. I have therefore learned that I shall NEVER PURCHASE A BAUMATIC APPLIANCE AGAIN!

This is by far the worst fridge I have ever had in my life (and I had many). After only 1 year and a half, I manage to break the bottle rack, the fridge drawer and the freezer basket. Not that I am especially careless but the plastic seems to get cracky with the cold... Even the rails of the shelfs are damaged. I am now struggling to find spare parts over the web. Sent an Email to Baumatic support, they did not even replied. In addition, the door does not close well which results in regular icing accumulating on the back wall of the fridge. The light switch is so hard that it pushes the door open. The light stays on once the fridge is closed and I found my sausages hot after having left them overnight. Fortunately I did not get diarrhea... DO NOT BUY IT!