Pacifica - Houghton le Spring

Aneta W.

Avoid if possible! They are scammers, my brother has sent them a 600 pound coffee machine twice already, having bought a warranty from them.From December to today, March 10, 2025, the coffee machine has not been repaired,They called 3 times to ask what part I needed, and even though we told them what was broken, the machine still came back broken! This is what the coffee machine they sent after repair looks like 🤮

Chris S.

So far, we have had the most appauling time with Pacifica. When their call centre staff aren't trying to hang up on you, they are delighting in informing you they can't send engineers to attend to REMEDY THEIR OWN ERRORS until a week later.

Their engineers have now visited three times. During the first visit the engineer opened the machine door, put it on a cycle for two mins, declared the machine operable, and left. We tried to explain the machine stoped shortly after starting, but he said he didn't have time to wait.

The second visit, the engineer said the machine probably just needs replacing but said he would have to order spare parts anyway, and left.

Today (6 weeks after this all began), and engineers spent 40 mins fitting new parts to the machine, then left telling all was sorted. Upon running the machine as soon as he left, the machine tripped the fuse board, constantly. We unplugged it and rang the help desk to ask him to return immediately and fix the problem, but obviously that would mean a new appointment and further week's wait. Coming home from work today, a few hours after the call, the kitchen was also flooded. So in fixing the machine today, our engineer has caused two, serious, new failings.

To top it off, he's not put the machine together correctly, and he's damaged the machine.

Zero empathy, zero urgency, zero stars, if I could. This is about the worst situation you can find yourself in with a machine under warranty, and they seem to know it.

Mark H.

Awful, awful experience - still ongoing 5 weeks after the appliance fault. AVOID using if at all possible. Engineer re-fitted the dishwasher so badly it buckled the door which also wouldn't open properly. Now sits proud of the kitchen furniture which is NOT how he found it and several screws left hanging out. Came to fix the appliance after waiting 5 WEEKS, and after 4 cancelled appointments, and then no-one remotely interested in fixing the mess he's left behind.

No urgency, no respect. Customer service awful, and even LG are pretty useless themselves.

Stuart G.

Ashton Robbins, Engineer 4429, came on a revisit following a previous repair which in turn created a second, knock on fault.
We were his first call of the day and I must say Ashton came with new part in hand. He was in and out in a timely manner, job done. He was very knowledgeable, professional, friendly and courteous.

Gavin Fairbanks, Engineer number. 4392. Gavin also gave great service on the previous repair. He even messaged later in the day to check that our machine was performing well.

Prior to Gavin's visit, another engineer (Roy) arrived to asses our machine. He quickly found the fault, showed us the offending part and ordered a replacement.

A team effort- we got there in the end!

Deborah S.

Totally dissatisfied after first engineer has damaged the unit the washing machine fits in - kitchen was only fitted 6 months ago. We have rung 3 times each time being assured someone would be in touch - still waiting for a call. We will be logging a complaint and will be logging one with aeg who use them as subcontractors.

PHILIP W.

Dan Hurst was very thorough checking for leaks, testing for earth conductivity and being a very pleasant engineer. Informative when asked pertinent questions regarding if the washing machine was safe and okay to use.

Matthew O.

Gavin Fairbanks (4392) completed an excellent visit today, to realign the main over door on my new range cooker (noticed the defect on first use, that it was not aligned correct in manufacture). Gavin is clearly very experienced in his profession, demonstrated with how effectively and precisely he managed to rectify the issue. Gavin was professional and courteous throughout his visit and from the way he completed the repair, takes great pride in the service he delivers to his customers. I would have no hesitation in recommend him to anyone who needs their appliance repaired. 5* service.

Tracey T.

Dylan was friendly and professional. He explained the fault and showed how it would be fixed. He hoovered out the fluff inside the machine casing while he had it open. He cleaned up the fluff left on the floor. Excellent service.
The scheduling of appointments could do with some attention. I was informed at 3.45pm that an engineer would be coming the next day. I rang the number provided to schedule for a different day. They were unable to reschedule. The time slot was notified at 8.27pm giving less than 12 hours notice that the engineer could arrive as early as 8.22am. This meant it clashed with another worker coming to the house.
In summary, more notice is needed of when an engineer will be attending. The excellent standard of service from the engineer and his ability to work around the other worker meant it turned out ok.