Name: NAC Domestic Appliances Ltd
Address: 4 Calder Close, Calder Park, Wakefield, Wakefield
Rating: 4.83

“Repair not completed”

Hi, We are very sad to see your comments - These comments do not reflect the level of service that we strive to give our customers that is reflected in our "Excellent" overall Review Score. We will look in to your review content internally and contact you if we need to discuss anything further. Kind Regards, NAC Customer Service Team.

“Washing machine fault- torn door seal. Engineer was fantastic, cannot fault them at all. Website is incredibly misleading. Despite NAC advertising “Same and Next Day Repairs” and that “torn door seals” are a common fault they had none in stock so we had to wait the best part of a week for repair. In addition despite advertising “best rate on parts” they were over 75% more expensive than sourcing a very common part from the likes of eSpares.co.uk or PartsCentre.co.uk. I can only assume NAC have a very large mark up on price for such a big difference in premium. Please note you also have to pay for the shipping of that part to NAC. NAC will NOT repair your appliances unless any parts needed are purchased through them at inflated prices.”

Helpful Report

Hi, We're very sad to see your comments - These comments do not reflect the level of service that we strive to give our customers. We appreciate that on the odd occasion, customers like to compare prices of spare parts online. The problem here is that there are too many variants that are not considered and usually draw people to order either completely wrong, incompatible or faulty / used parts - We’ve seen this many times over the years. Comparing spare part prices from a service provider to prices of an online store will usually always be higher. A comparison can be made with a repair to a car - If you take your car to a garage for a new battery, the price you pay for the battery will likely be more than what you would pay at a random independent online store for the battery alone as the garage are providing the service (fitting and warranties) also. Unfortunately, what searching customers don’t realise, is that online retailers (including manufacturers websites) can sell parts at cheaper prices online as they are an online retailer and simply putting a part in a box and sending it, not providing you a service, nor a repair warranty. Our callout and labour rates in most instances, are less than half of manufacturers prices, which gets overlooked in these occasional situations. When we compare the total overall cost of a repair if you were to employ the services of the manufacturer for the service, we’re usually always the less expensive option when you look at the total bill, even if our part was more than their online store. We actively monitor spare part prices and we’re constantly focussed on keeping our callout and labour fees low so we’re always happy to see our many thousands of happy customers appreciate the overall quality of our service. Kind Regards, NAC Customer Service Team.

“Absolutely no follow up and terrible after care service . You’ve taken £108 for 10mins work and nobody following up on what needs to be done to fix my fridge freezer. There’s no quote on work needed despitre bieng told “we shall get back to you”. Ive chased twice and still nobody has called and its been over a week and a half. Im still without a fridge freezer!!!!!!!! You get tired of the people on the phone saying they will get back to you and dont!”

Helpful Report

Hi, We are very sad to see your comments - These comments do not reflect the level of service that we strive to give our customers that is reflected in our "Excellent" overall Score. We appreciate, that while carrying out many thousands of repairs every month throughout the UK, sometimes, things will go wrong during the repair process or a very small percentage of our customers may not be happy with a repair visit outcome. We will look in to your review content internally and contact you if we need to discuss anything further. Kind Regards, NAC Customer Service Team.

“'Your' engineer could not attend within 24 hours came on Friday, identified issue with oven, repair date set for Friday 29th, he didn't show up, i contacted number on his card, eventually i was told he had broken down, and would not be keeping his appt. I was asked to reschedule for Tuesday, I asked for him to come the next day Saturday, as website states if unable to repair on day would do following day. Female said no, I asked her to get the engineer to call me as he had done originally. He didn't I was referred to as rude, but surely the engineer was the epitomy of rudeness, failing to turn up or even notify his customer. Having taken £140 cash from me for parts, given no 10% discount as pensioners and failing to keep his appointment or even ringing me personally as I requested. Ignoring my telephone calls, failing to call back. Leaving me without a working oven for two weeks, while having taken money for parts, failing to keep appt. to fit parts or even let me know he wasn't coming until I ring his contact number. Of course I am totally dissatisfied with the service and out of pocket to add to the insult. Customer Service pitiable. Still waiting to find out if I will get any bang for my buck. Such as the repair I was promised by all parties. I will of course inform you eventually of what he said about using your service to start with.”

Helpful Report

Hi, We are very sad to see your comments - These comments do not reflect the level of service that we strive to give our customers that is reflected in our "Excellent" overall Score. We appreciate, that while carrying out many thousands of repairs every month throughout the UK, sometimes, things will go wrong during the repair process or a very small percentage of our customers may not be happy with a repair visit outcome. We will look in to your review content internally and contact you if we need to discuss anything further. Kind Regards, NAC Customer Service Team.

“We paid to have NAC repairs come out twice to fix our washing machine as our clothes were coming out cold. The engineer said it was because we were over filling it. Then we got them back when the motor had failed and the same engineer came and said that the motor was no longer being made. However, we took it to a 3rd party after this who was easily able to retrieve the new motor, and also informed us that our heating element had packed up, asking us “do your clothes not come out cold?” After reading the many other reviews of people having the same issue. I’ve emailed customer service 3 times over 3 months and been fobbed off with a “we will get the engineer to get in touch”. Also: it's incredibly difficult to post a bad review if you had a bad experience, lots of positive reviews pop up so they are one of “those” companies… It has also been very difficult to post this review up on their new "Review.IO" platform, as they have tried repeatedly to take the review down.”

Helpful Report

Hi, We are very sad to see your comments - These comments do not reflect the level of service that we strive to give our customers that is reflected in our "Excellent" overall Score. We appreciate, that while carrying out many thousands of repairs every month throughout the UK, sometimes, things will go wrong during the repair process or a very small percentage of our customers may not be happy with a repair visit outcome. We will look in to your review content internally and contact you if we need to discuss anything further. Kind Regards, NAC Customer Service Team.

“Service from start to finish was horrific. Engineer first attended in mid-August initially due to an issue with smell coming from the drains of our dishwasher - the machine was in working order at this time other than that. Advised that a part would be needed and that it would need to be disconnected due to a faulty earth cable. Returned two weeks later with the wrong part. Contact centre then told me it would be a 6-week delivery timescale for the correct part. Asked for this to be expedited which was bluntly ignored. In the end, the engineer returned 17 weeks after the first visit to fix the issue. Had many discussions on the phone and on e-mail with the contact centre to which the only response I ever got was 'we can only apologise'. There was no attempt to offer compensation of any sort nor was there any effort to expedite the part. When asked - on several occasions - to speak to someone more senior, to escalate my complaint or to even provide a complaint reference (a legal requirement), they refused or simply did not respond. Due to the lack of sufficient response - or occasionally lack of response altogether - I attempted to reach out directly to the company MD. Unsurprisingly this was met with no response. The only positive was the engineer seemed to be friendly and professional. I would not recommend using this company to anyone and will be looking to report them to trading standards.”

Helpful Report

Hi, We are very sad to see your comments - These comments do not reflect the level of service that we strive to give our customers that is reflected in our "Excellent" overall Score. We appreciate, that while carrying out many thousands of repairs every month throughout the UK, sometimes, things will go wrong during the repair process or a very small percentage of our customers may not be happy with a repair visit outcome. We will look in to your review content internally and contact you if we need to discuss anything further. Kind Regards, NAC Customer Service Team.

“Disappointing. Beware, false promise of repairing your appliance We paid for NAC to do an assessment of our washing machine, for which they charged £96 for the call-out visit, with the agreement they will find the fault and repair the machine, on the understanding we would only need to cover the cost of the part/parts required to repair it. The engineer attended our home quickly, and advised it was a simple drum assembly. This would be a straightforward procedure and not overly costly. Initially, after the engineer's visit, NAC sent an email to try to persuade us that the repair would be 'very costly' due to the cost of the parts, and it wasn't guaranteed it would be fixed - due to the nature of the repair, the engineer might find 'further issues,' and so the repair would be excluded from the repair guarantee. The company therefore recommended that the machine be replaced, as it was 'beyond economical repair.' We challenged this response and asked for a quote for the repair. The engineer returned to our property to look at the machine again, however, and advised drum assembly would be perfectly feasible, and has been done many times before. NAC emailed shortly after this second visit to advise it would take 3-4 weeks to receive the parts, and that the cost of said items and shipping would still cost us in excess of £300. My partner had checked the cost of spare parts required online and found the price the company quoted had been inflated three times the online price. The total cost of the repair was almost double buying the machine new.”

Helpful Report

Hi, We are very sad to see your comments - These comments do not reflect the level of service that we strive to give our customers that is reflected in our "Excellent" overall Score. We appreciate, that while carrying out many thousands of repairs every month throughout the UK, sometimes, things will go wrong during the repair process or a very small percentage of our customers may not be happy with a repair visit outcome. We will look in to your review content internally and contact you if we need to discuss anything further. Kind Regards, NAC Customer Service Team.

“AVOID * AVOID * AVOID 4 days before I was due to sell my house in April this year I called these people out to attend a 13 year old dishwasher which had packed in. What ensued since then has been a complete fiasco. The engineer came, made his assessment and told me the appliance could be fixed for £476, £90 callout fee + parts. Paid up front and had to wait 2 weeks for them to order parts (don’t keep them in stock) and when a new engineer came to fit them, the appliance still didn’t work. Engineer 2 told me the fault had been mis-diagnosed and told me the fault was elsewhere. They tried to charge me another £3-400 for that, then thought better. Engineer came back to fit new parts, 2 weeks later, and the appliance still didn’t work, another mis-diagnosis. I was then told the PC board was the culprit but because Miele had discontinued the original part and as NAC are not approved repairers of any of the Brands whose logos they use to promote their business (and Miele won’t talk to or advise rogue repairers like NAC), I was asked to source the replacement part and NAC would fit it. With 2 mis-diagnoses and an appliance which still didn’t work after around 6 weeks of waiting I had no confidence in NAC’s ability to successfully make the repair so I replaced the appliance with a new one. In attempting to get my money refunded I met with resistance, misinformatio and a complete lack of communication and respect for the customer. It took many emails and phone calls to finally speak to Adrian Welke, the owner of this “fine” Family run business whose only excuse was effectively, “our engineers don’t have a crystal ball”! He also told me (before I knew I was talking to the owner) that he was “not in a position of authority to approve a refund” and could I re-submit my claim. I did so and despite several follow ups on my part, have heard nothing since June this year., I have tried to get NAC to tell me to what level of professional competence their engineers are trained….nothing! I even had to write directly to Review.IO to get them to send me a review invite, something NAC refused to do. I have informed Miele of my experience and the claims NAC make about their ability to repair their appliances…..NAC Repair are NOT accredited repairers of any of the Brands whose copywrite protected logos they use to promote their business and I am in the process of advising all those manufacturers of the practice. Meanwhile, having paid almost £900 to fix the problem with a 13 year old dishwasher, NAC still refuse to accept any responsibility. BEWARE!!!!!!!”

Helpful Report

Hi, We are very sad to see your comments - These comments do not reflect the level of service that we strive to give our customers that is reflected in our "Excellent" overall Score. We appreciate, that while carrying out many thousands of repairs every month throughout the UK, sometimes, things will go wrong during the repair process or a very small percentage of our customers may not be happy with a repair visit outcome. We will look in to your review content internally and contact you if we need to discuss anything further. Kind Regards, NAC Customer Service Team.

“1 Star rating as no option to leave 0 stars! Not great at all I'm afraid. Flatter to deceive would the best expression. Quick to respond and book a visit and low visit costs. However after that our experience was just dreadful. Engineer James Keith was in and out quickly diagnosing that the appliance (washing machine) needed a new hose pump. Fine, paid for visit and new part and then waited a week. He came back to fit part and whilst fitting it noticed there was a hole in the drum and tub assembly, and that would need changing. NAC then contacted me to say that the machine was now uneconomical to repair, basically condemning it. No report, no job sheet, no formal diagnosis with photos, just £145 spent and effectively wasted and a new washing machine purchased. I contacted NAC to ask for a refund for the second visit and the part unnecessarily fitted and they declined repeatedly. They claimed that the engineer could not have determined the hole in the drum and tub at the first visit as could not run a cycle but that is false as he determined the hold in the drum and tub whilst fitting the part so if he had taken the part out at the first visit and inspected the whole machine he would have determined the machine was uneconomical to repair at that point negating the need for a part or 2nd visit. I run an engineer company in albeit a different field and our engineers have confirmed this. They fix their own washing machines you see. I asked to speak to a manager and was declined on numerous occasions and had to chase for photos and reports and after 2-3 weeks finally received an overview on an invoice and the photos. No call from a manager and no refund for the second visit and part. It is only £70 odd so not the money, it is the principle of poor diagnosis and wasted time and money when a new appliance just needed to be purchased. So wasting time and money which could have been invested in a new appliance. So that's bad, but this is where it gets really bad, with NAC showing really sharp practices. The review site they use to collect reviews is review.io. They are required to send a review request to all customers who use them. I asked for this to leave this review and they refused on multiple occasions. I finally had to go to reviews.io to force them to send the review link. Therefore they are showing a bias deliberately towards customers they know will give them a good review. THEREFORE DO NOT TRUST THEIR REVIEWS AT ALL!! A manager from NAC still has not responded to me on this and also the reviews.io experience with them has meant that not only would I never use them again, I would urge no one to use them again as they are clearly not trustworthy! Everyone gets bad reviews, include my own business as you cannot get it right all of the time, but this is deliberately deceptive and very sharp practices, not to mention dreadful customer service!! AVOID AVOID AVOID!!”

Helpful Report

Hi, We are very sad to see your comments - These comments do not reflect the level of service that we strive to give our customers that is reflected in our "Excellent" overall Score. We appreciate, that while carrying out many thousands of repairs every month throughout the UK, sometimes, things will go wrong during the repair process or a very small percentage of our customers may not be happy with a repair visit outcome. We will look in to your review content internally and contact you if we need to discuss anything further. Kind Regards, NAC Customer Service Team.

“Total waste of time, no repair, not even a diagnosis. £78 to tell me its broke, they are not refrigeration engineers. Could understand if it needed a part but could not tell me what was wrong with it, said maybe gas but he doesn't do that.”

Helpful Report

Hi, We are very sad to see your comments - These comments do not reflect the level of service that we strive to give our customers that is reflected in our "Excellent" overall Score. We appreciate, that while carrying out many thousands of repairs every month throughout the UK, sometimes, things will go wrong during the repair process or a very small percentage of our customers may not be happy with a repair visit outcome. We will look in to your review content internally and contact you if we need to discuss anything further. Kind Regards, NAC Customer Service Team.

“Do NOT use this company. They are simply a booking agency for freelance repairman. When things go wrong they won't assist. We had a problem with our dishwasher. The repairman they sent spent two minutes, jiggled a pipe and said it was fixed if he would return at no charge if the problem resurfaced. We paid £65. The problem was not fixed. After repeated calls to him and NAC he returned for a five minute visit, said we needed a part and we never heard from him again. We paid for another repairman from another company, he opened the kitchen drain, found it was plugged and the problem is solved. NAC says the repairman is responsible for a refund. He won't give it to us. We feel scammed.”

Helpful Report

Hi, We are very sad to see your comments - These comments do not reflect the level of service that we strive to give our customers that is reflected in our "Excellent" overall Score. We appreciate, that while carrying out many thousands of repairs every month throughout the UK, sometimes, things will go wrong during the repair process or a very small percentage of our customers may not be happy with a repair visit outcome. We will look in to your review content internally and contact you if we need to discuss anything further. Kind Regards, NAC Customer Service Team.


Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	99%
Accurate And Undamaged Orders	Greater than 93%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

NAC Domestic Appliances Ltd Reviews