Mike D 4094 did our repair today. Solved the problem with our washer quickly, gave really good advice and was professional and friendly. Whole process of reporting the problem and getting updates on... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Engineer was on time and also let us know when he would be with us. Arrived and saw the problem and fixed it within an hour and explained what the problem was and how he had rectified it. It's a comm... See more
Company replied
Ryan Mullen 3835 was sent to replace the glass top on our induction hob that was smashed on receipt. Ryan arrived promptly and well within the 1hr estimate of his arrival time that was sent the nig... See more
Company replied
Today’s experience has been great from Steve. However it has taken 4 visits to sort a simple replacement of my ceramic hob . All other engineers did not bring any protective equipment and my work... See more
Company replied
Company details
Written by the company
We control and manage an expert workforce of over 300 directly-employed white goods engineers. Technical expertise gained over many years, combined with a highly effective engineer management structure, has helped us become one of the largest and most-trusted appliance engineer workforces in the UK. Overview - Working primarily with manufacturers, insurance companies and retailers, we are able to deliver a service and support solutions with UK-wide coverage that enhances and consolidates the brand reputations of our partners. Field-based and branded services - These services are trusted by some of the world’s leading manufacturers due to our attention to detail and thorough approach. These services include: • Specific training for each brand • Uniform and ID Cards • Continuous Improvement process through field audits • Professional training from our in-house City & Guilds Assured engineer training academy • Vehicle tracking and behaviour monitoring • Specialist route planning team • Extensive field management support • In-house software providing real-time updating • Disclosure and barring service DBS (CRB) checked • Manufacturer approved • Large UK based Customer Contact Centre • World wide supply chain ensuring availability of spares parts required for the job Training with our Repair Academy - The future of our industry is important to us and our clients. In 2015, we set up the Repair Academy to nurture and train young engineers. Our facilities include classrooms and a training kitchen/workshop which features a number of free-standing and integrated products. Green Credentials - Sustainability forms an integral part of our business strategy and increasing our efforts to reach net zero. The business has published its plan to become operationally net zero by 2030. https://pacifica.co.uk/sustainability
Contact info
Pacifica House, Rainton Business Park, DH4 5RA, Houghton-le-Sprong, United Kingdom
- 0800 030 6040
- karen.pallister@pacifica.co.uk
- www.pacifica.co.uk
4.6
Excellent
50K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Janetta was really interested in…
Janetta was really interested in solving my problem in a thorough way. I felt that she asked the right questions and I received an e mail from the engineer almost as soon as our phone call ended. Thank you.
30 July 2026
Unprompted review
Terrible!
Terrible I’ve never known anything like it I’ve had 5 repairs come Monday it’ll make it 6 fixing things and sending different people out all the time, I’ve genuinely had enough ringing them Monday and telling them to take this heap back fixed literally today 31/08 and guess what? It’s broke again ya couldn’t write it! I’ve had f15,f18 and now f08 twice now can someone ring me and get this sorted cause this is a joke now!
31 July 2026
Unprompted review
Reply from Pacifica
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 kelsey.scott@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
Finally …….
After 3 different visits, the engineer who called finally found the problem & looks like may have sorted the problem
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Harry was a very friendly engineer
Harry was a very friendly engineer, listened to my explanation of problem with dishwasher and explained and went through everything regarding the fault codes , he was very clean in his work and respected our home , thankyou Harry
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Dreadful
Requested an engineer (via manufacturer under their guarantee). Were given an appointment for a week hence which Pacifica then moved 3 days later and then 4 days - providing bogus sounding excuses about getting spare parts and lying to us that he already had the information in front of him when we tried to pass on some *new* information about our dishwasher fault.
Engineer (a nice chap as it happens) turned up when he said he would and changed a part and ran some tests and departed. We put on a load and discovered we were still getting the same leakage and error codes. OK, faults are sometimes difficult to diagnose first time, but...
we then tried to get the engineer back. A nightmare!
Pacifica don't respond to their chatline, don't answer the phone, and don't ring back when they say they will. We did manage to get someone on the phone in the end who, after cutting us off first time round, promised to try and contact the engineer but, to cut a very long story short, Pacifica don't seem to have any way of getting in touch with their engineers and we were directed in the end to get back in touch with the manufacturer and go round the whole loop again.
They are now coming again in another week's time.
(NB, I'm not sure why this is showing as "unprompted". I clicked through to here from a message that Pacifica sent me requesting a review.)
31 July 2026
Unprompted review
Reply from Pacifica
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 kelsey.scott@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
Denis was very good, thank you.
The 'company' has not done anything well. The question in the text was to rate the engineer and I have given him 5 stars because he did everything well from diagnosis to repair. My experience with the company otherwise has been nothing short of devastating.
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Luke was very professional
Luke was very professional, polite and helpful. Completed the work quickly and left the area clean and tidy.
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Ricki (3205) was just so helpful and…
Ricki (3205) was just so helpful and nice and did a great job.
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Engineer very good
Engineer very good, but sadly the first engineer wouldn’t stop because there was no free parking!
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Very friendly
Very friendly helpful guy if only there was more like him 👍
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Lovely friendly engineer
Lovely friendly engineer. Explained what he was doing, left everything tidy - would definitely use again.
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Washing Machine repair
Mike D 4094 did our repair today. Solved the problem with our washer quickly, gave really good advice and was professional and friendly.
Whole process of reporting the problem and getting updates on when an engineer would be visiting was so easy. Very happy with all aspects of the service.
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Mike D 4094 was very professional…
Mike D 4094 was very professional throughout the visit, he talked to me and advised what he was doing throughout the repair. He was on time and even though he did not have the part with him he stayed until he confirmed when the next visit would be.
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Mitch was very thorough and pleasant.
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
John was considerate and professional in his repair.
Polite, professional and considerate engineer.
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Absolutely terrible - trained engineers.....hmmmm
Absolutely terrible, sent my ps5 fpr repair because it get the ce-108255-1 error when playing various ps5 games.
They had my console a week, and theb saidnthere was nothing wrong with it. Which i know that there is am issuebwith the storage controller chip l/ APU which isnt repairable.
But their so called engineers tested my ps5 with a PS4 architextured game "god of war" claiming it is a graphic heavy game vut that isnt the issue i sent it in for. I explained amd tild them it errors every 15-20 minutes when games save or load data. The save files for ps5 games are large so this pushes the system to error. While ps4 games have small 10mb save files like god of war.
They sent back my console broken. Clearly didnt want to replace it. Or dont know how to do level 3 board work.
Now my solution is to contact the underwriters of my insurance policy. And complain about this shoddy repair company clearly not being trained correctly.
31 July 2026
Unprompted review
Reply from Pacifica
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 kelsey.scott@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
We had an issue with our integrated…
We had an issue with our integrated fridge freezer - the job was completed quickly and efficiently. Great work from and by the engineer Kyle 9261.
30 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Great service
Very knowledgable and advised us on how to stop it happening again. Great service, thank you.
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
Excellent online portal that records…
Excellent online portal that records issue and tracks engineers progress so you know when they’re coming. Great communication and engineers friendly and efficient.
31 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 5* Reply,
I would like to thank you for providing your honest feedback. We really appreciate you taking time to provide feedback regarding the service you have received from Pacifica
We hope you have a great day
The business does not seem to be able…
The business does not seem to be able to communicate effectively. No linked up processes when further parts are required to complete the job. This will be the 3rd week we will be without access to use the appliance from when the device failed.
31 July 2026
Unprompted review
Reply from Pacifica
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 kelsey.scott@pacifica.co.uk
We will look forward to your email and having this resolved for you.
Kind regards
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.