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
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Review summary
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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
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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
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This company invites their customers to review, whether positive or negative
Replied to 97% of negative reviews
Typically replies within 48 hours
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Very polite and problem established and…
Very polite and problem established and resolved quickly.
29 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
Quick appointment time, fixed quickly.
Our washing machine broke on our return from a two week holiday - worst time to break down! We got an appointment within two days and the issue fixed with replacement parts. Engineer was on time, efficient and reliable with great communication. Washing machine is fixed and I’m happy.
26 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 service provided on the day
Excellent service provided on the day
28 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 service
Excellent service. Very prompt. Good communication. Sorted the fault quickly. Thank you
29 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 engineer found the fault quickly…
The engineer found the fault quickly and fixed my machine
29 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
I said their service was appalling now…
I said their service was appalling now they help prove it is. I got a reply to my review asking for my details so that my ‘concerns’ could be dealt with, guess who was to review my complaint? The escalation team, the very people o complained about. What did they find ? They are in the right I’m in the wrong because I used their AI system and apparently their engineers often go out on a call with no parts, do nothing but they can keep half your money when they find out they can’t obtain the parts. I said their service was appalling, actually to call it service is a real stretch. Go elsewhere.
29 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
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
Quick fix and good service this time.
Quick fix and good service this time.
The engineers are very good, shame about the administration. The first time a huge fridge door was delivered in advance of a hob repair!
29 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 4* 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 helpful engineer who sorted out…
Very helpful engineer who sorted out all the problems
29 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
Doug3187
Doug3187 - was kind, friendly and helpful! He explained the situation with the appliance and what he had done to rectify it.
29 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
Jakob did a great job
Jakob did a great job. Very knowledgable and effecient. However, extremely frustrating when you can't talk to a real person. Automated answer machines do not have all the options and real life is not as regimented as a computer.
28 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 4* 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
Cooker repair
Rhydian completed a repair to my cooker.
Very professional nice guy.
Very happy with the service.
29 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
Nathan arrived with the timeframe given, and was polite and courteous. He completed the work efficiently and so far, everything is working again - thank you!
29 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
Horrible experience , very unprofessional company
Horrible experience , very unprofessional company who visited my home twice with second hand parts or broken ones . I had to re-schedule it 3 times because engineers don't carry the right ones to repair my cooker. Its unacceptable . My home address is GU12 in Aldershot. I suggest an instant solution or negatives reviews will start popping up everywhere . We paid for the additional warranty , for what exactly ?
28 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
Arrived as expected
Arrived as expected, I had a text message to let me know he was on his way. He was respectful and communicated clearly. He explained clearly what was happening and what I could do..
29 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
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
Warranty repair
Engineer arrived on time, no issues, dealt with freezer quickly and efficiently
29 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
Lennox is a diligent and polite…
Lennox is a diligent and polite operative. It was frustrating that it took three visits before the appropriate parts were supplied and fitted. 20 days without a working dishwasher. Pacifica needs better systems to support diligent operatives like Lennox, it is a systemic issue that the company needs to address.
28 July 2026
Unprompted review
Reply from Pacifica
Hello
Thank you for your 4* 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
Brilliant service
Stefan 4277 was great! Easily to book an appointment online with a flat rate including parts. Fixed the problem with our dryer very quickly and was hugely accommodating with our difficult parking situation in city-centre flats. Would certainly recommend the service and would hope to get Stefan’s help again if needed!
28 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
Today’s experience has been great from…
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 surface has been damaged however I unable to prove . Steve was they only person who got me to sign for the work unlike Eric who was appalling
The back office staff were very poor and I had to hang up my call to their customer complaints department due to excessive noise
Thanks steve on your first visit for finally sorting the issue but the rest of my experience has been shambolic
28 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
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