Groupe SEB Deutschland GmbH Review

Short call for defective grill plates on Optigrill from Tefal. All friendly. Package with new plates is there 4 days later - no cost to us and good service. TOP!

Very bad service, there is no response to inquiries here. In the future I will try to stop buying the company's brands and advise against them.

Had a defective thermostat on a Tefal grill, which we also use very often. This was sent to us by the competent employee very quickly and easily on a goodwill basis. Even though we indicated that our grill was already a few years old. Cheers to customer service. Thank you very much.

I complained about pans from the raclette machine to SEB customer service on October 5, 2020. Despite regular inquiries, I have not received any replacement pans until today (March 19, 2021).

I wanted to order a spare part for my Rowenta vacuum cleaner, of course the original on the Rowenta website. The imprint leads to this company, which probably only does sales. Various payment options are advertised on the site, but if you want to pay you cannot select them. So the star is not worth it, how can you suggest customer friendliness these days. And then only offer credit card payments, that is an unbelievable prank.
Customer desert Germany, really sad

This group is hard to beat in audacity. I need a simple spare part for a contact grill, a removable grill plate that would cost 15 euros in the company's own spare parts shop. Absolutely no problem, but they only accept credit cards in their shop. In all other online shops with normal payment methods, the plate will of course cost 30 euros or more. I would rather buy a new grill from another brand.

We bought a pan from Tefal in the discounter. This broke quickly and we contacted customer service. Proof of purchase was emailed. The replacement pan was delivered incorrectly. Everything is returned. There seems to be at least 6 process numbers for the process, so there is no useful IT system with which customer service could be operated sensibly. The contact persons in service are also more dismissive and nasty than helpful and interested in the customer. An example of how it shouldn't be done.

Before Christmas, bought a TEFAL steam ironing station GV8963 as NEW goods. Device strewn with glue residues, quirks and scratches. We already had several TEFAL steam ironing stations, but we have never had such a device with such miserable workmanship. Written inquiries to TEFAL customer service remained unanswered, over the phone very unfriendly and dismissive. That's it then TEFAL ...

Doesn't work at all ...

Let's go straight into the house: Stay away from TEFAL products!
The reason for this is the purchase of several pans, covers and handles from products from the INGENIO series from TEFAL. The delivery took place in several partial shipments and first came a package with a handle and a glass lid. The delivery was outwardly intact. The handle that was delivered was scratched and the supposedly very stable packaging was broken. According to my amateur assessment, this did not happen on the transport. The handle was returned and the replacement was sent by return of post. This time the same scratched handle was in impeccable packaging. Of course, the thought immediately pops up: "Do they want me ...?"
In order to get rid of frustration and anger, the call was then made to the central TEFAL customer service hotline in Frankfurt. This is the phone number that is listed on Amazon with the TEFAL logo as the only service number. After the usual cumbersome computer protocol and pressing the corresponding numbers and corresponding waiting time, a lady answered who was friendly and obviously understood. Of course she is not competent. She promises to continue to connect and then the conversation breaks off. You are simply thrown off the line. Multiple attempts to get in contact with the lady ultimately lead to another employee saying that the lady has contacted the central customer service of TEFAL in Solingen and that you get a callback from there.
In the meantime, all of this became too annoying and the handle was sent back to the executing company in Poland via Amazon in the original packaging. A phone call there, which would have involved some research, was considered pointless by me, because my Polish is somewhat rusty.
Today the customer service was called back in the person of Ms. G. It takes a maximum of 5 seconds to explain why I am calling there at all and that TEFAL has nothing to do with it, but (the author is a lawyer) should but it should be clear to a law firm that the contractual partner is responsible for this (Amazon or the more or less unknown company in Poland!). The objection that it would probably not be in the interests of TEFAL as a manufacturer if a customer chooses such an approach went unheard, as did indications that, according to the product manufacturer, it was a "central customer service number" that was used in the context of the order was expressly stated on Amazon and you should report there, led to nothing. I never came to the remark that the ad, based on which I ordered from Amazon, also had an express link to the TEFAL store. The lady was extremely boorish in behavior and absolutely irrelevant in the statement, so that the conversation had to be broken off after a few seconds. Nobody needs such a service . I advise against buying. However, I am curious whether the handle will reach me in an unscratched form.

Where is the call recording when you need it?

Contacting the management in Frankfurt failed because an email address was missing and the fax number given could not be reached. Where is the management when you need them?

I asked for my cook4me multi-cooker via email for a current recipe book. An automatic confirmation of receipt came, then this company fell silent. Additional demand was also ignored. I have never experienced such behavior! I can only advise you to stay away from Krups or the SEB group!

Had only one device from you and that is the sandwich toaster. The part is awesome !!!

Good day everybody I can tell you your makes the products whole appliances is very good with rowenta the appliances & irons keep it up!

After several weeks, customer service got in touch. I received a new stainless steel pan from Jamie Oliver. The rivets are no longer coated so the coating could last longer now.

Application process an absolute disaster!
After I withdraw my application and have my data for deletion confirmed, you are treated swiftly on the phone.
I will definitely not work for such an association.

Iron FV4920 from 2018 hardly heats up and slightly leaks.

There is no guarantee for this device. To mislead the manufacturer on his website, we have to clearly differentiate between the statutory warranty and a voluntary guarantee. On the hotline, we recommend an installer in the vicinity, who then bills according to the effort involved, so much on the subject of guarantee on the Tefal side, the next iron is certainly not from Tefal in our household

On the Jamie Oliver Stainless Steel pan, the non-stick coating on the rivets of the handle comes off. This renders the pan unusable. I don't get any response to my emails to customer service. Bad quality, bad service. Stay away from Jamie Oliver pans from Tefal.

The employee on the phone had absolutely no technical idea. If the message is only given, the device should be sent in for repair. Classic German customer service from the 70s, including sloppy answers. Better to look for an alternative.

Super customer service!
Espresso machine dolce Gusto was defective at the limit of the guarantee period: pleasant, quick and nice handling of the case, replacement of the defective pump & repair as a grant case. Gladly again SEB Group ...

Horrible customer service!
Maybe luckily, because that way I definitely won't become a customer.

I asked for information on various pot product lines by email, as the homepage is also a laughing stock and doesn't reveal any product details.

No reaction for weeks, not even to a new email.
So called me. Instead of answering my questions on the phone, which the incompetent service was unable to do, "data sheets" were sent to me by email.
And what can I say - also there no data such as soil strength etc.

So I asked again by email - and surprise - no answer.

I'm looking forward to the decline - if I look at the reviews here, it's probably not an isolated case ...

A wheel had broken off our Rowenta vacuum cleaner. A call to customer service was enough. It was a very friendly lady on the hotline. I passed the model number of the vacuum cleaner and the next day, a new wheel for the vacuum cleaner came by post. Here we were helped great, we did not even have to pay shipping costs, but we have 5 stars - thumbs up!

Spare parts delivery for a Krups coffee machine is indicated in the online shop as deliverable within 4 days, after 12 days the amount is collected, but no spare part has been delivered. Inquiries about the order status and availability via the contact form at customer service: On the third day there was still no reaction. Unfortunately underground to this point.

Addendum to Si He Comment: if you have had such a good experience with Tefal, you will kindly inform the disappointed Tefal customers on the customer service info page who would be happy.
Actually, a star is still far too much when I think about how it feels to work frivolously here. We only have problems with a coffee machine from the Krups SEB Group and the customer service does only one thing to conjure up a new, flimsy explanation which excludes the guarantee exclusion in the event of repeated malfunctions of the machine. A decision has already been made for my wife and me, never again a product that was bought by SEB Group, and these former brand names are numerous. Unfortunately, the employees are punished for poorly managed company management.

Only bad experience. Coffee machine (like previous reviewer) sent in 2 days late - no warranty repairs. No more Krup electrical devices are the solution for us. Other competitors are much more accommodating.

Top products. Whether it's an espresso machine from Krups, a steam ironing station from Tefal or a vacuum cleaner from Rowenta, everything is top quality. The customer service is also very helpful. We had sent in our vacuum robot and after less than 10 days we had it back repaired with new software and in perfect condition. Big compliments at this point.

A great company with equally great products. I currently have the ActiFry 2in1 XL and the Krups EA895N fully automatic coffee machine in use. I have to say I'm more than satisfied. I can't say anything about customer service because the products run perfectly. I've had both for about 6 months.
I have also had the Optigrill from Tefal at home for several years and it is still stable and does its job. I also have an iron from Tefal. What I am asking myself: how does Groupe SEB manage to offer so many different products and to be so good at them all? In any case, a thank you at this point.

We had a problem with our Tefal stainless steel pan (Jamie Oliver model) and turned to the customer service of Groupe SEB Deutschland GmbH. Here we were friendly, professional and what I had liked very much especially very quickly helped.

The whole process was really flawless and I would like to thank you for this.

Thank you for the great service - I was well helped!

Doesn't make sense to buy branded products if the service isn't right. Rust on the pan is succinctly dismissed with the wrong care. The next pan is obtained from the discounter. Not only is the price right, but above all the service.

low-quality pans are sold under a large label. So far so good.
But if things then lose their coating (after 11 months), the company sinks underground. No emails are answered - no reactions.
I don't buy there anymore

Total brand destroyer. Items bought online in the Krups web shop come on time, but have you ever tried to return them as a return? Hotline: not manned. Contact via website: impossible, no email address can be reached or found. Mail addresses under which the programs were offered to me turn out to be noreply. Finding something out via FAQ means being caught in a web loop. In the terms and conditions then the note to contact a phone number, how to proceed ... see above. Very bad and just bad.

Expensive pans with poor coating. Supposedly with a 10 year guarantee. Sent in, no response for almost 2 months. Customer service does not find the concern, should call the dealer to whom the complaints are forwarded. This cannot be reached. Catastrophe! Stay away from Tefal pans or woks. I will never buy this grotty quality again.