Premier Range
Reviews and Complaints

At a time when apartment sized ranges weren’t available at local appliance dealers, we ordered one directly from Premier online. It took months to arrive, but we liked the looks of it and that it is made in the U.S. Installation was,easy and we figured we would be all set. The top burners are fine but we began having issues with the oven immediately. It didn’t seem to reach the desired temperature so we started to set to a higher temp to preheat it hoping it would work out of it. But then we found occasionally the oven shuts off completely and we would have to restart it. I called an authorized repair shop but since we ordered it they said to get in touch with Premier directly. I emailed the contact address and phoned a number but didn’t hear back. The state of Maine mandates a five-year warranty on appliances, but it is hard to take advantage if they don’t respond.

Reference order number:-#106571
Order value £402.96
I placed an order for a glass splash back for our new kitchen installation, on the 25th October
Due to it being "bespoke" the lead time was 21-28 days, as per the website.

Three parts turned up on 11/12/20, badly packaged but not damaged.
There were still parts 4 parts to be sent, which I found strange as they were dispatched at the same time.
Please note, this is 35 working days after my order was placed.
One part was delivered on 15th Dec, again badly packaged in a soaking wet box and remarkably undamaged as the box end was missing.
I am still waiting for two parts, which were sent out and apparently broken/ smashed tuffnells courier company.
The company had my money in their account on 25th October. I have a kitchen with no splash back.

It has now been 46 working days since I placed the order

I have been in contact with Premier Range re my faulty hob since December, When I first contacted them, they was amazing and got back to me within a few hours. I was very impressed. Since I have had numerous e mails & Telephone calls to them. Back in I was told a part was on order from France and would be fitted once received. I have since contacted again via e-mail & phone but nothing has been arranged for the hob to be repaired. They have asked me to send the hob back, to which I have said no doe them leaving me without a hob. I have advised that I will be taking this further and they still haven't bothered to try and resolve

AVOID this company - Premier Range products are SHODDY and their service is truly AWFUL!

I ordered a cooker hood that the website said was in stock - it wasn’t, but they failed to tell me for several weeks. When they did call they offered to 'make one up from spares’. I was told on the phone that the engineer would test everything to ensure is was working.
Unit 1 was delivered - the chimney housing the motor and the base unit were INCOMPATIBLE!
We complained.
Unit 2 arrived in an undamaged box - upon opening, the unit was DENTED on one side.
We complained.
Unit 3 arrived in an undamaged box - upon opening, the unit was DENTED on TWO sides!
We complained again.
Unit 4 arrived - this time without the glass. It was not dented. We installed it, swapping the glass from Unit 2.
All this meant that the builder had to re-cut the ceiling hole and remount the chimney as the 4th unit was different to the first.
The lights on Unit 4 flickered on and off - there was a loose connection in one of the plugs. My builder is an electrician, he had to cut the plug out and wire in a different one.

I’ve:

Had to chase the company so many times to get info and update.

Been threatened by their team that ‘Since we’ve sent you 2 items that didn’t work we might as well cut our losses, refund you the money, and walk away - this order isn’t profitable to us any more’ (even though I’ve cut holes and mountings explicitly to fit your hood!).

Spent 2x £160 additionally and unnecessarily on labour with the builder.

Been ignored - not responded to on emails until I chase, then told 'I did send the email, it must have been lost in cyberspace' - (yeah, right, like that happens! That's in same credibility category as 'the dog ate my homework').

After much hassle and (eventual) exchange of email, the General Manager of Premier Range refused to offer any recompense, and added insult to injury with saying (quote): 'I am happy the team here' and then blamed us for the error: '...we didn't do anything wrong.
However by fitting it before fully testing, not adhering to clear instructions, it appears your fitter did.' (even though we'd been told the unit had been fully tested before sending - remember, that's the 2 parts of the unit that were completely incompatible!).

In short, don't trust Premier Range - much of what they've said/claimed during this episode has been untrue.