Coopers Home Appliances — Local services in Bath

We bought an expensive Smeg cooker and after a few months a warning light plus the fan came on spontaneously (usually at night) it was a lock system to do with pyrolytic oven cleaning & was loud, it woke us up. During the time it was on we couldn’t use the oven. We rang Coopers and they arranged for a Smeg Service Engineer to contact us. After 8 hours the lock and fan turned off so we cancelled the repair. Between March & September the lock came on twice more so we had two service call outs, both times the engineers replaced the circuit board. Three days after the second repair the oven lock came on again! I phoned Coopers & was told to ring Smeg direct. They offered another engineer call ….. at this point I questioned the point of that and said we were getting very frustrated as we couldn’t rely on this oven any more. So they offered to send an engineer to do a report. I then received an email saying there would no further action from them as no fault was detected. At this point our oven lock had come on x2 in the five days since the report! I phoned Coopers in desperation and Mandi answered the phone - she could hear the fan noise, asked me to explain absolutely everything that had been going on since March, asked me to video the fan noise and send to her asap, which I did. She made clear to me that she would pursue the matter immediately and that our situation was completely unacceptable. She also pointed out that as it seemed to be an electrical fault we should keep the mains switch off at night. 3 days later we got the report email from Smeg saying no fault and no further action. Shock! I updated Mandi immediately but she had already spoken to Smeg, who had not responded to her communication and the video. She made clear to Smeg that they needed to act immediately and put the situation right for us - Mandi was so responsive, concerned and proactive - she was the only person in this worrying and very stressful saga who listened properly and took our situation seriously- she was ‘a dog with a bone’ which was exactly what we needed, we were getting desperate about a £1300 cooker that wasn’t fit for purpose and could be a fire risk. She made clear to Smeg that they had to act immediately rather than us wait yet another week - the outcome was that 24 hours after SMEG’s no further action email, we received an email saying our cooker “was not fit for purpose, & would be replaced “ - they have also now offered us compensation. We have to date had the lock come on three more times since Smeg agreed to a new cooker, which can’t be delivered until end of November. Mandi was absolutely professional, thoughtful, kind, serious and very proactive - without her we would still be living with the nightmare of uncertainty and huge worry about such an expensive and faulty, unreliable cooker. Huge...

In the process of purchasing a house currently, and one thing that'd been a constant source of stress was the new kitchen appliances I'd need to sort out - an area completely unfamiliar to me.

I was therefore delighted that Roland, one of the members of the store, was about as helpful as he could have possibly been. Recommendations across multiple brands custom to my needs, fit perfectly within my budget, and provided optional extras to improve the space.

I cannot stress just how much this put me at ease. I am now completely stress-free with regards to this element of the house purchase, and it excites me knowing I'm one step closer to cleaning it all up.

Having worked in sales for two years with similarly priced high-end products, Roland is the epitome of a valuable member of the team and I hope he is recognised as such by his peers.

Although I myself will be leaving Bath in the next few months, multiple friends of mine are also in the process of buying houses and I will be eagerly recommending this store to them thanks to...

Buying a new washing machine can be a nightmare; the eye-watering number of brands, specifications and prices... I had researched the internet, then visited one of those large stores that carries pretty well everything (and is invariably offering 'wonderful sales'). But then I visited a small, straight-talking, friendly store in my home city of Bath: Coopers Home Appliances. Mandi looked after my wife and I as, very politely, she challenged our rationale for leaning towards a particular product. Not pushy, just common sense and 'personal', that delightful opportunity to talk to someone who knows a great deal about this market, what matters and what doesn't, what the different machines offer and what we can expect from the brand's after-sales service. The price we had to pay was 'right' but, way more important, we bought from someone who gives a damn, and have been delighted using our new machine for about a dozen washes since purchase. ...