instantpot.co.uk

Positive update after initial poor customer service.

Update: Instant Brands UK have been in touch with me via telephone as there has been a mix up through communication channels across jurisdictions. I have provided more information, they have ascertained that there is a fault and have said that the unit will be replaced within 3-5 working days.Original Review:I purchased an Instant Vortex air fryer directly from Instant Pot UK expecting good quality and reliability. It developed a serious fault just two weeks after the 12-month warranty ended. Customer service were completely unhelpful and refused to assist, hiding behind the warranty even though the appliance clearly has not lasted a reasonable amount of time for a product of this price and reputation.What made matters worse was the awful customer service process — I wasted several hours going back and forth on their online chat, which appears to be mostly automated, and then having to follow up via email. I was repeatedly asked for the same information I had already provided and even asked to list the exact recipe I had been cooking when the fault occurred. None of this was relevant to the fact the unit had failed, and after all that effort they still just quoted warranty terms at me via email.To make it more frustrating, I’ve seen other customers here mention they received replacements just outside the warranty period, so clearly they apply their rules inconsistently.If I’d bought this from John Lewis I would have had a 2-year warranty included and wouldn’t be in this situation. Buying directly from the manufacturer turned out to be a mistake and they don’t seem to stand behind their own products or care about customer loyalty.Very disappointed and would urge anyone to think twice about purchasing directly from Instant Pot due to poor customer service compared to other retailers who sell similar products.

Date of experience: Aug 19, 2025