Top Freeze Ltd Reviews 

Victor was so so great. Explained everything so well and I really trusted him! Lovely guy. Will use again!

Victor was great - arrived within the allocated time slot and worked quickly and neatly to repair my oven! He was very thorough and validated the initial assent lf the error.

Top Freeze on the whole were very good - easy to book in, single call out charge covers all visits (obviously parts costed on top). Had to chase a few times for an update on an ordered part but once it had arrived I was booked in for repair quickly.

Recommended!

Very Poor Service – Extremely Disappointed

Very disappointed with Top Freeze and the repair service. Our Beko washing machine has been out of order for almost one month, despite us paying £26 per month for appliance insurance, including parts and labour.

The engineer initially did not properly inspect the machine and arrived without the required part. We were then promised a return visit, but the appointment was changed three times.

On one occasion, I waited at home from 7am until 7pm, only to receive a call at around 7pm saying the engineer could not attend.

We have two small children, and being without a washing machine for almost a month has caused significant inconvenience. Customer service has also been extremely frustrating, with long waiting times and calls being disconnected.

This level of service is completely unacceptable. After paying for insurance and waiting nearly a month, we are still without a working washing machine.

I would not recommend this service based on my experience.

If you have any appliance made by Smeg, do not touch this company with a barge pole. They claim to be experts, but they are nothing of the sort. They are cowboys plain and simple and are not registered with or trained by Smeg. Between 3rd February 2026 and 18 June 2026, They did so much damage to my Smeg range that they left my appliance in a worse state that it had been when I called them in. Four of their employees visited my house at different times, but it was the first two that I believe did the most damage. The only thing wrong with my small oven was that it needed a new top element as the grill wasn't working and the oven was slow to get to temperature with only the bottom element working. I had to pay £114 for them to walk in the door plus £158.45 for the new element. When the first two "cowboys" attempted to remove the old element they could not get it out so they tried to cut it out! This was not a good sign. Two hours later On failing to cut it out they finally decided to pull out the range to discover that it was attached at the back. After this the grill finally worked and the oven got hot quickly but after they left I realised that the thermostat had been broken in the process so my oven was still unusable. The thermostat had not been broken when I called them in, but the company denied liability for breaking the thermostat so I then had to pay £195 for a new thermostat. However in spite of their next visit to install the new thermostat the oven was still unusable as the thermostat still did not work. Top Freeze then claimed they had ordered the wrong thermostat and another visit ensued to install a different thermostat! But the next thermostat they claim they installed still did not work. By the way I had no proof that they did indeed ever install any new thermostat as I did not see them put it in. In addition the neon lights on both my large oven and my small oven had also stopped working at this point. All in all after 7 visits in total my oven still wasn't working, the lights were broken and at this point I decided to give up with Top Freeze and call in another company.
I found Fixit Domestics Ltd, who are proper registered Smeg engineers. When the engineer from Fixit Domestics arrived on 24 June 2026, the difference was apparent straight away as he was so professional and quick and identified the problems straight away. He found that the thermostat for the small oven was broken and the stat plate had been cut into and was badly damaged. Also the neon lights for both ovens were broken and had been taped back on with green tape. The engineer took photos of the damage and I have them to prove it. He was even able to install a new thermostat in that visit as he had one in his van. At his second visit on 22 July he replaced the neon lights that had been broken.
It is my conclusion that the so called engineers from Top Freeze not only broke my thermostat during their first visit, but also lied about installing a new one even though I had paid for the new part. In total I paid Top Freeze £467.45 for the damage they did to my Smeg range, plus it cost me £618 for Fixit Domestics to put this damage right and get my oven working again, in a fashion as Top freeze had lost an important part for the neon light on the small oven.

A dishwasher repair was needed. As we worked successfully with Top Freeze Ltd on previous occasions, we requested their services again.
Mehraj was a pleasure to work with. Detailed in his approach. Completed the work and gave valuable advise for maintenance. Friendly and polite. Thank you.
One star taken off as the communication lacked a bit. Also the scheduling wasn't as smooth as it could be. The spare part needed a long time to procure. Not the fault of Top Freeze Ltd, but communication proved a bit cumbersome this time.
We do recommend the company and are looking forward to working with Top Freeze Ltd in the future.

This company really does not know what it is doing, does not fix the problem straight away, order incorrect parts, then change the status of the problems. Would have been easier and cheaper to have bought a new oven.

Awful experience with a company full of incompetent individuals. From the 'engineers' not showing up to appointments, bringing parts that don't fit because they don't know to measure or the 'support' staff who clearly lie about looking into things and promise manager callbacks that never materialise. I have no idea why Smeg associate themselves with such a company. Will be raising a complaint with them too about this shambolic 'service partner'.

10/8 update: another visit from the engineer booked in for a Friday between 12-3pm. I call the office @ 2:55pm because no one has come and I'm told 'the engineer is showing as at your location so will be with you shortly'. Close to an hour goes by and no one has come; I call again and I'm now told the engineer is ten minutes away stuck in traffic? Lol

To make matters worse, the engineer had identified from the previous visit that the capacitator needed replacing. Yet turned up to the job with the incorrect part. When I asked him why he had not checked if he had been issued with the right part he said ' he doesn't have time to review all parts for all jobs that he's doing on the day'. Total lack of accountability on his part - just passing on blame to his office (who are awful anyway) for giving him the incorrect part.

And still to this date, there's been no attempt by anyone from Top Freeze to call me to deal with this situation (despite requesting manager callbacks on at least three occasions).

An absolute cow boy operation where no one is prepared to take responsibility to do the right thing for the customer. Avoid at all costs.

Engineer very friendly and helpful. Put chair together very quickly. Recommend him again

I had a great experience with the dishwasher engineer Victor. They arrived on time, were professional and courteous throughout the visit, and quickly identified the issue. The repair was carried out efficiently, and everything was explained clearly.

We just had Victor come by and save the day. He fixed our dish washer which has had a problem for weeks. He was super pleasant, very polite and really helpful. Definitely recommend him to everyone. He was lovely. Thank you.

Victor was awesome. Very helpful and finished the job as quick as possible whilst also testing the new pump before confirming the job was done. Cool guy, great work.

I would not recommend Top Freeze.

I called on Friday because my freezer was not working properly. At first, they said Monday was the earliest appointment, but once I offered to pay an extra call-out fee, they suddenly found availability the same day.

The engineer assessed the freezer but did not fix it, saying it likely needed regassing — something he admitted is “almost always” recommended. He did not bring the equipment to do it, saying it is usually handled in a second visit, without giving a clear reason why.

The follow-up was booked for Tuesday, but the engineer never showed up and no one called to tell us the schedule had changed. It was then moved to Wednesday with a promise of “priority” treatment, yet we still waited five hours.

When the engineer finally arrived, the regassing took 15 minutes and cost another £100. This could and should have been done during the first visit, saving both time and money.

They also pushed hard for payment in advance. Thankfully, we refused and paid on the visit. Given the delays, I’m very glad we did.

Victor was amazing. Really knew what he is doing and fixed the machine in no time

Total COWBOYS as others have already put it. Over priced, poor communication. When challenged they try to give you some long winded excuse on how difficult it is/was to do XYZ. Any experienced landlord or knowledgeable home owner would not use this company.

We had a problem with our tumble dryer not heating up. Victor came and had a look, ordered the parts he needed and came back to following week. Victor was friendly, professional and knowledgeable. I was very confident he understood the issue and how to fix it. He explained the process, how long the parts would take and an estimated time for his return. Victor resolved the problem with ease and he was a pleasure to have working in my home. Thank you Victor.

He was very good at his job and explained his process while changing the washing machine part. I would definitely recommend him for more services if needed!

I've waited 2 weeks for top freeze to come and fix my washing machine im still waiting, was supposed to come yesterday and cancelled , told me they would come next day and didn't show up , waste of space would not recommend

Huge thanks to Vishnu for doing an outstanding job fixing our dishwasher. Professional, knowledgeable, and incredibly helpful throughout. He not only got everything working perfectly, but also gave expert advice on how to properly care for and maintain it going forward. Brilliant service from start to finish. Thank you, Topfreeze!

Victor was very friendly, experienced and knowledgable. He wanted to fully understand the issue with the machine and didn’t try to upsell at all but instead was confident the issue could be repaired. Very happy with the experience.