Trotec GmbH Reviews 

Returning an order with this company has been the singularly most frustrating experience I have ever had.
The phone number is an automated recording that ends when its done playing, they have no chat interface and they take ages to respond via email. I had to go through PayPal to get someone to respond to me. And when you do get your return label, you have to go in blind and fill in the commercial invoice yourself. My order is now being returned to me and its highly likely I won't get to send it back before the alloted time. This has been so disappointing and hugely frustrating! Absolutely would not recommend.

I've ordered my AC unit and then I started to read the reviews and I was terrified that it won't arrive, etc. but that wasn't the case.
Unit has been delivered, it's working perfectly.
Took a while to arrive, 7 days, as it came all the way from Germany. Obviously it had an European plug but that wasn't an issue.
Helped tremendously during last heatwaves, I can't imagine not having it.
Communication with the company was great too.
The same day I've ordered my unit, they've sent me mail with GLS tracking informations so I could see exactly when it left Germany, when it entered UK and when it was handed over to Royal Mail, Royal Mail took care of the rest.
I've had great experience with them and I do recommend.
Price was great and having comfort of keeping 25C at home when there's 42C outside... incredible.

The air conditioning unit arrived damaged. I have been trying to contact their customer services for weeks without success. Phone calls disconnect and emails remain unanswered

We have placed an order on 20 July, now it's 5 August and no news from the company. Not an order confirmation, not an invoice. Customer service is unavailable, no reaction for emails, calling is impossible.

On 24.06.2026 I ordered and pre-paid their Trotec PAE 80 Aircooler online where the delivery time was 3-5 days. These 5 days turned 2 weeks, then one month, the latest information there is a 10 to 11-week delivery backlog. Basically the expected delivery will be in October, i.e. after the summer ...
It gives the impression that this company is run by some amateurs, unprepared for seasonal demand, and no clue when they can deliver.

Extremely disappointed with my new Trotec PAE 81 air cooler. It suffered a major structural failure after only around two weeks of use.
The 60-litre water tank was filled to approximately 75% capacity and was not even filled to the maximum level. Despite this, the tank began bulging outwards on all four sides because the frame was apparently unable to support the weight of the water. The supporting structure then broke in three places where the castor wheels are inserted. The wheels no longer stay securely attached, so the cooler cannot stand or be moved safely and is now completely unusable.
This is especially disappointing because I bought the PAE 81 after having an excellent experience with my older PAE 61. My PAE 61 has been reliable, and after replacing its filter this year, it still works almost like new. Because of that, I had recommended Trotec products to many family members and friends.
Unfortunately, the PAE 81 has let me down badly. A cooler advertised with a 60-litre tank should be capable of holding its intended water capacity without the tank bulging, the frame breaking and the legs falling out. I have requested collection and a complete replacement, preferably with a smaller and more securely supported model or a new PAE 61.
I will update this review depending on how Trotec resolves the complaint.

Incredible bungling (by Suzanne's employee) and blatant customer exploitation by your support team. What's happening here is an absolute farce: on June 17, 2026, I paid for a PAC 3500 SH air conditioner), and on June 19, 2026, the package was damaged in transit by UPS. The goods never arrived. For almost a month, the support team refused to acknowledge any legal basis for their actions. They are illegally transferring the shipping risk to me and keeping my money. This is completely against EU law. I'm tired of wasting my time with incompetent support staff. Stay away from TROTEC; I don't recommend them to anyone.

There are customer service stories that frustrate you, and then there are those that linger — the kind that feel less like an inconvenience and more like a slow, creeping tragedy. My experience with TROTEC belongs to the latter.

It began with a parcel returned to sender without explanation. A simple mistake, perhaps. But what followed was a silence so complete, so absolute, it felt almost deliberate. Days passed. Then weeks. My support tickets remained unanswered. My emails vanished into the void. No update. No acknowledgement. Nothing. It was as if TROTEC had closed its doors to the world and left me standing outside.

I reached for the UK freephone number, hoping for a voice, a sign, anything. Instead, I was met with the same cold refrain: “All agents are busy.” No queue. No hope. Just a line that disconnected as if rejecting the very idea of communication. So I turned to the German number — a number I had to pay to call — and found myself placed into a queue that never moved. A queue frozen in time. A queue without end.

The silence grew heavier. Their UK website offered no warning, no explanation, no hint that their communication channels had collapsed. I began to wonder if I had imagined the company entirely.

Only after escalating the matter to senior management at TROTEC’s parent company did a response finally arrive. And when it did, it carried a sting. I was told that contacting customer service was “ultimately your own decision,” and that TROTEC “cannot accept responsibility for the telephone costs you voluntarily incurred.” I was informed that their inability to answer calls and their multi‑week silence were “known internally,” a phrase that landed with the weight of resignation — as if the failure was simply part of the landscape.

The £20 reimbursement for the phone credit required another escalation to senior management. And even then, it arrived as a “one‑time goodwill exception” and “without any admission of legal liability.” A gesture so reluctant it felt like an apology whispered behind a closed door.

The replacement unit eventually arrived. Need to leave it upright for minimum 12 hours prior to trying it. But the journey to reach this point — the silence, the unreachable lines, the dismissive responses — felt less like customer service and more like a slow descent into absurdity.

If you value communication, clarity, or even the faint hope of reaching a human being, be prepared: TROTEC may test you in ways you never expected.

Would I buy from TROTEC again? Only if every other retailer on Earth ceased to exist.

In all honesty, one of the worst buying experiences of my life.

My order never arrived. I placed the order on June 25, money charged but no order was ever shipped. I received a tracking code on june 28 but when i open DHL reported that it is virtual confirmation and it will be updated once goods are actually handed over, it never did. I raised compliant tickets that went unanswered.

I would like to receive the money back but no picks up the phone or responds to contact form.

Very poor experience and i feel like i was robbed.

I read great reviews online but think the one star rating is a bigger driver.

I bought an inexpensive AC unit from this company more than 8 years ago when my youngest was born and it is still going strong, so I decided to buy another cheap Air Conditioning unit and an unvented Air Cooler during this heat wave. They both arrived after a few weeks and work great.

The company is clear on long delivery times on their site, so you need to be patient. Still faster than waiting for UK companies to stock up.

Note you will need to buy a C-G plug convertor but can pick that up for a few quid.

Really pleased again with my purchase. The AC units are on the noisy side, but for less than £400 for a really effective AC unit I think they are really good value. The cooler also does a good job.

The aircon unit arrived and was broken, trying to arrange a return and refund is impossible. The support number just says we are experiencing high call volumes and cuts the call and the support email which promises a response after 5 days never respond ever.

An absolute nightmare of a company and not sure they even in business, if they are I would never recommend anyone buy from them. Disastrous support.

I placed an order with Trotec UK on 30 June 2026 for an air conditioner.

Order number: GB-37000019430
Order ID: 1883978
Total paid: £357.90

As of today, I still have not received any tracking number or clear delivery update.

I emailed customer support on 4 July, but nobody replied. I also called customer support, but instead of helping me on the phone, they told me to contact them by email and ended the call. The problem is that I have already contacted them by email and nobody is responding.

This is very frustrating, especially because the item is an air conditioner ordered during hot weather. I do not know whether the order has even been dispatched.

I would like Trotec to urgently provide a valid tracking number, confirm the delivery status, or issue a full refund if the item has not been shipped.

I will update this review if the issue is resolved.

Awful customer service. No idea where my parcel is and cannot contact anyone about it. Phone line is always “busy try later” and no email responses. GFS tracking code doesn’t work either. Cannot get a return as the online form doesn’t work.
*update: got a chargeback accepted from the bank within a couple of hours.

Incredibly bad customer service. The forms and emails are answered by an AI chatbot, which is completely useless. Why would I have to message you if I can already find info on the website. Calling does not work either, no one is on the line. I don't know how I can return the defective product anymore.

Do not buy anything from this company, ive paid for a air con unit and not recieved it, got no confirmation email and they dont answer emails.

Purchased a air con unit (Trotech PAC 2600 X) early June and it broke down one day after arrival.
It is at this point the problems start. Although they sell into the UK they have no local office or any representation.
They only responded to my emails when i opened a paypal dispute.
This morning they informed me of the returns procedure. I have to fill in multiple customs forms, print out multiple copies of the invoice, on the customs forms i have to fill in details such as what components are in the unit and weight, which i can only find by searching on the web.
I then have to contact UPS, pack up the air con unit which weighs 30kg and wait in all day for UPS to pick it up.
The Unit will then be ‘inspected’ in Germany before any refund is issued.
Honestly, if you are planning on buying from the UK my advice is don’t. It is just too painful and time consuming.

I paid for two tiems, get one...so not recommended

Quite possibly the worst customer service experience I've had.

We ordered 4 infared heaters for a commercial business in the wellness space. We were promised delivery over 10 days ago. nothing.

I've reached out to customer service multiple times, incurred huge charges for trying to contact them over the phone. Contacted Dantherm that told me even though they are under the same company, they can't help me.

This lack of communication and fulfilment has resulted in a significant loss of earnings.

I wouldn't waste your time.

Scam company. No contact, no money, no goods. The case was reported to the police and consumer protection.

I could not find out how long it would take to deliver an aircon unit. This information was not available before I completed the order - so I didn't. I am not paying for something without knowing when it may arrive. Their AI wouldn't tell me and would only give order status on paid for orders - with no indication of general shipping timescales. The customer support number connects to somewhere in Germany (which made me think that delivery might be very slow given it costs about eight quid). I didn't get through any way. Knowing how long is important right now - it's boiling hot (34 degrees) but I don't know how long these high temperatures are going to last. I might seem a bit petty but I've never before come across a supplier that won't give an approximate idea of shipping time scales.