Dimplex UK Reviews 

In my home I have replaced the 40 year old Dimplex storage heaters (which never failed) with Dimplex Quantum storage heaters, including a hub controller. The savings have been such that within four years the Quantum units will have paid for themselves. The key difference is the smart technology which constantly monitors the heat input against the output and the WiFi hub allowing you to remotely control each heater from anywhere on the planet. So on mild winter nights the units reduce the input and conversely on particularly cold nights they increase the input. Room temperatures (set to 21C) did not vary more than one degree last winter no matter the outside temperature. Using WiFi you can remotely change settings of each heater i.e. on/off, temperature, timings, frost protection only and schedules.These new models also contain an almost silent fan at the base of the unit which kicks in many times during the day, helping to keep the temperature constant. You can read the energy consumption of each unit over any timescale you choose from 24 hours to a whole year.I would urge anyone with old (pre-microchip and pre Wifi) Dimplex heaters to replace them asap and benefit from the significantly reduced running costs.

Very disappointing experience.
Order number #4977
I ordered a tower fan, Dimplex Mont Blanc Cooling Tower Fan, but the courier delivered it to the wrong address. I immediately contacted the company and provided proof, including photos and all the relevant details.

It has now been over 2 months, and I still have received neither the fan nor a refund. Despite repeatedly contacting the company and providing all the evidence, the issue remains unresolved.

Being left without the product and without my money for over two months is completely unacceptable. Very poor customer service and a very frustrating experience. I would not recommend this company.

Ordered from their website as it said free returns. Have been trying to contact to make a return for 2 weeks now and still haven’t accomplished anything. Getting absolutely ridiculous, I want to return and get my money back, abysmal customer service. Never buy anything from this company, if I ever get my refund I will never be buying from them again.

Ordered an expensive tower fan from the online store. When it arrived it did not work. The power came on but the motor was clearly broken. I called technical support first, but the line doesn’t work. Then I called customer services to be told they don’t deal with online orders and I had to email the customer hub. 7 days later they messaged me back saying they can’t process refunds but could send a new fan if I provided proof of purchase. I emailed back with this and am now still waiting for a response 3 days later. I now do not wish to have a Dimplex fan, it’s not worth the risk of somthing going wrong and not being able to get hold of anyone to help. I have now requested a full refund and if I don’t not receive this then I will be contacting my credit card fraud team.

The worst thing was that I received an email asking for a review of the product. When I sent my review back explaining that the product arrived broken, I got a email telling me that the review couldn’t be published because it went against guidelines….

Very bad after sales service. Ordered a fan and was told it was delivered but never received it. Everytime tried to contact customer service you get to message AI, finally spoke to someone in the phone who said they don't deal with these and told to email them instead. Still going back and forth with emails and product still not received. Process is difficult, slow and very hard to get in contact with Dimplex, I would never buy anything from them again.

Need minus stars for Dimplex

One of the worst service encountered in the UK. Two tower fans ordered and paid for on 7th July. It was supposed to deliver by 10th July or 11th July latest. Since then, I keep getting emails from DPD about the delivery date, time and place getting changed. It is not even funny as once they said delivered to a locker near you and these are 2 big fans, and I checked the locker which was empty and it could not even fit a small table fan. The other day they said they are delivering to a hotel??? and today another email of rescheduling it next week to be delivered to a random flat. Absolutely bonkers, there is no sense to what they are doing. I have a feeling they have no fans left in stock, but they are accepting orders with the promise of delivering in a few days. WHAT A SCAM. The customer service says we don't deal with fan and there is the only option of chat, which no one replies. It is a SHAME that such companies are operating in the UK and there is no one monitoring such scams. Anyways, raising it with the TRADING STANDARDS and raising an official complaint. Dear DIMPLEX TEAM - SOON YOU WILL RECIEVE A LETTER from the trading authorities enquiring the fraud/scam that you are running.

It's been 3 weeks since I ordered a fan. The delivery day was on a day I'm at work so I rescheduled for another day. Then it arrived in one of the depots or something. The day before the changed delivery date, I saw on DPD tracking said that my order is on its way back to Dimplex because it was damaged. I tried contacting Dimplex and the only way to contact them is through a live chat that respond once ina blue moon. I emailed them as well. I received an email again saying they have delivered my item already but I didn't. I contacted them again and no response. I then received another email saying my order will be delivered in 2-3 days, but they did not send any delivery details or tracking. 3 days has gone and still no order. They are not responding in the live chat anymore. They took my money and that was it.

I ordered a fan on July 6th, it was shipped on July 7th, and on July 8th I received a notification stating that something happened to the package and they needed 24 hours to investigate. Just an hour later, I checked the tracking number again only to find out that the package was already being returned to sender!
​I looked for a way to contact them and found their live chat. I sent them a message on July 9th at 8:44 AM, they replied at 12:37 PM, and I messaged them back at 3:24 PM on the very same day. Today is July 11th, and I still haven't received a response.
​I then searched and found a customer service email address listed on their website, but when I sent an email, I got an automated reply saying that this email is no longer active—even though there is no such mention on the site. Why is it still up there if they haven't taken it down?
​Needless to say, they haven't given me a single update on what on earth is going on with my order. No one has reached out to ask if I still want the fan resent or if I prefer a refund.
​This is truly the worst customer service ever; they clearly have no idea what they are doing. I am definitely never buying anything from them again

I bought Dimplex Ion Fresh Tower Fan with Ioniser. While the fan is really nice, the performance not so much. Especially the noise. Some rattling noise comes out constantly, something like a dry bearing ( if there is any at all) which is very disturbing even during moderately loud movie watching, not alone sleeping. For sleeping is impossible to use this fan even on lowest setting as is way to disturbing. Customer service couldn't replace it as they are out of stock, so they offered me 10% refund. 10% refund for something i don't even use because it is annoying to listen. When i asked them about returning the product, they just went silent for over a week now. Some of their products might be good, but it's more like a lottery. And lets hope you won't need to claim anything, because then you'll need a good portion of luck.

Heat wave? No more.

I purchased the DuoCool Smart Cordless 2 in 1 fan last week and it has transformed my entire outlook on Summer. For years, I would dread the sweltering nights, pollen bombs and sun’s energy sapping rays such that, as soon as Summer started, I was looking forward to September.

However, this has all changed with my new fan. In 36 degrees, I lay down - cool. I realise Summer is magical and these beautiful nights are what dreams are made of. I actually have a Spring in my step (or should I say Summer!). Wow! I cannot believe how my life has changed! And I owe it all to my DuoCool Smart Cordless 2 in 1 fan. Thank you Dimplex, from every fibre of my being!

Amazing experience start to finish. I purchased the DuoCool Smart Cordless 2 in 1 fan last week and it has truly changed my life - never had a fan like it. The technology is so smart - I can control it from my phone and cool the room down before I’m home, and it looks great in my room. The cordless edition is also a HUGE bonus when working from home. Just amazing all round

I ordered a fan 1 week ago and I still haven’t received a confirmation email or tracking info, but have taken my money, says online it’s shipped in 1-2 days, sent a ticket for a refund but no answer, terrible company

Shocking customer service. I ordered a simple over-door heater/fan for my new garden office and found that once installed there was a fault on the machine. I logged a ticket at this time and was told that the earliest date that an engineer could come to fix it was 2 months later.

2 months later I was told the engineer had the correct parts to fix the machine. They came to perform the repair and now told me that they did not have the correct part and I would need a new machine.

£300+ fan heater installed and haven't been able to use in the cold/warm weather for 2 months.

Customer service have been no help and take weeks to respond giving no update.

Terrible product and service, would not recommend purchasing from Dimplex.

At last! I've discovered an organisation with outstanding customer care and amazing staff! I am both extremely impressed and incredibly appreciative for the level of support I have received from Natasha, James and the entire team at Dimplex UK. Such outstanding customer support I haven't experienced in a very long time and it's refreshing to see that such care does still exist. Thanks once again to all the team at Dimplex, for providing the best service possible to me, for which I am most grateful. Please continue to keep your standards as high as they are.

The so called brain decides when to heat and when not to. We sit in a cold state 50% of the time because it decides not to charge because it feels its too warm the night before. If the weather is colder the next day you sit in a cold room. The boost is not a constant heat you have to keep boosting it. If you go out you are not there to boost it so you come home to a cold house. My husband who id vulnerable is not able to set the boost when needed so he's wrapped up in a blanket if I'm not there. Not fit for purpose at all. Worse thing we ever done. It saves money as it doesn't work half the time. We have been told to make the room colder in the evening so it heats for the next day. I mean come on think about the statements before you say them.

Impossible to contact via email. Customer service is Zero.

If I was ask if I could recommend Dimplex, I would have to say DO NOT BUY DIMPLEX.

Bought an Air Source Heat Pump Water cylnder which has just been installed. Had some issues initially with an error code on the display which related to the installation of the ducting, which once resolved, having spoken to customer service meant that the cylinder was up and running.
Customer service was excellent, even when setting up the remote hub. Thanks to Harvey and Leanne for being so helpful.
The cylinder itself runs really efficiently and keeps the water hot at a pretty constant 50 degrees without running all the time. The Hub is excellent in monitoring temperature and usage.
If I do have any criticism, it would be that the software setup on the app is a bit clunky, but once it is done, it works really well.
All in all a very positive and encouraging service.

Awful customer service, they will cancel appointment on the day even though you have arranged time off work, their engineer called me 8am on the day to complain that he cannot make it by 12pm because he has some training to attend to and the office were aware of this but still allocated the job to him. This says a lot about the company. They will then tell you a date in roughly 2 weeks time. Very bad from a company this size and when you do raise concerns they just could not care less. And 3 weeks almost 4 weeks on I still have a leaky cylinder which is still under warranty.

I am trying to ask a simple question about the noise my Clement Dimplex heater is making. The customer service is awful, agents have put the phone down on me twice before I can even ask a question. The only other way to contact them is by filling in a form that asks questions I haven't got the answers for. I'm so frustrated and still don't know if I have to put up with this loud motor when the fire is switched on!

We bought an electric fireplace in Dec-25 from a company. We had nothing but issues with it from the outset with remotes not working to eventually the whole unit stopped working. When we inquired about getting it fixed, they wouldn’t fix even though the unit stopped working after most 3 months as they said electricians needed to be involved at our cost. We had electricians involved when we bought the unit and they recommended the setup.

Terrible products and cheap rubbish and service. Would not give any stars if could.