Unfortunately the non-stick coating on my Urban Chef pan started to peel last week. I e-mailed Samuel Groves & Chantelle responded immediately, literally a few hours later! In less than one wee... See more
Company replied
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Review summary
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Reviews shaping this summary
I contacted the Sales department to enquire as to the availability of an item. I was fortunate to be assisted by Chantelle in Sales. She located the product and went out of her way to finalise th... See more
Company replied
Ordered a Mermaid roasting pan on Monday afternoon and it arrived on Wednesday morning. The order confirmation said it might take 56 days, but clearly that was wrong. The quality of their produc... See more
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I have a wonderful son who buys me Samuel Groves pans for birthdays & Christmas so I'm gradually building quite a collection. I love both the classic and the carbon steel. Expensive but beautifully ma... See more
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Company details
About Samuel Groves
Written by the company
Global interest in British design and manufacturing has never been higher and Samuel Groves is building on this golden opportunity by continuing to invest in manufacturing equipment to produce the very best cook and bakeware at their manufacturing site in Birmingham.
Few suppliers of hospitality products go back as far as Samuel Groves. This venerable Birmingham-based manufacturer of kitchen equipment started in 1817. The big take-off into hospitality supply came during the Second World War when Samuel Groves won a major government contract to produce aluminium trays, with many other items for the Ministry of Works and the War Office being added soon after. This helped reinforce the foundations of the modern business, which gained a major boost from the introduction of the Mermaid brand at the beginning of the 1950s.
Samuel Groves encompasses all facets of manufacturing including Metal Cutting, Presswork, Metal Spinning, Welding, Fabrication and Injection Moulding. In addition, we are able to design and manufacture our own tooling in house.
Even though the market and indeed cooking practices have evolved over the years, Samuel Groves quality and processes have improved. We remain traditional manufacturers and every product we are proud to say is still hand-finished. We have been a manufacturer in Birmingham for close to 200 years, some of the skills that will be used in the factory today will have been used all throughout those 200 years.
Every range produced at our factory, we believe is the best you can buy, whether that’s our robust stainless steel 3-ply cookware, or timeless Mermaid anodised bakeware.
Contact info
194 Waterloo Road, B25 8LD, Birmingham, United Kingdom
- 0121 764 7393
- sales@samuelgroves.com
- www.samuelgroves.com
4.2
Great
686 reviews
Replied to 93% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Samuel Groves
Hi Keith,
Thank you for your feedback.
I am delighted that you are happy with your product and our services. At Samuel Groves, we aspire to be brilliant at customer service and I’m glad to hear that our team did a great job!
All the best,
Samuel Groves
I haven’t received it yet !
23 February 2025
Reply from Samuel Groves
Hi Judi,
Thank you for your feedback. I will contact you via email to get more information about your order. In the meantime our Sales email address is sales@samuelgroves.com
Thanks.
Reply from Samuel Groves
Hi Lucy,
Thank you for your feedback.
I am delighted that you are pleased with your product and our services.
All the best,
Samuel Groves
Fabulous Trays
While trays are expensive buy once look after them they will certainly put see me.The old adage you get what you pay for.
14 February 2025
Reply from Samuel Groves
Hi Nigel,
Thank you for your feedback.
I am delighted that you are pleased with your product and our services.
All the best,
Samuel Groves
Reply from Samuel Groves
Hi Neil,
Thank you for your feedback.
I am delighted that you are pleased with your product and our services.
All the best,
Samuel Groves
A great British product from a great…
A great British product from a great British company.
Wonderful service and a beautiful Pan for life.
14 February 2025
Reply from Samuel Groves
Hi Dave,
Thank you for your feedback.
I am delighted that you are pleased with your product and our services.
All the best,
Samuel Groves
Reply from Samuel Groves
Hi Mark,
Thank you for your feedback.
I am delighted that you are pleased with your product and our services.
All the best,
Samuel Groves
Not a great experience
I am extremely disappointed with this company. They received my payment almost a month ago, yet I still haven’t received the pan. I reached out two weeks ago to request a refund, but they have yet to process it and they do not intend to from their replies! This issue is unacceptable. 28 days wait, with no mention of this when you make the purchase. I regret not reading the reviews in the first place.
11.03.25 Update: I received information about my refund. It shouldn’t take a negative review to receive a positive customer experience. I truly want your business to succeed because, as customers, we benefit from fair market prices driven by healthy competition.
7 March 2025
Unprompted review
Reply from Samuel Groves
Hi, Thank you for your feedback. Apologises for customer service not getting back to you on your request. I will liaise with our sales team and get this resolved for you.
Could you please email sales@samuelgroves.com with your name, address and order details so that we can track you on our system and look into this for you.
Updated Post:
I believe you have been liaising with our sales team via emails and I hope you get your issue resolved soon.
Thank you.
Great quality item
3 February 2025
Reply from Samuel Groves
Hi Jane,
Thank you for your feedback.
I am delighted that you are pleased with your product and our services.
All the best,
Samuel Groves
Great service and pans even better that…
Great service and pans even better that expected, delighted.
3 February 2025
Reply from Samuel Groves
Hi Lorna,
Thank you for your feedback.
I am delighted that you are pleased with your product and our services.
All the best,
Samuel Groves
Customer service and deliver poor.
Although expensive the quality of these products is second to none however the customer service and speed of delivery is poor and I will think twice about about purchasing any other items.
A little strange Samuel Groves send out a request via Trust Pilot requesting feedback on the item approximately 21 working days following purchase. This request gives the impression that the item has been dispatched.
23 January 2025
Reply from Samuel Groves
Hi Dianne,
Thank you for your feedback. We do state on our website in the Delivery & Returns section: Please allow up to 28 working days for your order to be manufactured, dispatched and delivered. If the items included in your order are in stock, we will get your order dispatched the same day, providing your order is processed before 1pm GMT. https://www.samuelgroves.com/delivery_and_returns Thanks
04/03/2025 Updated response
Trustpilot automatically send out feedback reviews after a few days of ordering and unfortunately we cannot control this at the moment so do accept my sincere apologies for this and for the inconvenience this may of caused. Thanks.
Buy once, buy well
I bought a stainless steel casserole pan. Very well made, great heat distribution, it looks like it will last for ever and I have no inclination to buy another non-stick pan. Also made in Birmingham, UK.
24 January 2025
Excellent quality, British made
I buy British whenever I can, to support British companies and to cut down on my carbon footprint. Everything I have bought from Samuel Groves is of excellent quality and built to last. I placed my order online on a Friday and it arrived the following Monday. Great service.
24 January 2025
Made in the uk quality
Made in the uk quality - fantastic product that will last a lifetime
22 January 2025
Nice smooth pan surface which cooks non…
Nice smooth pan surface - tri ply stainless steel - no non-stick coating yet cooks non stick provided ingredients properly stirred. High sides make for easier stirring while cooking
18 January 2025
Reply from Samuel Groves
HI Chris, Thank you for your message. I am delighted that you are happy with your purchase and our services. Happy cooking!!!
No delivery or updates
Placed an order on 15th Jan and advised that there is a 28 day delivery window. Heard nothing for 28 days. Emailed for an update and told they would get back to me. Nothing. Emailed again for another update, and told again, they will get back to me. Still no frying pan or update.
15 January 2025
Reply from Samuel Groves
Hi Dawn, Thank you for your feedback. Please note that on our website it does say, Please allow up to 28 WORKING DAYS for your order to be manufactured, dispatched and delivered. If the items included in your order are in stock, we will get your order dispatched the same day, providing your order is processed before 1pm GMT. Whilst it is still in the time frame. Please could you email your order details to sales@samuelgroves.com and then they can look into this for you. Thanks
Reviewing customer service
Customer service started responding to my emails after negative review in trustpilot. That is not very good attitude. I hope company improves that policy.
Initially I got a very pleasant hint that company has distributor outside UK (which covers Germany and some countries in Scandinavia), but I didn't get any further info about that.
My feelings about customer service are still mixed so I am currently rating company at 3/5.
Sadly I don't have any Samuel Groves products in my hands (as shipping to other EU countries appeared to be very pricy and I was denied to get further info about possible distributor in other EU countries) so I can't comment about product quality.
I am rating only customer service :)
12 February 2025
Unprompted review
Reply from Samuel Groves
Hi Lotrmj, Thank you for your feedback. I can only apologise about our customer service. We are backlogged with orders at the moment. Can you please email our sales team again today with your request and they should get back to you.
28/02/2025
Hi, I can see that you have been liaising with our sales team and they have advised you on your query via email. Regarding distributors, once an order has been placed (outside the UK - Overseas) with us we will us the necessary courier to fulfill your shipment. If there is anything else our sales team can assist you with, then please let them know. Thanks
10/10 unbelievable quality
Arrived within stated time, longer than most places but these are made to order after all. The quality of the pans is unreal, up there with Le Creuset but better in many aspects. Can’t fault the product or service at all. Super happy with my purchase.
12 January 2025
These pans are not nonstick
I own a 30cm seasoned carbon steel frying pan and a 20cm classic stainless steel for over 2 years now and it’s the worst pans I have in my kitchen and can hardly use. Food sticks every single time followed by hours of soaking it to remove debris and even then because I only use non scratch sponges there’s always still remnants of food after cleaning. I have classic 3 silver saucepans as well and they perform slightly better, though I only use more of boiling. I have £10 non stick frying pan I actually found to perform better with no sticking whatsoever
1 February 2025
Unprompted review
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