To leave a review you need to be logged in
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.
Reviews 557
June Mayes
Apr 21,2023I used messenger to ask about delivery of gift cards was totally misinformed plus it took 6 days to arrive and missed the birthday it was a gift for. I asked in Messenger how gift cards were sent i will now paste your reply Hi June, our gift cards are sent using first class, tracked Royal Mail - so these have the couriers insurance. When this didn’t arrive I asked for the tracking details this was the reply I got I'm really sorry about this! the tracking information isn't available as the delivery is done by normal post. Hopefully, it comes tomorrow morning - it has definitely been dispatched so I'm unsure why this hasn't yet arrived. I left my review as I was totally mislead, as you can see from your messages to me pasted above. I know you are not responsible for the Royal Mail first class post system, however, I was told as shown above that it’s first class tracked. This is what I have an issue with, being given wrong information.
saucepan stan
Apr 20,2023Fabulous products, made in Birmingham, great service What's not to like?
Edward Richard Alexander Furbe
Apr 18,2023You have managed to (try to) charge us for the goods, without making any effort to either a) supply or b) explain status/delays. This is a magnificent failure! Will you be bothered to make contact now? I have had to spend 30 mins with Amex ensuring I don't get charged for non-exisitant goods
Barry Kenealy
Apr 15,2023I ordered a stainless steel wok, upon the first use following the instructions carefully including the washing up process we were left with what looked like rust spots. I contacted the vendor as I purchased through 3rd party website and also contacted Samuel Groves directly. Basically I was fobbed off and told the marks weren’t rust. I cleaned off the marks which took more elbow grease and then rinsed carefully before leaving cold fresh water in the wok and lots of rust the next day. Sent photos to Samuel Groves who still denied this was rust even though it was patently obvious it was. Insisted I paid to post it back which I did reluctantly. Weeks and weeks passed and finally they got round to testing it and then conceded there was an issue and I got a refund about 3 months after buying it. Still out of pocket to the tune of £10 for postage which they said they would refund but never have. Oh and when I told them I had left water in the wok overnight they told me this was misuse, farcical. Never buying anything from them again.
J Stott
Apr 15,2023We have the large cast iron pan. I wonder if it is cast or stamped out. The base seems to be no thicker than the sides. The base bulges when hot, and will wobble on a flat surface, but won’t when cold. So won’t pick up as much heat from the range. My other pan with an integral cast handle has a thicker base and does not do this. If it’s not cast, as suspected then this would contravene the trade description act. Anybody know how
Customer
Apr 12,2023Very happy with my purchase and very happy it’s made in the U.K. I will be buying more in the future
K&J Briggs
Apr 12,2023Very helpful on the phone when I made a mistake and ordered the wrong sized tin! I returned the tin, and they credited my account very quickly.
Sam
Apr 11,2023Great versatile pan which is a perfect edition to any kitchen. Bought to replace a 'premium' non-stick pan which has failed, after many years use to be fair, but I feel like I'm done with coated pans now. No matter how well you care for them they will eventually fail, and it can't be good for you. Much prefer the honesty of steel. Not had any issues with food sticking, and cleans up well. Best of all it looks great on the shelf!
Maria Stashko
Apr 11,2023Great product and great service.
Tom
Apr 06,2023Hate to leave a negative review but genuinely one of the worst shopping experiences I have ever had. 2 months after placing the order I still don't have the product and can't find anyone to speak to about it. Phone regularly goes unanswered and their online contact form seems to just go into a black hole. Going to have to go through the grief of trying to get a refund from my credit card provider, just such a pain in the neck honestly
michael massarella
Apr 06,2023Great service from Samuel Groves and great product. Pity about delivery couriers. If I could give minus -10 for them I would.
Nicholas Baylis
Mar 29,2023Quick delivery, excellent product
Anon
Mar 27,2023Quality product, good company to deal with.
Hannah Bushell
Mar 25,2023Beautiful pan
Louise
Mar 25,2023Exceptional quality Last a lifetime
McV
Mar 23,2023Such a shocking shame to have to ALSO report on a terrible customer service experience. I always try to buy British, and as local as possible so coming from Birmingham I thought a local company may just be the thing. How sadly mistaken I was. When the item I ordered did not arrive I looked at the despatch note sent from U Group Limited (Samuel Groves) and simply thought I would call the number provided in the email to get an update. My first call I elected to be put through to sales as the closest option out of the 3 on offer only to have the call ‘terminated/hung up’ on me…. The second call (almost immediately after) resulted in the exact same experience. Third time lucky a lady answers and I start to explain the problem to which I get a ‘That’s nothing to do with us!’ In a very curt and abrupt manner - I ask why and I am told it is a different department (so WHY put the number there?) I also ask why the phone was hung up twice. She seemed very flustered at this stage and suddenly started being very defensive. Hmmmm….. I am transferred to the ‘correct’ department. Instead of an empathetic understanding customer service agent (who remained nameless as no details were forthcoming NOT EVEN a delivery number) I was met with utter contempt, argumentative person who not only left me feeling belittled but downright disgusted at my treatment. 1/2 an hour later I am left feeling totally frustrated. The delivery which was over 3 days late had no follow up, no one at U Group or Samuel Davies had looked at the delivery exceptions and reached out. I never got a delivery number so could not check directly with the courier which seemed extremely suspect. When I asked for a full Subject Access Request as per my legal right it was ignored, I simply got a short email stating the refund (when courier returns item) UPDATE 27th So I have been asked for some details so the company can look into this - maybe the last 3 reviews about shocking customer service has actually prompted some action! Fingers crossed!! UPDATE 28th After sending details and expecting a full refund quickly yesterday there is STILL no contact, no apology or refund. Disappointing ... Just so you are aware my Subject Access Request stands and I withdraw any and all rights you have to process my data which I would have mentioned if you had bothered to reply earlier. UPDATE 30th March - AFTER REPLY FROM SAMUEL GROVES / U GROUP LTD SHOWN A reply ! Hooray!!! So it has only taken 7 days (since 23rd March) to reply to my complaint in full (today being the 30th.) You courier (DHL) failed to deliver on the 20th March, I have spoken with the executive team at DHL who are ascertaining why the comprehensive delivery information was ignored (in DHL app iOS). As my contract is with you and not who you decide to engage as a courier trying to hide behind them is somewhat annoying. IF ONLY you had bothered to include ANY delivery information in your email (DHL + Parcel number) IT failing? You are the ONLY company I have dealt with over the last few years that DO NOT give correct or ANY delivery details. You say about delivery problems ‘our team are available to help’ … well not on the telephone number you provide in your despatch confirmation. Why put a phone number in an email about despatch and expect NOT to get calls on it? A simple change here would direct people to the ‘correct’ person - easy to fix instead of trying to attack a customer. Again another simple IT fix to improve the template/signature you use. You STILL even after repeated requests failed to divulge a delivery note number (Hence why the DHL enquiry is taking longer as they struggled to find the details) Why allow inputting a “landline” number if only mobile numbers work? AND You will find most ‘landline’ numbers accept short messages (sms) in the 21st century and mine certainly does - again a very easy IT fix. Simply only accept numbers starting 07 or 00447 - it is SO SO simple to do this in a field on a form. Another IT problem? You say your initial agent (the incorrect department) passed me to the correct department - BUT never bothering to explain why the calls were terminated - great service and passing an upset customer to a colleague without explaining anything to that colleague - a simple fix here would be to ask for the correct handover … “hello I have Mr X on the phone, who has had a problem …..so on and on…..” It's a trick I have picked up from (all) the other companies I have dealt with. You say you were unable to locate the calls? Convenient at best! But they were made at 11.18am on 23rd March lasting 49 seconds (which WAS terminated) The second call at 11.19am same day and lasting for 24 seconds (Again Terminated) Oh ... and it was PayPal who refunded me (I waited for a few days for you to respond but when you didn't bother I escalated top PayPal - they then refunded me you had days!)
Sue Baker
Mar 22,2023The products are fantastic quality however the delivery took nearly 6 weeks and I found it impossible to contact the company to discuss this. They do not answer the phone, emails are not replied to. I last bought from them several years ago and didn't have any issues, however I note they have been bought out since then. They really need to improve their customer service.
Mike
Mar 14,2023We have still not received the product and the company does not answer the phone or respond to emails
Anne Warhurst
Mar 14,2023Beautifully made pan, prompt service, carefully packed. Could not be more delighted. Supper is cooking in it as I type
194 Waterloo Road, B25 8LD, Birmingham, GB
http://www.samuelgroves.com
L. Duckhouse
Apr 21,2023The purchasing of a voucher for our son was really quite quick and easy - and received in good time for his birthday - Thank You