I rarely leave negative reviews
I rarely leave negative reviews, but after everything I’ve experienced with Gozney, I feel it’s important to share my experience. I spent nearly £1,000 on a Gozney Arc XL because I expected a premium product backed by premium customer service. Unfortunately, my experience has been the complete opposite from the moment it arrived. The box arrived damaged, which immediately took away the excitement of unboxing what was supposed to be a special birthday present. I then discovered that items from my order were missing, meaning I couldn’t use the oven as intended. After waiting for replacements, the peel that arrived was also damaged. When I finally came to use the oven, I found that the ignition didn’t work. Pressing the ignition button produced no clicking sound whatsoever, and the only way I could light the oven was manually with a lighter. An oven at this price should work correctly straight out of the box. What has made the experience even more frustrating is the support I’ve received. Despite clearly explaining that the issue is with the ignition system, I was asked questions about the battery compartment for the temperature gauge, which is unrelated to the fault I reported. Instead of feeling like my issue was understood, it felt like I was being taken through a generic troubleshooting script rather than receiving support tailored to the actual problem. To make matters worse, I’m now being expected to take apart and troubleshoot a brand-new oven myself. After spending nearly £1,000, I don’t believe customers should be dismantling a premium product just to get it working. This purchase was meant to be an enjoyable birthday present, but it has turned into weeks of emails, delays, damaged items, missing accessories, and an oven that still doesn’t function as it should. The product itself may be excellent when it works, but my experience with quality control and the overall customer journey has been extremely disappointing. I expected far better from a premium brand, and unfortunately I can’t recommend my experience.