Russell Hobbs Carlton Kettle RHK82BRU

I bought this kettle from Big W in 2025. When staying with my wife and I the guests managed to damage the filter in the kettle whilst trying to clean it. Two written enquiries plus a phone call to the spare parts division and I was told that there are no filters in spare parts for this model. I questioned why this was the case for a kettle that was clearly not discontinued and was simply told that there are no spare parts held for that model and that i should try elsewhere. I asked who I should contact and they didn't know. and to contact the place of purchase. When asked what Big W would do he said that they would contact Russell Hobbs Australia and his spare parts area!

So, I looked up online and found that I could get the required filter from the UK at about $15 Australian PLUS nearly $25 Postage. A new kettle of the same model is available from my local Big W for $49! It seems to me that the importers of this brand are not at all interested in stocking a filter for this model. (I'm not sure whether they stock filters for their other models) Secondly, and I am not being unkind, but The person I spoke to in Spare parts had a very quiet voice and I had to ask him several times to speak up because I couldn't hear what he was saying.

My conclusion is that: 1. The distributors of this product do not seem to be taking the needs of customers into consideration when deciding on their spare parts inventory to support the need for products currently being retailed in Australia. 2. Whoever is placed at the end of the spare parts phone line receiving customer enquiries be given proper training in speaking to customers and understanding their requests. 3, Whoeverit is from Russell Hobbs who is asked to respond to my review take the time and call the spare parts phone number and "pretend" to be a customer, just to better understand what is lacking in that company/customer interface.

Will I buy another Russell Hobbs product? I am not so sure now. PS> I,ve just changed my initial star assessment from 3 stars to 2 stars based on poor post sales service.