HeatandPlumb.com - www.heatandplumb.com

Well, what can I say that everyone else hasn't already said about this company........... Absolutely a diabolical company in every aspect, Ordering, Delivery, Communication, Customer Services. they are ALL none existent within this company and I can honestly say I advise anyone considering a purchase NOT TO DO IT!

I ordered two back to wall toilets and two concealed cisterns together with flush plates. When the goods arrived the cisterns came complete with flush plates, so the additional ones I had ordered were surplus to requirements. Heat and Plumb refused to take these extra flush plates back on their own. They would only accept them back if I sent the entire cisterns and flush plates back (4 in total). I would then have had to re-order exactly the same item again, without the additional flush plates, which I found completely ridiculous. After several emails back and forth to try to resolve the matter in a pragmatic way involving some common sense I was advised to put them on Ebay! If this is customer service, heaven help us. I had a lot more bathroom items to buy so the orders for these went to their competitors.

Do not use this company, zero care of the customer. Hides behind small print and small print 'Terms and Conditions'. We ordered a few items from Heatandplumb and unfortunately one of the goods arrived damaged. Value £600+ Despite boxes being sealed and not opened and kept safely until the plumbers needed them, they were damaged in transit except we couldn't prove it. if you do order do more than peek in boxes. Get each item out and inspect for damage as trying to claim or change after 4 weeks was extortionately expensive and exchanges not possible due to stock unavailability.

The items are likely to suffer from shipment damage because they are constructed with cheap chipboard and thin brackets.

Tried many times to resolve no support given and company disputed section 75 claim with vigour. Go elsewhere just to deal with humans who care if their customers are suffering.

I dislike writing these but feel completely let down.

Possibly the worst company I have ever dealt with, with regards to customer service. Sent a faulty product and then made me jump through hoops to return it (photo/video evidence, then denial, then acceptance). Dragged on for over 1 month before finally getting a resolution (after court threats). I would advise avoiding this company altogether. Customer service is non existant and they rely on the fact that you will just give up in the end.

They supplied an incompatible waste with my Villeroy & Boch tap. Look at Trustpilot where they admit to, and apologise for, their error. Even with this public admission of fault they refuse to exchange the incorrect part or change their website to avoid anyone else being caught out.

They will SELL me a replacement. Duh....

There are plenty of companies selling the same range of products, buy from someone else.

They sent me the wrong item and for a almost a month I have been trying to return it, but each time they "organise" the collection, they find an excuse for why they couldn't collect it, thereby refusing to refund me until it's collected.

No proof of organising collection has even been provided. No knock on the door or call to say they attempted to collect. I have a smart doorbell and there is no footage of anybody even approaching the door!

I have taken multiple days off work, waiting ALL day for them to collect, at great financial expense to me and time I will never get back, which I value even more than the money.

This is very suspicious behaviour, tactics that would be employed by company to delay or wear out a customer from pursuing a refund. I will be raising a case with small claims court.

Absolutely fantastic service, good quality. My second order with the company, delivered on time. Perfect.

Purchased two Hudson Reed illuminated bathroom mirrors which were initially delivered to wrong street. On locating and receiving the mirrors one was found to have a deep scratch to the glass which was reported to Customer Services. After a lengthy exchange of emails and two requests for photographs was advised no offer of replacement available as any such defects must be reported within 72 hours of delivery. Believe a policy such as this not to represent a reputable supplier and advise buyers beware.

After searching for ages online for a steel pressed bath, I came across this company. I thought I'd read all reviews and they seemed to be legit and customers wrote rave reviews. So I thought why not, arranged delivery for 01/04/2022 and booked the week off work, pulled the existing bath out and waited for the delivery, well it never arrived, a quick call to customer services had me wanting to pull my hair out, they couldn't help me as the courier company only man the phones till 5pm, my delivery was scheduled between 8am-6pm,so not helpful in the slightest. The only solution the person on the phone could come up with was that I should just wait to see if arrives, and they will contact me on Monday as they close over the weekend, great so I have no bath or facilities to use for the next 5 days as the soonest that they could action a re delivery is possibly Tuesday, when I explained that I worked Mon-Fri, that's why I had taken time off after booking the initial delivery day! She said that was the best they could do and if no one could take delivery I'd be charged a fee, honestly at this point I'm reluctant to believe that a bath will arrive as this feels like a not so legitimate business? So in the end I am going to have to go to a reputable company, buy another bath, and hope that due to their incompetence I can get a refund. Moral of the story of it sounds too good to be true it usually is. DO NOT USE THIS COMPANY!

I have bought a number of items from Heat and Plumb and was happy with the service. I have not previously had any issue that needed resolving or any need to contact the customer service until now.

On this occasion we were delivered a shower tray, which on removal of the protective film was cracked.

There was no damage to the outer packaging so it was when the plumber was due to fit the tray (around a month and a half post delivery) and the protective film removed that the crack was visible. I contacted customer service with photos of the damage but they have not been helpful in a resolution with this. With no offer of a repair or replacement.

As per the Consumer Right Acts, 2015 I have requested they offer a repair or replacement but they have refused, so unfortunately it will mean a long drawn out process which I could do without.

Very disappointed with service and would strongly recommend that you consider whether you can be bothered with the hassle if something needs resolving should there be an issue.

Sadly, it has put me off ordering from HeatandPlumb again - I suppose you only get to see how good a company is when there is an issue.