sinks-taps.com Reviews

Name: sinks-taps.com
Address: Blenheim Park, Pocklington Ind.Estate, York, East Riding of Yorkshire
Rating: 4.69

4.7 Rating 4,963 Reviews

100 %

of reviewers recommend sinks-taps.com

4.7

Based on 4,963 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

01759 307262

Email:

enquiries@sinks-taps.com

Location:

Blenheim Park,
Pocklington Ind.Estate,
York
East Riding of Yorkshire
YO42 1NR

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sinks-taps.com 5 star review on 17th March 2024

139

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“It's hard to review anything when neither the sink nor the tap have arrived as yet. An update would be good as this is holding back our kitchen refurbishment. Thank you”

Helpful Report

Posted 5 years ago

“Sink-taps have failed to process a refund from a month ago and have ignored my emails chasing this. Why it should take a whole month to process a refund seems excessive in the first place. Now I will have to speak to my card issuer.”

Helpful Report

Posted 5 years ago

Dear Mr Watson Thank you for the feedback and we are disappointed you felt a 1 star review was fair. I have looked into this for you. We received the item back and processed the return onto our system on 20th June. In fact upon inspection we found that you had accidentally returned an additional item and when we spoke to you, you were unaware that this was the case and commented on our excellent service and honesty! Due to the sheer volume of orders and returns we do advise that the refund process can take up to 30 days. However the current average refund period is running at 25 days. This item was returned to us because you ordered the incorrect item originally. We sent a second item out to you on a faster delivery - again on free delivery without any charge. I also cannot find any emails from you. I can see a number of telephone call logs when we helped you with the replacement item and the return procedure etc. I can see your refund is due to complete this week and you will receive an email confirmation from our Accounts team as soon as this has been done. Kind Regards - Paul.

Posted 5 years ago

“Ordered a ceramic sink and received an order confirmation stating 3-5 days delivery. On the 6th day I received an email stating that the sink had been incorrectly displayed on the site and was not available. No alternative was offered, not even a discount on a future purchase. The email may have said "Tuff Luck - Serves you right for getting your hopes up". I understand that items can be "Withdrawn from production" or "out of stock", that's not what upsets me the most, but 6 days to tell me? Really? In thisday and age that is not good customer service. Very disappointed. Graham Walker”

Helpful Report

Posted 5 years ago

Dear Mr Walker. Thank you for your review and we can only apologise that this happened. We unfortunately had an unprecedented situation where the manufacturer Astracast went into administration! This caused a massive issue with expected deliveries not turning up and suddenly some products being withdrawn from sale. We did inform customers as soon as we possibly could, which was between 4-6 days on average. We have since withdrawn a large number of Astracast products from out site and those that are available are now showing a longer delivery time. We did refund your order straight away and we did email you and offer to find an alternative product. Again, please accept our apologies and any inconvenience caused. Regards Paul - Customer Services

Posted 5 years ago

“The website was blatantly misleading then the online chat advisor was rude and wouldn't answer questions and then just disconnected me. I didn't get delivery on the day I paid extra for, and then the delivery went missing and was untraceable. Then the Sink Taps company representative was not the most helpful and I felt somewhat accused. Would never use this company again and advise other customers to steer clear at all costs.”

Helpful Report

Posted 6 years ago

Dear Mr Wooster Thank you for your review and I am sorry you feel we did not meet your expectations on this occasion. I have checked the live chat and John had a discussion with you for more than 30 minutes. He didn't close the chat, the conversation simply came to an end. He answered all your questions and confirmed that FREE delivery was 3-5 days and faster delivery was extra depending on your exact location. The faster delivery option is not based on the value of the product, it is based on the size of the parcel and your location. The faster delivery is an option which is clearly shown in the delivery options section. We also have a whole page dedicated to the FREE delivery offer which explains the offer and gives a detailed map of the UK. We offer customers fantastic discounts on all products, excellent service and FREE delivery to most locations when you spend over £50. As you have said, you are in the courier business yourself. I am sure that if a customer wanted a pallet of goods delivering from Essex to Inverness on an overnight service you would have to charge them more than if you sent it on a 3-5 day service! The courier service we use charge more for a faster delivery. We dont build any delivery charges into the products as we would rather offer products at the lowest possible price and then let the customer decide on whether they want FREE delivery or pay the extra for a faster service.

Posted 6 years ago

“Trying to get a returns number from them to enable me to send back a sink was like getting blood from a stone. After eventually returning the sink I was advised that a refund could take up to 30 days. It took much longer (ie. never happened) and I had to send several emails to request my money back. When they did process the refund a restocking fee was deducted which was never mentioned before. This company is great at taking your money and appalling at customer service after the sale. AVOID at all costs.”

Helpful Report

Posted 6 years ago

Dear Mrs Mercer We are very sorry we didn't provide the service you expected on this occasion. The main problem seems to have been that you returned a sink 6 weeks after the date of delivery. Our usual returns system means that we cannot accept a product for return after 14 days. However on this occasion as you ordered a replacement sink we accepted the returned item and also reduced our standard restocking charge from 25% to just 10%, as a gesture of goodwill. This then created an error on the system and it would not provide a returns number for your original order. We have now looked into our systems and procedures and actioned a fix for being able to provide a return number on goods returned outside the 14 day period. Apologies again for the inconvenience caused. Regards - John

Posted 6 years ago

“Great to work with when they are no issues but when we asked to return an item we were told no because we are a company and it was at their discretion. We tried to order a replacement item through them, but they wouldn't price match and we were told they would only accept the return if we brought the replacement tap from them which was over £120 more expensive than elsewhere online. The owners tone is very rude and unhelpful, such a shame really.”

Helpful Report

Posted 6 years ago

“these people are big lairs ..initially said that free refund and and took 1 and half months to process the refund until today no one said me that charge for collection and funny thing is every time i called said refund is processing and it takes weeks and weeks . now when i called their manger and his arguments useless and making up stories. when i put the phone down and check my account money is in the account of £ 65 . i have never met such an unprofessional business . Before i made phone call i checked my account then no refund . after my call money is in the account .they have charge £ 10 for collection .before they collect i clearly asked customer service about collection charges and confirmed that no charges . now they said they have to charge . apart from this i have to call customer service more than five time to get refund and every time they said is processing finally had to call manger and had to argue for refund .awful service and will not recommend to anyone .”

Helpful Report

Posted 6 years ago

Dear Mrs Mahanama Please let me explain the problem that you are talking about. You originally placed your order but then called after the item had been dispatched to cancel it. Once the item was delivered to you, we offered to arrange collection from you free of charge and bring the item back to our depot. However, we booked DPD and every time the driver called at your property, their was no one home. We spent a long time talking to you on the phone and trying to arrange the collection. In the end, DPD charged us over £21 for the three attempted collections. As a gesture of goodwill we covered two of these attempted collections and only charged you £8. We also refunded the original item in full with no restocking charges etc. Due to the 2 week shutdown your refund did take longer than expected and as we explained on the phone this morning, we are not in control of exactly when your bank show the credit on your account.

Posted 6 years ago

“We received a broken porcelain drainer from Kad group.Having sent the product back the customer service dept (Richard) was absolutely shocking. The way he conducted himself was behond belief.I would not recommend anybody deal with this customer service dept.”

Helpful Report

Posted 6 years ago

Dear Mr Duckitt. We are sorry you feel this way. The problem occurred when you received the broken ceramic drainer and then threw it in the bin. We had arranged to collect the item and supply a replacement within just 48hrs. However, you did not understand why we would need the damaged item back and this seems to be where the issue started. I confirmed we had received the broken product back and the refund was being completed as per our terms and conditions. I'm sorry you felt we should just refund you immediately even though you had thrown the product and all the packaging in the bin! As per our terms and conditions and our telephone call to your wife, we had to arrange to collect the parcel and its contents so WE could claim from our courier! However, irrespective of this, we have still processed a full refund.

Posted 6 years ago

“Delivery was promised within so many working days then notified 6 days after order was placed that I would have to wait 4-6 weeks”

Helpful Report

Posted 6 years ago

Dear Ben Thank you for your review. Unfortunately with around 13,000 products available we are on occasions going to have a Manufacturers delay on certain items. The product you purchased online does clearly show it is a SPECIAL ORDER item and delivery is 4-6 weeks. We do try and make the delivery information as clear as possible and it is shown right above the BuyNow button on the product. However, we do apologise if this has caused any inconvenience and we will upgrade the delivery method to an overnight service Free of Charge.

Posted 6 years ago

“This initial part is about the service quality I experienced from sinks-taps.com I was promised more than once by sinks-taps.com that I'd receive a notification of the 1 or 2 hours delivery window for my sink and taps by 11.00 am on the delivery day. This did not happen. I called sinks-taps.com for help after midday for help. I did not find the manager Richard to be helpful. On the contrary he seemed more interested in making me "feel wrong" and "talked down to" about the whole issue of wanting to know my delivery window, even though I was a paying customer, and he did not follow-up to try and get me the delivery window. I waited in a dark flat for 5 or 6 hours more until after the closing of the delivery window for the day (I think 6pm). I then got a dropped call about 6.45pm. I called back and the driver gave me a garbled response but said he was nearby. I asked him to deliver the goods which he finally did. The sink arrived damaged and I got no follow-up from sinks-taps.com When asked to write a product review a few days ago I mentioned these unsatisfactory issues. Today I got a call from the manager, Richard. Interestingly he did not seem interested in apologising for the poor service, but instead seemed to want to "talk down to me" and make me "feel wrong" for having written a negative review!!! It seemed to be all about his sensitivities rather than dealing with the poor service I had received.... Here I am writing a review about the service I experienced which I found unpleasant to say the least.”

Helpful Report

Posted 6 years ago

Dear Mr Chamberlain. I appreciate you have your opinion on exactly what happened. However, the delivery of your order did arrive on the day we specified. Unfortunately the DPD driver did not manage to get to your property until 6:30pm. DPD usually provide a 2 hour time window for delivery but on this occasion they did not. This is something we have already emailed DPD about but as yet received no reply/reason why. Myself and a colleague spoke to you on the day of delivery a number of times and we did all we could to chase up DPD for a time of delivery. We received a negative review from yourself about the service you received but also within your review you claimed that I had been nasty and rude. I specifically called you today to understand why you had written a review to say this, as all anyone had done previously was try to help? You then decided to continually shout down the phone, ask me why I had called you and tell me that our entire organisation from DPD to Customer Services didn't know what they were doing! Whilst I understand your frustration I think that we have to put into perspective that the order you placed arrived on the exact day required, even if it was 6.30pm! Personally, I have many, many customers who have written positive reviews about my conduct and service - I'm sorry if you felt otherwise.

Posted 6 years ago

“I'm revising my previous review now that the tap I purchased has been installed. I purchased a Blanco MIDA-S, which was advertised as a "Kitchen Tap with Pull Out Spray", but in fact "Pull Out SPOUT" would have been a more accurate description, as although there is a hose to extend the spout, there is no dedicated spray function. I discovered this only after the kitchen work was completed when I attempted to use the tap for the first time. I contacted SinksandTaps about this and their response can be summarized as follows: 1. The tap has an aerator on the nozzle, so that means the normal water jet is technically also a "spray". 2. I should have known from looking at the photo of the tap that there was no switchable on/off spray function as there was no extra lever. (I explained that my previous spray tap had been operated simply by pulling down on the head, so not all sprayer taps necessarily have an extra lever.) 3. The information about the tap's features is supplied by the manufacturer so I should complain to the manufacturer. 4. As I had already had the tap installed and they only offer a two-week return window in any case, i.e., the bare minimum requirements of the consumer contracts (distance selling regulations), it's basically my tough luck for ordering the wrong product. (I purchased the tap about six weeks ago as part of a kitchen re-fit, so it was only installed and ready to test this week.) I don't think I'm unreasonable in expecting a "pull out spray" to actually spray in a different way to the regular flow of water. I note that on Amazon this exact same tap is advertised as having a "pull out spout", which I believe is a more accurate description. After checking Google shopping I note that other taps that do not have a separate spray function are advertised as alternately having a "pull-out spout" or "pull-out faucet". I would suggest that SinksandTaps should revise the wording on their advertising in order not to confuse potential customers. Unfortunately for me, I am now stuck with a tap that does not suit my needs and a supplier that is not interested in offering any solution.”

Helpful Report

Posted 6 years ago

Dear Ms Robinson. Thank you for your feedback. There are over 13,000 products on our website and unfortunately each manufacturer will describe a tap in their own way, pull out spray, pull out spout, flexible spray, etc.etc. All of these taps are clearly described on our site and any tap with a multifunction spray pattern will be clearly described. We also show multiple images and technical documents. If it states single spray pattern or similar then that is just a single softened, aerated spray pattern only. Whilst I appreciate it is not always easy to understand technical jargon, we do openly advertise our telephone number and have a team of experienced sales and technical staff to answer any question you may have before you make your purchase. We also recommend to all customers that on delivery they inspect the goods. Had the tap been inspected, you would have had 14 days to return it for an exchange or a full refund.

Posted 6 years ago

“2 Absolute No-No's achieved by Sinks-Taps.com (#2 much worse): 1) the sink arrived damaged with an area bent. My builders managed to straighten it without it showing. Unacceptable QC by sinks-taps.com 2) the delivery from sinks-taps.com was much worse - the delivery company was meant to text me a 2 hour time slot by 11 am and never did. When I called sinks-taps the manager went out of his way to be obstructive and try to "make me wrong" for wanting to know a time window. The window for the whole day was until 6pm, and I never had an idea when the driver would come, so I stayed at the site the whole day. At 6.45 pm, out of hours, the driver call and dropped off the sink. I found the attitude of the sink-taps.com manager so nasty and rude, instead of chasing down the time window for me, he spent his energies arguing with me to explain why I was "wrong" to want to know the time window that they had promised me. I would suggest "Never do business with sinks-taps.com" - because of the management's terrible customer service attitude.”

Helpful Report

Posted 6 years ago

“Their delivery logistics and customer service stink. I have been unable to even receive the order placed with them, and cannot get any sense from them or from the delivery firm, DPD”

Helpful Report

Posted 6 years ago

Hi Bob. Really sorry to hear you are not happy with the service you have received from us or from DPD. I have looked into the problem and it would seem you used the DPD APP on your phone which diverted the delivery from your home address (as we had booked) to an address you had previously used (a local store). When the local store delivery failed DPD routed it back to your home address for today. If no one was home today, they would automatically attempt to redeliver free of charge. I'm not sure why you claim you cannot get any sense from anyone as we have a record of you speaking at great length to Peter this morning on live chat. He helped you on live chat whilst also talking to DPD on the phone and relaying the information as described above.

Posted 6 years ago

“Poor refund”

Helpful Report

Posted 6 years ago

Hi Irena Thank you for the comments and feedback. We can clarify the situation regarding your return. We delivered a Granite sink on the exact day you requested and afterwards you decided you had ordered the incorrect model. We opened a return request for you and provided a full refund of the cost of the sink (without any additional charges). Due to the number of returns processed we do specify that an actual refund can take up to 30 days. However, on many occasions the refund is processed back into your account before this date. We are sorry you feel our service warrants a 1 star review, in particular when we delivered a Granite sink at the lowest price on the internet, to your home address within just 48hrs!

Posted 6 years ago

“Dear Richard, I contacted your colleague to verify if the product I purchased online is indeed a Reginox product. No where on the package and on the technical description the product brand is mentioned whilst the technical description online does clearly show the Reginox sign. I only called to verify and your colleague reacted offended and mention in his own words that I am accusing Kad Group Limited of fraud. Your colleague has reacted unprofessionally and was rude, it was a highly unpleasant telephone conversation. He did not even had the courtesy to email me personally. An apology would be in its please. Kind regards Michael”

Helpful Report

Posted 6 years ago

Dear Michael. Firstly may I apologise if you felt your call was not dealt with in the correct manner. I have met with Simon who took your call and he did confirm he asked you whether you thought the product we sent you was a counterfeit item as you were questioning the fact the product came in plain packaging. I really don't think he meant this in a way that you thought and was trying to clarify your concern. The technical specification sheet online has been produced by our own in-house marketing team as Reginox do not actually produce anything. However, I can see how you would look at this and then see the item was delivered in a plain box and clearly didn't have any Reginox branding. We are a business that has supplied 100,000's of customers over the years and it is always disappointing to receive a negative review. I have spoken to Simon and made him aware that he must deliver his comments and questions in such a way that the customer understands and doesn't take offence too. I will also send an email to Reginox to see if they are willing to re-box all their waste adaptors or at least put a Reginox sticker on them. In the meantime, please accept my sincere apologies and I hope this experience hasn't stopped you potentially trying us again in the future. Kind regards, Richard.

Posted 6 years ago

“You never delivered the goods on the specified date - and still waiting,”

Helpful Report

Posted 6 years ago

Dear Mr McDermott I think you may have made a mistake leaving us a 1star Review! You placed your order online for a Ceramic sink on Tuesday Evening. During checkout, you selected the FREE DELIVERY option which states delivery is an average of 3-5 Working days. On Thursday, our Customer Services team emailed you notification that the specialist delivery would be with you on Monday 17th (4 working days) along with the requirement to be there to accept and inspect the sink. As we are more than happy to accept negative reviews when we have made a mistake or let a customer down, in this case we feel your 1 star star review doesn't reflect the service or situation you have described. We would be grateful if you could revise your review accordingly? Although we are closed on a Saturday we also had a member of staff try to contact you this morning on both your home and mobile number. There was no reply on either number so hopefully you will pick up this response over the weekend. You can try LIVE CHAT on our website over the weekend to speak to a member of staff for further info.

Posted 6 years ago

“cannot track orders when items are bought as a guest - not all people want to have another password to remember - I should be able to track my order by using email address and order number!”

Helpful Report

Posted 6 years ago

Hi Lee Thank you for your feedback and comments. You are actually able to track your order details by either calling our Customer Service team or using the LIVE CHAT facility that is usually operational 7 days a week and available up to 9-10pm. The website does warn you when placing the order, that if you don't create a simple password you wont be able to track the order online afterwards. However, we take all feedback onboard and will consider any changes to the system that we feel necessary to improve our customers experience. I did call you earlier today to discuss the issue so I could fully understand your complaint and will feed this conversation back to the relevant team. Kind Regards, Richard.

Posted 6 years ago

“worst company ever dealt with paid £19 for delivery then after repeated phone calls told no go manager hung phone up on us and when we rang back refused to speak to us”

Helpful Report

Posted 6 years ago

“Their customer service is awful. They don't phone you back, they don't respond to complaint e mails, when you do speak to them they accuse you of phoning up for an argument. Don't be sucked in by the 'family run business' - a really unpleasant company to do business with.”

Helpful Report

Posted 7 years ago

Hi Mr Osborn We are indeed a family run business (that we are proud of) and have thousands of positive customer reviews. However, that doesn't mean that we will please 100% of our customers 100% of the time. On a very small number of occasions we have customers, such as yourself who are not happy with the service we have provided. We apologise if you felt the way we dealt with your problem wasn't up to standard. The main problem, which you haven't mentioned is that you accepted a ceramic sink on a specialist delivery service that required you to inspect the sink on delivery and sign to say you have specifically received the item in perfect/undamaged condition. We also send out numerous emails before the delivery to advise that you MUST check the sink and do not simply accept without checking it first. Almost two weeks after taking delivery and signing the drivers delivery note to say you had received it in perfect condition, you then reported the sink was smashed! We attempted to get the delivery company to accept a claim but they responded by saying the delivery was signed for and that the sink had been on your site for almost two weeks and could have easily been damaged there. It is paramount that customers take a few minutes to just open the top of the box and check the ceramic product before accepting. Checking our system, we did miss a call back on one day due to high call volumes but we did speak to you the following day. We can also see that your complaint was upgraded and you spoke with the Managing Director. Again, we apologise if your were not happy with the service and the outcome of the issue but looking at our records we did and have done all we can to try and resolve the problem.

Posted 7 years ago

“I did not read the email about checking product. BIG MISTAKE. When builders took sink off pallet and unwrapped it, they found the yellow a4 note about checking the product before signing for it and a sink in pieces. Delivery was quick, but the driver did not put item where I asked him to. Customer service post sale very clear about it being my fault for not checking. No refund for item or delivery, no returns allowed for broken sink. Please check item no matter how rushed your delivery man appears to be.”

Helpful Report

Posted 7 years ago

sinks-taps.com is rated 4.7 based on 4,963 reviews