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Taps Empire Reviews

4.8 Rating 1,595 Reviews

97 %

of reviewers recommend Taps Empire

Company Reviews

4.8

Based on 1,595 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

Visit Website

Phone:

0330 043 1254

Email:

sales@tapsempire.co.uk

Location:

9 Upminster Road South
Rainham
RM13 9YS

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Taps Empire 5 star review on 15th February 2024

Taps Empire 5 star review on 17th January 2024

Taps Empire 5 star review on 22nd November 2023

Taps Empire 5 star review on 13th July 2023

Taps Empire 5 star review on 13th July 2023

Taps Empire 5 star review on 20th April 2023

Taps Empire 5 star review on 17th April 2021

Anonymous

Anonymous // 01/01/2019

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

“I would never buy from this supplier… I would never buy from this supplier again. Goods arrived promptly and OK but family illness and resulting availability of plumber meant item not installed as originally planned. It was then discovered that the item was unsuitable for our location but as we were outside the 14 day returns period, they totally refused to accept any Return goods, despite our explaining valid reason why the install was delayed. Very poor Customer Relations”

Posted 1 month ago

We genuinely try our best to accommodate customer requests. However, since you contacted us to return the order delivered 4 weeks ago, unfortunately we were unable to accept your request.

Posted 1 month ago

“I ordered 2 bristan echo taps both of which arrived with NO grub screws with which to affix the tap to the brass body! Contact with the company was impossible by phone and the returns policy leaves a lot to be desired. I am 😟”

Posted 5 months ago

We are sorry to note that the item received by you is missing a part. In case of any shortages, we can either arrange for the replacement part(s) to be sent to you or arrange for the complete product to be collected for a refund/exchange as preferred, if we are informed regarding the same in a timely manner prior to installation. As we have not received any communication regarding this order prior to this feedback, we hope you appreciate that we have not been given an opportunity to resolve the matter for you. Please call or email us with details of your order, to enable us to arrange the replacement parts or a refund/exchange promptly.

Posted 5 months ago

“We received a damaged £95 Burlington toilet seat and because we were on holiday when it was delivered and couldn’t check it within their timeframe they refused to exchange it. The integrity of the toilet seat is compromised so we are literally flushing £95 down the toilet because it cannot be used. Our entire order value was £400+ but there was no goodwill whatsoever. Go to a reputable dealer and do no use this company would be my advice.”

Posted 7 months ago

Sorry for your experience, but damages need to be reported within a reasonable period of time. To avoid such situations, we reiterate this online, by emails as well as by text message. Unfortunately, we are unable to offer a replacement in this instance since the goods have been on site for a month before reporting the issue. In all fairness, most reputable online retailers use insured delivery services, but the couriers are unable to accept liability for deliveries completed a while ago.

Posted 7 months ago

“Terrible! Send faulty goods and then won’t refund your money. Please don’t but from this site it’s a scam. Refusing to refund an item that was never opened but apparently is broken when returned. Refusing to cooperate and blamed the courier company for damage in transit - yet the packaging is perfectly intact! This way they keep my money in full and I may or may not get partial compensation from ParcelFOrce. It’s a scam!”

Posted 10 months ago

We send all our courier parcels packaged securely into outer boxes fully insured so that the customer receives them in perfect condition. You requested to return the product as it was not suitable for your needs, and the item was delivered back to us by Parcelforce, but the seat was broken. We advised you regarding the damage on the same day and supplied photographs showing the packaging and the damaged seat, which is available to inspect/collect. Based on the damage to the corner of the seat, it seems that the parcel was dropped in transit. We have received your email stating that you have initiated a claim with Parcelforce and we shall provide all the requested information as soon they get in touch. The damaged item, in its packaging as received, is available for the courier to inspect/collect.

Posted 10 months ago

“Taps didn't arrive after 10 days, four phone calls later and numerous emails they agreed to refund. More frustratingly it was the lost time which we couldn't get back.”

Posted 1 year ago

We sincerely apologise for the inconvenience caused in this regard. After days of chasing up Parcelforce regarding your parcel's tracking updates, they informed us that as they were unable to locate the delivery address, the parcel is being returned back to us. We accept that this has been unreasonably delayed and shall process the refund as requested by you. Once again, sorry for all the trouble, as we have been seriously let down by our courier this time.

Posted 1 year ago

“I ordered a toilet seat. First one delivered was damaged. I was promised collection of faulty seat when replacement gets delivered. Then they said: “get rid of it yourself”. I had compatibility issues / questions and was just fobbed off to talk to Ideal Standard directly. That took a while. When I asked for different spec replacement / refund they said: “too late, 14 days return policy”. If you get the correct item undamaged, fine. If you require “customer service”, not recommendable.”

Posted 2 years ago

Sorry for the lack of clarity in communication regarding collection/disposal of the damaged seat. Although the damaged seat would have usually been collected, the manufacturer decided against collecting the same due to the current circumstances and hygiene reasons. Regarding compatibility, we had to refer you to the manufacturer since it was impossible for our team to establish the correct seat suitable for your pre-installed toilet without knowing the exact SKU of the toilet pan installed. We genuinely try our best to achieve 100% customer satisfaction, and hope you appreciate the specific limitations in this instance.

Posted 2 years ago

“Avoid this company at all costs, there is a reason they are cheap, they send seconds with minor cosmetic damage then when you return the items they claim its damaged due to the poor packaging they provided. 4 months later I have no shower and no refund thats theft!”

Posted 2 years ago

As stated in response to your previous review, please note that we only sell brand new goods. Sorry you feel this way, but the product returned by you was damaged in transit by your courier Parcelforce, we highlighted the damage to the delivery driver, we sent you images of the damage immediately, you filed a claim for the damage with Parcelforce and we provided all the information requested by Parcelforce in a timely manner. As advised, the damaged item is available to inspect/collect from our premises. We process numerous returns every week, and all products received in their original, unused, re-saleable condition and packaging are refunded promptly.

Posted 2 years ago

“I’m afraid 5 days later I am still waiting for your courier company Twc to deliver”

Posted 2 years ago

As per APC, they left a missed delivery card to tell you they tried to deliver your parcel. Nevertheless, we have sent you the tracking information by email to enable you to rearrange delivery of the parcel.

Posted 2 years ago

“Not trusted as an online retailer with a returns policy of only 14 days.”

Posted 2 years ago

“Avoid, deadful company, no returns policy. Will not refund anything or return goods. Just straight theft. DO NOT BUY FROM HERE. I CANNOT STRESS THAT ENOUGH.”

Posted 2 years ago

“Dreadful company, they sell second hand damage equipment and then refuse to give a refund when its returned, total scam company from a backroom in Bradford. I wouldn't be surprised if it's run out of a transit van.”

Posted 2 years ago

No offence to Bradford, but our showroom is based in Rainham, Essex and we only sell brand new goods. Crossed wires?

Posted 2 years ago

“Awful company with awful customer service. Awful attitude on the telephone. I wish I had read their replies to reviews before ordering as the tone of reply is disgusting...says it all really. They will do anything to try and prove the customer wrong instead of just being helpful. AVOID!!”

Posted 2 years ago

We are sorry if you feel this way, but your order was delivered to you directly from the manufacturer at your preferred booked in date over 5 weeks ago. Due to the fragile nature of the products, we strongly advise customers to inspect and report damages or any discrepancy ASAP. To avoid disappointment, we reiterate this during the online order process, emails and by SMS. All deliveries are insured against damage, but the couriers do need to be notified in a timely manner. Unfortunately, the manufacturer was unable to offer a replacement since the item had been on site for 5 weeks after delivery. In all fairness, all major bathrooms retailers have similar terms and conditions in place due to the nature of the products. Sorry for the inconvenience caused in this regard.

Posted 2 years ago

“Absolutely despicable company who prevented me from getting a refund on one item by refusing to provide details of their supplier. Having spent thousands on items from 5 different suppliers for 3 bathrooms, Taps Empire was the only supplier who not only refused to accept a refund but prevented us from getting a refund from the manufacturer too. Also, the only one of the suppliers who used a spurious e-mail address as form of contact effectively hiding who I was dealing with. I will never use this company again and advise anybody to avoid them at all costs as their after sales customer service is appalling.”

Posted 2 years ago

Dear Mark Your order was delivered on 7 October 2020 and you contacted us on 4 July 2021 to return a vanity unit which was far too big for your available space. Since we were contacted after over 9 months, we were unable to accommodate your request for the return. You confirmed that you had liaised with the manufacturer directly and they had agreed to accept the unit back, and asked us to confirm the name of our supplier. Due to data protection reasons, we were unable to provide the requested information unless we had the authorisation in writing from the manufacturer. However, rather than providing the authorisation, you replied stating that you will leave negative feedback so that other consumers are aware of our poor customer service? Sorry you feel this way, but we have to respect data protection regulations and can therefore not forward a third party's details without authorisation. Furthermore, we fail to understand your comment about a "spurious" e-mail address. We offer customers the option to reply to the order confirmation email or use the Contact Us page online, whatever is easier for the customer. To maintain high standards, we utilise a unified email communication system which enables the first available team member from the Customer Service Team to address any request. Our system results in higher efficiency, as the customer does not need to wait for any specific team member to reply. In all fairness, 97% of reviewers recommend us and we genuinely strive to achieve 100%, but we have to try our best within the appropriate policies and restrictions. Yours truly Tim

Posted 2 years ago

“Absolutely shocking service, sold a tap 3 months go with a missing part (identified by the plumber during fitting so not possible to return as unopened) and still blames the manufacturer with no replacement missing part or partial refund after it had to be installed by a plumber and sustitute the missing part. Customer service is slow and useless and you can not blame everything on Covid19”

Posted 3 years ago

Sorry for the inconvenience. As you would appreciate, Grohe advised that they do not stock said part and that COVID related delays were possible to obtain the same. They suggested that the product could be returned for an exchange or refund, but you decided to install the item. Unfortunately, production times for the spare are beyond our control, and the part has already been ordered for delivery at the earliest..

Posted 3 years ago

“After asking to choose a delivery date, I was told this was not a problem and to email my request. Unfortunately I was ignored, and the bath was delivered within two days. It was dumped on the front drive. My plumber came two and a half weeks later to find the whirlpool bath, which had been stored in the corner of the sitting room, damaged with scratches. When I rang and emailed to explain the situation I was advised that neither they nor Frontline, the manufactures, were not going to do anything. I saved for a long time for my bath, as I need it for health reasons. I’m disgusted with Taps Empire and Frontline. They delivered a damaged item and are taking no responsibility.”

Posted 3 years ago

“While the taps I ordered arrived promptly the customer service I recieved has been appauling. The taps arrived while I was in hospital giving birth to my daughter prematurely. We delayed the bathroom installation by 2 weeks as a result and when the plumber came to install the taps we dicovered the mechanism was designed in such a way that is crashed into the waste of the bath and hence was not fit for purpose. While I was aware of the 14 day return policy when I purchased the taps I had hoped for a little flexibility given my unexpected circumstances. I was even prepared send the taps back in a fully re-salable condition and accept an exchange for a less valuable tap that would work with our bath. Unfortunately there was no flexibility and no consideration for my unexpected situation. I appreciate it is against their standard policy but every company has the possiblity to demonstrate some kind of concience and felxibility if they choose to do so. I would also note that this company is selling bath taps with pipes attached which are very narrow and will therefore be very slow to fill a bath. Make sure you double check all the specification details before purchasing anything! Overall I would not recommend purchasing anything from the company if there is any possibility you may need to return the product.”

Posted 3 years ago

“Shocking customer services, We ordered a new shower, Had to wait for a plumber to come out to fit it during COVID, the shower was the wrong one so i emailed to send it back to be told cant return anything after 14 days. We had it for 18 days. With a global pandemic and having to wait extra time for people to come out this is unbelievably bad service. Do not touch this company”

Posted 3 years ago

“Quick delivery and kept well informed but major issue when we discovered the bath had been damaged in transit. We had not inspected the product on delivery and it got put into the spare room for a week until the plumber came. Plumber discovered the bath had been cracked and broken. Contacted customer support but their stock reply is that we should have reported it with 2-3 days so they will not offer a replacement or a refund. So much for statutory rights. No option for us but to go to the small claims court. Be warned!”

Posted 3 years ago

As you might appreciate, we specifically requested you by email and over the phone to check the goods and report any damages promptly due to the nature of the product. Unfortunately, you informed us 10 days later regarding the clearly damaged packaging, even stating that "damage to the bath sustained was unsurprising". Nevertheless, we did raise this issue with the logistics provider, who confirmed that their driver would not have delivered the item such a poor state. In view of the fact that the item now appears clearly damaged/broken from one side, as requested on numerous occasions, had we been informed immediately, we would have been more than happy to get the same collected/exchanged.

Posted 3 years ago

“Item was ordered in good time to meet my plumbers needs. No communication from them when it didn’t arrive as expected. Had to call to ask and was told it was taken to the wrong distribution centre. Had to put unhappy plumbers on hold and has meant our bathroom will be out of action for more time.”

Posted 3 years ago

As you would appreciate, your order was despatched promptly but was delayed in transit by the courier due to COVID-19 related restrictions. Sorry for the inconvenience caused due to the current exceptional circumstances beyond our control.

Posted 3 years ago

“Sink delivered without fittings and therefore had to cancel plumber who had been booked to fit it. Customer services refused to provide any recompense and tried to shift blame to a supplier. Plenty of other companies available with better customer services!”

Posted 4 years ago

Sorry for the inconvenience caused due to the picking error. While most orders are delivered accurately, we accept that human error is not completely avoidable. Once again, please accept our sincere apologies for your disappointment.

Posted 3 years ago

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Taps Empire is rated 4.8 based on 1,595 reviews