Name: UKRadiators.com
Address: UK Radiators Ltd, Unit C Caxton Court Newcomen Way, Severalls Business Park, UK Radiators Ltd, Unit C Caxton Court Newcomen Way, Severalls Business Park, Essex
Rating: 4.73

“Purchased a Typhoon Anthracite in October this year to replace an old existing radiator. It couldn't heat up a dolls house. Absolute waste of money.”

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Posted 2 years ago

Hello Andrea, Many thanks for your 5-star review. I am so pleased to hear that your shopping experience with us has been positive and I hope you are very happy with your purchase. Please do not hesitate to contact us should you require any further assistance, at any time, and we would be happy to help. Kind regards Jess

Posted 2 years ago

“Received damaged, couldn’t wait for a replacement, luckily mark was at rear so couldn’t see it fitted. However after emailing the company I was contacted and received a part refund, rad is up and running, has great output and looks good. Damage not visible and likely been done by carrier. would use company again.”

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Posted 2 years ago

Hello Gary, I am sorry to hear that the item has arrived with some damage. If you had time, then we would of course had this replaced. I hope that the discount provided goes some way to making up for any inconveniences caused. Kind regards, James

Posted 2 years ago

“Over 8 months to deliver a radiator!!!! The customer service was shocking and rude when i phoned them up. So would strongly suggest only placing an order with them if you want a radiator sometime in the next 5 years”

Helpful Report

Posted 2 years ago

Hello Jay, I am very sorry to heat that your order for the radiator was delivered later than originally scheduled. I can see that we kept you informed of the changes throughout, however I appreciate that it is frustrating when an order is delayed. I hope that the goodwill discount provided goes some way to making up for the inconveniences caused by this delay. Kind regards, James

Posted 2 years ago

“Worst experience ever, I placed my order on 15/05/2022 I received my order 26/08/2022 more then three months after my order which stated on my orderd email conformation will be available for dispatch 01/06/2022 when I called to ask where my product was middle of June you informed that one part was in and one was out of stock when both come in you will the. Dispatch. I then called again in July to tell me that the other part has now come on but your now out of stock of the other item which Bemuses why you had a pending order and you didn’t hold that item. I did give up my hole I was ever going to receive me item which to my surprise I got a random email middle of august saying it’s ready for dispatch. The lack of communication about my order is disgusting I would never buy from your company again”

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Posted 2 years ago

Hello Ryan, Thank you for your review. I am sorry to hear that your order was delivered later than originally expected. There have unfortunately been delays with the manufacture and testing of the new thermostatic elements that were part of your order. I have listened to your phone call and can see we advised you that this was delayed. This was followed up by a further email at the beginning of August to advise the current situation and to provide you with options should this not be suitable. It is always frustrating for everyone involved when items are delayed, however, sometimes this is beyond our control. We will always advise customers if this is the case, and give them the option to change, cancel or wait for their order. I am sorry that this has left you disappointed, this is of course not our intention. Please let us know if there is anything else we can do at this stage to help with your order. Kind regards, James

Posted 2 years ago

“First radiator arrived damaged, so a new one was agreed. Was told on numerous occasions that it was on its way, only to find out that this was not the case. After chasing many times, eventually a replacement arrived , and this was also damaged, albeit minor damage to a side panel. A replacement panel is on its way, ( so I am told). So I await to see if this arrives intact. Poor product, poor shipping, and poor communication. Will not use again”

Helpful Report

Posted 2 years ago

Hello Mark, I am very sorry to hear of the issues with your order. It is always disappointing and frustrating when a delivery arrives with damage. I can see that a replacement was processed for this and that our QC checks, unfortunately, flagged the replacement as unsuitable, therefore we had to arrange for another to be sent from the supplier which caused a delay. I do apologise that this delay was not relayed to you, we are making a change to our system to improve on this should this situation arise again. I can see that the replacement panel was delivered to you successfully within the last week. Please let us know if there is anything else that we can assist with. Kind regards, James

Posted 2 years ago

“Hello, The product was ok, but I had to return it because the fit was not right. And this was a very unpleasant experience, and due to this, I will never ever order again with UK Radiators. What happened is that during the return pickup, UK Radiators shipping company, called uffnells, took away a 35kgs brand new vertical radiator instead of the 1kg small package they were supposed to take away. I was not on site at the time, my builder was but the shipping company had no idea what they were supposed to pick up. I am very surprised by the unprofessionalism of UK radiators shipping company. After few days, the same company returned my radiator, but it was heavily damaged, because it was not handled with care. UK Radiators did not refund me for the damaged radiator, offered a small discount of future purchase, useless because they do not sell vertical radiators. I am left with a damaged radiator and a very bitter experience shopping with UK radiators. They are plenty of other companies providing better shipping services. Victorian plumbing being one of them, I have no affiliation with them. I will stay away for UK Radiators for a very long time. Regards, Guillaume”

Helpful Report

Posted 2 years ago

Hello Guillaume, I am very sorry that there was an issue when returning an order from us. As you have mentioned, when the courier arrived the wrong item was provided to the driver, and a radiator that you purchased from elsewhere was returned to us. Once you notified us of this, we arranged for this to be returned to you free of charge. You were very concerned that the radiator would arrive back with you in a damaged condition, and even advised where you believed damage would occur. When you received the item back, you advised us that this had arrived back to you with damage, in the location you had expected, and that the item was brand new and unopened when the courier collected the item. Bearing this in mind, and that you supposedly had not opened the box prior to us collecting to see the condition, it is a possibility that the item was already damaged when we collected the item. We appreciate that this leaves you in a situation where you have an un-useable radiator, and as a goodwill gesture we offered you a discount for any order placed with us, and a link to a product the same as the item in query. Unfortunately, as mentioned, we are not able to refund you for an item that you have not purchased from us, to which you replied to say that you were not expecting UK Radiators to refund you. Therefore I am a little surprised to now see this negative review, and what it is you were wanting from us? If an item that you purchased from us arrived with damage, we would of course look to replace this, but we cannot be held responsible for the packaging of an item which was incorrectly handed to the courier, I am sorry. I can confirm that we have received the items back that you did order from us, and these have been refunded in full. Kind regards, James

Posted 2 years ago

“Ordered 3 radiators in early April and told after ordering I had to wait until end of May for them all to be delivered.end of May came and only 2 were delivered, I’ve since been told I’ll have to wait til August if I want the other radiator.”

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Posted 2 years ago

Hello Dan, I am sorry to hear that one of the radiators was lost with the courier, I understand that this is a frustrating situation. I can see that you have been liaising with our customer service team regarding possible replacements for this and hope that we can continue to help you with this. Kind regards, James

Posted 2 years ago

“My rating relates to the quality of products. I have now received 2 damaged radiators in the space of a week. The first was bent and the top guard damaged. The second has a damaged side bar. The response from the company was prompt and helpful. Although the radiator has to be returned before any refund can be made. This means having to repackage the radiator (quite a difficult task we needed 3 adults) and you need to be available for the courier to collect. I have retuned the first radiator on (Monday) and refund has not yet been made (Thursday). I am about to contact them to return the second, I will not require a third.”

Helpful Report

Posted 2 years ago

Hello, I am sorry to hear of the issue that you have experienced with your radiators. We always strive for radiators to arrive in perfect condition as your previous orders have, I apologise that this has not been the case in this instance. We will pass the images and feedback which you have sent onto the suppliers, with a look for them to improve their packaging so that this does not happen in the future. If you would like, we can arrange for a replacement with the item opened and fully inspected in our warehouse, then carefully repackaged with extra foam, bubble wrap and cardboard added to protect it further during transit. Please let our Customer Service team aware if you would like to proceed with this. I can see that your refund has been raised this morning. Kind regards, James

Posted 2 years ago

“Where do I start, I ordered 2 radiators got 1 happy so far, then was told I’d be sent the other in a month, ok small delay but ok,then a get another email saying it’s been delayed another month and then get an email for me to rate there service, it’s a joke, if you don’t have the goods in stock don’t sell them”

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Posted 3 years ago

Hello Iain, I am very sorry that one of the radiators that you have on backorder has been delayed further. It is always disappointing and frustrating when this happens. We always strive to keep customers aware of any delays and provide them with the option to keep the item on order, cancel with a full refund, or offer an alternative. I appreciate that this is not an ideal situation but we will always do what we can. Please do let us know how you wish to proceed with your order, I apologise again for the inconvenience caused. Kind regards, James

Posted 3 years ago

“Side panels and top grill keeps falling off”

Helpful Report

Posted 3 years ago

Hello Scott, I am sorry to hear that you are having an issue with your radiator. I have passed these comments to our customer service team who will be in touch to see if we can get this resolved. Kind regards, James

Posted 3 years ago

“Misleading product description meaning I did not receive what I thought I was purchasing.”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review. I am sorry to hear that you were disappointed with your product and felt that this did not match the product description. We will pass your feedback on to the relevant department for them to see if the description can be updated to be clearer. If you would like to return this item then please contact our customer service team who will be able to facilitate a free return for a full refund. Kind regards, James

Posted 3 years ago

“Can't review as it's eight days after purchase and it still hasn't arrived. You'd think the supplier might know that before asking for a review.”

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Posted 3 years ago

“Sadly poor support and service. I ordered a wrong valve and requested them to change but they wouldn’t claiming the goods are dispatched. Made no effort to resolve the situation. I had also explained to the company one day prior to delivery that I was disabled. The driver contacted me whilst I was in the shower. I called him back but by which time he left the radiators outside the house. He was rude and refused to return to support me. I requested U.K. radiator immediately and they were useless in helping me claiming they outsource delivery and that delivery company refuse to provide support.In the end I had to pay someone just to bring the radiators in to the house. Disappointed and will not be using the company again.”

Helpful Report

Posted 3 years ago

Hello Fatima, I am sorry to hear about your experience. I can see that your order had already been shipped when you advised the wrong valve had been ordered, in this situation as the item has already left us we are unable to change this, but advised it can be returned for free, for a full refund/exchange. It is disappointing to hear that the couriers left the radiators, they should not be doing this and we have raised this with them. We did try to get the courier back, as you know, however they were not able to return to do this. Please do let us know if you would like to return the valves to us. Kind regards, James

Posted 3 years ago

“I ordered a designer radiator from you and after a week still had not received it. The tracking on Tufnell said it had received it 6 days earlier but it was still in the receiving depot. Spoke to your guy who said he would have to check with Tufnell. I asked for a replacement to be sent on an overnight carrier but was told that he had to check with Tiufnells first. A day later (today) I am told that Tufnell can’t find it and that finally a replacement would be sent out. No mention of express delivery because of my wait or any sort of “customer service”. This company seems to have forgotten who pays their wages. Would it have been too much to send another out while checking where the original has got to? Clearly yes! Assuming it eventually arrives and it is not damaged etc I will fit it but it will be the last rad that I will buy from this company.”

Helpful Report

Posted 3 years ago

Hello Julian, Thank you for the review. I can see that we dispatched your order the day after you ordered it. When you advised us that this had not been received we investigated this with our couriers who advised us within 24 hours that this had unfortunately gone missing. Therefore we sent another radiator to you. I am very sorry that the initial order did not get to you successfully, we do have to follow procedures with the couriers if an item is missing, rather than just sending another, as often this can cause more problems if both are then delivered. Please let us know if there is anything else that we can help with. Kind regards, James

Posted 3 years ago

“Not received them”

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Posted 3 years ago

Hello Andrea, Thanks for taking the time to write about your experience with us. I apologise that your order hadn't arrived at the time of you leaving your review. I have checked the tracking of your order and can see these were upgraded by the courier to a Saturday AM service, due to the delay. I trust that everything was okay with the delivery as we haven't had any correspondence from you, however, I will be personally reaching out to you today just to check in. Kind regards, Zoe

Posted 3 years ago

“I have had to return 1 radiator on 3 separate occasions due to damage and defects. Although customer service have been polite and helpful the product is not fit for purpose (rust and dents).”

Helpful Report

Posted 3 years ago

Hello, Thank you for taking the time to write about your experience with us. I am sorry you received your order with damage, and the replacements arrived damaged also. Here at UK Radiators, we pride ourselves on our first-class customer service, and in this instance, we clearly dropped the ball. I can see that we did replace your order twice, and on the third delivery attempt the product was checked in the warehouse and had extra packaging applied before it left us to avoid any damage again but it was again, unfortunately, damaged in transit. Once again, I am sorry for the inconvenience caused and that we were unable to meet your expectations in this instance. If we can be of any further assistance, please don't hesitate to get in contact. Kind regards, Zoe

Posted 3 years ago

“There were no fixings with the radiator and there was also chips on the radiator. We parcelled it back up to send back but they would not let us send it back before we opened it again took pictures then re parcel it. Very poor customer service.”

Helpful Report

Posted 3 years ago

Hello, I am very sorry that your radiator arrived with some damage, this is disappointing to hear. This will be logged to see if any changes need to be made to the packaging. As explained at the time, it is common practice for photos to be sent to us before we can arrange any return/collection. I apologise if this was inconvenient to you, however, this is fairly standard when there is an issue when ordering online. Kind regards, James

Posted 3 years ago

“Really bad services to delivery and very late delivery and my order was not delivered and they was saying was and after all they found out the carrier didn’t delivered my order! Extremely disappointed”

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Posted 3 years ago

Hello Ordalia, I am so sorry to hear that there was an issue with the delivery and that the courier lost your parcel. I can see that we have sent another to you which has since been delivered. Please let us know if there is anything else that we can help with. Kind regards, James

Posted 3 years ago

“Radiator arrived on time with part of my order missing. My valves were incorrectly sent to Scotland. No comms about this, I only found out by chasing tuffnells/uk radiators when they didn't arrive. 3 days after my radiator arrived I still had no valves. Finally told on the 23rd December they would be sent out to me on the 29th December, and they couldn't get them to me before Christmas. So I spent Christmas with no heating in the living room, this was a not a family favourite. It's now the 31st December and I still have no valves. I spoke to tuffnells yesterday who said they would not deliver my valves before the 4th January as my package was on standard priority. This was new news as UK radiators said on the 23rd December that the package would be exspedited to me as fast as possible due to them sending them to the wrong location. So in summary I have a radiator I can't fit and had a cold Christmas. I have made numerous calld to be uk radiators who say there's nothing they can do and lied to me about when them my expedited to me for the soonest possible delivery. All round poor customer service.”

Helpful Report

Posted 3 years ago

Hello Rory, Thank you for your review, I am very sorry to hear that the valves were not delivered at the same time as the radiator on the 22nd December as expected. I can see from the history that these were mis-routed by the courier for which we can only apologise for on their behalf. As you say, we advised you on the 23rd that the courier would be re-directing these to you and informed us that due to Christmas and the bank holidays that their next day for delivery would be the 29th delivery, which we passed onto you. I can see that these were delivered on the 4th January due to the New Year, and again I apologise that Tuffnells were not able to deliver these sooner as they had informed us. Please let us know if there is anything else we can assist with. Kind regards, James

Posted 3 years ago

“Item went missing, said it was delivered on tracking. Contacted the company to discover their customer service less than abysmal. An apology was never made in back and forth communication. Refused to send a replacement until courier company had investigated, this took over a week.”

Helpful Report

Posted 3 years ago

Hello Sophia, I am very sorry to hear that there was an issue with the delivery of one of your items. When this happens and it is marked as delivered, then we do have to allow the courier time to investigate and come back to us with their findings, as often it is quicker for them to solve the problem than for us to send another item out to you. I can see that we dispatched another item to you within 3 working days of the issue being raised. If there is anything else that we can help with, please do get in touch with our customer service team. Kind regards, James

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	Greater than 94%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

UKRadiators.com Reviews