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

“Do not order from this website. I received my radiators 5 months after the job was completed. One joke of a company. 😡”

Helpful Report

Posted 1 year ago

Hello Zulfikar, Thank you for your review. I am sorry to hear that a couple of items on your order were delayed. I appreciate that any delay to an order is of course frustrating, we always do whatever we can to minimise any delays. Unfortunately, there can occasionally be unforeseen delays beyond our control, that despite our best efforts we are not able to prevent. I can see that the items were out of stock when you placed your order, which we confirmed at the time and in a follow-up email. We have also kept you updated with the expected due date, as we have been made aware. At any point since placing your order, you were able to cancel/amend your order as necessary, we did not receive any responses from you so we were not aware of any issues or upset you were experiencing. If you need to, you can return the items free of charge, for a full refund, through our limitless returns policy. Please contact us on 0333 006 8227 sales@ukradiators.com to arrange this. Kind regards, James

Posted 1 year ago

“Poor quality and unprofessional service”

Helpful Report

Posted 1 year ago

Hello Zara, I am so sorry to hear that you are not happy with the quality of items on your order. I can see that we have tried to contact you by phone and email, asking for further information and if necessary, to arrange a free return for a refund. Unfortunately, we have not heard back from you at all. Please do get in touch with us when it is convenient so that we can assist you with your order in the best way. sales@ukradiators.com 03330068227. Best regards, James

Posted 1 year ago

“very poor delivery”

Helpful Report

Posted 1 year ago

Hello Jonathan, I am sorry to hear that you are only able to give one star based on your experience. Thank you for your time earlier when I called to find out what had happened with the delivery. I am sorry to hear that the driver from the courier company was rude and that he needed some assistance from you. As mentioned we will feed this back to our account manager, and it has already been reported to our company directors so that they can keep a log of issues with certain couriers so that the company is best represented, with the best service, over all aspects of the ordering process. We are aware that this courier is bringing in some improvements over the summer, many of which we have been pushing for, which should help improve their service. Please let us know if there is anything else that we can assist you with. Kind regards, James

Posted 1 year ago

“told delivery tues then wed then thurs told various excuses marked as delivered wasn't put in van etc various people told me different things all not true cancelled in end and asked for refund still waiting!!!! 🤬🤬🤬🤬”

Helpful Report

Posted 2 years ago

Hello Carol, I am very sorry to hear about the issues regarding your delivery. I fully understand that it is upsetting and frustrating when a courier is advising they will do something and then does not fulfil that, meaning you are waiting for no reason. I can see that we did chase this often with the couriers and passed on the information that they provided to you. Unfortunately, the couriers have been overloaded with parcels due to the bank holiday weekends, which has caused a delay in some areas. We are aware that this courier is bringing in major updates to their system which are being rolled out across the summer to significantly improve the tracking so that things like this do not happen again, with us and you being let down. It is something that we have been pushing for for some time and is finally coming into place. I can see that your refund was processed within 1 working day of your request to cancel. Once again I apologise for your negative experience, although I hope you can see that we did everything that we could and kept you informed of the progress and details given to us throughout the order. Kind regards, James

Posted 1 year ago

“My Radiator still has not been delivered which is really disappointing they don't keep in contact giving you a rough idea of delivery. So far not good will write a review when I get the radiator”

Helpful Report

Posted 2 years ago

Hello Paul, I am sorry to hear that your radiator did not arrive as expected. The radiator that you ordered has a 1-3 day delivery window, this is stated on the website and also on your order confirmation email. We dispatched your order the following morning and you would have received a dispatch notification email to confirm this, containing the tracking details so you can follow the progress of your delivery. I can see that unfortunately the radiator was lost in transit with the couriers. Whilst this does not happen often, I appreciate that it is very frustrating when it does occur. It can be for reasons such as the label becoming detached/damaged and they are then unable to advise who this is for. Unfortunately, we did not have any further stock of this, and therefore we offered for this to be put on backorder, the offer of an alternate size, or a full refund. I can confirm that we have processed the full refund as requested. We periodically review our couriers, as whilst we are not directly responsible for the delivery ourselves, we understand that we appoint the delivery company, and appreciate how delivery is a vital part of the online ordering experience. Whilst this does not help this current situation, I can advise that updates are being made to the system with Tuffnells, to significantly improve tracking. This is something that we have been pushing for, for some time and will be coming into place across the summer. Please let us know if there is anything else we can assist with. Best regards, James

Posted 2 years ago

“Radiator delivered had a dent at the bottom which was only noticed when the fitter was on site and ready to install. Too late to return. The actual package had no dents in the box so the radiator was clearly faulty when packed. Good quality control before delivery would have avoided this. I’ve never received damaged goods from Amazon over the hundreds of items of all sizes and type received. WHY IS THIS BEYOND UK RADIATORS.”

Helpful Report

Posted 2 years ago

Hello Roger, I am sorry to hear that you have found some damage to your radiator. For every order placed, we send a text message to advise that you check items upon delivery to ensure they are suitable and as expected. Whilst we wouldn't expect damage, it does allow time to get this rectified before a trader arrives should this be the case. We do however understand the frustration this has caused, as the radiator has been installed, we can offer a 10% refund as a gesture, and some touch-up paint to help cover any damaged paint. I will arrange for this to be processed and you will be emailed to confirm this. Kind regards, James

Posted 2 years ago

“I spent £££ on two electric radiators. One of them didn't work and UK Radiators spent days asking me completely irrelevant questions by email and not replying to my messages. finally, a replacement arrived and that was also broken. The whole sorry process started again but this time I heard nothing for days. The only way I finally got it resolved was by contacting the manufacturer directly. I now have two working radiators (months after I bought them). The final radiator that arrived was badly scratched and dented but i needed to fit it as the room was freezing without it.”

Helpful Report

Posted 2 years ago

Hello Andrew, Thank you for your review. I am sorry to hear that you had an issue with one of the radiators on your order. I can see that you contacted us to advise of the issue, which we passed to the supplier for them to investigate. We passed on their suggestions and requests for more information to you so that they could try and get this resolved, with as least amount of inconvenience to yourself, and with the hope of not needing to have this replaced to save you having to have the radiator removed and swapped with a different one. I can see that each time you contacted us, we relayed this information straight away, and responded either the same or the following day. There was a longer delay at one point, however, we had advised you that the supplier was experiencing delays with their systems. I do appreciate that a faulty radiator in winter is not a pleasant experience for anyone, which is why we did what we could to help as much as possible, whilst following the supplier's procedures. Once you had made us aware that there was an issue with the replacement, we again contacted the supplier, who advised us that you had also contacted them directly (within the same hour of contacting us) and that they would liaise with you directly to get this resolved. I apologise that we did not pass this information on to you, however, we believed you were both in contact with each other directly. We will take your comments on board, to see if there is any way we can improve in the future. Kind regards, James

Posted 2 years ago

“Sorry to have to do this because the initial sale and delivery was great. However I had some damage on a top grill of the radiator. I AM STILL WAITING FOR A REPLACEMENT. Several weeks later, I have been told twice that it is coming from the supplier on the next day last time was 2 days ago still heard nothing from you . You want a good review !”

Helpful Report

Posted 2 years ago

Hello Michael, I am very sorry to hear that your order arrived with damage. I can see that a replacement top grille was processed as soon as we were made aware of the damage. Unfortunately, the replacement did not pass our quality control tests, so another was ordered from the supplier. This was placed on back order, as the supplier was waiting for more stock. I can see that this has since been delivered to you. As it was only the top grille affected, the radiator has still been able to be installed and used, with the top grille swapped over once received. Kind regards, James

Posted 2 years ago

“I haven’t received them yet, so asking to review the service even before they turn up. Seems as if the right hand doesn’t know what the left hand is doing.”

Helpful Report

Posted 2 years ago

Hello Richard, Our review invitations are automatically set to be sent to customers a period of time after their order is placed. I can see that part of your order has been delivered, with the remaining items due to be dispatched tomorrow, as advised on your order confirmation. I apologise for any confusion. Kind regards, James

Posted 2 years ago

“Not impressed. Radiator accidentally sent to wrong address. It took over 2 weeks for UK Radiators to track down the radiator and issue refund. Would never use again.”

Helpful Report

Posted 2 years ago

Hello, I am sorry that you experienced what you felt to be a bad experience with us. From your communication with us, I can see that when the order was placed, that an old address of yours was used by you by accident, you made us aware of this a week after ordering by which point the order had already been dispatched. We queried this with the courier system, who had advised that the recipient at this address had refused delivery of this, and that it would be returned to us. We made you aware of this, and as you still wanted the radiator we advised that we would raise a replacement. Unfortunately we were now out of stock of this size, so we would have to wait for this radiator to be returned to us by the courier, so we could check it and re-send to your correct address. Returned items are not a priority for couriers, and within one week we had received two messages from you threatening us with Trading Standards and legal action if we did not dispatch your item or issue a refund. As we did not have the item back yet, we followed your request to raise a refund, one week after you advised us of the address issue. I am very sorry that we could not get this radiator to you quicker, however it stresses the importance of checking all details are correct before submitting an order, and also checking your order confirmation email. Best regards, James

Posted 2 years ago

“After being advised for the wrong product, then it took 2 weeks to follow up on how to return, and now 4 weeks I am still waiting for the refund. Extremely disappointed!”

Helpful Report

Posted 2 years ago

Hello, I am sorry to hear that there was an issue with your order and needed to return this. This review was the first that we had heard of this, and when we contacted you, you advised us that you had been speaking with the supplier for your radiator directly. Once aware, we checked with the supplier, and raised your refund on the same day. We hope that this has solved the situation for you, and re-assured you that we will do whatever we can to assist. Kind regards, James

Posted 2 years ago

“Appalling. Keep changing delivery for my radiator. Was due for dispatch 6th Jan . I was assured of this after a change from 3rd. It has been changed again to 18th Jan when my floor is due to be fitted next week! Appalling”

Helpful Report

Posted 2 years ago

Hello Caroline, I am very sorry that there has been a delay with your radiator. I can see that when your order was placed, that this was out of stock, with the delivery date to be confirmed. Unfortunately, there has been a delay at the ports on this container, which has moved the due date back, I do apologise. Whilst we do everything we can so that there are not any delays, there can unfortunately from time-to-time be delays beyond out control. We understand that any delay is frustrating, which is why we let you know as soon as we are aware, and give you the option to change to something different, or cancel the item if necessary. We will continue to keep you updated on any changes to this, and when the order is dispatched. Kind regards, James

Posted 2 years ago

“THE NEW HEATER FOR MY TOWEL RAIL HAS PACKED UP AFTER ONLY 2 WEEKS OF BEING FITTED”

Helpful Report

Posted 2 years ago

Hello, I am sorry to hear that you have an issue with the heating element, we are happy to try and get this resolved and send out a replacement if necessary. Since receiving your review I have tried to call you, and sent you an email but we have not heard back as yet. If you're able to get in touch with us please - sales@ukradiators.com / 0333 006 8227 then we can of course help to get this resolved. Kind regards, James

Posted 2 years ago

“I gind it hard to write a review when I've only received 2 radiator out of 6 .i paid in full at the end of November we are now in January and still no radiators yet you keep asking me for a review. Yoh shouldn't have taken my money if you can't deliver what I asked for.😡”

Helpful Report

Posted 2 years ago

Hello Glynis, I am sorry to hear that you have not yet received your whole order. I can see that when you placed your order, these radiators were out of stock, with an expected date in the lead up to Christmas. Unfortunately, there were delays to these arrival dates due to delays with the shipment arriving at the port. It is always unfortunate when a delay happens, and I appreciate that this can be frustrating. I can see that we have messaged you, as soon as we were made aware of the delay to keep you informed. If you would like to discuss this further, then please feel free to call me on 0333 006 8227. Kind regards, James

Posted 2 years ago

“Bought 3 rads and thermostatic valves one rad seems blocked and 1 thermostatic valve not adjusting. Phoned today. The agent sounded half sleep, had to repeat everything twice as he was not with it. Asked me to send video of valve not working, how can a video show a T valve not functioning, its a valve Also scratches on rads even though they were packed. Already paid to have them fitted who's going to pay to have them taken off and refitted. Not happy at all with the service up now.”

Helpful Report

Posted 2 years ago

Hello, I am very sorry to hear of your experience. Thank you for taking my phone call to discuss this further. I can confirm that we have raised your refund for the item that is not working. We will also be providing extra support to the team so that this is avoided in future. Best regards, James

Posted 2 years ago

“Unfortunately the rad that was due to be delivered on 23rd November still has arrived and it’s 12th Dec. May not get a plumber now as it gets nearer to Christmas. UK Rads don’t seem overly active about hunting it down. Parcelforce may have been effected by action but not for a while and it’s been sitting in their depot for an age and I can’t speak with them but the supplier can.”

Helpful Report

Posted 2 years ago

Hello Helen, I am very sorry that you have not received the radiator. Due to the incorrect delivery address being supplied to us, and the strikes with Parcelforce this has unfortunately caused a backlog with deliveries. You have asked us to have this cancelled and refunded, which we are in the process of raising. I apologise for the inconvenience caused. Kind regards, James

Posted 2 years ago

“Not sure why ive been emailed this. My radiator got lost.”

Helpful Report

Posted 2 years ago

Hello, I am very sorry to hear that there was an issue with the courier delivering your radiator, it is always disappointing to hear this. Whilst we do everything that we can to ensure this does not happen, unfortunately from time-to-time things do go astray. I can see that we raised a full refund within 24 hours of you querying this with us, as you did not require a replacement. Please let us know if there is anything else that we can assist with, and again I apologise for the inconvenience caused. Kind regards, James

Posted 2 years ago

“I bought 2 rads that were to be delivered 3 days later. Having builders on site and ready to do the job, this was important. One arrived and is a lovely rad. The other has now been delayed 3 times and likely to arrive some 2 months after the first. The builders have been and gone now... Maybe don't accept an order if you can't fulfil it?”

Helpful Report

Posted 2 years ago

Hello Arno, Thank you for your order. I am sorry to hear that a back-ordered item on this order has been delayed further than expected when you placed the order. Unfortunately, whilst we always try our hardest for there not to be any delays, there can in some instances be issues beyond our control which cause delays. I apologise that this is the case here. I can see that we have contacted you to advise of the delay, and provided you with options to amend/cancel the order if required, and we will continue to keep you notified of the progress, and if anything changes with the delivery / confirm the dispatch. Best regards, James

Posted 2 years ago

“Almost a month to deliver a radiator that according to their delivery timescales should have taken 5-7 working days. Seemed more interested in sending countless marketing emails rather than actually delivering the product that I had ordered. Emailed to find out what was going on with delivery and then had to chase again 3 days later to find out what was going on. The delays meant that I had to get the radiator installed as a separate job rather than as part of other plumbing works that I had booked in meaning additional costs incurred. I will never be using them again and I'd suggest that you don't either!”

Helpful Report

Posted 2 years ago

Hello Ian, I am very sorry to hear that your radiator took longer to be delivered than expected. Unfortunately the supplier had some issues which they had not made us aware of, I do apologise. Whilst we do not usually expect delays, unfortunately from time to time these can happen, which is why we always advise not to book any traders, until the item has been received and checked. I can see that we were able to confirm the delivery date to you, and that this was safely delivered on the new expected date. Kind regards, James

Posted 2 years ago

“No bleed valve included with the radiator which meant I had a trip to ScrewFix to obtain these parts which I should not have had to do. Contacted Customer Service and was asked to send a copy of my receipt and I would be refunded however that is not the point, all relevant parts should be in the package when delivered.”

Helpful Report

Posted 2 years ago

Hello Scott, I am very sorry that there was a part missing from your delivery. We do take every step possible to ensure all the correct items are received, just sometimes on rare occasions something like this can happen. Once you made us aware of the issue, we did offer to send a replacement out, or as you mention, pay for a part you obtain to rectify the issue sooner. We do understand that this has caused a problem for which we offer our apologies, we have also applied a discount to your order, which we hope goes someway to make up for the inconveniences. Kind regards, James

Posted 2 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