“I purchased the wrong valve, needed straight valves, instead ordered angle valves. I went to exchange these, however I was told they WILL not do this as the white recycled flimsy cardboard box it came had a little bit of dust on it. I explained the item was untouched and the recycled cardboard box can easily be replaced as it most probably worth 10p and they will have thousands of these to hand, but blatantly refused! Even though I spent thousands on radiators for the whole house. I am gob smacked at how petty they were! There was no common sense procedure used, absolutely shocking! Never ever again!”
Thank you for your feedback. We're sorry to hear you were disappointed with the returns process.
We appreciate your comments and understand your frustration. If you'd like to discuss this further, we'll be happy to help.
“Ordered a door, needed a smaller size due to change in measurements. To return and re order was crazy! To send back cost is £60!
Would not buy from here again”
Thank you for your feedback. We're sorry to hear you were disappointed with the returns process following your change in requirements.
We appreciate your comments and, if you'd like to discuss this further, we'll be happy to help.
Thank you for letting us know, and we are really sorry for the inconvenience caused.
We are getting back to you directly regarding this matter and will assist you further as soon as possible.
Kind regards,
Taimoor
Thank you for your feedback. We're sorry to hear your order didn't arrive, although we're pleased the refund was processed promptly.
We appreciate your continued custom and, if you'd like to discuss this further, we'll be happy to help.
“The item arrived broken, I called to be sworn at by the customer services agent, I was promised a replacement to arrive by 21st, and was advised by two member of staff (Rob - head of customer services) they would personally track the parcel and if any slip in delivery address i woukd be updated - no update received. I contacted late afternoon on 21st April to be promised a callback with an update - STILL WAITING!
I called first thing on 22nd April to ascertain what delivery issue is, again to be promised a callback from Rob or Lauren between 11am and 12noon - again STILL.WAITING!
I called back yesterday afternoon to be told by Lauren she had no idea she was to call back - she also promised that Rob woukd contact me this morning..... alas still waiting. While the tap arrived fit for purpose second time round the customer service has been abismil and I certainly wont be recommending or using this company again”
Thank you for your feedback. We're very sorry to hear about your experience and the level of service you received. We understand how frustrating this must have been.
We're pleased to see that the replacement tap was successfully received and that the issue has now been resolved. We appreciate you taking the time to share your comments, and if you'd like to discuss anything further, we'll be happy to help.
“Radiators did not arrive on the day that I booked, when the delivery did arrive it didn't include the 6 radiators, only the valves! The customer services team were responsive and said they would sort it. The radiators then arrived a few days later. A few days later, 6 more radiators were delivered (boxes very damaged). I then emailed again and they arranged for the extra radiators to be collected but when the delivery company came to collect they didn't know what they were collecting and the builder had a challenge to sort it out with the driver. What a pickle . Radiators yet to be installed so I can't comment here but the delivery was a pain!!”
Thank you for your feedback. We're sorry to hear about the delivery issues and the inconvenience caused by the damaged items and collection process.
We're pleased to hear our Customer Service team was able to assist and that the remaining radiators were delivered. We appreciate your patience and, if you'd like to discuss this further, we'll be happy to help.
“I ordered the wrong valve. I went ti exchange this however, I was told this was not possible as the recycled cardboard box the item comes in had some marks on it! I spent over £900 on my orders and was refused an exchange purely because a 50p recycled box the product came in, had some marks on it, how ridiculous is that?? A box that I'm sure they have thousands off just sitting there in the back and that was their sorry excuse for a refusal for an exchange, I thought the worker was having a laugh at first, but wow, never have I seen such poor of an excuse for refusal of an exchange. SHOCKING!”
Thank you for your feedback. We're sorry to hear you were disappointed with your experience and the outcome of your exchange request.
We appreciate your comments and understand your frustration. If you'd like to discuss this further, we'll be happy to help.
Thank you for your feedback. We're sorry to hear your radiator hadn't arrived as expected.
We appreciate your comments and, if you'd like to discuss this further, we'll be happy to help.
