I ordered two back to wall toilets and two concealed cisterns together with flush plates. When the goods arrived the cisterns came complete with flush plates, so the additional ones I had ordered were surplus to requirements. Heat and Plumb refused to take these extra flush plates back on their own. They would only accept them back if I sent the entire cisterns and flush plates back (4 in total). I would then have had to re-order exactly the same item again, without the additional flush plates, which I found completely ridiculous. After several emails back and forth to try to resolve the matter in a pragmatic way involving some common sense I was advised to put them on Ebay! If this is customer service, heaven help us. I had a lot more bathroom items to buy so the orders for these went to their competitors.

Do not use this company, zero care of the customer. Hides behind small print and small print 'Terms and Conditions'. We ordered a few items from Heatandplumb and unfortunately one of the goods arrived damaged. Value £600+ Despite boxes being sealed and not opened and kept safely until the plumbers needed them, they were damaged in transit except we couldn't prove it. if you do order do more than peek in boxes. Get each item out and inspect for damage as trying to claim or change after 4 weeks was extortionately expensive and exchanges not possible due to stock unavailability. The items are likely to suffer from shipment damage because they are constructed with cheap chipboard and thin brackets. Tried many times to resolve no support given and company disputed section 75 claim with vigour. Go elsewhere just to deal with humans who care if their customers are suffering. I dislike writing these but feel completely let down.

Possibly the worst company I have ever dealt with, with regards to customer service. Sent a faulty product and then made me jump through hoops to return it (photo/video evidence, then denial, then acceptance). Dragged on for over 1 month before finally getting a resolution (after court threats). I would advise avoiding this company altogether. Customer service is non existant and they rely on the fact that you will just give up in the end.

They supplied an incompatible waste with my Villeroy & Boch tap. Look at Trustpilot where they admit to, and apologise for, their error. Even with this public admission of fault they refuse to exchange the incorrect part or change their website to avoid anyone else being caught out. They will SELL me a replacement. Duh.... There are plenty of companies selling the same range of products, buy from someone else.

They sent me the wrong item and for a almost a month I have been trying to return it, but each time they "organise" the collection, they find an excuse for why they couldn't collect it, thereby refusing to refund me until it's collected. No proof of organising collection has even been provided. No knock on the door or call to say they attempted to collect. I have a smart doorbell and there is no footage of anybody even approaching the door! I have taken multiple days off work, waiting ALL day for them to collect, at great financial expense to me and time I will never get back, which I value even more than the money. This is very suspicious behaviour, tactics that would be employed by company to delay or wear out a customer from pursuing a refund. I will be raising a case with small claims court.

Absolutely fantastic service, good quality. My second order with the company, delivered on time. Perfect.

Purchased two Hudson Reed illuminated bathroom mirrors which were initially delivered to wrong street. On locating and receiving the mirrors one was found to have a deep scratch to the glass which was reported to Customer Services. After a lengthy exchange of emails and two requests for photographs was advised no offer of replacement available as any such defects must be reported within 72 hours of delivery. Believe a policy such as this not to represent a reputable supplier and advise buyers beware.

After searching for ages online for a steel pressed bath, I came across this company. I thought I'd read all reviews and they seemed to be legit and customers wrote rave reviews. So I thought why not, arranged delivery for 01/04/2022 and booked the week off work, pulled the existing bath out and waited for the delivery, well it never arrived, a quick call to customer services had me wanting to pull my hair out, they couldn't help me as the courier company only man the phones till 5pm, my delivery was scheduled between 8am-6pm,so not helpful in the slightest. The only solution the person on the phone could come up with was that I should just wait to see if arrives, and they will contact me on Monday as they close over the weekend, great so I have no bath or facilities to use for the next 5 days as the soonest that they could action a re delivery is possibly Tuesday, when I explained that I worked Mon-Fri, that's why I had taken time off after booking the initial delivery day! She said that was the best they could do and if no one could take delivery I'd be charged a fee, honestly at this point I'm reluctant to believe that a bath will arrive as this feels like a not so legitimate business? So in the end I am going to have to go to a reputable company, buy another bath, and hope that due to their incompetence I can get a refund. Moral of the story of it sounds too good to be true it usually is. DO NOT USE THIS COMPANY!

I have bought a number of items from Heat and Plumb and was happy with the service. I have not previously had any issue that needed resolving or any need to contact the customer service until now. On this occasion we were delivered a shower tray, which on removal of the protective film was cracked. There was no damage to the outer packaging so it was when the plumber was due to fit the tray (around a month and a half post delivery) and the protective film removed that the crack was visible. I contacted customer service with photos of the damage but they have not been helpful in a resolution with this. With no offer of a repair or replacement. As per the Consumer Right Acts, 2015 I have requested they offer a repair or replacement but they have refused, so unfortunately it will mean a long drawn out process which I could do without. Very disappointed with service and would strongly recommend that you consider whether you can be bothered with the hassle if something needs resolving should there be an issue. Sadly, it has put me off ordering from HeatandPlumb again - I suppose you only get to see how good a company is when there is an issue.

To return cost me £58.80 . Reported to trading and standard department and they will be investing further. Do not put on chaat they lie to you and they don't send chaat email.

I have purchased over 5k worth of goods from this company over the past 3 months. Unfortunately I purchased and incompatible flush plate for a cistern and contacted customer services for a replacement. I offered to return the incompatible flush plate at my own cost. The company refused to offer the exchange as it was over 30 days. Very very disappointing. I will be taking my business elsewhere. A very disappointed customer. Heat and plumb sort yourselves out.

Please be very cautious of buying from this company. Similar to a number of reviews of HeatandPlumb we had an issue around returning an item. We purchased a mirrored bathroom cabinet. Inspected it on delivery and found no faults. After installing it we removed the see through wrinkled plastic coverings on the mirror and a chip came off with the sheet and there was a small crack also near it. These faults obviously happened before the cabinet reached us as there had been no issues at all our end. We contacted the company straight away with pictures and informed them. They said that they would not replace the cabinet as it had been installed and that we should have noticed the damage before installing. As the chip in the glass came away with the sheet it is impossible to see how we would have noticed this as it didn’t show. We shared all of these facts with the company and we have been back and forth with the company and the best that they can offer is to send us another cabinet if we pay them another £100 (and the cabinet was not much more than that in the first instance). We obviously do not want to pay for the item twice because of damage done prior to us having it. I have been really surprised at the disregard for our consumer rights and will be reporting the company to the Trading Standards Authority for this disregard. I would advise not to risk purchasing from this company without weighing up the risk of losing money if you need to return an item. Looking at other reviews there is a real reluctance to replace or refund damaged or faulty goods.

Be totally sure it's the product you want or you'll have to submit photos to prove its in pristine condition so they can just resell at no inconvenience to themselves and charge you an extortionate courier fee for the pleasure. Can't comment on the quality of what I returned as it wouldn't fit my existing fittings properly but the showerhead was really cheap and I'll probably be replacing that again soon as it's not great and definitely not a "power shower" but of course I can't even presume to try and return that because it's not in pristine condition Definitely won't be using them again

Sent out a broken shower tray. As it was not opened whilst we waited and waited for the shower glass that arrived wrong 6 weeks later, was told the shower tray could not be returned or replaced. Now 3 months on we are still awaiting for the couriers to take back the incorrect shower glass. Avoid this company at all costs. If you find they are cheaper, it will cost in the long run and if you do have a problem expect at least 6 people to pass on the issue. I have emailed and phoned at least 20 times now and get the same response each time, it is now in the hands of the so and so. Here was my last response. Hello, I am aware of the inconvenience it would be causing you, I had escalated this with the manager yesterday again and they have taken an action against this to resolve the issue. Hopefully, the collections will start soon. Kind Regards, Danniel Powers Returns Specialist

Great prices but absolutely shocking CS and aftersales. They use an Indian call centre where the staff have NO technical knowledge and read scripted replies. 1st problem. I placed an order on sat 9th and I booked a delivery for the Thursday 14th. Nothing turned up and after 1.5hrs on the phone it came to light they hadn’t placed the order with Coram directly. The items turned up the following week losing me a days wages on the Friday as I am a bathroom fitter. 2nd issue the delivery turned up with the incorrect waste totally different as per their website photo and description. It took over 3 hours trying to explain this issue to their staff. It was painful. They sent me a replacement and guess what, it was the same as the first and wasn’t fit for purpose. I went through the live chat, telephone and even FB. I spoke with numerous staff members and was offered nothing in compensation due to their incompetence. H&P lost me two days work and I ended up buying a different 90mm waste from ScrewFix. Suffice to say, I have 15 bathrooms booked in for this year and they will not be getting my business, I normally tell my customers to look at their website. I’ll go back to using Plumbworld. H&P you need to up your game, you need the customers more than they need you! Plenty of other sites offering 5-10% off.

I bought a sliding bath screen from them and the quality was absolutely terrible. After installing we noticed that water was leaking from underneath the screen onto the floor after one use and also that the sliding functionality was not working properly as it was very stiff and almost impossible to slide. I contacted the company regarding this and was told that as I had already opened and used it there was nothing they could do in terms of return/replacement/refund etc. I would not recommend purchasing from them at all!

purchased Nuie mdf water resistant gloss white side and end panels and received within 3 days of ordering.Installed 5 days later and within 2 days the upper edge of end panel where it abuts to bath tub lip as blown. Silicone sealant was forced into all joints with only the manufactured edges showing so water cannot enter to back of panel which is not vinyl wrapped, No problem,it has a 5 year warranty contacted Heat and plumb and reply I got back is the problem is caused by water ingress. What load of rubbish the bath as been used twice so much for water resitance its total garbage cheap and nasty, I had previous panels from bathPanelStore and they where perfect after 12 years and installed identically ,only replaced as new bath as been installed and they where to short to fit. DO NOT BUY THESE NUIE PANELS YOU WILL REGRET IT

Super After Sales Support I have just recieved a super after sales support from Heat and Plumb The terms and conditions state that the customer should check the item on delivery but as the item was deliverd in Christmas week no checks were made of the package Some three weeks later when unpacking the item damage was found and a part was missing Contact by email was made to the company and within a day or so all matters were resolved and new replacement parts sent out THanks go to all the team at Heat and Plumb but esspecially to Jeet who followed this up with a personal phone call Many thanks will use this company again!

Customer service is sub standard and apathetic. Customer support staff are rude and unhelpful and make no attempt to put themselves out in any way to help the customer. They are NOT A DISABILITY FRIENDLY COMPANY and as a result I took my custom else where. One star is far to generous!

Ordered bathroom fittings from 'Heat and Plumb' and was sent delivery date. Delivery day came and went with no sign of goods. Telephoned and was assured someone would look into it and call me back. No call. A further two telephone calls to them over consecutive days before I was told 'they were having problems with their new courier'. Finally after waiting over a week beyond the revised delivery date (three weeks after original order) I managed to arrange a refund. Got my all money back from 'Pioneer Bathrooms' which (based on the reviews on this site) would put me in the minority. In short, this company gives very poor customer service, and I would not recommend them.