AVOID

I have had the worst shopping experience with Heat and Plumb (who also trade under Pioneer Bathrooms). All looked good initially - items delivered on time. However, when items were removed from packaging they were significantly damaged. I emailed Heat and Plumb, providing them with photographs of the radiators. No reply. I phoned the next day and was told I was not entitled to a refund or replacement as I had not reported the issue within 7 days. This is in breach of Consumer Rights as confirmed by Citizen Advice when I phoned them but it took endless calls, emails and repeating my rights to finally get my money back. In total, there have been over 45 emails going back and forth. Mainly me chasing them up as they ignored my last email. I have had to submit photos of the radiators, then the packaging, then the packaging without masking tape. I’ve been passed from one person to another. Two managers were involved but quickly disappeared leaving their staff to it. These staff in the main were unhelpful. I have offered to drop off the radiators myself to speed up collection and return of my money. Unsurprisingly, this offer was ignored by Heat and Plumb who are clearly set on delaying the return of customers’ money. The items were collected (finally) and it took a further two days and a phone call for me to receive confirmation by money (£800!) was going to be refunded. In summary, it took two weeks to get a refund. I feel I have had a lucky escape and would recommend people avoid this unprofessional company.