written by KKum on 09/02/2024
I bought a water softener and I am still within the warranty period. My kitchen cabinet where the softener has been installed started showing signs of water damage. I complained to the Harveys customer service and after a lot of follow up, an engineer came to review the damage. The engineer advised that the model which I had was recalled by the company and the customers were given a replacement as this water leak was identified in this batch of water softener. He then replaced the softener and asked me to contact the Remedial department to fix the damaged cabinet. It has been now more than 3 months and I am still chasing the remedial department and customer service but no resolution has been provided apart from sending me from one department to another. Really disgusted with the service and would advise to be careful while choosing the service.
written by on 21/12/2023
A faulty copper pipe installed caused water damage over 2 floors of the house while I was on vacation. This soaked walls, carpets, fuse box and various electrical switches over 2 floors. On reporting this, I was told that no one was available to conduct repairs for another 2-3 weeks, and would incur a hefty callout charge plus materials. Furthermore, that copper piping which normally has a lifetime of 70-80 years was only guaranteed for a year. Mould developed while I was convalescing from surgery affecting carpets, bedding and the entire contents of wardrobe, putting the bedrooms out of bounds. No action was taken following their eventual assessment of the damage, saying as repairs were likely to cost over £2000 it was with their insurers but refused to back this up with reference numbers or contact details of the insurance company.
written by SatKum on 07/07/2023
Highly disappointed and break of trust and honesty. I recently ordered a softener with a filter and taps. It was installed on 29th June 2023. Due to unforeseen circumstances we are moving out of the house and staying out of the country. So, we have to cancel it and I already notified the team about the cancellation of the items on 3rd July within 3 days from the installation. The salesperson sold the product to us by saying that we can cancel the agreement within 14 days of cancellation or use their 90-day money-back guarantee to get the full refund. They never mentioned about the filter or taps or about any exclusion and all they said was you will get a full refund. I have been talking to the aftercare team from Monday for the past 4 days about the refund and no proper response. Now the person I spoke with in the aftercare team is saying that they will not refund the money for the taps and the filter. I also spoke with the manager who was very rude and unkind and said that he won't do anything and his decision is final. The salesperson who sold me the products didn't mention this nor did the quote/agreement very clearly state this. The quote only lists a list of 6 goods and prices for them but doesn't tell which ones are refundable/non-refundable nor which one is consumable. When I look into the quote/agreement section 9.1 says "The Customer has the right to cancel this Agreement under the Consumer Contracts Regulations 2013 within 14 days after the Equipment has been delivered. The right of cancellation shall not apply to any consumable products" but nowhere it says which one is a consumable product nor explains that. Also, the salesperson sold the taps saying that it is £516 and she is reducing the price to £390. But after the issue, I found that the same tap is only sold for £350 on Harvey's website. For your note, the tap I ordered is currently not under sale or on offer on their website. Clearly, they mis sold it to me making me believe I get a discount. Since I canceled the order within the 14 days period under the Consumer Rights Act., I expected Harvey's to refund the full money. In addition to these rights, Harvey's website also says that "Harvey's are happy to refund an order you have placed mistakenly, or where the wrong item has been ordered, up to a period of 14 days after you have received the order" Without looking into any other companies in the market, I went for Harvey's because of its reputation and good name. I expect Harvey's to uphold trust, loyalty, and customer values and concern and it is disappointing to go through this process and how customers are badly treated with contempt. I hope Harvey's understands my situation and arranges the due refund and helps to ease this situation. Going forward it would be helpful if this is clearly explained to the customers by the salesperson and the quote clearly mentions it so that situations like this can be avoided.
written by Apadams on 25/04/2023
Truly terrible product - Save your money Truly terrible product. We noticed that it had stopped working during the trial period, it took harvey 4 weeks to send an engineer out who told us that "yeah sometimes they block up, nothing you can do really". It took maybe another 2 weeks to stop working again. I have since asked for it to be removed or as a minimum get an engineer out again, this was 4 weeks ago. I have sent ,multiple emails and made multiple phone calls and I am still waiting to hear from them. The have stated that because it's now out of the trial period they can't offer a refund. I will be taking legal action as I have currently spent £2,000 on a product that does not work.
written by Vino7 on 24/11/2022
Hi ,Harvey customer care service is very poor. I had a very bad experience from them. After i purchased my Harvey water softener in six month’s time the lid was not working. I have called a couple of times and reported the issue and the response was that someone will call me back.After a long wait i called them again and asked a reference number or proof of my fault report as an email and the lady who picked the call in the technical service area was very careless and unsupportive.After explaining the bad service she did not care to take any measures . Instead of offering a solution she was okay with me giving a negative review.I am very disappointed with her service and do not understand how a staff can be so irresponsible to their customers especially like Harvey as they claim to be one of UK’s best water softener companies. Staff attitude is like once you have purchased an item they don’t care at all . Please always keep in mind before you buy this product you are never treated the same as before you buy their product. I am not sure whether the company management is aware of these sort of staff behavior. .very unhappy about the service .
written by Lewis415 on 13/10/2022
Salesman was good, plumber (Charley Hendrix was lovely). They did not tell me before installation that there would be an overflow at front of the house spilling buckets of water. Was told that he could repair it easily by putting a ball joint in. Harvey's didn't allow him to. Unsightly water still spilling from a high building (not discreetly into a drain like they initially said it would) onto the public. Neighbours complaining. Made Complaint which was ignored. When I call always passed from pillar to post then fobbed off numerous times. No attempt to resolve. Sought legal advice from solicitor. Was told I can repair myself and claim money back from them based on the fact they did not tell me that would happen re water spillage from overflow. I purchased equipment outright so could not get rid of it. Very disappointed in the company. On top of that my phone blocked one of their numbers and marked it as spam. Very poor after care despite it is still under warranty. I wouldn't recommend to a friend. Nightmare.
written by Raj1380 on 22/05/2022
Waiting since March 2022 On;l;y Hard water Called many times Giving 6 weeks appointment No Results
written by RMBJT on 10/03/2022
The installation had a leakage which resulted in damage to wooden work in the cupboards. This was acknowledged by their engineer but It has been 2 months and I am still waiting to hear from their team. I have been chasing up every week and have received a standard response. I wonder when will it be resolved and this may eventually end up bearing the repair cost for the damage which was confirmed and acknowledged by their engineer. You may not have to go through the pain if all goes smooth but in case things go south then you are at the mercy of God knows who.
written by shriakhilesh on 03/02/2022
I am still awaiting to receive promised inventory and add ons promised at time of order which were due with installation done on 20- Dec-2021. It has been over 6 weeks now with me regularly following up on emails and on phone, with often hanging up phone after waiting for over 20 mins without answer. I have now fully run out of salt in the very first month after installation. While I have no issues with the product, I am concerned with the price being on a higher side and also the after sales/ customer service which haven’t met my expectations. I am therefore inclined to discontinue with the Softner when the 3 month trial period ends. Can you please escalate the matter, which I was unable to on phone as phone was picked up after multiple attempts and long wait by someone in finance and was asked to contact you or after sales. I intend to log a formal complaint on my behalf if there is a channel within your organisation and convey my message to discontinue to concerned departments. I have repeatedly emailed to customercare and feedback emails but still awaiting to hear back, unsure if these official channels are monitored as there has been no acknowledgement. Really frustrating!
written by syedhussaini on 11/12/2021
Bought salt on 27 Nov and still not received the order. Called Customer service on 7th Dec and was promised it would be delivered no later than 10th Dec. Called again on 10th and was promised a call back with an update but never heard back. They have ignored several emails and simply pathetic. A legal claim is on the way!!!
written by navidmodhej on 07/12/2021
I ordered 5 pack of Harvey Arc salts on 22 Nov. Didn't receive anything after one week so phoned the customer services and was advised that my order wasn't registered properly and that it was all sorted then and I would receive it in a few days. 4 days later and still nothing received, so phoned customer services again and was advised this time that my order was with DHL which was dealing with a backlog at the point. So contacted DHL myself and found out that they had attended Harvey's warehouses a week earlier but wasn't given the order as it wasn't ready. So nothing delivered after 11 days, had no communication whatsoever from Harvey regarding the unusual delay and was told two separate things when I tried to contact them myself. Today is 15 days after my order and I'm yet to receive it. So I'm left with a £2k device without salt, dealing with a business which clearly don't care about their customers after they manage to sell their products. Please please please consider this before investing such big amount on a softener as you will be tied to the provider for after-sale service.
written by syed.rehanhaq on 31/10/2021
HORRIBLE installation and after care case. I was told more than a week ago that for the 2nd visit, Harvey engineers are not available and the earliest they can visit is on Saturday (11/09). I cancelled all my plans to make sure that I am available for the engineer visit. I got a call from the customer care team on the day that the engineer will not visit and that new engineer will be scheduled next week depending on availability. This is highly unacceptable and frustrating, I've bought this product for a month now and paid more than 2k GBP on the installation day as I trusted Harvey's reputation. The softener has barely been used and I am now regretting my decision to go with Harvey Water softener rather than much cheaper alternatives in the market. I was so convinced about the quality and care of the product that I referred it to my brother as well which I will definitely not do in the future. I was charged 291.00 GBP + VAT for a faulty installation and not even fixed on the 2nd attempt. My property is a newly built house and it is only 3 years old and now my kitchen cabinet is ruined and swollen from the leak. The customer care representative who spoke to me yesterday confirmed that she will send me an email with all that we discussed on the call, which I also didn't receive.
written by Yosef318 on 27/10/2021
I ordered Tablet Salt - 25kg Bag on the 1st of October, Order #31867. still waiting for the delivery. Either refund my money or deliver my salts. Please...I am begging you.
written by Bill338 on 13/10/2021
My mother is a pensioner. She got the system installed. It developed a fault very quickly and damaged her kitchen. Harvey promised that they would cover the repair and refund the remaining costs. Months and months pass by with lots of calls and emails and just get told they will investigate and get back to us and of course, nothing happens. How they can treat customers this way is horrible. I have again called, emailed and chatted to them online and if things aren't resolved, I will be forced to start legal proceedings. This should be the way nowadays.
written by VenkataVuppala on 09/10/2021
The Water Softener works like a Charm and I believe one relocation is free of cost. Absolutely no complaints on it. One of the Most important things which usually the Sales Agent never tells properly or doesn't put emphasis on is the fact, Its rental by default when you subscribe to it. Within 3 months of Purchase, if you don't call the company and assume its an EMI, they will charge around 40£ per month for rest of your life. I almost paid for 5 years, I would have got 2 of them at that price, if I have been little bit cautious. The Agreement clearly says about the rental plan, but again if we start reading all the clauses of any agreement, one life won't be sufficient. I just trusted the Sales Agent and I paid for it. Be cautious, Call them and make the complete payment within 3 months of the Trial.
written by JuanKearns on 11/07/2021
Avoid this company. It has been more than a month and the water still hard… 3 packs of salt have gonna and the water it not softened “as promised”. Carried out the test on the first week, it was hard water, but as they say test again after 2-3 weeks… a month later I tested it with the package Harvey provided, the colour that appear is not even orange (for hard water) it is extremely red, meaning the water is even worst. There is a problem with payment as well, they promised 3 months trial, instead they have been taking money from my account every single month. I didn’t receive a call from customer service to know/ask how am I satisfied with the service!! Just taking money and that is it for them. Very unsatisfied with the service, as they promised so much for me and my family and are delivering nothing !!!!! I doubt how honest is the good reviewers written here.
written by LillianaNapier158 on 15/03/2021
No one comes to fix it! Customer service is 100% useless!
written by Kiley190 on 15/01/2021
Damaged unit and kitchen doors been waiting since last June to be resolved. Watersoftner leaked poor after care service!
written by Lunam333 on 16/12/2020
Beware !! They are really good at marketing & take care of the customer very well until the installation & 3 months (trial period). Absolutely pathetic after-sale care. Mine broke down twice in 2 years & the waiting period was 2 months for each repair. They care a damn about the customers. Not worth the money you pay. Will never recommend Harvey's to anyone.
written by on 16/12/2020
On 7 September 2020,the fitter drilled through an electric cable, causing a power cut in extremely cold weather. Our electrician attended to correct the problem on 2 separate occasions to carry out a full repair. When we submitted the photographic evidence of the damage, Harvey eventually agreed to cover the cost of the electrician's bills, but communication on this matter from the company was zero. Fortunately we had an excellent salesman, who sold us the softener in the first place and who was very supportive towards us. At the present time, many weeks later, we still await reimbursement. The softener sprang a leak after one month of being fitted and had we not been at home, our new kitchen floor would have been ruined by a flood of water. The same fitter returned to fit a new part to the machine and in so doing, he apologised for the electrical damage he had caused. We have received no apology whatsoever from the company. I am sorry to say we could never recommend Harvey Water, even though the product appears to be good.
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As rated by our community of reviewers
Camberjudge's Response to KKum's Review
Written on: 18/03/2024
I've had exactly the same problem, still unresolved since July 2023. Buyer beware.