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.