"Repeatedly damaged items received."

My complaint is not with the eventual quality of the items I purchased but the condition they repeatedly arrived in after shipping. Tall wall cabinet arrived with 2 broken joints where it had apparently been assembled poorly. Also the internal finish of the back panel was heavily scratched, obviously done pre-assembly. Second cabinet arrived with minor corner damage which I reluctantly accepted. Vanity unit arrived apparently undamaged but on installing it was apparent the drawer front was detached on one side. Shipped a second cabinet which was thankfully fine. Bath panel arrived extremely well packaged with no signs of outward damage but when unpacked it had several paint chips on one edge and centre of the main front panel. Must have been packed like it. Bought via City Plumbing who were very helpful but the whole experience was disappointing and protracted. Decided to purchase my own matched touch-in paint to resolve the issues rather than continue to seek replacements. Have never received so many damaged items in any previous instance from any other supplier.

"Purchases the TEC 4 tap bath mixer and…"

Purchases the TEC 4 tap bath mixer and two days past the 12months the lever has started to leak when using the taps (although no the hose). Replaced all the washers and it is obviously an internal failure of the mechanism...

"I bought a Grace Wall Hung basin. No waste"

Update for clarity. It is not the plug to stop the water draining away, It is the the plastic flexible waste under the sink that drains the water away that I am referring to, as per the image on the installation guide. Why not just put this in with the basin.

I bought a Grace Wall Hung basin. This basin needs a very specific flexible waste. This doesn't come with the sink. Customer services guy didn't have a clue what I was talking about and I had to direct him to the image on their technical sheet. The response was that they didn't do these and I would have to go to a plumbers merchant. Thank goodness for Amazon as it seems to be the only place where it is stocked. My plumber is now having to wait for this to arrive. This sink is not a cheap and nasty product so why do HR not just put one of these in with the sink?

"A very satisfactory resolution to my complaint. Thank you for all of your help. Much appreciated. Regards Peter "

I bought a Hudson Reed vertical radiator six years ago & the paintwork has recently begun to blister & crack in several places.
I contacted their customer support at the suggestion of the
stockist that I bought it from.
Their response was in my opinion extremely negative. They expressed no concern or interest in establishing the cause of the problem simply sticking to
a response of " Sorry it's out of our 5 year guarantee, nothing we can do"
Considering the cost plus the fact that they market their products as being of high quality I was very surprised & disappointed at the lack of concern shown about what is obviously a quality problem.

"Bought a shower screen with a hinged…"

Bought a shower screen with a hinged door (under 5 years warranty), and within 1 year one of the hinges was broken. I have contacted their sales support but they refused to replace the hinge, instead, they are asking to buy the whole swing door again.

disappointing 💔💔💔

"20 year guarentee for taps doesn't…"

20 year guarentee for taps doesn't cover working parts!! So basically thats all it.
We have a bath shower mixer tap which leaks. The taps turn off but water continues to run from the shower head.
If there is a guarentee on a mechanical item it should be honoured or no guarantee given.

"Trying to get spares for a shower that…"

Trying to get spares for a shower that is still under warranty amd it’s like getting blood from a stone.
Will not be using there products in the future.

"Bought a vanity unit through Heat and…"

Bought a vanity unit through Heat and Plumb, excellent quality, thanks

"Terrible customer service"

Terrible customer service. They sent me the details of the wrong cartridges for replacement (bath tap instead of sink tap), wich meant that when plumber came to replace he could not do his job (and since it was his second visit I had to pay). Despite Hudson Reed costumer service admitting having sent the wrong details they did not accept to at least send me or cover the cost of the appropriate cartridges...Bad

"NEVER AGAIN!! ABYSMAL CUSTOMER SERVICE AND APPALLING PRODUCT"

I bought Hudson Reed Urban bathroom furniture consisting of a wall hung vanity unit and a back to wall toilet unit from an online company Heat & Plumb back in August 2023. My bathroom fitter let me down and didn’t start work until end of October 2023. The furniture wasn’t checked until the fitter took it out of the box in October, (I know it’s advisable to check at the time of delivery but I couldn’t take it out of the box myself as I suffer with arthritis in my hands) the toilet unit was fine but the drawer fronts on the vanity unit were damage, one was blown completely the other had paint damage. I informed Heat& Plumb, (sent them photo evidence) who in turn spoke to Hudson Reed whose reply was: -
This issue seen are a result of water ingress, this has likely been caused whilst in storage since August as water ingress is caused due to poor maintenance and invalidates the guarantee.
We will be unable to provide any replacement or refund for the same.
Replacement will be chargeable.

I refuted their claim, explained the furniture had been stored in a dry bedroom and had never been subject to any water, but they wouldn’t change their stance.

Reluctantly I asked how much it would cost to replace the substandard drawer fronts. I was informed that they couldn’t be sold separately and that I would have to buy the whole unit (without the sink) at a substantial cost to myself.

I find it absolutely unbelievable that a big manufacturing company wanted me to pay out hundreds of pounds more when I only needed 2 drawer fronts replaced.

Customer service is the support you offer your customers both before and after they buy and use your products or services that helps them have an easy and enjoyable experience with you.

NOT SO IN THEIR CASE