"Don't order online"

Don't order online - they wont send it to your delivery address on the invoice address. They'll send it to your personal PayPal address and that's their policy, not an honest mistake (and its £10 shipping for that privilege)

"Brilliant service fast delivery "

Excellent service I ordered before 2pm and got it delivered the next day! There was options for pre half 10 or 12pm too which was very useful if you have forgotten anything last minute! Will definitely use again

"Definitely recommend!"

We worked together on a shipment to USA and Chris made the whole process smooth. Thank you for this and i definitely recommend this company.

"Refused to honour an offer"

MOODY: Hi there, just put in my email address for a first-order discount but now it is saying that the code is invalid. The code I was given is"FIRST5" and I'm ordering a Heatmiser Neohub G2 for £110.

UNDERFLOORE STORE (CHRISTOPHER): Good afternoon. The code is only valid against orders over£100 excluding vat.

MOODY: Where does it say that?

UNDERFLOORE STORE (CHRISTOPHER): I will ask where this is communicated. I can however confirm that the code will only work for orders over £100 exc vat.

MOODY: Your offer, as shown in the picture, is 5% off my first order if I provide my email address. I provided my email address so would like the discount please

UNDERFLOORE STORE (CHRISTOPHER): Sorry. As I have explained the code will only work for orders over £100 excluding vat. I have asked where this is communicated and will reply once I have this information. If I may have a contact number or email I can get back to you.

MOODY: That's not good enough. Before I put this full transcript, with pictures, on TrustPilot, and you lose my custom, can I ask you to refer this to your supervisor please?

UNDERFLOORE STORE (CHRISTOPHER): There is no need to threaten me with negative reviews to get the outcome you desire. I have already asked you for a contact number or email address so I can respond to you once I have the information I need.

MOODY: I feel there is a need, and it's not a threat, it's a fair process to hold retailers accountable for offers that are not what they advertise. I don't need to give you an email address unless you confirm to me that you are going to send a 5% discount code that will work with my order. Please remain professional and pass my enquiry to your supervisor. Thankyou

UNDERFLOORE STORE (CHRISTOPHER): If you do not wish to give me an email address, how would you like me to communicate the answer once I have that information?

MOODY: OK, final question. Are you going to provide me with a 5% discount code as per your clear offer that I have sent you a picture of within this chat? Or refer me to your supervisor?

UNDERFLOORE STORE (CHRISTOPHER): As I have said previously, I am on the understanding that the offer refers to orders over £100 excluding VAT. This is why the code is not working. I will question this for you and come back to you with an answer. If you do not wish to leave a means for me to respond please leave your chat window open.

MOODY: I'm making the assumption you are referring to your supervisor and so will keep the chat window open

UNDERFLOORE STORE (CHRISTOPHER): I will reply once I have confirmation.
I have been advised that it is as I originally suggested that the code is only valid for orders over £100 excluding vat. The pop-up was amended with this information removed in error. Apologies that it wasn't where it should have been but thank you for letting me know so I can get the correct information back where it should have been.

MOODY: OK, so you made a clear offer (in error) but you are refusing to stand by it?

UNDERFLOORE STORE (CHRISTOPHER): We thank you for bringing this to our attention but the code is only valid for orders over £100 excluding vat.

MOODY: OK, the full transcript will be going on TrustPilot so that the conversation is represented fairly. I have to say that it is very dishonourable for s retailer not to stand by an offer once the consideration has been provided, and I'm not even sure if it's legal. Hopefully, your responses above represent the views of your employer

"quick dispatch, well packaged, good price"

We placed a couple of orders for UFH equipment from underfloor store. They were in stock, dispatched quickly, well packaged and at a good price.

"Big thanks to Chris!"

I know there are some negative reviews on here and I’m really surprised by this.

We’ve used Underfloor Store previously and never had any issues but the one thing I want to touch on is my experience today.

We have had a customer that has had issues with their UFH control centre and a replacement was required. Having contacted the manufacturer, they advised that this part was obsolete and replacement control, thermostats and actuators would be required. The manufacturers technical team provided a spec for the system and when the parts came to be fitted, it was all completely wrong.

This is where Underfloor Store came in. I put an online enquiry in on the website and the lovely Chris gave me a call not long after. He was super helpful in making sure everything we were getting was compatible and went above and beyond what I would have expected.

Really, really pleased!

"No hard sell"

Had an issue with my underfloor heating. Needed some spare parts and although the parts are no longer available Underfloor Store gave me various options with no hard sell.

Currently considering what I do next and will more than likely be back to make a purchase.

"Abysmal Customer Service"

Received a faulty wiring centre. Customer service was absolutely abysmal. It took over three months to process a refund for 60% of the original purchase price. Issues include attempts to process a refund using incorrect customer data. During this time I was left without a working heating system. Needless to say I strongly recommend against doing business with underfloorstore.co.uk. I understand that things can go wrong. A good business tries to fix issues for their customers and not mess them about like underfloorstore.co.uk.

"Beware of these scammers!"

One of the worst companies I ever dealt with! Ordered 5 units, only 1 was delivered. Upon contacting them by mail, toke them 1 day to reply that my goods would be sent the following day (already 2 days delay). Another 2 days later, still nothing. Nearly impossible to get them on the phone. Had to resource to PayPal resolution center to get my money back! And they even had the nerve to offer a partial refund! Imagine that!
First rate con artists for sure! Do your best to avoid this company.
Follow up: Underfloorstore has replied to this feedback. They left out a lot of important detail's: They had ample time to inform me the parts were out of stock (WHICH THEY NEVER DID!), and provided no explanation for the unforgivable detail of the partial refund, among other bits. Underfloorstore reply is fishy at best.

"Excellent service"

Excellent service, ordered at the weekend, parcel arrived on Tuesday.