"Rusty Towel Rails"

Wasn't planning on leaving a bad feedback on Trust Pilot, but tried to contact them privately and got no where. Bought 2 of their white towel/radiators for both our bathrooms, 2 different models. After about 11 months one of them started rusting so I contacted the company I bought them from and they sent me a replacement one. Months later the other radiator started doing the same and then about a year after the first one was replaced that started rusting. Both bathrooms have windows and fans, so good ventilation. They have now got really bad, so I started to look at replacing them and then realised that they offer 5 year warranty on them and decided to contact Hudson Reed directly. On email explained exactly this (the truth), straight away I was told that the warranty runs from your first purchase so the replacement item only has the remaining warranty left, which in my case is fine as I bought them under 5 years ago. I sent photos and proof of purchase. Got told as I hadn't informed them straight away it would all have to go to QA, which again fine with me. Heard nothing back for a few weeks so I chased it, to get this reply from Rachel:

Morning

After speaking to the QA manager he has advised that the issue should have been reported when the issue started and not have been left to progress and get worse.

Therefore we cannot really replace under the warranty, what we could do is maybe offer a new rad at a discounted price ?

Thanks

My fault as I should have known they were under warranty for 5 years and not only 12 months, but surely a warranty is a warranty, they are bathroom items and they shouldn't go rusty. I have a chrome towel/radiator and it's been there for 15 years and it hasn't rusted. Not sure why companies offer lengthily warranties??.
I Couldn't find how to attach photos, otherwise I would so I could show the state of the radiators.

UPDATE:
Thank you for your prompt reply and for resolving this issue. I have been in contact with Mark this morning, who's been extremely helpful and has advised that the rads have been ordered, they no longer have the white ones but do have them in chrome which is absolutely fine as they might not rust like the white ones have done. Such a shame this couldn't have been resolved privately, but thank you again.

"Shocked to see a new vanity unit…"

Shocked to see a new vanity unit splitting all along the top, the lady I care for one had her new bathroom in May and she is so upset because they told her the Warranty does not cover this, so why do they advertise it as water resistant because it obviously is not, just cheap Chinese made rubbish.

"Poor Communication / Customer Service"

Been trying to get in touch with the customer service / technical department via several 'Contact Us' links on different web pages & still no reply. I have a Hudson Reed triple thermostatic shower valve with diverter & have been trying to enquire about replacing the 'rubber nozzles' on a Head 48 as a few of the 'rubber nipples' have come away. This has already had to be replaced previously due to the same issue occurring. Also unable to upload photos via the website.

"Hudson Reed After Sales Department make good, following failure of shower valve."

I wish I had seen this review site three years ago when I ordered my new bathroom from a Rotherham bathroom showroom. In November 2018 the bathroom was fitted including a Hudson Reed concealed triple valve with diverter controlling bath filler, overhead shower and hand held shower.
Less than 36 months later in July 2021 there has been a slow leak from the central valve (cartridge) which has over time destroyed a substantial section of the kitchen ceiling below. This was only identified three days ago when three large cracks suddenly appeared in the ceiling and the plasterboard dropped clear of the joists.
The seal on the cartridge has failed, is the diagnosis of the bathroom fitter.
The supplier contacted Hudson Reed on my behalf to be told, sorry the cartridge is only guaranteed for 12 months. They went on to say that they had never had such a failure reported like this on their valves and were surprised to hear of such a failure. The supplier described the Hudson Reed response as "blase". Finally, Hudson Reed kindly offered to supply a replacement cartridge for £150 plus, unimpressed with their attitude, the supplier has managed to source an identical item at a cost of £56 to me from another manufacturer.
So due to bad quality brassware, and very poor after sale support by Hudson Reed I now have a new ceiling to hang in the kitchen and a new bedroom wall to repair where we accessed the rear of the triple valve.
My problem is not unique as can be seen on other reviews, so Hudson Reed are lying when the say they haven't seen this failure before.
I am so concerned that other parts of the valve may now fail that I will be fitting a water leak alarm below the installation so I don't have to hang another new ceiling in 12 months.
Lessons learnt -
1. Don't believe the hype...20 year guarantee!!
2. Do you review checks before purchase.
3. Always fit water leak alarms after installing Hudson Reed fittings.

Update - 27 Aug 2021

Thank you Hudson Reed, (Tony and Lee), who having received my photos showing the damage caused quickly agreed to assist with repair costs. Monies arrived in my account today. Full marks to the customer services dept.

"Extremely poor quality and abysmal customer service"

In May 2021, I bought a bathroom from Hudson Reed via a local bathroom retailer and it's been an absolute disaster. The items delivered were either delayed or faulty and the after-service has been appalling.

Crucially, they are refusing to give me a full refund on the bath I purchased despite the item being faulty. The faults have been accepted by both the bathroom shop and Hudson Reed, yet I'm only being offered a 40% refund.

Hudson Reed prides itself on quality and service but in my experience, both have been entirely absent. For example, the Winterburn 1500x750 bath sits on 4 chrome feet - they are THE feature of the bath. 3 out of the 4 feet were damaged; another 4 were ordered but never arrived; another batch of 4 were ordered and all of them were damaged. This was over a period of 9 working days which meant the entire bathroom build had to be brought to a halt.

I am still trying to secure a refund but I simply can't understand how Hudson Reed can believe this is a fair and reasonable way to treat a customer given their statutory obligations. I paid almost £900 for a bath which is faulty and being offered just a 40% refund is an insult.

To summarise, in my experience, Hudson Reed products are of extreme poor quality and their customer service is abysmal. But more than anything, a bathroom I've spent several months saving up for has been a disaster and I'm absolutely gutted.

***Update:
Hi Jon - thanks for replying. I have told my bathroom retailer that I am not happy with the offer you made - very clearly. I've been advised that the 'discount' I'm being offered 'is good, the most I have ever had off them' yet I keep emphasising, I'm not asking for a discount, I'm asking for a refund on faulty goods which is entirely different. Can you please speak to my bathroom retailer because I've hit a brick wall with them and quite frankly, I'm being made to feel guilty for asking for a so-called 'discount'. I paid £880.64 for a roll top with 3 faulty feet.

"Not a good experience"

When I built a new home 7 years ago, I specified HR fittings for the guest bath (3-way bath, shower, and hand-held) and master bath (2-way shower and hand-held). In seven years I have replaced 9 (yes, nine!) master bath flow cartridges because after a few months they do not seal tight and constantly drip through the shower head. (Their diagnosis is a high mineral content in my water, but since I have a whole-house RO water system I can guarantee that my water is absolutely pure.) I have also had to replace a non-return valve housing due to an O-ring leak, and this week another non-return valve is leaking into the wall.
Having worked 40+ years in the Mechanical Seal business I know more than a little about ceramic lapped faces, O-rings, and leakage. My three problems with HR are 1) the quality of their equipment seems to be poor, 2) they don't seem to have anybody technically competent to troubleshoot my problem, and 3) they don't seem to care about 1 and 2. At this point I am resigned to replacing flow cartridges every year or so, but I believe one should expect 10 to 20 years of trouble-free service from this type of equipment.
Given the choice I would never buy HR again.

"Superb customer service"

absolutely first class service .

Very efficient and excellent customer service with knowledgeable and personable staff.

My minor query was sorted out very efficiently and I would single out Mark who resolved everything.

"Very Disappointing"

I spent £180 4 years ago on a Hudson Reed Basin Mixer Tap and Bath Shower Mixer Tap for my new bathroom. One of the reasons I bought Hudson Reed was because of the "20 year guarantee".
I was very disappointed to recently notice that the basin mixer tap's chrome was bubbling. I have made a point of looking after the taps. I contacted tapwarehouse who supplied the taps and was told that I should contact Roxor Group as tapwarehouse would only offer me 20% off a new tap as I had bought the taps over a year before. Roxor Group said I should go back to tapwarehouse as I am their customer.
To cut a long story short after 13 emails Hudson Reed no longer make the taps I bought or even any similar ones so wont replace my tap and tapwarehouse would only give me 20% off another tap which wont match my bath mixer.
I asked Roxor if I could get something similar (but not matching) from tapwarehouse, similar price....No I can't as its not their product.
Three things I have learn from this:
A 20 year guarantee is worthless
I wont be buying Hudson Reed taps again
I wont be buying anything from tapwarehouse again

"Exceptional service"

Exceptional service. Toilet seat hinge broke and I asked if they could sell me a replacement rather than replace the whole seat. They quickly sent me a new hinge next day delivery free of charge. Couldn't speak better about the after care service from Hudson Reed.

"Shower valve and riser set"

Shower valve and riser set.
I chose this item because of the name and because it came with a 20 year warranty.
The shower valve cartridge needed replacing after 2.5 years. This was not covered by the warranty.
The diverter needed replacing a couple of months later. This was not covered by the warranty. Furthermore, there is a 'stock issue' with the manufacturer and I cannot buy this item until mid June 2021. (I am writing in mid April 2021).
Regarding the warranty, I am told that only non-moving parts are covered by the 20 year warranty. So, in my opinion, the warranty is not worth being part of the decision making process.
Looks nice though!