"Hansgrohe customer service is terrible"

We recently, 6 months ago bought a Hansgrohe shower and controls for maybe £2k. We have had lots of problems with the shower heads clogging and some damage to the soft nozzles after gentle cleaning. We asked for a repair or replacement under the guarantee and were met with the same repeated response. "You have not cleaned the shower properly". I am totally shocked about how awful the customer service is. Simply terrible

"Excellent speedy knowledgeable response…"

Excellent speedy knowledgeable response from Abilgail.
Eric Morgan

"World Class Showers Paired With World Class Customer Service🏆 "

After lots of research 2019 we decided on purchasing a Hans Grohe Rain dance exposed 3 way shower.
At Grand Designs show.
The quality of this shower is exceptional it has a mirror style shelf for shower gel & hair shampoo to be neatly placed.
The over head rain dance feature has 3 settings with 1 almost like a cascade effect all are invigorating.
This shower also has a hand set toggled via a hose - the hand set has multiple selections to choose from.
Without question the best shower we have owned.

We recently contacted Hans Grohe customer service to ask advice about a control button & slow water flow through the handset hose.
I wanted to say i spoke with Abigail & Emma in the customer service department on the phone & then mostly via email with Abigail.
The service i have received from both members of staff are a credit to Hans Grohe!
A very special thank you to Abigail for being extraordinary helpful.
In a world where everyone is constantly complaining (me too if necessary)
I wanted to highlight good customer service 5* plus!!
Thank you all at Hans Grohe for making world class showers & having wonderful members of staff who care!!

"Exemplary service"

I rang Hansgrohe for some technical information on a shower hose set. My call was quickly answered. Emma, the customer service representative, immediately understood what I needed and emailed me the relevant technical drawing within minutes. Problem solved. Exemplary service!

"4 years into its 5 year guarantee Hansgrohe supplied part to fix mixer"

4 years into its 5 year guarantee our Hansgrohe Ecostat 1001 CL shower bath mixer started dripping water when off. I contacted customer support at Hansgrohe and Emma Price emailed me straight back, diagnosing a fgaulty shutoff valve and ordering one for me after I showed proof of purchase. The valve arrived in two days, I fitted it with the insttructions Emma provided and the mixer no longer leaks. Great customer service!

"Quick and efficient service from Abigail"

Excellent service from Abigail. My shower has been dripping for the past while. I emailed Customer Services at Hansgrohe, on Wednesday, to ask if this was covered by the Guarantee. I was asked for my proof of purchase and address. A replacement cartridge, under warranty, was received on the Friday. Thank you Abigail. I wish I could get all my work carried out like this!

"Excellent service "

Excellent service as always- thank you

"High-maintenance shower head and VERY POOR customer service"

If I could give this showerhead 0 stars, I would. Stay away from it. Not only because it does not live up to the hype of the “QuickClean” but also because Hansgrohe service is DIRE.
We purchased this shower head (at what I now consider an exorbitant price for the lack of quality) a year ago, but due to building works, was only installed 6 months ago. I have lived in the UK for over 30 years and have a thorough understanding of how to keep shower heads clean. The QuickClean does not work properly. No matter how much you rub the jets, there is always a little water left behind, and herein lies the problem. The holes are so tiny, that limescale collects easily in them and blocks the jet. We wiped the jets every day. We cleaned with Viakal weekly. We also used lemon juice after the Viakal. It did not matter. After cleaning, within a day, the jets were clogged again and one of the jets actually came off.
We wrote to Hansgrohe and explained the situation. I (now mistakenly) sent a photo of the showerhead after taking it off the wall just before a weekly deep-cleaning, to demonstrate how quickly it gets clogged up. Rather than being helpful, Hansgrohe have insisted that I was not cleaning the shower head properly and refuse to change the showerhead. Please note – I did not ask for a refund, I only asked them to fix the problem. This complaint was ‘escalated’ to managers and I have included their response below. They admit that the limescale causes the problem but refuse to take any responsibility for the poor design of the jets. There are plenty of showers in the UK that do not have this issue. In 30 years of living here, I have never had a shower head that broke from limescale. I will never again purchase a Hansgrohe product if this is their idea of customer service.

Good morning Frances and Simon,
I have received a response from the technical team in Germany.
They have reviewed the picture, videos and the overall enquiry and have informed me there is limescale on all the nozzles causing the small spray performance and the jets to go in different directions. They have also advised to use QuickClean or decalcify the shower head with citrus acid (lemon juice). Another method is to install a water softener system to reduce the limescale build-up. They have also not found the product to be defective, so they consider this not to be product fault.
We can no longer be of further assistance.
Kind regards
(Privacy does not allow name of service representative)
AXOR
hansgrohe
Hansgrohe Limited • Unit 2 Edgehill Drive • Tournament Fields • Warwick • Warwickshire • CV34 6XQ
P+44 1926 242300

"Excellent service and prompt response…"

Excellent service and prompt response provided by Emma Wood from customer services at Hansgrohe.

"Great customer service"

My Hansgrohe shower recently started dripping slightly from the head when turned off. I contacted their customer services, who quickly diagnosed the issue based on the information I provided, and sent out a replacement part under warranty.
No quibbling or messing around, they just sorted it.