"Aftersales Service gets 5 starts"

We recently purchased 2 shower trays. I wanted to get a repair kit and phoned the bathroom company where I had originally ordered the tray. Matki provided the repair kit free of charge even though this was not a warranty claim (one got scratched sometime during installation). To my surprise it arrived at my doorstep the very next day.

What a pleasant surprise.

"Big fan of the brand"

Big fan of the brand. We’ve enjoyed our Matki shower units for over 13 years (they still look great/haven’t dated since our house was built!) and am thankful for the reliable and efficient assistance I have recently received.
Matki’s Technical Support Department/Customer Support Service have been really helpful in dealing with our (first) minor parts (cartridge) issue; their considered responses and action turn-around times were wonderfully prompt. They we’re happy to listen to our plumber, deduced the cause of our issue straight away and mailed out a part immediately. So pleased we decided to install the timeless Matki units; the firm’s dedication to nice design, maintaining good client relationships and achieving satisfactory outcomes at impressive speed is worth the investment. Would recommend and purchase from them again.

"Great service - thank you"

Great service. Problem with the hinges on our shower door, Matki came and replaced them free of charge (they were 4 years old, the guarantee is for 8!).

Easy to arrange, friendly service from everybody we spoke to, especially the service engineer.

"Excellent Customer Care"

Needed a few spare parts so I called the customer care and spoke with Jenny JG. She was so polite and helpful, emailed me plenty of info to help establish which shower enclosure I have. She also included a fitting guide to help me identify the parts and how to fit. Just spoke to her on the phone again to order the parts, such a helpful lady, I’m very happy with this 1st class customer care from a UK company.. brilliant!

"Beware - Product ordered not delivered after 16 weeks"

Shower enclosure ordered from Fired Earth told it will be 2-3 weeks. 16 weeks on and I still do not have a date for delivery . Fired Earth staff are doing their best to chase but Matki are not delivering. Will be requesting refund as bathroom has been delayed due to this and cannot delay any further.

"Great Service and aftercare"

had small issue with my gold linear handles after 18 months called Technical support team, spoke to Phil who was really helpful and pro active. Sent me some screws and new handles straight away. Problem solved now. Would recommend Matki to friends and colleagues you really find out about a company after the sale and how they treat you when things break or dont go well. I was really impressed with Matki. Keep up the good work.

"I must congratulate this company for…"

I must congratulate this company for still retaining a person to answer the phone immediately when you phone them which I am sorry to say is unique in this day and age of hiding good customer service behind “COVID” let Matki be an example of what can be achieved if you care about your customers. After explaining my shower door issue an appointment was made for an engineer to visit suiting my availability as well as theirs. Alan arrived on time and his very helpful and courteous understanding was brilliant and I now have a 100% working shower door again. When booking the appointment I asked the cost for the engineers visit and was told “there is no charge” which is going that extra mile to respect and honour their customers. A big thank you to all at Matki for providing such a brilliant customer service experience.

"Matki Eauzone Quintesse…"

I bought a Matki Eauzone Quintesse Shower enclosure in Oct 2016 from CP Hart. Unfortunately the brace bar deteriorated quite quickly with the chrome peeling off. I contacted Matki and an engineer came and replaced the bar. Great service! Unfortunately the replacement brace bar has done exactly the same thing - the chrome coating is peeling off and is very sharp and can cut the finger when wiping down. I contacted Matki and the response was very different from my first. The customer services representative said that as I hadn't registered the shower on the website I wasn't covered for an engineer to come out and replace even though the part is under 5 years old. He authorised a replacement part which we would have to install ourselves. We have received the part and, needless to say, it has sat in the packaging for months as my husband doesn't feel confident to do this himself and I don't see why I should have to pay for a plumber to install a part that is very obviously faulty. I don't think this part is made out of the same material as the hinges, door handles and other chrome parts on the shower which are all fine. It is obviously coated and not a solid product. I also have a Matki Eauzone Plus Curved Corner Slider shower in another bathroom and I have no issues with any of the chrome parts on this product. I do not use harsh chemicals which can be proved by the fact that both showers don't have any problems other than this particular brace bar. Also the brace bar sits above the door and is quite high and only needs to be dried off with a cloth. Having read all the wonderful reviews from people - some who have moved into houses with Matki products that they didn't purchase yet still manage to get an engineer out, and some who have products that are over 10 years old and still get an engineer to visit, I am wondering why I'm not getting the same service on a product that isn't 5 years old. I have my invoice from CP Hart that proves when I purchased this shower. Whether or not I registered it on the website is, in my opinion, irrelevant. Matki products are at the top end in terms of price and I expected more longevity and better customer service for the money spent. Disappointed!!

Update on review. I was contacted by Matki after they saw my review and an engineer has been out and replaced the brace bar free of charge. The engineer was very helpful and courteous. It’s a shame that it took a bad review to get somebody to sort it but fingers crossed that this bar lasts longer than the others have. Thank you Matki for sorting.

"Exemplary customer service."

Contacted Matki early last month when a component in their shower valve body assembly developed a leak.
Despite the part being out of the guarantee period, Matki agreed to provide a replacement without cost. Unfortunately they had to wait for their supplier to obtain further stock (a not uncommon occurrence just now), but when it did arrive, it was dispatched by overnight courier, again free of cost. Peter and Matt in Matki technical services are to be congratulated on exemplary customer service in difficult times.
Thank you.

"Brilliant after service"

I felt obliged to contact you in order to express my huge appreciation in respect of the customer service I have just received. To say it was exceptional is an understatement and it is without question the best I have ever received. By way of explanation, I contacted you yesterday 30th June in order to purchase a replacement top rail insert for my shower cubicle which has been installed since 2012. Fully expecting to pay and to install it myself, I was advised that the spare in question had been identified as problematic in the past on which basis it would be replaced free of charge. Within ten minutes, somebody contacted me and advised that an engineer was available on the 1st July to address the problem. Following a phone call en route to advise of an imminent attendance, the engineer - a courteous, friendly and knowledgeable chap called Alan - duly arrived on time and proceeded to remedy the problem along with a couple of other issues he identified during the repair. Put simply, the whole experience was an outstanding example of customer service and I cannot thank you enough for your prompt resolution of the issue. Well done to all concerned and please ensure that those who assisted me are made aware of my gratitude. Also, feel free to use this testimonial if it is helpful to do so.