HeatandPlumb Reviews

Name: HeatandPlumb
Address: 72 Molesworth Street, Wadebridge, Cornwall
Rating: 1.99

2.0 Rating 137 Reviews

23 %

of reviewers recommend HeatandPlumb

2.0

Based on 137 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 48%
Accurate And Undamaged Orders	Greater than 58%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	6 - 12 Hours
Customer Service	1.8 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About HeatandPlumb:

Buy Heating and Plumbing supplies Online who has Over 55,000 DIY Supplies, Fittings and Materials at amazing prices. HeatandPlumb.com has become a household name amongst the DIY in who is frequently processing 3000 plus orders per month the UK. Some of our best-performing product ranges include boilers, bathroom suites, shower enclosures, radiators and disabled products.

Visit Website

Phone:

0120 881 2587

Email:

sales@heatandplumb.com

Location:

72 Molesworth Street, Wadebridge
Cornwall
PL27 7DS

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My first experience of Heat and Plumb was a good one, therefore I ordered again from them when the basin that I originally got a crack through it shortly after being installed. I cannot express what a disastrous experience this has been the second time around. When ordering, I was told that it was impossible to order the basin without the pedestal even though I had an email from sales saying I could. Eventually the order was put through and I received an email informing of delivery the next day, Thursday, which was waited in for. It didn't arrive. Friday I rang up and was told it would arrive either Friday, Saturday or Monday. We waited in - it did not arrive. Tuesday I made an early phone call. I was told it would arrive between 11 am and noon. It didn't. I made yet another phone call and was told it would arrive by 6pm. It didn't. I contacted the team by Chat later that evening to get a message about the non-arrival to the person dealing with my complaint. I had a phone call this morning to follow up and was told I would be contacted again after they had got in touch with the delivery firm, and this would be before I went to work. I didn't get the phone call. I have just called again and am now awaiting a call back in the next half hour. I honestly don't know what on earth is going on but this is appalling - goodness knows how many hours I have spent waiting in and making phone calls following up the non-delivery. I am frankly sick and tired of listening to the voice-over sounding so wonderfully helpful when my call is connected. Don't be fooled by this - the service is polite, yet appalling at the same time. It is also difficult to understand what people are saying which is also very frustrating - I haven't spoken to one employee yet who is easy to understand. I am still trying to work out the name of the employee who is "helping" me as no-one is saying his name clearly. Honestly, I wish I'd never purchased from here but unfortunately I can't purchase the matching basin for the pedestal anywhere else - I should know - I have looked as I would prefer to cancel the order and go somewhere else. This company seems fine if there is no problem. If you can't tolerate being messed around left, right and centre then I strongly suggest that you avoid at all costs.”

Helpful Report

Posted 6 years ago

“I have considerable empathy with some of the other reviews left by customers of HeatandPumb. My experience was not satisfactory and I would not recommend them.”

Helpful Report

Posted 6 years ago

“Do not even consider of using HeatAndPlumb. Their customer care is appalling. I tried to return an item and get a refund for more than a week after spending endless time on the phone with a guy from the customer care which is only able to mumble unacceptable excuses. I think they probably are not even a manufacturer but just a broker which buys item from manufacturer at the time of the order. They probably don't have a stock or a storage, which means that they can't handle failures in the supply chain.”

Helpful Report

Posted 6 years ago

“HORRIFIC COMPANY- DO NOT ORDER FROM THEM!!!! I ordered an expensive toilet from them, it arrived damaged. I asked for a replacement, this arrived damaged. Each time you have to send photos of the damage to them before they will even consider a replacement. I have now been waiting a week for them to collect the toilet and issue a refund They keep saying someone will collect the toilet and it never happens. I keep taking days off work as they say it will be collected and they don't show up. DISGUSTING company.”

Helpful Report

Posted 6 years ago

“Awful customer service and customer service policies. Short term thinking”

Helpful Report

Posted 6 years ago

“I purchased a shower tray which was expensive. The measurement that I was giving by the builders were wrong and therefore the order I received needed be returned. The item was never opened from the package however one week after requesting for the item to be returned for a refund, I am still being told we have to “investigate” to see if we can take it back even though I requested for the return within the 14 days of the purchase. In the mean time my bathroom is being delayed due to this as I cant afford to purchase another one with the correct size until the one I have is returned. Booked in three times for the item to be pick up by a courier organised them booked time off to stay in ALL day and no one turned up, when it did eventually got picked up they claimed that the courier has ‘lost’ the items (beer in mind it’s a massive shower try) therefore they are delaying my refund. Absolute atrocious customer services! Never use them again.”

Helpful Report

Posted 6 years ago

“Don’t buy from them, if there’s a faulty/ broken item they will need you about. The small saving in cost Is not worth the hassle, buy from a more reputable business.”

Helpful Report

Posted 6 years ago

“Terrible company. I made numerous tel calls to ask advice on buying toilet unit, cistern and flushplate. Based on their advice - they gave me specific order numbers - I bought the three items which have subsequently proved to be incorrect. Due to builder having baby there was a delay in work progressing and boxes not opened for six weeks and their mistake realised. So, despite it being totally their error they won’t refund. They are saying I’m lying even though I’ve sent them copies of my phone bills detailing the calls - which they requested. Appalling. Would give them zero stars if that was an option.”

Helpful Report

Posted 6 years ago

“Avoid, Avoid, Avoid. These fraudsters ignore UK law. You'll get a snotty email from Manish. Goods arrived broken but as not reported within 2 days I'm not allowed to return them under heat&plumb law. There is no returns address anywhere on their website either. Have to go through section 75 credit card claims. Bought replacement from another retailer and arrived in different packaging and intact which makes me suspicious. Do yourself a favour and pass on this company - the prices ARE too good to be true!!!”

Helpful Report

Posted 6 years ago

“Delivery was due for 8th May, took a days holiday to accept delivery. Never turned up. Arranged delivery for today, family member to accept delivery. Courier to ring 2 hours prior to delivery, never turned up. Delivery due tomorrow, to be left with neighbour. I’ve had to ring and chase up on both occasions. Third time lucky. Not life or death but so frustrating. Worse service I have dealt with online.”

Helpful Report

Posted 6 years ago

“Chrome radiator rusty within 8 months - asked for a refund but they dispatched a replacement to an address I no longer lived at for 8 months ago. Promised refund and never happened and then told to get lost as they sent out a replacement even though I never got it. AVOID!!!!!!!!!!!!!!!!!!!!!! rubbish quality and service - it will cost you in the long run”

Helpful Report

Posted 7 years ago

“Very poor customer service and defective goods. I will never use again. 3 days waisted waiting for deliveries of defective goods. Paid £120 for a wall hung toilet and over £500 on other items. The 1st toilet has serious defect in the glazing in the bowl making the toilet unsanitary. They exchanged for a 2nd, this toilet had defects in the external glazing. I said I would accept a 3rd exchange if they checked the toilet before dispatch. The 3rd toilet arrived and was the worst of the bunch with numerous defects in the glazeing. It had clearly not been checked. The customer service team are based in India and obviously can not pop to the warehouse to ensure they check the items. It would appear that some of their stock is of poor quality, not subject to adequate quality checks. The fist and 3rd toilets should not have left the factory and the 2nd sink should have been sold as having defects. They will not issue a delivery time slot so you will have to wait in all day. To have wasted 3 days off work to still not recive a good quality toilet is not acceptable. There are better suppliers at the same price.”

Helpful Report

Posted 7 years ago

“Completely unacceptable. Goods arrived in separate deliveries which was not explained clearly at checkout. On finding out, I realised I would need to cancel part of the order and buy a radiator locally to have it on site on time. I have been charged £20 plus VAT for collecting unwanted goods. I have been told that I have to return the other part of the order myself to their warehouse. Failure to agree to either of these means I won’t get my refund.”

Helpful Report

Posted 7 years ago

“I have had the worst shopping experience with Heat and Plumb (who also trade under Pioneer Bathrooms). All looked good initially - items delivered on time. However, when items were removed from packaging they were significantly damaged. I emailed Heat and Plumb, providing them with photographs of the radiators. No reply. I phoned the next day and was told I was not entitled to a refund or replacement as I had not reported the issue within 7 days. This is in breach of Consumer Rights as confirmed by Citizen Advice when I phoned them but it took endless calls, emails and repeating my rights to finally get my money back. In total, there have been over 45 emails going back and forth. Mainly me chasing them up as they ignored my last email. I have had to submit photos of the radiators, then the packaging, then the packaging without masking tape. I’ve been passed from one person to another. Two managers were involved but quickly disappeared leaving their staff to it. These staff in the main were unhelpful. I have offered to drop off the radiators myself to speed up collection and return of my money. Unsurprisingly, this offer was ignored by Heat and Plumb who are clearly set on delaying the return of customers’ money. The items were collected (finally) and it took a further two days and a phone call for me to receive confirmation by money (£800!) was going to be refunded. In summary, it took two weeks to get a refund. I feel I have had a lucky escape and would recommend people avoid this unprofessional company.”

Helpful Report

Posted 7 years ago

“In the ongoing saga of the return of 2 toilet seats to Heat & Plumb / Pioneer bathrooms they have now taken to blackmail - see email from them below - they wont take return of the goods until I remove negative reviews. It's negative for a reason & would not be if Heat & Plumb had acted correctly. Do not deal with this company. They seem to think they are above Consumer Law & the Distance Selling Regulations. Hi, We looked at our Trust Pilot, the negative review is still not been removed. As we are making special arrangement for your collection, we need this review to be removed before the collection is arranged. Please confirm once this review is removed so we can arrange collection. Kind Regards, Manish”

Helpful Report

Posted 7 years ago

“Ever tried returning anything to Heat & Plumb / Pioneer Bathrooms? Don't waste your time. Poor quality items. We've been chasing them for about 5 weeks to return them. As good as useless.”

Helpful Report

Posted 7 years ago

HeatandPlumb is rated 2.0 based on 137 reviews