“Perfect Transaction
Found Aqva after being dealt with by dealing with Victoria Plumbing,s Robots which they use for their customer service which as you can imaging was a total waste of time. What a breath of fresh air it was to deal with a Real Company with Real People for Customer Service. I called to request availability of an Oak Toilet Seat 6 Days before Christmas to finish my bathroom restoration. I was asked if I was happy to be put on hold while they called the Supplier to check stock and within a couple of minutes was advised that it was indeed available but normally in 7 days but they would see what they could do. I orderd the Seat and 4 days later (two days before Christmas ) it arrived Well Packaged and ready to fit. It looks great fitted and it was a perfect transaction - quickly delivered and my questions were answered promptly by the team. Many thanks, will happily use again.”
“Wow, this company has zero customer service skills and the very thought of trying to work with their clients to get an order changed, corrected, replaced is pointless as they don’t have a scooby on how to help buyers. As a result of their unwillingness to replace a shower part I had to drive to do a 130 mile round trip to pick up parts directly from where they get their stock from (Lakes Gloucester) to ensure my bathroom was completed on-time before my builder went on a three week holiday.
The staff are polite but customer service skills have a lot to be desired!!”
“Never buy from this company!!!
Bought two Duravit basins, one came in it’s correct packaging/boxing complete and undamaged. The second was wrapped in bubble wrap, incomplete without fixings and damaged/cracked in one corner.
Have basically been told by Aqva that I am not entitled to a replacement or a refund and the damaged item was brand new, clearly it wasn’t and is most likely a return by another customer or they are selling secondhand items and at £300 each and other items on the same order totalling £1000 I expect a fair service.
I contacted Duravit directly and they confirmed that Aqva are not an official Duravit reseller so be warned, you may receive damaged or secondhand goods from these charlatans and you will have no recourse whatsoever.
Trading Standards have been notified as Aqva’s actions breach UK Online Trading law.”
“Awful experience. Ordered almost an entire bathroom with them, we needed it urgently and their delivery estimate before ordering was 2-3 days so that was why we chose them. No delivery information was sent initially, then when the stuff finally arrived the problems started. First they had sent the wrong vanity unit. Mistakes happen and we would have been understanding about this, but instead of apologising they acted as if it was our mistake (it wasn't, we ordered the correct one) and asked for photo evidence so they could decide whether to take it back. We did this, and then instead of sending us the unit we urgently needed, they said they would only send out the replacement once it arrived back with them. They seemed much more worried about getting the other unit back than sending the one we ordered and paid for. When we finally received it, the fixings pack was missing so we couldn't even install it. We contacted them immediately but they were very uninterested and we have not received them yet. We also ordered 2 mirrors, onIy one arrived and when we contacted them about this they acted as if we were lying. The mirror that did arrive was broken, and again they wouldn't replace it until they received the broken one back. We still haven't received a replacement and have heard nothing from them for days. I would not recommend this company and will never use them again. They made the whole process very stressful, their customer service was not helpful and just kept fobbing us off with automated responses. In contrast, we bought other items from Drench and Victorian Plumbing and they were excellent. I am considering involving Trading Standards as they have been so utterly hopeless.”
“Product was boxed damaged. Opened it 16 days after delivery due to builders covid and when I notified they argued that the swap was 14 day, so I was out of luck. They do poor quality control, because the box was not damaged and the unit was packed damaged, actually missing dowels. Be careful buying from these guys, not responsive and poor quality control from their suppliers.”
“DONOT use this company they refused to refund money owed because they said the panel was damaged when it was returned. The parcel was returned within a week using their return label. I had to pay postage and returned it using the post office approved postage. It was still in original packaging ! They said I should collect the damaged panel when I live miles away. The photo they sent of the supposed broken panel was very unclear. The customer service was very unhelpful”
“I ordered a kaldewai saniform bath for £291. Aqva delivered an unpackaged Europa worth half the price which had clearly been returned before by someone else. Their support line were very poor, they ignored my emails and failed to collect the item until I sent them a registered letter requesting a full refund under consumer law, which you can do within 1 month of delivery. Take my advice and avoid this company.”
“Ordered a shower screen which unfortunately we only opened today as we were unable to get a builder. The item was faulty and damaged. Called Aqva and have been told that on their website they “kindly” say you have 14 days to return faulty goods. Knowing consumer law and having since speaking to Trading Standards this is NOT applicable. If you wish to receive products from a company which follows UK Trading Laws and non broken products - look elsewhere.”
“I placed an order on 29th April ref 331762
It was supposed to arrive on 5th May and it didn't.
I telephoned AQVA to be put through to a call centre. No information could be provided, no manager was available, no tracking number was in their system. I waited for 30 minutes.
They advised the company dispatching the goods are looking into it.
My request for a contact number for the company and/or manager were refused.
I would not recommend this company.”
“Shocking experience from this company. Placed a £1000 order. Claimed all items in stock, however they weren’t. Had to go through the process of writing an email to initiate refund. Still waiting for this. Trading standards involved. Will have to claim refund back through credit card. Don’t order from this company.”
“I ordered an item in December, it was faulty and so somebody came to collect it. The replacement was also faulty. Since then I have been calling and emailing customer services, at first to request a replacement and now for a refund. It is now mid-February. The response I get is that there is an issue with the suppliers and I need to wait until that has been resolved. When I call they often advise me to email and then it takes days for them to reply. This is the worst customer services I have ever received. Do not buy anything from them.”
“This company is awful. After ordering over a week ago, the helpline has no idea how to deal with the 'missing order. I have to speak to another team, is the reply, they cannot email me with an explanation, they do not have access to email.....many alarm calls being rung here......cannot refund me until they find the parcel......currently on 30 minute hold......”
“Tap appears to be fine, the associated waste was not as described on the website. Aqva would not honour their commitment to supply the waste as described, despite many emails and escalation via Trading Standards
After Sales service is none existent and ignorant of inaccuracy
Refund has not been initiated, despite requests
I will never buy from this company again and would suggest extreme caution for anyone considering a purchase from Aqva”
“DO NOT USE, BEWARE
Shocking company, we are now nearing August, wonder if I will ever receive the tap I ordered and paid for in April!!! Shocking customer service and full of false delivery dates. Do yourself a favour and pay a little extra from another company then you won't end up in my situation, out of pocket and without a product!!!!! One very unhappy customer.”