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HeatandPlumb Reviews

2.1 Rating 129 Reviews
25 %
of reviewers recommend HeatandPlumb
Company Reviews Questions Metrics Info
2.1
Based on 129 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 47%
Accurate And Undamaged Orders
Greater than 55%
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
6 - 12 Hours
Customer Service
1.7 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
Read HeatandPlumb Reviews

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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HeatandPlumb 1 star review on 4th August 2023
David Harbron
HeatandPlumb 1 star review on 14th April 2023
Kaz B
HeatandPlumb 1 star review on 14th April 2023
Kaz B
HeatandPlumb 1 star review on 14th April 2023
Kaz B
HeatandPlumb 1 star review on 14th April 2023
Kaz B
HeatandPlumb 1 star review on 14th April 2023
Kaz B
HeatandPlumb 1 star review on 24th August 2022
Denise Tolland
11
Anonymous
Anonymous  // 01/01/2019
Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Abigail
Verified Reviewer
“If I could make this zero stars, I would. This has been the worst and most painful example of terrible customer service that you could possibly imagine! Fundamentally, you should not buy items through HeatandPlumb! Our first order was for a toilet which was terribly packaged and arrived smashed to pieces, not once but twice! Getting a replacement took a while and they said they were out of stock. We did eventually get it but not without lots of chasing. Then our second order was for a shower tray- their specific instructions are to open all items and check for damage on delivery (after the toilet fiasco we knew the importance of checking!). Then, when we realised it wouldn’t work in our new bathroom, because the packaging had been broken, they wouldn’t accept a return!!!! So they basically con you into making your item unreturnable! And then ignore your legal right to a 14 day cooling off period for online orders in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - which states that it doesn’t matter if you have broken the packaging, they are legally obliged to give you a refund. They were unhelpful and discourteous. I will never use them again. I am expecting a baby and this is not a stress that I need right now - they have essentially stolen £190 of our money. The final straw is a second loo we bought for another bathroom. On initial inspection it looked fine but once plumbed in it leaked through a tiny hole. I have no faith that they won’t try to wriggle out of the refund on this faulty item too! I’m thoroughly depressed by the sad state of the world when the consumer means so little to a large company.”
Helpful Report
Posted 4 years ago
Mark
Unverified Reviewer
“Extremely disappointed with this company’s service. I ordered a shower door, was told online it was in stock on a 3 day lead time. Waited more than 3 days, eventually spoke to Vishal who told me there was an issue with their suppliers. Heat and Plumb are just the middlemen, they don’t stock shower doors themselves! After being advised my door would be delivered last Thursday and waiting in all day it didn’t arrive. Contacted them again and I was told there were technical issues and or courier issues. Clearly just excuses 😠. After originally placing my order on the 22nd June I have finally received a refund to my credit card today. So over 3 weeks down the line I now have to buy a shower door elsewhere. Absolutely appalling service, if I could give zero stars I would. Buyer beware I would advise not touching this company even with a very long barge pole!!”
Helpful Report
Posted 3 years ago
Tony Shure
Verified Reviewer
“No issues and great customer service. I needed to buy a new boiler and after speaking with their technical team to get some advice, I ordered very easily and delivery was within 3 days. Really pleased. It seems this website is only used to moan whereas reviews on Trust Pilot are good. I will return in the spring to purchase a shower enclosure.”
Helpful Report
Posted 5 years ago
Ollie Robinson
“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 6 years ago
Angela Eckersley
Verified Reviewer
“Rated 1 out of 5 stars Updated 3 hours ago Verified The goods did not arrive because of DIRE administration The goods did not arrive! I contacted the company to ask for delivery contact details and was refused. They told me that the delivery had been made - then they told me that the delivery driver could not find our address - then they told me that they had contacted the delivery company and that the driver was half an hour away! All lies. My husband took a whole day off work to help with the delivery as per their instruction that assistance would be needed for items weighing more than 30kg. What are they trying to hide by not providing details of the transport company they are using, and with holding contact information. If the driver had my address and telephone number why was no contact made if he could not locate us - I do not believe a word I have been told and will be cancelling the order and claiming compensation and reordering from a different supplier. UPDATE> UPDATE >UPDATE. MONDAY AM. I have just received a telephone call from this Company - no apology - but a gesture! Actually I was offered £25.00 - which is an insult. As previously stated my husband complied completely with their instruction requirements and due to THEIR dire communication system with the transport company and ourselves lost a days wages. The person I spoke to blamed the transport company - saying that some of their transport companies do not provide tracking details or communication options HOWEVER I pointed out that they were employing the transport company - so the issue should be dealt with between themselves and THEY should be compensating us - and claiming the refund from the transport company IF indeed the transport company was to blame. If the excuse given is true - i.e. they are using uncontactable delivery companies to transport their goods - my question is WHY have they chosen this method - as in the event of a BOOKED non delivery the only person losing out is the customer so whilst they were slightly cheaper than other bathroom companies initially - the actual cost has resulted in the item costing double! Buyer beware- in these times of huge price rises - NO ONE can afford to lose an entire days earnings, so choose your supplier carefully!!!!!!!!!!! IF THERE WAS a ZERO star option HeatandPlumb would be getting it. Date of experience: 07 July 2023 Edit Reply from HeatandPlumb.com Updated 4 hours ago Dear Angela, Please accept our sincere apologies for all the inconvenience you have to bear due to the issue. The reason we were not able to provide the tracking link is different suppliers do have different couriers, although it's crucial information but not all courier companies are providing tracking details. Furthermore, we would like to assure you that feedback has been shared with the transport Team for the inconvenience, advise them to inform the drivers to call the customer directly to inform the delay in delivery if it is as late as 4 pm. We do really understand your situation but due to the nature of business sometimes such things happen. We can confirm that the Vanity unit was delivered to you on 15th July 2023. Indeed we cant compensate your precious time, which was wasted over waiting for the deliveries, But looking at all the inconvenience you had, can offer a reasonable discount on your upcoming purchase. This is the least we can do. I must once again apologise for such inconvenience. Best regards, Team, HeatAndPlumb”
Helpful Report
Posted 9 months ago
Darryl Griffiths
Verified Reviewer
“Courier came today and instead of contacting me or getting a neighbour to take my parcel in they chose to return it and are going to charge me a fee to redeliver plus I’ve lost an afternoons work due to not having the materials so I’m fast I’ve lost a considerable amount of money. I’ve had issues with them before but I’m leaving a bad review this time. Bought the item from Drench.com and won’t use heat and plumb again!”
Helpful Report
Posted 9 months ago
Rizwana Farooq
Unverified Reviewer
“Read the return policy carefully as you have to pay for the returns and as the items are not small or light weight it can cost same as the product. I wish I had read the return policy rather than assuming. I ordered the optional items that the website showed for my shower tray and the enclosure but my plumber did not use them so when trying to return it was costing me the same amount as what I had paid. I was actually really shocked that we had to pay for the returns.”
Helpful Report
Posted 9 months ago
Mark Davies
Unverified Reviewer
“Ordered a unit I'm a bathroom fitter it came poorly assembled they said would replace which they did, it came at 6.45 in morning this is not acceptable, anyway came to fit not one bit of instruction for instalation no measurements for brackets and after two hours I realised bracket was broken cheap alloy I sent messages with pictures never got response never purchase again product not worth it”
Helpful Report
Posted 3 years ago
Lee Lindsay
Unverified Reviewer
“Placed an order online , I had to then call them after 3 attempts eventually got through to an overseas call centre , the first person said they had no order on record, I called back again and the second person found the order I had to ask for a copy to be e-mailed to my address. Then had to contact them re delivery, online chat, they said they can do next day delivery, but they simply can't. Another call to cancel my order, and ask for a refund, and I'm not at all confident they knew what I was asking for. In the end I have raised an issue with paypal.”
Helpful Report
Posted 3 years ago
G Yeomans
Verified Reviewer
“purchased Nuie mdf water resistant gloss white side and end panels and received within 3 days of ordering.Installed 5 days later and within 2 days the upper edge of end panel where it abuts to bath tub lip as blown. Silicone sealant was forced into all joints with only the manufactured edges showing so water cannot enter to back of panel which is not vinyl wrapped, No problem,it as a 5 year warranty contacted Heat and plumb and reply I got back is the problem is caused by water ingress. What load of rubbish its total garbage cheap and nasty, I had previous panels from bathPanelStore and they where perfect after 12 years and installed identically ,only replaced as new bath as been installed and they where to short to fit. DO NOT BUY THESE NUIE PANELS YOU WILL REGRET IT”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“I placed an order a month ago for 7 radiators , have received 3. Endless excuses, many phone calls and emails. Getting nowhere having spent £2000.”
Helpful Report
Posted 3 years ago
Anonymous
Unverified Reviewer
“Placed an order, that should have arrived within 3 days, to be told after I had ordered and payed for the goods, that they may be a week or more! No good to me as I had a plumber booked. So I cancelled the order and asked for my money back. They have given me excuse after excuse why they could not give me a refund. They accused me of having had the goods and lying about it!! It has taken me 6 weeks, numerous phone calls, emails and eventually getting my credit card company involved and threatening them with trading standards to finally get my money back yesterday. Never never never deal with this company!!”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“The most useless company I have ever had dealings with. Have used this company a few times now and every time a terrible experience, They blamed the delivery company saying it wasn't delivered because I wasn't there, I was there all day, the delivery company hadn't had the order! (fact) The latest they send me the same item over and over which was wrong when I made sure on the phone that I hadn't made a mistake, which I hadn't, then try blaming the manufacturing company for not advertising it correctly but it was heat and plumb website I ordered it from. I've been back and forth for over a week now and all they offer is my money back not an alternative and I've got to wait another week for that to be in my bank, didn't take that long to take my money. Don't touch this company they are an absolute joke”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“Avoid this retailer if you have a choice.... We purchased a Prestige Basin from Heat and plumb to find that it was of very poor quality with obvious manufacturing defects / faults. Heat and Plumb have tried to wriggle out of returning the item despite it being faulty and in the 14 day cooling off period. They have even said that there will be charges for the return and re-stocking. It has cost me lost time and additional parts purchase. No apology from heat and plumb just loads of hurdles in the return process which is still on going. As others have also pointed out they are quick to take your money but make it impossible to return / refund an item claiming at every opportunity that its the customers fault. I know my consumer rights and they will not win, but why does it have to be a battle... My advice is to best avoid this retailer.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“BEWARE DO NOT USE …. Customer service WORST experience I have ever had . Bought a shower set , when installed noticed the showerhead was damaged . Contacted them to be told there was nothing they could do because I hadn't reported it within 72 hours which is total rubbish a customer has a reasonable amount of time and as I explained I wasn't installing the shower straight away as workmen were not at that stage . Totally quoting terms and conditions that's all they could say ridiculous Trading Standards notified expect your shower back .”
Helpful Report
Posted 4 years ago
Anne Stanton
Verified Reviewer
“Ordered a vanity unit on April 1st and selected delivery for April 8th and got email confirming delivery. Waited in all day, as delivery was between 7am - 6pm but delivery never happened. Called them next morning and was told that my goods would be delivered either the coming Thursday, Friday or the Monday of the following week !! When I queried the lack of a definite date, I was told that as I lived in Scotland, delivery would be the next time they had other deliveries in Scotland. What kind of company operates this way...deliveries are organised to suit them..not the paying customer. I cancelled the order there and then and requested a full refund, which should take 5 days...we'll see. I would not advise anyone to use this company.”
Helpful Report
Posted 5 years ago
Anonymous
“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 6 years ago
Tim Wheaton
Unverified Reviewer
“I had a very expensive bathroom installed and my contractor used Heatandplumb. Within one year, the fronts started peeling off the vanity units, supplied with two bathroom sinks. The fronts of all four drawers began peeling off. I complained , and eventually received a response after chasing to be told that only the mechanism was covered and the drawer units were not under warranty. I then asked how much it would cost to replace. They advised they were out of stock and did I " want to see the catalogue?" Very poor post sales, customer service and product. Avoid!”
Helpful Report
Posted 8 years ago
Anonymous
Verified Reviewer
“Do not use this company, zero care of the customer. Hides behind small print and small print 'Terms and Conditions'. We ordered a few items from Heatandplumb and unfortunately one of the goods arrived damaged. Value £600+ Despite boxes being sealed and not opened and kept safely until the plumbers needed them, they were damaged in transit except we couldn't prove it. if you do order do more than peek in boxes. Get each item out and inspect for damage as trying to claim or change after 4 weeks was extortionately expensive and exchanges not possible due to stock unavailability. The items are likely to suffer from shipment damage because they are constructed with cheap chipboard and thin brackets. Tried many times to resolve no support given and company disputed section 75 claim with vigour. Go elsewhere just to deal with humans who care if their customers are suffering. I dislike writing these but feel completely let down.”
Helpful Report
Posted 7 months ago
David Harbron
Verified Reviewer
“Ordered Villeroy & Boch tap and waste for a deck mounted basin, as shown on the HeatandPlumb website photo shown below. The narrative did not say that the supplied waste would not be compatible and the order process did not give any opportunity to select a different, compatible, waste. HeatandPlumb say their photos are "purely illustrative" which means that the fault is mine for believing that I would get what they advertise. They will accept a return of the complete order, presumably at my expense, but I paid £84 to have the tap fitted and it will cost the same to get it removed, so that's not realistic. A reasonable supplier would simply exchange the wrong waste for an appropriate one and change their advert to avoid other people falling for the same error but they flatly refuse to take either action.”
HeatandPlumb 1 star review on 4th August 2023
Helpful Report
Posted 8 months ago
HeatandPlumb is rated 2.1 based on 129 reviews
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