Ordered traditional antique brass valves and pipe covers. Rang to check they could be delivered next day (Saturday). and with additional postage it was no problem. Other suppliers would not guarantee... Mehr ansehen
Unternehmen hat geantwortet
Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
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Das sagen Bewerter
Good response time when queries raised. Haven't checked the radiators yet as they were delivered the day we went on holiday. However the driver was completely clueless and had no working SatNav and no... Mehr ansehen
Unternehmen hat geantwortet
Ordered quickly dispatched, call to say arrived and fitted, customer has heat on their nice new radiator, outside temp 34 deg. Thank you for your speedy service.
No dislikes on your part, very good quality valves and quick despatch, but I had to phone DPD after they told me parcel was delivered (long wait on automated answering system). Eventually told it was... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
Vom Unternehmen geschrieben
Radiators 4u has been a trusted, independent UK radiator supplier and heating specialist since 2002. Operating from our Kiln Road base in Portsmouth, we help homeowners, interior designers, and trade customers across the country find the perfect heating solutions for any renovation or building project. As an established online radiator retailer, we stock a comprehensive range of high-quality heating products. Whether you are looking to buy designer radiators online, source classic column radiators, or purchase traditional cast iron radiators, we offer styles to suit both modern and period properties. Our extensive catalogue also includes space-saving vertical radiators, bathroom towel rails, energy-efficient central heating options, and essential accessories like thermostatic radiator valves. We make upgrading your home heating straightforward, providing free UK delivery on standard off-the-shelf stock, fast next-day delivery options, and bespoke, made-to-order radiators tailored to your exact specifications. Browse our full collection online at www.radiators4u.co.uk or call our Portsmouth-based team of heating experts on 02394 216 216 for friendly, practical advice on BTU outputs and radiator sizing. We will always respond to any reviews within our 24 hour service level agreement. For Cast Iron Radiators see Cast Iron Radiators 4u, for Column Radiators see Column Radiators 4u, for radiator valves and accessories, see Radiator Valves 4u.
Kontaktinformationen
Unit 4, Victory Trading Estate, Kiln Road , PO3 5LP, Portsmouth, Vereinigtes Königreich
- 02394 216 216
- cs@radiators4u.co.uk
- www.radiators4u.co.uk
4,4
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Das haben sich andere Leute angesehen
Rail arrived with a huge dent in it
Rail arrived with a huge dent in it, packaging was undamaged so the rail was packaged faulty. As we did not see the dent and scratches in the first three days (as we left product in the perfect packaging) no refund or return offered. Look at the Trust Pilot reviews where they have 1.8 stars out of 5. Lost out on hundreds of pounds as radiator can't be fitted and no help given.
6. Februar 2024
Antwort von Radiators 4u
Hi Katy,
We're very sorry to see this feedback.
Your goods were ordered on the 31st October 2023 and delivered on the 3rd of November 2023. You then reached out to us on the 5th of February 2024 to report the damage, which is 94 days after delivery.
You advised us that you had only inspected the packaging which did not show signs of damage, but you have not actually inspected the radiator itself.
We were advised you have kept the goods packaged up since delivery, until the 5th of February when you had a plumber on site for fitting.
You then followed up with an email where you have stated you were reporting the damage within the 90 days of the product arriving with you. Please refer to our Terms and Conditions below:
"8.1 You shall be deemed to have accepted the Goods 24 hours after delivery.
8.2 You should carry out a thorough inspection of the Goods within 24 hours of delivery and should inform us immediately of any defects or missing parts which a reasonable examination would have revealed. Written notification to us should be received within 3 working days of delivery of the Goods.
8.3 Where you have accepted, or it has been deemed you have accepted the Goods, you will not be entitled to reject goods which are not in accordance with the contract."
Despite your delay in reporting the damage to us, we have still reached out to our manufacturers to see if there is anything they would be able to do as a gesture of goodwill. We explained to them that you have stated the packaging looked intact so this dent went unnoticed.
Unfortunately they advised they would not be able to offer a replacement, refund or repair due to the delay in reporting the damage. We explained to you that our manufacturers hold the same policy as us - 3 days to report damage/missing parts or items - as the time window to investigate whether an issue could have occurred in transit or before despatch is very short. After a certain time, damage on site becomes a very real possibility.
You have not been able to conclusively prove that the radiator was delivered damaged, and that there was no damage to the external packaging. We have only received two images, both only showing the damaged fragment of the radiator, taken and sent to us over three months after delivery, and we have not received any photos of the packaging. At this time, it is not possible to prove the condition of the item when it was first received.
As we are unable to offer any further assistance with the damaged radiator ordered on the 3rd of November, we offered to assist in purchasing a new radiator with a possible discount.
We have also explained the difference between the time period for inspection versus our returns policy. We happily accept returns up to 90 days from the date of purchase (which you are also outside of), for any goods unused, undamaged and still in their original packaging. This does not in any way relate to the time window given to report damage or missing parts.
We have offered and supplied touch-up paint as a gesture of good will in order to partially alleviate the damage.
We will still be happy to assist in purchasing a new radiator should you wish to replace the one you've got now. Please feel free to reach out to us on 02393 162 169 to discuss.
Thank you,
Column Radiators 4u
After Sales
Extremely poor organisational logistics.
Heating Engineer Review.
1st time I’ve used this company & Last due To being unable to send the correct radiator end bushes which took 4 attempts and 2 weeks to resolve including 2 telephone conversations and email correspondence.
Ordered 1 column lacquered vertical radiator (nice finish) bushes arrived separately when trying to install I found 3 left side & 1 right side orientation, I was advised by phone these are packed elsewhere. I Asked for 1 right side and consequently received 2 left, emailed to advise of circumstance then received 1 left & 1 right in WHITE?,
Requested 1 right in lacquer then received 2 left and 2 right, I offered to return all the spares I’d accumulated but was advised to put them in my recycle bin, what a total waste.
I advised Sue who’d dealt with the whole process personally that fortunately this product was for my own property, had it been for a customer they’d have a totally different circumstance to deal with.
I was advised by Sue that the above was an isolated incident which I struggle to comprehend as they had 4 attempts to get it right, and on 3 attempts bushes where sent loose and not in original packaging therefore from their own stock.
Unfortunately for Radiators 4 u they have lost my future business to the tune of thousands of pounds, however
Fortunately I use another (Reliable) provider who include column radiators with bushes pre installed - What a fantastic Idea!! and get it right 1st time.
The above is based on true facts and therefore an objective/diplomatic account of dealing with this business.
17. Oktober 2022
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hi Harry
Unfortunately the first time we knew about your challenge was when your review went live onto this site. We investigated this straight away and found that your original discussion was directly with the manufacturer and not us here at Column Radiators 4 U. Therefore we were not aware of this issue at all. We discussed this straight away with the manufacturer, who were very sorry for the issues you have faced. They also agreed that this should have been handled much better and they also should have informed Column Radiators 4 U about your issues. Therefore they have agreed to refund your order in full. I have called you in the meantime, explained in full and obviously appologised. This is not the service we expect for our customers. We have also discussed you placing a new order for one of your customers, and therefore we have opened an installer account for you. This will give you the added installer benefits and discounts on any new order you place. We hope that you are happy with the after care that you have received from us relating to this challenge, and we look forward to helping you with your new order, and working with us again on your new projects
Warmest Regards
The Operations Manager
Really disappointing service
Really disappointing service. We placed our order based upon the stated 2-3 days availability and it ended up taking nearly 2 weeks. Plus, what was most annoying was me taking 2 days off work unnecessarily for x2 'no show' deliveries ..was a case of third time lucky as they say! Guys, please just be upfront & honest with your lead-times.
5. Oktober 2022
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hi Lawrence Thank you for taking the time to leave a review. I have had a look into this for you. I can see that you placed your order on Monday 3rd October. You then called on Thursday 6th, to check on your order so we of course checked with the manufacturer. They confirmed that same day that we can book your delivery for Wednesday 12th October which was a total of 7 working days, and yes you are completely right longer than advertised. I have also checked and we have only booked in one delivery with you which was on Wednesday 12th October, this took slightly longer because this particular factory agreed to deliver your order on their own vehicle. I cannot see that any other delivery attempts were organised or failed. However I can totally understand your frustration with the lead time. Im sorry to say that the manufacturer has taken longer with your order, and therefore the Commercial Director is having a meeting with the Manufacturer this week to address your concerns so that we can tighten the gap on any delays. Our aim is always to meet the lead time advertised and we are as transparent as possible. We apologise once again that there has been a delay with your order. Kindest Regards The After Sales Team
If I could give no stars I would
If I could give no stars I would. I have spent over £6000 on radiators with these people, the radiators arrived damaged - these should have been checked prior to being delivered to me. A customer service representative informed me that the radiators had been damaged while being transported, which was just a way to take the blame off of themselves as the radiators were clearly faulty before being shipped. When the radiators were all fitted in my house, one of them was leaking due to the gasket being faulty. They sent us new gaskets, we had to pay a plumber to come for a second time to fit the new gaskets however there were further problems. They sent engineers to collect the radiator to resolve the issue themselves (we had already fitted our own cufflinks to the radiator), when the radiator was returned, our cufflinks were missing and the original nipple valves were missing. I had to call the plumber back for a THIRD time to fit the radiator in, we had to buy new valves as they were not returned with the radiator. When I contacted customer services, they said that I should have stripped the radiator prior to returning it (although I was not told to do this) so they could not reimburse me for the missing parts and they also said they do not take responsibility for plumber's costs even though the reason I had to call the plumber out so many times was due to the fact that the radiators I purchased were faulty.
24. Oktober 2022
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
We are very sorry to hear that you are not happy with the last order. I can see that you have placed 5 orders, in total 7 x rads, and we can see that you have also left a positive review in the past.
I am very sorry to see that one of your orders has had an issue with 1 of the radiators. Just to make you aware, all of the radiators are quality checked before leaving the manufacturer. Cast Iron radiators are very heavy and can be anything from 80/100 kg, they are sectional products and as a result of this can become loosened when they are lifted - this may on occasion occur during the last part of their journey.
When we received the issues with the leak, we got straight onto the manufacturer for a solution. We offered to either send spare gaskets or pick up your radiator and resolve this for you, of which you chose the gaskets. As you had further issues, we of course arranged a collection for this to be rectified at the manufacturers.
We of course will fix/repair or replace relating to any issues covered under the warranty unfortunately plumbers costs are not something we cover and this is clearly stated in our terms and conditions which are available on our website.
The cufflinks, you have referred to, are actually the couplers for the TRV valves which are a completely separate product to the radiator, and therefore had no need to be returned with the radiator.
The manufacturer would have removed these parts in order to carry out the repairs needed. We are sorry to hear that these parts were not returned to you but we were not aware that you had returned part of the valve with the radiator. You mentioned much later that these items did not get returned to you. Once we found this out we have offered those parts of the valve and have offered to send those out for you free of charge, you have now confirmed that you would like these and they are being sent out today.
If there is anything we can do to help with this please do reach out.
Terrible product and customer service
Terrible product and customer service. Ordered two radiators the same color one came a different color entirely and then they charged an arm and a leg to replace it. Everything from order to delivery to invoice process was overly complicated and disastrous. At the end of the day would have been less to go with one of the high end radiators companies like Castrads !
23. September 2022
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hi Emilie
Sorry that you feel you had a poor experience with us.
The issue with your order was due to the products you ordered “on-line” coming from two different manufactures.
The paint used was/is the same colour on both radiators, but the undercoat & the base material used by the manufactures can be different & leave a slightly different end finish.
We did send you a bespoke order confirmation to outline what was on your order & our sales team worked with you all the way through the ordering process.
When you reported the issue at hand, our aftersales team worked with you to get this issue rectified. Which we did.
Sorry that you feel you should have took your business somewhere else. The company in question are a good company that we work with & supply on a regular basis.
Now that the issue at hand has been resolved & you have the finish you wanted, I hope you can appreciate the wonderful radiators you have.
Extremely Bad Customer Care
Since complaining Radiators 4u have gone out of their way to resolve my issue which was done quickly and professionally. The cast iron radiator is also awesome and looks great. I am now a very satisfied customer!!!!
Please, please avoid Radiators 4U as this is the worst supplier that I have ever used. They supplied an expensive cast iron radiator in two pieces with a joining tool that did not fit and was useless. I paid a plumber for a days work, drained down the whole radiator system, to be told by Radiators 4u they do not accept any liability. Their QA procedures are non existent and they clearly do not care about their customers but happy to take your money
16. August 2022
Bewertung ohne vorherige Einladung
Still waiting after 3 months, not good
Again a 3 month wait for radiator given countless updates that it is not in stock and emails saying they would arrive but never did. Very poor customer service.
9. Dezember 2021
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hi,
We are sorry to read of your 1 star review.
We understand this is extremely frustrating as this is something we are really struggling with across the board as an industry at the moment due to constant delays with customs and shipping globally.
As per our communication with yourself - manufacturing were expecting stock into them today however we were informed that the ports were closed due to the bad weather experienced at the beginning of the week.
We are confident we will receive confirmation of safe arrival to manufacturers tomorrow and we will continue to keep you regularly updated.
Kind Regards,
After Sales
Three months and counting
Despite multiple calls and emails, we are still waiting for delivery of radiator ordered in August!
Repeatedly given potential dates and assured that it will be chased up but still without the radiator three months later.
4. November 2021
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Thank you for your feedback. I am so sorry to hear that you have waited a while for your radiator.
After investigating and looking through the notes, I can see that the communication from us has not been very good and I would expect more from our team.
The information we get from the factory has also been very sporadic and I would like to explain that unfortunately the radiator issues have been with the supply of the sections to make up the radiators and getting the items actually into the UK.
Unfortunately the dates from the manufacturer were moved by them and not communicated to us on more than one occasion. And we have not been pro-active in chasing for updates either.
I can see that we have now been given a confirmed date from the team and your order is now due to be with you on the 10th November. The team will be instructed to keep you updated and if we have any further information from the manufacturer to keep you informed.
I apologise for the delay and lack of communication and will be discussing this order with the staff at length.
Kindest Regards
Sales & Customer Service Manager
Excellent product so so customer service
The products I received were excellent quality cannot fault this at all. The initial valves I had ordered were out of stock. Made a number of calls and emails with an alternative to be sent. However when they arrived they were the wrong colour. Had a bit of a hard time with customer service in calling me back or getting it sorted, seemed to be very painful process in getting them switched, as they had to determine from the phone call who was at error me or the company for sending the wrong ones. In the end compromise was made and sorted with the sales team who were of great help. Just waiting for a refund on the original valves I returned as I had to pay to switch. For the future a process of like for like swap would make more sense as the valves are not cheap and the wrong ones were the same price. Just seems an overcomplicated process. Otherwise happy with the product and issue resolved.
21. Oktober 2021
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Thank you for your review.
It is great to hear you feel the quality of our products is excellent and we are sorry to hear of the challenge faced during the order process.
Unfortuntely we do not do an exchange service but I understand arrangments were made by our Customer Service team in order to get this rectified as conveniently and quickly as possible and the refund was processed by our Accounts department for the valves returned the same day they were recieved back to us.
We are pleased we could get this resolved and that you are happy with the products recieved.
Kind Regards,
After Sales
Refund given
I ordered an item which was not delivered by the courier and so a substitute had to be sourced. After making enquiries of the courier the company refunded my credit card. So, good to know that the company seem willing to sorted things out when something goes wrong.
4. September 2021
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Thank you for your review. We are sorry to hear of your challenge with the couriers during your order process with us however pleased that we were able to get this rectified and resolved for you quickly and efficiently. Kind Regards, After Sales.
Agro4u
Rubbish service from a bunch of amateurs. Avoid like the plague. Only sorry I didn't read reviews first
15. Juni 2021
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Thank you for your feedback. We are very sorry to hear you feel this way. Just so you know we do have a very strict security check policy in place and it is there to safeguard you and us against fraudulent activity. There are other ways for you to cIear security, which would have also been offered. Obviously these details are not something to discuss on a forum of this nature, however we can certainly discuss further with you in more detail if you wish. Once again we are very sorry that it has not been a very pleasant experience for you. Kind regards, After Sales
Would use again
I ordered some raw radiators from these guys they did exactly what they said they would do, I spoke to them not only to place my order but to get an approximation of delivery time.
Both times staff were pleasant and more than helpful. Would order again without hesitation
27. Jänner 2021
Bewertung ohne vorherige Einladung
Noradiators4U. Utter Rubbish.
Should change their name to NoRadiators4U. Every item I ordered on the 10th December claimed 2-3 working days delivery on the website. Took ‘customer services’ a full 3 working days after payment to inform me that some of the valves I’d ordered were out of stock, so I took a refund for the valves and reordered elsewhere. I emailed the following day to chase a delivery date for the actual radiators, the reply just repeated that they are 2-3 days delivery. Then on the 15th (the 5th working day after my order) I get a phone call to inform me NONE of the radiators I had ordered would be available until the week commencing the 25th, and not until 2-3 working days into that week. No apology, nothing. I have had to cancel the order and find alternatives at very short notice. JUST STOP GIVING DELIVERY DATES THAT AREN’T REAL.
Edit in response to their reply -
My order number is 695, this is a genuine review. I’m not sure what good calling customer services would do, as I have had to find products elsewhere at short notice. And the ‘oh, I think you’re confusing us with another company, we can’t find an order with your initials’ schtick seems to be the standard response for companies who don’t want to admit what bad service they provide.
15. Jänner 2021
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hi AMD
Thank you for your review, although I am unable to find an order that relates to your initials
As it stands we do not believe you have ordered through us
I am more than happy to look in to this further for you, If you could you call me on 02394 216 216 I am more than happy to investigate this for you.
Kind Regards
Laura Hazzard
Customer Service Manager
Hello Anne-Marie
Thank you for confirming your order number.
I have now been able to investigate this for you.
I can see you placed your order on 10/01/21 not the 10/12/2020 as you mention in your review.
We contacted you on 12/01/21 to advise you the valves were out of stock and you responded asking us to cancel them off your order this was done and the refund was also processed on the 12/01/2021.
I can see that you then got in touch with us again for an update on the delivery for your radiators on 14/01/2021 and we advised you that unfortunately the radiators were out of stock until approximately the 25/01/2021 to which you asked us to cancel your order.
We did as you asked and your refund was processed.
Due to current logistical issues we are experiencing some delays on stock and I am very sorry for any inconvenience this has caused you, we are trying to expedite customers orders as quickly as we can, but do have little control over the current situation.
Again, thank you for your feedback & sorry for any inconvenience caused.
Laura Hazzard
Customer Service Manager
Terrible customer service
Poor customer service. Verified personally with them their lead time of 5-10 day delivery before ordering. Have been waiting a month for my radiators now and still cannot have a verified date of delivery. Go elsewhere if you are in need of your radiator soon.
4. Jänner 2021
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hello Andrea
Thank you for taking the time to place your review on Trust Pilot.
Your feedback is very important to us, as all reviews are read and passed to our continuous improvement programme team, this is to help us maintain our grade of service & product quality, also to ensure we improve in areas we could be lacking in.
Reference – Delivery of Goods
I have tried to contact you as I have seen your goods are booked for delivery on 12/01/2021 and left a voicemail.
I can also see we have tried to contact you on again the 13/01/2021 to ensure your goods were received and you are happy with your order.
I am keen to speak with you in relation to your review, please could you call me on 02393162168
Again, thank you for your feedback & sorry for any inconvenience caused.
Laura
Customer Service Manager
AVOID
AVOID! Order your radiators elsewhere!! Appalling unprofessional after sales service after INCORRECT items were supplied, initial remarks were 'manufacturer says they are right' so after a 4 day haggle to convince them the product was the wrong colour, supplying photos etc. it was talking to a brick wall and leaving us without heating for 2 + weeks in Winter while they reluctantly dealt with the issue; the CORRECT ones are finally delivered. Laura at Customer services calls me to discuss compensation options at my request - apparently I should be grateful they are not charging me for redelivery of the products I actually ordered!!! and repainting cost of the same product!! I paid £1,000 for 2 radiators which were delivered the WRONG colour. It has been a bad experience, absolute amateurs. Shop elsewhere.
14. Dezember 2020
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hello Trish
Thank you for taking the time to place your review on Trust Pilot.
Your feedback is very important to us, as all reviews are read and passed to our continuous improvement programme team, this is to help us maintain our grade of service & product quality, also to ensure we improve in areas we could be lacking in.
Reference – Challenge with Colour of Radiator
I can see you contacted us on the 16/11/20 to advise you thought the colour of your radiator was wrong. My team then contacted the manufacturer on the 16/11/20 to investigate this for you.
On the 17/11/20 we were advised the colour was in-fact correct and we advised you of this.
At this point you became rude and aggressive to my team, threatening to attend site.
This matter was then escalated to myself, I then called you on the 18/11/20 to try and get this resolved for you and can see we collected the goods on the 19/11/20 to have them re sprayed.
These were then delivered back to you to which you advised you were happy with the goods.
On the 14/12/20 you called to demand compensation and when I advised we do not cover subsequent loss, you again became aggressive.
As mentioned when we spoke it is completely your right to report us if you feel the need to do so and we will respond to any complaint we receive
Again, thank you for your feedback & sorry for any inconvenience caused.
Laura
Customer Service Manager
Really expensive and poor quality tvr
Really expensive and poor quality tvr. A year out of the warranty and leaked all over my ceiling and wall below. They can’t do anything as it’s out of its measly 2 year warranty for the £90 they cost. Don’t bother by the cheapest on the market - it will probably be better quality
11. März 2019
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hi,
We are very sorry to hear your feedback in response to the product supplied.
We do specify the warranty on all of our products within the product information on our website to ensure this is as transparent as possible for when choosing the right product.
Unfortunately as the product was a year outside of the given warranty we are unable to offer the repair/replacement covered by this.
We do apologise for any inconvenience caused and please do not hesitate to contact us if we can be of any further assistance.
Kind Regards,
After Sales
Quick
Quick, easy to deal with, reasonable returns policy, helpful.
25. Februar 2019
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hi Daniel
Thank you for taking the time to place your review on Trust Pilot.
Your feedback is very important to us, as all reviews are read and passed to our continuous improvement programme team, this is to help us maintain our grade of service & product quality, also to ensure we improve in areas we could be lacking in.
Again, thank you for your feedback.
Laura Hazzard
Customer Service Manager
Old English brass radiator valves.
The website was easy to navigate and track down exactly what I wanted. The girl on the phone was helpful with my order and the next day delivery allowed me to plan my work. The prices were lower than their competitors and there wasn’t a hefty delivery charge. I would recommend SMR Bathrooms. Kevin
7. Februar 2019
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hi Kevin
Thank you for taking the time to place your review on Trust Pilot.
Your feedback is very important to us, as all reviews are read and passed to our continuous improvement programme team, this is to help us maintain our grade of service & product quality, also to ensure we improve in areas we could be lacking in.
Again, thank you for your feedback.
Laura Hazzard
Customer Service Manager
Radiator missing parts
Ordered a cast iron radiator with a delivery time between 7-21 days. Radiator was delivered a little over the 21 days a couple of weeks before Christmas partially disassembled which is normal for a heavy cast iron radiator. I noticed straight away that there was no gaskets supplied for the assembly of the radiator. Contacted SMR Bathrooms and was asked to take a picture of all received item and send them over which I did. SMR then contacted the supplier who said there would be no gaskets until after new year which to me was unacceptable having no heating in our living room throughout the Christmas holidays. I said I would need to return the radiator as it no use to me without he gaskets. After me saying this the gaskets somehow became available again and were delivered a week after the radiator arrived.
I started to assemble the radiator when at the very last section I discovered that there was also a connector missing. This should have been noted with the pictures that I had previously emailed in. Tried calling SMR again but got a message saying the office will be closed till after the new year. This left me with no option but to plumb in the radiator one section short in order to have a functioning living room for Christmas and New Year.
After new year I contacted SMR again with my new issue and explained I will now need a new connector and this will require me to drain and plumb in the radiator again with the new section added which will also require me to drill more holes in my hardwood floor to relocate the pipework in the final position.
As all of these problems would have been avoided if someone had checked the order before shipment I assumed there would have been a discount applied to my account but I'm told there will be no discount as SMR wouldn't have advised me to plumb in the radiator until the final connector was received (I only received the connecter on the 11th January) meaning the advise was to not have a functioning living room in my house throughout the festive period. With a young family this was not an option for me.
This experience would have been a one star rating had it not been for the good customer services I received during this problem with prompt email and phone call replies keeping me updated on what was getting done.
13. Jänner 2019
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hello Paul
Thank you for taking the time to place your review on Trust Pilot.
Your feedback is very important to us, as all reviews are read and passed to our continuous improvement programme team, this is to help us maintain our grade of service & product quality, also to ensure we improve in areas we could be lacking in.
After reading the review, we have held an internal investigation to see what we could have done better relating to your comments.
I can see from looking at your order you did confirm the order on 20th November 2018 and we were able to offer delivery on the 14th December which is 18 working days. We do advise up to 21 working days as this time of year is very busy.
It was very disappointing to hear our manufacturer did not dispatch the correct items initially, you are correct our manufacturer did inform us that they were out of stock of the gaskets.
This was quickly escalated to higher management who instructed Carron that they needed to investigate this as sending a customer a radiator without such an integral part is just not acceptable.
They did come back to us and advise that they did actually have them and we were assured that these were being sent immediately, their stock control had made an error.
To hear of a second challenge and missing item is not only disappointing but completely unacceptable and not only did our manufacturers let us down they have also let you down.
This whole situation has definitely been exacerbated by the Christmas period and company shut downs, the challenge you experienced could normally be turned around in 24 hours - a much quicker time.
I can see you did contact us when we re opened after the Christmas break to request the additional missing part be sent out.
We have tried to contact you to confirm this has been received and the challenge has now been resolved
I do completely agree that the items should have been checked prior to despatch and the whole situation could have been avoided, this has been passed to our vendor relations team for them to fully investigate, unfortunately on occasions human error can occur and as mentioned earlier this has been exacerbated due to the Christmas shut-downs.
I would like to thank you for your positive comments and we are happy to hear that although there have been challenges with your order the customer service team have dealt with your challenge well.
Again, thank you for your feedback & sorry for any inconvenience caused.
Laura Hazzard
Customer Service Manager
What excellent service
What excellent service. Item delivered in less than 24 hours and is exactly what I needed.
21. November 2018
Bewertung ohne vorherige Einladung
Antwort von Radiators 4u
Hello Peter
Thank you for taking the time to place your review on Trust Pilot.
Your feedback is very important to us, as all reviews are read and passed to our continuous improvement programme team, this is to help us maintain our grade of service & product quality, also to ensure we improve in areas we could be lacking in.
Again, thank you for your feedback.
Laura Hazzard
Customer Service Manager
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