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Review by Lisa Blackmore1 month ago
01.11 - DO NOT BUY FROM THIS COMPANY - this saga is now a month old. I still don't have the replacement radiator and have spent HOURS phoning and emailing Radiator Outlet and also chasing with DX Delivery who have not been able to explain why their system shows the radiator was delivered to Ipswich (where I do not live!) but was never logged in their system. Even the Delivery company know how TERRIBLE the service is with Radiator Outlet. They are in breach of the Consumer Rights Act at this point. My next step is to see how to obtain a refund for this.
14.10 I reported a faulty radiator nearly two weeks ago and was told a replacement would be sent out. I provided all my original documents (I spent hundreds a couple of years ago replacing all the radiators in my house) and then the replacement was supposedly delivered. I was never given a tracking number, never contacted by SMS. I followed up myself and was provided a tracking number by email, only to find that the radiator was delivered to Ipswich (where I do not live!!) and apparently signed for. Since then, I've been trying to follow up by email and by phone to respectfully and politely ask for an update about when I can expect the delivery. Customer service is terrible. Three emails have now gone unanswered. It's almost impossible to get hold of someone on the phone. When I did, yesterday, I was promised a call back then silence. The radiator that needs replacing costs £239 and I'm not sure at what point this becomes a Citizens Bureau issue because they are not honouring the published Terms of Warranty. The radiators are cheap enough, sure, but when you have to spend hours chasing the company if things go wrong, they suddenly get a lot more expensive. **I would be wary of buying through Radiator Outlet and only hope they honour the warranty very soon**
Review by scott weir6 months ago
Maybe the worst customer service I have ever experienced.
We originally order radiators on the 26th of February for column radiators, we called customer services at the time who told us over the phone that they were in stock. After placing the order and taking our money we were informed there would likely be a delay.
After many, many emails and many hollow promises the radiators still haven't arrived as of 13/05/21!!! We have been told they may not arrive till JUNE!!!!
These were ordered for a customer who has had no radiators for over 12 weeks!!! And at the moment we have no answer to when they may arrive. We haven't even had an apolog from Radiator outlet, we just keep getting updates to say "Radiators have been delayed further, expected 2-3 weeks time" No one has taken responsibility for this major issue, no apology, no compensation nothing!!!
Worst company I have ever dealt with. Please Please do not use the radiator outlet.
Review by Ange8 months ago
Appalling customer service
Appalling customer service. Delivery is stated as 1-2 days and 5 days on I’m still waiting for my radiators. No courtesy call to let you there is a delay. They don’t respond to emails. Just take your money! Would not recommend.
Review by Lucy Milner1 year ago
Having great difficulty with this company. One of the radiators they supplied was faulty, finding a leak at the top in a welding spot. Initially they responded quickly via email and sent out a replacement radiator, only to find that was damaged! At this point email responses were patchy, had to call to get confirmation of yet another replacement. 2nd replacement rad (3rd radiator) arrived after taking longer than the first replacement. Checked it and again cracked paint in a welding spot!!! Emailed asking for refund,and collection of now 3 very heavy radiators. Got an initial response, but no further communication. Called consistently, no-one answers the phone. Emailed again, still awaiting response.
Very concerned I'm going to have to work hard to get my £240 back!!! Sought advice from my bank and prepared to take to FCA and Traded Standards if I have to.
Not the customer service I'd expect from a big internet company! Very frustrated.
Review by Ben1 year ago
Cheap and it’s for a reason... the radiators they supply have no diverters inside so the hot water goes straight in one end and out the other without heating the radiator. Costly mistake buying 3 and finding they don’t get hot or heat our house.
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