Henry Pumps Reviews 44

The customer service is shocking, from the sales staff to the managers.
If there is a problem they will bend over backwards to avoid sorting the problem when it would be easier by far to just sort it.
I ordered a booster pump for a domestic hot water system they supplied a pump that wasn't rated for hot water.
They then repeatedly claimed it wasn't their responsibility to know what the pumps they were selling were able to be used for.
I had to pay for anther pump and two months later I am still waiting on a refund for the first pump.
I have had numerous excuses as to why they couldn't refund me right away and now that they won't refund the carriage.
£367.14 out of pocket for two months and nothing but BS and excuses from every member of staff and manager I've had the misfortune to deal with so far.
I truly wish I had seen this page before having anything to do with this company and will never deal with them again.
They are so bad that if my boat was sinking and they came alongside and offered me a pump I would refuse.

At 86 yrs of age building my own high class business for forty years l was delighted to be treated with respect you listened to my need supplied exactly what l needed at a fraction of three other companies all pushing the most expensive! Time of course will tell but l feel should l need help you will be there!! Thank you.
Robert.

Contacted Henry pumps after being let down for a replacement pump for our pool. All it took was a quick phone call, they had one pool pump left which they kindly reserved while we drove 3 hours to pick it up. Outstanding service and quality product. Highly recommend and will use again. Thanks Henry.

I had been struggling to source the correct pump for a fountain in my pond. I chanced upon Henry’s Pumps and Billy noted all the circumstances. He suggested a pump that was considerably less money than I was expecting to pay, and it works superbly. And, my post installation queries were answered efficiently and politely. I am delighted.

Excellent experience from start to finish. Had help with ordering the correct pump which was delivered very quickly and was well packaged. Subsequent queries prompted quick detailed responses which were very helpful. This was the first time I had used this company and I would highly recommend it to others.

On every occasion, the people I spoke with at Henry Pumps were professional, engaging and supportive. I was worried that as I'm not a knowledgeable contractor but a lay-person in need of help, I would be something of an irritant. I couldn't have been more wrong. I was helped with practical advice and supported as my requirements changed. I would recommend Henry Pumps without hesitation.

First time using Henry Pumps and I'm very impressed.

Delivery was incredibly prompt. Unfortunately my item arrived damaged due to courier heavy handedness. No fault of Henry Pumps as it was very well packaged.

Jason was very prompt in dealing with this, making the returns process very simple, and getting a replacement item out to me.

Would recommend.

Very impressed with the service I received at Henry Pumps. Helped me choose the correct pump for my pool and delivered within 24 hours of ordering. Even tried to help me source a plumber to fit it when I was struggling to find someone.
Everyone I spoke to in the office was very helpful and friendly.
Would highly recoomend.

The team at Henry pumps have been second to none. They could not have been more helpful when providing the technical support needed. Both Henry and Billy provided detailed technical support to help me select the most suitable equipment for my needs.
After attempting to purchase the items I needed online (on advice from my plumber who provided me with a long list of items tonorder prior to them arrivingon site to do the work) I had selected the wrong thing (selecting accessories and not the actual pump itself) this was spotted very quickly by Suzanne who called me to confirm if the item I had purchased was actually what I needed? Pointing out the fact I had only selected options for accessories and not the pump itself. I hadn't even noticed my mistake myself and this could have caused such a delay if the parcel had arrived with what I had selected. I'm very impressed with the attention to detail.
To receive a call pointing out my mistake and explaining everything and not just some generic automated email is so refreshing.
Suzanne could not have been more polite.
I was passed to their technical sales team where I was put through to a very polite and professional young man (Billy), who asked all the right questions and guided me through every step in explaining my set up from start to finish.
Billy talked me through all of my options in detail and made sure I was selecting the right equipment for the job. The email i received with my quote was in clear plane english, easy to understand and detailed everything we had discussed before we had even finished the call. It even had a payment link attached that made paying for the order quick and easy.
I have received regular updates at every stage of the process, from purchase to arriving at my door.

It later transpired that the plan by my plumber regarding instalation had cahanged slightly and I did not require one of the items purchased. After emailing the sames team to request information regarding the returns process (again I received a phone call and not some automated email robot). I was contacted by a very polite and professional individual (Jason the General Manager), who explained every step of the process.
The information was taken directly on the phone, the returns form was completed by Jason on the call and was sent to me before we had even finished on the phone. The level of customer service provide was exceptional, such a quick and hassle free process.
I honestly cannot fault the entire team at Henry pumps for the service I have received.
I would highly recommend.

Thank you

Excellent service from start to finish. Excellent customer service. Many thanks

I have never used this company before today but I’ve been so impressed with them. Henry Smith went well beyond what I would ever have expected in trying to help me find the correct items and fittings required. His manner was very friendly and he had an attitude of nothing was too much trouble. I needed quite a bit of advice but I never felt a nuisance.

Bought an expensive tsunami puddle pump within a couple of months we found oil mixing with the clean water it was pumping from a cellar, failed oil seal I thought lets return to tsunami as pump is well in warranty
Blame was firmly put on my customer and no replacement or fix was even offered although they would return the broken pump at my expence
I as a drainage company purchase around 200 pumps per year and will certainly not be buying anything with the name tsunami or from supplier Henry Pumps again.
Please see below from my customer

Dear Steve,
ACW Drainage has forwarded to me your email and attachments to him of 3rd March.
I wanted to write to you directly as I am really surprised and very upset at the reported failures of the pump.
As you will know, the pump was installed in early March last year after my cellar had excess rainwater coming through. The pump was not needed for the whole of the spring summer and autumn and the cellar completely dried out. As winter came I was reassured that the pump would activate as soon as necessary, and indeed after many days of heavy rain it started to pump the water out.
I went down into the cellar every day to check, and initially all was well. But in mid February I found that, despite recent heavy rain, the pump, although "humming"was not pumping.
There was a lot of water on the floor which had patches of oil in it which has/had never occurred before.

I understand that you suggest there may have been detergent in the water. I am writing to assure you that this is not the case. There has never been a washing machine, or indeed any other machine in the cellar in the 39 years I have lived here! The cellar is empty, it's not ever used, and I must regretfully state that I reject the reported findings.

I am very worried and concerned about this - I've had to literally mop up the water that has come in since the pump failed, and although my daughter comes at weekends to help me, I am up and down the cellar stairs several times a day to check it, and often to literally mop up the rain water as it comes in. I live alone, am aged 75 and this is really a matter of great concern and worry.
I therefore am asking you to accept that there has been no misuse of the pump since its installment.

I would be pleased if you could come to the house and I will gladly show you the cellar. Please contact me if you are able to do this, and I ask you to please get the pump repaired, it's hardly been used, and is still under guarantee. I simply want it repaired and returned.

I look forward to hearing from you

Our experience with Henry Pumps has been appalling from start to finish.
The pump failed within five minutes of first use. Despite advertising it as suitable for construction site drainage, they later claimed it was “clean water only” and used this to refuse the warranty. When we asked them to explain the contradiction between their own datasheet and their claims, they repeatedly avoided answering.
They also made us pay to return it for inspection, then took over a week just to send the returns form. Several emails were ignored, and when responses finally came, they were blunt, dismissive and frankly rude.
Instead of addressing the issue or taking any responsibility, they pushed chargeable repair options for a pump that didn’t even last minutes. The product was not as described, the warranty process was obstructive, and their attitude was unprofessional throughout.
We had planned to order two more pump, absolutely not now.

Avoid this company at all costs.!!!

I would highly recommend Henry pumps ordered the wrong pump they refunded me my money straight away without fuss they are very helpful on the phone if you have any problems or need advice.

The knowledge and customer experience was first class. Would recommend Henry Pumps to anyone.
Thank you

they were so helpful, asked for a photo of my existing equipment and then told me every thing i needed and still £150 cheaper than the nearest quote. Next day delivery included. Thanks Henry

Very much a case of good old-fashioned service meets 21st century technology. From the advice given on my initial (panicking) phone call to the delivery of a replacement basement sump pump less than 24 hours later, Henry Pumps exceeded all expectations. Very highly recommended.

Very good experience had a long chat and our reqs were complicated and all very helpful

Great service and helpful people. Delivered next day. No complaints here.

I phoned Henry pump and spoke to Henry about advise on a pump to supply our heat pump system. We spoke for about 25 minutes with out me placing an order. About a week later I phoned again and got more advice. He identified a pump that would do us given all the variants of our installation. I still did not order it as some one else said they had already ordered a replacement.
The replacement one did not turn up, So I phoned Henry pumps again, spoke to Henry who was very understanding and patient and got a pump to us over night.
It is extremely pleasant to find a company that takes time to help some one even if they might not get an order.