Very helpful advice from Germaine who went the extra mile to make sure we ordered the right spare part for our kitchen tap, and to make sure it arrived quickly. He even sent me a video by WhatsApp to... Toon meer
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Extremely helpful lady. Very knowledgeable and put me at ease with the issue I had. She arranged for delivery of required part and forwarded fitting instructions in email. Could not fault her.
I have had two extremely positive experiences with Perrin & Rowe support team this year. I found the staff to be helpful, efficient and knowledgeable. It is very reassuring to know they still have rec... Toon meer
Perrin and Rowe are the most amazing company to deal with. I inherited one of their mixer taps when I bought my house in 2020. The tap is probably 13-years old now and some of the consumable parts, wa... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Perrin & Rowe, designer and manufacturer of brassware and sanitaryware. Our Kitchen and Bathroom products are handmade in England to the highest quality standards. Everything we make is designed to last and can be easily maintained with replacement spares readily available to purchase, both online and via Customer Services. Our products are designed to be self-serviceable, no plumber needed. The Technical Customer Service team for all after care support and advice are available as follows: Monday to Thursday: 9am to 5pm GMT Friday: 9am to 3.30pm GMT *Closed Public Holidays*
Contactgegevens
Ferry Lane, RM13 9JY, Rainham, Verenigd Koninkrijk
- +44 (0) 1708 526 361
- customerservices@perrinandrowe.co.uk
- www.perrinandrowe.co.uk
4,7
Uitstekend
486 reviews
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Called twice looking for spare parts…
Called twice looking for spare parts not listed on the website - both times the operator was extremely friendly and went to every effort to find what I needed, even when the part was very specific and initially unavailable. The products themselves are bomber quality.
27 november 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Freddie, Thank you for taking the time to review Perrin & Rowe. In general we do stock spares (for virtually every tap we have ever made) and as far as possible our taps are designed so that these can be easily replaced. If you need any assistance with installation, please feel free to contact our Customer Services team for technical help. Thank you once again for the review, and your kind comments.
I can’t speak highly enough of P&R.
I can’t speak highly enough of P&R.. we’ve had their taps for 12 years and the products are great - but when we have had a couple of issues with wear and tear their team are always available to talk, help and send you guides on how to fit etc. as a plumbing numpty .. it’s invaluable!
15 november 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Jonathan, A very belated thank you for reviewing Perrin & Rowe on Trustpilot, and for your kind comments. We design our taps for longevity and straightforward maintenance, and it's always heartening to get such positive feedback. Please feel free to contact us, at any point in the future, should you need further assistance.
Olivia was lovely on the phone and very…
Olivia was lovely on the phone and very helpful
12 november 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Nikki, Just a brief note to thank you for the review of Perrin & Rowe and your kind comments. We greatly appreciate it. Please do not hesitate to contact us in the future if we can be of further assistance.
Good customer service
Olivia in Customer Service team was very helpful over email.
4 november 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Gideon, Thank you for posting a Trustpilot review of Perrin & Rowe. We're glad we could help. Please do not hesitate to contact us again, at any point in the future, if you need further advice or assistance.
Fast & efficient service from Olivia…
Fast & efficient service from Olivia Walker
30 oktober 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Richard, Just a quick note to thank you for posting a Trustpilot review of Perrin & Rowe. As a small British manufacturer, every review makes a difference to us, so it's greatly appreciated. Please feel free to contact us at any point in the future if we can be of further assistance.
Excellent prompt and friendly
Excellent prompt and friendly
Good product knowledge - often missing from customer services telephone
This was the second time I had contacted them over a five year period and great experience both times
25 oktober 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Jason, Thank you for taking the time to review Perrin & Rowe on Trustpilot. We very much appreciate the kind comments, and remind you that we're always available for advice or assistance, however old your Perrin & Rowe tap. We stock spares for almost every model we've ever made, and we love to keep them going.
Quick and easy fix
23 oktober 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Alan, Just a quick - and rather belated note - to say thank you for posting a Trustpilot review of Perrin & Rowe. We really do appreciate it. Should you need further support, at any point in the future, please do not hesitate to contact us.
Great service from Olivia
Despite a complicated ask I got great service from Olivia that answered my question. I've been searching weeks for a replacement tap lever for an expensive Shaw's tap and with Olivia's help I got exactly what I needed.
21 oktober 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Bryn, Thank you for writing a Trustpilot review of Perrin & Rowe and apologies for not responding sooner. We'll pass your kind comments onto Olivia. As you know, Perrin & Rowe made your Shaws tap, and you're welcome to contact us at any point in the future if you need further advice or assistance.
A knowledgeable, helpful immediate service
I've used the customer service twice and both times I've spoken to a highly knowledgeable person who absolutely understands the workings of their products and are excellent at troubleshooting on the phone, offering accurate, pragmatic and very useful advice.
18 oktober 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Robert, Thank you for taking the time to review Perrin & Rowe on Trustpilot, and for your kind comments. We aim to keep a Perrin & Rowe tap working for many years (and stock spares for almost every tap we have ever made), so please feel free to call us at any point in the future should you need further advice or assistance.
Craig was very helpful.
Craig was very helpful and provided instructions and drawings to enable me to carry out the work on the bath mixer successfully without any damage to it. Many thanks Charles Jones
16 oktober 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dera Charles, Just a brief note to thank you for reviewing Perrin & Rowe on Trustpilot. We appreciate the kind comments, and it's good to hear that your bath mixer issue is successfully resolved. Please do not hesitate to contact us at any point in the future if we can be of further assistance.
Excellent customer service
Excellent customer service, thorough product knowledge.
Helpful & friendly.
Great British company
16 oktober 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Deborah, Thank you for reviewing Perrin & Rowe, and for your kind comments on our service. Each review really does make a difference to us, so it's greatly appreciated. We're glad to have helped on this occasion, and remind you that our Customer Services team are available to you at any point in the life of your tap for advice or assistance.
Prompt and helpful response
Craig in Customer Services responded promptly and helpfully to a request for spare parts and these were supplied under warranty. All in all, a first class service.
30 september 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Richard, Thank you for taking the time to write a Trustpilot review of Perrin & Rowe, and for your kind comments. Our Customer Services team are always happy to offer advice or assistance, however old your tap (we stock spares for almost all the taps we've ever made). Hopefully yours is now working perfectly again, but do contact us if you need any guidance on installing the part.
Antwoord van Perrin & Rowe
Dear Lyndzie, Many thanks for reviewing Perrin & Rowe on Trustpilot. We really do appreciate it. Feel free to call us at any point in the future if you need advice or assistance.
My hot water tank broke in warranty and…
My hot water tank linked to hot tap has been very reliable and came with a 3 year warranty. This week on changing the filter the screen was flashing the tank would then not work. I spoke to Craig in P&R customer service and after some troubleshooting exercises to no avail he arranged for a replacement to be sent to me FOC. Although having a couple of days with no hot drinks it was pleasing this was sorted out promptly
8 oktober 2024
Review zonder uitnodiging
Glad my Quooker broke as for years I have been ruining the taste of coffee and tea by using water that is 108c
Better than Quooker as boiling water will ruin coffee and tea
7 oktober 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Thom, Thank you for updating your review of Perrin & Rowe on Trustpilot. It really is very much appreciated.
As we said, our system does at 98 degrees because our view is that 100 degree boiling water on tea can scald the leaves and bring out a slight bitterness. And for coffee, most experts suggest water just below the boiling point is best. It also means we can ensure a smoother flow of water, with much less spitting than some other taps that operate at a higher temperature. We do of course understand that these factors are a matter of taste and opinion, and not everyone will agree with us. We are delighted that you are enjoying your Perrin & Rowe tap, and remind you that our Customer Services team is available for the lifetime of your tap, for any advice or assistance you may need.
Replacement of faulty tap
I purchased a tap from Perrin and Rowe for my kitchen sink and unfortunately after a few months it started to drip at the base. I contacted the Service team who gave me some easy to follow instructions and we quickly got a diagnosis of the problem and they arranged to ship a replacement tap to me. Further to this they also picked up the cost for a plumber call out to fit the replacement tap. I thought that Craig Pearce who was the individual I dealt with throughout provided excellent service and for me Perrin & Rowe have fully justified their price premium with this level of service
4 oktober 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dera Ben, Thank you for taking the time to review Perrin & Rowe. We're sorry that you had a problem with your new tap, and for the inconvenience that caused you. We very much appreciate your kind comments about our service, and glad that the issue is now resolved. Please feel free to contact us at any point in the future if you need advice or assistance.
Happy customer
I am very happy with the service i got Craig was most helpful - I needed a handle for a 20 + year old shower & got sorted very efficiently.
Thanks
CRAIG
Ann Monahan
26 september 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Ann, Thank you for posting a Trustpilot review of Perrin & Rowe. It's very much appreciated, and we'll pass your thanks onto Craig. We're always delighted to keep an older Perrin & Rowe tap or shower going, so if you have any issues in the future, please do not hesitate to contact us.
Aquataine instant hot water tank
I have an Aquataine instant hot water system and want to provide a longer term review. We have had it just about 5 years I think along with other P&R taps. One issue Ive always had with it is that in the event of power loss the tank remains powered off until you manually power it back on, which requires me to crawl under the sink space. It really should include some kind of remote control given this design choice, or better yet allow to select default power state, or better yet provide an IoT feature so you can control it with Alexa. Anyway, its a bit of a pain. Needless to say when I noticed that the hot water tank was powering off more frequently a few months ago, I twigged something was up and when then the tap started spitting hot water out by itself a few times (including overnight) then I figured we were in trouble and I powered it down. Obviously blow off from the unit, probably too much pressure for the tap to hold back, so even given a faulty thermo, I think the safety features could be improved here a little.
The worst part though is when I finally got around to fixing this and in removing the unit discovered the P&R tank was actually dripping water from the bottom and getting into my oak floor from behind the sink causing it too swell and risking damage to my units. I was actually not expecting such a severe product fault and had assumed a purely electronic or sensor issue. No, actually the tank was physically leaking water as well.
I actually bought an F101M unit a few years ago for another project, but I hadn't used it. Its a drop in replacement of identical size and I have installed this instead to get my tap up and running. Will see how it compares.
This is a more expensive system and I am actually pretty disappointed in it. Yes, around 5 years is a while, but hey - the dishwasher, freezer, fridge, cooker and everything else are still working fine. Only this unit has actually failed AND caused physical damage to my property.
So, my longterm evaluation of the hot water tank (not the tap brass work) is 2 stars in all honesty. It didn't last long enough and it has a few design flaws and limitations.
28 september 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Joel, Thank you for taking the time to provide such detailed feedback on your Perrin & Rowe instant-hot tap. It's extremely valuable to us, not least because we are currently testing new tank designs. Please accept our apologies for the problems you've experienced with the tank. We would not expect it to leak in this way. If you have any photos available that show the problem, we'd really like to see them. Our email is: CustomerCare@perrinandrowe.co.uk. It sounds like the tank you used to replace the Perrin & Rowe unit is working for you, but please feel free to contact us if not. (One point to note: replacing the filters every six months as recommended should extend the life of your tank, reducing damaging limescale build-up.) If you ever experience any problem with any part of your Perrin & Rowe product it is always worth calling our Customer Service team - 01708 526 361 - where we have technical expertise available. You can do this at any stage of the life of your product.
Great and speedy service dealing with a…
Great and speedy service dealing with a faulty part. Very impressive!
23 september 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Peter, Thank you for posting a Trustpilot review of Perrin & Rowe. We're glad to help, and thanks for letting us know the part arrived quickly. If you need any further assistance, now or in the future, please do not hesitate to contact us again.
I've had some of the worst customer…
I've had some of the worst customer service in years. It feels like no one cares – I keep hearing the same scripted excuse about the taps being handmade to order. I spent £900 on a hot water tap, and it's already broken twice in just 9 months. I'm still waiting for the replacement part for the second repair. I'm forced to chase them down and complain, yet no one is taking responsibility or ensuring the issue is resolved. It's truly appalling and makes me seriously question if these taps are even worth the money.
23 september 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Alex, Thank you for reviewing Perrin & Rowe on Trustpilot. We do appreciate all feedback, both positive and negative, and always use it to improve our service. Please accept our sincere apologies, both for the initial problem and the delay in resolving it. It seems the replacement part was mislaid in our Despatch department, which clearly shouldn't have happened. The new part should arrive today. We will ask our technical specialist in the Customer Services team to talk you through the fitting process. This should resolve the problem once and for all.
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