Crosswater Ltd Reviews 

The rubber seal on our shower door had perished, so I emailed Crosswater, and received a very prompt response from Laura Petty identifying a replacement. It cost £6 including P&P which must have cost at least that to send as it came in a 7 foot tube. Very impressive...I don't know how they make a profit!

My bathroom mixer tap has developed a leak where the spout joins the tap block. I removed the spout and found that the O rings on the spout base had perished. An easy fix, I thought. I went to three different plumbing supplies merchants and all said they didn't stock the O rings; however, they said that Crosswater would be able to supply them. So I emailed Crosswater and asked if I could buy a set of O rings. The response was that Crosswater don't keep O rings in stock. That's crazy - basically it means that if a Crosswater tap leaks, the only 'fix' is to throw it away. That sounds like a really quality product and a really quality company who care about their customers - that was a joke in case the Crosswater people didn't spot it! So now my only options are (a) throw the scrap-value Crosswater tap in the bin (very tempting, but not very eco-friendly), (b) become an alchemist and create my own O rings, (c) trawl the internet for some dodgy Chinese web site that can supply these very basic O rings. Needless to say I won't be recommending Crosswater to any friends (or even enemies).

Dan in technical support has been brilliant. He has helped me solve a minor problem (as it turned out). He replied straight away with the advice I needed. I would certainly use this company again and can highly recommend the after-sales service.

After reading such positive customer service experiences from others I am really disappointed with our experience trying to purchase a spare part for our new bathroom. I appreciate the part in question isn’t sold as a spare part, but it is just a piece of plastic which connects some pieces together. I cannot believe not a single person in the Crosswater team can source us this plastic part (we would have been happy to pay over the odds for the inconvenience) Unfortunately we cannot provide proof of purchase so they are not interested in helping us. It seems our only alternative is to spend over £200 to buy the whole set again just for a cheap plastic fitting and are left with a perfectly good, brand new quality kit, that we can’t even sell on secondhand because of a missing plastic part.

Thank you for responding. My partners case number was 00612094.

The market for bathware has undergone such change over the decades that it's a daunting and a depressing experience. Trust and quality is difficult to find. I've learned that Grohe is owned by a Japanese conglomerate and customer reports suggest manufacturing quality has plummeted. Hansgrohe part dimensions differ from common UK ones and require high pressure plumbing. You open chrome items only to find that they are plastic. Various brands are owned by other companies. It's all a migraine-inducing nightmare.

In the end, I decided to forego the larger shower valve replacement and simply look for a thermostatic valve cartridge instead. It had been discontinued so I wasn't hopeful. I've never been more pleased to be proven wrong. After contacting Cross Water, I not only had a link to buy that cartridge but a day later, after finding I needed cartridges to fix a dripping tap, I had links to order those as well. This saved me going spare pondering all the dizzying options and potentially buying the wrong things only to return them.

Special thanks to Ian Callaghan for being perhaps the most helpful person in the industry. If anyone from Cross Water monitors this resource, shower him with promotions and bonuses.

Kiki clearly explained and helped me through my issue. Expertly helpful.

My Thermo shower valve started leaking (after 10 years) due to a crack, which was disappointing as I expected it to last a lifetime. However, subsequent customer service was excellent, with timely responses and ultimately a replacement valve.

Had excellent after sales support to find a replacement bath waste plug which fits and works perfectly. Much better service than elsewhere.

Big thanks to Crosswater for replacing my shower enclosure even after 10 years! Special mention for Helen in customer care for being absolutely first class in sorting it all out. Customer service like this is pretty rare these days, so well done Crosswater.

Helen in customer care was super helpful with our enquiry, promptly replying to our emails and providing a speedy resolution . Thank you 😊

Amazing customer service! My shower head had broken after 7 years and with only having to provide a few details it was replaced without any fuss or query. I am absolutely delighted. Thank you so much.

Excellent service and advice, felt welcome and understood, despite not knowing exactly how to explain the issue.
Wish more businesses were like this.

Ian in the technical departments is a total asset to Burlington. Fantastic to have such support. Thank you Ian.

There was a pause after my initial email asking about a recurring problem with a Crosswater fitting. When someone finally replied they were very helpful and explained why we were having difficulties. They sent links and details of parts that are needed.

I had an issue with my shower where many of the edgings had water damage and contamination. I wrote to Crosswater knowing that the shower was still current asking if I could purchase these parts which were quite substantial. Not only were they able to provide all the parts they did not charge me for them or for the postage. Helen was instrumental in doing this, being most helpful and courteous at all times. I cannot praise this company more highly, well done to you all

I rang regarding a replacement part for my mixer tap which had not failed, but was damaged due to my heavy handed special needs son. I spoke to a very nice man called Derek. i explained my problem how it happened and Derek identified that i needed a replacement thermostatic cartridge. Derek arranged to send the replacement part which came the next day, He also told me that I didn't need a plumber and talked me through the very easy process of how to replace this part. Thank you so much Derek for your help and advise.

Laura Petty, what an amazing ambassador for Crosswater and the Crosswater technical team. From my first interaction with Laura Petty, with her switched on, knowledgeable, professional and direct response to my queries, just confirmed my highly rated opinion of the high end brassware company Crosswater. Top marks to Laura Petty. It’s people like Laura who leave a professional impression with the independent plumbing companies like myself.

Jay in customer care has been extremely helpful, patient and treated my customer with the upmost respect. My customer had a problem with her tap that she had for TEN years and Jay has kept me informed throughout, many back and forth emails to resolve my customers problem. I now have a happy customer and would truly recommend Jay to sort out any issues.

I've always been a loyal customer of Crosswater, consistently impressed by their products. This time, however, I want to highlight the exceptional customer service—especially from a team member named Majid. He was attentive, thorough, and resolved my issue quickly and efficiently. Although I was told he's new to the role, his professionalism and knowledge made it seem like he'd been doing this for years. Outstanding work, Majid! I truly hope this feedback reaches your managers—you deserve the recognition.

Great team. Helpful friendly and no fuss help.