Mr Central Heating Reviews 3,644

Original Post:
Rang depot to query a time slot but was told I missed delivery. Person was in building all day and never received a knock at the door. Was also told I had a missed call which is rubbish as my phone has not rang. Then I logged into my account to find that the order does not appear. After a call with Tracy at internet services getting no where on the matter she advised me I will have to wait another week for delivery and pay another delivery charge. I think this is terrible so I asked to cancel to which I have been informed I will incur another delivery charge. Please do not buy from this company you can get slightly better prices from alternative companies.

Reviewers Answers to your comments:

The reviewer does not state that we informed them that when we booked in the delivery with the customer in advance,
My review is based on the delivery day not the presale.
by phone and it was agreed that they would be there.

"I actually said I would try and make sure some one is in and I was made aware that I can contact before the delivery to find out a time.
and the reviewer told as the time he could not guarantee that someone would be in. "

We did inform the reviewer that the order would have to be signed for.
"Correct"

Our staff have followed reasonable procedure, they have loaded the customers order onto our own vehicle, and spent the time to go to the address and use fuel to do so. The customer was not there as agreed, therefore was told the service had been used.

"If your IT Systems were not buggy i.e. missing my order from my account, or able to inform your staff of the status. You would have known that the Item was delivered to my neighbour. Yet I was told at depot the system shows that the item could not be delivered and was on route back to depot. "

We also informed the reviewer that our vans have trackers on and we can verify that the drop had been attempted.

"Here is proof that your systems need fixing and that your staff are not following reasonable procedure. Firstly, the item was delivered to a neighbour which is fine but to not have a drop card delivered how was I to know? Drop has been attempted? Turns out it was attempted and made but constantly was told it wasn’t."

We book all boiler deliveries in with our customers, and we keep our prices as low as we can. It is a reasonable request that when a customer accepts the delivery date, and isn't there as agreed, the cost of the failed delivery is passed to the customer.

"This is a valid point but please note under distance selling regulations:
You still need to refund the original delivery cost, but only up to the cheapest standard delivery you offer. So what this means is that if a buyer chooses to upgrade to a more expensive delivery option and then they decide to return the goods, you DON’T have to refund the full amount.
In my case I took the cheapest delivery option so I should not have been informed that the delivery charge will be deducted from me on a refund within the 7 day period."

We deliver hundreds of customer orders daily and 99.9% of customers, help and support us in doing this in the most cost effective manner by being there when agreed to accept the order. it would be unfair of us to spread the cost of failed deliveries onto other customers who are availabel to accept goods as aranged.

"Still does not hide the fact I was informed a refund for delivery would not be applied. Which to my knowledge is breaking the distance selling regulations."

We deliver our own goods in our own vans with our own employed drivers, not couriers. Our drivers are salaried, and not paid per drop. Itt is in their interest to deliver as arranged otherwise the workload would become unmanageable.

We are sorry you feel that we are at fault for nobody being available at your property to accept the order, however that is not within our control.

"I accept that but a) someone was at the property for delivery and b) it was delivered to my neighbour I never received a call but was told by depot I did, also no drop off card. You can have the review flagged by all means but I will be sending the review company all relevant evidence to my review and modify anything that may breach the terms which I have now been made aware of."

Questions from me:

Will my account be getting fixed to show the order?

great prices and website but my order was not delivered yesterday
I wrote to them on their contact page and by email and they haven't bothered to get back to me.
if you can afford to sit on your hands all day for a delivery that doesn’t arrive these are guys for you

order number 100191650

focus on no customer consideration.
you arrange cover to take a day off work but it’s a frustrating day as you are stuck indoors vigilent. relaxed but increasingly concerned as the clock ticks. after six pm you’re thinking surely if there was a problem a customer centric business would contact me by email, mobile phone or landline - all of which they had; but no. nine pm you check you have the right date and ping a query using their contact webpage. at ten you email thoroughly disappointed and ticked off.
in all day waiting and let down by a business that obvs doesn’t care for their customer
maybe it’s just me.

hmmn now they are saying the delivery was signed for on the due day. a tad inconvenient for their story that I have Nest cloud timestamped 24 / 7 video surveillance that proves that this is not the case and am willing to post a dropbox link to irrefutably prove this

Returned my order. Took some chasing to receive the refund, but was dealt with eventually.

Forth time using this company and yet again a great service. Thank you.

First time I have dealt with this company, but have to say I was well impressed with the service and professionalism of the Glasgow branch. The boiler I bought was great value for money and I wouldn't look to use anyone else in future - thanks guys!!

Had a part missing from my order .when I called they put me through to the guy who runs this company ..he said this has never happened before and basically called me a lier ..he then said I was in a bad mood and not take it out on him...he made me wait ages for the part and when it came it was bent and the wrong size ..he was a very arrogant and nasty man..I wish I had read the reviews before I purchased from them...it seems he lied about missing items

Very poor service and damaged goods

I placed an order for a radiator to collect and I was not kept updated as to when the radiator would be ready for collection. I had to make contact with them and this resulted in significant delays. I have now collected the radiator and got it home only to find it to be completely damaged and unusable. Despite me informing them within 30 minutes after I collected the goods that they were damaged I have heard nothing further from the company despite many attempts to reach a resolution directly with them.

Bought all my new Radiators from this company easy to chose any item you need to update your central heating system the prices are reasonable and delivery is quick and efficient. Would use them again.

Ordered a timer for my boiler, never received an order confirmation from the company. Three days later two boxes of wall brackets turned up. Called the company, was told there was a picking error but they would not issue a refund until the brackets had been returned to them. Was told a courier would be arranged. It was a week before the courier first came. Then they didn't have a label so would not take the items. After several phone calls and emails courier was rearranged for two days later. Now three weeks later I still haven't received a refund and still don't have the item I originally ordered. Absolutely poor customer service.

Brilliant all ways round.
Ordered items late Friday afternoon, order confirmed on that day & delivery offered following Tuesday. On day of delivery phoned at 08.15 customer service polite & very informative gave me drivers name Mark & his mobile number. I was also provided with a rough time & my position in drop off order. Mark arrived on time & delivered the radiators at all times he was polite & courteous.
Both radiators look great they were packed well with no signs of damage.
Will certainly order from Mr Central Heating again, far easier than having to hump stuff from local merchants & the prices are far better too.

VERY EFFICIENT AND LARGE ITEM DELIVERED TO DOORSTEP

A few items missing from my delivery order but due to being out of town was unable to check items within time limit. Delivery driver had a terrible attitude and very abusive over the phone, be aware if ordering anything from central Scotland area.

Excellent service from order to delivery of our boiler. Once delivered I thought we had an issue so contacted the office who rectified it immediately. Refreshing to recieve such excellent service, Very helpful team from office to delivery driver. Thank you Mr Central Heating

After repeated emails and calls this company still hasn't resolved the issue

Terrible customer service and products

Utterly brilliant service. A full central heating system ordered and delivered within a few days. Owing to the complexity of the order, I suspected that there were bound to be omissions and errors, but, no, everything was there and was delivered by a jolly delivery driver, whose name escapes me...

When the system was being fitted, I identified two cosmetic defects on the radiators - a lightly dented grille and side panel - but the company sent two replacement components out within a couple of days.

Couldn't speak more highly of our experience with this company.

10/10

I scheduled an appointment with another A/C SPECIALIST, and they cancelled on me one hour before the appointment. That company left me in the heat to deal with being uncomfortable for another week "NOT" I called MR CENTRAL and two days later I am a KOOL man again. The tech was very friendly and very knowledgeable about his craft. The best part of this repair was the discount I got, MR CENTRAL my A/C COMPANY now and for future repairs.

Purchased item's from Mr Central Heating they omitted relevant information.
Purchased Bentley traditional 15mm TRV & lock shield valve set, they look great but, what the company failed to state is they are fitted with frost protection which I have been told by a member of staff at Mr Central Heating does not allow water flow to fully stop. Customer services told me that the only way to stop the water is to take the top part of theTRV and fit a decorator cap. Only then can you take the radiator off to decorate without water spurting out.

Needed a new boiler as part of a wider renovation project. Discussed options with plumber who admitted none of his merchants could match the prices offered by this website. Ordered a boiler Sunday night and it arrived on the Thursday afternoon.

All credit to Mr Central Heating. Reasonably priced, straight forward service and lovely friendly delivery man who carried in the heavy radiators to wherever I wanted in my home (without any complaints or huffing and puffing).... a breath of fresh air compared to most heating and plumbing suppliers!
High recommend....

Ordered a new boiler from them, delivery was swift, price was best, communication was great. Excellent company