I spoke to Heinz in Customer Services regarding cleaning our sink in a hard water area. He was so helpful, with good advice, that helped me to solve the problem and restore the sink to its original... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
after a rough start, when we finally got to Clare things started moving and have now been resolved.
Installed sink several years ago. The unit does not drain well, there's no fall to the plug hole so water pools. Glazing crazed within 12 mths of installation and areas now chipped despite fitting a m... See more
Company replied
After our builders departed we were left with some marks on the sinks which the cleaner was unable to remove after multiple attempts with her regular cleaning products. A quick call to Shaws, no wait... See more
Company replied
Company details
Information provided by various external sources
Fireclay Sinks - For over 120 years, we have manufactured fireclay kitchen and bathroom sinks in Darwen, Lancashire. Each one is finished by hand by a master craftsman, whose name is stamped underneath as a personal guarantee of quality.
Contact info
Waterside, BB3 3NX, Darwen, United Kingdom
- 01254 775111
- sales@shawsofdarwen.com
- shawsofdarwen.com
4.5
Excellent
303 reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very poor customer service
Very poor customer service. You'd think that paying over 500 quid for a sink, you'd get a bit more communication from them with updates and lead times. At check out, you're expected to call them to find out what lead time there is, I ordered after closing hours on the web, sales order confirmation has little to no information regarding lead times, delivery etc. Why as a paying customer should I have to be chasing them? No emails or anything for 5 weeks until I called for an update, not even a courtesy email to say we have your order, lead time is xxxx, delivery expected xxxx, no tracking information.. Very snooty customer service. I also had to go back on the website to download details of an item, you're forced to provide an email address, and since then, been inundated with spam emails from companies I've never heard of, can only assume they are selling data too. I'd stay clear of this company, not the only sink supplier.
8 June 2023
Unprompted review
Reply from Shaws of Darwen
Dear Julian, Thank you for taking the time to feedback on Shaws, both here and on Google. We appreciate all comments, positive or negative, and use these to improve our service. We are sorry that you have had a disappointing experience. To respond to your specific points, you should have received an email from us following your online order, so we can only apologise that it didn't reach you. Our Customer Service team in Lancashire do genuinely try to be helpful, as most of the feedback here on Trustpilot testifies, but we're sorry that wasn't your experience. Shaws sinks are handmade to order at our own factory. Some product leadtimes are longer than we would like, but we are working very hard to reduce them. Our apologies, once again, that we didn't communicate this to you at an early stage. Finally, we can assure you that we never sell customer data to any third party, and treat data security very seriously.
Great customer service
Bought a house that had a wonderful Shaws kitchen sink. Unfortunately the sink strainer had been damaged by previous owners and i needed a replacement. Shaws’ Customer service was prompt and unbelievably generous in finding a solution for me. Replacement part arrived so quickly and I’m really really happy, as those little features make the sinks so beautiful. I’m honestly really thrilled and it would definitely make me want to use this company in the future if I needed a new sink or was planning a new kitchen.
8 April 2023
Unprompted review
Reply from Shaws of Darwen
Just a quick note to say thank you for taking the time to post feedback of Shaws on Trustpilot. As a small British manufacturer we do appreciate every review. A Shaws sink always looks better with a shiny Shaws basket strainer! If you plan a new kitchen you can hopefully keep the same sink! We know of owners who are using a sink that has been in the family for more than 100 years. Happy Easter!
Removal of marks left by builders
After our builders departed we were left with some marks on the sinks which the cleaner was unable to remove after multiple attempts with her regular cleaning products. A quick call to Shaws, no waiting on hold, and Christina advised us how to get them off (Bar Keeper's Friend powder mixed into a paste) and it worked a treat first time. Thank you!
5 April 2023
Unprompted review
Reply from Shaws of Darwen
Thank you for taking the time to write a Trustpilot review of Shaws. Yes, Bar Keeper's Friend is the magic substance for any persistent marks on our sinks! Very pleased to hear that it worked for you, and hope you can now enjoy your new sink for many, many years to come. Please feel free to call our Customer Services team in Darwen at any point in the future if you need advice or assistance.
As the main contractor on a barn conversion.
As the main contractor on a barn conversion. I had to contact the company for some parts that were missing off a kitchen sink waste thanks to cowboy kitchen fitters. I found the lady opratives extremely helpful and polite. One in particular, Christina Dickinson, not only found the parts I needed, but sent them free of charge to me. To me , the after sales of Shaws is second to none. Thank you so much.
16 February 2023
Unprompted review
Reply from Shaws of Darwen
Dear Alan, A quick message to say thank you for taking the time to review Shaws. As a small British manufacturer, each review matters to us, so it's greatly appreciated. We're glad to be able to help, and hope the rest of the barn conversion goes smoothly. Please do not hesitate to contact us again if you need further assistance.
Outstanding customer service
It has been an absolute pleasure to deal with Shaws. These days we are all too familiar with poor, robotic customer service.
Shaws is a company that looks after its customers in the good old fashioned way and genuinely goes above and beyond to help. Thank you so much to Sandra T for doing just that to help me source a sink after I had been let down by a different supplier and product.
Sandra was super helpful with advice and also helped me with installation queries and additional items that a very non plumber / kitchen newbie needed to know.
Finally I love any company that leaves a voicemail saying the team are having their lunch hour. This is a company that looks after it’s staff who in turn look after their customers. I cannot recommend them highly enough.
8 February 2023
Unprompted review
Reply from Shaws of Darwen
Dear Claire, Thank you for taking the time to write a Trustpilot review of Shaws. We really appreciate your kind words. No one at Shaws minds being described as old-fashioned, and you're right, we do value our lunch hour! We're glad we could help, and hope you enjoy owning your Shaws sink. It goes without saying that we are always here if you need further advice or assistance.
Sandra Thompson - Absolutely wonderful member of staff from SHAWS of DARWEN
Sandra Thompson, Customer Services/Sales Co-ordinator of SHAWS of DARWEN gave us the best customer service we have ever received from a company. She was polite and friendly and understanding of how upset and frustrated we were when another company (Bradford Bathroom Company) had made a mistake regarding sending us the wrong sink. Sandra promptly organised a replacement sink to be shipped over to us in Australia at no cost to us. She replied to all of our emails promptly and was always happy to talk on the phone to make sure all our issues were resolved quickly. I highly recommend SHAWS of DARWEN, not only for the beautiful products they sell but for the way that they look after their customers not only before you purchase a product but also when things need changing or need to be corrected. We have bought 6 sinks from them and could not be happier with the quality of the products they sell. Our Ribchester 1000 kitchen sink is the centrepiece of our kitchen and every visitor to home comments on how beautiful it is. Thank you, Sandra (Thompson) for looking after us over the last few weeks. It has been an absolute pleasure, and you are a great asset to SHAWS, they should be very proud to have you.
20 January 2023
Unprompted review
Reply from Shaws of Darwen
Dear Rachel, Thank you for taking the time to write such a detailed review of Shaws. We very much appreciate your kind comments, and will certainly pass them on to Sandra. It's always lovely to hear that our customers are happy with their Shaws sinks - and of course the Ribchester is an especially fabulous kitchen centrepiece! We hope they give you a long lifetime of service. And please do not hesitate to get in touch in the future if you need further advice or assistance.
I purchased a Shaw's classic farm sink…
I purchased a Shaw's classic farm sink and within a year it began crazing. A friend said Shaw's would replace the sink. I have contacted them numerous times via email and had one response saying they couldn't help because I bought it in the USA. So, I am stuck with a crazing, cracking Shaw's sink.
14 December 2022
Unprompted review
Reply from Shaws of Darwen
Dear Gigi, Thank you for taking the time to write a review of Shaws on Trustpilot. We really do appreciate all feedback, positive or negative. First, you should always receive a response to your emails, so we're sorry that you didn't receive and answer each time. Second, crazing can happen on any ceramic sink. We work with a natural material and although crazing is rare in a Shaws sink, there is no way to predict the likelihood of it occurring. And again, apologies that your sink has suffered from this. We do offer a warranty for crazing and cracking, but I'm afraid our UK Customer Services team cannot assist you directly with any US claim. Have you contacted the US House of Rohl Customer Services team (the number is 800 777 9762)? The Warranty information is available on the US website, houseofrohl.com. If you're having problems making contact with that team, please respond here. Thank you.
We purchased a Shaws farmhouse sink a…
We purchased a Shaws farmhouse sink a year and a half ago. Crazing of the sink happens within the first few months. We have tried over and over to get a response from the company with no results. You are taking a chance with a purchase of this sink or any products as the customer service is non existent. The sinks are beautiful but this problem with cracking or crazing is an issue with a very expensive product.
12 December 2022
Unprompted review
Reply from Shaws of Darwen
Thank you for taking the time to write and provide feedback. We do appreciate it, whether the comments are positive or negative. First, our apologies that you have not received any responses from us. That's not our usual level of customer service, and we will try and follow this up and find out what has happened. Second, a note about crazing. No ceramic sink manufacturer can guarantee that crazing will not occur. In fact it is quite rare with a Shaws sink, but we work with fireclay, a natural material, and no one has yet discovered a method of predicting crazing. It doesn't affect the performance of the sink, and indeed some people feel it adds character, but we do offer a warranty that covers crazing for those who would like a replacement. We respond to Trustpilot reviews from our factory in Lancashire, England, but if you are a US customer you can pursue a warranty claim using the information on the House of Rohl website (https://thehouseofrohl.nyc3.cdn.digitaloceanspaces.com/user-downloads/us-shaws-warranty-feb-2022.pdf). If you're in the UK, may we ask you to once more call the team here at Darwen, and we should be able to help (phone 01254 775111).
Saved by Shaws of Darwen amazing customer service
I had a serious issue with an online retailer selling Shaws of Darwen sink products. The retailer (unconnected to Shaws) was not a legitimate business and was taking orders they could not fulfil. When this came to light, we had a serious problem of no sink and lost money. When I took the issue to Shaws of Darwen, they went out of their way to resolve the problem and source us a product in amazing time. I highly recommend dealing with this company - their ethics and customer care were amazing.
29 November 2022
Unprompted review
Reply from Shaws of Darwen
Just a brief note to thank you for writing a review of Shaws and for your kind words. These issues are relatively rare, but extremely distressing when you encounter them. Hopefully you can now put it all behind you and enjoy your new kitchen, and especially the new sink. It should give you many, many years of satisfactory use.
Fantastic customer service
I emailed Shaw's regarding the overflow connection on an old Shaw's Belfast sink. I was promptly replied to by a very helpful member of staff named Sandra, who very kindly sent me images of the part I required and then sent me the parts free of charge.
An excellent company and customer service, I couldn't have been happier.
29 September 2022
Unprompted review
Reply from Shaws of Darwen
Dear Mark, Thank you for taking the time to write a Trustpilot review and for your kind words. We never describe a Shaws sink as 'old', by the way - just 'vintage'! They are made to last a lifetime. We're very glad to have helped on this occasion, and I'll pass your comments back to Sandra. Many thanks once again.
Proper customer service
Moved into a house with a Shaw's sink and the overflow covers had cracked. Dropped them a line to see if they had replacement covers and in no time they'd sent 2 entire replacement overflow systems with covers, free of charge!
Proper customer service, very impressed.
8 September 2022
Unprompted review
Reply from Shaws of Darwen
Dear James, Just a brief note to thank you for posting a Trustpilot review. We really appreciate your kind comments - and applaud your good taste in buying a house with a Shaws sink! It should give you many years of satisfactory use. If you need any further assistance or advice, please do not hesitate to call our Customer Services team in Darwen.
Only interested in their marketing.
Having 'inherited' a Shaw's Belfast sink in the house we bought I asked for advice re installing a soap dispenser in the 2nd aperture already available left by the mixer tap using only one.
No acknowledgement or advice was forthcoming, but merely weeks later only marketing emails which has prompted this review.
So today 'Unsubscribe' is the best option after experiencing such lack of service.
13 August 2022
Unprompted review
Reply from Shaws of Darwen
Thank you for taking the time to write a Trustpilot review. Please accept our apologies, as we do seem to have lost your email. Would you mind either resending (the address is sales@shawsofdarwen.com) or calling our Customer Services team in Darwen on 01254 775 111 (weekday office hours)? Shaws don't produce deck-mounted soap dispensers, but our sister company Perrin & Rowe does, so you could also ask their advice (their Rainham Customer Services team is on 01708 526 361). It may come down to the diameter and exact position of the second aperture in relation to the back edge of the sink. If you can't make a soap dispenser work, how about a matching Shaws soap dish to cover the hole? (See the Mini Sink on our website.) It's a last resort, perhaps, but we'll happily send you one of those if it would help.
Excellent advice and help
Excellent advice and help. Lovely new gold waste for my kitchen sink.
20 July 2022
Reply from Shaws of Darwen
Dear Lucy, We're delighted that you're happy with your new Gold waste, and that you received the advice you needed. Feel free to contact our Customer Services team in Darwen again if you need further assistance. And thank you for taking the time to write a review of Shaws. It is very much appreciated.
Good transaction
Good transaction. Quick delivery and the sink mat seems fine so far. Thank you.
16 July 2022
Reply from Shaws of Darwen
Just a quick note to say thank you for writing a Trustpilot review. Each one is appreciated, so thank you for taking the time. The measure of a sink mat is how well it lasts, of course, so we appreciate that this review represents your first impressions. If you have any issues, please do not hesitate to contact our Customer Services team in Darwen.
Issue with my sink
I bought a Butler 1000 from Shaws in 2018, and was only installed in our new kitchen late 2021 as the renovation was delayed. Despite taking great care of the sink, beyond the usage one would reasonably made of it, and beyond what is mentioned in the care guide, we started seeing some scratches on the surface of the sink few weeks after using it.
I contacted Shaws twice about this and got no answer... until they replied to this review. It happened that Shaws' email address I had at the time of my order was no longer used. Once we finally got in touch, it all went smooth. I provided Shaws with pictures of the defect and they sent a replacement sink according to their lifetime warranty. Top-notch!
Keep in mind though that as handmade sinks, each one is slightly different and unique: the countertop may need to adjust to the replacement sink.
[NOTE] I updated my review to reflect my experience with Shaws of Darwen, from bad (because of no answer, but they just didn't receive my emails) to excellent (as we got in touch and they committed to their lifetime warranty).
27 June 2022
Unprompted review
Reply from Shaws of Darwen
Dear Vincent, thank you for taking the time to write a Trustpilot review. We are extremely concerned by your feedback - we normally pride ourselves in responding quickly to our customers, so we're not sure what has gone wrong here. Please accept our apologies. Would you mind writing to us once more? The email address for our Customer Services team in Darwen is: sales@shawsofdarwen.com. Thank you.
ADDITION 31st August 2022
Thank you Vincent for kindly updating your review. Once again, apologies for missing your original email and we're glad we could ultimately put things right. We very much appreciate you updating your feedback in such detail.
New Belfast sink
Came earlier than expected…great!
Excellent quality Belfast sink. More than happy with it.
Bought protective grid for base of sink….
Also excellent quality.
A very good company to deal with. Helpful and polite staff. The carrier/driver was more than helpful and without being asked offered to help carry it into the house…very polite. All in all 10 out of 10!!!
Even got a free hessian shopper/goody bag of kitchen related and useful items!
Would highly recommend SHAWS
24 June 2022
Reply from Shaws of Darwen
Dear Roger and Sue, thank you for writing such an extensive review on Trustpilot. As a small British manufacturer we know that every review counts, and so your kind words are especially appreciated. We wish you many happy years of use of your Shaws sink. Do note that we have our own Customer Services team based at the factory in Darwen, and they are on hand for any queries you have, now or at any time in the future.
Beautiful British Craftsmanship
I went back and forths on whether I got all 3 sinks from Shaw's but my goodness they are beautiful and I'm glad I took the plunge
17 June 2022
Reply from Shaws of Darwen
Dear Reshma, thank you for taking the time to write a review of Shaws. Apologies for taking so long to acknowledge your review, which is greatly appreciated. Of course we are absolutely delighted that chose Shaws for all three of your sinks, and it's wonderful to hear that you are pleased with them. A Shaws sink is handcrafted for life, so please do not hesitate to contact our Customer Services team in Darwen if you need advice or assistance at any point in the future. Enjoy your lovely sinks!
Reply from Shaws of Darwen
Just a brief note to say thank you for your review of Shaws of Darwen. Our apologies for acknowledging the review so late (we've had a few technical issues with Trustpilot). We're delighted that you've been happy with our service, and if we can be of any further help in the future, please do not hesitate to contact the Customer Services team in Darwen.
Product is marvellous
Product is marvellous, not difficult to use. Works like a dream highly recommended.
24 May 2022
Reply from Shaws of Darwen
Dear Vic, just a brief and very belated note to say thank you for writing a review of Shaws on Trustpilot. It's good to hear that you found the product effective (was it the sink repair kit?). Apologies for the delay in acknowledging your review, which is greatly appreciated by everyone at Shaws.
Excellent customer service ! …
I think the true test of customer service is when there is an issue . I asked for advice about some marks that appeared after 5 years and I couldn’t remove . After sending some photos I was told that the glaze had crazed and this was covered by the Lifetime warranty. I could easily have been fobbed off but Shaw’s initiated the free replacement of my sink without any pressure from me at all . They also managed to find my original order and so there was no nonsense about having to produce a receipt - another reason to buy direct !! Truly great company to deal with .
12 May 2022
Unprompted review
Reply from Shaws of Darwen
Just a quick note to say thank you for taking the time to write such a detailed review. We do really appreciate it. Every review counts for us, as a small British manufacturer. We're pleased that you are happy with the service you received. The new sink should give you many, many use of satisfying use. Thank you once again for writing.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.