I came across this company after looking on Google and eBay for a heated floor for the bathroom. Their prices are superb and they offer a custom design service that is second to none. I called to add... See more
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wow, great company and superb CS as a keen DIYer ive taken on a task of adding UFH to a kitchen renovation Searched for the parts and TFHW came out the best option, and although i will be getting... See more
First order with this company. Item was a good price and swift delivery. Very happy. Definitely would use again. Obviously I haven’t had to return anything under warranty, so cannot comment on that.
Service exemplary apart from an initial misunderstanding about the pipe sizes and design routing of UFH piping. Design changed and resubmitted on the saje day, much appreciated. Took time to go thr... See more
Company details
- #45 of 73 best companies in Heating equipment supplier
Written by the company
Customer service is of paramount importance to us. We strive to ensure customers are totally satisfied. On a rare occasion where customer expectation is not met in full, we will do all we can to rectify this.
Contact info
United Kingdom
- www.thefloorheatingwarehouse.co.uk
4.6
Excellent
449 reviews
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Replied to 100% of negative reviews
Typically replies within 48 hours
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Reply from The Floor Heating Warehouse
thanks John, we hope the project is progressing well.
Reply from The Floor Heating Warehouse
Thankyou - it was a pleasure as always.
Quick and simple
Quick and simple, quality is brilliant and cheaper than the most of the other suppliers.
16 July 2024
Reply from The Floor Heating Warehouse
Thanks Gabriel, we're glad we could assist.
Under floor heating system
The under floor heating system arrived very quickly, was of very high quality with comprehensive instructions.
13 July 2024
Reply from The Floor Heating Warehouse
Great thanks Chris
AVOID
Lying staff, unorganised, incompetent logistics department.
I spoke to the team multiple times before ordering, and was ensured that my pre-12 delivery would be on my order.
I paid £25 for a pre 12 delivery, and paid my floor fitter for the day.
I had a notification the delivery would be between 3-4pm via email on the morning of the delivery day.
The customer service team said that sometimes the courier (large known courier) can be too busy to fulfil the pre 12 guarantee.
This is a lie. I use dhl and dpd for my business to deliver 50-100 parcels a day; the pre 12 service is GUARANTEED. We never have an issue with this.
No offer of compensation for my fitters day rate, who has prepped the floor ready to lay the product, and now will have to come back for another day, costing me an extra £220.00.
They didn’t even call me back to notify me that they couldn’t expedite the delivery after I called at 9am to complain. I called back myself at 11:30 as they couldn’t be bothered to call me.
As a business owner who is renovating multiple properties on the side, with this one being for my partners business that’s opening next week, all of which were going to use this product, I will now categorically not be using them for anything else and will use one of their competent competitors.
Spending £1300.00 on a product and receiving this level of customer service is just unacceptable.
I recommend to use another supplier and avoid this company.
24 July 2024
Unprompted review
Reply from The Floor Heating Warehouse
Hi Oliver, we apologise for the late delivery in this case. Having looked into it and reviewed with the courier we can confirm it was booked in for an AM delivery and we paid for this service. Unfortunately the courier got delayed, we chased them up and they did then deliver your order early PM rather than the requested AM delivery. For this we apologise and will review our despatch policy in order to limit any future occurances.
We do hope we can assist in the future and revert back to the service we provided you the day previously - for which we thank you for the complimentary email below that you forwarded to us:
"Good Morning
I hope you are well.
I just wanted to send a message to extend my gratitude to Mark who took my call today to discuss your products and advise me on many aspects of the product selection process and installation.
Mark was extremely helpful, and a credit to your company.
I won’t be looking elsewhere for alternatives, regardless of cost, because Mark provided me with the confidence that your company is trustworthy and would be happy to help if any concerns arose.
I will be ordering under my partners name, ********* of *********r Ltd. I mention this so that you can see an order come in relating to this email, to further enforce the great work Mark has done.
As a sales consultant myself, Mark is the type of individual that I try to have my clients mimic. Knowledgeable on the product, honest, and friendly; no sales tactics, just clear experience.
Sorry to take up your time with this email. I feel compelled to give positive feedback when I experience employees of companies that I feel deserve to be praised.
Thanks
Oliver"
Hassle free quality product and service.
Always hassle free experience with this company.
17 July 2024
Reply from The Floor Heating Warehouse
Thanks Sam. Greatful to assist again.
Not a great experience
Not a great experience, order wet underfloor heating for my new extension. Ordered early for the plumber as screening etc needed to happen. As with all builds there have been delays and we went past the big standard 14 days to return items. They didn't want to help and shocked for such and invasive item as wet underfloor heating they only offer 14 days to return items. All of our other purchased items e.g. kitchen offer 45 days.
On top of this they over estimated what we need, they blamed us for not sending them our kitchen plan. Something they didn't ask for (I'm assuming they expected us to know to send this) how they were able to provide an accurate quote for items without all of the information is beyond me. Thankfully I won't need to use them again, but have told our excellent plumber and trades on site who wouldn't recommend to thier customers
23 July 2024
Unprompted review
Reply from The Floor Heating Warehouse
Dear Stephen, we apologise that you have not received the service you should expect. We can see that you did receive a reply to your email where we offered to take back the pipe you wished to return. Please check your email or spam folder but we have also copied the email below that was sent 2 days ago. If we can assist any further please do let us know.
EMAIL sent 22/7/24 10.02am:""I have checked the design and our calculations are correct – I do note however that the plans were sent in without a kitchen unit design and the quote based on these plans. Once the kitchen design was received the pipe requirement will change and as the kitchen design was received after the quote was purchased there would have been an excess of pipe as you will not have installed below the kitchen units,
As a gesture we can accept the 100m coil of pipe back (assuming it has not been removed from its packaging). Refund value of this is £58.14 including VAT.
If you wish to return please advise accordingly and we will send you full returns reference and details.""
Reply from The Floor Heating Warehouse
Appreciated Mathew - always a pleasure.
Reply from The Floor Heating Warehouse
Cheers Bafti - and good luck with the project
Very helpful staff
Very helpful staff
Placed order 11.45am it arrived 10.30 am next day
Excellent service
3 July 2024
Reply from The Floor Heating Warehouse
Thanks David. If you need any assistance just call.
Delivery was punctual and correct
Delivery was punctual and correct and when I needed to terns some items thsi was dealt with immediately no questions asked.
3 July 2024
Unprompted review
Reply from The Floor Heating Warehouse
Pleased we could help - we accept that sometimes items are ordered incorrectly or not required - in these cases we are indeed happy to accept returns.
Good experience my underfloor heating…
Good experience my underfloor heating is installed
13 June 2024
Reply from The Floor Heating Warehouse
Thankyou - enjoy your warm floor.
Reply from The Floor Heating Warehouse
Thanks Daniel
Reply from The Floor Heating Warehouse
Thanks Ian - glad we could assist
I received a detailed design within 24…
I received a detailed design within 24 hours of purchasing the design package. It arrived with a breakdown of what the system would cost to buy. I was also able to speak to the designer to ask further questions. I was very happy with the service.
18 June 2024
Reply from The Floor Heating Warehouse
Thankyou - and should you require any after sales support then our design team will be happy to assist.
Easy and good value
Easy and good value. They worked to the brief provided and did the design, listed all the parts which i could then compare to others and offering the best value got my business. Unlike many competitors i also went to felt i was valued and the experience personalised.
10 June 2024
Reply from The Floor Heating Warehouse
Thanks Karl, glad you enjoyed the experience. All customers should feel valued.
Very quick turnaround...
Very quick turnaround, but 2 deliveries is one too many, 1 for the timing gear and one for the cable, both on the same day but 2 delivery companies! Not unpacked yet but is planned to keep the kitchen warm this winter.
6 June 2024
Reply from The Floor Heating Warehouse
We endeavour to ensure deliveries are next working day. in this case we did that albeit from 2 of our warehouses but it was important to us to ensure you received your full order on the same day. We hope the project went well.
Reply from The Floor Heating Warehouse
Thanks Nicolae. We look forward to assisting in the future.
Amazing services
Amazing services. I have been using this company for many years on all of my projects they always deliver on time and the quality is outstanding. I will definitely continue to use them on all of my future project that require any type of under floor heating
30 May 2024
Unprompted review
Reply from The Floor Heating Warehouse
Thanks Bobby - hope the project is progressing well.
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