Saneux UK Avis 21

I dealt with Lizzie Berry from Internal Sales for a replacement flush plate that my tenant had broken in my rental property.
Lizzie was super efficient, really knowledgeable and was able to help me.
Here customer service was exemplary - a real credit to her company. Well done and thank you so much Lizzie. Top job!

Excellent service

We've bought a Saneux vanity unit about two years ago. After about two months the finish started chipping off on the drawers. Initially I thought it might have been our fault and someone might have accidentally hit the surface with a sharp object. However, over time, the paint finish is coming off everywhere. When we complained and asked for replacement doors under warranty, we were told – without any evidence – that it's our fault and we have probably used the wrong cleaning products. That's not true and a baseless claim by the company. The company offered to sell us replacement drawer doors, but refused outright to even look at the issue, let alone fix it. Definitely not recommended!

We ordered a bathroom suite (washbasin, cabinet and tallboy). Within 6 months the tallboy had paint coming off the door. Contacted customer service who said that it was moisture damage from being in a bathroom. The damage is not from moisture as there is no swelling of the underlying MDF. Either way, it's a bathroom suite. It's supposed to go in a bathroom! We asked them for at least some touch up paint but apparently this is unavailable so they just gave us the paint code. Not good enough. At the very least, a replacement door should be sent out. The product is substandard and the customer service is very lax to say the least.

Totally agree with all the other comments do not use this company unless you want substandard goods.
My elderly parents had a bathroom refitted and after about 8 months the mirrored bathroom cabinet started to show signs of deterioration on the edge. We contacted the fitter who contacted the company was told they was using harsh chemical cleaners... they was not! The fitter got no where with the company so my dad contacted them and they did not have the decency to respond.

We refitted our bathroom with Saneaux products. The vanity unit almost immediately began to peel away. Two years on we are having to spend another £2k to make good the damage. The company were totally unhelpful from the start, accusing us of having caused the problem before they even inspected it. Do not buy from this company.

Georgina Galloway was so efficient to help me out with a specific mixer part that I was struggling to find. Thank you.

Absolutely awful. No help whatsoever from them. I got replacement hinges for my Saneux toilet a second time and had problem on both occasions. The first time was a few years ago when they did send someone to install it as no one else managed it and this time with new hinges purchased from choice company that they referred too me and which broke my seat, they refused to help. Also I can’t understand why the hinges do not last and so difficult to install! They are utterly rubbish.

The wood on my bathroom unit warped and chipped, however as it was timed out of the 5 year warranty I bought a spare part. I acknowledge my error in not checking the spare promptly on delivery as I left this to my builder and he failed to check it. However I have now discovered, on opening the box, that the item is completely cracked, it can't be used. No remedy is being offered, I am simply advised to buy another spare unit front for another £144 for a small unit front. Will not be ordering from Saneux again.

The temperature handle for my 7 year old Saneux Tooga shower broke off. I ordered a replacement but inadvertently ordered the wrong part as I am not a plumber. An email together with photos to Saneux's after sales resulted in a prompt response by telephone and solution to the problem. Saneux have very generously offered to replace the entire valve unit-together with the offending handle. This is impressive after sales support which naturally will not only encourage me to buy Saneux products in the future but recommend them to others.

I was trying to find a replacement toilet seat and cover for a Saneux toilet i bought 12 years ago. My plumber said it would not be possible as it was too old but i rang Saneux and then emailed them some photos and dimensions and within 6 minutes they had replied to me, worked out which model of toilet I had, and sourced me the correct new toilet seat and cover. I was totally gobsmacked! They were just incredible - hugest thanks to Gerry and the aftersales team at Saneux. You rock!

If l had 0 star option, l would of leave 0.

The people who is answering the phone is so rude. I have a toilet which is higher price then normal standard toilets from them and it’s leaking. They don’t want to deal with it.

I was so disappointed with the quality and l will also complain to ombudsman for this to get the toilet exchange or refund. They sold me faulty toilet.

Called saneux technical help, technical stayed on the phone for over 30 minutes guiding me to fit a shower cartridge. Absolutely excellent support. Many thanks

I ordered a few items for my bathroom a while back and the builders seemed to misplace some fixings for one of the basins I got. I spoke to the technical manager at Saneux who was very helpful and got some replacement fixings sent out the next day! Very good service, and love the products.

After spending a small fortune kitting our town house with Saneux products we had blistering on one panel under a sink unit. Though product is within warranty we were told by a UK technical manager that it was our own fault as we had 'allowed to continually let water run down the furniture'. Also that we have 'allowed standing water to sit on theis panel'. Both are simply untruths and I am more than shocked that Saneux would treat customers in such a shocking way. I am a customer, I am not a liar and water does not 'constantly run down the far side of a basin'.

I wish I had seen reviews for this company before buying as this seems to be a common theme. Absolute disgrace this company stay well away.

No further communication from Saneux since my review. Fed up with having to open a drawer, wipe down any drops of water from using the sink …. Every time you use the sink. Must have had a faulty vanity unit which they don’t seem to acknowledge can possibly happen but instead blame me for using the sink wrong. Didn’t realise as a middle aged woman that all this time I’ve used sinks incorrectly. Hopeless customer service

Had a problem with a replacement part and they sorted it out really quickly. Everyone I dealt with, was polite and efficient. Would recommend.

Unfortunately another poor customer experience after a faulty product.
The cistern in our Saneux Matteo and Project toilet split causing water to leak out onto the floor having only been fitted for 4.5 years.

The range has subsequently been discontinued, so I contacted customer services to find out if I could replace it with a different cistern from another range / get a replacement.

I spent 3 months and 12 emails chasing for any sort of help. The majority of emails were ignored, and those that weren't were generally very unhelpful. The service generally was very poor and really frustrating not getting responses.
Decided after not having a working upstairs toilet for 3 months and having my last 3 emails completely ignored to buy and fit a new toilet from scratch at my own expense - hugely disappointing.

A week after I had fitted a new toilet, the team at saneux reached out to say that they had found a cistern. When I said that I had replaced at own expense and suggested any sort of compensation for the poor service / unnecessary expense, the team completely dismissed it with no sense of responsibility.

Overall a really poor product and service experience for a business that I had spent a large amount of money with. Would recommend that the team requires some training on service levels to improve.

I bought a saneux mateo vanity and within 10 months, one of the doors started to delaminate. The company says that it’s because there is standing water on it and therefore won’t be replaced by warranty, but the delaminating goes across the door. It’s apparent that this is a manufacturers defect particularly because water hits it on both doors and only one door has the issue. I now see another customer has the same problem!

This reinforces that 1) there is a defect in the quality of the product rather than it being because of water damage. 2) poor customer service.

Incidentally if you are going to design a product to be used near water you need to make sure it can resist water splashes to a reasonable level. At the retail cost we would have expected a quality product.