Another fantastic experience dealing with the support team especially Linda and Thomas. After trying various fixes with me for my mini hot water tap (spurting and leaking), Linda arranged a replacemen... Voir plus
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Lisez les avis des autres
My Perrin & Rowe kitchen tap was leaking and the lever arms worn. My plumber was keen for me to replace the whole tap: the tap alone is over £1,000 so I called Perrin and asked if there were replaceme... Voir plus
Linda was lovely to speak with. She is so professional and efficient. She immediately confirmed my Perrin & Rowe product had a 5 year warranty and agreed to send replacement parts free of charge. Exc... Voir plus
Just replaced a Perrin and Rowe Etruscan 1420 filter tap purchased 22 years ago with the same upgraded model for a kitchen refurbishment. The quality of the former and new model is outstanding, as had... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
Perrin & Rowe, designer and manufacturer of brassware and sanitaryware. Our Kitchen and Bathroom products are handmade in England to the highest quality standards. Everything we make is designed to last and can be easily maintained with replacement spares readily available to purchase, both online and via Customer Services. Our products are designed to be self-serviceable, no plumber needed. The Technical Customer Service team for all after care support and advice are available as follows: Monday to Thursday: 9am to 5pm GMT Friday: 9am to 3.30pm GMT *Closed Public Holidays*
Coordonnées de contact
Ferry Lane, RM13 9JY, Rainham, Royaume-Uni
- +44 (0) 1708 526 361
- customerservices@perrinandrowe.co.uk
- www.perrinandrowe.co.uk
4,7
Excellent
515 avis
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Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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Really poor after sales service
Initially the product was good, but we noticed a large leak after a couple of years under the sink. The inlet hoses have perished and the tap is jammed. The plumber advised a new tap was needed. We have a 5 year warranty on the tap. Perrin and Rowe took nearly 2 weeks, after sending a reminder, to respond. They then send some new seals which the plumber said he could do nothing with and a new tap was required. Again, another week goes by without responding to emails and reminders sent. Nice products, but the after service has been so disappointing. Ongoing...
21 février 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Tony, Thank you for taking the time to post a Trustpilot review of Perrin & Rowe. We appreciate all feedback, whether it's positive or not. First, please accept our apologies for the difficulties you've encountered with your tap, and for our slow response to your email. (Do note our Customer Service phone number - 01708 526 361 - for future reference.) We can't identify your case from your first name alone, so would you mind contacting our Customer Services Lead, Wasiq Khan, and confirming your details? Then we can get this resolved for you. His email is - Wasiq.Khan@fbin.com. Many thanks.
Bridget couldn’t have been more…
Bridget couldn’t have been more helpful. Thank you!
20 février 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Yvonne, Just a brief note to thank you for your review of Perrin & Rowe, and for your kind comment. Please do not hesitate to contact us again, at any point in the future, should you need further assistance or advice.
Faucet Fiasco
Faucet Fiasco: When 'Handmade in England' Just Means 'Good Luck Fixing It'"
I regret spending over £700 on a Perrin & Rowe faucet. These faucets require non-standard screws and tools making even simple repairs a hassle.
From the start, something was wrong—the faucet wobbled every time I used it. A plumber tried to secure it properly but had no luck. This led to a wild goose chase: first to my contractor, then to the local supplier, who ultimately referred me to the manufacturer. After some time, the manufacturer sent me a non-standard extended box wrench, which secured the faucet.
Then, the handle fell off. No plumber or plumbing supply company could find a set screw that fit—neither British nor metric screws worked. I had to go through my contractor again, who eventually managed to get a replacement handle which included the non-standard set screw. However, it did not come with the matching Allen key. I used my own Allen key set, but without achieving a tight fit, it feels janky. I suspect the handle will fall off again soon.
For a premium-priced faucet, I expected quality craftsmanship in line with industry standards. I strongly advise looking elsewhere for a reliable faucet.
28 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Sandra, Thank you for posting such a detailed review of Perrin & Rowe on Trustpilot. We genuinely appreciate all feedback, whether positive or not. Please accept our apologies for the unsatisfactory experience you have had from the beginning. Can we confirm if you are a UK or US customer? (The purchase price is quoted in pounds, but not many UK customers use the word faucet!). If you are a UK customer, could we ask you to directly contact the head of our Customer Services team in Rainham? Email is Wasiq.Khan@fbin.com. If you're in the US, we encourage you to talk to the team out there - (800) 777 - 9762. Thank you again for taking the time to write.
Good products, shame about the service.
Having bought Perrin and Rowe products many years ago for our kitchen and been very impressed by the quality of products, when we decided to have a new bathroom fitted we decided to go for the best quality products we could find. We were also pleased that we could in this instance “buy British”
We placed a substantial order with a bathroom supplier for a number of Perrin and Rowe products, taps, mirrors, tumblers and other accessories. The order was placed and confirmed on 1/11/2024 and we were informed that the items we’d ordered would be on a 10-12 week delivery because they were made to order. Mid January we checked for delivery and were told “any day now” the order would be dispatched.The order arrived last week in January minus the double tumbler holder which we were then informed was discontinued and would not be supplied.
I have telephoned P &R Customer Services several times since then for some sort of explanation, but have had no response, despite several representatives promising to email me with some explanation.
It would seem reasonable to me that if a company is holding a customer’s order for 3 months that they would know what stock is available to fill that order? When the order was placed on 1/11/2024 why wasn’t I told this item would not be available? Or could one not have been reserved to fill this order?
One takes a good deal of time and money planning these not insubstantial home investments. I am very disappointed that a company like P&R do not appear to do the same.
1 novembre 2024
Avis spontané
Réponse de Perrin & Rowe
Dear Josephine, Thank you for taking the time to provide detailed feedback on your experience with Perrin & Rowe. We genuinely appreciate all comments, positive and negative, and use all criticism to improve. First, thank you for your kind comments about the Perrin & Rowe kitchen products you have had. Our processes are little changed since you purchased those: we still make all our brassware at our foundry in the Black Country, and assemble and test in East London. Second, please accept our apologies for the disappointment you've had with the missing element of your order. It looks like this was a failure of communication between us and the retailer. The product was discontinued, and it shouldn't have been possible to place the full order. We're looking into how that happened, and what we can do to ensure it doesn't happen again, although of course we recognise this doesn't help your situation. We do still make a single tumbler holder, but presumably either one or two of these wouldn't work as well for you? Hopefully you'll find the rest of your brassware order to your satisfaction, but do please contact us, now or in the future, if you need any assistance.
One of the best long term customer service and support I've experienced
Just under 4 years ago, I had a Boiling water tap installed. Very recently, the tap has become stiff and rubber o-ring around the tap's ball joint perished causing slight dripping.
Not wanting to risk further damage to the tap by trying to dismantle it myself, I decide to contact customer services. I was helped along by Olivia, who sent the spare parts, and she very patiently offered advice via email, back and forth at every step of the process, as I managed to by myself replace parts without the need of a professional.
(Do note I do have a small amount of DIY knowledge and know how to turn off the water in the pipes running to the tap!)
Overall though, I must say, there was no hesitation in providing spare parts (free of charge) and the level and detail of the help and support I've been provided with is definitely amongst the best I've experienced with any product or company.
Their products are expensive, but the quality of the product and the aftersale care more than justifies this.
30 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Johnnie, Thank you for taking the time to write such a detailed review of Perrin & Rowe, and for your kind comments about the tap and our service. Reviews like this make a big difference to us, as an artisan British manufacturer. We do design our taps to be maintained without necessarily requiring professional assistance, and you were absolutely right to get our Customer Services team to walk you through the process. We're delighted to hear that yours is now fully operational again. Please do not hesitate to contact us again, at any point in the future, should you need further advice or assistance.
Excellent customer service
Needed a new cartridge for 30 year old tap but didn’t know model. Phoned - Bridget explain what to do, Felix came back with part number to be (easily) ordered. Good tracking with reliable courier. Perfect fit part. Old tap ‘as good as new’ !!
29 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Nick, Thank you for taking the time to review Perrin & Rowe on Trustpilot. It's always good to hear from people who've had their Perrin & Rowe tap for decades! We stock parts for almost every tap we've ever made, and there's no reason why your tap shouldn't have many more years satisfactory service ahead. Please do not hesitate to contact us, at any time in the future, should you need further advice or assistance.
Ease in resolving issue
Superb customer service in resolving an issue with my kitchen tap (Perrin & Rowe single monobloc). Required part (diffuser) arrived in a few days and tap now back to full action.
21 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear John, Thank you for taking the time to review Perrin & Rowe on Trustpilot, and for your kind comments. We're delighted that your tap is fully operational once again. They are designed to last a long time, with occasional maintenance, and our aim is to stock parts for virtually every tap we've ever made. Please do not hesitate to contact us again in the future if you need further assistance.
Excellent customer service
My Perrin & Rowe tap was leaking via the screw at the back. I contacted customer services to ask how to fix this...Can I do this myself? Do I need a plumber? Do I need a space part? I received a return email which gave me the link to buy the washer kit that would solve this. It was so helpful. This is the second time I have contacted Perrin & Rowe and in both instances they have been excellent.
20 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Wendy, Just a short note to thank you for reviewing Perrin & Rowe on Trustpilot. Each review really does make a difference to us, and we greatly appreciate it. Hopefully your tap is now working without any leakage, but if you need any further assistance, now or in the future, please do not hesitate to contact us.
Kayleigh Churchyard at customer service
On 3-4 occasions over a period of 2-3 years I have ordered parts for several Perrin & Rowe faucets installed in my home. Kayleigh Churchyard has been professional, courteous, patient, helpful and resourceful on each occasion. It is definitely the best customer service experiences I have had across all industries.
20 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Mr Hum, Thank you for taking the time to review Perrin & Rowe on Trustpilot, and for the exceptional accolade! We're very proud of our products, all designed and made in England, but taps are mechanical devices that sometimes need maintenance. Our aim is to provide the support the products deserve. It's extremely encouraging that we have succeeded over the last few years in your case. Please do not hesitate to contact us again, at any stage of your taps life, if you need further advice or assistance.
Craig goes above and beyond to resolve issues
We have had a Perrin and Rowe Phoenician Filter Tap with Pull-Out Spray Rinse fitted in our new kitchen over 12 years ago which still looked great but had started dripping and whenever a tap was turned on in the rest of the house it very noisily spurted water despite being turned off. A replacement retails at £1229 so we called the parts technical support line to see if they could advise. Craig really did go above and beyond to find a resolution to the issue without having to replace the tap. As he hadn't encountered this issue before he asked us to send him a video of the tap for him to check with their engineers. He then advised replacing a valve however when the new valve arrived we were struggling to fit it as we couldn't unscrew the tap due to internal limescale. Craig patiently talked us through troubleshooting these issues, which took many days adopting various techniques. We are delighted to find that the tap is now working perfectly.
6 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Mrs Wood, Thank you so much for writing such a detailed review of Perrin & Rowe, and for your very kind comments. We'll pass these onto Craig. Our aim is to stock spares for virtually all the taps we've ever made, and we do prefer to keep older taps going rather than replace them. We're delighted this has worked out for you, and your rinse is fully operational again. Please feel free to contact us again, at any point in the future, should you need further assistance.
Réponse de Perrin & Rowe
Just a brief note to thank you for your review of Perrin & Rowe. It's greatly appreciated. We're glad you found our advice helpful, and remind you that you can contact our customer service at any stage in your tap's life for advice or assistance.
Intelligent very helpful person vey…
Intelligent very helpful person vey impressed!
20 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Mrs Darling, Thank you for posting a Trustpilot review of Perrin & Rowe, and for your kind comments. We're always delighted to be described as 'intelligent'! If you need any further assistance, now or in the future, please do not hesitate to contact us.
Great service
Very helpful and knowledgeable staff on the customer service line. Extremely quick delivery - next day, even though we were told it might take a week or so.
17 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Just a brief note to thank you for writing a Trustpilot review of Perrin & Rowe. We really appreciate your kind comments, and glad that your spare part arrived quickly. If you need any guidance on fitting, please do not hesitate to contact us again.
Calm and collected
Rang up thinking the worse for replacing my aerators and Felix was on the case, calmly setting me up so I could receive the info and parts codes from their system. Go Felix!
20 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Mr Archer, A belated thank you for posting a Trustpilot review of Perrin & Rowe. Apologies for missing it initially. Your feedback and kind comments are very much appreciated, and we'll pass your compliments onto Felix. Please do not hesitate to contact us again, at any point in the future, if we can provide further advice or assistance.
Satisfactoy
Initially I had tried to contact Perrin and Rowe without success. After leaving a review on Trust Pilot, I was contacted by a representative of Perrin and Rowe. Who did answer my questions and advised on the correct product.
15 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Kelvin, Thank you for your Trustpilot review. We do appreciate all feedback, positive or negative. Please accept our apologies for the problems you've had contacting us. Our aim is always to answer calls and respond to emails promptly. Was it a problem with our Rainham Customer Services number (01708 526 361)? Our Customer Services Manager is Wasiq Khan - would you mind emailing him about your issue, and we will address it from there? Mr Khan's email is: wasiq.khan@fbin.com
A quick additional note (3.2.25) to say thank you for taking the time to update the original review, and apologies once again our failure to respond initially.
Appalling customer service
Appalling customer service - we have an issue with our hot water tap not working. Having provided the details, video and numerous chaser emails we have not received a response. We have been without a hot water tap for over a month including Christmas. The original email exchange suggested they pride themselves on customer service. Product is lovely - can’t fault the aesthetics and functionality.
13 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Stuart, Thank you for taking the time to review Perrin & Rowe on Trustpilot. We appreciate all feedback, positive or negative. Somehow we seem to have lost track of your case - please accept our apologies. Could we ask you to contact our Customer Services Manager direct, and he will pick this up? Mr Khan's email is wasiq.khan@fbin.com. Thank you.
Update 4.2.25 Dear Stuart, Thank you for getting in touch with our Customer Services team once again, and hopefully we have now correctly identified the issue. You should have received the replacement valves. Please do not hesitate to contact us if you need help fitting them, or if the new parts do not resolve the problem. Again, please accept our apologies for losing track of your original message, and for the delay in dealing with the issue.
Instant Hot Water Boiler
Had a problem with Instant Hot Water Boiler, contacted customer services and Mr Khan contacted me to resolve issue and I was extremely pleased with outcome.
3 janvier 2025
Avis spontané
Réponse de Perrin & Rowe
Dear Michael, Thank you for taking the time to post a Trustpilot review. First, an apology for the slow response to your feedback, and second, an apology for the problems you've had with the our water tank. We would like to investigate this further, if possible. Our Customer Services Manager is Wasiq Khan - would you mind emailing him about your issue, and we will address it from there? Mr Khan's email is: wasiq.khan@fbin.com
Hot Tap Leak Repair
I was advised by service agent Olivia, to use their data sheet on website under (spare Parts) to understand the cause of leaks on my kitchen Hot tap. I found the root cause and made a repair as indicated. Very pleased of the advise which I could not otherwise have guessed.
12 décembre 2024
Avis spontané
Réponse de Perrin & Rowe
Dear John, Thank you for taking the time to review Perrin & Rowe on Trustpilot. We're delighted that we were able to assist you in making the repair yourself. Our taps are designed for home maintenance, but it's always worth talking to the Customer Service team for guidance. Hopefully everything is working as it should be now, but please do not hesitate to call us again if you need any further advice, now or in the future. Merry Christmas from all of us at Perrin & Rowe.
Beautiful taps and exceptional Customer Service
Purchased a pair of Perrin and Rowe Mayan taps finished in Pewter online. Once delivered I was disappointed when opening the box as I noticed one of the taps had a minor flaw. The online retailer fully understood the issue and duly contacted Perrin and Rowe who responded immediately. Craig at Perrin and Rowe customer service was extremely helpful and experienced in dealing with the issue and very promptly found a resolution. Although it could be argued that the taps should not have been boxed with the slight scratch dealing with a very efficient customer service dept based in the UK made the overall experience a good one and I wouldn't hesitate to purchase Perrin and Rowe taps in the future given the design and quality of the product.
6 décembre 2024
Avis spontané
Réponse de Perrin & Rowe
Dear Colin, Thank you for taking the time to review Perrin & Rowe in such helpful detail. We really appreciate the feedback. Please accept out apologies that you received a Mayan with a scratched surface. Obviously that should not have left the factory in that condition. We are grateful for your patience while we resolved the issue. You have bought a tap that is designed for longevity, and you are most welcome to contact our Customer Service team at any point in the future, should you need advice or assistance.
OUTSTANDING SERVICE
Customer Service at Perrin and Rowe is outstanding. I have spoken with two people who helped me to sort out which replacement parts were needed for my tap rather than have to replace it altogether. THANK YOU
9 décembre 2024
Avis spontané
Réponse de Perrin & Rowe
Dear Barbara, Thank you for taking the time to review Perrin & Rowe and your kind comments. We do believe in maintenance rather replacement - we stock spares for almost every tap we've ever made. We're delighted we could help on this occasion, and encourage you to call us at any point in the future if you need further advice or assistance.
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