Roxor Group Ltd Avis 

DISGUSTING SERVICE. WARNING, DO NOT USE THEM.
I never leave reviews but this is horrendous and i don't want anyone have to go through what I did. I had no hot water for a shower and bath for over three weeks. Contacted them via email/phone multiple times where I was lied to on several occasions after being told a new part was being sent out to me. Sarcastic and no sincere apologies when i chased to find it hadn't been sent out, in fact they didn't even have it in stock and then went on to make excuses like it was a good will gesture anyway. Laughable, it was under warranty and this was never mentioned in the first 20 or so emails/calls. To make matters worse I have an elderly person living with me and they couldn't care less that they couldn't shower, especially in a time like this and it being winter. It's very upsetting, very distressing and very unprofessional. They said a new part was now coming on the 11th and that it would be "sent" out to me straight away, yeah right. As you can imagine i refused there so called solution and have now had to pay out else where. SHOCKING SERVICE. If i could give them minus stars i would.

TONY KIRTON, Technical Advisor at ROXORGROUP has provided EXEMPLARY service, Support and attention when I contacted him about a failed Hudson Reed Tap.
The tap was still under warranty although several years old. Tony responded speedily from start to finish. His emails were professional, supportive and clear and on receipt of photos of the damaged tap plus evidence of purchase, he arranged for a replacement.
Although the failed tap was a discontinued product, we were invited to select any of the taps from the company's online catalogues, even though they were now more expensive than our original purchase.
We provided Tony with our selection and delivery details and were told to expect delivery between 3 to 5 working days.
However, the tap arrived today - the next working day!
Fabulous replacement tap. Exemplary customer service demonstrating the highest standards from clearly a quality company. Thanks.

Very poor customer services/sales. I have old Ultra Riva taps that are no longer available, but they do sell the specific tap valve to fit it, which I have recently bought from Ultra and renewed, but as the collars have become scratched I wanted to renew them as I like the taps. I’ve asked Ultra if they have the collars and they no longer do and so thinking I may be able to update to new style possibly I’ve also asked about what other taps use the valves; well it’s just tumbleweed, my questions about this are ignored and they repeat they no longer sell the collars for my taps. They could even suggest other taps to buy to try to keep me as a customer, but no!! Take some interest in your customers Ultra!! I am a customer who has bought your products (plural) over many years and you just don’t give two hoots and can’t be bothered to provide that extra little bit of help. It really is like hitting your head against a brick wall!! Terrible customer service/sales. One of the most important things about “real” customer service is that you should care; I’ll go buy from another company who does.

I purchased and had installed a new square rimless toilet from heat and plumb when refurbishing our downstairs cloak room. A picture was placed on the wall behind which fell down the next day cracking the cistern lid. On enquiring heat and plumb and my local plumber it appears that you cannot buy a new lid but have to buy the whole toilet. This means throwing the remainder in the tip. It was a PMNCG450 nuie Ava toilet.
IF YOU FIND A LID/CISTERN IN YOUR SALVAGE DEPARTMENT PLEASE LET ME KNOW
JOHN WILLIAMS

Ordered two wall mounted tap bodies after extensive verbal and written communication with Ultra Finishing and Roxor including sending photos of what I wanted replacing and email confirmation from Roxor as to what to order (23.06.20), product despatch date 06.07.20
Plumber came out to replace this week and what has been sent based on the email confirmation provided by Roxor is incorrect and does not fit.
Very disappointed and no response from Ultra Finishing.

Purchased high gloss mdf water resist bath panels from heat and plumb supplied by Roxor .
What a load of rubbish,end panel burst on top corner under the lip of the bath after 3 days after installing,only moisture it had seen was from spray bottle when smoothing silicone sealant.
If that much moisture can cause then panel to burst there is not much water resistance in the mdf or the quality of the vinyl wrap to prevent moisture ingress.
I would seriously advise any not to believe the glossy flashy brochure and look elsewhere for UK manufactured panels not these crappy rubbish panels with a guarantee that is not worth the paper its written on

UPDATE 6th September 2020

Side panel now suffering the same problem,on close examination found minute cracks to very thin vinyl edges of the side panel which could possibly allow moisture to enter mdf..
Did not use plinths they where left in garage they are also suffering the same with vinyl lifting
They are now on the way to council recycle centre to go in the non- recyle skip

I bought some taps with 10 years Guarantee but the chrome came off after 3 years and they said it has to do with the hard water area on which we live!!
Worse still, I sent them the pictures of the damage and the receipt. They didn't honour the Guarantee. but they are asking me to send them to the the same pictures in their reply. Confused?! 😕

Pretty appalling to be honest. Their customer service is woefully lacking in helpfulness and somewhat rude into the bargain. I'm only using this company because they are supplying the company I originally ordered the goods from. Between the two I'm being passed from pillar to post trying chase up items that have not yet been delivered despite being given assurances when they would be. The lack of communication shows that there are issues within those companies that need sorting out! Not impressed.

Update: The response from the company is the typical “not our fault mate”. They wouldn’t recognise customer service if it slapped them in the face.

Absolutely terrible. They were supposed to deliver a basin and pedestal on Wednesday, 08.07.20 and sent an email to confirm this. But nothing came. They sent another email, to say it would be delivered on Thursday and then a further email with a slot time, but still nothing arrived.I have had no communication from them at all and have no idea what has happened to my package.I have tried to contact them with no luck.

Buying unseen was a matter of concern until we unpacked our bathroom furniture. The products matched the quality of anything similar we had seen in showrooms, and cost a lot less.
Thank you Ultra Finishing.

I purchased a Hudson Reed tap via a third party company just under 2 years ago. Unfortunately at some point during installation it is suspected that the flexi hose built into the tap was damaged causing it to split recently. I tried to arrange a replacement via the third party (still waiting for a response 3 weeks later) so I reached out to Hudson Reed directly via their website contact us section. I honestly didn’t expect such a quick and excellent service. I was responded to by the next day at the latest and as my tap was no longer available, I was asked to select a similar alternative from their range. It was then promptly sent out via courier. I would definitely buy this brand again. Fantastic customer service. Particular thanks to Aidan and Phil!

Rang this company for some spares for my shower. They were friendly and really helpful and efficient. Patient with a non plumber and even sent me the parts for free ! Thank-you Aidan and Phillip for your help

I wish I could give a minus star score. This company are a disgrace and blatantly lie every time you contact them or they simply ignore you.

I have been awaiting a new shower door seal since the end of September and this item was out of stock and the date changed twice then was told it was being shipped to be then be told a week later they were out of stock again.

The seal which was sent was a completely different seal and I have emailed you regarding the incorrect seal and was told by Rachael the correct seal was on order but out of stock. If you’d like I will post every single email I have sent and received if your having difficulty

Would avoid this company like the plague!

I purchased a Hudson Reed concealed cistern wall frame from them via the wayfair website about 2 1/2 years ago. It has recently developed an intermittent leak which appears to be from the outlet valve. I used the contact form on their website and received a reply the next day from Eileen saying that the flush kit, being a serviceable part, only had a twelve month warranty. As they had none in stock, she would ask the spares warehouse if they had any as they strip down parts for spares.
The following day I received a follow up email from Eileen with the part number and the information that is was being sent to me as goodwill.
2 days later, the part arrived.
Most unexpected. I can thoroughly recommend the service from this company.

I purchased a number of Ultra (Hudson Reed) furniture and ceramic items for the refurbishment of our en-suite and cloakroom. We purchased from Ergonomic Designs who were very helpful and delivery (direct from Ultra) was extremely prompt and effective. I would however like to comment very positively about the service received from Jemma and Phil on customer support at Ultra. We had a problem where one of the furniture panels was damaged during fitting. I rang Ultra Customer Services and was advised that the particular part was not stocked as a spare however Jemma said she would check whether this part was available as a salvage item from a previously returned item. I was very lucky. Jemma emailed me back later in the day to say one had been located and would be posted to me at a very fair price. I later spoke to Phil who was also really helpful on the phone whilst taking my order. I get the impression customer care matters at Ultra. Thanks very much.

Knowledgable helpful technical staff resolved my query with no fuss.

Ultra were helpful, generous and speedy in correcting an error in my despatch from an internet retailer. Full marks, and many thanks.

I have recently had extended dealings with Phil in the technical department.
I found him knowledgeable, friendly and articulate. How nice to come across someone who`s actually happy to do their job!
Thank you, Phil, and thank you Ultra, for stocking your helpline with just the right sort of people.

I found a part on my shower tap was faulty.I rang the company and a lady called Eileen answered the call.Never have I had such good friendly, service, she sorted my problem out with no fuss .