Phoenix Whirlpools Reviews

THIS COMPANY HAS A FANTASTIC CUSTOMER SERVICE THEY WENT ABOVE AND BEYOND FOR ME ONE VERY HAPPY CUSTOMER
VERY SPECIAL THANK YOU TO ANNA
FROM MARION KILCULLEN DUBLIN

got couple of products from them, including 2 toilets and a zd005 tap via bathroom depot. everything arrived on time whilst ZD005 arrived late.

both soft closed toilet seats stopped soft-closing in 6-9months, which was not what i would expect from phoenix as they are more higher end. i am now waiting for the new toilet seats which sounded to be an improved version. so it could be an one off batch problem that i was just unfortunate. hope the new seats will be ok.

We recently bought a tap from this company. It had been in use for less than a week when it came apart from its base. Phoenix have taken no responsibility for it. It took their "customer services" manager 12 working days to come to this decision. Appalling customer care. We will n to be buying another Phoenix product

My house was wrecked in a flood and as part of the remedial work we decided when life throws lemons and all that, let's get the bathroom redone, had a rough time lately and thought this would be a bit of something nice for a change, anyway, beautiful products but wasn't told we needed a part p cert for bath fitting until delivery and then they happily took money for an extended warranty but when I emailed with s problem we were told we have to go through retailer to prove it is a genuine phoenix product and what exactly was ordered even though I have the documents. I've spent over 6 weeks trying to chase the part p from the electrician and have a whirlpool and air spa bath that has only been fitted for 3 weeks that seems to have a faulty motor judging by the smells, sounds and cutting out only on the air spa and not the whirlpool. So now we have a rather expensive but not fully functioning lemon in our bathroom and no idea how to get it fixed. EDIT
Phoenix have kindly and promptly dealt with this, there had been a little confusion as well as we had not been informed at point of sale that we needed the certificate and minimal fitting instructions were supplied at the time, then the electrician has been messing about with certification, which is leading to possible legal action against him, phoenix have contacted me directly and tried their best to help, poor fella had to listen to my hysterical crying from stress and deserves a medal for that alone, I just need to cross my fingers that everything works out now. An engineer came within 2 days and fixed and tested the whirlpool spa, even showed me how to refix the toilet seat that plumber had thrown the instructions away for and re-tightened it for me. Thankyou phoenix.

Nothing but good things to say about Phoenix, we bought a full shower, toilet and sink suite for our ensuite, the quality of the product is exceptional, found all the instructions to be straight forward, product was delivered in full without any issue.

Just wanted to record my complete satisfaction with a recent action by Customer Support (Anna). I had a problem with a perished rubber bush on a 'Linda' suite and couldn't get a replacement locally. So, I spoke to Anna on Friday, 5th April and she promptly sent the parts I needed foc, which arrived in the post the following day. Excellent service and with staff like Anna in Customer Support, the company should be rightly proud!

Bought a phoenix concealed shower valve and kit just over a year ago and was very disappointed to have to replace the shower cartridge in such a short period of time. Anyway I contacted Phoenix and explained the situation and whilst technically my original purchase was more than a year ago, Phoenix had no problem in providing me with a replacement cartridge free of charge. What's more, the replacement cartridge was with me the following day. First class service all-round!!

I contacted Phoenix customer services directly following a 9k makeover of our en-suite As the cover plate on the top bracket of the riser rail was missing.The installer lost it.I never expected a reply for such a trivial part which for me spoilt the whole effect of the make over.
Within a week I had the new part at no cost.Brilliant service and thanks to Michael for taking care of this .Despite difficult times it is nice to know that some dedicated employees continue to do a great job.Thank you so much.
Mike Dench

Don t bother with these lot waste of time. Would not exchange an item (small worktop 600 x 300) without a fee! Poor customer service on the phone!

So you want me to return the whole unit just because i don t like the colour of the worktop? What waste of time/money is that? On top of that your catalogue isn t clear on finishes!

You comment on that fact your B2B but what about your appalling customer services skills on the phone?

I cannot fault this company. Fantastic products. Fantastic service. Anna and the team are always on hand with any technical questions we may have. As a small business owner we have spent many years searching for the right company that offers high quality at affordable prices. Thankfully Adrian Shelly and team were on hand to help us. We will never use another company again.
Richard, RSH plumbing and heating.

This manufacturer is brilliant and their customer service goes the extra mile. We all realise that sometimes a problem can occur in manufacture but the real acid test is how the manufacturer deals with that issue. I am an end-consumer not a retail outlet and I bought a designer Phoenix Towel Radiator through a retailer. There was a fault with the product but the retailer "went dark", ignored all my communications and was clearly going to do nothing to resolve. So I contacted Phoenix directly and even though it should have been the retailer who offered resolution, Phoenix immediately offered to help out. Not only did they replace the item (twice in fact as the retailer sold the first one to someone else), but they specifically had the replacement items checked over to ensure the replacement I would get would be perfect. And it was - and a lovely well-designed product to boot. Phoenix took up my case with the retailer and helped me to resolve - which they did not need to do. Therefore, although I will never buy from that same retailer again in future, I would have no hesitation whatsoever buying more Phoenix products. They are a caring, trustworthy company with a great customer attitude. Thank you Phoenix!

Great products and service sorted everything no problem. Thanks

Refused point blank to SELL!!!!! replacement draw front for Sign 750 sink vanity unit that had started to bubble after 18 months use!!! Also bought CA series tap that leeks from corner under spout and needed whole new cartridge after 6 months use. I did not think I would have to be buying replacements for a bathroom suit that is only 18 months old!!! Avoid this company!!!!!

FALSE REPLY. YOU HAVE MY DETAILS AND YOU STILL HAVE NOT RESOLVED!

When choosing the new bathroom & fittings for our new property in wales, we decided to use Phoenix products as they gave us much more flexible options with the furniture cabinets and bath sizes and the taps, the bathroom is now fitted looks great thanks Phoenix.

Very Disappointed. All products purchased have faults or degrading much quicker than one would expect. Where to start 1) Thermostat stopped working already needed to be replaced 2) all writing on tap handles wearing off from general day to day use 3) All chrome beginning to degrade 4) Bath and Tap diverter never worked from day one.

The only response I got was one sentence repeated - "Out of warranty Thermostat perishable piece, will need replacing", Re: Chrome and Writing "Out of warranty Likely caused by cleaning product unable to supply" This is a token response to justify poor quality!

I originally complained to the company we purchased from after two years, they replaced a couple of pieces but here we are again. If you want cheap products that have a short life, don't go here as these are expensive products with a short life!!

With regards to response on 24/09/18 - I have never received any tap indices as you have said.

We purchased a full bathroom suite from Phoenix including a whirlpool bath, which the kids love. This was a couple of years ago but everything still looks and performs as good as it did from day one.

Phoenix very helpful when I needed to exchange a close coupled wc because of width when unpacking, the plumber was short of time but dealt with on the same day. We will be choosing them for our bathroom products when renovating.

Appaling after sales service !!!!!, if you cant prove where you purchased it from and go back to your retailer you may aswell rip it out and replace it, as they wont even confirm if its one of their products......what does that tell you...off the boat n out the door ?????... thx phoenix for your help ...NOT

Husband just called to say that the outlet cover needed to be replaced but we couldn t find one anywhere. Without a moment s hesitation, they sent one to us. This bath is 8 years old. Really impressed.

Bought a Phoenix Whirlpool bath from Phoenix a few years back and got no support whatsoever from them when a leak developed. They claimed the Whirlpool was fitted by an Internet company and therefore voided the guarantee, whereas I eventually confirmed it was factory fitted and drop-ship direct from Phoenix (and yes, Phoenix, I have emails from you confirming this). When I challenged them, they got aggressive and I could see I was going to get nowhere. I eventually identified the fault myself as a fault in the pump. I went to the original pump manufacturer and replaced the faulty part myself, at my own cost. I also noticed that the pump they sourced has a design flaw which means this will recur: when that happens, I'll fit a completely new pump. Thankfully can do basic plumbing, but you may need to get a pro in to do the work. So much for the 25 year guarantee. Atrocious company, who will resort to aggressive tactics rather than take responsibility for their poor products. avoid at all costs.

Phoenix supplied my full bathroom suite in January 2018. Since my plumber installed the shower i have been trying to get them to resolve an issue with this. My shower releases water throughout the day and night (even wakes me up during the early hours). They initially sent me a replacement valve which made no difference. I then sent several videos of the shower as requested. Despite this they just keep saying it is normal and down to capillary action. My plumber and several others say this is not the case. I would never order from them again as i have never had a shower that is expected to release water constantly. I would avoid this company if this is the design of their products.

mrs sherring not happy with the service I am receiving your manufacturing fauit leak through ceilling got report from engineer and phtos you company show no interest in complaint engineer came yesterday 3 hours travelling with no tools went to BQ what a joke whirlpool bath 7 months old not phoenix should have gone to BQ.

I paid about 1000 pounds for a whirlpool bath that started leaking soon after. The bath was bought from Flush Bathrooms which has now gone bust and are now under new management. Aftersales team are not brilliant! It's not urgent when you say your bath is leaking, taking them a long time to fix it. I had to get the leaks fixed myself as I couldn't wait so long. When I had my bath designed no one had warned me that the spa controls are not waterproof so because I have a shower above the bath water was leaking through the controls under the bath. Extra causion should be taken when buying a whirlpool bath! This review was amended after speaking with the commercial director at Phoenix to reflect on what was later discussed.

I've had 2 bathrooms supplied by Phoenix. The taps are stunning and the bath & basins fit nice and precise - it's good quality gear. I get great comments from friends who love our new, modern bathroom. Very happy, would recommend.

I have used Phoenix products in both our bathrooms and the quality and design of the products are great. I would recommend these products to anyone considering a new bathroom. My wife and kids love their illuminated mirror

Terrible customer service. I bought a whirlpool bath from a local supplier and the bath overheats and turns off after a minute of use. I have been waiting 2 years to get it fixed... 2 years!! I have contacted Phoenix for the last time today, then I will contact Citizens advice

Edit: After my first comment I contacted customer services again... it s been almost 2 months since and I am still waiting. Avoid this company, faulty and overpriced products and a nonexistent customer service

Purchased 3 bathroom suites via local supplier. Fitters called Phoenix for technical support on numerous occasions and found them to be very unhelpful and not able to provide parts that they would consider to be standard for a bathroom supplier. I also called on three occasions to be told the technical department guy was not available. On the third time the sales desk said the technical team would call me back. That was Friday - it s now Wednesday and no call back. Shame the aftercare is so poor as the product is of good quality. I have another 9 bathrooms to replace over the next 12 months. Will now look elsewhere.

We brought a whirlpool bath was not cheap it has several issues including a leak from a whirlpool pipe but been waiting for them to get back to us for two weeks now.
and very poor service on the phone

Bought what I hoped was a quality countertop basin, ordered from a catalogue at our local stockist. Upon arrival we found far from being high quality it was a plastic basin with numerous marks on it. we returned it a few days later however More

Avoid



- Very little installation instructions which baffled my experienced plumber.
- Very little adaptability of the product to get the right fit.
- Product had a very loose handle which I have had to resort to fixing myself.
- Sent photos of correctly installed, level panels but wonky door caused by faulty and non-adjustable hinges. This was eventually dismissed as the installers fault despite photographic evidence showing otherwise - the agent couldn t read a spirit level.
- I asked if it could be a manufacturing fault, they responded that was impossible which is just completely wrong, and shows how they think of themselves.
- The agent was quite aggressive and standoffish, not supportive at all and seemed to want me to give up which I essentially did because of Phoenix s (and their distributor Bathshack s) combined poor attitudes and services.



I m sure they will use their meaningless, copy and pasted response that they are sorry that I feel this way, and ask me to contact their customer service department again, or struggle to find my emails I sent them. How can they treat anyone, and apparently quite a lot of others, with such disregard then expect us to put ourselves through their customer services again?

Absolutely not worth your time or money, avoid

Bath seat obtained from Phoenix and installed by very reputable local bathroom specialists. 6 months out of warranty, the surface of the base of the bath seat started bubbling and flaking and eventually split at the seam. Phoenix, in communication with the installer, refused to accept that the piece was defective and not fit for purpose but said that the customer was at fault for using the wrong cleaning materials! I, the customer, totally refute this. Very poor attitude and customer service. Am giving them 1 star only because I am forced to click on a star to post this. Shame on Phoenix!

While repairing a hinge on my bathroom window, I dropped the window and damage one of the doors on my vanity unit beyond repair. Anna in Phoenix Customer Service could not have been anymore helpful and found me a new door. It was received two day later via courier.
Excellent service and a special thank you to Anna.