The Underfloor Heating Store
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A tale of two halves!!!
Initially service was brilliant. Thermostat arrived very quickly and all was good for a couple of weeks - then the thermostat started tripping out the electrics and then went pop (so no underfloor heating for us during the coldest time)!. Sent an email (8th Jan) and was told they would replace the thermostat and then received a delivery time/date. A couple of hours after the email, received a call from David in the tech team asking me to confirm a lot of techy info. Told him I would need to contact an electrician to get the answers and I would respond when I had the answers. In the mean time, I received a delivery (much later than communicated which resulted in me being indoors for the whole day). The delivery was addressed to me but was not the thermostat but an heating mat - absolutely no use to us at all. Contacted customer service and was told that I would need to send it back. Electrician came and gave answers to the questions (17 Jan) asked by David and I sent these back to him and asked to arrange for a replacement thermostat to be delivered and the heating mat to be collected. I heard nothing for approx 5 days and felt this was shocking customer service! Since writing the original 1 star review I have been contacted by David ( 22nd Jan) who explained he was out of office which is why he hadn’t responded (I would suggest an out of office is set for external customers so they are aware). He arranged for the delivery of a new thermostat (which we received quickly and are now waiting for our electrician to fit) and he also gave some information/advice for the electrician for when he fits it. I am hoping that this new thermostat is ok but trust that the Underfloor Heating will assist if it is not. So, as I have now had a positive experience I felt I needed to reflect that in my review!