Mr Central Heating Avaliações 3.642

Spent £3000 on column and normal radiators. One gunmetal grey rad delivered with paint damage and when I contacted Glasgow store I advised I needed to fit to commission the new heating. I was advised on phone to go ahead and fit the radiator and it would not affect a replacement. I was then advised in writing that fitting was an acceptance of quality. Shocking after sales service. My advice is to sign for nothing until you have opened and inspected, if any damage to not accept delivery as you are dealing with a company who was no respect for the Consumer Rights Act (2015). I am in the process of seeking advice from Trading Standards but in the meantime I wanted to warn other people that Mr Central Heating is poor when it comes to after sales.

Absolutely awful. They have not refunded my £699 for a cylinder I purchased. I returned it UNTOUCHED and it has been 2 months with no response despite several emails.

I opened the box it came in to look at the product and realised it was too big immediately. It was packaged back up in the original packaging and I requested a pick up. The pick up arrived and gave me a collection notice which stated I will be refunded in 3-5 days. I AM STILL WAITING FOR THE REFUND AND IT HAS BEEN 2 MONTHS. I will not rest until I have my money back but I cannot believe they think it is okay to treat customers in such a horrendous way. Stay away!!!

In such a stressful time when I am refurbishing my house, this has added to my stress levels an incredible amount. I would advise against ordering from this company. There are so many other companies that are soooo much better and support their customers.

Terrible experience start to finish, radiators turn up wrong day and left in garden for a 8month pregnant lady too then try and move as driver just dropped signed and left stating couldn’t leave in property. Then one radiator starts leaking no reply In 3 weeks then i sent pictures stating the problem to which they replied it was me who had put stress on too a weld of a brand new radiator to break a weld. But sorry if I can put more stress on a radiator than a heating system running 2.0 bar of water pressures at 70 degrees then I must be strong. I’ve lost so much time and effort and money and a good customer due to their customer services. Spent thousands before now with these. Not again

Ordered 4 radiators which were delivered (one with brown sellotape on it), the others in sealed boxes with a few holes and bumps. Accepted the order...unfortunately.

Less than 30 days after receiving the product, I found the radiator sizes I ordered were not fit for my purpose anymore, I needed to exchange. I was told by APP (parent company) that I could return the items at my nearest store and receive the exchange - spoke with a member of staff on the phone who was helpful (the 1 star does not apply to the APP Employee).

Went to the Dagenham store where I spoke with management, he at first saw the box and stated they don't usually take returns with opened boxes but went on to state that he would take it to the back to see the product.

He came back to say there was a mark, I stated it's not my fault as the product was unopened by me, he then said he can check his cameras to see if if it went out like that in the first place - he came back after 10 minutes to say the recordings don't go that far back.

He then went on to giving me a telephone number to call, I spoke to a lady who said it's out of her hand but she will try and speak with the store manager to see what he can do.

Manager of the store then spoke with the lady on the phone for a few minutes and came back to me and said he would go to the back and see what he can do...again.

He came back and said there's nothing he can do because of the condition, I asked to see the mark on the radiator to which he stated he rubbed it off. So now the issue remains of the box, which at the start of the conversation seemed to be ok, as long as the product was OK (which it turned out, was). How wrong was I!

I was absolutely dumbfounded to learn that an exchange or a refund for a brand new product would not be given due to the condition of the box...the condition with which I had absolutely nothing to do with! I even offered to pay for a box, it was a standard white box! Spoke with call centre lady again on the phone who said their terms and conditions state things need to be in a resellable condition. I most definitely adhered to those terms and conditions, I was giving it back how I received it! She then went onto say Mr Central Heating would never accept an opened box - funny that as some reviews here on trustpilot states they received their products already opened! The store manager even tried to look for another box which could have potentially helped me, but there were no boxes available. So it seems as though giving blatantly opened boxes to customers is wrong compared to putting that same product into another box and delivering it...it's the same product!

I would really recommend Mr Central Heating implement a system which shows the state of the products when they leave the warehouse, as what's been said regarding their policy on accepting returns is clearly contradicted with my experience and a few others, not to mention just bizarre as a replacement box would have given me a refund.

Mr Central Heating are being unjust, I cancelled the exchange for the three other radiators and got a refund, as I could not stomach doing anymore business with them...went up the road to Screwfix and bought my column radiators from them instead...I now know the old age saying about sticking to reputable companies as all other companies are fine until something goes wrong.

Make an order and delivery states within 3-5 days. Ideal I say so I order. Phone call the next day saying sorry quickest can get it there is 8 days which is 9 from order date. Sorry its a non stock order. Boiler needs to get here. Kept the order going to source boiler from somewhere else, when phoned back to cancel order lady said the reason I could not get the boiler was because the delivery van was full. Please do not lie to yours customers, we are not as stupid as you may think we are at the other end of the phone. Dishonest lying company, glad I ordered else where and didn't have to put up with any further dishonest conversations with this company

I was worried after I’d placed my order upon seeing some of these Trustpilot reviews.

I needn’t have been. I received an order confirmation email and a shipping confirmation email too.

The item was in the sale and has arrived today in two days! It is perfect and is now up and running after successfully pairing it with my existing boiler receiver.

I’m very impressed with the express service and the price of the unit.

The only small criticism is that I paid £7.50 for postage; which, for a small item, seemed quite excessive. However as it arrived very quickly and well packaged I am willing to overlook this, as it was still cheaper than other websites including the postage.

Thank you very much for a pleasant shopping experience Mr Central Heating crew.

Having the spent the best part of £4000 in the last month with Mr. Central Heating I was appalled when I called up to return an item that was the wrong size to find that I could not return it as I had removed it from its original packaging. When I received the item it was already in a resealed box (which was not an issue to me) so to be told I could not return the item was a complete shock. Avoid this firm if I was you.

Ordered a clearance item boiler,
They phoned me to say delivery was next day, (Friday)
They phoned me again to say sorry cannot deliver until Monday,
They phones me again to say sorry the item you ordered and paid for has been sold, We will send you a refund.
Not Good,

Ordered from these guys. Order was put on hold then days later refunded with no apology or reason given. The part was for a boiler that needs fixing ASAP so don't use these guys if you need parts especially in winter.

I placed an order yesterday afternoon for a Revive 600mm x 2000mm Double DELUXE radiator (K2) and it arrived today within an hour of estimated delivery time! Excellent, friendly and reliable service. I am seeing some bad reviews here but honestly could not recommend the people at (Park Royal) Mr. Central Heating enough. Thank you!

not a good company at all , did our work at a good price , but installed radiators in the wrong places , to save themselves work , we would have paid extra if they put the heaters in the correct places , alaso left out floorboards creaking and one was broken , they have good reviews from fake review site feefo , avoid this company !!

Before ordering items the estimated delivery time was five days
Booked plumber to install items
Informed by Mr central heating my order would arrive in 3 WEEKS
Contacted me central heating and asked if items were available for uplift at their nearest store as I could arrange for a carrier to uplift my order
No reply from mr central heating
I had to cancel the plumber
Renovations on my property have ceased as I needed the items installed before I could move on to the next stage
I contacted a popular consumer programme and they showed a keen interest in my plight

Absolutely disgusting customer service!

I ordered two white Nest thermostats and upon set up I noticed cosmetic damage on one of the thermostats. It looked like a problem with the lacquer, which had a shiny part on a very small area which had caused part to chip or flake off.

I sent an email to the email address provided on the website and after sending two pictures this is, word for word, what I was sent:

"I have forwarded all the information to our director for authorisation but unfortunately he is declining authorisation because the Nest thermostats are quality checked by Nest and are so well packaged that its impossible for this to happen and therefore looks like the thermostat has been dropped"

My reaction was calm, polite, but I challenged their view and I am now being ignored.

As a result, I have now had to go direct to Nest directly. After sending the same images within 48 hours they are going to send me a brand new thermostat and arrange for pick up and delivery at no further cost to me. Dealing with Nest has been an absolute delight in contrast.

I will never use Mr Central Heating again and have made it my personal mission to voice my experience and put off as many people as I can from buying from these absolute cowboys

Will never use this company again, absolutely waste of time and money. Overpriced and contrite attitude. I would not advise anyone place an online order with this company. Very disappointed

What a waste of time and money. Ordered a timer for boiler and wrong parts sent that don’t fit the boiler. On investigation, they sent a clearance item that retails for half the price. Not only was there no confirmation email from them (although they were quick to take money out of my bank account!), there’s been no response to my email asking how to return and replace the timer for correct parts - and they don’t answer their phone calls!! Don’t waste your money.

Slow to deliver, after failing to deliver on a Tuesday they turned up on a Thursday, took 9-days from order to receive radiators then told that 2 were out of stock upon delivery day by driver and that they would take another week!

Called the company and was told that they would refund the delivery charge. Be warned, it may be 5% cheaper than the likes of Screwfix but the hassle is not worth it.

Poor experience from a Trade customer who will not be back for more of this in the future.

Retro fit plume management kit. Easy online ordering. Delivery in 2 days. perfectly packaged. Easy to fit. Excellent price. More than happy with this company

Fantastic price, great products, unbelievably reasonable delivery charges.
I have now placed 3 orders with the company for radiators and valves. the column rads are half the price of elsewhere, but exactly the same quality.
Each time I've ordered they have emailed or called the same day to organise the delivery which has always been on time.
Customer service very helpful.
I was surprised to see some of the negative comments as from my experience I wouldn't hesitate to recommend.

Original Post:
Rang depot to query a time slot but was told I missed delivery. Person was in building all day and never received a knock at the door. Was also told I had a missed call which is rubbish as my phone has not rang. Then I logged into my account to find that the order does not appear. After a call with Tracy at internet services getting no where on the matter she advised me I will have to wait another week for delivery and pay another delivery charge. I think this is terrible so I asked to cancel to which I have been informed I will incur another delivery charge. Please do not buy from this company you can get slightly better prices from alternative companies.

Reviewers Answers to your comments:

The reviewer does not state that we informed them that when we booked in the delivery with the customer in advance,
My review is based on the delivery day not the presale.
by phone and it was agreed that they would be there.

"I actually said I would try and make sure some one is in and I was made aware that I can contact before the delivery to find out a time.
and the reviewer told as the time he could not guarantee that someone would be in. "

We did inform the reviewer that the order would have to be signed for.
"Correct"

Our staff have followed reasonable procedure, they have loaded the customers order onto our own vehicle, and spent the time to go to the address and use fuel to do so. The customer was not there as agreed, therefore was told the service had been used.

"If your IT Systems were not buggy i.e. missing my order from my account, or able to inform your staff of the status. You would have known that the Item was delivered to my neighbour. Yet I was told at depot the system shows that the item could not be delivered and was on route back to depot. "

We also informed the reviewer that our vans have trackers on and we can verify that the drop had been attempted.

"Here is proof that your systems need fixing and that your staff are not following reasonable procedure. Firstly, the item was delivered to a neighbour which is fine but to not have a drop card delivered how was I to know? Drop has been attempted? Turns out it was attempted and made but constantly was told it wasn’t."

We book all boiler deliveries in with our customers, and we keep our prices as low as we can. It is a reasonable request that when a customer accepts the delivery date, and isn't there as agreed, the cost of the failed delivery is passed to the customer.

"This is a valid point but please note under distance selling regulations:
You still need to refund the original delivery cost, but only up to the cheapest standard delivery you offer. So what this means is that if a buyer chooses to upgrade to a more expensive delivery option and then they decide to return the goods, you DON’T have to refund the full amount.
In my case I took the cheapest delivery option so I should not have been informed that the delivery charge will be deducted from me on a refund within the 7 day period."

We deliver hundreds of customer orders daily and 99.9% of customers, help and support us in doing this in the most cost effective manner by being there when agreed to accept the order. it would be unfair of us to spread the cost of failed deliveries onto other customers who are availabel to accept goods as aranged.

"Still does not hide the fact I was informed a refund for delivery would not be applied. Which to my knowledge is breaking the distance selling regulations."

We deliver our own goods in our own vans with our own employed drivers, not couriers. Our drivers are salaried, and not paid per drop. Itt is in their interest to deliver as arranged otherwise the workload would become unmanageable.

We are sorry you feel that we are at fault for nobody being available at your property to accept the order, however that is not within our control.

"I accept that but a) someone was at the property for delivery and b) it was delivered to my neighbour I never received a call but was told by depot I did, also no drop off card. You can have the review flagged by all means but I will be sending the review company all relevant evidence to my review and modify anything that may breach the terms which I have now been made aware of."

Questions from me:

Will my account be getting fixed to show the order?

great prices and website but my order was not delivered yesterday
I wrote to them on their contact page and by email and they haven't bothered to get back to me.
if you can afford to sit on your hands all day for a delivery that doesn’t arrive these are guys for you

order number 100191650

focus on no customer consideration.
you arrange cover to take a day off work but it’s a frustrating day as you are stuck indoors vigilent. relaxed but increasingly concerned as the clock ticks. after six pm you’re thinking surely if there was a problem a customer centric business would contact me by email, mobile phone or landline - all of which they had; but no. nine pm you check you have the right date and ping a query using their contact webpage. at ten you email thoroughly disappointed and ticked off.
in all day waiting and let down by a business that obvs doesn’t care for their customer
maybe it’s just me.

hmmn now they are saying the delivery was signed for on the due day. a tad inconvenient for their story that I have Nest cloud timestamped 24 / 7 video surveillance that proves that this is not the case and am willing to post a dropbox link to irrefutably prove this