idealstandard.co.uk Avaliações 27

Terrible customer service, no help whatsoever and takes ages for someone to answer your query.
Avoid if you can......

Shower losing pressure. IS claim its a problem in the pipes or boiler pressure. Had them checked and it isn't. Left with no answer. Very reluctant to help. Not interested. Also laminate on basin cabinet lifting. All this within 6 months of fitting. Would never have any of their products again. Terrible customer service.

I live in a new build and all the houses have the same toilets and toilet seats fitted. I and my neighbours find it impossible to remove the loo seats to retighten them.

I contacted customer service for advice and they told me to just pull the seat up, as there are no release buttons. I had to re-email them multiple times to get a response, and when I explained that it is impossible for me to physically pull the seat off and asked for further help they ignored me.

Three plumbers have told me that this is a design fault and they have had problems removing these seats themselves. The last plumber said that he cannot guarantee being able to remove the seat without damaging the connectors inside the toilet.

I am disgusted with the customer service from Ideal Standard and cannot understand how they can keep selling this product which is not fit for purpose.

Toilet bought in 2021. Toilet seat broke in 2026. Have tried everywhere to get a replacement but not one store has seen a seat like it (the pin holes at the back for attaching the seat are larger than standard) so tried Ideal Standard Customer Service to no avail two emails sent and not one reply other than the 'noreply' standard response. Having to have the whole toilet replaced and would not buy Ideal Standard as they are hard to find replacements and have no customer service.

Very disappointed with the Ideal Esino bathroom tap which had to be replaced after a year due to a shot cartridge.Even though it came with a 5 year guarantee Ideal are not interested their customer service is appalling!Will not be buying anything else from them and do not recommend.

Ideal Standard used to be a premium brand, but unfortunately it now feels a long way from the standard it once delivered.

My issue was straightforward: a broken tap. I contacted customer support because I expected they could provide the relevant technical literature and confirm the correct replacement part. My email was acknowledged, but no one followed up with an answer, leaving me stuck in limbo with a tap I can’t repair.

To make matters worse, the replacement part appears disproportionately expensive compared with the cost of the tap itself.

Based on this experience, I would recommend choosing a different brand—one that publishes clear technical guidance online and is willing to respond to customers who reach out for support when something goes wrong. Ideal Standard should either return to the level of service and quality it was known for, or accept that customers will take their business elsewhere.

The system wasnt fit for purpose, I did everything I was adviced to correct the fault when I called ideal standard, but the design is cheap rubbish, absolutley disgraceful customer service, make you jump through hoops, hoping you will go away. Pity I have to leave 1 star. it shoud be zero!

I purchased a bath shower mixer Ceratherm T25 in polished chrome. PLEASE BE WARNED this product has exposed clearly visible brass coloured connections that are advertised in photos on the company website as being in polished chrome. In brass they look appalling. I have only discovered after installation by a plumber.

Don't expect to get any help from Ideal Standard customer service. Their response copied below:

Due to the natural variations and characteristics of some of the materials in our products, there will inevitably be occasional evidence of colour and finish variation. These, alongside queries relating to dimensional discrepancies that lie within our manufacturing tolerances are not seen or treated as defects.

The brass ring has no impact on the quality of the product, there is no manufacturing issue with the tap and it is in full working order.

We are happy for you to consult a 3 party on this issue, please note this will be at cost to yourself.

Like another reviewer of this product, Ideal Standard TESI back to wall toilet, I have found the design to be flawed. Yes it flushes the waste but because of the design of the bowl of the toilet, you will get it collecting on the sloping inner back wall. Combined with a narrow centrally positioned pool of water, you be guaranteed stains every time you use it for anything other than number 1 , unless you are a child. I only realised this after it had been installed and comparing it to my downstairs toilet which has a much wider pool of water set further back with near vertical back wall. It flushes clean everytime. The tesi design reminded me of the stainless steel toilets that resembles a funnel you often see in public lavotories.
I can't help but wonder if anyone did any real life testing of this product. I am now serioulsy considering replacing it despite the expense.

Just had an Ideal Standard Tesi toilet installed, thinking it was a good make.
If you’re happy having to clean skid marks off the back of the pan after every use, go for it. Otherwise steer clear! Must be a design fault.

Purchased a tap from the Tap Empire Website and found it to be faulty and leaking water when assembled. Contacted the tap empire who were totally useless but referred my compliant onto Ideal Standard.
Well what a shit show of a customer service department, no return calls and will only look at the complaint if i send a video of the tap leaking water over my bathroom floor.

I explained my concern was to stop the water leaking and not think about videoing the fault.

Customer service was so poor I have written off my £200 tap as a bad experience.

PLEASE BE AWARE OF THIS.

The wrong part was sent TWICE then I had to chase them to get a return and my refund.
Terrible service from the beginning. I rang them on Monday 3 February about a simple replacement tap cartridge which needed replacing as the tap was running hot water constantly. (no isolator) They asked me to email with photos of the taps and the actual existing cartridge which I did immediately. I waited 2 days and no response! Rang again Wednesday 5 February and Amanda looked at the taps and cartridge and said I could order a new one for £32.42. Waited another 2 days and got a shower handle! Rang Ideal Standard again and requested the correct tap cartridge be sent free. This took another 5 days and it was the WRONG cartridge. Rang them again on 13 February to request a refund of £32.42 but heard nothing. Emailed them and they requested proof of postage which I then sent. Today I received my money back but in the meantime rang a tap specialist who posted the correct tap cartridge to me first class for £13.98 and it arrived the next day. Avoid Ideal Standard.

Bathroom rail chrome started to peel off within 2 years of installation. We approached the company and were told this could on happen if chemical cleaners had been used. We have never used and cleaning products but the company refused to believe and we were brushed off. These are simply expensive but shoddy products.

Ordered an Armitage Shanks low level toilet from Toolstation and it was apparently supplied by IDEAL STANDARD. Had a faulty ball valve which was disputed although when Toolstation EVENTUALLY provided a replacement it cured the problem. Our plumber was shocked a the poor quality toilet seat that wouldn't tighten up. IDEAL STANDARD have supposedly sent out replacement hinge joint but our plumber said it was such absolute rubbish quality it probably wouldn't make much difference. Horrendous experience trying to get the problems resolved and cost us extra to have faulty part replaced by a plumber. DON'T RECOMMEND!

We bought 3 Ideal Standard toilets from a local bathroom supplier. Immediately after installation, noticed that one of the toilet seat rings is slightly broken and because of that, soft close was not working. I tried contacting the bathroom supplier, but has been no response for one year. I then went onto idealstandard website and contacted the customer service and explained the situation, they promptly sent me the replacement seat, however that was of incorrect size and it was my fault, when I contacted them, I gave the wrong product code. When I went back to them, they re-despatched the correct one and also sent me a free return label to return the incorrect part.
I see some negative feedback about this company, but my experience with the customer service (in particular Jen De-Ste-Croix, who dealt my case) has been fantastic. Regarding the material quality, I have been using it for one year and I find it quite good. Especially the toilet seat and ring feels sturdy compared some of the light weight plastic ones.

I purchased an Ideal Standard concealed cistern for a toilet in a new building project, having thought it was a reputable brand. It was installed 6 months later. When flushed, water came back though the buttons and the flush was weak. I contacted Ideal Standard customer service and they tried to help but because I'd lost the receipt, they wouldn't provide any replacement parts, nor give me any form of discount to buy replacement parts. I accept responsibility for losing the receipt but they should have taken some responsibility for their faulty product and at least given me a discount to buy a replacement. Now I have to pay full price for a new one and hope that it works this time.

Having bought our house as a new build many years ago, it was already fitted with Ideal standard bathroom furniture and having had no problems, we felt it was a good idea to replace them with a company that had been going for so long, which we also thought was reliable. We had no problems whatsoever when replacing our main bathroom furniture and so opted to do the same with our en suite and downstairs cloakroom. Our issues lie with our en suite toilet: the push button wasn't supplied with our toilet, so a replacement was sent, which then didn't match the toilet, the next replacement didn't work with the existing flushing mechanism which eventually meant they had to replace the whole flushing mechanism. When our plumber was finally able to fit the toilet he accidentally scratched the back panel and asked us to order a replacement which he'd pay for. Therein lies the main problem we've been experiencing: we started work on our ensuite at the beginning of February and despite ordering the replacement panel, are still waiting 4 months later for said panel. Ideal Standard will not give us an existing panel from a pack and replace that part at their convenience but insist we have to wait for the panel to be made which keeps getting delayed. With each delay we have to contact them to find out why we haven't heard from them and what is happening, and are still waiting!!! Thank goodness it isn't the only toilet in the house!!! To add insult to injury our ensuite tap is now leaking from the ceramic cartridge and obviously the bathroom isn't finished yet😢

We purchased an ideal standard boiler last summer which we were told by letterthree months ago, needed a modification .Ideal Standard arranged for an engineer to call and perform the modification but then cancelled the appointment .it has been a total nightmare trying to get another appointment arranged. The company consistently tell us someone will phone back but they never do. We have been very irritated as the problem was identified by the company themselves but their service department seems not up to the job .this has been going on for over 3 months and we still don’t have an appointment for the modification scheduled !

In 2005 I installed a downstairs shower room in my very old house. One of the fittings was an Ideal Standard “short throw” WC which has worked perfectly since installation with one exception: the hinge on the toilet seat (SPACE SS HINGE) has failed on three occasions due to the inadequate weld between the hinge bracket and the seat. On the recent 3rd failure, I searched the web for a seat that would fit the WC and I eventually found a suitable replacement, an Ideal Standard Waverley. Interesting to note that the manufacturing quality of the hinge fittings is vastly different and the new seat looks very strong.

Unfortunately for me, I had to pay £109.93 + £5.94 shipping to purchase an adequate solution.

When the first original hinge failed, I discussed this with an IS agent on the phone who agreed that the hinge was poor and “was in redesign”. I am not surprised.

Bought two Armitage Shanks) sensor taps and one developed a fault within the 1 year warranty which was replaced by the retailer. One of the taps started leaking a few weeks back and because the taps have a 5 year manufacturer's warranty, I contacted Ideal Standard (who owns Armitage Shanks) via their online form (they don't provide an e-mail address) two weeks ago and I'm still waiting for a response. Clearly their customer service is not important to them.