Sabina B.

I purchased various Keswick radiators (4 columns and 2 columns) over the last 18 months and one turned out to be faulty (it had a hole that could not be detected before fitting it).

The purchase was done in January 2020, although, due to lockdown and various delays with contractors, we only managed to get the last radiator fitted in September 2020. The radiator was always stored in its original package and it was delivered in a box and had bubble paper to protect it. It is very unlikely that it got damaged during delivery.

The radiator has a hole at the bottom (see picture) and it leaked on the floor boards causing damage on the floor. I contacted the customer service as soon as I noticed the leak before Christmas 2020, and they replied that they would double check with the manufacturer about this matter.

Days have passed by and I have not heard back since and I am now having to delay building work (flooring contractor) due to this faulty radiator.

Considering the price I paid for these radiators, and considering the overall amount of money I spent with this company, I was expecting a more prompt response, but instead I do not know if they are going to send an identical replacement radiator yet. Apart from the cost of the radiator itself, I now have to pay the plumber for removing the faulty radiator and fitting the new one. Who is going to pay for all these extra costs? The radiator is guaranteed for 5 years but the lack of response from the company does not sound encouraging.

Next time, I will shop at the retailer round the corner, as at least if I have a problem I can speak to someone, as compared to Victorian Plumbing which does not even have a customer service telephone number I can ring. Very frustrating!