I contacted customer service to find a part I’d been unable to find online, only to be informed that it had been discontinued and was no longer available from Burco. I later received an email from... See more
Company replied
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Contacted customer service on line out of hours and received a response first thing the next morning Requested the part number which was unfortunately out of stock so they supplied contact detail... See more
Company replied
Customer support (Courtney) will do their utmost to renege on warranty issues. AVOID UPDATE RKW finally agreed to repair the boiler under warranty and engineers from a 3rd party company attended twic... See more
Company replied
I installed a wall mounted unit and it came up with Descale immediately after switching on - clearly a fault. Phoned Burco and was amazed that I could immediately talk to someone who understood the... See more
Company replied
4.5
Excellent
32 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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Excellent customer support
I contacted customer service to find a part I’d been unable to find online, only to be informed that it had been discontinued and was no longer available from Burco.
I later received an email from Chioma (customer services) with a link to a company that still had the part in stock to order !
Couldn’t ask for more !
March 17, 2026
Unprompted review
Reply from Burco
Hi,
Thank you so much for your fantastic feedback! We’re delighted to hear that Chioma went the extra mile to help you find the part you needed, even after it had been discontinued.
Providing helpful solutions like this is exactly what we aim for, so it’s great to know you had such a positive experience. We’ll be sure to pass your kind words on to her!
Thanks again for taking the time to share your experience.
Kind Regards,
Tanya - Customer Service Operations Manager
Absolute excellent customer service…
Absolute excellent customer service from Allison, she was extremely helpful and pleasant.
Our issue was solve within minutes.
March 10, 2026
Unprompted review
Reply from Burco
Hi,
Thank you for your fantastic review!
We’re so pleased to hear that Allison was able to assist you and resolve your issue so quickly. Providing helpful, friendly service is something we always strive for, so it’s wonderful to know Allison made such a positive impression.
I’ll be sure to pass on your kind words to her, she’ll be delighted to hear your feedback.
Thank you again for taking the time to share your experience with us!
Kind Regards,
Tanya - Customer Service Operations Manager
Faultless service
Contacted customer service on line out of hours and received a response first thing the next morning
Requested the part number which was unfortunately out of stock so they supplied contact details of a stockist
Problem solved in less than 24 hours.
Faultless service.
Would highly recommend.
March 11, 2026
Unprompted review
Reply from Burco
Hi Mr Ferrell,
Thank you for your great review!
We’re really pleased to hear that our customer service team was able to respond quickly and help resolve your issue. While we’re sorry the part you needed was out of stock, it’s good to know that providing the details of a stockist helped get things sorted so promptly.
Thank you as well for your recommendation, it truly means a lot to us.
Kind Regards,
Tanya - Customer Service Operations Manager
Reply from Burco
Hi Andy,
Thanks so much for leaving such a great review. We're really pleased everything went well and that you had a positive experience with our team.
Kind Regards,
Tanya - Customer Service Operations Manager
Adrian the engineer came to our…
Adrian the engineer came to our premises, he is very friendly and pleasant and explains the fault and why this happened, he is in no rush and will listen to your concerns
January 29, 2026
Unprompted review
Reply from Burco
Hello Sophie
Thanks for taking the time to leave your 5 star Trustpilot review.
I was so pleased to read how our Field Service Engineer Adrian helped with your recent enquiry.
Best wishes
Keith - Group Customer Services Manager
Excellent Service
I installed a wall mounted unit and it came up with Descale immediately after switching on - clearly a fault. Phoned Burco and was amazed that I could immediately talk to someone who understood the problem, emailed me instructions on how to clear it, and it was fixed in only a few minutes.
Excellent service..
January 21, 2026
Unprompted review
Reply from Burco
Dear John
I was delighted to read your very valuable feedback about your recent experience with our Team here at Burco.
At Burco we believe the service we provide to our customers is different to that of other organisations and it was so pleasing to read this was the case with your recent enquiry.
With best wishes
Keith - Group Customer Services Manager
We had a fault with our new hot drinks…
We had a fault with our new hot drinks boiler.
Very good customer service. Engineer arrived exactly as specified and sorted the problem.
January 21, 2026
Unprompted review
Reply from Burco
Hello Gill,
Many thanks for taking the time to leave your valuable feedback.
Your Trustpilot review allows us as a business to review and wherever required improve upon the products and services we offer.
I was delighted to learn our Field Service partners arrived as expected to resolve your enquiry.
Best wishes
Keith - Group Customer Services Manager
Struggled at first, but great customer service in the end.
Customer support (Courtney) will do their utmost to renege on warranty issues. AVOID
UPDATE RKW finally agreed to repair the boiler under warranty and engineers from a 3rd party company attended twice and replaced parts, but we were still having problems with the unit going into fault mode. I eventually managed to speak to Diane on customer services and Richard at RKW who arranged for one of their own engineers, Matt to visit site. What a difference! Richard kept me updated on the date and time of Matt's visit ,with a helpful text to say Matt was slightly delayed in traffic. Matt was so helpful and diagnosed the fault and fixed it there and then.
January 20, 2026
Unprompted review
Reply from Burco
Dear Nick
Thanks for taking the time to leave your Trustpilot review.
At Burco our customers comments and feedback are always welcomed as they allow us to review and wherever required improve upon the products and services we offer.
Customer comments also allow us to provide a balanced and accurate response to the original comments left - something which Trustpilot encourage us to do.
I was surprised to read your comments - since RKW have taken over the responsibility of the Burco brand the satisfaction rating has actually increased from what was a poor rating on Trustpilot to now a great rating.
One of our Team remain in contact with you regarding your enquiry in a bid to reach a suitable conclusion to your enquiry.
Best wishes
Keith - Group Customer Services Manager
Same day response by Customer Services…
Same day response by Customer Services Executive Tracy & received helpful advice
January 15, 2026
Unprompted review
Reply from Burco
Hello Dean
Many thanks for taking the time to leave your 5 star Trustpilot review.
I was so pleased to read how Tracy from our Team helped with your recent enquiry.
Best wishes
Keith - Group Customer Services Manager
I am an electrical contractor
We are electrical contractors; we fit showers and water heaters all day long. Received excellent technical help from Burco and MUST stress when your in the field it is really appreciated.
Thank you Tracy and co.
Andy (AS Electrical Services)
November 20, 2025
Unprompted review
Reply from Burco
Hello Andrew
Many thanks for your kind words about Burco Customer Services and Tracy in particular.
I was delighted to learn how Tracy had supported you with your recent enquiry.
With best wishes
Keith - Group Customer Services Manager
excellent customer service.
After purchasing a Burco Boiler 2 years ago for our staff canteen a few weeks ago it started leaking .
i contacted Burco for advice and got a reply back straight away from Holly , she was very good and came back with the parts i required at a good price .
few days later they turned up and fixed my leak .
great service and will use Burco again .
November 5, 2025
Unprompted review
Reply from Burco
Hello Dwane
I was delighted to read your wonderful Trustpilot review about your recent experience with Burco.
At Burco we understand on rare occasions items become faulty and when this does occur we always act quickly to help our customers.
Best wishes
Keith - Group Customer Services Manager
Customer Services Good but why did I have to call them ....
Diane in customer services has been brilliant; the phone was answered quickly; useful information was emailed across quickly and efficiently; the problems have, Ithink, been sorted out. BUT this was within an hour of installation and commissioning was still in progress; one fault, it wanted to be descaled .... and was locked; the qr code display did not work so I phoned ... then ran a cupful of water out and the fault cleared. but why did it arise; then I try to adjust the temperature upwards ... but the up key does not function (all the rest do); why not; apparently theres an antitamper 12 second delay so hold the button and its sorted ... but why that not mentioned previously?? o
December 5, 2025
Unprompted review
Reply from Burco
Hello Andy
Many thanks for your valuable comments
I was sorry to learn of the initial and rare problems you encountered shortly after installation
Here at Burco our Team understand that on occasions things may not go to plan and when this does occur we act quickly to help our customers - I was delighted to read this was the case when Diane helped with your enquiry.
Keith - Group Customer Services Manager
Prompt and efficient service
Thank you for the great and prompt service...Courtney handled my request very efficiently
November 27, 2025
Unprompted review
Reply from Burco
Hello Brigette
I was delighted to read your 5 star review
Here at Burco our customers comments and feedback are so important to us as they allow us to review and wherever needed improve upon the products and services we offer.
Courtney who helped with your enquiry was so pleased to read your kind words.
Best wishes
Keith - Group Customer Services Manager
My product was faulty even after…
My product was faulty even after repair, once I called customer service they listened and actioned my replacement product and it was with me within three days and installed day later, well done great service
November 10, 2025
Unprompted review
Reply from Burco
Hello Ian
It was wonderful to read your 5 star Trustpilot review.
Here at Burco we understand on rare occasions items may break and when this does occur we always act quickly to help our customers.
Best wishes
Keith - Group Customer Services Manager
Burco wall boiler filters
The filters for the Burco wall boilers are 62 pounds each which equates to 124 a year. Extortionate, they should be ashamed of themselves.
October 7, 2025
Unprompted review
Reply from Burco
Dear Angus
Many thanks for taking the time to leave your Trustpilot review.
Here at Burco we always welcome our customers feedback as it allows us to review and wherever required improve upon the products and services we offer.
Customer feedback also allows us to provide a balanced and accurate response to the original comments left.
I was sorry to read your comments about the price of the filters for your Burco Boiler.
It should be noted that these filters are not currently sold directly by Burco - all filters are currently sold by independent retailers who set their own prices.
I was delighted to learn one of our Leadership team have been in contact with you to understand your position and provide an immediate solution for you.
Regards
Keith - Group Customer Services Manager.
Alison was exceptionally helpful
Alison was exceptionally helpful, when I was trying to find a very obscure part for our Burco water boiler. She did the digging for which suppliers sold the part and sent me the codes.
Great customer service!
September 11, 2025
Unprompted review
Reply from Burco
Hello Catherine
Many thanks for taking the time to leave your 5 star Trustpilot review.
I was so pleased to read how Alison helped with your recent enquiry - Alison is one of the many stars we have here at Burco who love helping our customers.
Best wishes
Keith-Group Customer Services Manager
Reply from Burco
Hello Pauline
Thanks for your 5 star Trustpilot review.
I was delighted to read how Allison from our Team helped with your recent enquiry.
Best wishes
Keith- Group Customer Services Manager
It feels like the end user is serving as product tester.
We had 7 Burco 20L autofill boilers which began to have problems after 4-5 years. Repairs were carried out but other components began to fail. We made the decision to replace with a newer version of the Burco autofill boilers and went with the 10L model. 2 out of 7 of the 10L models have failed within 2 years. The electronic controller failed in both. Such poor performance has lead to the decision to replace rather than repair. We will not buy Burco again.
22/08/2025 I have been made aware that Burco is supported by GlenDimplex in Ireland and by RKW in the UK. This review is a comment on the release to open market of inferior electronics within Burco autofill boilers, NOT on customer care by any of those companies.
26/08/2025 Burco brand 10L autofill boilers are still for sale in the UK today. This is the point of my review.
August 18, 2025
Unprompted review
Reply from Burco
Hello Kieron
Thanks for your Trustpilot review which came as a surprise to us as from the information you have provided to us we have had no previous contact from you.
As part of our customer engagement we did reach out to you to understand your comments.
During our email exchange we confirmed to you the following :
1) We took ownership of the Burco Brand in January 2024 - before the issues you mention occurred.
2) Glen Dimplex were responsible for your products prior to us taking ownership of the Burco Brand.
3) Glen Dimplex retain responsibility of your products within Ireland.
As a result of the above sadly we are not responsible for the issues which occurred with your product several years ago and we do have to dispute your comments.
Regards
Keith - Group Customer Services Manager
Alison made quick work of it
Alison over the phone made a very painful challenge of trying to find a specific part very easy. Even to the point where she sent me link for purchasing on another website.
Thank you
August 13, 2025
Unprompted review
Reply from Burco
Hello Lewis
Thanks for taking the time to leave your wonderful comments about Allison from our Customer Services Team.
Best wishes
Keith - Group Customer Services Manager
Boiler Woes
Genuine help in dealing with a frustrating problem. The retailer was useless, Amazon very difficult but dealing with Burco directly resolved the issue promptly and efficiently.
July 18, 2025
Unprompted review
Reply from Burco
Hello
Thanks for your wonderful comments.
Here at Burco we love reading our customers comments and feedback.
I was so pleased to read how our Team helped with your recent enquiry.
Best wishes
Keith - Group Customer Services Manager
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