Poor QA & Shocking Customer Care
Company Reviewed is ELECTRA-LOW LTD (HEATING PANELS): In 2024 and 2025, I bought 4 radiators from this company. Unfortunately, 3–4 arrived damaged (some severely): missing screws, damaged, old-looking discolouration. I followed their returns process fully—phoned, sent photos, got authorisation, returned them, & accepted replacements despite the hassle & distress. I even stuck with them as a British company.
They verified the damage on receipt and could have investigated to improve quality control, but they didn't routinely check items before dispatch. When I queried this, they later claimed to have unpacked and inspected 3 others, all fine—so why not do that for mine?
On 12 Jan 2026, I ordered another radiator online, paid, & received confirmation. They then emailed to refuse supply, stating I had returned damaged items and claiming I was the **only** customer ever to do so (despite sending out 10+ per week). They issued a refund & said they would not sell to me again.
This is deeply unfair and distressing. I only returned damaged goods after following their process and providing evidence (photos and emails I still have). Their emails insinuate I'm untrustworthy, yet earlier their QA manager admitted carrier issues caused some damages/returns—contradicting their "no one else" claim. None of my packages were externally damaged, suggesting issues originated before shipping.
As electrical products, unreported damage could be a fire hazard or void warranties. If they can't ensure cosmetic quality on dispatch, what does that say about internal safety and build standards?
Performance-wise, these radiators are slow to heat: 3–4 hours in cold weather to warm a room, often needing supplementary heating (fan heater or oil-filled), reducing any claimed economy unless you over-spec or buy multiples.
For a loyal customer who bought 4 units and tolerated multiple faulty deliveries, their quality control, customer service, and refusal to supply are shocking. I cannot recommend this company or their products.
Relevant email excerpts (12 Jan 2026):
1. “We are terribly sorry but we supplied you with heaters last year, that you sent back & was saying they was damaged, you are the only person we have had to send any back & we send out 10 a week, so I’m afraid we wont be sending anymore out to yourself, you will now be issued with a refund on your current order.”
2. “Good afternoon. Last time we sent you the heaters. I am afraid I cannot supply products that are sent back. We sell several every week & you are the only person who has ever returned any. So I therefore don’t want to supply you with anymore.”
Proof of damage and proper process available.
