Pirate Heating Supplies Reviews 

I bought a boiler online on a Sunday. Got a call on Monday saying unfortunately the price has gone up £120 oh and then again for delivery of £50. Absolute scam!
The staff I had spoken to were useless & rude in resolving the issue, didn't take into account the advertised sale price IS the price you have to stick to by law, just blamed the website & cancelled my order.
Horrendous service!!
Oh Richard,

Thank you for your reply. However, your explanation raises concerns regarding both your understanding of consumer protection laws and how the matter was handled.

Let me clarify a few important points based on current UK consumer law under the Consumer Rights Act 2015 and related guidance from the Competition and Markets Authority (CMA):

1. Displaying Prices and Forming a Contract
While businesses are not legally obliged to sell an item at an incorrect price before a contract is formed, once a consumer has completed checkout, paid, and received an order confirmation, a legally binding contract is generally considered to have been formed. At that point, unilaterally raising the price after accepting payment is not just poor practice—it can be considered a breach of contract.

2. Misleading Pricing Practices
Under the Consumer Protection from Unfair Trading Regulations 2008, traders must not mislead consumers through:

False or deceptive pricing information

Failing to make it clear that a price was incorrect

Suggesting a discount or deal that doesn't exist

If a product is advertised and sold at a specific price, then changing that price post-purchase without the consumer's consent can be classed as misleading and unfair trading.

3. Your Responsibility as a Retailer
Blaming your website or a missing Vokera rep doesn’t absolve your company of responsibility. As a business trading online, you’re responsible for ensuring that prices are accurate and up to date. This duty falls under the Consumer Contracts Regulations 2013, which require transparent and fair dealings with consumers.

In short, by taking payment and issuing an order confirmation, you entered into a contract with me. Attempting to alter the agreed-upon price after the fact—by an additional £170—is not just frustrating, it is potentially unenforceable and unlawful.

I hope this clarifies why I found the experience unacceptable and why I’ve chosen to leave this review. I also hope your team’s training includes a refresher on basic consumer law going forward.

Lee

Phoned on a Tuesday morning needing advice and spoke to Waseem, the result was I ordered a Honeywell desk stand complete with power supply. The item was delivered to me in Northern Ireland on the Wednesday after lunch time. In my opinion the customer service was excellent and the delivery prompt.
The item must have been packed and sent for be dispatched almost immediately in order for me to receive to the next day. I could not have expected better customer service or a faster delivery. Personally MWPHS would be my first choice for purchasing plumbing products in the future.

Bought a Honeywell BDR91 (relay box only) direct from this supplier. Realised (after the 14 day refund window) that we also need the hot cylinder thermostat. As this is only sold as a kit along with the BDR91, I asked if they would refund my original (unopened, brand new) BDR91 purchase if I were to purchase the full kit from them.

The BDR91 that I was sold is still current stock on their website, and the updated model. As such, it's not an unreasonable request and would cost the supplier nothing in terms of resale - however, this supplier flat out refused any aftercare of this nature.

On the basis of such poor and dismissive aftersales support, I will not be using this supplier again. Be warned!

I needed urgent support and help with a problem with an obsolete Honeywell Thermostat, Waseem & Richard were fantastic, provided me excellent support and help, and resolved my issue, a really great company, highly recommended thanks John

Excellent service all round. Prices, delivery and customer service. Also, great to have a reliable source of Intergas spares.

We needed a boiler and I was told by a friend to visit the MWPHS website. From my initial call to the MWPHS team l found them very helpful. My whole sales experience was perfect from start to finish. They were very well informed about the product and all the other bits I needed with the boiler. I will highly recommend them and will definitely be shopping with you again.

Used this company on many occasions , honestly , from all of the merchants I have used Richard and waseem at MWPHS are without a doubt the best . Richard has spent lilerally hours on the phone to me in the past talking me through different products and their benefits and best ways to set them up , just being generally helpful and customer focused . This is BEFORE I have even placed an order !
I’ve had times when I have forgot to order materials for jobs and these guys have gone above and beyond to make sure I have received them next day !
I am always kept up to date with my delivery’s.
Honestly not a single bad thing to say or a single bad experience after using them many of times .
Keep up the great work !

Lloyd

Appalling company! I went with them as I try really hard to not use Amazon for everything, they had good reviews at the time and were good prices. I first ordered two thermostats. One wired and one wireless to replace my old two. When installing the wired thermostat, it didn't work. We noticed that we couldn't put batteries in so returned it as we thought it was faulty at my cost of course. Waseem told us that it was normal there were no batteries as it was wired. I felt a bit foolish and I trusted them, big mistake!!! I ordered a second wireless thermostat and an extra receiver. I specifically ordered a BDR91 which is mentioned on the order form. When I received it, it was in a bubble wrap, no box and no screws. I asked them if it was a second hand and they told me that it wasn't of course with capital letters on their email to make sure I understand or so that I believe them... When my engineer looked at it, he noticed straight away that it wasn't a BDR91 but still tried to connect it with the thermostat and surprise, it didn't work. We called Honeywell who didn’t recognise the model number of the receiver we got. I asked if I could return it and get a refund and they reluctantly agreed but still pretended they sent me the right receiver even though it is not the same model number!! I wanted them to pay for the return postage but they refused! I paid for the return postage again and they now claimed the receiver is damaged. The engineer didn't screw it to the wall, just try to connect it. I even provided some screws from the wireless thermostat we got. They're complete liars! £60 lost but I've got the feeling this company will lose much more in the long run too. BTW, Waseem, no need to reply to this review unless it’s for admitting you sent me the wrong receiver and you’re lying. Enjoy your extra money you’ll get by sending this receiver to another customer. For me, back to Amazon. Much easier!

We ordered a replacement wireless thermostat, the first unit arrived damaged. After returning the faulty unit a replacement was sent by return post with no problems and arrived the next day.

5 star service (so helpful in sorting out a billing query I had too:)

Great customer service, no problem too small and no question too silly. And they always have the expertise to back it up.

We purchased a Viessmann combi boiler and associated extras from MWPHS in Feb 2024> The person who dealt with our purchase was Waseem and I think it's fair to say he went the "extra mile" to make sure we were happy and the parts we bought were compatible with each other.I would heartily recommend this company and in particular Waseem.

I discovered this merchant trading online as the Intergas shop, probably 4 or 5 years ago now. All the staff I’ve spoken to have been helpful and knowledgeable and clearly have a passion for the business and the products they sell. Like them I have come to the conclusion that Intergas are the best boilers on the market and Honeywell are the best controls. Though they are 40 miles away and an hours drive each way, i use them a couple of times a year when my local merchant runs out of boilers or spares and is going to hold up an urgent job for days. As yet I’ve not attended any of their training courses as that was interrupted by covid and then their move to larger premises, but I’m sure I would be equally pleased with their teaching. Keep up the good work Richard and team.

Excellent service from Waseem and Richard, in the planning of our Honeywell Evohome heating control system, plus their advice on installation of the system, and the very quick delivery. Thank You.

This company is amazing! We had plumbers struggling to install a Honeywell Home control system. I came across The Smart Thermostat Shop (a division of Mid Wales Plumbing and Heating) and asked them for technical help. Even though we had not bought anything from the Company, each person that answered the phone (I made a number of calls) was incredibly knowledgeable and helpful, and this enabled us to get our system working. When I made two subsequent upgrades to our system I bought all the parts needed from the Smart Thermostat shop. All items arrived the day after they were ordered and in perfect condition. Further telephone technical help was provided when asked for. No hesitation about awarding this company 5 stars.

Great customer service from Waseem, resolved a mistaken order at my end for my Intergas boiler: fast delivery of replacement parts, I have no issue recommending them to anyone looking for spare parts, many thanks Sean

I phoned for product help and the person could not have been more helpful and pleasant. Great service. Many thanks.

Ordered a thermostat from MWPHS
Had a small problem with it
They sorted it out promptly with no fuss and in quick time. Excellent customer service. Thank you MWPHS. Highly recommended.

Staff return calls with the requested information in a timely manner.

I recently bought an Evo Home heating solution. Teh advice on what to buy.

Also a faulty radiator thermostat was replaced in a couple of days