Laura is an absolute star. She goes above and beyond, and when you desperately need a miracle pulled off, she never lets you down. She genuinely cares about her customers, is always prompt, available... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We can highly recommend City Plumming on Gillingham Business Park. We are renovating our bathroom and Holly was so helpful in our planning and selection of all items we needed. She went out of her... See more
At City Plumbing in Newton Abbot today, we were met by advisor Vikki, who walked us through plans for a new shower room. She transformed our measurements into an actual design which was exactly what... See more
Panels arrived at the end of May and came carefully wrapped on a palet. The delivery guy was polite and was keen to get them all the way up my steep gravel driveway to help me get them safely unpacke... See more
Company replied
Company details
About City Plumbing UK
Written by the company
From boilers and copper tubing to bathroom suites, towel rails, renewable energy and electrical parts all from top brand names, we have everything you need to complete the job.
We have a nationwide network of over 360 branches so wherever your work takes you, you should always be near a City Plumbing branch.
We pride ourselves on running our branches locally so you always get the personal service you deserve.
Almost all of our branches have state of the art Bathroom Showrooms which have been designed to inspire both you and your customers and provide a comfortable and professional space for bathroom products to be experienced first hand.
Contact info
Highbourne House, Eldon Way, NN6 7SL, Northamptonshire, United Kingdom
- www.cityplumbing.co.uk
4.1
Great
6K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 86% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very disappointed with the customer…
Very disappointed with the customer service. Ordered 3 solar panels and one arrived broken. It took far too long to get a replacement. Customer service person called Josh said they wouldn't send a replacement unless I sent them a photo (which goes completely against their own terms which don't say anything about photos for a replacement.) I was having trouble compressing my photo for email but he refused to accept a WhatsApp photo so I had to wait until a younger relative could help me. I sent 2 emails to the manager of my local branch by his name asking if he could help but he never replied. Really, really poor from the Customer Services team and the Southend branch. Van driver however was friendly.
May 6, 2026
Unprompted review
Reply from City Plumbing UK
Hi Essex Bloke,
Thank you for taking the time to provide your feedback.
Please accept our sincere apologies for the poor experience you had regarding the replacement of your damaged solar panel and the communication from both our customer services team and the Southend branch.
We understand how frustrating it was to face delays while trying to submit photo evidence.
To clarify, we do require photographic confirmation of transit damage to process claims internally and with our couriers, which is why this was requested. However, as a business, we do not use WhatsApp for official customer support channels, which is why our agent was unable to accept the image through that platform.
We apologise for the technical difficulties this caused and for the lack of response from the branch management.
Your feedback regarding the handling of this situation and the communication breakdown has been shared with the relevant management teams to ensure we improve our service.
We are, however, glad to hear that our delivery driver provided a friendly service during this time, and we are truly sorry for the overall frustration caused.
Kind regards
Tricia @ City Plumbing Supplies
Unable to fulfil order and did not communicate
Allowed me to place an order when it said there was lots of stock, received confirmation email. Expected to deliver today, but received no update. Called to find out what was going on and was told that they were unable to fulfil the order and were going to refund. They sent me no communication and I've had to chase to find out what's going on. It's been 48 hours since I place the order, they could have let me know much sooner.
June 23, 2026
Unprompted review
Reply from City Plumbing UK
Hi Callum Cameron,
Thank you for sharing your feedback.
Please accept our sincere apologies for the poor experience regarding your recent order and the lack of communication.
We completely understand your frustration at having to chase us to find out your order could not be fulfilled, especially after receiving a confirmation showing plenty of stock.
It is disappointing that you were not notified much sooner within those 48 hours, and we apologize for the inconvenience this has caused to your plans.
Your comments have been passed along to our inventory and communications teams to ensure our stock levels are accurately reflected online and that any cancellation updates are sent out promptly.
We are truly sorry for the lack of notice and the poor service on this occasion.
Kind regards
Tricia @ City Plumbing Supplies
Excellent knowledgable service
We rolled up on a Saturday morning nearer than 12;00 closing time than we wanted BUT the young man who was on his own couldn't have been more helpful if he tried and seemed instinctively to know what we needed. I understand he did serve time as a plumber so that helped enormously. After our puchase another couple arived and he was just the same with them it appeared as I needed to return and ask a technical question about our purchase. There was no sense of being pushed out through the door even though he was well over time by then. What a refreshing change to some outlets I could name. Thankyou C P ..
June 20, 2026
Unprompted review
Reply from City Plumbing UK
Hi Ed,
Thank you so much for this fantastic review!
We are absolutely delighted to hear about your experience. Providing knowledgeable, pressure-free service is exactly what we strive for, and having ex-tradespeople on our team makes a world of difference when it comes to technical advice.
It is wonderful to hear that he looked after you (and the customers after you) so well, even past closing time.
Kind regards
Tricia @ City Plumbing Supplies
Waste of time
Put in an order Sunday. Said they had stock (72 items in fact). Booked in delivery for Tuesday. Made payment. All fine. Nothing appears on Tuesday. When I chase it they say not in stock, no prospect of stock and here's your money back. Time wasters. Either rubbish systems or dishonest - either way I'd avoid.
June 21, 2026
Unprompted review
Reply from City Plumbing UK
Hi MJ O'Hale,
Thank you for sharing your feedback.
Please accept our sincere apologies for the poor experience and the disruption to your plans.
We completely understand your frustration at having an order confirmed with visible stock levels, only for it to be cancelled without proactive notice after the delivery date passed.
This does not reflect the standard of service we aim to provide. Your comments regarding our inventory tracking and communication have been passed on to our digital and operations teams so we can investigate the root cause and ensure our stock levels are accurate. We are truly sorry for the wasted time and the inconvenience this has caused.
Kind regards
Tricia @ City Plumbing Supplies
Absolute joke of a company
Absolute joke of a company. Ordered a product that said there were 46 of in stock. Two days later, on delivery day, get an email saying sorry actually we don't have any, and it's going to take 5-7 days to refund the money we've already taken. Disgraceful, best avoided.
June 23, 2026
Unprompted review
Reply from City Plumbing UK
Hi Jack,
Thank you for your feedback.
Please accept our sincere apologies for the poor experience regarding your recent order.
We completely understand how frustrating it is to see an item listed as available in stock, only to have the order cancelled on the scheduled day of delivery.
We also regret the delay in processing your refund, as we understand that waiting for funds to be returned adds to the disappointment.
Your comments regarding our online inventory accuracy and the timing of our cancellation notices have been shared with our web and operations teams to ensure we improve our processes.
We are truly sorry for the inconvenience and frustration this situation has caused.
Kind regards
Tricia @ City Plumbing Supplies
Item didn't arrive
Item ordered 2 days ago and was told it was to be delivered today waited all day for it only to receive an email at 4pm saying they have no stock and are issuing me with a refund!
June 23, 2026
Unprompted review
Reply from City Plumbing UK
Hi Becca,
Thank you for taking the time to provide your feedback.
Please accept our sincere apologies for the cancellation of your order and the late notification. We completely understand how frustrating it is to wait all day for a delivery, only to be informed late in the afternoon that the item is out of stock.
This is certainly not the standard of service we aim to provide, and we appreciate how disruptive this is to your plans.
Your experience has been highlighted to our team to ensure our online stock availability is more accurate and that any stock issues are communicated to our customers much earlier in the day.
We are truly sorry for the disappointment and inconvenience caused.
Kind regards
Tricia @ City Plumbing Supplies
Excellent rapid delivery
It's a red alert heatwave so we wanted an air conditioner. Turns out everyone else in the UK did too so nobody had any stock left...except for City Plumbing. Ordered it on Sunday night and by Tuesday lunchtime it's delivered and working, Super efficient, exactly as it should be. Pricey? Of course...we should have bought it in January but only really smart people think that far ahead!
June 23, 2026
Unprompted review
Reply from City Plumbing UK
Hi Jeff,
Thank you so much for the brilliant review!
We completely understand the heatwave scramble, and we are absolutely thrilled that we could come to the rescue with that air conditioner.
Getting it from our warehouse to your home and fully working by Tuesday lunchtime is exactly what we aim for. Don't worry about not buying it in January—most of us only think about AC when the sun starts melting the pavement! Stay cool, and thank you for choosing City Plumbing.
Kind regards
Tricia @ City Plumbing Supplies
Stock numbers aren't accurate and allocated upon ordering.
Ordered on Monday through the website and received confirmation, showed 73 items in stock, with next day delivery.
Gets to Tuesday and no emails and no updates with an ETA of delivery. Live chat is useless as it's just an AI chatbot that can't track the order so tells me customer services will contact me at some point.
Call customer services and am just told, we can't fulfil the order, no longer have stock and you'll get a refund soon. An email will follow at some point explaining.
Why wasn't this communicated to me upon receipt of the order? Had I not chased I would have been expecting delivery and not known it was never due to arrive.
Useless, why show stock numbers during the order process if you can't allocate stock when you receive an order? Disappointing and now have to wait for the refund to be processed without being given any timescales.
June 22, 2026
Unprompted review
Reply from City Plumbing UK
Hi,
Thank you so much for the 5-star review! We are delighted to hear that you love your Mira shower and had a great experience with our service. Your support means a lot to us!
Kind Regards
Josh @ City Plumbing Supplies
Excellent customer service …
Called in to source replacement part and spoke to Karrie. She was unable to find one in store but called the manufacturer for advice, confirming that an online order could arrive next day. Gave me phone number for supplier. Very helpful, excellent customer service.
June 22, 2026
Unprompted review
Reply from City Plumbing UK
Hi Louisa
Thank you so much for the wonderful review! We are thrilled to hear that Karrie went above and beyond to help you source your replacement part. Providing excellent customer service is always our top priority.
Kind Regards
Josh @ City Plumbing Supplies
I never actually got my order and no…
I never actually got my order and no one contacted me when the items didn’t arrive , I contacted City Plumbing to request a refund which was done with out any problems but it would have been useful if someone had checked what had happened to my goods and given me an update to say when they may have been delivered.
June 18, 2026
Reply from City Plumbing UK
Hi James,
Thank you for taking the time to provide your feedback.
Please accept our sincere apologies for the fact that your order did not arrive and that you were not proactively contacted regarding the delay.
While we are glad to hear that your refund was processed without any issues, we completely agree that you should have been kept informed about the status of your goods.
We appreciate your comments, as they help us improve our communication and delivery tracking moving forward.
If you would like us to look further into what happened with your delivery, or if you need any additional assistance,
please contact our customer services team at customerservice@cityplumbing.co.uk or on 0330 678 0267.
Kind regards
Tricia @ City Plumbing Supplies
My order took twice as long to fulfil…
My order took twice as long to fulfil than originally informed.
June 8, 2026
Reply from City Plumbing UK
Hi Malcolm
Thank you for taking the time to leave us a review.
Your feedback is incredibly valuable, and we are looking directly into what happened to ensure we can improve our accuracy and communication moving forward.
We apologise for the delay with your order. We completely understand how frustrating it is to wait twice as long as expected, and we are truly sorry for the inconvenience this has caused you.
Kind regards
Vicky @ City Plumbing Supplies
Totally useless Company
Totally useless Company. I have been chasing a refund for over a month. Countless promises to sort. Never happens.
I bet if I did not pay my account, they will chase me within days!!!
May 18, 2026
Unprompted review
Reply from City Plumbing UK
Hi Ivor,
Thank you for sharing your feedback.
Please accept our sincere apologies for the ongoing delay in processing your refund and for the frustration this situation has caused.
This is certainly not the standard of service we aim to provide, and we understand your disappointment regarding the lack of communication and empty promises.
We want to investigate this immediately and ensure your refund is resolved without further delay.
Please contact our customer services team directly at customerservice@cityplumbing.co.uk or on 0330 678 0267 so we can locate your account details and get this sorted out for you as a priority.
Kind regards
Tricia @ City Plumbing Supplies
Reply from City Plumbing UK
Hi Leo,
Thank you so much for the great review!
We're thrilled to hear that you found our service easy to use and well-priced.
We hope to see you again soon!
Kind regards
Tricia @ City Plumbing Supplies
no answer from their help lines nor help channels
delivered the entire delivery very quickly except for a key component which stops me installing anything i ordered. raised a web ticket. no answer. phoned up the help line and was on hold for 1 hour, no answer. hung up and then done a email ticket. still awaiting a response about missing delivery items. real shame.
May 27, 2026
Reply from City Plumbing UK
Hi Anthony,
Thank you for taking the time to share your feedback, and please accept our sincere apologies for the delay and frustration you have experienced.
We understand how disappointing it is to receive an incomplete delivery, especially when a missing component stops your installation from moving forward.
We also apologise that you have not been able to reach us through our standard phone and online channels.
This is certainly not the level of service we aim to provide, and we want to get this resolved for you as quickly as possible.
Please contact our customer services team directly at customerservice@cityplumbing.co.uk or on 0330 678 0267 so we can look into your order details and arrange for your missing items to be sent out immediately.
Kind regards
Tricia @ City Plumbing Supplies
When things don't go to plan, CP Customer service shone
Even though unfortunately a Solar panel got damaged in transit, CP took complete ownership in a way that would leave many a customer service team floundering, they also arranged for the collection of the damaged item 10/10 to the team @ CP - More than happy to deal with this company again :)
May 26, 2026
Reply from City Plumbing UK
Hi Jez,
Thank you so much for this incredible review! While we always aim for a flawless delivery, accidents do happen during transit.
We believe the true test of customer service is how you handle those moments, so it means the world to us that our team stepped up and took complete ownership.
We’re glad we could make the replacement process seamless for you. Thank you for your trust and support—we look forward to working with you again!
Kind regards
Tricia @ City Plumbing Supplies
Reply from City Plumbing UK
Hi Iain,
Thank you for taking the time to leave such a lovely review!
Our team prides itself on being friendly and helpful, so hearing this completely made our day.
We appreciate your support!
Kind regards
Tricia @ City Plumbing Supplies
Everything seems to take 5 days or longer from ordering
Everything i wanted to order was going to take 5 days to arrive in store. They don't seem to carry stock of most items. I did order some things and I was to get a message when it had arrived in store. This message never arrived. Luckily we had ordered from an other source at the same time so we're able to use that till the city plumbing stuff arrived. As we didn't get notified it had arrived we waited an extra 2 days over the expected 5 days. Hopefully we will be able to use it on another job.
June 5, 2026
Reply from City Plumbing UK
Hi Gordon,
Thank you for sharing your feedback with us.
We are sorry to hear about the delays you experienced regarding stock availability and that you did not receive the expected notification when your items arrived in store.
We understand how important prompt deliveries and reliable communication are for managing your jobs, and we regret that we fell short on this occasion.
Please be assured that your comments regarding branch stock levels and our collection notification process will be passed on to our management team to help us improve our service.
We appreciate your patience and hope to provide you with a much better experience in the future.
Kind regards
Tricia
Reply from City Plumbing UK
Hi David
Thank you for taking the time to leave us a 5 star review!
We are delighted to hear that you found our team helpful.
Your support means a lot to us.
We hope to see you again soon.
Kind regards
Vicky @ City Plumbing Supplies
Reply from City Plumbing UK
Hi Lynn,
Thank you for taking the time to leave a review.
We are delighted to hear that we had the cheapest PEX pipe in town and that it was ready for your collection so quickly.
We appreciate the great feedback and the thumbs up, and we look forward to seeing you at the branch again soon.
Kind regards
Tricia @ City Plumbing Supplies
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.