Needed to order some additional spare parts for my Perrin & Rowe Parthian kitchen tap. I had a general idea of what I needed to fix my problem but needed to double check with someone in Support Team.... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Exceptional customer service! Slightly damaged item was swiftly resolved all whilst on a telephone call. Tom set up a WhatsApp conversation that I could sent a photo of our issue along with proof of p... See more
Company replied
Friendly & very helpful support! After 5 years of intensive use in a very hard water area, our boiling water tap tank started leaking. I called P&R support, and got straight through to Owen, who was b... See more
Company replied
I had a problem with a shower rose and called in. Tom at Perrin and Rowe immediately owned the issue admitted that particular model had had similar issues and has sent me the upgraded version at no c... See more
Company replied
Company details
Written by the company
Perrin & Rowe, designer and manufacturer of brassware and sanitaryware. Our Kitchen and Bathroom products are handmade in England to the highest quality standards. Everything we make is designed to last and can be easily maintained with replacement spares readily available to purchase, both online and via Customer Services. Our products are designed to be self-serviceable, no plumber needed. The Technical Customer Service team for all after care support and advice are available as follows: Monday to Thursday: 9am to 5pm GMT Friday: 9am to 3.30pm GMT *Closed Public Holidays*
Contact info
Ferry Lane, RM13 9JY, Rainham, United Kingdom
- +44 (0) 1708 526 361
- customerservices@perrinandrowe.co.uk
- www.perrinandrowe.co.uk
4.7
Excellent
504 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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Reply from Perrin & Rowe
Just a brief note to thank you for your review of Perrin & Rowe. It's greatly appreciated. We're glad you found our advice helpful, and remind you that you can contact our customer service at any stage in your tap's life for advice or assistance.
Intelligent very helpful person vey…
Intelligent very helpful person vey impressed!
January 20, 2025
Unprompted review
Reply from Perrin & Rowe
Dear Mrs Darling, Thank you for posting a Trustpilot review of Perrin & Rowe, and for your kind comments. We're always delighted to be described as 'intelligent'! If you need any further assistance, now or in the future, please do not hesitate to contact us.
Great service
Very helpful and knowledgeable staff on the customer service line. Extremely quick delivery - next day, even though we were told it might take a week or so.
January 17, 2025
Unprompted review
Reply from Perrin & Rowe
Just a brief note to thank you for writing a Trustpilot review of Perrin & Rowe. We really appreciate your kind comments, and glad that your spare part arrived quickly. If you need any guidance on fitting, please do not hesitate to contact us again.
Calm and collected
Rang up thinking the worse for replacing my aerators and Felix was on the case, calmly setting me up so I could receive the info and parts codes from their system. Go Felix!
January 20, 2025
Unprompted review
Reply from Perrin & Rowe
Dear Mr Archer, A belated thank you for posting a Trustpilot review of Perrin & Rowe. Apologies for missing it initially. Your feedback and kind comments are very much appreciated, and we'll pass your compliments onto Felix. Please do not hesitate to contact us again, at any point in the future, if we can provide further advice or assistance.
Satisfactoy
Initially I had tried to contact Perrin and Rowe without success. After leaving a review on Trust Pilot, I was contacted by a representative of Perrin and Rowe. Who did answer my questions and advised on the correct product.
January 15, 2025
Unprompted review
Reply from Perrin & Rowe
Dear Kelvin, Thank you for your Trustpilot review. We do appreciate all feedback, positive or negative. Please accept our apologies for the problems you've had contacting us. Our aim is always to answer calls and respond to emails promptly. Was it a problem with our Rainham Customer Services number (01708 526 361)? Our Customer Services Manager is Wasiq Khan - would you mind emailing him about your issue, and we will address it from there? Mr Khan's email is: wasiq.khan@fbin.com
A quick additional note (3.2.25) to say thank you for taking the time to update the original review, and apologies once again our failure to respond initially.
Appalling customer service
Appalling customer service - we have an issue with our hot water tap not working. Having provided the details, video and numerous chaser emails we have not received a response. We have been without a hot water tap for over a month including Christmas. The original email exchange suggested they pride themselves on customer service. Product is lovely - can’t fault the aesthetics and functionality.
January 13, 2025
Unprompted review
Reply from Perrin & Rowe
Dear Stuart, Thank you for taking the time to review Perrin & Rowe on Trustpilot. We appreciate all feedback, positive or negative. Somehow we seem to have lost track of your case - please accept our apologies. Could we ask you to contact our Customer Services Manager direct, and he will pick this up? Mr Khan's email is wasiq.khan@fbin.com. Thank you.
Update 4.2.25 Dear Stuart, Thank you for getting in touch with our Customer Services team once again, and hopefully we have now correctly identified the issue. You should have received the replacement valves. Please do not hesitate to contact us if you need help fitting them, or if the new parts do not resolve the problem. Again, please accept our apologies for losing track of your original message, and for the delay in dealing with the issue.
Instant Hot Water Boiler
Had a problem with Instant Hot Water Boiler, contacted customer services and Mr Khan contacted me to resolve issue and I was extremely pleased with outcome.
January 3, 2025
Unprompted review
Reply from Perrin & Rowe
Dear Michael, Thank you for taking the time to post a Trustpilot review. First, an apology for the slow response to your feedback, and second, an apology for the problems you've had with the our water tank. We would like to investigate this further, if possible. Our Customer Services Manager is Wasiq Khan - would you mind emailing him about your issue, and we will address it from there? Mr Khan's email is: wasiq.khan@fbin.com
Hot Tap Leak Repair
I was advised by service agent Olivia, to use their data sheet on website under (spare Parts) to understand the cause of leaks on my kitchen Hot tap. I found the root cause and made a repair as indicated. Very pleased of the advise which I could not otherwise have guessed.
December 12, 2024
Unprompted review
Reply from Perrin & Rowe
Dear John, Thank you for taking the time to review Perrin & Rowe on Trustpilot. We're delighted that we were able to assist you in making the repair yourself. Our taps are designed for home maintenance, but it's always worth talking to the Customer Service team for guidance. Hopefully everything is working as it should be now, but please do not hesitate to call us again if you need any further advice, now or in the future. Merry Christmas from all of us at Perrin & Rowe.
Beautiful taps and exceptional Customer Service
Purchased a pair of Perrin and Rowe Mayan taps finished in Pewter online. Once delivered I was disappointed when opening the box as I noticed one of the taps had a minor flaw. The online retailer fully understood the issue and duly contacted Perrin and Rowe who responded immediately. Craig at Perrin and Rowe customer service was extremely helpful and experienced in dealing with the issue and very promptly found a resolution. Although it could be argued that the taps should not have been boxed with the slight scratch dealing with a very efficient customer service dept based in the UK made the overall experience a good one and I wouldn't hesitate to purchase Perrin and Rowe taps in the future given the design and quality of the product.
December 6, 2024
Unprompted review
Reply from Perrin & Rowe
Dear Colin, Thank you for taking the time to review Perrin & Rowe in such helpful detail. We really appreciate the feedback. Please accept out apologies that you received a Mayan with a scratched surface. Obviously that should not have left the factory in that condition. We are grateful for your patience while we resolved the issue. You have bought a tap that is designed for longevity, and you are most welcome to contact our Customer Service team at any point in the future, should you need advice or assistance.
OUTSTANDING SERVICE
Customer Service at Perrin and Rowe is outstanding. I have spoken with two people who helped me to sort out which replacement parts were needed for my tap rather than have to replace it altogether. THANK YOU
December 9, 2024
Unprompted review
Reply from Perrin & Rowe
Dear Barbara, Thank you for taking the time to review Perrin & Rowe and your kind comments. We do believe in maintenance rather replacement - we stock spares for almost every tap we've ever made. We're delighted we could help on this occasion, and encourage you to call us at any point in the future if you need further advice or assistance.
Great, quick diagnosis and service
Quick to answer the telephone and able to immediately diagnose. One very happy customer who did not need all the parts he had thought
December 6, 2024
Unprompted review
Reply from Perrin & Rowe
Dera Simon, Thank you for taking the time to review Perrin & Rowe. We're glad you found our advice helpful, and that's great if we saved you buying parts you didn't need. Your tap is designed for longevity, and so please feel free to call us, at any point in the future, if you need further advice or assistance in maintaining your tap.
Water tank issue
I had a problem with my water tank malfunctioning and gave Perrin and Rowe a call for advice. I spoke to Debbie who was very helpful and supportive. The problem was resolved (sending me a new tank). The service and response I got from Debbie was superb and much appreciated. Thank you.
December 6, 2024
Unprompted review
Reply from Perrin & Rowe
Dear Robert, Thank you for posting a Trustpilot review of Perrin & Rowe, and for your kind comments. Please accept our apologies for the failure of the original tank, but hopefully you will receive the new one shortly. It's always hard to go back to a kettle, even temporarily! If you need any assistance installing the new tank, please do not hesitate to contact us. Many thanks, once again.
I had a great experience with the technical service team…
I had a great experience with the technical team. Our hot water boiling tap stopped working. They gave me some self help instruction, which unfortunately didn't fix the problem. So they will replace the unit free of charge under the guarantee- with no quibbling. Very easy and pleasant to deal with. Excellent service, thank you!
December 4, 2024
Unprompted review
Reply from Perrin & Rowe
Dear Andrew, Thank you for writing a review of Perrin & Rowe on Trustpilot. We're sorry that you had problems with our hot tank, but hopefully you have now received the replacement and successfully switched it over? Please do not hesitate to call if you need any assistance with that. Your review and kind comments are very much appreciated, thank you.
Fast warranty replacement ...
The spout of my Phoenician kitchen mixer broke off. I sent a photo and my original invoice to Craig, who sent a new spout out to me as an FOC warranty replacement. It arrived by courier 2 days later. Truly excellent customer service. Thanks.
December 5, 2024
Unprompted review
Reply from Perrin & Rowe
Dear Tim, Thank you for taking the time to review Perrin & Rowe. We're sorry that you had a problem with your Phoenician - it's certainly not a common fault - but glad we could resolve the issue quickly. Your kind comments on our service are greatly appreciated, and we remind you that our Customer Service team is available to you throughout the life of your tap.
Excellent service
Called sales as I was looking for some spare parts. They asked me to email them an image of my tap. Called me back to allow me to place the order over the phone. Received the items 2 days later.
Very happy with the service and product.
December 3, 2024
Unprompted review
Reply from Perrin & Rowe
Dear Emmy, Thank you for reviewing Perrin & Rowe on Trustpilot. Your kind comments are very much appreciated. We're glad the spares arrived quickly, and hopefully you have been able to install them successfully. Please do not hesitate to call our Customer Services team again if you need any guidance, or if we can provide further help in the future.
Excellent Customer Service From Craig Pearce.
I rang Perrin & Rowe recently to request a new aerator for one of their kitchen taps I had purchased several years ago. I was delighted with the response I received from Craig Pearce of the Customer Service Team.
Not only did he arrange to send the required part immediately, he also provided me with a unique key so that I could remove the broken part without damaging the tap.
I would fully recommend Perrin & Rowe, not only are their kitchen taps real quality, the Customer Service I received was second to none.
December 1, 2024
Unprompted review
Reply from Perrin & Rowe
Dear Daniela, Thank you for taking the time to review Perrin & Rowe, and for your kind comments. Our taps our designed for straightforward home maintenance, and we stock parts for almost every tap we have ever made. Our aim is to keep our taps going as long as possible, so please do not hesitate to contact us again, at any point in the future, if you need further assistance.
Excellent service & products.
Excellent service & products.
We had a slight problem which was dealt with in an exemplary manner.
November 25, 2024
Unprompted review
Reply from Perrin & Rowe
Dear Damien, Apologies for the delay in acknowledging your kind review. It is very much appreciated, and we remind you that our Customer Services team are available for advice at any stage in your tap's life, and we stock spared for almost every tap we have ever made. Thank you once again.
The technical staff are very helpful
The technical staff are very helpful, but they will not accept that the boiler unit has an inherent fault that this early model has.
All the new parts and all the telephone chats do not get boiling water to flow from this tap.
November 27, 2024
Unprompted review
Called twice looking for spare parts…
Called twice looking for spare parts not listed on the website - both times the operator was extremely friendly and went to every effort to find what I needed, even when the part was very specific and initially unavailable. The products themselves are bomber quality.
November 27, 2024
Unprompted review
Reply from Perrin & Rowe
Dear Freddie, Thank you for taking the time to review Perrin & Rowe. In general we do stock spares (for virtually every tap we have ever made) and as far as possible our taps are designed so that these can be easily replaced. If you need any assistance with installation, please feel free to contact our Customer Services team for technical help. Thank you once again for the review, and your kind comments.
I can’t speak highly enough of P&R.
I can’t speak highly enough of P&R.. we’ve had their taps for 12 years and the products are great - but when we have had a couple of issues with wear and tear their team are always available to talk, help and send you guides on how to fit etc. as a plumbing numpty .. it’s invaluable!
November 15, 2024
Unprompted review
Reply from Perrin & Rowe
Dear Jonathan, A very belated thank you for reviewing Perrin & Rowe on Trustpilot, and for your kind comments. We design our taps for longevity and straightforward maintenance, and it's always heartening to get such positive feedback. Please feel free to contact us, at any point in the future, should you need further assistance.
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