Theheatxchange Reviews 

Ordered a gas valve on 3/4 days delivery for my Worcester boiler, it ended up arriving the next day!! Great service highly recommend.

I just wanted to share my experience with Heat Xchange—they absolutely deserve five stars! Their communication is fantastic, and their prices on boiler spares are really competitive. What stood out the most was their knowledgeable staff, who guided me in the right direction and made sure I got exactly what I needed. It’s refreshing to deal with a company that truly knows their products. I can’t recommend them enough!

Called late afternoon for a unit to fix a leaky boiler. Unit immediately identified, in stock and delivered 9.30am next day! Friendly, helpful and professional service, thank you The Heat Exchange!

Good communication and tailored service from the outset
Paul was very efficient and kept me informed regarding the supply of a part for a Da Vinci Fireplace. This is a rare item but Paul used his expertise to locate one for me and get it delivered in a timeframe that met my expectations.

In short I have notified my credit card company to do a chargeback 75.

Appalling service, I emailed them & received a reply without addressing me personally & it was not signed off in person just The Heatexchanger. This shows the level of care is 0% Do not give these ppl your hard earned money!!

What a load of rubbish. Bad comms. 24 hour delivery that doesn't turn up. Try to phone them..referred to online tracking.. Royal Mail tracking number that doesn't give ANY details.

AVOID!

I purchased ceramic coals from this company for £152, only to discover they were faulty. My gas engineer confirmed these were replicas, not original coals and that’s why they didn’t fit the coal bed and were burning and sooting black all over. It was an awful experience.
I contacted the company with photos, and they asked me to return the coals at my expense. I did so, but the parcel showed as in 'transit' for a week. Concerned, I emailed the company multiple times to flag the issue with Royal Mail stating undelivered and still in transit, but they ignored every single message. This was their opportunity to wash their hands of the situation and ignore me altogether, which is exactly what they did.

Two weeks later, Royal Mail updated the status to 'out for delivery,' proving the parcel had been located. Again, I reached out, this time for the fifth time, asking for a response.

It was only when I escalated the matter through PayPal that they finally responded. But instead of taking accountability, they contradicted their own earlier statements. Initially, they agreed there was no issue with my fireplace since it had been serviced by a gas engineer. Suddenly, in their dispute response, they claimed the faulty coals were due to my fire "overheating." This blatant lie was nothing more than a desperate attempt to avoid refunding me.

This company is an absolute disgrace. Their customer service is non-existent, and their employees are downright shameless in their tactics. They’re happy to sell you faulty products and then refuse to take responsibility when you try to resolve the issue. Their entire approach reeks of dishonesty.

I have never experienced such appalling treatment as a consumer. They made me feel like a nobody and treated my complaint with complete contempt. If I hadn’t opened a PayPal dispute, they would have happily ignored me forever.

Their conduct is appalling and their behaviour outright wicked, and I would strongly advise anyone to avoid this company at all costs. Their unethical behaviour and nasty tactics make them one of the worst companies I’ve ever dealt with.

In reply to your response

Your response contains several inaccuracies and fails to address the core issues I raised.

Ignoring My Emails: The primary issue was your complete lack of communication after I informed you that the return parcel was delayed in transit. Despite sending multiple emails over several weeks, you chose to ignore every single one. This demonstrates a total disregard for your customers and their concerns.

Refund Through PayPal: You did not issue a refund voluntarily, as you claim. The refund was granted through a PayPal dispute, which I escalated after you failed to respond to me. PayPal ruled in my favour because the evidence clearly showed your refusal to take responsibility and evidence of the faulty coals.

Blaming Overheating: Your claim that the damage was caused by "overheating" is false and contradicts your earlier acknowledgment that there was no issue with my fireplace. This contradictory explanation appears to be a desperate attempt to shift blame and avoid accountability for the faulty product you sold me.

Consumable item Excuse: While ceramic coals may be consumable, this does not excuse selling faulty products that were not fit for purpose. My gas engineer confirmed the coals were replicas and incompatible, which is why they were burning black and sooting excessively.

While you mention aiming to provide satisfactory service, my experience has been the exact opposite. Ignoring a customer, failing to provide timely assistance, and only acting when forced to by PayPal are not hallmarks of a company that values its customers.

I stand by my original review and would caution others about dealing with a company that employs such dismissive and dishonest tactics

Good price, fast delivery

Excellent service, fast delivery and good value, so pleased

Ordered item advertised on web site, paid for item, only to be told item not available out of stock - refund due.
6 weeks later and after numerous messages and telephone contact still no refund. Steer clear of this Company. If you are entitled to a refund ( for what ever reason ) you will not receive it. This Compnay has been reported to The Action Fraud Team, as they appear to be reluctant to progress a refund in a timely mannern, see other reviews relating to dealys in refunds.

Last Saturday I ordered a coal fuelbed and coals for a Flavel gas fire, hoping for Tuesday delivery (i.e. next 'working' day), reason being that HeatXchange were way cheaper than BFM Europe and offered 24hr delivery, opposed to BFM's 2/3 days. Turned out that HeatXchange didn't have stock and simply passed the order over to BFM who delivered on Thursday but, to be fair, Will at HeatXchange did keep me informed (after much chasing) and also credited me partial refund on the carriage, which was appreciated. Also, they do answer the phone pretty quickly if you just hang on and ignore the messages!
The company is based in the West Midlands village of Pelsall, in a small mid-terrace shop with counter and, as in my case, must enjoy great discounts from their suppliers (good for them!). What I didn't like was their big push for 'next working day delivery if ordered by 4pm' from their advertised stock of 20,000 parts ?? which becomes 50,000 parts ?? on their Trustpilot replies! Obviously the 'subject to stock' trumpet will now be blown, but I do advise potential customers to make certain they have what you want before pressing the 'pay now' button!
Compared to others on Trustpilot, I think I got away lightly?

I am presently still dealing with this company. I.mustbl say their customer service is appalling. It seems like they have not got a clue about running a store or a customer supplying company. Absolute amateur hour.... it really is like someone selling stuff at a jumble sale that hasn't got a clue what to do.

Good service, polite, dealt with my query effectively
Parts are very well priced too
Will be using you again

PERRRRRRFECT. Needed Potterton Suprima insulation front sides and back . Found in stock at The Heat xchange at a very good price ordered and paid for next day delivery. Ordered Thur 12pm delivered Fri with a time slot 12.30pm. Excellent Thank you I will be using again

The ordering process was easy to follow online and the items were delivered within 2 days

Avoid this scam company
Won’t refund money

Bought a diverter online as it said Instock
Then get a email saying it’s not instock so I asked for a refund
They still haven’t refunded me after a number of emails and phone calls ( they don’t answer the phone) this was 2 weeks ago and still haven’t had a refund
I have had to open a charge back with Barclaycard to get my money back.

fast reliable good delivery all excellent cauld not have
got better thanks

From my initial enquiry to ordering and delivery the service was outstanding. I needed some parts for a bottle gas boiler which had a relatively low cost.
On my enquiry Heatxchange check the parts were available from Vaillant, but only from Germany, on ordering they kept me informed of order progress and delivered them the next day once they had received them. Excellent service

Excellent service, next day delivery as promised. Had a query, and had email response within 5 minutes, true customer service. Heat Xchange will certainly be my first choice next time.

Shocking Service!
I Ordered the Item 3rd of May it's now the 18th and two Emails later and they replied it would be with me in a week still nothing. Can't get to talk to anyone. If the item is not in stock you would think they would contact you right away and say, instead they hold your money and give you no choice. I would not use this company again they need to think about their customers