I am not a trader and therefore did not have as much experience as I suspect most of The Underfloor Heating Store customers. On every occasion I have spoken to the Jaime and Dave (I think that's his... 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
We accidentally put the wrong shipping address on the order, we rang customer service to be told the order was already in shipping - literally less than an hour after ordering, but not to worry, they... See more
5 Star service, great to speak to people that understand your needs David Smith was an absolute star who sorted the issue out of my delivery & was in constant contact with me via e mail & phone. I... See more
Company replied
Have ordered several times from this store and no problems at all with the products. Didn’t order the primer kit on this occasion as assumed it was part of the order so contacted UHS and they send m... See more
Company replied
Company details
- Heating Equipment Supplier
- Bathroom Supply Store
- Building Materials Supplier
- Boiler and Heating Service
- Home Improvement Store
- Plumbing Supply Store
About The Underfloor Heating Store
Written by the company
The Underfloor Heating Store is a market-leading, award-winning online retailer of electric and water underfloor heating systems in the United Kingdom. Established in 2008, we are proud to be the biggest supplier of underfloor heating nationwide, with a client base ranging from self-builders to tradesmen, large-scale builders to developers.
At The Underfloor Heating Store, our highly-experienced team pride themselves on their unrivalled customer experience and superior technical support, with full detailed quotations that are able to be supplied within 24 hours from receiving your drawings or plans. Our in-depth knowledge of structural subfloors, floor coverings and different installation methods make us the industries leading experts in both water and electric underfloor heating systems.
Explore our product range
Contact info
Unit 16 Carnival Park, SS14 3WN, Basildon, United Kingdom
- 01268 567016
- customerservices@theunderfloorheatingstore.com
- www.theunderfloorheatingstore.com
4.7
Excellent
9K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 30% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Fantastic customer service and all…
Fantastic customer service and all delivered on time.
Excellent
January 13, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Jason,
We are so pleased to hear that you had a positive shopping experience with us and appreciate the time you have taken to leave us a review of your purchase. We hope to hear from you again should you have any further requirements.
Kind regards,
Hayley
Excellent service
Issue with floor probe.
Discussed with Technical support and replaced immediately.
Excellent service
January 27, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Laurie,
We are sorry to hear that you had to contact us due to a fault with your floor probe but so pleased to hear that we were able to resolve this for you. Thank you also for taking the time to leave us feedback of your experience. It is greatly appreciated.
Kind regards,
Hayley
Very good
Always had a very good experience with underfloor heating store,good price, reliable delivery and quantity has always been spot on
January 22, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Adam,
Thank you so much for taking the time leave us feedback of your purchase with us. It is great to hear that you have had a positive experience with us and we would love to assist you again with any other requirements you may have.
Kind regards,
Hayley
Great service…..
Great website providing a range of competitively priced products and information, order delivered in good time and very happy with the service provided.
January 21, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Chris,
Thank you so much for your kind review. It is very much appreciated. We are so pleased to hear that you were happy with our prices and that your order was delivered in good time. Should you require any further assistance, please do not hesitate to contact us.
Kind regards,
Hayley
Bal Self Levelling 25kg…
Product delivered as advertised all at a reasonable price... very happy and would recommend and will use again :-)
January 25, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Alan,
We are so pleased that your order arrived as expected and that you were happy with our prices. Please let us know if you require any further assistance.
Kind regards,
Hayley
Quick & efficient without fail every time
Always a quick and efficient services provided by The Underfloor Heating Store. Harry is always very helpful and on the case in getting designs and quotations back very quickly. Its the only place we go for Underfloor Heating!
January 20, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Christine,
Thank you so much for taking the time to leave us your lovely review and for your continued custom. We are so pleased that we were able to assist you with your requirements and in good time.
Please do not hesitate to contact us for any other requirements you may have.
Kind regards,
Hayley
Terrible customer service
WTerrible customer service. Having been told that company could provide quote within 1-2 days, I waited 8 days to get my quote after several chasing emails and calls. Customer services didn't appear to be following up and passing on details to technical team.
Quote I received was incorrect- it was for whole flat not kitchen as specified in plans. To top it all, final quote listed wrong house number.
Shame as technical team had been really helpful.
I gave up and emailed Fastwarm Underfloor Heating on a Saturday morning with details- by Monday 12pm I had quote and I paid for it then. Suggest you go to them instead
January 19, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Tim,
Our sincere apologies that you didn't have a very positive experience with us when obtaining a quote. Our turn around for a quote is usually done quickly so your experience is not normal service from us. I have spoken to the sales advisor who was putting the quote together for you and it seems there may have been some miscommunication when obtaining the information we required to put the quote together.
We hope this will not prevent you from contacting us in the future for any assistance you may require.
Kind regards,
Hayley
Great price
Great price, fast delivery and stellar costomer service
January 22, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Jamie,
Thank you so much for taking the time to provide us with feedback of your purchase. It is very much appreciated. Please let us know if we can be of any further assistance.
Kind regards,
Hayley
Always a brilliant service
Always a brilliant service! But this time I ordered 3 different systems in the afternoon and they were there the next morning 🌅
Amazing service ❤️
January 24, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Joseph,
We are so pleased to hear that your order arrived in good time and that we were able to assist you with your requirements. Thank you also for taking the time to leave us feedback of your purchase.
Kind regards,
Hayley
Goods as described would buy from them…
Goods as described would buy from them again A ☆
January 22, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Thomas,
Thank you so much for taking the time to provide feedback of your purchase. Please do not hesitate to contact us for any other requirements you may have.
Kind regards,
Hayley
Efficient response
Website easy to navigate. All the information I needed was there.
Payment made - Prompt confirmation.
Items ordered arrived the day after the order was received and read
👍
January 20, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Mick,
We are so pleased to hear that you had a smooth shopping experience with us and appreciate the time you have taken to leave us your feedback. Please do not hesitate to contact us for any further requirements you may have.
Kind regards,
Hayley
FAST KNOWLEDABLE SERVICE
January 15, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Luke,
Thank you for leaving us a 5* review. It is very much appreciated.
Kind regards,
Hayley
Ordered a well priced Heatmiser …
Ordered a well priced Heatmiser Neostat which arrived promptly
January 22, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Steve,
We are so pleased to hear that your order arrived in good time and that you were happy with the price.
Should you require any further assistance, please do not hesitate to contact us.
Kind regards,
Hayley
Great service from david at this store.
Great service from the Store.
I had quite a big order and David was so helpful advising what was necessary. Also got onto a trade account as will be using this store for my next project.
very happy to recommend excellent service from David.
January 22, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Gillian,
We greatly appreciate the time you have taken to provide us with your lovely review. David will be made aware and will be very pleased.
Kind regards,
Hayley
Excellent customer care.
Excellent impromptu telephone consultation helped me choose the right product.
January 15, 2026
Unprompted review
Reply from The Underfloor Heating Store
Good Afternoon,
Thank you so much for taking the time to leave us feedback of your purchase. We are so pleased to hear that we could assist you with your requirements. Please do not hesitate to contact us for any further requirements you may have.
Kind regards,
Hayley
Reply from The Underfloor Heating Store
Hi Gary,
Thank you for taking the time to leave us a 5* review of your purchase. It is very much appreciated.
Kind regards,
Hayley
Best screed I ever used
Best screed I ever used! Dry quick, easy to use!
Only bad point, they sent me one less tube liquid. But never mind.
January 12, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Krisztian,
Thank you so much for taking the time to leave us a review of your purchase. We are so pleased to hear that you were happy with the screed but apologise sincerely that you were missing one of the tubes of liquid. For any future orders, please do not hesitate to contact us within 48 hours of the delivery to advise of any missing or damaged goods and we will be more than happy to rectify the issue as quickly as possible.
Kind regards,
Hayley
Had trouble getting through on the…
Had trouble getting through on the phone and getting a response back but I guess the company of victims their own success and are so busy when they did Phone back I was able to get the parts I want the next day so all happy with the overall service and will definitely use them again
January 14, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi David,
Thank you so much for taking the time to leave us a review of your purchase. We are sorry to hear that you had trouble getting through to us on the phone. Our phones lines are especially busy in the winter months. However, if for any future requirements, you are unable to get through to us via telephone, please do not hesitate to drop us an email and we will get back to you as quickly as possible.
We are glad to hear that we were able to get back to you and assist you with what you needed. Please do not hesitate to contact us for any other requirements you may have.
Kind regards,
Hayley
the right parts came and they worked…
the right parts came and they worked fine.
January 12, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Stephen,
Thank you for taking the time to leave us a review of your purchase. It is very much appreciated.
Kind regards,
Hayley
Gave me advice to buy incorrect product…
Gave me advice to buy incorrect product and then would not process a return. 6 thermostats in total. Poor poor customer service.
January 15, 2026
Unprompted review
Reply from The Underfloor Heating Store
Hi Richard,
Thank you for taking the time to leave us a review of your purchase experience. Your order was placed on our website and unfortunately there is not record of us being contacted by yourself prior to your purchase. We received a phone call from you 3 months after the purchase and you had advised us that you had purchased the wrong thermostats and had also installed some of them. As per our returns policy, unwanted items must be returned within 30 days of the delivery date and in their original unused state and packaging. We apologise for any inconvenience caused.
Kind regards,
Hayley
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