Roxor Group Ltd Reviews 124

They are one of the worst the delivery driver is didn’t even have no idea where is he going? And where is it coming? What is he doing? Is uploading a picture wherever if you like and he say he does not find my address and he called me. I did not answer all the nonsense as well they are unexperienced plaster call Centre is bad as well. No wonder they are rating is below average very bad.

Can’t be bothered to reply to customer emails.

Take the money and run type of company!!

The shower screen leaks, apparently its not covered under their lifetime warranty as there is limescale outside the shower on the rim. This is because it leaks!!!! Won't replace the item. Rude customer service staff. Utter waste of money on the item.

If I could leave no stars I would.

We have had nothing but issues. Products constantly arriving damaged, being sold products that were not fit for purpose and the latest an item that was meant to arrive last Thursday has still not been shipped.

They come up with constant excuses, trying to blame anyone but themselves.

Avoid

Items delivered with damaged boxes and packing inside box was all broken too.shower tray damaged on corner. Absolutely rubbish. I emailed them and will not replace. Avoid at all cost.!!!!!!!!

Twice I have tried to buy a toilet supplied by this outfit Once with Toolstation and then with Homebase In both cases the toilet didnt appear No tracking Useless customer service Unbelievable

Very disappointed. I purchased the JTY486 – Nuie Square Thermostatic Bar Mixer Shower with Shower Kit in Matt Black, and it started deteriorating within just six months. I was careful with maintenance, cleaning it twice weekly using Ecover bathroom spray and applying Viakal once a week to manage limescale.

Despite this, the black coating began to wear away after just 3–4 months, revealing the brass underneath.

I contacted the plumbing company I bought it from — along with other Nuie items — and they liaised with Roxor on my behalf. Roxor’s responses were, frankly, unprofessional.

Apparently, the product can only be cleaned with water. That’s right — just water. It’s a shower, constantly exposed to water and daily use, yet we’re expected not to use any antibacterial or limescale products? That’s simply unrealistic and unacceptable for a bathroom fitting.

Bottom line: don’t waste your money. The finish doesn’t last, and the aftercare from Roxor is extremely poor. Very disappointed.

Apparently our order from Robert Dyas, of a bath panel, was to be supplied by this company, under their other name “Ultra Finishing Ltd”. We ordered the item on 20/01/25.
Six weeks later and two broken panels later, we were issued a refund by Robert Dyas, with no real apology from either company.
On no less than FOUR occasions we were told our replacement (after the first broken one arrived) would be with us in 2-3 working days. So we waited in the entire day, between 8am and 6pm as instructed and FOUR TIMES were left without any explanation or bath panel.
Ultra Finishing did not give us a tracking number at all after the first one. So we had no way of knowing when/if the panel was on its way. (Despite the fact that Robert Dyas said “our supplier will be in touch regarding delivery”).
The replacement panel arrived after SIX WEEKS with cracks and breaks in six different places.
Robert Dyas issued a refund without further contact with us and we were left frustrated and without the panel. It’s shockingly bad quality, even without the breaks. And Ultra Finishing Ltd obviously struggle to store/ship them without trashing them.
If you find out your bathroom item is being supplied by this company, I would seriously reconsider!!

Prompt reply to a query, great advice and excellent customer service.

I recently purchased a drain from Tap Warehouse, which turned out to be faulty as the water was not draining properly. I contacted Tap Warehouse three days ago to raise the issue, providing them with proof of the problem. Unfortunately, instead of offering a solution, they informed me that the supplier, Ultra Finishing, would contact me within two days.

It has now been three days, and I have heard nothing from either company. The lack of responsiveness and accountability from both Tap Warehouse and Ultra Finishing has been frustrating. I strongly advise against using Tap Warehouse for plumbing equipment, as their customer service and commitment to resolving issues is far from satisfactory.

We have a toilet pan that is leaking. The company that we brought it from has unfortunately gone into liquidation. However, we have been directed to roxor group. Who supplied the toilet. We have given Roxor group proof of buying the product and it is within the guarantee. They are being evasive and are refusing to honour the guarantee. Not an honourable company in my opinion!

When we bought our house the bathroom had been recently re-fitted with a very nice shower from Roxor with supposedly a 20-year warranty. Both rain and hand shower are now leaking badly (nine years after fitting). Roxor are being very unhelpful. First they won't accept the delivery note which has an order number so clearly that gives them proof of purchase (albeit from the previous owner). Then they say they have no spare parts. Then they say they can't comply with the warranty without a video of the problem. Have you tried taking a video of a leak from the back of a shower? I finally managed it, sent them videos, and now they are back to saying the warranty isn't valid. I have found the replies unhelpful and contradictory and am still trying to get a satisfactory response.

Had a vanity unit fitted that was from this supplier. One year on and its peeling and looks awful. The quality of the product is really poor. When asked for a replacement I was told the unit was not water resistant and it should not get wet..... in a bathroom.

Do not buy from this firm, their products are not fit for purpose and they do not fulfill their manufacturing warranty. They simply evade their warranty responsibilites!

I bought a radiator 4 years ago and it started to rust approximately 2 years after purchasing it, however the enamal has recently started to chip away so we looked into replacing it. We approached the manufacturer directly, they informed me because we didn't contact them as soon as the radiator started to rust, they will not replace it. The fact remains they've sold an item not fit for purpose and it remains under warranty and they still won't replace it.

The fact it has started to rust constitutes this is a manufacturer defect, because it shouldn’t have deteriorated so soon! Yet you continue to evade your warranty responsibilities!

USE A REPUTABLE FIRM THAT CARES FOR THEIR CUSTOMERS!

We have many Hudson Reed products used in our bathroom and they look and function very well. Based on this, we wanted the same unit in our ensuite. The unit appeared to have a fault but on contacting Elliott at Roxon Group in Customer Service, he took up the challenge to help us investigate what the problem was. Fortunately, we have a very good plumber capable of stripping the unit and Elliott was kind enough to organise and distribute the part. Sometimes its the people that really make a difference in a business when they can understand and see that a project is being stalled or held up by a mechanical issue. We are not there yet with fitting the new part, but Elliott - I commend your empathy and understanding and the way you have dealt with us so far - thank you, as your actions have been really appreciated!

If there was an option for 0 stars, they would get it. Absolute joke of a company, and pathetic customer service. Originally ordered around £800 worth of bathroom items from welove, selected a specific delivery date THREE WEEKS in advance. On the day of said expected delivery, my wife took half a day off to wait for the delivery, only to receive a text message at lunch time saying the delivery was going to come the next day, when no one would be home. After trying to speak to both Roxor and welove, they scheduled and promised it would come between 7am and 8am the next Monday. Only to get a text message saying it would be between 9-11, again when no one would be home. Having to speak to welove again, they eventually rescheduled for about 10 days later when someone could be home again. They sent a text message the day before to state delivery between 9-11, only when it passed 11:00, I checked the tracking to find expected delivery between 12-2pm. Called roxor group basically to be told tough, they can’t do anything about it. Never experienced such terrible service in my life, ever! People arrange their lives around deliveries and it has literally cost us money staying off work to wait for it. They couldn’t care less.

We recently carried out a complete bathroom renovation costing £10,000 and made the mistake of choosing a pair of vanity units from Roxor. We had very specific requirements in how these 2 units should fit together to form a single unit of 1200mm width with one unit in a corner against a wall. Roxor informed us that there would be no issue with this arrangement and duly helped themselves to our money.

When the units were installed at the end of the renovation, and after 2 1/2 weeks of mess and stress, we found that the doors open beyond the width of the carcasses on curved hinges so can't be placed together nor against a wall. I was, needless to say, absolutely fuming about this and, through the Bathroom Showroom, tried to contact Roxor. Their advisor tried everything possible to avoid communications but, after some legal threats, I was able to speak to a salesperson. To be fair, he tried to help but Roxor's office staff have singularly failed to come up with a satisfactory solution.

Bearing in mind that they have been told that the units are bonded together and in place with a basin sink on top of the worktop plus associated plumbing, these "professionals" suggested tearing everything out. Oh, they were willing to send new units and a bit of new worktop but we would have to bear the expense, mess and disruption of tearing out a quarter of the bathroom. There is a simpler, cheaper solution for us, and them; making some new doors, but it would require them to have an ounce of competence and regard for their customers which they clearly have not. I've even offered to give them CAD and drawings and our installer has priced everything; basically, we've done their job for them!

Their final message stated that they would do nothing that didn't involve us ripping part of the new bathroom back out; if we didn't accept that then they would simply walk away leaving us to sort out their mess at our own expense. Tellingly, Roxor do not have a customer complaints procedure which is always a sign of a rogue company that thinks it can ride roughshod over it's customers.

As they are clearly not willing to assist in any way that involves any of them getting off their backsides and doing something, I am taking this to Trading Standards and will follow on with litigation.

To anybody thinking about doing any sort of business with Roxor, just don't! They'll happily take your money and don't give a damn about the mess and stress they cause.

Received some spare seals for the shower and just checked the sizing at tops of packet without totally opening. Carefully put them away but on coming to use them, found 3 of 4 damaged; only could have happened in transit. Made contact and explained - replacements despatched without undue fuss. It has to be said that a company which looks after its customers so well, nowadays, is worth a compliment and noted for dealing with for any future requirements.

I bought an item which has had issues since purchase just over a year ago and installed 6 months ago as part of a house renovation.
The item supposedly has a 20 year guarantee.
After contacting the customer service department they renege on the guarantee saying, "this is a serviceable part" even though its only been in use since January this year.

Avoid buying anything from this company as the after service is non existant.

This company manufacture the Huie bathroom range. I bought a vanity unit just over 12 months ago from Amazon supplied by Home Standard. This was manufactured by the Roxor group. Recently we noticed that the drawer finish had blown showing swelling to the melamine surface. I contacted customer services and they said it was water damage caused by ourselves because we had not looked after it properly. RUDE! I investigated further and found that there was a slow seep of water from a manufacturing hole in the ceramic basin. This was very light and would account for the damage occurring over a year without being noticed. They asked for photos and videos which they seem to request often from reviews. First of all my wife and I are pensioners and do look after our house and belongings impeccably. I am 70 with osteoarthritis in my hip and knees. It was very difficult for me to get down on my back and take photos etc. But I did. I supplied a video of the water seepage but they maintained it's clearly not leaking. No it's seeping, as I explained. Long story short, they ruled that there was nothing they could do for me as it was outside the 12 month guarantee. The products had a 5 year guarantee actually. Any problems were my own and they are not responsible.
They obviously work very closely with the retailer who backed up everything they said. Please be aware using this company as they tell lies and think you are lying as well. I expect I will get a response contradicting everything I have said which will be more lies!
The current situation is that I have removed the drawers to prevent further damage and I am cleaning up the drip regularly. I'm very annoyed with their attitude, not that they care. Seeking legal advice now.
This is a joint review as both Home Standard/JT Pickford and the Roxor group because they work hand in hand with each other and they both offer the same poor customer service. Additional info:
All communication with this company was through the retailer Home Standard/JT Pickford. I have supplied my contact details should Roxor Group wish to contact me. I did email the CEO but never got a response.