Roxor Group Ltd Reviews 

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.

Bought a shower mixer 12 years ago. Called today with serious problems, customer service were fast to identify and offer solutions. It turns out it wasnt such a serious issue after all! Very happy with advice, speed of answer, and information given. Will now definatly use again. Thank you KR!

Amazing customer service, so efficient, highly recommend. Thank you

After experiencing a problem with a leaking exposed riser pipe for a Hudson Reed traditional thermostatic valve shower, I tried everywhere to obtain some 18mm chrome pipe. It's a rare commodity. Eventually, contacted Roxor and they searched their warehouse and sent me the small length I needed to replace one section of the shower riser pipe. Thanks so much to Deborah whose customer service was just brilliant. They even sent it free of charge. We now have a fully functioning shower and have not had to replace the entire shower unit for the sake of a small section of pipework. Thank you once again. Very friendly and helpful. 10/10

Great service, I've called them twice over the last 2 weeks for advice and a replacement part for an incorrectly machined tap component. They've been very helpful and polite, a trusted company. Thank you.

I ordered what was sold a compatible 1/4 turn tap cartridge for my basin taps.

It out turned out that they weren't compatible and went I e-mailed them, I found their customer services unhelpful.

They did not even tell me that the correct replacement parts were available to purchase.

In spite of this lack of information I managed to find a lovely site, with very helpful staff, who found me the correct part at a very competitive price. It arrived the next day and was fitted and working beautifully.

It would seem that their "support" desk doesn't. It needs to adopt a more altruistic and helpful attitude.

Not impressed.

ROXOR GROUP / NUIE BATHROOMS

UPDATE: 09/09/22
Dear Roxor Team
By your own admission your product imagery is fake and not representative of what the actual product looks like which is false advertising. The product is unusable and we would like a refund please?

We purchased a £330.00 wet room screen and return panel from WeLoveBathrooms.com and manufactured by NUIE BATHROOMS/ROXOR GROUP. The shower glass is 10mm shorter than the wall profile panel which holds it in place. Bizarrely they are supplied together and look horrendous and unfinished just utterly ridiculous. According to Nuie Bathrooms/Roxor Group this is correct and how it's meant to be...although all the pictures on their website and everywhere else for that matter do not show this flaw, they show perfectly matched height shower screen glass and wall profiles.

When I made contact with NUIE BATHROOMS/ROXOR GROUP for help I was told the images used for advertising were 'Lifestyle images' Lifestyle images are a representation and not a live product so they can differ slightly.

WOW, false advertising of products and components and they think this is ok!!! Trading Standards may have a different view.

The customer service is appalling and basically said tough...not our problem!! So the upshot is, we spent thousands of pounds on a new bathroom and fitter and the final thing to be installed is the shower glass and it's a disaster....

If you sell flawed or faulty products you need to be prepared to do something about it...that's what people will remember.

Dear

A very inadequate response!

I’m sure other customers and Trading Standards would disagree with your take on ‘differing and lifestyle images’ which are not representative of the actual products being purchased.

The fixings included with the return panel are a completely different colour from the profile as I stated below so again, sub-standard products.

Kind regards

(Roxor Group)
2 Sept 2022, 11:05 BST
Morning

Lifestyle images are a representation and not a live product so they can differ slightly. We can send the cover caps for the top of the profile ?

Other than that if you are not entirely satisfied with the products you will need to go back to your retailer to see if you can return them (they may not do this with you having fit the items though)

We cannot send new product out as they will be the same as what you have and you are not happy with them

Thanks
Rachael


Dear

It doesn’t matter what you call the images, if they are not representative of the actual product being sold then that’s false advertising. There were no caps included in the shower glass box, there are fixings for the return panel which are a completely different colour to the wall profile panel that came with it!

Even if caps were supplied it would look ridiculous and proud of the glass and is regarded as sub standard

Kind regards


(Roxor Group)
2 Sept 2022, 10:42 BST
Morning

These images on our website are lifestyle images and not actually live images of the products. We could open boxes in the warehouse of the wet room screens and all of the glass would be sat like they are in yours and the images from our showroom
It is not a flaw in the product it is how they are designed and manufactured. Have you got the top caps that sit on the top of the profiles ?

Thanks


Dear

Contrary to the blurry image you have just sent, please see attached the images advertised to sell the 2 items we purchased. Also on your Nuie website this flaw is not shown, all images are clear the glass meets the top of the profile?

Our professional bathroom fitter with 20yrs experience has never seen anything like it…and it is regarded as a flaw. We could not have anticipated this until it was fitted either which puts us in a hugely compromised position. We’ve spent 4 weeks and a fortune refurbing this en-suite bathroom with today as the finish deadline. The shower glass is last to be fitted for obvious reasons and to find out it is flawed is just a horror show.

We need your help to resolve this issue??

Please call me on the number below.

Kind regards


(Roxor Group)
2 Sept 2022, 10:03 BST
Morning

This is correct for these products, please see attached images from the ones in our showroom, you can see that the glass doesn't reach the top of the profile in these. This is the way they are designed

Thanks

Dear
Good to speak to you earlier and as discussed I've attached photographs of
the gap of 10mm at the top of the profile where the glass is too short.
We have just checked the 300mm return panel and sadly it's the same, there
is 10mm gap where the glass doesn't come to the top of the profile which
would look very odd indeed if it had been installed.
As I said our fitter is here and in the process of finishing the bathroom so
we are a bit compromised for time.
Look forward to hearing from you by return.
Kind regards

We ordered a loo seat. A few months later, the toilet seat hing set (which we assumed was chrome, but is actually some kind of plastic in parts), snapped. They provided a replacement seat. This one snapped after 5 months, by which time, we were out of guarantee. 12 months for 2 loo seats that cost hundreds of pounds! It's so sad that people are still buying from a company that don't seem interested in selling quality products.

Purchased a bathroom tap via Amazon despatched by Ultra Finishing and the fixing kit was missing. Phoned UF immediately and was told one would be despatched. It never arrived and when I rang again I was told I have to go through Amazon.

We had had our toilet seat for just under a year when the hinge snapped. A replacement was delivered two days after I emailed the company. I was very happy with the speed of service I received.

Had an issue when drilling the handle holes on a vanity unit; had communication with Karen Rice in customer services. Very pleasant to deal with and resolved my issue quickly and efficiently.

We bought a Milan hinged bathroom glass screen through Victorian Plumbing with 5 years guarantee.
Within 2 years a plastic bit on the hinge got broken.

Via communication through Victorian Plumbing, Ultra Finishing refused to provide a spare part (even at a charge) and the last response was that we need to buy a complete new screen.
If Guarantee means anything to you, then I suggest you avoid Ultra Finishing or anything from Roxor Group (as they are now called)

Awful service, sent wrong Item and they charge me to return it. I would not use this company I would avoid them at any cost.

Karen Rice was exceptionally helpful. Product knowledge second to none and her professional and supportive attitude made her a pleasure to deal with. I’m very grateful for the help.

Had to call roxor today as my shower valve needs a new part. From the first woman, perhaps Gill, who connected me to a very helpful tech dept, thru to the email from Rachel and final call with Deborah I cannot praise them highly enough. Superb customer service executed in a warm and efficient manner. It’s so nice when you know you are being well looked after. Thank you everyone at Roxor.

I have called the team at Ultra Finishing many times over the years and the staff have always been friendly, patient and helpful. My shower is ten years old and they still always find a way to solve any problems I have. Over the last few weeks I have spoken to Debra three times, she has been amazing. Truly great customer service from this company. I would recommend to anybody.

We had a shower installed by MFI (who are no longer in business) but had problems with the valve. Ultra Finishing Ltd and the technical staff have been very helpful with this issue. Professional, responsive and supportive - hence the 5 stars. Thank you for your help.

Order - delivery - fitting
Everything spot on can’t Recomend enough !

DISGUSTING SERVICE. WARNING, DO NOT USE THEM.
I never leave reviews but this is horrendous and i don't want anyone have to go through what I did. I had no hot water for a shower and bath for over three weeks. Contacted them via email/phone multiple times where I was lied to on several occasions after being told a new part was being sent out to me. Sarcastic and no sincere apologies when i chased to find it hadn't been sent out, in fact they didn't even have it in stock and then went on to make excuses like it was a good will gesture anyway. Laughable, it was under warranty and this was never mentioned in the first 20 or so emails/calls. To make matters worse I have an elderly person living with me and they couldn't care less that they couldn't shower, especially in a time like this and it being winter. It's very upsetting, very distressing and very unprofessional. They said a new part was now coming on the 11th and that it would be "sent" out to me straight away, yeah right. As you can imagine i refused there so called solution and have now had to pay out else where. SHOCKING SERVICE. If i could give them minus stars i would.