Roxor Group Ltd Reviews 

Excellent service. Gary and his colleagues did everything possible to help me get to the bottom of my issues with my shower; from emailing me instructions to talking me through trouble shooting whist on the phone.

Seriously, if every company took the same level of customer care as these guys we would all be better off for it.

Glen
North Shields

I have had difficulties finding a plumber to fit a replacement shower valve. The technical services department have been great at giving help to find the correct replacement and sent a washer that I needed free of charge. Fantastic and very friendly service. Thank you so much.

Our shower temperature valve was not adjusting the shower temperature properly. I called the technical department late Friday afternoon to seek help. We did some simple diagnostics over the phone and diagnosed that the thermostatic cartridge had failed. Booked an plumber out through them (so someone knows their kit inside out). Arrived the following Monday, swapped out the cartridges and problem solved!. Everyone involved at every step could not have been more helpful and friendly... from the tech guy at ultra-finishing to the guy that came and fixed the shower. Superb customer service all round.

Just got in touch with Ultra Finishing to order a new part for shower that's 11 years old. Gary knew exactly which part I needed and completed the order in a matter of minutes. Great service.

Inferior products, probably breaking law

The black rubber seal on my sealing screw on my concealed thermostatic valve "shrunk" due to the heat from the thermostat, this made the seal ineffective and caused a leak which ran through to my floor boards and caused substantial damage to my home, I called in and the guy was fast to order replacement sealing screws but had no explanation for why Inferior quality material was used to manufacture this product, surely seals should not shrink?! What's to say the replacement will not shrink and cause another leak, and all I got was "yeah we've heard of this before, it's not good is it", they don't care about the damage this can cause and if it's a known fault there must be customers with my issue too? What is this company doing to cover losses? They should be shut down for not meeting standards and brushing customers off, I'm not surprised to see the negative reviews left here, this company doesn't hold itself accountable for the rubbish it sells.

As the below review, please avoid.

AVOID!

Ordered Hudson Reed, and (now have discovered) that what I actually received was ultra finishing. It is the traditional exposed shower valve and when fixing to the wall it became apparent that it doesn't sit tight to the wall - there is a 5mm gap between the elbows and the wall connection. This distance is governed by the main body of the valve so no realigning can be done to fix this. I spoke to the technical department twice to try to resolve this. The first time I was advised they would review and come back to me... no response received so I called back a week later. This time I spoke to someone else, who advised that this is a known issue with the product and I could double up the cover plates between the elbows and wall to close the gap. Absolutely shocking that this is a known manufacturing defect with the product yet they continue to sell it. This solution is not acceptable as it leaks! I've ended up having to forcibly remove it from the wall (as the hex key supplied were incapable of doing so) and buy another product. Waste of money and waste of time. Avoid at all costs unless you're fond of literally washing money down the drain.

Philip in the technical dept helped me resolve a long standing issue with my toilet and was very nice and helpful and even made me laugh when I was at the end of my tether with everyone else! Thanks Philip.

I have two shower valves 2007 vintage both require some servicing. Spoke to Gary in Technical department who assisted with both valves and the parts required. Happy to recommend the back up service, might be held in a telephone queue but soon got to speak to someone.

The cartridge on my Ultra sequential thermostatic shower valve installed in 2015 failed after 2 years use. Phoned Ultra Finishing to ask about 10 year guarantee but told it did not cover "serviceable parts" i.e. the cartridge. It's like having a car warranty that excludes the engine. Other suppliers of Ultra kit including Victorian Plumbing prominently display this 10 year guarantee. Its rubbish. Furthermore Ultra did not have a replacement cartridge in stock - probably because they cannot keep up with replacements. Told me to find one myself elsewhere. Clearly they could not be bothered. Useless company and kit.

Shocking

I cannot believe this, I came to write a review after receiving no responses from ultra finishing/Hudson reed about finding my spare part and come to find that below there is a positive review from Helen Taylor whom I believe shares the same name as ultra finishing's sales manager/coordinator? Is this a coincidence or is this company writing positive reviews about itself? If so what a joke not surprising if the others are written by the themselves as I complained about Gary and all of a sudden there are several positive reviews that have appeared on this page within twenty four hours, very fishy, please don't be fooled by this, be very careful because ultra finishing don't care and instead of improving their customer relations they are faking reviews to deceive members of the public, absolutely desperate and unbelievable.

Had an issue with a diverter on my shower spoke to Gary in technical .He couldnt do enough for me
,Sorted out my problem and a new one is in the post even though the item was bought through a third party what a guy.Would highly recommend 10/10 Gary great service.

Gary Langham at Ultra Finishing has been very helpful indeed. Gary and the Ultra Finishing business came across in a very professional manner with all of my queries and questions being no trouble at all. I would not hesitate on the future in using Ultra Finishing again. Thank you all in particular Gary.

Rubbish service and product knowledge

i called this company to find out some information on my shower door, i spoke to a lady called charlotte collinson who was in charge that day but couldn't asnwer my simple questions just sounded like she wasn't understanding anything, why make people such people managers who don't understand the industry or the products they sell all day, i was then passed onto a supposedly technical customer service queue i spoke to kyle who when i asked the question didn't understand either. i was expecting them to be faster at answering instead i was put on hold for over 15 mins and he returned with further help. useless company who have no understanding of their own products, please avoid ultra premier and hudson reed

I won’t be buying from Ultra Finishing again. Taps they supplied don’t work like they should, but their reaction was that there was nothing wrong with them (I beg to differ), so they weren’t going to do anything about the issue. That they now have a dissatisfied customer seems to be of no importance to them. “Tough luck” would seem to be the mantra of their customer services people. Fortunately, I was recommended someone who does like to serve his customers and who sorted things out for me, but if Ultra Finishing had done their job properly, it wouldn’t have been necessary.

Bought a hudson Reed themostatic shower valve July 2015. Within the year i had water coming through my kitchen ceiling the cartridge was leaking so after going through cusomer service at Victoria Plumb a new cartridge was sent out. Four weeks ago i went to get a shower no water whats so ever coming out of it. I got in touch witn VP again. they wanted me to send pic of shower installed which i did over a week later i hadnt heard anything so i rung them back up to be told i needed to ring ultra finishing technnical so i did it took 20 mins to get through to them. They wanted us to remove the cartridge and they talked us through various things to be told cartridge was faulty and they would send us one out. a week later i still hadnt received the cartridge so i got in touch with VP to be told i needed a vat invoice or purchase order to send to ultra finishing why they didn't send it on is beyond me. i rung ultra finishing up and spoke to Eileen after i had had no reply to 2 emails to be told they answered emails as and when and i could take up to a week to reply. some question she asked were were irrelevant all she had to do was look at previous emails from VB to see what problem without going through it all again i found them to be very unprofessional. to say Hudson Reed has the reputation for quality the technical and customer service aspect totally lets them down. i had a Hudson Reed shower for 10 years but the cartridge was made of brass the new ones now more cheaply made which is why i think all these people are complaining and it seems to be the cartridge that goes. My shower is guaranteed for 20 years but the cartridge for 5 years whats the sense in that i wont be buying off Victoria Plumb again or dealing with Ultra finishing as customer service is appalling

Thermostatic shower unit not working after fitting. Spoke to the seller who wanted us to speak to ultra's technical department, which we did. It was agreed that thermostatic cartridge has failed. Promised to deliver replacement valve within 3 days. Today is the 3rd day ( 8th day since we informed seller of the failure and our plumber waits) and it is not even posted yet despite the dealer himself passing the purchase order as proof of purchase on the same day . Also why would one has to give proof of purchase, especially if the call is being arranged by seller ??

I have mixer taps with a 10 year product guarantee and one of the knobs is faulty. Now told that moving parts on taps are only covered by a 12 month guarantee, how you can have swivel mixer taps without moving parts is beyond me. Also told taps are obsolete even though still under warranty.
I have been emailing their technical dept on and off for over a week now and some of the responses are a joke.
The most unhelpful company I have ever dealt with.
Won't buy anymore of their products.

Monday - No hot water from thermostatic mixer shower. Called technical support. They listened to shower operation on phone. Diagnosed failed cartridge. Asked for sight of purchase receipt.
Wednesday - Emailed receipt showing 18m old. Asked for replacement under guarantee or sale of goods act.
Friday - Replacement dispatched.
Shower now working.

I purchased a ladder towel rail which corroded around the valves after 2 years. They replaced it. Now exactly the same has happened and they have told me that they no longer supply this type of rail and that I should contact Travis Perkins from whom I bought it.
Ultra are now on my don't buy from list.

They offer a 10 year warranty on showers and when they go wrong try and tell you that the shower is covered but not spare parts. They work with Victorian Plumbing and between them the customer service is appalling. Five weeks after trying to sort a replacement valve and being promised a replacement, nothing has arrived and neither company have the courtesy to respond. Reported to Trading Standards and next step is small claims on purely principle. Don't use either company if you ever expect anything replaced under warranty.