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Underfloor Store supply everything you need for your next underfloor heating project. From wet and electric underfloor heating system kits, to thermostats from leading brands. We also supply manifolds, spares and much more, all at competitive prices with next day delivery.
Mount Pleasant Road, SO14 0QB, Southampton, United Kingdom
I needed item quickly and ordered it on a Monday afternoon. It arrived the following day. (They're based in Southampton and I live in Scotland)
The price was competitive. I could have got it a wee bit cheaper on Ebay but I'd have had to wait at least a week to receive it.
Don't order online - they wont send it to your delivery address on the invoice address. They'll send it to your personal PayPal address and that's their policy, not an honest mistake (and its £10 shipping for that privilege)
Reply from Underfloor Store
Hi Jaskiran.
As discussed over the phone when an order is placed using PayPal, it is sent to the address PayPal provides. This is communicated at the point of payment and in our delivery information.
This is to protect our customers and ourselves from fraudulent purchases. If an order needs to go to a different address, the address held by PayPal must be updated. To do this, please follow this link. >>>> https://www.paypal.com/us/cshelp/article/how-do-i-add-change-or-remove-a-street-address-on-my-paypal-account-help239
Excellent service I ordered before 2pm and got it delivered the next day! There was options for pre half 10 or 12pm too which was very useful if you have forgotten anything last minute! Will definitely use again
Reply from Underfloor Store
Thank you Hannah for taking the time to review us. Glad the delivery was with you when expected. If you need anything else you know where we are.
We worked together on a shipment to USA and Chris made the whole process smooth. Thank you for this and i definitely recommend this company.
MOODY: Hi there, just put in my email address for a first-order discount but now it is saying that the code is invalid. The code I was given is"FIRST5" and I'm ordering a Heatmiser Neohub G2 for £110.
UNDERFLOORE STORE (CHRISTOPHER): Good afternoon. The code is only valid against orders over£100 excluding vat.
MOODY: Where does it say that?
UNDERFLOORE STORE (CHRISTOPHER): I will ask where this is communicated. I can however confirm that the code will only work for orders over £100 exc vat.
MOODY: Your offer, as shown in the picture, is 5% off my first order if I provide my email address. I provided my email address so would like the discount please
UNDERFLOORE STORE (CHRISTOPHER): Sorry. As I have explained the code will only work for orders over £100 excluding vat. I have asked where this is communicated and will reply once I have this information. If I may have a contact number or email I can get back to you.
MOODY: That's not good enough. Before I put this full transcript, with pictures, on TrustPilot, and you lose my custom, can I ask you to refer this to your supervisor please?
UNDERFLOORE STORE (CHRISTOPHER): There is no need to threaten me with negative reviews to get the outcome you desire. I have already asked you for a contact number or email address so I can respond to you once I have the information I need.
MOODY: I feel there is a need, and it's not a threat, it's a fair process to hold retailers accountable for offers that are not what they advertise. I don't need to give you an email address unless you confirm to me that you are going to send a 5% discount code that will work with my order. Please remain professional and pass my enquiry to your supervisor. Thankyou
UNDERFLOORE STORE (CHRISTOPHER): If you do not wish to give me an email address, how would you like me to communicate the answer once I have that information?
MOODY: OK, final question. Are you going to provide me with a 5% discount code as per your clear offer that I have sent you a picture of within this chat? Or refer me to your supervisor?
UNDERFLOORE STORE (CHRISTOPHER): As I have said previously, I am on the understanding that the offer refers to orders over £100 excluding VAT. This is why the code is not working. I will question this for you and come back to you with an answer. If you do not wish to leave a means for me to respond please leave your chat window open.
MOODY: I'm making the assumption you are referring to your supervisor and so will keep the chat window open
UNDERFLOORE STORE (CHRISTOPHER): I will reply once I have confirmation.
I have been advised that it is as I originally suggested that the code is only valid for orders over £100 excluding vat. The pop-up was amended with this information removed in error. Apologies that it wasn't where it should have been but thank you for letting me know so I can get the correct information back where it should have been.
MOODY: OK, so you made a clear offer (in error) but you are refusing to stand by it?
UNDERFLOORE STORE (CHRISTOPHER): We thank you for bringing this to our attention but the code is only valid for orders over £100 excluding vat.
MOODY: OK, the full transcript will be going on TrustPilot so that the conversation is represented fairly. I have to say that it is very dishonourable for s retailer not to stand by an offer once the consideration has been provided, and I'm not even sure if it's legal. Hopefully, your responses above represent the views of your employer
Reply from Underfloor Store
Good morning, Moody. Thank you for bringing this to our attention. We are currently investigating this matter and will provide an update as soon as possible
Hi Moody, thank you for your patience while we investigated this issue.
The discount code FIRST5 is intended for orders over £100, excluding VAT. We acknowledge that the pop-up mistakenly displayed incomplete information after an amendment yesterday morning. We apologise for this oversight and appreciate you pointing it out, allowing us to promptly correct the error.
We understand your frustration and regret any inconvenience this may have caused. If you have already placed an order, please contact us so that the discount can be applied and refunded. If you have not yet placed your order, please contact us before doing so.
We placed a couple of orders for UFH equipment from underfloor store. They were in stock, dispatched quickly, well packaged and at a good price.
Reply from Underfloor Store
Thank you for your feedback! We're delighted to hear that you had a positive experience with your recent orders and have met your expectations regarding stock availability, prompt dispatch, secure packaging, and competitive pricing. If you need any further assistance we're here to help. Thanks again for choosing Underfloor Store
I know there are some negative reviews on here and I’m really surprised by this.
We’ve used Underfloor Store previously and never had any issues but the one thing I want to touch on is my experience today.
We have had a customer that has had issues with their UFH control centre and a replacement was required. Having contacted the manufacturer, they advised that this part was obsolete and replacement control, thermostats and actuators would be required. The manufacturers technical team provided a spec for the system and when the parts came to be fitted, it was all completely wrong.
This is where Underfloor Store came in. I put an online enquiry in on the website and the lovely Chris gave me a call not long after. He was super helpful in making sure everything we were getting was compatible and went above and beyond what I would have expected.
Really, really pleased!
Reply from Underfloor Store
Good afternoon and thank you for taking the time to leave a review.
We are delighted to hear that you are pleased with how Chris took on your enquiry. He does like to get stuck in with customer enquiries and works well with customers and suppliers alike.
Your feedback has been fed back to Chris, he had a little smile on his face so thank you for making his day!
From all the team, thank you and we look forward to working with you again.
Had an issue with my underfloor heating. Needed some spare parts and although the parts are no longer available Underfloor Store gave me various options with no hard sell.
Currently considering what I do next and will more than likely be back to make a purchase.
Reply from Underfloor Store
Good afternoon Phillip, thank you for taking the time to share your feedback.
It's a nightmare when you only need a low-value part but then look at spending more. We won't put pressure on whatever the potential order value.
We will suggest and advise and then leave it to you to make the final decision. If you come back to us we appreciate your business, if you go elsewhere we hope you get the same.
Received a faulty wiring centre. Customer service was absolutely abysmal. It took over three months to process a refund for 60% of the original purchase price. Issues include attempts to process a refund using incorrect customer data. During this time I was left without a working heating system. Needless to say I strongly recommend against doing business with underfloorstore.co.uk. I understand that things can go wrong. A good business tries to fix issues for their customers and not mess them about like underfloorstore.co.uk.
Reply from Underfloor Store
Good morning. May we have further information about your order so we can look into this for you?
Several issues you have raised don't sit right with us, so we would like to look at what has happened and respond with a detailed response.
Thank you for bringing this to our attention.
The Underfloor Store team.
Thank you for the further information that was supplied to us. We will look into your order and respond in 2 working days.
Good morning. After taking a look at your order we can see the following:
Your order was placed on 24/08/2020. On 04/03/2021 you emailed in to advise that you discovered a fault after opening it. On 18/03/2021 we emailed you to advise that we had received your return. On 26/03/2023, you emailed to request that we let you know by 8/04/2023 if we would repair/replace/refund.
The item in question was sent to Danfoss to be inspected. Unfortunately, there was a delay due to a backlog of inspections following COVID that saw returns take longer than we would have liked. We kept you updated as to where Danfoss were with your return and were thankful for your understanding at the time. Eventually, we decided to offer you a refund due to the length of time that this was taking. Due to the time from the order being placed, and delivered and your notifying us of a suspected fault from opening the unit and in line with our obligations we offered a refund of half the order value due to the time that you had the unit before it being opened.
To refund your order we used the original payment method (PayPal) but this was returned to us. We then asked you for your bank details, you also gave us another PayPal account to use. Due to there being different PayPal accounts and 3 addresses, 1 in Germany, 1 in Northern Ireland and 1 in the Republic of Ireland given to us for a refund/replacement, there was some confusion which led to a delay with the refund. Coupled with the delays resulting from COVID things didn't go as quickly as we would have liked, again we apologise for that.
On 26/06/2021 you emailed to thank us for the refund. We would have been more than willing at that time to discuss this with you had contact been made back in 2021.
One of the worst companies I ever dealt with! Ordered 5 units, only 1 was delivered. Upon contacting them by mail, toke them 1 day to reply that my goods would be sent the following day (already 2 days delay). Another 2 days later, still nothing. Nearly impossible to get them on the phone. Had to resource to PayPal resolution center to get my money back! And they even had the nerve to offer a partial refund! Imagine that!
First rate con artists for sure! Do your best to avoid this company.
Follow up: Underfloorstore has replied to this feedback. They left out a lot of important detail's: They had ample time to inform me the parts were out of stock (WHICH THEY NEVER DID!), and provided no explanation for the unforgivable detail of the partial refund, among other bits. Underfloorstore reply is fishy at best.
Reply from Underfloor Store
Hi Nuno, we’re sorry that your order did not meet your expectations, we can appreciate how frustrating it can be. Due to stock availability with Heatmiser, we were only able to send one thermostat to you, with the remaining four to follow. Following your initial contact, we attempted to get hold of you to offer you a refund for the 4 outstanding thermostats or return the thermostat you’d received for a full refund. Unfortunately, we did not hear back from you, instead receiving a Paypal claim which we did not dispute.
We do have a number of ways for customers to get in touch including online chat, WhatsApp, and email and if needed a message can be left if our phone lines are busy.
Excellent service, ordered at the weekend, parcel arrived on Tuesday.
First time order. Delivered to our billing address and NOT site address as order confirmation confirmed.
Completely uninterested in rectifying the issue resulting in added cost and delay in completing the job. To add insult to injury apparently this is their regular policy but they don’t feel it’s required to let the buyer know the goods will not turn up as expected.
Unprofessional, unhelpful, misleading.
Reply from Underfloor Store
Thank you for taking the time to write about your experience. We are sorry to hear that your first order with us did not meet your expectations, however, it is our policy to deliver orders to the billing address unless otherwise agreed as we explained via our recent phone conversation.
Your order did not pass through some of our security measures for high ticket items, therefore we did not want the risk of your items going missing once delivered to its destination.
We apologise for the inconvenience caused and if there is anything further that we can do to help, please get in touch.
From the clear photographs and item descriptions on the web site through to delivery - all excellent.
Reply from Underfloor Store
Thank you for taking the time to leave us a positive review, we really appreciate it - Chris@underfloorstore
Great company to deal with. Very helpful advice and very prompt deliveries
Reply from Underfloor Store
Thank you for your positive review Francis. We look forward to dealing with you again - Chris @underfloorstore
Reply from Underfloor Store
Thank you for your positive review Fraser - Chris@underfloorstore
Ordered some bits and the actuators that were sent were wrong, emailed to say they were the wrong type and a replacement package was sent out the next day. Excellent service
Reply from Underfloor Store
Thanks for taking the time to leave us a review Ben, pleased we were able to get the correct actuators to you quickly - Chris@underfloorstore
Reply from Underfloor Store
Thanks for taking the time to leave a positive review Clive. Chris@underfloorstore
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