Aqualisa Showers Reviews 

Waist of time, waiting for my shower for 8 weeks and cancelled my jobs on 3 different ovcasions based on shower didnt turn up to the locker, what a joke of a company
P.S 2 showers replaced once then after while another fire and still waiting, clearly no one cares

Very knowledgeable knew exactly what I needed after asking questions easy to book and an all in price.

Everything was explained really well by Charlie. Was rather disappointed that I have to wait 2 wks for the engineer especially with this hot weather when you really need a shower.

Very quick delivery

It took ages to get through after sending a simple message via email you insisted on phoning rather than emailing the answer back. I hung up three times due to the wait. But once l managed to speak to a human that all went smoothly. Although the sales guy did say the installation time would phone the same day but it’s now 2045 hrs and no call

Although I had to wait for approximately 50 minutes for a pre-booked call-back, Jenifer at Aqualisa was very helpful and incredibly patient when assisting me with our issue with our leaking Aqualisa shower’s 230mm Deluge Head.
Unfortunately, the line wasn’t the best and I needed to get Jenifer to kindly repeat the Terms & Conditions of Aqualisa’s Engineer’s visit, eg having to pay if certain things didn’t meet the criteria.
I was notified at the outset that the call was being recorded, a procedure which I warmly welcome.
Meanwhile, we are looking forward to being contacted by telephone in the coming days by Aqualisa’s engineer in order to arrange a mutually suitable date for their visit to our home.
Tuesday July 28th, 2026. 20:29 BST

Everyone I spoke with was very polite, helpful and well intentioned. However the first call left me hanging on for ab hour and then disconnected. I rang again and once more waited for approaching an hour before I spoke with someone about a service appointment.
Numerous times I was asked to confirm address and shower details which became rather tedious particularly when then said they couldn’t find our shower details.
This is the second time since January 2025 that the shower has failed and the appointment process on both occasions had been long winded and excessive despite the people being lovely.
Finally the messages given on estimated time for you call to be dealt with is wildly inaccurate - the two times I waited one started at 49 minutes and the other 29 minutes. Both increased in time to wait even after waiting half an hour. Infuriating.
Apologies this is not a more positive note but it is accurate!

After 10years of reliable service with my shower - this year has been bad. It broke in January -again in March - cost me £1700+ to replace and has now stopped working again. Thank goodness I have 2 showers
I suspect your assistant I spoke to had a script he had to follow -which he did - but I got the feeling Aqualisa were trying to get out of responsibility

Our old Aqualisa shower started having a few problems but as it’s approx 20 years old thought it was time to replace it! Spoke to Georgie on the phone as wanted to place an order plus arrange install and found her to be very helpful and friendly. Very efficient at her job and made the whole ordering process straightforward.

I was very unimpressed with the fact that my two initial complaints by email were not even acknowledged, even though one was for the attention of the Managing Director. However, eventually Dan dealt with my issue very sympathetically for which I am very grateful.
In addition, your engineer, Luke (based in Guildford) was absolutely fantastic in all respects.

Your representative Dino was very professional, understanding and helpful.

I was initially disappointed that my Aqualisa electric shower had developed a second fault, only three years after it was installed. Unfortunately, the latest fault fell outside the guarantee period and I was concerned that I was then faced with the choice of a very expensive repair or having the shower upgraded/replaced at marginally more cost. I commented to that effect initially on Trustpilot. However, Sophie from the company immediately reached out to me, offering a goodwill related partial refund of the cost. My faith in the company was therefore largely restored by Sophie's prompt and helpful response to my concerns.

Do not purchase products from this company. After our shower product broke down, it was 2.5 weeks wait for them to send a mechanic. After instructing them to not schedule me an appointment, they did so anyway without my consent. I called back the same day waiting in a 45min queue to instruct them to cancel it again, after speaking with the representative, he made significant mistakes, blamed me and then accused me of being rude. I find it incredibly unprofessional.

Great service, fast delivery of replacement part

We booked to have our old Aqualisa shower replaced, requesting that the engineer called after 9am as we have some disability problems. Customer service told us that the visit time would be between 7am and 9am and that they would request but could not guarantee a later call. Then the engineer (called ‘David’) actually came on the 27th July BEFORE 7am, did not ring the doorbell (which we would have heard) and put a card through the letter box to say we’d missed the appointment and very quickly drove off before I could get to the door to let him in. It was as if he’d already decided he did not want to do the job that day. I phoned him on his mobile and he said he’d knocked but had to get on with other jobs and that we now had to rebook with customer service. So after several phone calls, we insisted that Aqualisa urgently come again as we needed the shower and also we had already PREPAID a month ago. So the new appointment was fixed for 7.45 the next day.

The engineer again arrived early but this time we were able to let him in. From the start this man was very obnoxious rude and in a big hurry. He would not listen to my requests, but leapt up into the attic before I could go up to show him the layout. He said he had fitted in our appointment as an extra special favour as he had 9 other jobs to do that day! The shower unit was fitted very quickly and he was in a hurry to leave. I asked him to wait a couple of minutes so he could show my partner Patricia the system and make sure she was happy with the flow rate. He seemed very keen to get away, but I insisted that (as part of reasonable customer service) that he waited a bit to help. Patricia has mobility problems and it took her a short while to get upstairs and into to the bathroom. Whilst standing by the shower she asked David about the control buttons. He TWICE pushed her out of the way to operate the controls. We were very shocked at his attitude. Patricia has scoliosis, is fragile and a fall as a result of being pushed would be very dangerous. Anyway we told him to leave the house which he did in a hurry.

Our appalling treatment by Aqualisa has lead us to request the name of the MD to make a formal complaint.
At the time we were considering calling the police as it was clearly an assault and certainly we are considering legal action.

If nothing else it is clear that this engineer has some anger management problems and should not be anywhere near dealing with customers.

The call back was helpful and Finley was easy to deal with. Polite, knowledgeable and overall of great assistance.

Molly who took the call was excellent, explaining how everything worked, querying access to the property and loft space and parking availability. Paul the engineer gave me a two hour time slot on the day which he adhered to, identified the problem immediately and fixed it within minutes. The only negative was the wait time for the initial call. I tried several times and was held in a queue every time, sometime with a wait time of over 30 minutes. Eventually I used the call back function, which is how Molly then contacted me. All in all a good experience as we've always had with Aqualisa, just that annoying hold on the initial call could be improved.

Excellent service. Precise and knowledgeable information.

Our call was handled by Hollie. Everything was explained clearly and in a very professional manner. Thank you.