Very helpful advice from Germaine who went the extra mile to make sure we ordered the right spare part for our kitchen tap, and to make sure it arrived quickly. He even sent me a video by WhatsApp to... Toon meer
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Extremely helpful lady. Very knowledgeable and put me at ease with the issue I had. She arranged for delivery of required part and forwarded fitting instructions in email. Could not fault her.
I have had two extremely positive experiences with Perrin & Rowe support team this year. I found the staff to be helpful, efficient and knowledgeable. It is very reassuring to know they still have rec... Toon meer
Perrin and Rowe are the most amazing company to deal with. I inherited one of their mixer taps when I bought my house in 2020. The tap is probably 13-years old now and some of the consumable parts, wa... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Perrin & Rowe, designer and manufacturer of brassware and sanitaryware. Our Kitchen and Bathroom products are handmade in England to the highest quality standards. Everything we make is designed to last and can be easily maintained with replacement spares readily available to purchase, both online and via Customer Services. Our products are designed to be self-serviceable, no plumber needed. The Technical Customer Service team for all after care support and advice are available as follows: Monday to Thursday: 9am to 5pm GMT Friday: 9am to 3.30pm GMT *Closed Public Holidays*
Contactgegevens
Ferry Lane, RM13 9JY, Rainham, Verenigd Koninkrijk
- +44 (0) 1708 526 361
- customerservices@perrinandrowe.co.uk
- www.perrinandrowe.co.uk
4,7
Uitstekend
486 reviews
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Everyone was very helpful
Everyone was very helpful and did everything they could to resolve my issue.
I had a faulty kitchen tap whic was eventually replaced with a new one, a very satisfactory outcome.
12 september 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dera Michael, Thank you for taking the time to review Perrin & Rowe on Trustpilot. We are sorry that you had problems with your original tap, but pleased to hear that you have received the replacement and are satisfied with the outcome. (If you need any assistance with the installation, please do not hesitate to contact our Customer Services team for advice.) We very much appreciate the kind comments and positive review.
Phoned Perrin&Rowe taps
Phoned Perrin&Rowe to register a Etruscan kitchen tap
Spoke to a lovely & friendly lady
( Brigid ) who gave me advise on what to do if I had any problems with the tap
Good to have a company making taps in Britain A**
12 september 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Elizabeth, Thank you for posting a review of Perrin & Rowe on Trustpilot and for your kind comments. (We'll pass them on to Brigid!) The Etruscan is a bit of a hidden gem in the range, and we really hope you enjoy owning it. Our Customer Services team are available to help for the lifetime of your Etruscan (we stock spares for virtually every tap we have ever made), so please do not hesitate to contact us if you need advice or assistance.
Amazing customer service from Olivia
Amazing customer service from Olivia, who sent me a a replacement part I needed free of charge. Thanks very much
14 september 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Just a brief note to thank you for reviewing Perrin & Rowe on Trustpilot. We very much value your kind comments on our service, and will pass your appreciation on to Olivia. If you need any assistance fitting the replacement part, please do not hesitate to contact our Customer Service team, and they can talk you through it.
Excellent support and a pleasure to…
Excellent support and a pleasure to deal with, Olivia was exceptionally helpful with prompt replies to my emails and arranging swift delivery of replacement parts.
3 september 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Diane, Thank you for writing a Trustpilot review of Perrin & Rowe. We very much appreciate your kind comments, and will pass these onto Olivia. Hopefully you now have the spare parts. If you need any assistance with these please do not hesitate to contact us. We are here to support for the lifetime of your tap.
Excellent customer service experience
Excellent customer service experience, replace part immediately offered.
2 september 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Just a brief note to thank you reviewing Perrin & Rowe on Trustpilot, and for your kind comments. If you need any assistance fitting the spare part, or have any further queries, please do not hesitate to contact us.
Antwoord van Perrin & Rowe
Just a quick note to say thank you for reviewing Perrin & Rowe on Trustpilot. We really appreciate your kind comments on our service. Please feel free to contact us again, at any stage in the life of your tap, if we can be of further assistance.
Faultless service, beautiful products.
I emailed the company over a bank holiday weekend in the quest for help about a leaking tap, attaching a few photos too! I received such a lovely reply as soon as they had returned to work, kindly apologising for my issue and also informing me that a replacement seal set had been dispatched, including a link for the installation details too!
I could honestly ask for no more, what a super company. Absolutely gorgeous taps too!!
26 augustus 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Diane, Thank you for taking the time to review Perrin & Rowe on Trustpilot, and especially for your kind comments. We're sorry you had a issue with the seals, but the new ones should address the leak - do please call our Customer Services team if you need a little help through the installation. Our taps are designed for a long life (and we stock spares for almost every tap we have ever made, most of which can be fitted without a professional) and we hope yours will give you many, many years of satisfactory service.
Good customer service
I contacted customer support because the valves on my 3.5 year old tap had become stiff and squeaky. My tap was purchased through the company fitting my new kitchen so I never saw an invoice for it. I was able to provide the month and year it was delivered, the company it was purchased through and dated photos of it in its box before it was fitted but without the invoice this apparently is not sufficient to register the tap with Perrin and Rowe which I found rather disappointing.
Having said that, Olivia in customer support was very helpful replying promptly to my emails and she provided me with replacement valves without any charge together with fitting instructions. The valves have been fitted and the tap now operates smoothly and quietly as a tap of this quality should be expected to do.
21 augustus 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Janice, Thank you for taking the time to review Perrin & Rowe on Trustpilot. Our taps are designed for simple home maintenance, and it's good to hear that you managed to fit the replacement valves without problems. We do require a receipt to properly register the tap on our system, but as you very fairly noted, we have supplied the replacement parts as if you were registered. To reassure you, our Customer Service team at Rainham are available to assist for the lifetime of your tap, and we stock spares for almost every tap we have ever made. Our aim is to keep your tap working perfectly for a long time.
Renewed my faith in customer service
Renewed my faith in customer service. My hot water tank stopped working but within days of reporting it, a replacement has arrived as I was informed it was still under warranty.
15 augustus 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Lisa, Thank you for writing a review of Perrin & Rowe for Trustpilot. It's very much appreciated. We're sorry that your hot tank failed, and for the inconvenience that will have caused. Hopefully your new tank is up and running now, but if you need any further advice or assistance, at any point, please do not hesitate to contact our Customer Services team here in Rainham.
Thanks to Craig and his infinite…
Thanks to Craig and his infinite patience with us, we managed to take apart our very squeaking kitchen mixer tap and order the correct replacement part. Hoping we can install it when it arrives.
19 augustus 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Georgina, Thank you for reviewing Perrin & Rowe on Trustpilot. Our taps are designed for home maintenance, and we stock spare parts for almost every tap we've ever made. Although we recognise that sometimes you may need someone like Craig to talk you through a process. Please do not hesitate to call our team at Rainham for assistance with the installation of the new part, should you need it. Hopefully your tap will feel like new once it's done. Many thanks once again for the review.
Bridget was very helpful and offered to set up a profile
Bridget was very helpful and offered to set up a profile for me and order my goods. I was a bit worried I’d order the wrong thing. Nothing was too much trouble. Thank you Bridget, you made it very easy
11 augustus 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Karen, Thank you for reviewing Perrin & Rowe on Trustpilot, and for your kind comments. We're glad to hear you found the process easy, and remind you that our Customer Service team are available for advice and assistance for the lifetime of your tap.
Exceptionally kind, generous customer service
I bought a beautiful Perrin & Rowe brass filter tap through another company, and in the process of our kitchen renovations, we mislaid a part. I reached out to Perrin & Rowe in the hope that we might buy a replacement piece, and to my utter surprise they not only had the part, but they offered to send it to my address free of charge! They even activated the 5 year guarantee (even though I'd bought their tap through a different website) and were so helpful and swift to reply. I had honestly expected it would be so tricky to resolve, and at a time when so many companies are providing automated customer service and underwhelming support, this was such an unexpectedly joyful experience. I rarely leave reviews but wanted to express my thanks here.
28 juli 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Nathalie, Thank you for writing such a detailed review of Perrin & Rowe for our Trustpilot page. It is very much appreciated, as are your kind comments on our service. We stock parts for almost every tap we have ever made, with the intention of keeping our taps going for as long as possible. Please feel free to contact us at any point during the lifetime of your tap if you need advice or assistance.
Incredibly helpful customer service
Incredibly helpful customer service team helped us to resolve an issue quickly and efficiently.
Thank you!
30 juli 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Makaya, Thank you for taking the time to review Perrin & Rowe. We very much appreciate the kind comments on our service, and are glad to hear that the issue is resolved. Please do not hesitate to contact us again if we can be of further assistance.
Awful
Awful. Have an instant hot water tap, stopped working completely not once but twice in the last year. Customer service won't send anyone out, they ask you to work out what the problem is so they can sell you spare parts. Do not spend your money on this rubbish.
28 juli 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Paul,
Thank you for taking the time to review Perrin & Rowe on Trustpilot. We do appreciate all feedback, positive or not. Please accept our apologies for the problems you've experienced with the hot tank. Having replaced your original tank under warranty, we recognise your frustration in encountering new issues. (The tanks themselves are sealed units, so there are no spares for these.) Our team would normally go through some simple diagnostics, and if the problem cannot be resolved we would arrange send out a new tank. It's worth noting that the filters should be replaced every six months, and this will both improve the quality of the water and prolong the life of the tank. (It is also a warranty requirement.) Changing the tanks over is usually straightforward, and should not require a plumber. You should now have received a follow-up call from our Customer Services team, but note for the future that calling them direct is the quickest way to get assistance. Our team in Rainham can be reached on 01708 526 361.
Outstanding service
Outstanding service, polite and informative staff.
Was a pleasure to speak to someone who was helpful
21 juli 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Darren, Thank you for taking the time to review Perrin & Rowe on Trustpilot and for your kind comments. We're very glad to help, and remind you that our Customer Services team are available for advice and assistance for the lifetime of your tap.
If you want a boiling hot tap then you…
If you want a boiling hot tap then you have two options:
1. Buy a kettle instead
2. Buy a proper one from Quooker
We have had two units from this company now and they have both gone wrong in under three years. Save yourself the hassle and avoid
16 juli 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Paul, Thank you for reviewing Perrin & Rowe on Trustpilot. We do appreciate all feedback, whether positive or not, with the aim of improving our service. First, please accept our apologies for the problems you've had with your Perrin & Rowe instant hot water tap. Were you provided with a replacement on both the occasions it failed? And did the second one suffer from the same issue as the first? If you're prepared to provide more details, we would very much appreciate it (our Customer Services lead is Wasiq - his email is wasiq.khan@fbin.com). We're very sorry to lose you as a customer.
Outstandingly helpful
Outstandingly helpful. Others could learn on how to do that.
3 juli 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Robin, Just a brief note to thank you for your Trustpilot review of Perrin & Rowe and your kind comment. It's greatly appreciated. Please do not hesitate to call us, at any point, if you need further advice or assistance.
A product without support and no service
Moved into a house with a Perrin & Rowe hot water/boiler tap already installed. It has a very meagre flow and no hot water so I asked if I could pay for a service visit to get us up and running. This is not a service which they offer and likewise cannot recommend any plumbers. Our well established plumbing firm will not touch them. So pretty frustrated and the offer of bits and pieces by post for me to fiddle around with was not enticing. So how to resolve the issue? The Quooker tap is being installed next week! I have had one in a previous house for 10 years love it and fantastic service and that makes all the difference.
27 juni 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Ms Esom, Thank you for taking the time to review Perrin & Rowe on Trustpilot. We do value all feedback, whether positive or not. We're sorry that your Perrin & Rowe instant hot tap wasn't working properly when you moved into your new house. Our customer services team normally go through a diagnostic process to identify the problem, and provide spares/replacement parts as required. Our taps are designed for straightforward home maintenance, and many tasks can be undertaken without incurring the cost of professional assistance. We don't have our own service engineers, nor do we recommend installers, but in our experience it's unusual to find a plumber who will not look at a problem with a Perrin & Rowe tap. (If you're happy to share their details, we'd love to get in touch with them and understand why you received that response.) We are sorry we couldn't get this resolved for you.
The spares website was clear and a…
The spares website was clear and a bonus to have the search facility. I have also been contacted by Olivia who followed up oin my message and has been very quick and professional in her response.
25 juni 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Mr Croome, Thank you for taking the time to review Perrin & Rowe, and for the valuable feedback on our new website. We're glad to assist, and remind you that the Perrin & Rowe customer services team are available for advice and help for the lifetime of your tap.
Excellent Pre-sales Customer Service
Excellent Pre-sales Customer Service
Needed some advice regarding a 3-in-1 filtration tap. Olivia in Customer Service provided the information and documents needed to solve it. Great service and fast replies too.
25 juni 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Just a quick note to thank you for reviewing Perrin & Rowe on Trustpilot. We really appreciate your kind comments, and are very pleased that the problem has been solved. Please feel free to contact the team at any point in the future, should you need further assistance. Love the username, by the way!
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