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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Knowledgeable and easy aftercare
We moved into a new apartment and found that the tap leaked on full power. The plumbers came and declared (without any inspection!) that it needed a new tap.
I contacted Perrin & Rowe who advised that a 'self-repair' would be possible with a free o-ring kit that they would provide.
It arrived the next day and it was easy to fit and the tap hasn't leaked since.
Thank you Craig and the Perrin & Rowe team.
12 maart 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Paul, Sorry for the delay in responding to your review. Thank you for taking the time to write, and for your kind comments. Our taps are designed and made in Britain, and our aim is to make them straightforward to maintain without needing to be replaced. Hopefully having 'adopted' the Perrin & Rowe tap, you will enjoy using it! Please feel free to contact us again if we can be of further help.
Antwoord van Perrin & Rowe
Dear John, Just a brief note to thank you for posting a Trustpilot review of Perrin & Rowe, and for your kind comment. Please do not hesitate to contact us, at any stage in the life of your tap, if you need advice or assistance.
I had the absolute pleasure of speaking with Debbie
I had the absolute pleasure of speaking with Debbie at Perrin & Rowe while ordering a tap seal/spout kit. I accidentally ended up in the business department, but Debbie went above and beyond to assist me anyway. She was incredibly kind, knowledgeable, and one of the most helpful people I’ve dealt with in a long time.
The ordering process was smooth, and she made everything so easy. The part has been ordered, and delivery is expected within 3–5 days. If every customer service experience were like this, the world would be a much better place!
Highly recommend Perrin & Rowe—not just for their products, but for their outstanding customer service. Thank you, Debbie!
4 april 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Mandi, Thank you for taking the time to write such a detailed review of Perrin & Rowe on Trustpilot. We very much appreciate it, and your kind comments on our service. If you find you need any assistance installing the new part, please do not hesitate to call the Customer Service team, and remember that they are available for help throughout the life of your tap.
Great customer service from Olivia
Great customer service from Olivia. Needed replacement cartridge for P&R mixer tap still within warranty. Olivia could not have been more helpful. Prompt and friendly replies to emails.
25 maart 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Robyn, Thank you for reviewing Perrin & Rowe on Trustpilot. We're delighted to help, and appreciate your kind comments, which we'll pass on to Olivia. Please feel free to contact us at any point in the future, should you need further assistance.
Great aftermarket / customer service
We have two Perrin and Rowe Phoenician taps which are great quality, I would recommend. After a number of years a small spring on the pull-out spray hose corroded, the customer service team solved the problem and sent out a replacement within a couple of days. Great service.
5 maart 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear customer, Thank you for taking the time to review Perrin & Rowe on Trustpilot. It really is appreciated. We're delighted that you're happy with your Phoenician taps, and they have been serving you well. We stock spares for almost every tap we've ever made, and the taps are designed for home maintenance. So if you do have any issues, at any point in the future, please do not hesitate to call our Customer Services team.
Replacement tap valves: Very friendly customer service and…
Very friendly customer service and efficient follow up.
Thank you
17 maart 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear customer, Just a quick note to thank you for writing a Trustpilot review of Perrin & Rowe and for your kind comments. Hopefully you now have the replacement valves, and if you need any assistance fitting them, please do not hesitate to call the Customer Services team to talk you through it.
Antwoord van Perrin & Rowe
Dear Peter, Just a brief note to thank you for reviewing Perrin & Rowe on Trustpilot. It's greatly appreciated. Please feel free to contact us again, at any point in the future, should you need further assistance.
Very efficient and so helpful
Very efficient and so helpful, no problem for them to assist me and sendinstructions and kit to sort problem out brilliant
11 maart 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Ian, Thank you for reviewing Perrin & Rowe on Trustpilot. It's greatly appreciated. We're very glad we could help resolve your problem. We make Perrin & Rowe taps to last, and stock spares for almost every tap we've ever made, so do feel free to contact us, at any point in the future, if you need further advice or assistance.
Spare Parts
Starting with not knowing what model of tap I have, I sent a photo with details of the leak. Within two days, the spare parts were on their way to me. All thanks to Felix in Customer Care and another person in the Stores Dept ( whose name I cannot remember ), made this a pleasant interaction.
Brendan Marlborough.
11 maart 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Brendan, Thank you for taking the time to review Perrin & Rowe on Trustpilot. We're delighted we could help. Perrin & Rowe taps are designed for straightforward maintenance, and hopefully you'll have no problem fitting the spares - but do feel free to call us if you need assistance. Many thanks once again for your feedback and kind comments.
Helpful Perrin & Rowe Support
Phoned Perrin & Rowe Support, I asked for their email address and sent photos of my tap whilst discussing the problem. They were able to identify my tap and then arrange delivery of the appropriate spares kit, together with a few words of advice on the installation. Very helpful, all done politely, promptly and efficiently. Made a chore a pleasure, thank you.
7 maart 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Rick, Thank you for taking the time to review Perrin & Rowe on Trustpilot. We very much appreciate the detailed feedback and kind comments. Hopefully your tap is now fully working again, but if you need any further assistance, now or in the future, please do not hesitate to contact us.
First Class Customer Service !!!
First Class Customer Service !!!! I have been a customer for many many years, their taps not only look stunning but are of the highest quality. Their customer service is outstanding, they will send comprehensive instructions for fitting etc and have the best warranty on items, always very well organised. Bridgid in customer services is fantastic !!!
27 februari 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Just a brief note to thank you for writing a Trustpilot review of Perrin & Rowe, and for your kind comments. They're very much appreciated, and we'll pass them on to the team. As a Perrin & Rowe owner, you should feel free to call the Customer Services team at any point should you need advice or assistance. Thanks once again.
Hot water cylinder for boiling tap…
Hot water cylinder for boiling tap stopped working. They sent a replacement which arrived within 24 hours, no quibble. Faultless service
25 februari 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Antonia, Thank you for taking the time to review Perrin & Rowe on Trustpilot, and for your kind comments. They are greatly appreciated by the team. Please do not hesitate to call us at any point in the future, should you need advice or assistance.
Really poor after sales service
Initially the product was good, but we noticed a large leak after a couple of years under the sink. The inlet hoses have perished and the tap is jammed. The plumber advised a new tap was needed. We have a 5 year warranty on the tap. Perrin and Rowe took nearly 2 weeks, after sending a reminder, to respond. They then send some new seals which the plumber said he could do nothing with and a new tap was required. Again, another week goes by without responding to emails and reminders sent. Nice products, but the after service has been so disappointing. Ongoing...
21 februari 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Tony, Thank you for taking the time to post a Trustpilot review of Perrin & Rowe. We appreciate all feedback, whether it's positive or not. First, please accept our apologies for the difficulties you've encountered with your tap, and for our slow response to your email. (Do note our Customer Service phone number - 01708 526 361 - for future reference.) We can't identify your case from your first name alone, so would you mind contacting our Customer Services Lead, Wasiq Khan, and confirming your details? Then we can get this resolved for you. His email is - Wasiq.Khan@fbin.com. Many thanks.
Bridget couldn’t have been more…
Bridget couldn’t have been more helpful. Thank you!
20 februari 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Yvonne, Just a brief note to thank you for your review of Perrin & Rowe, and for your kind comment. Please do not hesitate to contact us again, at any point in the future, should you need further assistance or advice.
Faucet Fiasco
Faucet Fiasco: When 'Handmade in England' Just Means 'Good Luck Fixing It'"
I regret spending over £700 on a Perrin & Rowe faucet. These faucets require non-standard screws and tools making even simple repairs a hassle.
From the start, something was wrong—the faucet wobbled every time I used it. A plumber tried to secure it properly but had no luck. This led to a wild goose chase: first to my contractor, then to the local supplier, who ultimately referred me to the manufacturer. After some time, the manufacturer sent me a non-standard extended box wrench, which secured the faucet.
Then, the handle fell off. No plumber or plumbing supply company could find a set screw that fit—neither British nor metric screws worked. I had to go through my contractor again, who eventually managed to get a replacement handle which included the non-standard set screw. However, it did not come with the matching Allen key. I used my own Allen key set, but without achieving a tight fit, it feels janky. I suspect the handle will fall off again soon.
For a premium-priced faucet, I expected quality craftsmanship in line with industry standards. I strongly advise looking elsewhere for a reliable faucet.
28 januari 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Sandra, Thank you for posting such a detailed review of Perrin & Rowe on Trustpilot. We genuinely appreciate all feedback, whether positive or not. Please accept our apologies for the unsatisfactory experience you have had from the beginning. Can we confirm if you are a UK or US customer? (The purchase price is quoted in pounds, but not many UK customers use the word faucet!). If you are a UK customer, could we ask you to directly contact the head of our Customer Services team in Rainham? Email is Wasiq.Khan@fbin.com. If you're in the US, we encourage you to talk to the team out there - (800) 777 - 9762. Thank you again for taking the time to write.
Good products, shame about the service.
Having bought Perrin and Rowe products many years ago for our kitchen and been very impressed by the quality of products, when we decided to have a new bathroom fitted we decided to go for the best quality products we could find. We were also pleased that we could in this instance “buy British”
We placed a substantial order with a bathroom supplier for a number of Perrin and Rowe products, taps, mirrors, tumblers and other accessories. The order was placed and confirmed on 1/11/2024 and we were informed that the items we’d ordered would be on a 10-12 week delivery because they were made to order. Mid January we checked for delivery and were told “any day now” the order would be dispatched.The order arrived last week in January minus the double tumbler holder which we were then informed was discontinued and would not be supplied.
I have telephoned P &R Customer Services several times since then for some sort of explanation, but have had no response, despite several representatives promising to email me with some explanation.
It would seem reasonable to me that if a company is holding a customer’s order for 3 months that they would know what stock is available to fill that order? When the order was placed on 1/11/2024 why wasn’t I told this item would not be available? Or could one not have been reserved to fill this order?
One takes a good deal of time and money planning these not insubstantial home investments. I am very disappointed that a company like P&R do not appear to do the same.
1 november 2024
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Josephine, Thank you for taking the time to provide detailed feedback on your experience with Perrin & Rowe. We genuinely appreciate all comments, positive and negative, and use all criticism to improve. First, thank you for your kind comments about the Perrin & Rowe kitchen products you have had. Our processes are little changed since you purchased those: we still make all our brassware at our foundry in the Black Country, and assemble and test in East London. Second, please accept our apologies for the disappointment you've had with the missing element of your order. It looks like this was a failure of communication between us and the retailer. The product was discontinued, and it shouldn't have been possible to place the full order. We're looking into how that happened, and what we can do to ensure it doesn't happen again, although of course we recognise this doesn't help your situation. We do still make a single tumbler holder, but presumably either one or two of these wouldn't work as well for you? Hopefully you'll find the rest of your brassware order to your satisfaction, but do please contact us, now or in the future, if you need any assistance.
One of the best long term customer service and support I've experienced
Just under 4 years ago, I had a Boiling water tap installed. Very recently, the tap has become stiff and rubber o-ring around the tap's ball joint perished causing slight dripping.
Not wanting to risk further damage to the tap by trying to dismantle it myself, I decide to contact customer services. I was helped along by Olivia, who sent the spare parts, and she very patiently offered advice via email, back and forth at every step of the process, as I managed to by myself replace parts without the need of a professional.
(Do note I do have a small amount of DIY knowledge and know how to turn off the water in the pipes running to the tap!)
Overall though, I must say, there was no hesitation in providing spare parts (free of charge) and the level and detail of the help and support I've been provided with is definitely amongst the best I've experienced with any product or company.
Their products are expensive, but the quality of the product and the aftersale care more than justifies this.
30 januari 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Johnnie, Thank you for taking the time to write such a detailed review of Perrin & Rowe, and for your kind comments about the tap and our service. Reviews like this make a big difference to us, as an artisan British manufacturer. We do design our taps to be maintained without necessarily requiring professional assistance, and you were absolutely right to get our Customer Services team to walk you through the process. We're delighted to hear that yours is now fully operational again. Please do not hesitate to contact us again, at any point in the future, should you need further advice or assistance.
Excellent customer service
Needed a new cartridge for 30 year old tap but didn’t know model. Phoned - Bridget explain what to do, Felix came back with part number to be (easily) ordered. Good tracking with reliable courier. Perfect fit part. Old tap ‘as good as new’ !!
29 januari 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Nick, Thank you for taking the time to review Perrin & Rowe on Trustpilot. It's always good to hear from people who've had their Perrin & Rowe tap for decades! We stock parts for almost every tap we've ever made, and there's no reason why your tap shouldn't have many more years satisfactory service ahead. Please do not hesitate to contact us, at any time in the future, should you need further advice or assistance.
Ease in resolving issue
Superb customer service in resolving an issue with my kitchen tap (Perrin & Rowe single monobloc). Required part (diffuser) arrived in a few days and tap now back to full action.
21 januari 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear John, Thank you for taking the time to review Perrin & Rowe on Trustpilot, and for your kind comments. We're delighted that your tap is fully operational once again. They are designed to last a long time, with occasional maintenance, and our aim is to stock parts for virtually every tap we've ever made. Please do not hesitate to contact us again in the future if you need further assistance.
Excellent customer service
My Perrin & Rowe tap was leaking via the screw at the back. I contacted customer services to ask how to fix this...Can I do this myself? Do I need a plumber? Do I need a space part? I received a return email which gave me the link to buy the washer kit that would solve this. It was so helpful. This is the second time I have contacted Perrin & Rowe and in both instances they have been excellent.
20 januari 2025
Review zonder uitnodiging
Antwoord van Perrin & Rowe
Dear Wendy, Just a short note to thank you for reviewing Perrin & Rowe on Trustpilot. Each review really does make a difference to us, and we greatly appreciate it. Hopefully your tap is now working without any leakage, but if you need any further assistance, now or in the future, please do not hesitate to contact us.
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