The Underfloor Heating Store Reviews 

I had a very disappointing experience with The Underfloor Heating Store regarding both their “lifetime warranty” and the repair company they recommended.

My electric underfloor heating system worked perfectly for around 8 years before developing a fault. Despite advertising a lifetime warranty, the claim was rejected after their recommended repair company (Pureheat Underfloor Heating) stated that the original installation joints were positioned incorrectly.

What I find unreasonable is that:
- the system had been working normally for 8 years if the joints were positioned incorrectly it’s hard to believe it has worked for more than 8 years.
- the exact source of failure was never conclusively identified,
- yet the warranty was still denied without any meaningful attempt to support the customer.

The repair experience with Pureheat was equally frustrating. They demand full payment up front even before they book appointment. I paid £360 for a specialist fault tracing and repair. The engineer identified the likely fault area but carried out no actual repair because access behind the toilet and tiles was required. I was happy to arrange and pay separately for a plumber and toilet removal, but Pureheat then demanded additional charges simply to return and complete the repair. The engineer only stayed there for less than 20 mins!

Their own report states that the repair could proceed once the WC and tiles were removed, so this felt like a continuation of the same repair job rather than a completely new visit.

Overall, I feel the “lifetime warranty” provided very little real protection when a fault eventually occurred, and I was disappointed by both the after-sales support and the handling of the repair process.

I hope the company improves how it supports long-term customers in future.

Great service. We had to swap the type of thermostats we needed after placing and receiving an order for our heating system and Jaime was a great help and swapped it with no issue.

The ordering was all straight forward and the notification from the company giving updates when it's coming and even when I asked them a question the response was quick and I'm very happy with it all

Really easy to order on the website kept informed all the time. Good product at good price.

I was unsure what I needed but Jaime listened to my requirements, recommended suitable products and I ordered. Very fast delivery. Superb service, thank you.

Ordered and delivered next working day. Products all correct to what I ordered.

Very good. Very quick delivery

Fast service and excellent comms.
Unfortunately an item was damaged in transit, but this was quickly resolved through customer service, who sent out a replacement the next day.
Would definitely recommend.

Great, helpful service

Good choice of products, reasonable price and fast delivery. Would definitely recommend this company and will be using again 👍

Second time buying from UFHS.
Really helpful again, Jaime was great and very patient (I called her back a few times!!!). Thanks Jaime, great advice.

Great value and fast delivery!

I phoned up and spoke with Fred brown who was very knowledgeable and had some good ideas on my project... He sent a quote very quickly which I edited and he responded again very quickly. Normally use the online ordering side but this was a little more tricky than just a normal bathroom.... Not a single problem throughout the process and Fred even confirmed that I had placed the order correctly as I needed it next day delivery...a common mistake apparently. Absolute pleasure to deal with and highly recommend.

best customer service to help us keep the job on time.

Great prices and customer service, very helpful when i needed information on a product and again when i needed to adjust an order, would definitely use again.

Excellent phone call advice prior to purchase and rapid delivery
Bravo 👏

Always a pleasure to buy from here. Great products at good prices and a superb service.

Really helpful response to problem with malfunction in 9-year-old thermostatic control; replaced instantly under guarantee. Very pleased!