Aqualla Brassware Ltd Avis 13

I recently contacted Aqualla Brassware about a thermostat lever which a guest had broken. I spoke to Patrick who was super helpful and understanding of my situation and to my astonishment said he would send me a replacement free of charge......which I received a couple of days later. A huge thank you for super customer care.

Extremely poor quality shower and mixer taps. We've had to re-fit everything several times because of badly manufactured fittings. 15mm compression joints are not rocket science to connect but Aqualla joints are troublesome and they will leak unless huge amounts of PTFE TAPE ARE USED. Missing flange nuts, refusal to acknowledge their mixer tap had an O ring leak until we sent a video; all made for an unpleasant experience. Their instructions are a slip of paper with no sensible diagram.

Contacted support for a part No to replace the tap internal presuming I'd be paying for it only to receive a reply from Thomas asking for my address so he could send out an FOC replacement.
Landed next day with a spare nut to remove the brass holding nut which was definitely required.
First class service, thank you

Bought a design collection glide shower, with 2 heads, a rainfall type overhead one and a hand shower.

It turns out now it’s fitted that the controller allows you to use one OR the other but not both. If you’ve any need to rinse your hair with the hand held shower, you will have to turn off the main shower while you do that.

When I contacted support about it in case I had the wrong idea, they at first tried to imply I’d bought the wrong product for what I needed, only when pressed did they concede that actually they only make one valve for it.

My bathroom designer purchased and fitted an Aqualla Power Shower a few years ago for me. I was very happy with it, unfortunately the thermo cartridge went recently. I phoned Aqualla and spoke to Thomas in Tech Support, he was so helpful, he diagnosed the problem and sent the part that was needed, to me next day. My plumber fitted it and it's working perfectly again. The customer service I received was excellent. I'll be buying more of their products.

I purchased some beautiful brassware for 3 bathrooms from Aqualla through a local retailer. The taps, shower, everything was beautiful and good quality so I was very excited to see the finished job.
However, after the first fix the plumber let us down and we had to get someone else to finish off the job, at which point some of the items for the taps, shower, and flush plate were missing. Clearly misplaced by original plumber.
I got in touch with Aqualla direct very distressed as I didn't even know the names of the items and Thomas McAlister was excellent. He helped me to identify the missing parts very quickly and arranged next day delivery for three separate items free of charge. He was a life saver. So thank you very very much.

We bought Aqualla products for the two bathrooms in our house through our bathroom designer. The basin taps, bath taps and shower mixers are beautifully designed and of very good quality. Sadly, the people that carried out the installation weren’t particularly good. We ended up having problems with the shower mixer and needed a replacement cartridge. Rather than going back to the designer I contacted Aqualla support directly. I am glad I did because their customer service is absolutely brilliant. The people who answer the phone are extremely polite and friendly. The person I dealt with the most is Patrick Murray. He is amazing. Super helpful. The spare parts he sent us arrived within a couple of days. His communication was second to none. I couldn’t be happier, and I highly recommend Aqualla for the products and the outstanding customer service.

I recently ordered two bathrooms' worth of shower mixers, shower trays, radiators, and taps from Aqualla Brassware Ltd, and I couldn't be more satisfied with my experience. From the moment I placed my order, I received first-rate service. The point of sale was smooth and efficient, and the delivery was impressively speedy.

The quality of the products is exceptional. I got premium, modern designs at prices you’d expect from high street DIY stores. The after-care support with the installation was also top-notch, ensuring everything was set up perfectly.

Aqualla Brassware Ltd truly exceeded my expectations in every way. I highly recommend them for anyone looking for quality bathroom fixtures at great prices. Thank you for the fantastic service!

Contacted Aqualla because I’d broken one of our fittings in the shower. I didn’t expect that they’d be able to help me but honestly they were amazing… I sent photos and someone called Thomas very kindly sent me the part I needed. It arrived the next day! Very impressive and I’m delighted it’s fixed! Thanks so much.

Very Very please with the Quality they are top end, you wont buy any better. Have had built in showers and taps and the installation is amazingly easy. I really don't get the neg reviews below as the brass were is 1st class in every way well worth every penny, Thank you Aqualla.

I wish I had read reviews. I purchased 3 Georgia basin taps via a local bathroom centre, installed by their fitter in Oct 2021. Within a few weeks the heads of the taps became loose. They require regular tightening which is a nuisance and should not be necessary in new fitments. Last week one of the hot taps no longer turns off! It just spins round. Had to get screwdrivers etc late at night to get the tap turned off after running half the hot water supply down the drain before I could do this. Not able to use hot water tap on washbasin! I thought I was doing a sensible thing by replacing our 24 year old taps which functioned perfectly just a bit scaled up. What a mistake. I now have wobbly and unusable taps! The bathroom centre who supplied taps as part of bathroom upgrade not helpful. Products claim a 12 year warranty.

In late June, I purchased a Fuse Drench Matt Black Shower to replace my current shower which had failed on quality grounds twice in less than two years. One of the main things which swayed my purchase was it's flow rates listed on the technical pdf which I had downloaded from the Aqualla Brassware website. Figures quoted were higher than my current shower so I felt assured that it would function well, if not better than my current shower.

I took possession of the shower a couple of days later and I had managed to speak to a plumber who said he could arrange installation within a week or two. Having reasonably good knowledge of plumbing (I'm not a plumber by trade), I telephoned Aqualla technical support department and, after describing my plumbing system, I asked if they could confirm performance figures for me. When they telephoned back, I was disappointed to learn that the flow rates listed on the technical pdf I had downloaded were incorrect. He went onto explain that they outsource their website to a design company which is where the error occurred. He apologised for the mistake and he said he would email me the correct figures. When I received his email, I was hugely disappointed. I telephoned him back almost immediately to discuss the figures. He said the correct figures meant that their shower would not even come close to matching the performance of my current one. Since this was the case, I decided to return the shower to the retailer for a refund.

As their technical support person explained, the error seems to have emerged from their website design company, but, ultimately, Aqualla would have supplied figures to them. I would have also expected that someone at Aqualla would have proofread the website to make sure everything was correct before going live but this rather important step was obviously missed out.

I contacted Aqualla Brassware via email with regards to my experience which I was clearly very unhappy with. I received a reply from a Customer Service Manager later that same day who said he had spoken to their Technical Support team regarding my situation. He apologised for the confusion on the matter and said he understood my disappointment when I discovered the error in flow rate figures. He went on to say that the error had been escalated to the relevant department and said they would go about getting it amended.

I checked Aqualla Brassware's website a couple of days later to see if the error had been corrected, but, it had not been. While I was there, I discovered two separate technical pdf documents for the model of shower I had purchased. The flow rate figures on both were completely different to each other which made absolutely no sense. I sent another email to Aqualla Brassware with regards to my findings but I never received a reply.

My local retailer had recommended Aqualla Brassware and looking at the reviews here, I thought that my shower problems would be resolved. Sadly, my experience with them was not a good one.

The products they produce for use in bathrooms - are not suitable for er bathrooms. True.

They fail after only 8 months installed (still within the year warranty) - and then they do nothing to rectify it.

Buy another brand.

Appalling aftersales service

EDITED FOLLOWING THEIR REPLY . IT TOOK THEM 2 YEARS TO REPLY. AS THE MIRROR WAS THROWN OUT (IT WAS IN A BAD STATE), I NO LONGER HAD THE RECEIPT. THEY WERE UNABLE TO DO ANYTHING AS I DIDNT HAVE THE RECEIPT. IF THEY HAD RESPONDED IN A MORE TIMELY MANNER, I WOULD HAVE HAD THE RECEIPT AND THEY COULD HAVE DONE SOMETHING. HARDLY FAIR