National Heater Shops Avis 

Great service from Adam and Chris!

I’d give 0 stars for this horrific company if I could.

We ordered an air conditioning unit from National Heater Shops only to be told after payment that they had oversold it and could only offer us a different, more expensive model instead. We accepted the “free upgrade” because we needed an air conditioner during a heatwave.

Unfortunately, the replacement was a huge disappointment. It was extremely heavy, far louder than we had been led to believe, and the exhaust hose didn’t appear to fit correctly. We contacted the company almost immediately to explain that the unit wasn’t suitable and to ask for a refund.

Rather than taking responsibility, National Heater Shops immediately treated this as a “change of mind” return and tried to charge a 25% restocking fee. Only after repeated emails and us explaining why we believed the unit had been misrepresented did they reluctantly reduce that fee to 15%.

The returns process then became genuinely absurd. We were expected to organise and pay for returning a 55kg industrial air conditioning unit, palletised, strapped upright, wrapped in bubble wrap and shrink wrap, despite being private customers with no loading bay or equipment.

We eventually had to arrange an expensive dedicated two-man van ourselves because palletising such a large unit at home simply wasn’t realistic. Even then, we had to chase repeatedly just to obtain confirmation that the depot would accept the delivery.

This entire experience has been exhausting. From overselling products they didn’t have, to supplying a replacement we weren’t originally buying, to forcing customers through an unnecessarily complex and costly returns process, every stage felt like a battle.

Customer service isn’t tested when everything goes right—it’s tested when something goes wrong. In our experience, National Heater Shops consistently prioritised protecting themselves over helping their customer.

I cannot recommend this company. There are plenty of retailers who understand that selling a product is only half the job. One of the worst experiences I’ve ever had, and customer service is nonexistent.

Ordered an ipac 70 air conditioner, got the unit actually earlier than expected, very happy with the service from Chris, thanks again Chris very pleased ⭐⭐⭐⭐⭐

Dealt with Chris on multiple orders now and always happy to help and very responsive.

Great help from the customer service team and kept updated throughout delivery, cooler also works great

I am still waiting for my delivery after 2 weeks! I've had no updates, there is no published complaints procedure, and there is no customer care portal.

DO NOT USE THIS SHODDY EXCUSE OF A COMPANY.
ABSOLUTLEY APPALYING CUSTOMER SERVICE. SAY ONE THING THEN DOES ANOTHER. THESE CLOWNS HAVE COST ME MONEY ON A ORDER CAUSE THERE COMMUNICATION SKILLS ARE ZERO AND MY CUSTOMER HAS COMPLAINED TO ME ABOUT THEIR LACK OF HELP AND SUPPORT,.!
TOLD ME 7-10 DAYS LEAD TIME, THEN WHEN I CHASED UP THE ORDER IT HAD GONE TO 2 X WEEKS LEAD TIME, WHEN I WAS ALREADY ONE WEEK IN, AND THEN WHEN I ASKED TO CANCEL THE ORDER BUT ONLY REFUND ME THE COST OF THE 3 X ADDITIONAL UMBILICAL CORDS THEY THEN SAID THEY ARE GOING TO REFUND THE WHOLE ORDER, ONLY BECAUSE THEY HAD PUT THERE PRICES UP ON THE WEBSITE SO WANTED ME TO REORDER AT THE HIGHER PRICE.!!!
DIDNT THINK PLACED LIKE THIS EXCISTED IN 2026.

The replacement Unico Olympia Splendid air con unit I required was available from stock and at a price that I was extremely happy with. Delivery by Palletforce Ltd - an excellent service from them also, enhanced by the brilliant attitude of their deliver driver

Absolutely dreadful service. Made an order with 'rapid delivery' and promised the order within 4 days. Called on day 5 multiple times and again on day 6. No response other than 'we are checking with the warehouse'. No way to escalate the issue, no tracking and most importantly still no order.

Ordered a water cooler for my business well in advance of the heatwave. It’s taken them two week to tell me my item was lost and that they can only refund and they’re now out of stock, I now can’t get a cooling system anywhere in time so have to close my business for the extremely hot weather.
Waste of time, do not use

Worse customer service ever.

First order was ok delivered to my client without even letting me know .

Second order is a total disaster I’ve paid for extra delivery and the order was sent with DHL e-commerce which is DHL cheaper and slow delivery . However the units had to be deliver maximum on 1/07/2026 today is 03/07/2027 I’ve called National heater and DHL non of them knows what is going on. The guy from National heater promised me a call back with update within an hour no one called back …. So I called at 10am for update then 12 pm then 13pm then 15pm then 16pm then 17pm and all I get is I will have a look I will have a look. Customers are not clowns….. absolutely not acceptable behaviour….

Purchased 2 Fral EVC 70 evaporative air coolers, delivered within 3 days of purchasing and are perfect for cooling down our office spaces.

I ordered a portable air conditioner from National Heater Shops and couldn't be happier with the service. Communication was excellent and my order was processed very quickly. I was told delivery would be on Wednesday but it actually arrived a day early on Tuesday. A smooth, hassle free experience from start to finish. Very happy with both the service and the product. Highly recommended!

Absolutely brilliant service. I was after a portable air conditioner and after scrolling through google (for too long) and being mislead by other websites, I eventually found NHS who appeared to have stock available. I called first to confirm and placed the order just in time for shipping that day. Despite an expected 2-3 day delivery the unit arrived this morning (less that 24hrs)! Big thanks to Adam (and i think Chris who took my second query) for the advice and support. You guys deserve to feature further up the google search list. Brilliant service!! Thanks

The website says they have products "in stock", but dig a little deeper, ask some questions, and it turns out they don't stock anything and this is a dropship business, pretending to be a retailer and stockist.

If they can't be honest at the point of sale then it's anyone's guess how honest they would be if you had a product issue.

I feel like a dodged a bullet and got lucky, by asking a few questions about stock levels.

Very dishonest way to do business in my book.

Quick delivery and prompt response from Chris for queries

Needed a heater and ended up speaking with Steven who was absolutely amazing! Really helpful, honest and an absolute lifesaver! Great customer experience and service.

Great service, I realized we needed the delivery quickly as we were going on holiday at the delivery time. After speaking with them over over the phone after making the order they prioritized our delivery for next day for no extra cost, it was a large delivery too.

Very happy.

Chris was so helpful and answered my quires very quickly so I was able to make a decision straight away and place an order.

Spoke with live agent on chat via website. While we couldn't find exactly what I was after, the support was fantastic and the agent provided links for me to contact and help. Will bear National heater shops in mind for future without a doubt. Thanks