TradeRadiators Avis 604

We received 2 horizontal column radiators on 25 May (nearly £1000) roughly 1.6m and 1.8m long. As our plumber was due to install them and do other work on 6 June, we left them in their packaging to avoid damage. On opening, the plumbers found both radiators to have an extremely poor finish along the top and underneath. Many of the joins between the columns did not have a painted finish, there were gaps in the column joins. Our plumbers had to fit them as our carpet was being laid a few days later - they fitted them with the least poorly finished parts on top. Trade radiators offered replacements when they saw the photos but we declined on the basis that the carpet was fitted and the least risk of damage was to leave them in place and if we did replace them, we would buy elsewhere. If the poor quality finish was only on one radiator I could accept that this was unusual, but both radiators were the same. We accepted a 20% discount as the best way forward and will not buy from them when we update our next room. Be warned,

Terrible customer service and communication. Unexplained delays and failure to provide updates with no accountability. Had to chase for information constantly, otherwise would never have heard from them. Finally advised the courier (Tuffnells) had “lost” our entire pallet of radiators. I am not convinced they were ever shipped based on the experience I had with this company. Unreliable and one to avoid.

Edited to add: I did receive a full refund after weeks of chasing my delivery and following a couple of delayed delivery dates. As mentioned, the company never made contact with me proactively - they only ever responded to my questioning where the delivery was and repeated “chase” emails/ calls. While the delivery issues may have been due to the courier, my order was delayed more than once prior to shipping and without communication. There was no ownership taken and that is entirely down to Trade Radiators. I appreciate the apology but your standard of customer service is in need of review.

AVOID - Ordered 3 double convector radiators at a cost of almost £1000. All arrived damaged, but this wasn't apparent on the packaging, and only became known when the plumber called to install. I can therefore only assume that this company are sending out damaged items. Not only that, the first offer they made was to replace the grill on the damaged ones with some touch up paint - BE WARNED PEOPLE. Would never purchase from this website again.

Amazing Service. When prices are low you are always concerned that something else has to be poor, and it's normally the customer service. I ordered two radiators from this company. When they came one was actually the wrong model (straight instaed of curved bars). The other was right but, when I came to fit it, I decided it was a bit too narrow. I contacted them to explain that one of them they sent was wrong and the other (due to my fault) was too narrow. As way of apology for the wrong one, they offered to exchange the other for a larger one completely free of charge, not even a cost for postage. In fact they actually arranged for collection of the old one. Naturally they also exchanged the other as well for the correct model. This is how customer service should be. Can't recommend them enough.

I can't comment on the quality of the goods, but I'm very qualified to comment on the delivery experience.

I recognise that Covid could (in May 2023) still pose some small potential risk of disruption, but that's no excuse for the frankly appalling delivery arrangements provided by TradeRadiators to its customers.

TradeRadiators use a company called Tuffnells for its delivery services. On Friday 12th May our item status was ‘Out For Delivery’, so we stayed in to receive it. It wasn’t delivered. Today (Saturday 13th May), its status is showing as ‘Arrived at Depot’. How has it gone backwards?

We recognise that this is a question for the courier, but clap, clap, TradeRadiators have chosen a company that wants nothing to do with the public.

The email from TradeRadiators advises us to contact the local depot in the event of a missed delivery or for more information. (tuffnells.co.uk / depots) But that link isn’t even accessible to the public.

They (TradeRadiators) also write “When calling your local delivery depot …” Fat chance. Since there’s no way of finding out where the depots are, I thought I’d try calling Tuffnells. Fat chance again. There’s no telephone number to be found on their website at all. Their FAQs direct all queries to go to the sender.

There is something called MyTuffnells which supposedly allows Tuffnells’ customers to real time get updates on deliveries. This sounds useful, but Tuffnells’ customers in this instance means senders. Recipients are shut out again.

Altogether, Trade Radiators might as well hurl items into a black hole because the delivery partner (Tuffnells) eschews all contact with the public and the instructions provided by Trade Radiators are woefully inadequate.

Now, we have to go out today. If we miss delivery, then we have no way of knowing if delivery will be on Monday 15th, Tuesday 16th … And we can’t check with a depot because that’s a trade secret! And, to cap it all off, we can’t even speak to TradeRadiators because they are closed on Saturday. That really is the cherry on top.

Update 15/05/2023:
Trade Radiators mention on their website the following:

"Signing For Goods

"Once the goods arrive with you, please remember to check that you are signing to certify items arrive in perfect condition. If the packaging looks damaged in any way, please open the item and check it whilst the driver is there to check for damage. If the item is damaged you should refuse the item. If you don’t have time to check the parcel, you must sign for the item as ‘UNCHECKED’. NOTE: Sorry, we will not accept returns for items that have been damaged by the courier and then signed for as in perfect condition, as we cannot claim for these damages. If in doubt ensure you sign for items as ‘UNCHECKED’. Please note that during COVID deliveries will be socially distant and contactless.

"Damages or Missing Items

"Please inspect all goods on arrival for any damages, faulty or missing items and notify us of any problems within 3 working days of receipt of your goods. Trade Radiators cannot be held responsible for damaged/missing/faulty items reported after this time as clearly stated in our Terms & Conditions."

I took receipt of this order approximately 30 minutes ago. When I asked the delivery driver to give me a moment to inspect the items he said rather pointedly “That’s not my job. Any issues are dealt with via returns.” The digital sign device was thrust at me, upside down, I might add. I couldn’t see any section where I could indicate that I was signing for the goods ‘Unchecked’.

This disclaimer/waiver from TradeRadiators is a total abdication of responsibility. No courier in the land will wait while you open and inspect large items, particularly multiple-order items. They barely have enough time to drive to national speed limits, let alone wait for goods to be inspected on arrival!

I emailed Trade Radiators to notify them that the order was delivered and signed-for ‘unchecked’.

Great product, and quick response to emails to confirm delivery info.

We bought a column Apollo radiator with a RAL colour. Easy ordering from Trade radiators. Also easy to request the RAL colour samples from Apollo. Emailed them with the RAL numbers and the metal swatches arrived the next day. Absolutely beautiful radiator! So pleased.

Orders placed two weeks ago, chased delivery, to be told out of stock

Amanda was brilliant when I rang to talk valves. I ordered the radiator quite late in the day so she said it might not come next day! It did! Was absolutely delighted after a bad experience with a previous company.

Delivery was quick and simple, radiators came at a great price. What's not to like!!

Prompt delivery.Good quality product and ease of ordering

The rad's were well packed and arrived on time in good condition

Ordered a radiator which was delivered promptly. Driver was happy to wait while I checked condition of parcel. It was well packaged.

Swift service. I ordered this at 8pm Tuesday and it arrived on Thursday

had an email notification in regards to the change of a product, which was easily rectified with a phone call and then a swift and very prompt delivery delivery.

The product was on time and with me being disabled I shouted to see who it was and brought the radiator Wright in.
Thankyou so much
S l kirby

Very pleased. Needed an odd size to replace existing rad in bathroom and saw one on sale here. It came the next day and looks really good now fitted and did not have to alter existing holes in flooring. great.

Ordered radiator, I ordered the wrong one, had to return and ask for a refund.
Good customer service, both by email and phone, just one gripe, they said they would collect it, which they did at a cost of £30 which I felt was far too much.