Flode Avis 10

Réponse de Flode

11 mars 2026

Thank you so much for your fantastic review! We’re delighted to hear your tap arrived earlier than expected and that you’re pleased with the quality. Providing great products with outstanding service is exactly what we aim for, so it’s wonderful to know we delivered.

We really appreciate your support and hope to serve you again in the future!

Réponse de Flode

11 mars 2026

Thank you for your feedback.
We’re pleased to hear that your tap has been performing well. However, we’re very sorry to read that you were disappointed with your customer service experience. That’s certainly not the impression we want to leave.
With regard to the filters, replacement cartridges have remained available for purchase via our website as well as through major retailers. Regular filter changes are required to maintain performance and to keep the warranty valid, as outlined in our care and warranty guidelines. That said, we understand that sourcing parts can sometimes be frustrating, and we’re always happy to assist customers in locating stock where needed.
We’re also concerned to hear that you felt our communication was rude or unhelpful. That’s not the standard we hold ourselves to, and we would appreciate the opportunity to review this internally.
If you’d be open to it, please contact us directly at hello@flode.co.uk with your details so we can investigate your case further.
Kind regards,
The Flode Team

Réponse de Flode

11 mars 2026

Thank you for your feedback.
We’re very sorry to hear about your experience. A leak within the unit is certainly not what we expect from our products, and we understand how frustrating that must have been — especially after taking the time to install it.
While faults can occasionally occur, they are not typical, and we would always encourage customers to contact our support team directly so we can troubleshoot or arrange a replacement as quickly as possible.
We’re glad to hear that your refund was processed promptly through eBay, but we’re disappointed that we didn’t have the opportunity to resolve this for you first.
If you would consider giving us another try in the future, we’d be more than happy to assist directly to ensure you have a much better experience.
Kind regards,
The Flode Team

Réponse de Flode

11 mars 2026

Thank you for your feedback.
We’re sorry to hear that you’ve been unable to get hold of us — that’s certainly not the experience we want any customer to have. We aim to respond to all enquiries as quickly as possible, so we’re concerned to hear this.
It’s great to know the unit worked well for you during the first year, and we’d really like the opportunity to help with whatever issue you’re now experiencing.
Please contact us directly at hello@flode.co.uk with your order details, and we’ll ensure your enquiry is picked up and handled as a priority.
Kind regards,
The Flode Team

Réponse de Flode

11 mars 2026

Thank you for your feedback.
We’re sorry to hear that you’re experiencing an issue with your tank after 18 months — we understand how frustrating that must be.
Filter replacement is a requirement of the warranty, not only to reduce limescale, but also to maintain overall system performance and protect the internal components. While having a water softener can certainly help with limescale, the filter performs additional functions beyond scale prevention, which is why regular changes are part of the warranty terms.
We also appreciate that the removal of phone support may feel inconvenient. We moved to a written support system to ensure all cases are properly documented and handled as efficiently as possible, but we’re always committed to reviewing each case fairly and in line with our policy.
If you would like us to take another look at your situation, email us with your order details, and we’ll be happy to review the matter again.
Kind regards,
The Flode Team