The Floor Heating Warehouse Avis 

Réponse de The Floor Heating Warehouse

31 mai 2024

Thankyou for your ongoing support Adrian. We look forward to assisting on your next project.

Réponse de The Floor Heating Warehouse

31 mai 2024

Thankyou Paul - we are here if you need any aftersales support.

Réponse de The Floor Heating Warehouse

19 avr. 2024

Thankyou for your feedback Dave. To confirm: you ordered a pallet of underfloor heating and requested it be delivered to your customers address. The courier called your office when at the delivery address and was advised to leave the pallet there as there are workers inside. This detail has all been confirmed by your office. We have images taken by the courier of the pallet at the top of the driveway. It has then been reported to us by the home owner the next day, that the pallet has disappeared and assumed stolen.
We have been working hard to resolve this and gain further information. As previously proven, the pallet was delivered in full to the delivery address as requested. In order to assist your search we have sought further clarification from the couriers who have in turn conducted an internal investigation and then also reported the incident as a theft and a police investigation has commenced. We have received a response back from the carriers insurer on your behalf. Please see this copied below.

Insurer statement says "Both the collecting haulier and the delivering haulier have been deemed to have fulfilled their roles responsibly, ensuring the collection and delivery of the pallet in good order.

It has been reported that the alleged theft occurred from Mr & Mrs P*****"s private property, prompting the involvement of the Police. The delivery depot promptly reported the incident, obtaining a crime reference number. We have reached out to Mr & Mrs P*****"s advising them to contact the Police directly to provide a statement. However, it appears that they have not following up on this recommendation. There is a limited timeframe for Mr & Mrs P*****"s to contact the Police before this case is closed, the case was logged on 13th March from which date, as we are aware, no action has been taken by Mr & Mrs P*****"s

We understand that there was a third party involved who paid for the goods on behalf of Mr & Mrs P*****"s. Nevertheless, as the matter is now under Police investigation, it falls upon Mr & Mrs P*****"s to make any necessary claims through their insurance and settle any outstanding debts with the third party.

As the supplier of the produce, The Floor Heating Warehouse have fulfilled their service obligations, and both hauliers have fulfilled their service requirements. Therefore, neither party bears responsibility for the outcome of the alleged theft"

We do appreciate that these findings may not be the ideal outcome for you. We have attempted to locate the pallet on your behalf but have exhausted all options now as the version of events reported by yourself and the home owner are conflicting and we believe this is hindering the search for the pallet. A discussion between yourself and the person at the delivery address is required we believe and may lead to a more positive outcome.
We apologise and remain dedicated to assisting in any search for your stolen goods.

Réponse de The Floor Heating Warehouse

11 mars 2024

Thankyou Evo. Glad we could assist and good luck with the project.

Réponse de The Floor Heating Warehouse

11 mars 2024

Thanks Simon. If we can be of any further assistance just ask.

Réponse de The Floor Heating Warehouse

20 déc. 2023

Hi James,
thank you for your comments. We note that you have been advised of Heatmiser's (the manufacturer) report for your thermostat and their findings after test and inspection, which highlighted an installation error. We have forwarded you this inspection report along with images of the rear of the unit where the installer had crossed wires which in turn shorted out the unit. We have ensured to supply you with all information throughout and should you require us to send the report to your installer we can do this if it will assist you. Heatmiser have also responded (you can view this on Trustpilot in response to your comments to them) directly but for reference they did reply to you with the following:

Heatmiser wrote:
Hi James
We see you've written a number of reviews relating to the same case where your slimline-E thermostat suffered a failure due to an installation issue. This has been communicated to you by ourselves and your supplier (you didn't buy from us directly) a number of times now.

Réponse de The Floor Heating Warehouse

1 déc. 2023

Dear David, Thankyou for your feedback and we apologise for the banks delay in applying the refund to your account. Your return was received back on 27/11, your refund was processed and actioned by us on the same day on 27/11, this was day 1 of our legally obligated 14 days. We are therefore content that we have obliged within the law on this return and done all within our power to refund this as fast as possible.
We provided you with the banking transaction printout evidence yesterday showing that the return has been actioned by us. Therefore we would recommend you chase your bank using the document we sent to aid their research. The short delay in this refund showing in your account is purely down to banking administration from your card issuing bank and is not abnormal. As a company we cannot do anything to expedite the banks procedures unfortunately.
You have a right to take further action if you prefer - i have copied the legal wording from the government website below for your assistance.
I have no doubt your bank will show the funds imminently but Please do not hesitate to contact me should you require any further assistance.
Taken from UK Government website:
Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’.
You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you.
You must refund the customer within 14 days of receiving the goods back. They do not have to provide a reason.

Réponse de The Floor Heating Warehouse

29 nov. 2023

Thankyou for your feedback. We supply many boards and descriptions and images of all boards are available online and match the products. Apologies for any confusion, we stock a vast range of boards, all of which are of the highest quality and some of the highest compressive strengths and insulation properties available to the underfloor heating market, however we have never stocked an insulation board for water underfloor heating that has a cement layer on top like you mention. The board you have purchased is a Solid Floor Panel and the advice given was that you can pour a self levelling screed/cement layer on top if you choose this installation method (although these boards are of a high compressive strength designed to be tiled directly upon if preferred). The lines in the boards do match perfectly but if you are installaing against a wall that is not square for example you would need to trim the boards with a knife to ensure the lines remain parallel and aligned. Again may we apologise for any confusion - should you wish to return the boards we can offer a refund or exchange for your preferred option.

Réponse de The Floor Heating Warehouse

Actualisé le 20 nov. 2023

Hi Robert, thankyou for your feedback. Firstly we apologise for any inconvenience. Upon investigation we can see that your order was placed on Tuesday (14/11/23) but was placed after our next day delivery 1.00pm cutoff time, and therefore despatched from our warehouse the following morning on a next day delivery service. We have just chased the courier and can now see that the order is on the vehicle for delivery to you today. We have tried calling on your mobile to advise you of this. Please do feel free to call us for any update and we will track your delivery to your door today. We do achieve 99% of deliveries on time but on this occasion we have fallen short of this and will investigate further with the carrier. Once again we apologise.
As an update - we can now see the order has been delivered today. Please do not hesitate to contact us should you have any further queries.

Réponse de The Floor Heating Warehouse

13 nov. 2023

Hi Daniel, we apologise for the delay in your delivery. This order despatched from us correctly on a next day delivery basis but appears to have experienced a slight delay with the courier. 99.9% of orders are delivered by our couriers on a next day basis but i can see that for some reason this has not happened on this occasion and for this we apologise. We have chased the courier and can see that you have now arranged this with the courier. If we can assist any further then please let us know.