Hanstrom Arvostelua 297

Terrible Customer Service – Would Not Recommend

We ordered a faucet from Hanstrom and had an incredibly disappointing experience from start to finish. After a full month with no shipping confirmation, I reached out through their contact page and by replying to the invoice email — four times — with no response. It wasn’t until I contacted them through social media that I finally received an answer.

Their response? That the order had been missed, likely because a team member didn’t understand how to ship via DHL to Canada. They offered a free filter as a goodwill gesture, but the real issue was never properly addressed. If your team doesn’t know how to ship internationally, that’s something that should be resolved internally — not something the customer should bear the consequences of.

The delay significantly impacted our kitchen renovation timeline, and while the filter was appreciated, it felt like a shallow offer considering the level of disruption and lack of communication.

What’s even more concerning is that I had to resort to social media just to get a basic response. It raises serious concerns about how any post-purchase support would be handled if something went wrong with the product down the line.

Ultimately, we decided to request a refund, as we lost all confidence in the company. I honestly feared we’d lost our $2000 until I pushed through social media channels. This was a terrible experience, and I would absolutely not recommend Hanstrom to anyone. Poor service, poor communication, and a complete lack of accountability.

Bought 3-in-1 handstrom tap which we are very happy with, small issue with boiler, wrote to help team quick response all sorted. Thank you for sorting

Slight problem with first unit sent.
The customer care was excellent and a new one has been dispatched.
Very satisfied.

Love our hot water tap, wouldn’t want to be without it now. Small boiler issue resolved with excellent customer service from Ahmed.

Bought the hot tap and boiler set. Stopped working about 2 weeks outside the 1 year warranty.
Filter has been changed when required but still hasn’t prevented it going faulty.
Would not buy this product due to the working time scale and low warranty

Good product and great customer service

Delighted with the customer care. I had a small issue with the boiler, and the team bent over backwards to help me. We love our hot water tap, it has been a game changer in our new kitchen, and everyone that visits goes home and buys this model. It's a fraction of the cost of competitors, and probably better. Thanks for your customer care guys.

Good quality tap and good customer service

I bought a Hanstrom 3 in 1 boiling water tap in January 2024. It worked well up until a couple of weeks ago, when the boiler stopped working.
After a lengthy discussion with the supplier (Verana), and reminding them of the Consumer Rights Act, they supplier a replacement boiler FOC.
The new boiler is an updated version of the original, so hopefully it will last a reasonable amount of time. Also, it seems a lot quieter.

Nice product and value for money compared to others.

Customer service is excellent. The boiler for my 3 in 1 tap stopped working. My email to the help team was answered immediately, with detailed step by step instructions on possible causes and fixes.
I needed to buy a new boiler in the end, and even then the customer service team made that process easy.

I would just like to say how great the guy was when dealing with my broken boiler! He was swift and efficient and had it sorted in no time.

Having spoken to quite a few friends about buying a boiling tap quite a few mentioned Hanstrom we are very happy that we decided to finally buy a4:1 tap it looks beautiful and is a brilliant boiling tap

Was very very happy with our boiling water tap. Saved so much time instead of waiting for a kettle to boil. BUT just after a year the tap became very loose, almost like it was about to fall off! We have called and emailed Hanstrom many times and they have either not answered the phone it just rings and rings or they have not replied to our emails. Very disappointed. Now 18 months after using it the thermostat has gone so back to boiling a kettle. I do not recommend the product or the customer service from this company. Going to look around and do some research for our next tap.

Somehow I managed to order the wrong 3-in-1 tap!! However when I phoned and explained the problem Verona were very helpful [as was DPD, by the way] and the return went smoothly. When I received an email from DPD letting me know that they had delivered the item I rang Verona and spoke to Ahmed. He was very helpful checked everything then advised that he was sending replacement out today. Ahmed's customer service is excellent and I would also like to thank him for his patience. I am hard of hearing and Ahmed cheerfully repeated anything I didn't quite 'hear'.

My review is for separate things: 1. The boiler, it lasted just about 18 months, and then I had to replace it. Getting any support on the matter before having to buy a new one was non-existent. 2. Customer support: I purchased overpriced water filters and have emailed their sales team three times now, asking for my invoice, but they have not bothered to respond. There are lots of other brands out there, most are more expensive, but with this lot, you most certainly get what you pay for—stay away.

My 3 in 1 hot tap has stopped working within 2 years of purchasing it. I am extremely disappointed by the lack of durability and the company’s only solution is to pay £119 for a new unit. Why would I want to spend this money on such an unreliable product?

Customer Service was very helpful and they are replacing my faulty unit.

Was a good help when contacted about my broken boiler great help from them thank you .

Had a fault with my boiling unit and some with Ahmed from the help team who is sending a replacement unit to me. Very good service