Verana Arvostelua 322

Truly terrible experience. The tap itself is terrible quality, confirmed by two separate plumbers that it’s very poorly made. We had it installed professionally and had two different people attend who couldn’t get it installed correctly because of missing parts. The customer service team are awful, I have been on a hamster wheel with them for weeks, refusing to give me returns instructions and today they finally issued a return label with the message “EVERY part of the tap must be returned”. Who speaks to customers like that?!
Cowboys selling poorly made products. AVOID

Purchased the Hanström 3-in-1 Flex Touch Instant Boiling Water Tap in Brushed Gold (Order #23830) on 12 April 2026 for £309.
Three issues on arrival:

The mixer lever does not turn to the hot water position. Verana's own installation manual (page 16) clearly states: "pull the lever away from the tap and either pull it toward you for hot water or push it away from you for cold water." The tap I received does not deliver hot water from the standard mixer function.
The pull-out spray head does not hold its position.
The spray head on the tap delivered does not match the product shown on Verana's own website listing. The listed product clearly shows a spray head with a black nozzle insert; the one delivered is plain brushed gold with no insert.

I reported all three issues with video and photo evidence. Verana's reply on 20 April 2026 stated: "The tap you purchased doesn't have both the functions you are referring to in the way your describing unfortunately. The tap is working as designed."
This response is directly contradicted by Verana's own manual, which I have photographed and can provide.
I have now formally rejected the goods under the Consumer Rights Act 2015 (Sections 9, 10 and 11) and opened a dispute with my payment provider. I have also requested reimbursement of plumber installation costs as consequential loss under Section 19(11).
Based on my experience and a clear pattern in other reviews here, I would advise potential buyers to research carefully before purchasing and to pay by a method that gives strong dispute protection.

Purchased the Hanström 3-in-1 Flex Touch Instant Boiling Water Tap in Brushed Gold (Order #23830) on 12 April 2026 for £309.
Three issues on arrival:

The mixer lever does not turn to the hot water position. Verana's own installation manual (page 16) clearly states: "pull the lever away from the tap and either pull it toward you for hot water or push it away from you for cold water." The tap I received does not deliver hot water from the standard mixer function.
The pull-out spray head does not hold its position.
The spray head on the tap delivered does not match the product shown on Verana's own website listing. The listed product clearly shows a spray head with a black nozzle insert; the one delivered is plain brushed gold with no insert.

I reported all three issues with video and photo evidence. Verana's reply on 20 April 2026 stated: "The tap you purchased doesn't have both the functions you are referring to in the way your describing unfortunately. The tap is working as designed."
This response is directly contradicted by Verana's own manual, which I have photographed and can provide.
I have now formally rejected the goods under the Consumer Rights Act 2015 (Sections 9, 10 and 11) and opened a dispute with my payment provider. I have also requested reimbursement of plumber installation costs as consequential loss under Section 19(11).
Based on my experience and a clear pattern in other reviews here, I would advise potential buyers to research carefully before purchasing and to pay by a method that gives strong dispute protection.

I’d like to share my appreciation for the excellent service provided by Hanstrom. Following our previous discussions regarding ongoing boiler issues, the team handled the situation with professionalism and efficiency throughout.

They took the time to review the history of the issue, communicated clearly at every stage, and ultimately agreed to replace the boiler without unnecessary delays. This demonstrated a strong commitment to customer satisfaction and accountability.

I was particularly impressed with their prompt responses, transparency, and willingness to resolve the matter in a fair and practical way. It’s reassuring to work with a company that stands by its service and supports its customers when it matters most.

Thank you to the Hanstrom team for your professional and customer-focused approach.

Had an issue and called customer service. Very thorough and polite in addressing the issue. Wish all customer service was like this.

Do not use. False statements on their website regarding how long their products last with little maintenance. My 4 in 1 boiling tap has been in just over a year, I have a problem where the tap will not stop dripping / a gentle stream. They sent me a part and expected me to take it apart to fit, I am not a tap engineer. Customer service are rude and abrupt. Just dont bother, spend your money elsewhere or be prepared to deal with them in a year!!

Dealt with Luke at Hanstrom great service from beginning to end. As a result of their first class service in addition to items originally purchased I bought a new boiling tap kit. I was that impressed with them as a company. Would certainly deal with them again.

I’ve never encountered a company so determined to avoid responsibility. My premium tap failed under normal domestic use, surprise surprise, just out of warranty. I provided clear photo and video evidence showing the finish reacting to heat, yet Verana refused to inspect it properly, repeatedly dodged my questions, and offered only to sell me a replacement part. Their approach to customers is utterly bizarre.
They are not members of any ADR scheme, so there’s no recourse through formal dispute resolution, and management refuse to engage. Their “customer service” relies entirely on obfuscation, empty apologies, and pushing responsibility onto the buyer.
For a company selling high-end products, this level of incompetence and dismissive service is shocking. Avoid unless you want stress, runarounds, and a complete refusal to honour basic consumer rights.

Hot tap was supplied with an under-mount fitting that did not match the instruction manual and it was very loose. They sent out the part that matched with the manual promptly but refused to cover the cost of calling out the plumber again - this required disconnecting the whole set of plumbing connections and incurred a £120 fee. I am not sure if Hanstrom and Verana are the same company but neither company staff provides any name or position of who you are actually liaising with. They stated it isn’t in their policy to cover fitting costs (even if they are at fault) but when asked to provide a copy of the policy this request was ignored (no surprise there). it is decent quality product but ensure you budget extra for any potential fitting mishaps

Appalling please please do not buy from this store. Taps are not as described, customer service is impossible to reach and completely useless and even if they send you an incorrect or faulty product they won’t accept returns or offer exchange or return of any kind. It’s been over a month of persistent contact and we are still stuck with a tap that was falsely advertised and we can’t even get a call back. The staff don’t even know what they’re selling and we are raising dispute now with credit card it’s a joke.

Just not hot enough . Only sits at 95 on a morning then drops down to high 70’s and takes a good few minutes to heat back up to 98 degrees.
Tea goes cold quickly. I just don’t find it hot enough to enjoy a good cup of tea.

Utterly disgraceful experience with this company. I purchased this boiler and three filters as a gift for my parents, only for the boiler to conveniently fail just after the warranty expired at 18 months, exactly as countless other customers have reported.

When I contacted the company for support, they didn’t even attempt to troubleshoot. Instead, they immediately tried to push a brand-new boiler on me, using the excuse that the remaining filters were bought in-store and we no longer had the receipt.

This is predatory, dishonest, and shows complete disregard for customers. The product quality is appalling, the service even worse. Save yourself the headache and avoid this company at all costs.

I have had to replace the boiler 2 times in less than 4 years. They only provided 1 year warranty and said I had to pay for a new one even though it’s happened multiple times. Buy a better product and avoid Verana.

After sales service appalling. Telephone not answered. No help whatsoever when we eventually got through.
Bought the 4 in 1 tap. Extremely hard to switch boiling water on.
I would recommend buying a different tap from most certainly a different supplier!

I consider their customer service to be one of the best ever.
Every time I contacted them, they replied promptly. Whenever I had a problem, they provided accurate and effective instructions to solve it.
The product is very good, but the people there are excellent!

We received our 4 in 1 hanstrom tap in good time.

It is of good quality and we're very happy with the tap itself.

Unfortunately, the boiler that shipped with the tap was faulty which ultimately led to most of the day and alot of water being wasted.

After getting in touch with Verana and some trouble shooting, they sent out an "upgraded" boiler which is working perfectly.

It's a shame we weren't just sent the updated boiler in the first place as this would have prevented our initial negative experience.

The boiler itself appears to be of low quality, especially at the tap connection points of which, one is plastic (previous model, they were both metal).

I'm hoping it continues operating as it is but the plastic connections don't fill me with much confidence.

Recently had an issue with my boiler. Ahmed was brilliant offered me a resolution and very promptly. The product itself is a high quality product. Excellent product and customer service! Would highly recommend verana and the 3-1 swan boiler tap!

I recently sent a complaint to this company on the peeling of my Rose gold tap. The tap is out of warranty, but without question they acknowledged the issue of this colour and immediately sent me a replacement tap. They also did it within 2 days
This is excellent customer service and If I could give them 6 stars I would

Our Hanstrom instant hot water boiler stopped working. The customer service team at Hanstrom were very helpful and professional in trying to solve the issue. With a failed attempt to fix it following their advice, they then offered to replace with a new boiler with no charge even though we were one month over the twelve month warranty.
We were very impressed with how the problem was resolved and the overall customer service.
Highly recommend.

Works great and good safety feature!