The Floor Heating Warehouse Arvostelua 439

Vastaus yritykseltä The Floor Heating Warehouse

1. toukok. 2026

Hi Daniel,
Thank you for your feedback.

We’re sorry to hear you were disappointed with the delivery timescales, however we would like to clarify a few points for accuracy.

The chipboard panels you ordered are one of the very few items in our range that do not go via standard next-day courier, due to their size and handling requirements. These boards require a dedicated delivery service, which can mean slightly longer lead times compared to the majority of our product lines.

On the day your order was placed, we confirmed by email the estimated delivery date and that we would follow up and confirm with exact date, and we subsequently updated you with a confirmed delivery date of Tuesday 5th May, which falls within that advised timeframe.

All other items with exception of the chipboard, despatched same day on our next working day delivery service. Orders containing a mix of standard items and chipboard are often delivered separately, and we aim to be as clear as possible about this in advance.

We’re sorry this did not meet your expectations on this occasion, but we do feel the timelines and communication provided were consistent with what was outlined at the time of purchase.

Vastaus yritykseltä The Floor Heating Warehouse

Päivitetty 27. huhtik. 2026

Hi Rose,

Thank you for your feedback. We were actively working with you to try and resolve this as quickly as possible. We are sorry if any part of our communication came across differently than intended — our focus throughout was on providing accurate guidance and resolving the issue as quickly as possible.

We were liaising with you into the evening requesting additional images to help confirm the readings, including asking for a comparison test on the second mat. At 6:11pm you confirmed that the images provided were those supplied by your electrician. However, the specific image we requested — to clearly show the resistance reading format — was not provided, which would have helped clarify the situation more quickly.

The advice provided to you was based on guidance from our in-house electrical team, made up of fully qualified electricians. We are always happy to support customers and installers before, during, and after installation, including troubleshooting on-site issues, however, we do rely on accurate and clearly presented test readings so we can diagnose correctly. Our focus is always on supporting customers quickly and practically, particularly where installations are ongoing.

Following this, we contacted the manufacturer first thing the next morning and shared the images provided. They confirmed they are not aware of any issues with resistance readings on these mats and, based on what was shown, believe the readings are more likely related to the test equipment rather than the mat itself. They also provided a video demonstrating correct testing of the same product for reassurance.

We have been supplying and supporting these systems across a large number of installations over the past 18+ years. The mats undergo stringent quality control and are electrically tested at the factory prior to dispatch. In our experience, we have not encountered a resistance issue of this nature, which is why it is important to verify the readings and rule out any testing equipment discrepancies in this instance.

To be clear, at no point were we suggesting your electrician was incorrect. Our recommendation was simply to cross-check the reading using an alternative multimeter, which is standard practice where readings appear inconsistent and helps rule out any equipment-related issue.

Our underfloor heating mats are tested within the factory prior to dispatch. We then recommend that mats are tested on site before installation and the resistance reading recorded, followed by further tests once laid and again prior to covering with tile adhesive, to confirm no damage has occurred during installation.

From the images provided, the mat is shown with tile adhesive on it and appears to have been laid and subsequently lifted. This is precisely why staged testing is recommended, as once the product is on site and installation has commenced, it is no longer within our control and there is potential for inadvertent damage from tools, such as metal trowels, or general building site activity.

Without an initial baseline reading, it is not possible to determine at what stage any change may have occurred or to attribute this to the product itself.

Importantly, based on the testing carried out, manufacturer feedback, and our experience over many years supplying these systems, a fault with the mat itself would be highly unlikely. In our experience, we have not encountered a resistance issue of this nature. As per standard procedure, a product can only be classified as faulty once it has been returned and tested.

We have offered ongoing support to ensure the testing is carried out correctly, as well as a full refund or replacement — whichever is easier — once the mat is returned to us for testing, and we are happy to prioritise this to avoid unnecessary delays on site.

We remain happy to assist further, including speaking directly with your electrician if helpful, which was offered as part of progressing the checks.

Vastaus yritykseltä The Floor Heating Warehouse

31. maalisk. 2026

Hi Paul,
Thank you for your feedback and we’re sorry to hear that your experience didn’t meet expectations.
The HeatBoard panels are currently in very high demand and are produced and dispatched on a rolling basis, which can occasionally result in a short lead time of a few days rather than next-day delivery just for this specific board - we did on this occasion let you know of the delivery date once order was placed. All other products were despatched on a Next Day delivery. We do take on board your comments regarding how this is presented on the product page and will review this to ensure it is clearer.
Regarding delivery, due to the 2.4m length of the boards they are typically transported on larger vehicles. We arranged a smaller vehicle as requested, however we appreciate that access on tighter residential roads can still be challenging and we will continue to work with our carriers to improve this where possible.
We’re pleased to hear that you are happy with the product itself, and we do genuinely appreciate your feedback as it helps us improve both our communication and delivery experience going forward.