Theheatxchange Arvostelua 

Great stock levels and prices online , also really good communication and service via WA.

Useless!!!! I would not recommend using this company for boiler spares.
I ordered side panels for a customer but they still haven't arrived nearly a month later even though 'the heat exchange' website said they were 'available to ship now' when I placed the order. This was the only reason I ordered from this company as I had to turn off the customers boiler as it is potentially dangerous and was hoping the parts would arrive quickly. They were also more expensive than other companies but at least the other companies said they would have to be ordered.

After ordering parts from the heat exchange I received an email saying that they didn't have the parts in stock (although it said on website available to ship now) and they would arrive in 5-7 days (18/12/23). I'm still waiting 4 weeks later. I have an extremely irate customer who has had no heating or hot water over Christmas and New Year and is still waiting.

I cannot speak to anyone at this company I have tried calling but no answer they only seem to communicate through email which is difficult for me as I am always out working.

They blame the manufacturer even though it was their own website that said available to ship now and still today says available to ship now even though they don't have the parts in stock. At no point did they mention the parts had to be obtained from the manufacturer when I placed the order

I will be avoiding using this company in future as I don't like being misled with inaccurate information, left out of pocket, having irate customers calling me and having to chase them up as no one there will call me with an update on my order

Definitely would not recommend

I have all the emails from the heat exchange and up to date screenshots of website

In response to your reply -

Your website still says these parts are "available to ship now" nearly a month after I placed my order. So some other tradespeople may fall for this and get irate customers calling them.This in my view is at best misleading and at worst dishonest as the parts are not "available to ship now"(by your company's admission). You have sent me 2 emails in a month. One saying that you didn't have the part in stock (unhelpfully after I placed the order and paid) and that it would be here in 5-7 days and another confirming that I still wanted to go ahead with the order, my customer and I are still waiting. These emails where received by me on 18/12/23. Nothing else until I started chasing you up on 12/01/24. This in my opinion is not keeping me updated especially as you said in the email on 18th December 5-7 days I've been the one having to chase you and Ariston up about the part (apparently you couldn't get in touch with Ariston, it took me 5 mins to get through to them) as I have a very unhappy customer. So now you cancel the order because I left an understandably bad review. I will let all the plumbing and heating engineers and customers I know about the way the heat exchange dealt with this order. In 30 odd years in this trade I have never used such an inept company who do not monitor their website for errors or check their stock. It seems to me the heat exchange do not honour their word.

Lets see how long my refund of payment takes to come through

Use this company at your peril

If I could give this company a zero… I would!

They are a complete scam.

Placed an order that I was told would arrive in 5-7 days.

17 days later, I still haven’t received it.

My order was placed on 12th December.
I was told delivery would be 5-7 days.

The part never arrived.

I got in contact via WhatsApp & was told on 22nd December it had left the warehouse and would be with me that day.

I waited in all day and arranged for a plumber to come and fit the part - it never arrived.

I was then told on 27th December that the part had never actually left the warehouse & Heat XChange never even received the pallet from the warehouse.

Again on 27th, I was told I would receive it on 28th (Never happened - yet again!)

I was then told on 28th that my part would be sent that night. (More lies).

I was left with no heating in my house for over three weeks during December.

During this time, there was a tornado in my village.

Living with a vulnerable person, in December, with no heating is very difficult.

Can’t explain how much you need to avoid this company!

Unreliable. Staff tell lies. Take your money and don’t fulfil your order.

PLEASE AVOID AT ALL COSTS IF YOU DON’T WANT TO BE OUT OF POCKET.

SCAM. SCAM. SCAM.

First class experience I was a little vague with my description etc about what I needed this company went the extra mile contacting my original supplier and ensuring that they had the right information to supply the part I required absolutely first class service

Ordered a part on NEXT DAY delivery. Nothing next day. They don't bother to answer the phone ....have to email them...still no reply two days later....terrible service.
Wrote this at noon, which woke them up. Finally got a response- an email to say delivery @4pm today which happened. Why not inform me yesterday of delivery slot & tracking info....

Outstanding, these guys either have it or will help you find it. Cannot fault the helpful cheery can do approach.

Very much appreciate the support on every occasion.

I asked them for advice on a product and then asked them to send me the product they recomended - only for them to have sent a product that I didn’t need, and annoyingly I have to now send it back with my own money as returns aren’t free. Not ideal. If you’re unsure on what parts to use then I would go somewhere else, as it’ll cost more in delivery fees and sending the product back.

Always great Customer Service, exceptionally knowledgeable and good on lead times of parts.
A great team.

These guys are beyond helpful. I have been chatting with them today to order some very small parts and they have given me so much time, sent diagrams and photos and really given the best customer service possible. I would happily recommend them.

Highly recommended for all your boiler spares . Great local business with an excellent knowledge of heating industry related products .

Failed main controller board after 4 months. Never answer the phone. Told to return part at my expense and order another, pay for it. Then wait for a refund while it's sent away for testing. I would go elsewhere and avoid this lot. Don't be fooled by website as its a private address.

Updated 17/4/23
On response to your reply. You did not arrange collection at all as I paid the postage (have receipt) at a cost of £8.95. I never asked for a refund and look forward to a replacement part.

The part required was value for money and the postage at £5.50 cost more than the part but considering it fitted into a small jiffy envelope taking 6 days to arrive isn't good enough, as the part was for a domestic boiler.

When you are running a site selling items to potentially trade public who need to organise their work/jobs for their customers the essentials are not to sell things that you don’t have in stock and offer a timed delivery on said items. Only deliver part of the order and then let the customer chase up what has happened to the rest of the goods because you didn’t have the courtesy to inform them on the delivery paperwork, only to be told the missing items will be with them in over a week! (and that’s on top of the week it has already taken from initial ordering ) The inconvenience this has caused and sheer inefficiency of keeping the customer informed even after you sell items you don’t actually have in stock only means one thing.....won’t be going anywhere near your site again. Simple! And guess what the item is still showing in stock today and has never once shown out of stock! And before you come back and say mistakes happen why then have you not amended your site showing the zero stock levels or at least checked what is actually accurate yet?

Edit 6.4.23: Never asked for it to be refunded, you decided that without consultation as I've indicated to you via email, we agreed it would still be delivered albeit very late to an alternative address due to me not being available at the initial address supplied when you finally got the stock in. Thanks for a complete shocker of an experience which had you left as we discussed would have been acceptable because that was about as good as it was going to end. Still won’t be using your site again because of the uncertain availability and delivery timeframe of items. Sorry!

The bracket I ordered has not turned up it’s been nearly a week

Spare part received quickly and well packed. Cheaper than direct from manufacturer.

Brilliant service. Ordered the part and came next day as expected.

Excellent.
Staff very Helpful and Friendly.
Highly Recommended

Really easy to find the part I needed, delivery was quick & on time for when the engineer needed it. Great service