There have been many reviews previously detailing a catalogue of extremely poor customer service. I won't bore you with all the stuff about what I ordered and the subsequent inability of Tapsuk to deliver the goods, even after stating they were in stock. They took payment but failed not only to deliver and also failed to issue a refund. Luckily I'd paid using PayPal so was able to get my money back through that channel. The PayPal service was excellent. Shame I can't say that about Tapsuk.
Reading the earlier reviews I have started to form the opinion that there is a good chance that this company is a scam, hoping people don't bother or give up pursuing a refund. They no doubt also make a fortune from the poor souls that ring the Tapsuk premium rate contact number.
Tapsuk should be investigated for unethical business practices, and any future customers in my opinion should avoid them i.e. Caveat Emptor!
Note: TAPS UK (tapsuk.com) is a trading name for the following:
UTSUMI UK LIMITED
UNIT 2, PRIOR WHARF, WATERSIDE, HARRIS BUSINESS PARK,
HANBURY ROAD, STOKE PRIOR,
Company No. 05399295
The Directors and Company Secretary are:
Masayuki Utsumi 19 Mar 2005 ⇒ Present (8 Years) as Director
John Sansom 18 Nov 2005 ⇒ Present (8 Years) as Director
Anna Utsumi 19 Mar 2005 ⇒ Present (8 Years) as Company Secretary
Worst shopping experience ever. Misled into making a purchase of a wine cooler by a false confirmation that the item was in stock. Didn't get any confirmation of delivery until I chased them a week later only to be told that it would take another 2 months !!
Hapless customer support which can only deal via email or through a premium rate Customer support number - this company therefore makes even more money though its phone system - the poorer its service the more money it makes as you phone them !!
In the end had to accept that I wasted three weeks, paid my kitchen fitters extra for lost time and had to settle for a refund. Will never use again.
The worst company I have ever dealt with online. Ordered my taps, price was good. Email the following day to say they were dispatched. Except they were not dispatched. Started making enquiries after waiting over three weeks to be told they were contacting their supplier to determine when they would be shipped. They were still contacting their supplier over the course of the next two weeks. I think the supplier is on Mars.
Phone number for customer service at £1.53 constantly engaged. Got through twice on a sales phone number and met with a blank wall 'we will pass on your query' etc.
Told them to cancel order. They started looking for my order number - they could not find it to pass details to accounts. Had enough. Started a dispute on PayPal. They got my money back.
The people I spoke to on the phone were polite but no help. The company seemed to have no interest in getting the order sorted.
I have never posted a review before - felt I just had to in this case. Don't know how they survive with this level of service.
We were led a merry dance by TapsUK for over a fortnight over the non delivery of a sink for my 80 year old mother. The 'customer service' varied from unresponsive to downright clueless, as they gave contradictory but consistently misleading accounts of where the sink was. Eventually they offered a full refund which we accepted with relief. However, when we checked her credit card statements 6 weeks later, no refund has ever been made. Was this a genuine oversight, or were they cynically scamming an elderly widow out of part of her life savings? We've no idea, because they've failed to reply to our enquiries. We might as well have driven to HMP Longlarton and thrown her purse over the barbed wire fence.
We ordered a Kitchen Sink and Monobloc tap. They arrived very promptly but....... it was the wrong tap. Contacted immediately via their abyssmal 'submit a request ' Utsumi help desk. Got a response after a few prompts stating when they could not deliver and what I had to do and not do and on and on. Emailed back asking for the 'correct tap' to be delivered the next day. Then on checking the sink and trying to get it fitted, the waste system did not seem to fit, in fact when it was fully checked, it was over 2 inches short and the wrong angle. Well this was over 6 days ago and the last response I had was yesterday morning asking me to respond by 1300 if I wanted delivery today, I responded immediately but of course nothing. We have sent images of the sink and told they would go to technical department. I sent images to the actual Sink company who responded the same day to say it looked like Taps Uk had sent us the wrong waste system. I have now opened a dispute via Pay pal and will contact my credit card tomorrow. Talk about waste of time and frustration, never mind the fact that we have no kitchen sink or tap ( I am too scared to go and buy one elsewhere as we cannot afford to lose this money).I have no idea what else to do now, they really do not have a care for customers and tehy seem to get away with it. Maybe next step will be trading standards?
Having done the research we bought a Reginox Kitchen Sink and Tap, however on receipt of the sink and our kitchen fitter trying to fit it we found that the section under the drainer was too thick to fit over the integrated dishwasher. We again check the diagrams and no dimension for this section was shown there was no reason to think that it would cause a problem. I didn’t call as they charge £1.53 per minute to call them, so I emailed them requesting that they collect the item for credit. They told me I had to arrange the return with paper work and if this paperwork was missing then there would be an admin charge. I also had to pay for the return delivery cost, even though they did not show on the diagram the critical thickness of the disputed area. When they received my parcel they then told me they had only received the Tap. After I got the proof of delivery they then credited me the full amount of the kitchen sink and tap but not the cost of delivery there and back some £60. I asked on several occasions for the customer services manager to call me and even though he asked for the best time to contact me which I gave him he never called me. I emailed Reginox to let them also know of the problem with this critical dimension and they haven’t even had the courtesy to reply to me. So take heed do not by Reginox or from Taps UK, you are asking for disappointment and trouble.
Purchased a sink online on the Wednesday. Sink delivered Thursday all sounds good. On opening the sink nothing was secured in the box so the sink had been sliding about in the box hence a crease in the rim. I went to call the customer helpline only to find that because they sell items cheaper ( couple of quid) that it will cost me £1.53 per minute to tell them they have sent me faulty goods. I used the email which states a fast response ha ha and was told to send photos (so they think you complain for nothing). I did this and was told that I would have to wait for the manufacturer to send me another one in maybe 3 to 5 days. I pointed out in my reply that if they managed to get me one so quick why would I have to wait so long as they were showing that the sink was in stock on their website. They said that they do not stock every item on the site although it says they have them available. I have now waited for a replacement for six days and am still none the wiser although they say they have ordered one and putting the blame on another supplier. I have had no sink for four days now and will incur extra cost for the plumber to return to fit the sink. The email only service means that a day goes by every time you contact them and in fact one time I contacted them I did not get an update on the situation for four days. I have now told them to pick up the sink and shove it. I will get one from a local supplier. Guess I have learned a valuable lesson and from now I will only by online from companies that have a telephone line that does not make you pay for there mistakes or go to a local supplier as in the long run it is now costing me more and have the inconvenience of no sink to use.
Cannot believe they are still trading.I cancelled an order and am still awaiting a refund-over a month later.
Customer service is run by numptys who cannot track or read your emails correctly. Managers do not call you back and Ive been fobbed off for over a month and am now having to go through my credit card company to claim. Avoid avoid avoid.
Only a fool would purchase from an online shop that will only communicate via email or make you pay£1.53 to call them! I guess after many years of happy online shopping I let my guard down! This is the worst company I have ever dealt with, they say there email system means they can deal with complaints 4 times quicker, well that says it all when if you are lucky they get back to you in 4 days, I say lucky as my wife has not heard from them in about 2 weeks, hence I started a fresh complaint.
Ordered taps from them month ago, never turned up, one email reply said they had been signed for by ken, they gave us tracking no to prove it, and yes it was, but it had been returned to them and signed for by 'Ken'.
I feel the company is staffed by fools they really have no clue even how to read there own tracking info.
Giving up now and have got our credit card company to send forms out to claim back money.
Unless you are a fool I would stay well clear, we have in fact found the taps at the same price online from company with excellent reviews and a non premium rate phone line for aftersales!!
Difficult to deal with and poor communication between order and delivery. Only just met their 3 - 5 day delivery window and on opening product there are parts missing and damaged. An absolute nightmare - will never buy from them again!
I ordered a Tristar single lever black tap to match my new black sink. Arrived quickly and looked really stylish when fitted. Unfortunately the tap leaked from the swivel point despite the plumber's best efforts. We had to buy one quickly from the local B and Q , to replace it.
I emailed Customer Services and a very helpful agent (Brian) arranged for the tap to be collected via their courier. I have today received the refund via Paypal, including postage. Disappointed with the tap but can't fault the customer service, thank you!
When I looked at the reviews for Tapsuk I was somewhat concerned over some poor reports of the service from the company.
I still went ahead and ordered a Franke kitchen sink at a very good price compared with other suppliers.
After contacting the help line via email they gave me an accurate delivery day and time and tracking details.
The sink was delivered without damage.
I will certainly use Tapsuk again.
Received tap. On fitting the tap leaks. Not what I need when I have paid a plumber to fit. Hoping for a prompt reply and a new tap and refund to pay a plumber . We shall see. I set up an account yo track my trouble ticket. Have not received an email to confirm to allow me to track it. If seats able to do this softer a rew minutes, has been an hour! Not looking good so far.
Disgusting cow-boy outfit. I ordered a much needed product from these jokers and was told item in stock...item is still showing as in stock and now advised goods are being ordered from outside the business. No time given or courtesy call...Was asked to call an extortionate telephone call centre at £1.53 a minute???? They actually want to profit further from their lies? outrageous. Will never use again.
I am really delighted with our new combined hot tap and cold water filter. No more kettles and it has so many other uses having boiling water to hand at the push of a lever. All kitchens should have one.
My products arrived quickly. When it came to fitting them, the tap appeared to be faulty (verified by both kitchen fitter and plumber). I was unable to get through to customer services on their premium rate telephone number. I emailed, but despite the promise to respond within 4 hours, it took 3 emails before I received a reply.
When I described the problem, the customer services representative tried to convince me it was a problem with an easy to replace part and that the best solution was to send me a replacement part. This was clearly not the case (as explained by my kitchen fitter and plumber) but customer services kept the pressure on for me to accept a replacement part, and told me that if I wanted a replacement it would take at least 7 days for my old tap to be collected, inspected, then a new one sent out if appropriate (leaving me without a tap in the kitchen for all this time). They also told me that the internal parts of the taps were fragile and there was no guarantee a replacement wouldn't also be faulty/broken in the same way.
I eventually had to send them a message reminding them of my rights under the sale of goods act (right to a replacement) and also that I would be requiring them to pay for the plumber to return to my house to disconnect the tap and then again a week later to fit the new one. As if by magic, they agreed that they would send a replacement tap on a date of my choosing, and a separate courier would call on the same day to collect the faulty one.
The new tap was delivered as promised and appears to be working well now. I am still waiting for them to collect the old one (4 weeks later).
Bought a sink and some taps from TAPSUK and at first I was a little wary since you can see the product you like but you can't really judge the quality on your computer. When I received my order, which came on time and without any hassles, the quality was excellent and better still, exactly how I expected them to be with no surprises. Would not think twice about ordering from them again!!!
I've bought several taps from Taps UK, the choice is wide and they are priced very competitively. My latest taps (Astini cross head shower mixer tap and basin taps) arrived within 2 days, great quality, very pleased, really good pressure from shower attachment as I have a combi boiler (hot water at mains pressure).
We ordered a few taps and shower head. Because TapsUK didn't have the pipe bit of the shower, they held back on the order but didn't tell us. When we emailed we got a "looking into it" and "it's on it's way". A week later still "looking into it" and "it's on it's way". We called the support number and found out they held back on the delivery because one pipe sent by the factory had a dent, and they asked for a replacement.. I asked to split the delivery, send what's in stock first (builders were waiting for the bits), and agreed the missing pipe will be sent a few days later. A week later still no pipe. Called again, large argument, on phone for about 15 minutes. We later found those support calls cost us more than the pipe, and when we received it -- it had a dent --. We sent it back for refund.
i loved the tap i got from these guys. looks great and was the cheapest i could find it anywhere on the internet.
not sure what delivery company they use though, the parcel was left in plain view on my doorstep. Whilst it was great not to have to arrange a redelivery, leaving £150 worth of tap at my door was a little disconcerting
Thanks TapsUK. We ordered our tap and it arrived in perfect condition in the time stated. We would have no hesitation in using your company again. Must also say the tap we chose is brilliant....very good quality for a very reasonable price.
Wide range of products and easy to use website. The taps I purchased were very competitively priced. Delivery was also quick. Altogether a great shopping experience. Would definitely recommend this company to others.
I recently bought a Mira shower head from TapsUK. The item was found to have a scratch on it so they informed me of the slight delay and sent another one instead. I thought it was great that somebody had double checked the item was in good nick before posting. This shows a thorough approach and is highly appreciated. Thank you.
Also, the price was the best I could find by some way.
No one should have to pay £1.53 a minute to check on order process. We ordered a sink and taps. The sink arrived on the wrong day after taking a day of for it to arrive on the day they said it would. Sadly, it wasn't what I needed. Returning it cost £15 as they refuse most couriers.
Re ordering a different sink without repaying is an awful experince. You pay ££'S for those calls as they are not sales calls. And they point bowl refuse to speak to you if it isn't new sales, the emails get sent to india, and it took two weeks to get nothing. Then some taps turned up. I didnt order new taps. Then nothing. No communication at all. Then finally the new sink. Unexpected and without warning.
I expect the prices justify the lack of staff and costly calls, and whilst the quality is good there are other Web retailers with the same process and quality goods who don't have such victorian standards to customers.
Avoid at all costs.
The site stated my tap was in stock and would be sent next day so I ordered it with tradesman waiting for the part. It transpired it wasn't in stock, was sent by a third party and the customer service model just isn't acceptable. After ten days and several attempts of asking when it would be delivered and finding that no one knew, I asked for the order to be cancelled. I got a message back to confirm this has been done and ordered through a different company. The next day the cancelled tap turned up, so it seems they are even incapable of cancelling an order, a task I'm sure my four year old could do. I have now had to pay a restocking fee with the company I purchased the second tap from, so to say I am disappointed is an understatement. I am not going to use the excuse for the customer services again to discuss this as its flawed in many ways, it would be nice if Taps Uk did something proactively and contacted me after reading this to address my experience but clearly with a company that cares little about it customers this will not happen.
I ordered anew kitchen tap and a waste disposer unit. Products and packaging tip top.
Only one thing keeps me from giving a top rating: The company does not communicate about the actual delivery date and it was hair-raising as I had engaged a plumber. Was lucky that the goods arrived just in time!
Company service was as promised but quality of goods were poor.
The taps continually drip after usage and during the night. I paid a plumber to fit them and don't want to pay again to unfit them! The were cheap but do not do the job.
We had a problem with a water filter that had only just been installed. On speaking to Brian at Taps Uk he assured me he would pass this onto the manufacturer which he did that same day and a replacement is being sent out tomorrow, very impressed and delighted with outcome , no trouble or delays.
Excellent to deal with - fault with taps when delivered, (not their fault, box as delivered unopened) quickly put right with delivery of replacements and collection of faulty ones. Highly recommended.
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