Crosswater Ltd Reviews 

I replaced a Crosswater tap that had been excellent with a new one, but the finish began to corrode after only 3–4 months. I contacted sales, but they informed me that it should only be cleaned with soapy water.

It's disappointing as have other taps that are crosswater that have worn really well.

I just find the soapy water isn't really going to clean much seems a bit of a get out.

i have been waiting for an order to arrive for 3 weeks.
order placed on october 10th,still no delivery date
confirmed.no response to messages and emails to company representative.
very very poor service.

Brilliant after sales customer service from Dan. We had an issue with an aluminium cistern purchased 2 years ago which the team replaced with no fuss at all. We are delighted with the service we have received, top notch! Thanks so much, Ann

Bath hose attachment doesn’t work after about a week. After a year the plug doesn’t work. It’s the one, where the plug lists when you turn something on the overflow. Shower drips while you sit in the bath. Have not come back to my installer, or their supplier for months. Avoid this company, not even particularly cheap and the service is awful. Apparently known for it in the industry.

Update. Ignore their response. Body has been in touch. Even after I sent pictures as requested. Sham of a business.

Ordered a plug on the 4th October and still waiting 3 weeks later. No response from customer services.

Non-existent customer service for consumers or retailers. Items advised as out of stock after ordering and shifting due dates with no explanation. Stroppy and unhelpful responses from the 'technical team'. I wish I had chosen a different brand

EDIT: I will decline the opportunity to provide the further details you have requested as do not wish to put my supplier in that position.

Should you wish, you can check the email comms I’ve had with your technical team. I’m still waiting for them to reply to my email dated 16th and 17th October.

EDIT 5 Nov 24: It's now 11 weeks that I've had a shower tray on order and I'm still being given 'provisional' dates. Surely Crosswater's production team know whether or not they are actually making the product. Case ref: 00356646

2 months waiting and still no part delivered, in spite of having paid for it. Numerous phone calls. Constantly promising end of week delivery. Re-issuing of order. I am frustrated beyond belief at the lack of service, which is blamed on a system change. No-one will take responsibility. If it doesn't appear next week, I will have to think again.....

Order number is
Ref 2015866

Super helpful after sales

Needed a replacement for a broken glass shade for a bathroom light and quick to respond and signpost me to someone who can help from their manufacturer

Ordered a spare part 3 weeks ago, it stated it was in stock. No update from crosswater, I have a customer waiting on a shower repair.
Phoned over a week ago and was told it will be added to a priory list, I did ask if it was as simple as walking out into the warehouse and posting it to me, it fell on deaf ears.
Terrible company. On hold for 30mins a time to chase.

I ordered taps, 2 showers, bath waste filler and niche almost 20 days ago via a local plumbing supplier. They ordered direct from Crosswater all paid in advance and 20 days later its still not been delivered and Crosswater and their local area rep won't even answer the phone. In the meantime my family has been left with no bathroom for 5 weeks. Customer service from Crosswater is shocking. What kind of a company doesn't answer the phone for days on end absolute disgrace! Update, I now have a delivery date of Friday 25th October! Update 12.11.24 Most of the stuff we ordered has been delivered but still no shower plate so we still can't tile the bathroom. I have now been without a bathroom for 2 months with 2 young children. Crosswater don't answer the phone or respond to an email with a generic 2 week lead time. You sent different niche and said the one I ordered is out of stock until Jan 25. I have been waiting for 2 months. You came back and asked for my order number but the plumbing supplier I ordered through will not give me the order number this is a joke! Crosswater please contact Hazel Grove Plumbing Supplies they are waiting for your call after email again and calling. They have even emailed the rep again today 13.11.24 and still no response. They await your call.

I contacted the technical support team to seek help with an issue related to the lever of the toilet cistern. I was given careful and prompt guidance.

Thank you for your kind service

Great friendly team that dealt with my issue fast and efficiently.

I needed a replacement part for our toilet. I contacted customer service via email and had a very quick reply from Grace. I was asked to send some pictures of the parts required and Grace found the parts for me and posted a link to the parts I needed on the website. Very simple, quick and efficient customer service. 5 stars for Grace. Thank you.

Update: After submitting proof to Trustpilot numerous times that I'm a real customer the review is finally posted. Coincidentally the order also arrived this afternoon. It doesn't change the rating though. I won't be buying from them again.
---
Order was made almost one month ago. It was first sent with missing items. Called CS and a replacement has been arranged but never arrived. The CS team has been contacted at least 3 times after this and each time they put it on priority and said it would arrive in 1-2 days, but latest update is that it's still on hold in the warehouse. If the CS can't do anything, who else can be reached to get my order dispatch?

as a bathroom retailer we rely on the efficiency and honesty of our suppliers, neither of which we seem to get from Crosswater at the moment, lied to on a daily basis about priority deliveries that never turn up (SO-00002253 from AUGUST)!!! one of many orders we now have no faith in ever seeing. POOR!!

For 3 weeks I cannot go through customer service. Your reviews might glow online but please pick up your phone!

Absolute disgrace to deal with hold times up to 50mins unable to despatch orders at all have been quoted delivery each week for the past 4 weeks still no product and no date for delivery
If there was an option of a minus number I would be awarding that

What a shambles. They have made a complete mess of their ordering system, resulting in over 3 weeks of delays with no updates. They can’t provide an estimate or make any promises. So much for excellence and customer satisfaction. I would give a zero rating if that were an option! A company this large should have better control over their systems. AVOID!
Updated:
I’ve also shared the reference no. Order placed on the 27th.
Please ring the he mobile no shared
The reference for my order is Order number for my personal order
SO-00016229
Update:
16/10/24 - Still not received it. Hoping you are keeping your word on receiving it within 48hrs?
This is unacceptable and not good enough. I don’t think you understand the impact this is having, as many have scheduled jobs, and it is causing financial strain. The order was placed on the 28th, and I expect it much sooner. You originally suggested a 48-hour turnaround, and now you are going back on your word. This reflects poorly on your ethos. This issue needs to be escalated immediately.
Update 16:10 (12:09) thanks I’ll await a confirmation from you hopefully by end of day…

17/10/24 8:37am - Is there any update on the confirmed delivery? I would really appreciate your assistance, even as a goodwill gesture.

17/10/24 12:36 - This is worrying where I’ve received no update. This is costing us financially. I need an update assp. I’ve waited over 24hrs??

18/10/24 - It’s shocking to be repeatedly misled about receiving our order within 48 hours. I will never purchase from Crosswater again.

Placed order for in stock item on 21st September.. still awaiting delivery, advised it will be next week..
Shame, because Crosswater used to be guaranteed within 48 hours until new system implemented, surely long term repercussions from their current service will out weigh any perceived gains? sounds like yet another untested cost saving exercise....

Contacted the customer technical advice team to order a spare part. Spoke to Ian and received excellent customer service, advice and call backs, with my spare part on the way. An excellent customer focused company. Others should take note.