WE bought our 4-in-1 Boiling Tap about 15 months ago on the recommendation of our plumber and a neighbour. The idea of having boiling water on tap seemed like a luxury but now we find it incredibly us... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Exceptional service Several years ago we brought a 3 way tap with cold, hot, and boiling water at a great price (much better than other well known brands). It look fantastic and worked very well.... See more
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 followin... See more
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 r... See more
4.0
Great
338 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 84% of negative reviews
Typically takes over 1 month to reply
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Had an issue and called customer…
Had an issue and called customer service. Very thorough and polite in addressing the issue. Wish all customer service was like this.
8 April 2026
Unprompted review
DO NOT BUY!!!
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!!
27 March 2026
Unprompted review
Reply from Verana
Dear Customer,
Thank you for your feedback. We are very sorry to hear that your 4-in-1 boiling water tap has developed a constant drip after just over a year of use, and we apologise if your interaction with our customer service team felt abrupt.
We would like to clarify a few points regarding your review:
• Warranty Coverage: Our standard manufacturer's warranty provides a comprehensive 24-month coverage on all of our tap fixtures across our entire range—including our Olan and Saxan models. Because your tap has been installed for just over a year, it is fully covered under this 24-month window.
• The Replacement Part: A dripping tap is typically caused by localised water pressure imbalances or small installation debris getting caught inside the internal cartridge valve or a boiler issue. To resolve this quickly, our standard procedure under warranty is to dispatch a brand-new replacement valve component or boiler free of charge.
• Technical Assistance: We understand that not everyone is comfortable working on plumbing fixtures. While the replacement valve is engineered for a straightforward swap, our technical support team is always available to provide step-by-step guidance, though customers are welcome to hire a professional local plumber if they prefer.
We take your comments regarding our customer service tone seriously and will use your feedback to review how our team handles technical support calls.
Kind regards,
Verana
Dealt with Luke at Hanstrom great…
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.
16 February 2026
Unprompted review
WORST CUSTOMER SERVICE I've ever experienced!
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.
18 February 2026
Unprompted review
Reply from Verana
Dear Customer,
Thank you for your feedback. We are very sorry to hear about your experience with our support team and the frustration caused regarding the finish on your tap and our warranty terms.
We would like to clarify a few points regarding your review:
• Warranty Policy: Our standard manufacturer's warranty provides a full 24-month coverage on our tap fixtures (excluding our Olan and Saxan models). Once a product falls outside of this designated warranty period, we are unable to offer complimentary replacements, but we do provide replacement components at a discounted trade price to help customers restore their systems.
• Surface Finish and Heat: Our taps are engineered specifically for high-temperature domestic use. Surface reactions or peeling on the exterior finish are typically caused by exposure to harsh chemical cleaning agents, abrasive scourers, or accidental impact damage rather than heat exposure, which is why cosmetic wear outside of warranty is not covered.
• Dispute Resolution: While we handle all complaints directly through our internal customer service and management tiers rather than an external ADR scheme, we always ensure our decisions are fully compliant with UK consumer rights legislation.
We appreciate you taking the time to share your feedback and will use it to review how our team communicates warranty limitations and care instructions.
Kind regards,
Verana
Part supplied didn’t match instruction manual
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
1 January 2026
Unprompted review
Appalling please please do not buy from…
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.
6 January 2026
Unprompted review
Reply from Verana
Dear Customer,
Thank you for your feedback. We are very sorry to hear about the frustration regarding your historical order, your experience with our communication channels at the time, and that you dealt with a disputed return.
We would like to clarify our policies regarding this situation:
• Returns and Exchanges: We fully adhere to UK consumer laws and always accept returns or exchanges for any product that is verified as faulty, incorrect, or not as described, provided it is reported within our standard return windows.
• Customer Communications: We apologize for the delays you experienced in receiving a call back during that period. We have since to drastically improved our communication response times.
Kind regards,
Verana
Just not hot enough
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.
4 January 2026
Unprompted review
Utterly disgraceful experience with…
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.
8 December 2025
Unprompted review
I have had to replace the boiler 2…
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.
6 December 2025
Unprompted review
Reply from Verana
Dear Customer,
Thank you for your feedback. We are sorry to hear that you have had to replace your boiler twice over the last four years and that you are frustrated with the warranty terms and costs.
We would like to clarify why these repeated issues occur:
• System Maintenance: Our boiling water tanks rely on regular, timely filter changes to prevent intense limescale buildup and mineral blockages. If filters are not replaced within the recommended timeframe, limescale quickly coats the internal heating elements and causes the unit to fail prematurely.
• Warranty Terms: Our standard manufacturer's warranty provides a full 24-month coverage on our boilers (with the exception of our Olan and Saxan models, which carry a 12-month boiler warranty). However, warranty coverage unfortunately cannot be extended to units that fail due to a lack of required filter maintenance and subsequent scale damage.
• Replacement Costs: When a boiler unit fails outside of its warranty window due to maintenance issues, we offer replacement tanks at a discounted rate to help our customers get their systems back up and running as affordably as possible.
We appreciate your feedback and use it to continuously review how we communicate maintenance schedules to our users.
Kind regards,
Verana
After sales service appalling
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!
26 November 2025
Unprompted review
Reply from Verana
Dear Customer,
Thank you for your feedback. We are very sorry to hear that you have experienced difficulties reaching our telephone support line and that you are finding the safety mechanism on your 4-in-1 boiling water tap hard to operate.
We would like to clarify a few points regarding your review:
• Safety Mechanism: For safety reasons and to protect household users, our 4-in-1 boiling water taps are intentionally engineered with a spring-loaded, child-safe push-and-turn mechanism. While this can feel firm or stiff initially, the safety spring naturally eases with regular daily usage. It can also be de-tensioned.
• Customer Support: We apologize for the delay you experienced trying to reach our team by phone. During peak times, our lines can become busy, and we are actively working to improve our response times to ensure all customer calls are answered promptly.
• Technical Assistance: We want to make sure your tap is operating smoothly. If the safety mechanism feels unusually restricted, our technical team can guide you through a quick check to ensure the handle assembly is correctly adjusted.
Please reach out to us with your order details via our online support channels so we can look into this for you and offer direct assistance if your still experiencing this issue.
Kind regards,
Verana
Best customer service ever!
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!
31 October 2025
Unprompted review
We received our 4 in 1 hanstrom tap in…
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.
26 September 2025
Unprompted review
Excellent resolution!
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!
17 September 2025
Unprompted review
Rose Gold Tap -peeling
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
12 September 2025
Unprompted review
Excellent customer service.
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.
2 September 2025
Unprompted review
Great product!
Great product which I have been using for over a year now. Good looking tap and easy to use. Would recommend.
31 July 2025
Unprompted review
Good Product
Good Product
Looks great
Works well
Easy up keep and maintenance
30 July 2025
Unprompted review
Poor Quality & Zero Support
Poor Quality & Zero Support
I bought the Verena 3 in 1 instant boiling water tap and it broke after just 14 months. We live in a soft water area, and the filters were changed exactly as recommended by the manufacturer. Despite this, the unit stopped working completely.
I didn’t buy the replacement filters directly from Verena, and because of that, they refused to even inspect the faulty device — no troubleshooting support, no goodwill gesture, nothing. The only option offered was to pay £140 for a replacement boiler, which is outrageous considering the short lifespan.
Extremely disappointed with both the product reliability and the lack of customer service. Would not recommend.
14 July 2025
Unprompted review
Reply from Verana
Dear Customer,
Thank you for sharing your feedback. We are sorry to hear that your boiling water system stopped heating after 14 months and that you were disappointed with the options provided by our support team.
We would like to clarify our policies regarding this situation:
• Warranty Framework: Our standard manufacturer's warranty provides a full 24-month coverage on both our tap fixtures and our boiler tanks. The only exceptions to this are our Olan and Saxan models, which feature a 24-month tap warranty and a 12-month boiler warranty. Because your Verana 3-in-1 system failed at 14 months, it was fully covered under our standard 24-month warranty terms.
• Filter Compatibility: To protect the sensitive heating elements inside the boiler, we require the use of verified, high-specification filtration. While we understand you replaced the filters on schedule, we cannot verify the filtration quality or scale-protection capabilities of third-party filters. This is why our team must confirm filter origin before processing a complimentary warranty replacement.
• Resolution Options: If a unit fails within its 24-month warranty period under normal and recommended usage, we replace the faulty component completely free of charge. We apologize if this was not communicated correctly by our team and that a replacement fee was incorrectly quoted.
We take your experience seriously and would welcome the opportunity to look into your case details to ensure this is resolved under your warranty terms.
Kind regards,
Verana
AVOID AT ALL COSTS - BAD PRODUCTS
AVOID! Horrible product and company.
I installed my boiling water tap 6 months ago, also just spent a fortune on this rip-off filters. The appliance is DEAD within 6 months of usage with a new filter in. It does not heat up. Stays at 26 degrees.
This is something that should easily last 5-10 years it hasnt lasted half of one year.
There are much better alternatives and happy to guide you elsewhere if you were considering Verana/Hanstrom. Extremely disappointed
22 July 2025
Unprompted review
Reply from Verana
Dear Customer,
Thank you for your feedback. We are very sorry to hear that your boiling water tap experienced a heating issue after six months of use, and we understand your frustration given the recent filter replacement.
We would like to clarify a few points regarding your review:
• Warranty Coverage: Our products come with a comprehensive manufacturer's warranty. For our tap fixtures (excluding the Olan and Saxan variants), we provide a full 24-month warranty coverage. Because this issue occurred just six months into usage, it fell well within your protected warranty window.
• Temperature Issue: A system that stops heating and remains at room temperature (around 26 degrees) typically indicates a localized electrical fault, a tripped safety thermal cutout, or an internal sensor issue rather than a total product defect.
• Customer Support: Our standard policy for any technical fault occurring within the warranty period under normal use is to replace or repair the component completely free of charge.
While we note this review relates to a past experience, we always aim to ensure our technical policies and warranty protections are clearly communicated.
Kind regards,
Verana
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