Needed to order some additional spare parts for my Perrin & Rowe Parthian kitchen tap. I had a general idea of what I needed to fix my problem but needed to double check with someone in Support Team.... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Exceptional customer service! Slightly damaged item was swiftly resolved all whilst on a telephone call. Tom set up a WhatsApp conversation that I could sent a photo of our issue along with proof of p... See more
Company replied
Friendly & very helpful support! After 5 years of intensive use in a very hard water area, our boiling water tap tank started leaking. I called P&R support, and got straight through to Owen, who was b... See more
Company replied
I had a problem with a shower rose and called in. Tom at Perrin and Rowe immediately owned the issue admitted that particular model had had similar issues and has sent me the upgraded version at no c... See more
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Company details
Written by the company
Perrin & Rowe, designer and manufacturer of brassware and sanitaryware. Our Kitchen and Bathroom products are handmade in England to the highest quality standards. Everything we make is designed to last and can be easily maintained with replacement spares readily available to purchase, both online and via Customer Services. Our products are designed to be self-serviceable, no plumber needed. The Technical Customer Service team for all after care support and advice are available as follows: Monday to Thursday: 9am to 5pm GMT Friday: 9am to 3.30pm GMT *Closed Public Holidays*
Contact info
Ferry Lane, RM13 9JY, Rainham, United Kingdom
- +44 (0) 1708 526 361
- customerservices@perrinandrowe.co.uk
- www.perrinandrowe.co.uk
4.7
Excellent
504 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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I was having problems with changing the…
I was having problems with changing the filter on a boiler tap and contacted Customer Service. When I said that I was having difficulty opening the filter housing they advised to try to descale it first which I tried but to no avail so they then sent me a replacement FOC under my warranty. The staff were very helpful and I received the new filter housing very promptly. Thank you
23 March 2026
Unprompted review
Reply from Perrin & Rowe
Thank you so much for your 5‑star review, Lyn!
We’re really pleased our Customer Service team could support you with the filter housing issue and arrange a replacement under warranty so quickly. It’s great to hear that everything was resolved promptly and that you found the team helpful throughout.
Thank you again for taking the time to share your experience.
First class Service
Linda. Was extremely helpful and identified our tap and the seals needed. I would not hesitate to buy from this business.
23 March 2026
Unprompted review
Reply from Perrin & Rowe
Dear Pete,
Thank you for taking the time to review your experience with Customer Service, and in particular referencing Linda.
We will certainly pass on your gratitude!
Perrin & Rowe are great
Perrin & Rowe are great. Whenever I have had any issues with our hot tap, they have been resolved promptly.
Highly recommend!
9 March 2026
Unprompted review
Reply from Perrin & Rowe
Thank you so much for your lovely feedback.
Providing a high level of after care support is paramount to our Customer Service team!
Replacement part
A lady called Brigid helped me on a project to replace a faulty diverter valve - making the whole quick an easy.
4 March 2026
Unprompted review
Reply from Perrin & Rowe
Dear Elliott,
Thank you so much for taking the time to leave a review.
Customer feedback is really important to us, and especially when one of the team is referenced. Brigid will be extremely happy!
Kindest Regards
Perrin & Rowe Customer Service Team
Customer service
I have wanted to speak with customer services a few times recently and this is where the excellence begins. When phoning, a simple choice of two options and then straight through to a knowledgeable person who can resolve the query. This level of support continues at all stages of communication and is equal to the brilliant quality of their products.
27 February 2026
Unprompted review
Reply from Perrin & Rowe
Dear Annie
We’re delighted to hear that reaching our Customer Service team was straightforward and that you were able to speak directly with a knowledgeable colleague who could resolve your queries.
Providing clear, effective support at every stage is incredibly important to us, so it’s great to know this matched your experience with the quality of our products.
Thank you for taking the time to share your feedback.
Excellent Customer Service
I cannot fault the excellent customer service team at Perrin and Rowe, especially Owen and Olivia, they were very helpful and couldn’t have done more to assist me with my query, going above and beyond. The Perrin and Rowe products are second to none and I would highly recommend them all. 5 STARS. Thank you for all your help.
19 February 2026
Unprompted review
Reply from Perrin & Rowe
Dear Victoria
We’re delighted to hear that Owen and Olivia provided such excellent support and went above and beyond to help with your query.
Your kind words about both our Customer Service team and the quality of Perrin & Rowe products mean a great deal to us.
Thank you again for your recommendation and for taking the time to share your experience.
Ionian aged brass deck…
We bought an Ionian aged brass deck mounted mixer tap. But beware the design meant it was susceptible to leaking on the water inlet fittings on the bridge of the tap. It is not a strong link.
If the manufacturer made a stronger design it would be a lovely tap. Unfortunately it didn’t work for us.
22 June 2025
Unprompted review
Reply from Perrin & Rowe
Dear Mr Carlyon
Thank you for taking the time to share your feedback.
We’re sorry to hear that the tap did not meet your expectations and that you experienced a leak.
Issues of this nature are uncommon and, as the tap was returned to the retailer under your consumer rights, we didn’t have the opportunity to inspect it ourselves to determine the cause. Our Customer Service team did discuss the support options available at the time, although we understand this wasn’t the outcome you were hoping for.
Your comments have been noted and shared, and we do take all feedback seriously as part of our ongoing review of product performance and customer experience.
Thank you again for raising this with us.
I had a fantastic experience with the customer service support.
I had a fantastic experience with this business. From the moment I contacted them, they were responsive and accommodating and resolved the hot tap replacement very efficiently.
26 February 2026
Unprompted review
Reply from Perrin & Rowe
Dear Elena
We’re so pleased to hear that our Customer Service team was responsive and accommodating, and that your hot tap replacement was resolved quickly and efficiently!
Providing a smooth, hassle‑free experience is always our aim, so it’s great to know this was reflected in your experience.
Thank you for taking the time to share your feedback.
I needed further information from one of their taps
I needed further information from one of their taps that I could not find online. I spoke to one of their reps and was very helpful in sending me over a technical sheet as well as explaining in detail via email.
14 February 2026
Unprompted review
Reply from Perrin & Rowe
Dear Philip
Thank you very much for taking the time to share your feedback. We’re delighted to hear that our team was able to provide the technical information you needed and explain the details clearly.
We always aim to make it as easy as possible to get the right information, so it’s great to know this was helpful. If you have any further questions or need additional support, please don’t hesitate to get in touch!
I ordered a replacement hot water tap…
I ordered a replacement hot water tap on 4/11/2025 , was asked to pay by bank transfer. This was done and I was told it would be 10- 12 weeks to receive the tap. 15 weeks later still no tap and no response from Perrin and Rowe even though they have been contacted by telephone numerous times and emailed. The last I heard they were checking with the factory but haven't gave me a firm date. At this point all I want is a full refund and I will just go else where. Not a great experience when you just want a simple transaction. Avoid the hassle and go where you get good service.
4 November 2025
Unprompted review
Reply from Perrin & Rowe
Dear Marie
We’re very sorry to hear about your experience and understand how disappointing and frustrating this delay must be, especially when you were expecting a straightforward replacement.
Perrin & Rowe products are supplied through authorised retailers and distributors, and from the details provided it’s likely your purchase was made via a retailer. Unfortunately, this means we’re unable to trace the order from this review alone.
That said, we absolutely want to help resolve this for you. Please contact our Senior Customer Service Manager, Wasiq Khan, via email at wasiq.khan@fbin.com. Wasiq will gather some further information and discuss the appropriate next steps with you.
This is not the experience we aim to deliver, and we appreciate you taking the time to raise your concerns. We’d welcome the opportunity to put things right.
Great taps, great service
Incredibly knowledgeable and helpful.
I wish all businesses knew their products as well.
Vijay was exceptional and helped me order parts I might need for taps bought in 2008.
Great taps , great service.
13 February 2026
Unprompted review
Reply from Perrin & Rowe
Dear Denise,
Thank you for your fantastic feedback.
We’re delighted to hear how knowledgeable and helpful Vijay was, and that he could support you with parts for taps purchased back in 2008! That’s exactly the level of service we aim to provide. It’s wonderful to hear such positive comments about both our products and our service.
Thank you again for your kind words.
Customer Service have been outstanding…
Customer Service have been outstanding - for various reasons there was a long delay in registering the warranty for my tap, and I knew I couldn’t do it straight on line. The response to my email was incredibly, swift, and immensely helpful. Issue avoided. Thank you.
Plus I love the tap (instant hot water - brilliant), and the design and finish are excellent.
5 February 2026
Unprompted review
Reply from Perrin & Rowe
Dear Dee
Thank you for your lovely 5‑star review. We’re so pleased our Customer Service team could help quickly and resolve the warranty registration with ease. It’s also great to hear how much you love the tap - instant hot water really is brilliant, and we’re delighted the design and finish met your expectations.
Thank you again for your kind feedback.
Could not have asked for more
Very helpful, professional, and courteous service. Thank you to Linda!
9 February 2026
Unprompted review
Reply from Perrin & Rowe
Thank you so much for taking the time to leave a review.
Customer feedback is really important to us, and especially when one of the team is reference. Linda will be extremely happy!
Kindest Regards
Perrin & Rowe Customer Service Team
Beautiful taps and great after care…
Beautiful taps and great after care customer service. You get what you pay for. Compliments to Craig in customer service!
30 January 2026
Unprompted review
Reply from Perrin & Rowe
Thank you so much for your lovely feedback! We're thrilled to hear how pleased you are with your taps and that you've had a great experience with our after‑care service. Craig will be delighted to receive your compliments - thank you for recognising his support.
We truly appreciate your kind words and your trust in Perrin & Rowe.
Tap repair…
I have one of there taps and after many years of use was beginning to leak from every orifice. So I gave them a ring explaining the problems .
Vijay the gentleman I spoke to was so helpful with ordering the parts and how to do the job. Highly recommend this company.
Kind regards John Marsh
26 January 2026
Unprompted review
Reply from Perrin & Rowe
Dear John, thank you so much for your wonderful review! We’re delighted to hear that your tap has served you well over the years and that Vijay was able to assist with the parts and guidance you needed. We’ll be sure to pass your kind words on to him.
We really appreciate your recommendation and are always here if you need any further support.
Beautiful but terrible
We purchased a Perrin & Rowe tap (aged brass Ionian mixer) via DeVol kitchens. All at once it manages to be the most aesthetically pleasing, most expensive and worst performing tap I have ever purchased.
It looks beautiful, but behaves like a cheap garden tap. There is no aerator included in the spout, though all of the taps we have in other areas, purchased for 90% less, have these as standard. Unbelievably, the video we sent with our complaint to DeVol showing water spatter going absolutely everywhere, all over the floor, counters and user, has been assessed by Perrin & Rowe to be “as expected”, and we’re told our only option is to buy a replacement spout, with aerator, for an extra £160.
This is certainly not as I “expected”. We do not have high water pressure and have had no issues with any of the other taps we’ve used in our renovations.
Whilst beautiful I strongly recommend against these taps, as they’re not fit for purpose. I have never had cause to consider the flow rate of a kitchen tap before, but this one causes an absolute mess each time it’s used. Really disappointed with this at this price point (or at any price point, really).
25 May 2025
Unprompted review
Reply from Perrin & Rowe
Dear Helen,
Thank you for taking the time to share your feedback, and we’re very sorry to hear that your tap hasn’t met your expectations. We completely appreciate how frustrating it is when something in daily use doesn’t feel quite right.
The DeVol Ionian model tap you purchased features a bi‑flow spout, which is designed specifically for low‑pressure plumbing systems. This version does not include an aerator, as its construction differs from the high‑pressure version that is supplied with a spray rinse. We understand that these technical differences aren’t always obvious when selecting a product, and we’re sorry that this wasn’t clearer at the time of purchase.
We’ve been working with deVOL throughout your case and have offered an alternative spout with an integrated aerator, which provides a softer, more aerated flow.
We would really like to continue supporting you to make sure you’re happy with the final result.
If you would be happy to contact us directly, please email Wasiq Khan, the Senior Customer Service Manager (wasiq.khan@fbin.com), with your contact details, as we’d very much appreciate the opportunity to resolve this with you.
Kind regards,
Perrin & Rowe Customer Service Team
emailed for parts for a kitchen sink…
emailed for parts for a kitchen sink mixer tap , one week before Christmas.
Sent photo of tap , today is 13 th January , still no reply
13 January 2026
Unprompted review
Reply from Perrin & Rowe
Hi Sticky,
We’re really sorry to hear about your experience and that you’ve been waiting for a reply. We always aim to respond promptly, especially to service queries like yours.
Our Customer Service inbox was fully cleared before Christmas, and without your full name or email address we’re unable to verify that we received your message or follow up on it.
In some cases, our replies can land in junk folders because they come from a generic email address - which may also explain why you haven’t seen a response.
We want to get this resolved for you as quickly as possible.
Please contact our Customer Service team directly on 01708 526361, option 1 at your earliest convenience so we can investigate further and assist you with the parts for your mixer tap.
Thank you for giving us the chance to put things right.
Updated 02/02/2026 - Hi Sticky,
The Customer Service team are concerned they still haven’t received any further information from you yet, however remain committed to help as soon as we have your contact details. Please feel free to reach out at your convenience.
Thank you
Perrin & Rowe Customer Service
Great customer service.
E-mailed for help with a problem with my hot water tank. Received a very prompt reply offering a few solutions which worked.
Thank you!
7 January 2026
Unprompted review
Reply from Perrin & Rowe
Thank you for kind words, we are really pleased we were able to help resolve your query and have you back up and running again!
Not fit for purpose taps!
An experience I never want to go through again. After spending 1 month trying to get a replacement tap as the hot water cartridge failed. They sent us two replacements of which still did not work!!!
They had the audacity to tell us they would result to the extreme level of replacing it!!
Plumber has been out twice to amend. Customer service is shocking.
Now we will be without a tap until the new year.
Stay clear of Perrin & Rowe people
18 December 2025
Unprompted review
Reply from Perrin & Rowe
Dear Mr Shaw, thank you for sharing your feedback. We’re sorry for the inconvenience you experienced and appreciate your patience while we worked to resolve this. Our taps are handcrafted and built to order, which means replacements can take a little longer than off-the-shelf products.
We’re pleased to confirm that your new tap was delivered yesterday, and our Senior Customer Service Manager, Wasiq Khan will be in touch again in the next few days to ensure everything is installed and working as expected.
Our goal is always to provide a high-quality product and service, and we hope this resolution restores your confidence in us.
If you need any further assistance, please don’t hesitate to reach out directly.
Updated 23 Jan - Dear Mr Shaw, I understand Wasiq Khan has tried to contact you a couple of times post receipt of the replacement tap. We would really appreciate an update to your review when possible. Many thanks!
Success!
I am pleased that this matter has now been resolved and am happy with the outcome. Thank you for addressing the issues.
18 December 2025
Unprompted review
Reply from Perrin & Rowe
Dear Geraldine
Thank you for taking the time to also share your feedback.
We’re sorry to hear about the difficulties you’ve experienced and appreciate your patience while we worked to resolve this. Our taps are handcrafted and built to order, which means troubleshooting and replacements can take longer than off-the-shelf products.
We’ve been in ongoing discussions with your husband, Mr. David Shaw, who also shared his experience in a separate review, regarding this same issue.
We’re pleased to confirm that a new tap has now been delivered, and Wasiq Khan, our Senior Customer Service Manager will follow up with Mr Shaw to ensure everything is working as expected.
Our aim is always to provide a high-quality product and service, and we hope this resolution restores your confidence in us.
If you need any further assistance, please don’t hesitate to reach out directly.
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