This company was highlighted by another supplier who couldn’t provide the part within a reasonable timeframe. I ordered the part online, paid for next day shipping as I had lined up the repair to fi... See more
Company replied
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See what reviewers are saying
Everything went great parcel arrived next day as promised. Only issue was not getting any order confirmation emails. I knew the item was paid with PayPal but I’d expected an email to confirm order was... See more
Company replied
I contacted them after the plastic clip holding the bottom panel on my boiler broke off. Design fault as not old or touched much except yearly maintenance. Anyway when I searched for Worcester Bosch b... See more
Company replied
I just wanted to share my experience with Heat Xchange—they absolutely deserve five stars! Their communication is fantastic, and their prices on boiler spares are really competitive. What stood out th... See more
Company replied
Company details
Written by the company
The Heatxchange has over 40 years of hands-on experience supplying Heating Spares and controls to the trade and public. We supply genuine boiler parts and all are brand new with 12 months warranty. As well as boiler spares we also supply fire spares. We provide a fast and efficient delivery service with a range of carriage options including free delivery for orders over £100. We are available on the phone or email to answer any quires you may have. Our prices are very competitive and we will always do our best to price match a like for like quote.
Contact info
5 Norton Road, Pelsall Walsall, Pelsall Walsall, WS3 4AY, WALSALL, United Kingdom
- 01922694724
- sales@theheatxchange.co.uk
- www.theheatxchange.co.uk
3.9
Great
197 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 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
No confirmation of my order - but money now refunded
I ordered a Worcester boiler spare part on 16/03/2023.
Shortly after Heatxchange responded to my Trustpilot review (their review which I politely challenge -pls see below) I received an email: “We are sorry to inform you that this part is now obsolete, we will refund you now.” ( I got refund next day.) This is the only direct communication I have received.
- I did not receive an email order confirmation.
- Nothing from Heatxchange in my spam I can see I didn't a search: "No results." I checked a second time.
- I ordered part from an alternative supplier. I got an immediate order confirmation from them to my inbox.
- No response from Heatxchange to their ‘check order progress’ webform that I completed.
- Their phone no. given longer works - as they confirm.
- No response received to the contact form I also sent them on 16/3.
- No indication on their site that i could see on 16/3 that Heatxchange was closed 17 - 20 March.
- Thanks for your reply - I simply do not accept your explanations about messages being sent me. But to be fair: I have added one star as you have refunded my money on 21 March. Finally, you would be well-advised to put the same amount of effort into reponding to customers' orders as you do to Trustpilot reviews!
19 March 2023
Unprompted review
Reply from Theheatxchange
Please can you reconsider this review please as you say this order was placed on the 16/3 at 17.57 and we was closed so first opportunity we had tp process it was the 17/03 and you have ordered the part on a 5-7 day lead time so earliest you would receive is 22/03. As regards emails you should of had a order confirmation at time of ordering please check your spam, Our phone line is working but due to current demand we are asking people to email as per the message, we received your email on Friday 17/3 at 21.24, unfortunately we are closed for the weekend so we could not reply till Monday 20/3 which we have done at 09.56, this may have also gone to your spam. im also guessing the 5% discount has gone to spam . please can you check this, but please note we do respond to all emails and we have even replied to this review within a hour. please consider removing this 1 star review as we have responded to all your emails, and your part is not due for another 2 days as per the carriage option chosen.
Update- Im sorry you cant find our reply but i can promise they was sent as we have records here as you can see by our replies on here we are very attentive to emails and always aim to respond within a hour (within working hours), We are closed on weekend like most business, it is hard these days as Amazon is 24/7 and people expect small business to be the same but its just not possible. I'm sorry your part is obsolete , but glad we refunded you swiftly. sorry for any inconvenience caused
Don't tell people you do overnight…
Don't tell people you do overnight delivery, charge them for it then don't deliver for 3 days.
3 March 2023
Reply from Theheatxchange
Please note next day delivery is week days - you ordered on a Saturday so we could not process the order till Monday and you got it on the Tuesday. If you have ordered say on a Wednesday we would of sent that day and you would of received on the Thursday. but if you order on a Friday you would get it Monday. and if you ordered on a Saturday/Sunday it would be sent out Monday for Delivery Tuesday. Unfortunately we are not Amazon with 7 day a week delivery. Just to not it does also say this on the website when you order
Very quick delivery
Very quick delivery
Paid the £15 for the next day before 12PM delivery and received the item around 11AM. Arrived before the actual boiler repair person, which is exactly what I needed.
Thank you very much. Very happy.
2 March 2023
Reply from Theheatxchange
its great when the carriers do there job - thank you for the order
No fus easy to find what you were…
No fus easy to find what you were looking for and at reasonable prices
2 March 2023
Reply from Theheatxchange
thank you for your order
Customer Service
Customer service have gone above and beyond to rectify an issue - much appreciated and would use again
2 March 2023
Reply from Theheatxchange
i can't give you an excuse on this - the carrier has let us down, i will send a replacement out today - sorry about your bad experience - we do try to answer all emails within a hour on weekdays - at the weekend it is Monday before we can reply
As of date not received the part I…
As of date not received the part I ordered 02/03/23
Thanks for the reply just confusing that asking for review when not received the part.
2 March 2023
Reply from Theheatxchange
This order was not placed till 22.55 on the 27/2/23 so would not be processed till 28/2/23 also the item was ordered on a 3-4 day delivery (there is a next day delivery option) so delivery date is not due till 03/02/23 or 04/02/23.
please can you consider your star rating as the goods are not even due to you yet.
Firstly I paid extra for next day…
Firstly I paid extra for next day delivery. This did not happen and when queried with the seller they blamed parcelforce, which may or may not be accurate but there was no suggestion of refunding the extra cost.
Secondly the item is not exactly as it appears on their website the original fitment and the one advertised both have a window into the combustion chamber. The item actually supplied does not. I don’t know the significance of this but technically I was not supplied with what I ordered.
I don’t think I’m likely to use this company again.
27 February 2023
Reply from Theheatxchange
i can only apologise for the delay, we have to rely on carriers and they are not always 100%
The electrodes have changed they have done away with the sight glass as this kept leaking and releasing gases into the room, do the updated version does not have this. we have kept the old picture for ref so people can match what they have.
I have ordered a boiler front cover
I have ordered a boiler front cover. order number Ref: KB479244734. it was supposed to be a next day order. I have paid for that service. iam still waiting for the product...
27 February 2023
Unprompted review
Reply from Theheatxchange
this order was placed on Friday 24th Feb, and next working day delivery is today Monday 27th Feb, please note deliveries can be any time up to 7pm, but will arrive next working day as paid for.
The heat exchange does not seem to hold…
The heat exchange does not seem to hold any stock. So when you order they order from manufacture so takes three times as Long as web site states.
Ordered parts on 10/02/23 and still waiting on the 23/02/23
Contacted company got tracking reference and only dispatched on 22/02/23 being delivered by Royal Mail so who knows when I will get it
Can not recommend the company very very poor service
23 February 2023
Unprompted review
Reply from Theheatxchange
This item was out of stock at time of ordering, like most industries at the moment there is longer than normal lead times. we hold over 50,000 items in stock but unfortunately can not stock all items, sorry for any inconvenience caused
Great service
Great service, willing to help you to get the right part, fair pricing. Highly recommended.
Mr. B Cheema
31 January 2023
Reply from Theheatxchange
thank you for your business
Has not arrived!!
1 February 2023
Reply from Theheatxchange
this order was placed on 1st of Feb on a 5-7 working day delivery. this item is due to arrive to you today, i do apologise as it is a couple of days late
Really good!
Ordered a boiler part at 1pm on Tuesday, arrived 10am the next day. Very well packed - no possibility of any damage. Very easy web site to use, good price....just perfect really
7 February 2023
Unprompted review
only critisism is they should check stock BEFORE accepting an order
it took time to understand their communications
6 February 2023
Unprompted review
Reply from Theheatxchange
Refund was done within a hour, it will not show in your account for 24-48 hrs, this is out of our control unfortunately
Told part could be delivered next day 4…
Told part could be delivered next day 4 hours later informed 5-7 days what happened to digital stock taking ? Feels like I was conned , having read the reply I still don’t understand, why agree to deliver next day, including a hefty fee for it then say it’s not in stock, so can’t be done overnight yet reply that it’s because the destination is Northern Ireland? The original explanation contradicts that answer !
1 February 2023
Reply from Theheatxchange
Sorry about this, this is because you are in Ireland and delivery does take a lot longer especially since brexit
Range of Products /Web Access Good.
Range of Products /Web Access Good.
Product Order accepted as ‘In Stock’. 24 Hours later advised that Product was Out of Stock. Order cancelled
1 February 2023
Reply from Theheatxchange
Sorry this happened hopefully we can help in the future
Very good service can’t fault them
1 February 2023
Reply from Theheatxchange
thank you for you business
Reply from Theheatxchange
sorry about this sometimes the carrier does let us down
Reply from Theheatxchange
thank you for you business
Excellent service
Excellent service, cant fault them at all. 100% would recommended them and have done.
1 February 2023
Reply from Theheatxchange
thank you so much for your business
Item listed on website but not…
Item listed on website but not available.
cost me an extra day without heat/hot water.
1 February 2023
Reply from Theheatxchange
Sorry about your experience we do keep over 500000 items on our site and sometimes stock issues do happen - once again sorry for the inconvenience
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