Hansgrohe UK Anmeldelser 

I needed to seek advice from Hansgrohe the supplier of a tap which was among a list of bathroom furniture items, which was supplied by a local company Ebberns in Apsley in May 2024. We experienced a problem with the taps water flow, in my wife’s wash basin. Due to a lack of inertia on our part. 2 years later we discovered Ebberns had selected the wrong tap.I raised the matter with Hansgrohe, and I was referred to the customer technician Emma Wood, who in a reply to my email explained, that the tap was specifically for a high pressure water system not gravity fed. I was impressed by Emma’s professionalism in handling my problem, by suggesting a replacement aerator either to Ebberns or my home address. I suggested Ebberns and it arrived 24 hours later, FOC.
I fitted the aerator immediately and took a picture of the
Vastly improved water flow, which I sent to Emma, letting her know how delighted my wife was, which I could not have come ask for anything more, and thanked Emma for resolving our problem so efficiently.An excellent ambassador for Hansgrohe.

Brand new tap, slow to shut off and constant drip. They asked for video which I supplied. They sent a plumber to look at, he changed cartridges and no better. He took a video and said head office would contact to advise. Last I heard.
Poor quality for price

The service that I received from Customer Technician, Emma Wood was flawless, and there are no other words other than that.

We have ordered numerous AXOR products, one of which open opening the box had all connection parts missing.

Emma was not only prompt in responding to all my queries via email, she provided a stressless and speedy solution in offering to send all the missing parts directly to me which was covered in the warranty.

It is a rarity these days that you are able receive a response let alone an immediate solution. Emma should be commended not only for her product knowledge and performance but her sheer ability to have a conscience to undertake her job with a high level of due care and attention.

I wish there were more Emma's within businesses, unfortunately, this is definitely not the case!

Thank you, Emma xx

The most reliable company. If any issues, helpful customer service.

Excellent customer service new hose sent out immediately can’t fault them.

The best customer service I've experienced in recent years. I sent an email to Hansgrohe as the handle of the mixer tap I'd had installed three years ago was not closing properly. Not only did I receive a prompt email from customer support, I was amazed that the spare part was delivered the following day.

Metropol tap terrible. Have two installed in new build. Aerator on one broke after 9 months and both cartridges have gone floppy. Hansgrohe uk don’t care unhelpful and won’t send spares to our location. AVOID AVOID AVOID

Our Hansgrohe kitchen mixer tap developed a problem after a fairly short time. I contacted customer support at Hansgrohe who advised that the cartridge needed replacing. They ordered it from Germany and arranged for one of their plumbers to fix it. He rang to arrange a convenient appointment, arrived promptly and carried out the repair in minutes. He was extremely polite and advised us not to use cleaning products on the tap in future, just plain water. All this was done free of charge. Unbeatable service from Hansgrohe.

Excellent service provided, especially by Emma in researching the correct parts required to fix the shower

Emailed Hansgrohe a photo trying to trace a part for a shower, within 24 hours they contacted me with the part order number and said as the faulty part was only three years old they would replace it under warranty.
Part delivered the next day excellent customer service a rare commodity these days

The service that i recieved initially from Lewis on 21/10/25 and Emma Wood on 22/10/25 was absolutely impeccable. The after sales support is just 1st class and that is why i keep on buying Axor Hansgrohe.

Just had a call with Ben Bushell in Technical team regarding issues with my water temperature . Ben went the extra mile by sending me a link which allowed him camera access to my shower controls and after lots of great advice and guidance managed to give me a much easier solution . No need to replace the cartridge after all ( phew!) and just needed a simple tightening of a grub screw to secure the handle. All good . Amazing support from a fantastic quality of shower systems .

We emailed Hansgrohe customer services and were really impressed with their responses. We dealt with a Customer Technician named Emma. Emma was incredibly quick to respond, and took the time to help explain why we were experiencing the issues we raised. We received replacement part in less than 24 hours which was a brilliant service. Emma kindly provided instructions with how to fit the replacement.

We have 3 bathrooms in our house which each contain a significant number of Axor Hansgrohe products. This is one of their premium ranges, as one bathroom designer told us recently, it's the Rolls Royce of bathroom equipment, I would say it's more like a Robin Reliant, Skoda or Lada of the 1980s. The retailer was CP Hart another company with terrible customer service.

The total amount ordered from them is around £4,000. The following items have all had problems.

AX One Thermostat Concealed 2 Outlet Chrome - >> Pop-up waste failed within a few weeks of install

PO Number 491396 - Hansgrohe Ltd
AXOR Citterio E shower set with Raindance Select S 120 3jet hand shower chrome
Supplier code: 36735000
>> Handheld shower holder sliding back down to the bottom within a few weeks also.

PO Number 491396 - Hansgrohe Ltd
ORGANIC TWO HANDLE BASIN MIXER 240mm AND WASTE CHROME
Supplier code: 12014000

>> We have two of these and these became very stiff to turn. One in my disabled mother-in-law's bathroom, she could not turn. They were becoming stiffer over a 2 year period or more. Eventually, when they became pretty much un-useable I contacted CP Hart who fobbed me off to Hansgrohe. Hansgrohe technicians told me the taps were out of warranty, which I guess I too softly accepted. But the probably has been initially happening for some time, i.e., with the warranty period. I brought a ridiculously priced new cartridge for one of the taps at £150. They sent me the wrong one, one for a larger version of the tap. This was only realised once my plumber tried to change the cartridge. So this cost me a call out charge of circa. £70 . When I went back to Hansgrohe there was no apology, firstly they denied it was the wrong part. Then I had to have a video call with them and they accepted it was the wrong part. At this point they claimed the wrong part was due to them not having enough information. I sent them the original invoice which has the right size on it, 240mm, during my first email communication with them. They are incompetent and covering their backs, very unprofessional. Also, when I complained asked for a formal complaints procedure to be initiated and asked for compensation for the wasted plumber call out, they refused both. That is, either they don't have a complaints procedure or refused to initiate it on request.

They sent out the right cartridge and said they did not want the original one, which was for a larger version of this tap back. Clearly, these cartridges have little or no value to them, and certainly don't cost anywhere near the £150 they are charging.

I changed the cartridge on a call with them and using the knowledge I had gained from my plumber's visit. On the other tap it is impossible to separate the cartridge from a part of the tap and hence, it cannot be changed and now the tap is pretty much unusable and a replacement now costs in the region of £500, post-covid prices. These taps are clearly faulty especially the one where the cartridge cannot be removed. Also, there aforementioned products are also faulty. This is not the Rolls Royce of products or customer service. It is the Robin Reliant of products and abysmal cowboy customer service from what one might expect to be a respectable premium business. Please be careful and if possible avoid and use a more respectable company, that's my honest advice and review.

“I would like to compliment your customer service advisor Lewis Kyberd for providing outstanding support. They were exceptionally helpful and went above and beyond to assist me. Their professionalism and dedication truly reflect the high standards of Hansgrohe.”
Thank you Lewis

This a follow up to my wife Pam's post of 22nd August. Having received the replacement part as an inexperienced but determined DIY'er I set about installing same. This necessitated a number of email exchanges with Daniel the customer technician. What a joy to deal with a motivated and genuinely helpful person. Let us hope Hansgrohe never revert to chatbots. Graeme

We have a hot-water flow issue which the heating engineer has isolated to a previously installed bathroom shower unit. It's become quite complicated and some way off being resolved, but Daniel Hubbard (Customer Technician) at Hansgrohe UK has been superb from the start and it's safe to say without his responsiveness, attention to detail and continued patience I would by now have given up. If Daniel's approach to problem-solving is a fair representative of Hansgrohe UK I can thoroughly recommend them.

Had a problem with our shower and getting nowhere with the installers went directly to Hansgrohe. What an experience, they were so helpful and friendly and even though we were out of warranty on the part they replaced it for free. Fabulous service.

Helped me identify a bolt on replacement shower body to replace my no longer available existing installation. It meant I did not have to adapt my shower in any way and saved me significant money. This level of service, the quality of Grohe and the long term availability of spares is why Grohe is worth the money.

Mr Ben Bushell was so helpful! My dad is so happy he finally found the spare parts he needed! Thank you Ben!