Horrible company, sold a faulty unit, and stopped responding to calls, ruined my hard earned reputation and trust from a client, would never, ever recommend this company
Response from HanstromMay 22, 2026
We are deeply concerned to read this feedback and sincerely apologise for the impact this has had on both you and your client. We understand how critical reliability is when your professional reputation is on the line, and dropping communication is completely against our standards.
As our units are covered by a 2-year warranty, we want to urgently investigate why your calls went unanswered and resolve the issue with the faulty unit immediately.
We value our trade partners and customers, and we want to make this right.Please email our senior management team directly at [email protected] or call us on 01924 730 525 with your order reference. We will prioritise your case to find a swift solution for you and your client.
Best regards,
The Hanstrom Team
SS
Sallie S.
Shocking customer service
Shocking customer service. We received our 4 in 1 hot tap quickly - that part was 100%. We booked in our plumber to fit the tap. After disconecting our standard tap, he fitted the hot tap. Nearing completion, he discovered the end of pipe 5 had the wrong connector. I contacted Hanstrom and spoke to someone who sounded like they really didn't want to be there!! He asked for a video of the faulty part to be sent to them via WhatsApp. This was sent and we heard no more. Phoned them back later to be promised that the correct part would be posted out to arrive with us the next day. Nothing arrived, phoned them back and was promised again that they would send out the part for the next day. This time something did turn up 2 days later but it was the wrong part. I'm not sure how they got it so wrong!!! Once again, we were back on the phone trying to explain what part was wrong...this was easy enough as it has a part number against it in the installation manual. Eventually the correct part arrived and we then had to wait for our plumber to have availability to come back to us. In all, we were 2 weeks without a kitchen tap. So far, the 4 in 1 hot tap is great, it's lovely having that instant hot water but I dread having to deal with Hanstrom in the UK again
Response from HanstromMay 22, 2026
We are very sorry to hear about the stress and inconvenience this caused during your installation. While we are glad you are now enjoying the benefits of your 4-in-1 tap, being left without a kitchen tap for two weeks is completely unacceptable, and we understand your frustration with how your case was handled.
Delivering the wrong part and failing to follow up as promised does not reflect our service standards. Your experience highlights a clear breakdown in our communication and dispatch process, and we are addressing this with our support team to ensure it does not happen again.Please rest assured that your system is fully protected by our 2-year warranty should you ever need us.
We would like the chance to restore your confidence in our brand—please drop us a quick line at [email protected] or call us on 01924 730 525 referencing your order details so we can register this feedback directly to your account.
Best regards,
The Hanstrom Team
MB
Milan B.
Star – If I Could Rate It Lower, I Would
I’ve genuinely never experienced customer service like this, and not in a good way. I bought this tap expecting it to reach the advertised 100°C. Instead, it stubbornly tops out at 79–80°C, making it about as useful as a moody kettle on strike.
I reported the issue in early November and what followed was a month-long loop of requests for more videos, more tests, more hoops to jump through. I supplied every bit of evidence they asked for, sometimes twice, only to be told to wait another week… and another… and another. At one point they even suggested my thermometer was “miscalibrated,” because apparently it’s easier to blame the customer’s tools than accept the product might actually be defective.
After all of this, the offered solution was to pay a £50 deposit for a replacement of a unit that was faulty from day one, or send mine back first and be without hot water. Magical options.
The product doesn’t meet its advertised functionality and the support process has been exhausting. If you value your time, money, or sanity, I’d strongly recommend looking elsewhere. This has been nothing but a slow motion headache.
Response from HanstromMay 22, 2026
We are truly sorry to hear about the exhausting experience you have had with our customer support team and the temperature issues with your tap. We completely understand your frustration with being asked for repeated evidence and the suggestion regarding your equipment; this is not the level of service we aim to provide.
As your tap has experienced these temperature issues from day one, it is fully covered under our 2-year warranty policy, and you should not have been met with such a protracted process to get it resolved. Our team uses standard troubleshooting steps to diagnose issues remotely, but we clearly handled this with a lack of flexibility and speed.
We want to step in immediately to resolve this headache without forcing you into unfair options. Please contact our senior management team directly at [email protected] or call us on 01924 730 525 with your order reference so we can bypass the standard queue, waive any standard deposit terms, and arrange a swift replacement for your faulty unit.
Best regards,
The Hanstrom Team
AM
Amy
Boiler broke just out of warranty
Boiler broke just out of warranty
Response from HanstromMay 22, 2026
We are very sorry to hear that your boiler has broken down. We completely understand how frustrating it is to deal with an appliance issue, especially when it happens just after the warranty period has ended.
Our 2-year warranty policy is put in place to cover the electrical and manufacturing lifespan of the components from the date of purchase. Because boiling water taps operate at very high temperatures, internal components are highly sensitive to water quality. Over time, particularly in hard water areas, rapid limescale accumulation is the most common cause of sudden element failure rather than a manufacturing defect.
Although the official 2-year coverage has passed, we do not want to leave you without a working system. We would like to look into your order details to see how we can best support you, whether that is through technical troubleshooting advice or by offering a subsidised replacement boiler tank to get your tap running perfectly again.
Please reach out to our team directly at [email protected] or call us on 01924 730 525 with your original order details so we can find a fair solution for you.
Best regards,
The Hanstrom Team
PH
Phil
Terrible company, Avoid!!!!
Terrible company, avoid at all costs!
I have the same issue as many other customers, the water tanks fail and the company do not want to offer a replacement only a discount on a new tank.
£150 every 2 years for tank failure is a terrible service.
This is after the lever spring broke which took many emails to them to replace it, they blame everything on not changing the filters but a lever won’t brake after 3 months and be caused by a filter than doesn’t need changing for 6 months!
Customer support is terrible, nobody answers the phone, webchat only.
Do not be fooled into buying these cheap taps, save your money a buy one from the more expensive reputable companies.
Update - 01/06/26
I contacted Hanstrom today, as advised in their reply. Unfortunately, all that did was prove the point I made in my original post: they have terrible customer service and are not a reputable company.
They actually seemed to think I was still sitting here six months later with the same broken tap. They said it would be replaced if I still had it, but when I questioned why it had taken six months for them to get in touch, and whether they really thought I would still be waiting, they gave me the same useless excuses as last time.
I was understandably annoyed, especially as they were the ones who told me to get in touch. The person I spoke to then disconnected the call.
My advice remains the same: do not be fooled into buying these cheap taps. Save your money and buy from a more expensive, reputable company instead.
Response from HanstromMay 22, 2026
We are very sorry to hear about your experience and the frustration you have faced with both your tap lever and your boiler tank, as well as the difficulties you experienced reaching our support team.
Regarding the lever spring, a mechanical component failing after just 3 months is completely unacceptable and is fully covered under our 2-year warranty policy, regardless of filter cycles. We apologise for the delayed communication you faced in getting that part replaced.
For the boiler tank, our 2-year warranty covers all manufacturing faults from the date of purchase. While water quality and filter changes are critical to preventing limescale calcification inside high-temperature systems, we understand your frustration if a failure occurs right at the end of this cycle.
We want to investigate your case personally and see how we can better support you. Please email our senior management team directly at [email protected] or call us on 01924 730 525 with your order details so we can review your history and find a fairer solution for you.
Best regards,
The Hanstrom Team
CK
CK
Fine until it wasn't.
Fine until it wasn't.
All seemed okay until just after the warranty ended (funny that!). The heating mechanism stopped working entirely. They told me to replace the filter initially, which led to flooding, and paying an emergency plumber. When I went back to them to tell them they needed to send someone they told me I'd have to replace the unit. They "kindly" offered to give me a discount on a new heating unit, stating that since my purchase it is a "now substantially better product". Buyer beware... I wouldn't trust them again.
Response from HanstromMay 22, 2026
We are very sorry to hear about the breakdown of your heating mechanism and the stress, inconvenience, and plumbing costs you experienced during this process. This is absolutely not the experience we want our customers to have, and we fully understand your frustration.
Our standard 2-year warranty covers all internal manufacturing faults from the date of purchase. Because instant boiling water taps maintain very high temperatures, they are highly sensitive to mineral buildup. Over time, especially in hard water areas, rapid limescale accumulation remains the primary cause of sudden heating element failure rather than a manufacturing defect, which is why regular filter maintenance is critical.
While we must adhere to our 2-year warranty terms uniformly, we hear your feedback regarding how the troubleshooting advice and subsequent replacement options were communicated. We want to personally review your case and look into the details of your correspondence. Please reach out to our team directly at [email protected] or call us on 01924 730 525 with your original order reference so we can find a fairer way to support you.
Best regards,
The Hanstrom Team
CY
Craig Y.
4 in 1 Flex Pro Issue
4 in 1 Flex Pro Issue
Horrendous customer service and lack of empathy on this situation.
I demonstrated the issue, was sent the rubber hose insert for the boiling/filtered water which is supposed to easily slide into the hot/cold water flex. It most certainly does not and is impossible to get through. I have explained and evidenced this, only to be told they do not supply the black flexi hose and was told to get a plumber. Luckily I work in estates and facilities and actually have a plumber who works for me so I got his second opinion in which he stated it would never go through which backs my claim here.
I was asked to show the pinch points, how can I show whats inside a hose? Should I go buy an endoscope for this ? lol
This is a simple removable part and should be easily supplied. But no, I've had a mix of unuseful and borderline rude responses throughout the day!
Spent the whole day arguing over email and now just getting blanked.
So I'm now sat with an expensive tap in a family home which is basically an ornament.
RAGING
Response from HanstromMay 22, 2026
We are very sorry to hear about the intense frustration this situation has caused and the poor experience you had with our email support. Being left with an incomplete installation in a family home is incredibly stressful, and failing to respond to you after a day of communication is completely against our standards.
If a part cannot be fitted or is physically blocked, we need to resolve this swiftly rather than creating extra hurdles or making you feel ignored. Because our products are fully backed by a 2-year warranty, you should not be left struggling with a component that your plumber has confirmed cannot be installed.
We want to step in and get this sorted out for you immediately without any further arguments. Please reach out to our customer care team directly at [email protected] or call us on 01924 730 525 with your order reference. We will look into your email history and ensure a proper, working solution is sent out to you right away.
Best regards,
The Hanstrom Team
BG
Ben G.
Avoid Hanstrom - consistently awful product quality and customer service
Installed a 3 in 1 tap and boiler as part of a renovation. Boiler performance has been dreadful and has required 2 replacements in three years. Each time the boiler has failed weeks after the 12 month warranty expired despite regular filter changes. The boiler has performed like a kitchen consumable not high end appliance. Customer service following both failures utterly lacking. There is no customer service phone number, only email. Response time is slow and on both occasions the response was desultory, taking an accusatory tone, demanding proof of purchase of replacement filters. When proof was provided of purchase via a third party (of certified Hanstrom filters), Hanstrom customer service implied I had purchased invalid parts. No attempt at all to offer a feature of goodwill or even to recognise the unacceptable performance of the appliance. Strongly advise purchasing an alternate brand. I am installing a 3 in 1 tap in another property and will pay a premium for Quooker. Atrocious product quality for the price and equally atrocious customer service.
Response from HanstromMay 22, 2026
We are very sorry to hear about the repeated failures you have experienced with your boiler tanks over the last three years, and we understand your deep frustration regarding the tone and quality of the support you received. Having to replace a major kitchen appliance multiple times is entirely unacceptable, and we apologise for the lack of goodwill or empathy shown during your interactions.
Our standard manufacturer's warranty spans 2 years from the date of purchase to safeguard our customers against internal defects. While high-temperature systems are highly sensitive to mineral buildup, if you were regularly changing your certified filters, your case should have been treated with much greater care and flexibility rather than an accusatory approach.
We take your feedback regarding our email response times and customer service style very seriously, as this does not align with the standard we expect for our customers.
We would like the opportunity to review your full case history and the correspondence regarding your certified filter proof.
Please reach out to our customer care team directly at [email protected] or call us on 01924 730 525 with your original details so we can investigate this thoroughly and find a fair way to make things right.
Best regards,
The Hanstrom Team
