Equip2cleanレビュー 

Equip2clean からの回答

2026年6月24日 に更新

Hi Ben, Thank you for taking the time to leave such detailed feedback — it's genuinely useful and I'm sorry to hear you've had ongoing problems with the clamps on your Kiam carbon pole kit.

You've raised a fair point about the clamp design — if the plastic locating piece is shearing off across multiple poles, including after a replacement, that's clearly not good enough for the price point and we want to get to the bottom of why this is happening. I'm also sorry the communication during your first contact with us didn't feel as personal as it should have — that's not the standard we expect from our team and I'll be feeding this back.

On the spare parts point, I completely understand the frustration — it would make far more sense to be able to replace a worn clamp rather than the whole pole, and I'll be raising this internally as something we should look at offering.

I'd like to get this properly resolved for you rather than you having to go through the back and forth again. Please email me directly at jon.raven@equipmartuk.co.uk with your order details and I'll personally make sure this is sorted quickly and properly this time.

Kind regards,

Jon Raven
Head of Customer Service
Equip2clean

Equip2clean からの回答

2026年6月24日 に更新

Hi Steven, thank you so much for taking the time to leave us a review — it really means a lot! We're really pleased to hear you're happy with your bundle and that everything is working as it should. We always aim to sort any issues quickly and get replacements out without any fuss, so it's great to know that came through for you. Fast dispatch is something we pride ourselves on too, so glad that's been your experience. We look forward to helping you again whenever you need us! 👌

Jon Raven
Head of Customer Service
Equip2clean

Equip2clean からの回答

2026年6月12日

Thank you for taking the time to leave us a review. It's great to hear that both our delivery speed and communication met your expectations. We work hard to provide a smooth experience from start to finish, so your feedback is truly appreciated.

Jon
Head Of Customer Service

Equip2clean からの回答

2026年6月11日

Thank you for taking the time to leave us a review.

We're delighted to hear that you were happy with the service you received. Your feedback is greatly appreciated and motivates our team to continue providing the highest level of customer service.

Jon
Head Of Customer Service

Equip2clean からの回答

2026年6月11日

Thank you for taking the time to leave us such a detailed review.

We're sorry that your delivery was affected by issues with the courier, but we're delighted to hear that our customer service team was able to support you throughout the process and help get your order delivered successfully.

While delays outside of our control can be frustrating, we always aim to find a solution as quickly as possible, and we're pleased that the alternative courier was able to deliver your order the next day.

Your patience and understanding were greatly appreciated, and we're grateful for your recognition of our team's efforts. We hope you're happy with your purchase and look forward to serving you again in the future.

Jon
Head Of Customer Service

Equip2clean からの回答

2026年6月8日

Many thanks for your kind words. There's nothing better than hearing that the combination of trusted advice and top-quality products made a difference to your experience. We enjoy helping customers navigate the options available and find exactly what they need, so we're delighted that our recommendations hit the mark. Thank you for choosing us.

Jon
Head Of Customer Service

Equip2clean からの回答

2026年6月8日

Thank you for your review. We're delighted to hear that you found our service helpful and that our team's knowledge and understanding of the relevant requirements gave you confidence throughout the process. I will be sure to pass your kind comments on.

Jon
Head Of Customer Service

Equip2clean からの回答

2026年6月8日

Thank you for your kind review. We're especially pleased to hear that you enjoyed using our website. We've put a lot of effort into making it easy to navigate and simple to find the right products, so it's great to know that it helped make your shopping experience a positive one. We're also glad your order arrived quickly. We appreciate your feedback!

Jon
Head Of Customer Service

Equip2clean からの回答

2026年6月8日

We're delighted to hear that you were pleased with both the price and the delivery speed. Getting quality products to our customers quickly and at a fair price is what we're all about, so it's fantastic to know we got it right for you. Thanks for your support and for sharing your experience.

Jon
Head Of Customer Service

Equip2clean からの回答

2026年6月8日

Thank you for your review. We're pleased to hear that you found our service efficient. Providing a smooth and reliable experience for our customers is always our goal, and we appreciate you taking the time to share your feedback.

Jon
Head Of Customer Service

Equip2clean からの回答

2026年6月8日

Thank you for your fantastic review. We're delighted to hear that you were impressed with the quality of the hose and fittings, and that the precision machining met your expectations. It's especially rewarding to know you've discovered a product you're pleased to own. We truly appreciate your feedback and your support, and we look forward to serving you again in the future.

Jon
Head Of Customer Service

Equip2clean からの回答

2026年6月5日 に更新

Hi Steffan,

Thank you for your reply and for taking the time to explain your concerns in more detail.

I completely understand your comments regarding the level of support and communication you received. Having reviewed the situation, I can see why you were frustrated, and I apologise that we did not meet the standard of service you rightly expected.

As discussed with my colleague this morning, we have now arranged for the air filter housing to be sent to you free of charge as a goodwill gesture in recognition of the initial lack of support and the miscommunication throughout the process.

Your DPD tracking number is: 15509751251571, and the parcel should arrive on Saturday or Monday.

I am pleased that we have now been able to source the required parts and bring this matter to a satisfactory conclusion. While I appreciate this does not change your initial experience, I hope it demonstrates our commitment to putting things right when issues arise.

If, upon receiving the part, you feel that the actions we have taken to resolve the matter are worthy of being reflected in your Trustpilot review, we would be extremely grateful if you would consider updating it. Whilst we fully respect your original comments, we hope the final outcome and our efforts to rectify the situation can also form part of the overall picture.

Thank you again for your patience and understanding.

Kind regards,

Jon
Head Of Customer Service

Equip2clean からの回答

2026年6月4日

Hi,

Thank you for taking the time to leave your feedback. I'm very sorry to hear about the frustration and inconvenience you experienced throughout this order.

We appreciate that there were delays in getting the product to you and that the missing parts issue took far longer to resolve than it should have. While our team made several attempts to provide replacement parts, we understand your disappointment that these efforts did not ultimately provide a satisfactory outcome.

I do recall that we offered to arrange a video call to help fit the tap connections to the buffer tank, however finding a mutually suitable time proved difficult. Since then, we can see that the buffer tank has been returned to us and a full refund has been processed for the amount paid on the original order.

For clarity, the refund reflects the amount you paid at the time of purchase, as the order was placed using a discount code. This is why the refunded amount differs from the product's standard retail price.

We are sorry that your experience fell below the standard we aim to provide and appreciate your comments, as they help us identify areas where we need to improve. If there is anything further we can assist you with, please do not hesitate to get in touch.

Kind regards,

Jon
Head of Customer Service

Equip2clean からの回答

2026年6月4日

Thank you for your feedback. We are very sorry to read about your experience and the issues you have encountered with both the machine and the support you have received.

This is certainly not the level of service we aim to provide, and we would welcome the opportunity to investigate your concerns fully and work towards a resolution.

Please could you contact me on jon.raven@equipmartuk.co.uk
We value all customer feedback and would appreciate the chance to address your concerns and restore your confidence in your machine and service through a video call to get everything set up correctly.

Kind regards,

Equip2clean からの回答

2026年6月4日

Dear Mark,

Thank you for taking the time to share your feedback. We are sorry to hear that you have been disappointed with both the product and the communication you have received from us.

We understand your frustration, particularly regarding the issues you have experienced and your concerns about the handling of your emails and photographs. This is not the level of service we strive to provide.

We would welcome the opportunity to discuss this matter with you personally and work towards a fair and reasonable resolution. Please could you call our main office and ask for Jon, our Head of Customer Service, who will review your case directly and do everything possible to resolve the situation.

We genuinely value customer feedback and appreciate the opportunity to put things right. Should we be able to reach a satisfactory resolution together, we would be grateful if this could be reflected in your review.

We look forward to hearing from you.

Kind regards,

Equip2clean からの回答

2026年6月15日

Hi Dave, thank you for the kind words — really appreciated! We're glad you had a great experience with us and we look forward to helping you again in the future!

Jon Raven
Head of Customer Service
Equip2clean

Equip2clean からの回答

2026年6月4日

Thank you for your feedback.

We are sorry to hear about the difficulties you have experienced with the connection to your inline water cleaner. Having reviewed our records, we can see that our customer service team did respond to your enquiry and requested a video of the issue so that we could properly diagnose the problem and provide the most appropriate solution.

We appreciate that this matter remains unresolved and would like the opportunity to assist you directly. Please call our office and ask for Jon, our Head of Customer Service, who will personally review your case and work with you to find a satisfactory resolution.

We value your business and are committed to resolving any genuine product issues as quickly as possible. We look forward to hearing from you and getting this matter sorted.

Kind regards,

Equip2clean からの回答

2026年6月15日

with the new machine. Thank you for turning the experience around for me.
11:41

This is a brilliant one to reply to — Kayode had a genuinely rocky start but you turned it around, and he's acknowledged that publicly. Worth making the most of it!

Hi Kayode, thank you so much for taking the time to leave this review — it really does mean a lot, especially given the journey you had with us! We're sorry the Aquarius Hot 2800 didn't perform as it should have, and we completely understand how frustrating that must have been when things deteriorated further on its return. However, we're really pleased we were able to find a solution that worked for you with the upgrade to the Hot Poseidon, and that the transition was straightforward. We've also made sure the hose refund was sorted so you weren't left out of pocket. We hope the new machine serves you brilliantly — you deserve a smooth run from here! Thank you for sticking with us and giving us the chance to put things right. 🙏

Kind regards
Jon Raven
Head of Customer Service
Equip2clean

Equip2clean からの回答

2026年6月15日

Hi Simon, thank you for the great review — really glad to hear your order reached you quickly! We always aim to get orders out as fast as possible so it's great to know that came through. We hope you're enjoying your new equipment and we look forward to hearing from you again!

Kind regards
Jon Raven
Head of Customer Service
Equip2clean

Equip2clean からの回答

2026年6月4日

Thank you for your feedback and for your positive comments regarding our service.

We are pleased to hear that you were happy with the overall experience, although we are sorry that your delivery took longer than expected to arrive.

Feedback such as yours is important to us as it gives us the opportunity to review the performance of our chosen couriers and identify areas where improvements can be made.

We appreciate your business and thank you for taking the time to share your experience.

Kind regards,
Jon
Head Of Customer Service