Perrin and Rowe are the most amazing company to deal with. I inherited one of their mixer taps when I bought my house in 2020. The tap is probably 13-years old now and some of the consumable parts, wa... ãã£ãšèŠã
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The person I had been dealing with about a warranty issue was on vacation - I was impressed by the way that a colleague responded to my phone call, quickly reviewed past emails and dealt with the matt... ãã£ãšèŠã
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Dealt with Linda this morning and the service could not be faulted. Linda identified my taps, gave me product codes and ordered up the service parts needed. Further to this I've received videos explai... ãã£ãšèŠã
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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.... ãã£ãšèŠã
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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*
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Ferry Lane, RM13 9JY, Rainham, è±åœ
- +44 (0) 1708 526 361
- customerservices@perrinandrowe.co.uk
- www.perrinandrowe.co.uk
4.7
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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.
2026幎2æ27æ¥
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Perrin & Rowe ããã®åç
Dear Annie
Weâre 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 itâs 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 couldnât 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.
2026幎2æ19æ¥
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Perrin & Rowe ããã®åç
Dear Victoria
Weâre 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 deckâŠ
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 didnât work for us.
2025幎6æ22æ¥
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Perrin & Rowe ããã®åç
Dear Mr Carlyon
Thank you for taking the time to share your feedback.
Weâre 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 didnât 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 wasnât 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.
2026幎2æ26æ¥
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Perrin & Rowe ããã®åç
Dear Elena
Weâre 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, hassleâfree experience is always our aim, so itâs 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.
2026幎2æ14æ¥
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Perrin & Rowe ããã®åç
Dear Philip
Thank you very much for taking the time to share your feedback. Weâre 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 itâs great to know this was helpful. If you have any further questions or need additional support, please donât hesitate to get in touch!
I ordered a replacement hot water tapâŠ
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.
2025幎11æ4æ¥
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Perrin & Rowe ããã®åç
Dear Marie
Weâre 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 itâs likely your purchase was made via a retailer. Unfortunately, this means weâre 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. Weâd 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.
2026幎2æ13æ¥
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Perrin & Rowe ããã®åç
Dear Denise,
Thank you for your fantastic feedback.
Weâre delighted to hear how knowledgeable and helpful Vijay was, and that he could support you with parts for taps purchased back in 2008! Thatâs exactly the level of service we aim to provide. Itâs wonderful to hear such positive comments about both our products and our service.
Thank you again for your kind words.
Customer Service have been outstandingâŠ
Customer Service have been outstanding - for various reasons there was a long delay in registering the warranty for my tap, and I knew I couldnât 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.
2026幎2æ5æ¥
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Perrin & Rowe ããã®åç
Dear Dee
Thank you for your lovely 5âstar review. Weâre so pleased our Customer Service team could help quickly and resolve the warranty registration with ease. Itâs also great to hear how much you love the tap - instant hot water really is brilliant, and weâre 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!
2026幎2æ9æ¥
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Perrin & Rowe ããã®åç
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 careâŠ
Beautiful taps and great after care customer service. You get what you pay for. Compliments to Craig in customer service!
2026幎1æ30æ¥
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Perrin & Rowe ããã®åç
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 afterâcare 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 repairâŠ
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
2026幎1æ26æ¥
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Perrin & Rowe ããã®åç
Dear John, thank you so much for your wonderful review! Weâre 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. Weâll 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 âas expectedâ, and weâre told our only option is to buy a replacement spout, with aerator, for an extra £160.
This is certainly not as I âexpectedâ. We do not have high water pressure and have had no issues with any of the other taps weâve used in our renovations.
Whilst beautiful I strongly recommend against these taps, as theyâre 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 itâs used. Really disappointed with this at this price point (or at any price point, really).
2025幎5æ25æ¥
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Perrin & Rowe ããã®åç
Dear Helen,
Thank you for taking the time to share your feedback, and weâre very sorry to hear that your tap hasnât met your expectations. We completely appreciate how frustrating it is when something in daily use doesnât feel quite right.
The DeVol Ionian model tap you purchased features a biâflow spout, which is designed specifically for lowâpressure plumbing systems. This version does not include an aerator, as its construction differs from the highâpressure version that is supplied with a spray rinse. We understand that these technical differences arenât always obvious when selecting a product, and weâre sorry that this wasnât clearer at the time of purchase.
Weâve 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 youâre 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 weâd very much appreciate the opportunity to resolve this with you.
Kind regards,
Perrin & Rowe Customer Service Team
emailed for parts for a kitchen sinkâŠ
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
2026幎1æ13æ¥
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Perrin & Rowe ããã®åç
Hi Sticky,
Weâre really sorry to hear about your experience and that youâve 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 weâre 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 havenât 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 havenât 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!
2026幎1æ7æ¥
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Perrin & Rowe ããã®åç
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
2025幎12æ18æ¥
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Perrin & Rowe ããã®åç
Dear Mr Shaw, thank you for sharing your feedback. Weâre 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.
Weâre 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 donât 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.
2025幎12æ18æ¥
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Perrin & Rowe ããã®åç
Dear Geraldine
Thank you for taking the time to also share your feedback.
Weâre sorry to hear about the difficulties youâve 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.
Weâve been in ongoing discussions with your husband, Mr. David Shaw, who also shared his experience in a separate review, regarding this same issue.
Weâre 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 donât hesitate to reach out directly.
Outstanding.
Outstanding.. Olivia was very attentive and understood exactly what I needed for my tap, after sending her an email.
Great customer service. Sheâs an asset to Perrin & Rowe
2025幎12æ12æ¥
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Perrin & Rowe ããã®åç
Thank you Carolina for your kind words regarding the service you received from Olivia. We will pass them onto her Manager.
It was a pleasure speaking with CraigâŠ
It was a pleasure speaking with Craig of Perrin & Rowe this morning ref with a problem I had with my shower, as he new his job and talked with me explaining everything. and he was polite and e-mailed me picture of the shower so he could explain better.
2025幎12æ10æ¥
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Perrin & Rowe ããã®åç
Dear Paul, Thank you for taking the time to review Perrin & Rowe, and for your kind comments. We'll pass those onto Craig. Hopefully the problem is now resolved, but please feel free to contact us again if not, or at any point in the lifetime of your shower, should you need further assistance.
Friendly & very helpful support
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 both friendly and knowledgeable, enabling me to quickly order the necessary spare part online, and even emailed me with installation and troubleshooting instructions. I have been very impressed with all of our P&R products, and now with their after sales support too. Many thanks!
2025幎11æ26æ¥
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Perrin & Rowe ããã®åç
Dear Raff, Thank you for taking the time to write a detailed review of Perrin & Rowe on Trustpilot. We really appreciate it, and will pass your kind comments back to Owen. We stock parts for virtually every tap we have ever made, so please do not hesitate to contact us, at any stage in the lifetime of your tap, if we can be of further assistance.
Called Customer Services as I had aâŠ
Called Customer Services as I had a problem with my tap, spoke to Olivia who couldnât have been more helpful.
2025幎11æ14æ¥
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Perrin & Rowe ããã®åç
Just a brief note to thank you for posting a Trustpilot review of Perrin & Rowe. It's greatly appreciated. It sounds like your problem has been resolved, but do feel free to call our Customer Services team again, at any point in the life of your tap, if you need further assistance.
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