Crosswater Ltd Reviews 

A mid range British brand or so we thought! We did all our 3 bathrooms using this brand. From taps to toilets to everything. We spent over 13K in total!

Nothing lasted more than a year. All brushware started to degrade. We have softened water, never use chemicals in the house, and always wiping down everything after each use. Suddenly marks, water marks, fading brush finish, or started to instead having a mirror finish from brushed brush. These are products that have coatings to prevent brush finish from degrading. It's not supposed to change colour like uncoated brushed brush, or have marks or blemishes like that.

We spent 700 pounds, Yes! for each shower head. Within a year started licking water around the plastic nozzles, and the water was sticking on the head itself. As a result it damaged the finish completely, and cannot be cleaned with anything. I disassembled as advised by them, to clean it, it's the cheapest plastic crap I've ever seen, packed in a metal frame, and cost 700!!

Toilet sits pilling off the matt finish. This has happened twice now, as we received them initially with issues from the box. Apparently according to them you cannot really clean the toilet sits, forget chemicals and any cleaning products, so prepare to not have any hygiene in your toilets!

The bathroom-rated pendant light now shows rust blemishes!

All this a year after we did our renovation.

Dealing with their support and claiming anything under warranty is a nightmare. They always going to come with an excuse, if they ever respond to you.

Buy the cheapest Chinese products you can find, as Crosswaters source them probably from the same places anyway, but charging us thousands instead.

We bought the crosswater cook tap for our new kitchen refit.
Unfortunately, it looks like a poor purchase.
Tap is flimsy.
Our fitter had to fit it more or lesse back to front so the tap could function - resulting in the hot and cold functions being on the opposite sides to normal.
The pull out is rubbish - we have to go underneath the sink to get the pull out to retract.
Don't waste your money.
In our last kitchen we had a Grohe which was an amazing piece of kit - yes huge price difference but the experience is night and day unfortunately. We are retired and on a budget now so couldn't afford our previous tap - so it is true you get what you pay for.

Exemplary service - replaced the tap I'd had for 12 years under their long guarantee (I didn't even realise it was under guarantee) without quibble exceptionally speedily and in really friendly and knowledgeable way. Good to experience such great customer service.

Bought a set of wall mounted Waldorf Art Deco taps and spout brand new 6/7 years ago and after 6 month the taps started to leak ever so slightly and over the years it’s become much worse which is bad enough for something that cost over £500 but nevertheless, I’ve learnt to simply never use them again.

However, I’ve finally got around to calling the plumber to come out and swap the faulty cartridges, he tried twice using standard 3/4” but they didn’t seem to work quite right so I told him I’ll go straight to the manufacturer and buy direct and this is where the after service began to match the appalling standard of the very expensive taps…

I gave Crosswater the codes of the taps from when I first purchased them and asked for two of the aforementioned 3/4” cartridge so I could make sure that there shouldn’t be further issues down the line and this is where the fun began - they informed me I needed a pair of 1/2” cartridges and duly charged me twice the price the local merchants had charged for the other sets but hey-ho at least I know they’ll work…

Calls plumber back and he takes one look at them and says “they’re 1/2 inch, I told you to get 3/4 inch” and I replied with what I’d been advised from the actual manufacturer. I then email Crosswater back to be met with a reply of “The cartridge I provided should work for this tap. If the cartridge inside could please be sent over to cross check.”

I’ve now sent even more evidence back with the new cartridge next to the old cartridge to show the difference in size.

This saga has been going on for three weeks now (!) - I wondered why they didn’t have a phone number to contact them and, having dealt with their ineptitude, can see why! How businesses like this survive in the current climate is beyond me, I thought I was buying a premium product and ergo service but I’d have been as well ordering some cheap tat from China for 10% of the price of the Crosswater taps!

Update 17/07: as you can see from their curt response, this is the level of customer service you receive when dealing with aftercare - they’ve still not understood the problem; I told them what I want and they advised a different part and I was right in the first place and now they’re going around the house answering a question I never asked!

Enhanced experience due to the swift and entirely helpful response from Ian Callaghan, Technical Advisor who suggested the replacement shower screen for my bathroom. He could not have been more helpful and considerate. Hie is a major asset to your company. It's so unusual to find a human at the end of a phone in the first place, let alone somebody willing to sort the problem. Thank you Ian!

I contacted Bathroom Brands about an issue with my Burlington Soft Close Shower Door. A gentleman called Ian Callaghan was an absolute godsend for me. He responded immediately to my email with some troubleshooting advice. I followed his instructions to attempt to resolve the issue but in the end, I needed a new hydraulic piston. This arrived the following day and has now been fitted by myself. The shower door is back in action, closing smoothly once again.
I can highly recommend Ian with any technical enquires. He is extremely professional and has tremendous product knowledge. He is most definitely a huge asset to your team.
Thank you Ian!

I have had a fantastic experience with Crosswater's customer service - particularly with Derek in the technical team being incredibly helpful in resolving a significant issue and being prompt with communications. Thank you very much for making this as smooth a process as possible - based on this I highly recommend purchasing from Crosswater in the future

Dan team manager in aftersales dealt with a little problem I had. I've got to say I was blown away by how responsive and helpful he was. Based on my experience I would highly recommend buying from Crosswater Ltd

Would just like to thank Majid for his help in replacing a tap recently for which I could not obtain spare parts, very helpful and hassle free

Thanks
Chris

Excellent customer service, sent a replacement part out straight away resolving my issues. The response time was very fast.

I had a shower head that had seemed to fail and without hesitation Crosswater sent me a replacement by courier. Throughout the process Ian was a great help and always replied quickly. Thanks very much

Derek dealt with our problem in a very professional, efficient way. He is a credit to Cross Water, and the service was outstanding.

My DIY install of the Optix 1O plus end panel would have been easier going if the fitting instructions both supplied in document and in PDF form were more detailed than they are. Two issues I had, both minor as it turns out, were solved through direct communication with the technical staff at Crosswater.
Installation complete, quality shower enclosure with soft close, highly recommended. Thanks to Naomi and Wayne for following up my issues.

I rang on 26/06 to source a replacement click/clack bath plug for bathroom which was installed by Bath Store in 2015, Helen Hill dealt with this in a very efficient/knowledgable manner and said they would send a replacement asap. It arrived yesterday 30/06 so took 4 days including a weekend. FOC as well. Cannot recall the last time I received such good customer service

Had a problem, called technical customer service, spoke to a wonderful chap called Derek. He listened, knew his stuff, identified the cause, sent a replacement part immediately under their solid warranty. Derek you are a star!

Great products with great after sales support

Excellent service, prompt, knowledgeable and helpful I can't recommend enough. Dan went out of his way to ensure I received a first class service.

5 stars for Jay Manku and all he did for me regarding my recent purchases and their guarantees. He went above and beyond in a very professional way, was quick to reply and sort things out. I really appreciated his kindness too.

Great service from ‘Derek Howlett’ in the techical team at Crosswater. Needed a specific part for my shower but wasn’t sure which exactly. He was able to advise on this as well as fitting. Sent out quickly to minimise delay in repair. Easy to get through on the phone for any advice.

We had a warranty claim on a Crosswater kitchen tap. The Technical team were always easy to contact - no long wait on the phone - and dealt with my issue most efficiently. I will be a Crosswater customer for life