Feature Radiators

Thank you for your feedback. We are sorry to hear that you were not happy with your experience of dealing with Feature Radiators, but we must stress that this is out of the ordinary and we have 1000s of happy customers and positive feedback to evidence this. Therefore we take such complaints very seriously as you can see from our response below.

Having received this complaint, I have reviewed your account and all related notes and have spoken directly with Jason, our Sales Manager, whom dealt with your order initially and all subsequent amendments and requests. Your request to send the radiator back was due to concerns you had that one of the radiators you had chosen initially may be too heavy for your particular wall. Jason spent a lot of time discussing the matter with you and trying to find alternative solutions for you to help minimise any disruption and/or to prevent you having to return the radiator. For example, Jason suggested adding radiator feet, but you declined that option.

You eventually decided that you could not proceed with the existing radiator, so Feature Radiators agreed to take the product back provided that you covered the cost of returning the item (as you had changed your mind about your requirements, as opposed to us providing an incorrect product) and provided that it arrived back in the condition that it arrived in (as is standard across the retail industry). In an effort to help minimise any inconvenience to you and to ensure that the radiator was well cared for in transit and to prevent transit damage, we offered to organise the collection on your behalf through our supplier on their dedicated transit van service and we charged the exact cost that we were billed for this service, which was a very fair price for such a specialised service. Our offer of this service went above and beyond any legal obligations we have.

However, when the radiator arrived back at our suppliers, it was clear that the radiator had been removed from the packaging on site, as evidenced by the photographs we sent following the collection; this in itself is not an issue but following the inspection of the product a number of marks were identified on the radiator, as evidenced by the images we sent. These marks were not consistent with damage in transit or from handling and no marks were on the packaging to indicate transit or handling damage. We based the diagnosis of damage on site with sound logic and through evidence supplied by a trustworthy, reliable and long standing supplier. Therefore, it was with regret that we could not provide a refund for the damaged product and we must dispute some of the statements you have made in your review.

I would also add that there has been another incident of you trying to return a product for a refund that was in particularly poor condition, so you were aware that a product can only be returned for credit if it is in a re-saleable condition.

Please be aware that Feature Radiators has incurred significant costs through our time spent trying to resolve these issues on your behalf, which have not been caused by us, in an effort to exceed customer expectations.

It is regrettable that you feel unfairly treated in this matter, but I hope you understand our position and I would ask that you contact Joel, our Quality Assurance Manager and whom you have dealt with previously, directly on 01274 515733 if you wish to discuss this further.