Thursday, November 5, 2026 · Customer reviews of US businesses
The Fair Hearing score
Average
317 reviews
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Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Hanstrom is listed under Bathroom & Kitchen.
Hanstrom (hanstrom.com) has 317 customer reviews on The Fair Hearing, with an average rating of 3.7 out of 5.
317 approved reviews, newest moderated first
I recently sent a complaint to this company on the peeling of my Rose gold tap. The tap is out of warranty, but without question they acknowledged the issue of this colour and immediately sent me a replacement tap. They also did it within 2 days This is excellent customer service and If I could give them 6 stars I would
By Nisaar Ebrahim S.
DO NOT purchase from this company!! Purchased a hot tap from this company went faulty and you can’t get hold of them to rectify. £300 for a years use of such a basic item.
By GG
Response from Hanstrom· May 22, 2026
We are very sorry to hear that your tap has developed a fault and that you have experienced difficulties getting in touch with us. We understand how frustrating it is to be left without support when an appliance breaks down, and this is certainly not the level of service we aim to provide. Because your tap has experienced a fault after a year of use, it is fully covered under our 2-year warranty policy. We stand by the quality of our products and want to ensure that any issue occurring within this timeframe is resolved swiftly and completely free of charge. We want to step in and get this sorted out for you right away. Please reach out to our customer care team directly at [email protected] or call us on 01924 730 525 with your original order details. We will prioritise your case and arrange a replacement or repair to get your system working perfectly again. Best regards, The Hanstrom Team
Our Hanstrom instant hot water boiler stopped working. The customer service team at Hanstrom were very helpful and professional in trying to solve the issue. With a failed attempt to fix it following their advice, they then offered to replace with a new boiler with no charge even though we were one month over the twelve month warranty. We were very impressed with how the problem was resolved and the overall customer service. Highly recommend.
By guy
Very poor customer service. We had a Fohen tap that leaked, and Fohen replaced it free of charge twice. Clearly not a very good product as it started leaking again and so I contacted Fohen to be told that they had been taken over by Hanstrom. Hanstrom refused to replace the tap and I have had to buy a new one. They said they would offer discount but it was minimal. I found the customer service reps to be very unhelpful and quite rude via email. Would avoid this company in future!
By Lucinda C.
Response from Hanstrom· Oct 2, 2026
Dear Customer, We’re truly sorry to hear that your experience hasn’t been what you expected. Customer satisfaction is very important to us, and we genuinely regret any frustration or inconvenience this situation may have caused. We’d really appreciate the opportunity to make this right. Please contact our support team directly at [email protected] with your order details so we can locate your ticket, look into the issue personally, and do everything we can to resolve it as quickly as possible. Kind regards, Hanstrom Team
Bad quality product, boiler broke within less than 2 years of purchase despite regularly changing the filter. Please check these reviews as I can see many others have had the same experience. When I contacted the team, I was told our boiler was out of its 1 year warranty and so I would need to pay £119 for a new one. This is in spite of having spent a total of >£700 with them for my kitchen tap. I won't be paying another £119 to replace something I originally bought at a premium price and that has broken in under 2 years. Even the cheapest kitchen kettle would have more longevity. Opting to replace my boiler with a reputable brand such a Qooker which hopefully will last me. Very disappointed by both quality of product and customer service.
By Anneliese G.
Response from Hanstrom· May 22, 2026
We are very sorry to hear that your boiler has broken down in under 2 years, and we completely understand your frustration regarding the incorrect warranty information you were given by our team. Spending over £700 on a premium kitchen tap system means you expect long-term reliability, and being asked to pay £119 due to a misunderstanding on our end is completely unacceptable. We want to step in immediately to correct this error, waive the replacement fee, and ensure you do not have to look elsewhere for a reliable system. Please reach out to our customer care team directly at [email protected] or call us on 01924 730 525 with your original order details. We will fast-track your case and arrange a free replacement boiler to be sent out to you as a priority. Best regards, The Hanstrom Team
Good tap and I like the safety feature!
By Martyn S.
Faulty taps and abysmal customer service. Do not shop or purchase these taps. I believe they are conning people out of money.
By Joel S.
Response from Hanstrom· May 22, 2026
We are very sorry to hear that you have experienced a fault with your tap and that your experience with our customer service has left you feeling this way. We take allegations of this nature very seriously and assure you that we never intend to mislead or dismiss our customers when things go wrong. Our standard manufacturer's warranty protects your system for a full 2 years from the date of purchase. If your tap has developed a fault within this timeframe, it is completely covered against manufacturing defects, and we want to replace or repair the components for you free of charge. We want to look into your specific situation immediately to find out what went wrong and ensure it is properly resolved. Please contact our customer care team directly at [email protected] or call us on 01924 730 525 with your original order details so we can investigate your case as a priority. Best regards, The Hanstrom Team
This company supplied faulty goods and has consistently failed to reimburse me despite receiving the goods back and promising to do so. I have now instigated a section 75 claim via my credit card provider. A Google search indicates that the proprietor of HANSTROM Ltd has some 20 current directorships all seemingly trading from this London address. They don’t . HANSTROM is a micro company with total assets of less than £50k . I believe this to be a scam company and I am in the process of instructing lawyers.
By Steve S.
Response from Hanstrom· May 22, 2026
We are sorry to see this historic feedback and regret the delays and frustration you experienced regarding your return and refund process at the time. We take matters involving returns and processing timeframes very seriously, and we understand your frustration given the context of your credit card claim. To clarify for anyone reading this review today, Hanstrom is a fully legitimate, registered UK company that operates transparently and stands firmly behind our product quality, standard return procedures, and 2-year warranty policy. We do not look to withhold funds from our customers, and any delay in processing returned goods at our warehouse during that period does not reflect our standard practices. As a significant amount of time has passed since this review was posted, we hope this matter was fully resolved via your provider. However, if your account requires any further attention or documentation from our side, please reach out to our customer care team at [email protected] or call us on 01924 730 525 with your original order reference. Best regards, The Hanstrom Team
