Poor Customer Services from such a premium brand
I recently ordered a Quooker tap online, but unfortunately selected the wrong model. Despite realizing the mistake immediately after installation, I was shocked to learn how difficult it is to request an exchange—even though the product was brand new and installed professionally by one of Quooker engineers.
There was no clear guidance during the ordering process to help avoid such mistakes, and the return/exchange policy seems unnecessarily rigid once the tap is installed. I expected more flexibility and understanding from a premium brand, especially given the cost and complexity of installation.
Customer service was polite but unhelpful, and I was left feeling frustrated and unsupported. For a company that prides itself on innovation and customer satisfaction, this experience was far from ideal.
I hope Quooker reconsiders its policies to better support customers who make honest mistakes, especially when the product is still in perfect condition and literally unused condition.
Reply from Quooker UK
Hi Irana,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your recent experience and the frustration this has caused. We completely understand how disappointing this situation must have been, especially given the investment involved.
Please contact me on k.irving@quooker.co.uk and we’ll do our best to help.
