Had a problem with stock availability and they were let down by a supplier. Sorted a full refund as a result
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See what reviewers are saying
Placed order for 'in stock' goods on 1st January, received immediate confirmation that I had been charged (£200+). 2 weeks later... seven attempts from myself to contact... one reply that goods 'were... See more
Company replied
Everything went great parcel arrived next day as promised. Only issue was not getting any order confirmation emails. I knew the item was paid with PayPal but I’d expected an email to confirm order was... See more
Company replied
I contacted them after the plastic clip holding the bottom panel on my boiler broke off. Design fault as not old or touched much except yearly maintenance. Anyway when I searched for Worcester Bosch b... See more
Company replied
Company details
Written by the company
The Heatxchange has over 40 years of hands-on experience supplying Heating Spares and controls to the trade and public. We supply genuine boiler parts and all are brand new with 12 months warranty. As well as boiler spares we also supply fire spares. We provide a fast and efficient delivery service with a range of carriage options including free delivery for orders over £100. We are available on the phone or email to answer any quires you may have. Our prices are very competitive and we will always do our best to price match a like for like quote.
Contact info
5 Norton Road, Pelsall Walsall, Pelsall Walsall, WS3 4AY, WALSALL, United Kingdom
- 01922694724
- sales@theheatxchange.co.uk
- www.theheatxchange.co.uk
3.9
Great
202 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 90% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
Redemption!
My original experience was not ideal as I was unable to reach someone to speak to on a Friday lunchtime, after taking delivery of an item damaged in transit (by the manufacturer). However, on Monday morning Theheatexchange fully redeemed themselves by arranging the urgent replacement of the damaged cylinder which arrived two days later.
Would happily use again.
17 April 2026
Unprompted review
Reply from Theheatxchange
Thank you so much for sharing your experience. We truly appreciate your patience and for giving us the opportunity to make things right.
We sincerely apologize for the frustration caused by the initial delivery damage and the difficulty reaching us over the weekend. We know how stressful it is to receive a damaged item when you have a project or installation waiting!
We are so glad our team was able to jump on it Monday morning and get that replacement cylinder to you quickly. Hearing that we’ve earned your trust back means the world to us.
Thank you for choosing Theheatexchange—we look forward to working with you again!
Great service and prices have used…
Great service and prices have used consistently for a few years now and will continue to do so.
13 April 2026
Unprompted review
Reply from Theheatxchange
thank you for your business over the last few years
I looked on line and all parts I wanted…
I looked on line and all parts I wanted were showing available to ship now, when contacting them I was told most of the parts are obsolete.
This has caused a major problem as other items were ordered to overhaul the set up of boilers and its system.
The boilers will now need to be replaced and several of the other items purchased will be thrown away or put on ebay at a fraction of the cost paid.
7 April 2026
Unprompted review
Reply from Theheatxchange
Good morning Paul, I appreciate this honest review. Can you please email me privately sales@theheatxchange.co.uk to discuss this. If items are found to be obsolete, we remove them straight away and also advise our customers that goods are obsolete and refund swiftly too. I am sorry that we werent able to outsource the items at this time for you. Kind regards, Ellis.
First class experience A*
I'd previously read some negative reviews online, but my experience suggests they were all nonsense.
What I found was a top-class experience with theheatxchange(.co.uk).
I even contacted them on their WhatsApp account, where they clarified a delivery question and ensured I'd receive my order exactly when they said I would - the next day!
Perfect experience and I will be shopping with them again!
3 March 2026
Unprompted review
Reply from Theheatxchange
Good morning Gaz, thank you for this kind review, was a pleasure to fulfill your inquiry via whatsapp, and very glad to see the spares arrived in a timely manner. Fell free to contact us in the future should you need any thing, we are more than happy to help. Kind regards, Ellis
No e mail or any confirmation of…
No e mail or any confirmation of order,random we are expecting it from delivery company 8 days ago,do not respond to e mails,had to be refunded by paypal who did it instantly which should tell you something.
7 February 2026
Unprompted review
Reply from Theheatxchange
Hello, thank you for your feedback. We’re sorry to hear there was a misunderstanding regarding your order.
To clarify, our system sends automated order confirmations immediately upon purchase; we often find these can land in junk or spam folders. Regarding the refund, as soon as we opened our office at 8:30 AM and saw your PayPal case, we voluntarily issued the refund immediately to ensure you were looked after, rather than making you wait for a formal investigation.
We apologize that we didn't have the chance to respond to your email before the claim was opened, but we are glad the funds were returned to you quickly.
Brilliant service from start to finish…
Brilliant service from start to finish … excellent quality
7 February 2026
Unprompted review
Reply from Theheatxchange
thank you for your kind review
Non Genuine Spares
The Heatexchange supplied an alternative the the supposedly genuine spares they claim they sell.
They have no defence for this action as I quote from their email: "This alternative part should not have been sent to you. On this occasion, we fulfilled the order directly through our supplier to meet carriage obligations, and I am unsure how a replica was supplied in place of the genuine Glow-worm part you ordered."
However, despite this admision, they refuse to credit the item unless it is returned.
The problem I have with that is that it was fitted in a customers boiler before the issue was discovered (by the customer) and he now refuses to pay me or allow me to remove the part.
If you want counterfeit parts, go to an auction site and pick them up for a fraction of the the Theheatxchange charges.
If you want genuine parts, I suggest you look elsewhere.
5 February 2026
Unprompted review
Reply from Theheatxchange
Thank you for your feedback. We apologize for the frustration caused by the packaging of this part.
We would like to clarify that while the item was not in Glow-worm branded packaging, it is a new, original part. We fulfilled this order directly through a supplier to ensure you received it as quickly as possible, and we agree that the lack of original packaging should have been communicated.
Regarding your request for a credit, our position remains that we are happy to issue a full refund, but we must have the part returned to us. As it stands, the part is currently installed and in use. We always recommend that if you are unhappy with a component, you contact us to arrange an exchange before fitting it.
We cannot offer a refund for an item that remains with the customer, but the offer to refund in full upon its return stands. Please contact us if you would like to arrange the return.
Worcester Bosch part not delivered and no comms for two weeks
Ordered a rare in UK Worcester Bosch part 8738212246 on Jan 16th 2026. Paid by PayPal. No order confirmation e-mail and no other comms. Tracking button on PayPal order was not linked to any shipment details. Chased by e-mail on Jan 23rd - no response. Submitted an order progress form through the website on the 30th. No response and neither any confirmation of the form submission, though the website promised that. The business comes across like a scam, but based on the info here lacks agility, while customer service simply does not exist. Judging by the reply, the owner is also dishonest and is providing excuses that don't stick. Money was readily taken, but no communication has ever arrived to any e-mail folders, including Bulk and Junk.
31 January 2026
Unprompted review
Reply from Theheatxchange
Thank you for your feedback. We would like to clarify the status of your order and address the points raised in your review.
Regarding the order confirmation: An automated confirmation email is sent to every customer the moment an order is placed. As these are system-generated, they can occasionally be filtered into spam or junk folders; please check there if you haven’t seen it.
Regarding communication: We are a UK-based business and our office hours are Monday to Friday, 8:30 am to 5:00 pm. You submitted your inquiry via our website at 11:30 pm on Friday, January 30th. As we are closed over the weekend, we have not yet had the opportunity to process your request or reply before this review was posted on Monday morning.
The specific Worcester Bosch part you ordered (8738212246) is indeed rare and is currently on order for you. We aim to update all customers as soon as parts arrive from the manufacturer.
We feel the "scam" allegation is unfair given that your latest chase was sent while we were closed for the weekend. We are a legitimate business and will be in touch via email today with a formal update on your delivery timeline.
Kind regards,
The Management Team
Dishonest business practice
Placed order for 'in stock' goods on 1st January, received immediate confirmation that I had been charged (£200+). 2 weeks later... seven attempts from myself to contact... one reply that goods 'were out for delivery' ... absolutely nothing delivered. This shop pretends to stock many items and are fast to take your money, however they obviously buy to order and pretend (scam) customers they are doing otherwise. Please avoid at all costs. (P.S. thanks to Paypal I received my money back - but still no response from theheatexchange).
1 January 2026
Unprompted review
Reply from Theheatxchange
Hello, thank you for your feedback. We are glad to hear that your refund was processed successfully through PayPal.
We would like to sincerely apologize for the delay and the frustration this caused. We aim for transparency, and in this specific case, several factors coincided to create a poor experience:
Unprecedented Weather: During the period of your order, severe snow and ice caused significant backlogs across all national carrier networks. This was outside of our direct control, but we understand how frustrating the wait was.
Carrier Tracking: Because the carrier had marked your parcel as 'Out for Delivery,' we were unable to issue an immediate refund until the location of the goods was confirmed. As a business, we must ensure the transit status is resolved before a refund can be finalized to prevent items being delivered after a refund is issued.
Stock Levels: While we hold over 50,000 lines of stock, occasionally discrepancies occur due to high volumes. We strive to update customers as soon as these issues arise.
We pride ourselves on our service and regret that we missed the mark for you during this difficult weather period. We appreciate your patience and will use your feedback to improve our communication during carrier delays.
Poor
Be very careful of this company, parts ordered, not delivered and now no response from th or any refund that was promised.
Steer clear!
29 November 2025
Unprompted review
Reply from Theheatxchange
Good morning Peter, please could you kindly advise your order number to me privately by email - sales@theheatxchange.co.uk and I will certainly look into this with urgency. I am saddened to see this review left, before contacting us via our lines or email. I hope we can get this sorted for you asap and we can have a look into the refund too. Thank you, Ellis.
Excellent customer service
Purchased a replacement fan which was out of stock at the manufacturers. Ellis at Heat Xchange provided me with excellent customer service providing me with updates whenever I needed them. As a result I was able to arrange the engineer to fit the fan soon after it arrived on site.
5 December 2025
Unprompted review
Reply from Theheatxchange
Good morning, thank you for your kind words and I am very glad to hear you are happy with our service. If you need anything in the future, just give me a shout. Kindest regards, Ellis.
I ordered 3 parts of boiled since early…
I ordered 3 parts of boiled since early Oct and have been waiting for them almost a month. Chasing back and forth for nothing ( first 2 weeks they don’t have one part because of manufacturing but before I placed order, they said it is all available in stocks) and their staff ( seems only have 1 staff named Ellis working for this company) said their courier didn’t account for the lost shipment in Italy from 14Oct. They asked me how to do with that, keep chasing up or losing the battle?? It is ridiculous that their responsibility is to ship another to me or refund full amount to me, not asking me to advise how to deal with their courier.
Please anyone avoid this company for ordering parts from them at all cost. Trust me! It took my time and money to chase them. It feels like they are a scam company.
1 October 2025
Unprompted review
Reply from Theheatxchange
I am genuinely sorry for the month-long delay, the back-and-forth communication, and the deeply frustrating experience you have had with your order. Your review detailing these issues is completely understandable, and I want to offer my sincerest apologies. You should never have been put in a position to advise us on how to handle our courier; we take full responsibility for the logistical failure here.
The Issue and Your Full Refund
I want to provide a clear explanation regarding the shipment difficulties:
International Misrouting: Because your delivery address is outside the UK, your parcel required special international shipping. Our carrier, unfortunately, made a severe error and took the parcel to the wrong country depot (which explains why it appeared in Italy on October 14th).
Customs Barrier: We have been trying everything possible to locate and redirect the parcel to you, but this process is proving nearly impossible due to the complex nature of international customs regulations. Once a parcel is misrouted and triggers customs paperwork in the wrong country, redirection becomes extremely difficult, if not impossible.
Resolution: Because we cannot resolve the shipping error or guarantee delivery, we have already processed and issued you a full refund for the entire order amount. You should see this reflected in your account shortly.
Regarding Our Team and Reputation
You are correct that you have been dealing solely with Ellis. We mandate that our customers have one dedicated point of contact for complex issues—we believe this prevents you from having to re-explain the situation to multiple people. Ellis has tried his absolute best to resolve this issue, but with international customs complications, the options become extremely limited, which is why he was attempting to manage your expectations.
I want to assure you that we are not a scam company. We have been trading for 25 years this year and have built a very good reputation in the industry. However, I can completely understand why this experience has made you feel otherwise, and it is frustrating to us as well when our systems and carriers fail so spectacularly.
Please accept our deepest apologies for the logistics and communication failure. The full refund is our definitive resolution to this problem.
Superb service and great pricing
Ellis was very responsive on email when I needed assistance and my order arrived next day as promised.
Superb service and great pricing and I wouldn't hesitate to use HeatXchange again
20 October 2025
Unprompted review
Reply from Theheatxchange
Thank you so much for your kind review, was a pleasure to have served you - if you need anything in the future, feel free to contact myslef or the sales team. Kindest regards, Ellis.
Top quality parts at reasonable prices.
14 October 2025
Unprompted review
Reply from Theheatxchange
Good morning Ernest, I was pleased to hear you were happy with the service, and I am very thankful for this kind review. Have a great day, kindest regards, Ellis.
Great service
Great service, part ordered and arrived before stated time, competitive price. Will definitely use again
28 August 2025
Unprompted review
Reply from Theheatxchange
Good afternoon, very pleased to hear you had a great experience with us, and we thank you more for your continued orders. Very much appreciated. Thank you and kind regards, Ellis.
Genuine item at the best price
Very positive experience - needed a new wall seal for my Glow-Worm boiler, found the genuine part here at the best price and it arrived within a few days.
Great service, thank you.
9 August 2025
Unprompted review
Reply from Theheatxchange
Thank you for your kind review! I am glad we got the item to you in a timely manner, should you need us in the future - please do get in touch. Kindest regards, Ellis.
Part arrived on time and as described…
Part arrived on time and as described many thanks
24 July 2025
Unprompted review
Reply from Theheatxchange
Good morning George, very thankful for this review and very happy to see you receive your spares on time. Have a great day. Kind regards, Ellis.
Very poor service and the part was 9…
Very poor service and the part was 9 days after payment of the order and that too after chasing up.
Will not use them again.
5 June 2025
Unprompted review
Reply from Theheatxchange
Good morning, I appreciate you leaving an honest review. I can see that your item was a special order item and this did cause a delay from manufacturer to our warehouse. Regrettably, I can see our orders team did not advise you of this until the order was progressed and for this I profusely apologise. I can see your part is en route to you now. We are looking at ways of making sure this situation does not arise again and as a gesture of goodwill I am willing to give you 10% discount from your next order, and I hope if there is a next time around, we can change your opinions. Kindest regards, Ellis.
I was trying to get a spanner for a…
I was trying to get a spanner for a worcester bosch magna care and ordered an incorrect part. The customer service team were highly responsive and upon providing pictures were able to find the correct part. I returned the incorrect spanner and ordered the correct one and was able to have a plumber service the magna care.
What I liked about this company is that they support non-trades people and have fast and efficient customer service.
27 March 2025
Unprompted review
Reply from Theheatxchange
Good morning Mark, so glad to hear that my colleague Paul helped to identify the correct item for you, and swiftly supplied you with the part needed. We do take pride in our quick customer service, and I am very happy to hear we helped out on this occasion. Have a great day, Ellis
Ordered and delivered the next day.
Ordered and delivered the next day.
23 April 2025
Unprompted review
Reply from Theheatxchange
Good morning Robert, I am pleased to hear you are happy with the quick and efficient service. And many thanks for this kind review. Have a great day, Ellis
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