Poor quality with questionable warranty and aftersales
We bought an Alder Tapware Vito Bertoni dual shower set for $800 only for it to have developed a crack in the shaft under 3 years from installation in our new home. We contacted Reece Capalaba who fobbed us off to Alder Tapware as they only give a warranty from their suppliers. Alder Tapware came back to us stating that this product only carried a 12 month warranty. The person handling the claim couldn't even get my name right. She did not even ask what our how the problem occurred but gave me the official company line. that it will not be co...vered under a warranty Anyway, I advised her that any reasonable person paying $800 for dual shower set supposedly of 'high quality' would have an expectation that it would last more than 3 years of normal use. She agreed as a 'goodwill gesture' to send a replacement shaft only. This means that we are out of pocket of getting a plumber to install the shaft. There was no acknowledgement of the problem or inconvenience. They couldn't care that we are in this predicament due to their product failing.One would think that an $800 shower set would be fit for purpose but it appears that this product isn't after failing in short a period of time. We are very disappointed with the short warranty provided with this product. Stay aware from this brand if you are considering purchasing so called 'high quality' items as their aftersales support is questionable along with the warranty.
Tip Top Service
Living in an isolated area....it is difficult to get trades people to provide their services and so many times its a DIY job. Recently I had need to replace a couple of mixer tap cartridges...I contacted your company and spoke with a young lady Manji...she was most helpful and polite. I highly recommend your products and service...and please pass on my sincere thanks to Manji
Perfect Service during Warranty period
I contacted Alder due to a leaking shower. The shower base had come off and could not be used. Alder Tapware dealt with my warranty claim in the most professional way,replaced the shower head quickly and gave exceptional service. Anil
I recently contacted Alder tap ware due to an issue with our shower. Despite the product being out of warranty they happily replaced the product within 24 hours of contacting them.
They have a good product and exceptional service. Would happily recommend!
Fantastic After Sales Service
We had a couple of "hiccups" with Alder Tapware Shower Heads more than 12 months after the one year warranty had expired.
The delightful people at Alder Tapware immediately replaced the shower heads without charge or shipping the same day!
Result = One VERY happy customer!
A special "Thank You!" to Cindy, wonderful customer service!
I'll buy from Alder's range again because they stand firmly behind their products and that inspires total confidence.
Brilliant Company with Fantastic After Sales Service
One of the best suppliers I deal with. Alder's product range and price is absolutely fantastic and their after sales service is second to none. Would recommend Alder to anyone.
Outstanding Customer Service
I am truly thankful for the amazing customer service I have received from Cindy today. I have Alder tapware throughout my home and she came to my rescue even though my product was no longer under warranty and Alder had no obligation to fix my issue. I have truly never had such fantastic customers service from a company before and would highly recommend Alder.
- Verified customer
Ignore new customers much??
I have made several attempts to send a query through their website for some assistance to pick new tap ware, I take the time to (re)draft the enquiry, and when I submit I get an error message saying "there was an error..." and to try again later. Obviously it's more than an error if it continues to happen over several weeks.
So I have sent them an email to the firstname.lastname@example.org address on their website - weeks ago now, no response whatsoever.
Obviously the website enquiry form doesn't work, and no-one bothers to check the Contact U...s email listed on the site. Is no one home? Where is this stellar customer service I keep reading about? Are all these great reviews out of date?, because my experience has been woeful - waste of time, no result, not even an acknowledgement. I give up, Alder, at this stage I appear to have more chance of installing a unicorn than one of your products.
A shining example.
Thank you Cindy for all your help yesterday morning when I rang you about a broken slider
on our shower. You obviously know your product and were extremely pleasant and patient on the phone and a delight to deal with and an asset to your company.
I was absolutely amazed when your parcel arrived this morning, on the other side of Australia, barely 24 hours after I ordered it.
I have to say this is the best and fastest service I have ever received anywhere and other companies could well take note.
Congratulations and thank you again for your excellent service.
Fantastic customer service
After 2 1/2 years we had a minor problem with a tap dripping. Rang and emailed Alder on a Friday and the product was delivered on Monday. Adler is based in Perth and myself in Adelaide.
Just wanted to say a big thank you for their professionalism, their prompt response and fast delivery of our spindles.
Many companies out there could learn a lot from your company. I have no hesitation in recommending your products to anyone.
- Verified customer
What a great company to deal with and thank you Cindy. Had a minor product problem after 10 month of use. Cindy not only was willing to arrange replacement parts but also arranged for a plumber to fit them. Nothing was too much trouble and the problem was fixed with 4 days. Bloody brilliant service. Well done Alder and thank you Cindy.
Excellent service provided by Cindy, best customer service I have experienced.
Upon ringing Alder for advice Cindy was so helpful and provided me with me with the answers to all my queries. The replacement parts were received within days complete with full instructions which were easy to follow. The taps were originally fitted by my builder three years ago. However this made absolutely no difference to the service I received, well done Alder and a big thank you to Cindy.
#1 for Brilliant Customer Service
What an absolute pleasure it was to deal with this Alder Tapeware. Our product unfortunately was just out of warranty when it decided to no longer work (due to poor builder installation) With a quick phone call and pleasant conversation with Will a replacement was sent out. He was a pleasure to deal with and had great customer service skills. The communication was first class and followed up with up to date emails with installation tips and delivery estimations. Will was brilliant! 6 out of 5!
Questions & Answers
I am having to replace my bathroom basin taps (Alder brand) as the hot water tap will not turn off- the handle keeps spinning around. The set is at least 10 years old and looks very like the VERDE series.
How do I remove the flange? Also, how long is the spindle? I need to know so as to purchase a replacement set before I pull the existing tap apart.
Im not a plumber....but I did have a problem with a bathroom tap about a year ago, I telephoned Alder Tapware office and found them to be most helpful and was able to remove the damaged tap and fix the leak
Suzi M.Alder Tapware
Reb, sorry for late reply but Alder Tapware was closed for Christmas/New Year break.
To remove the flange you will first need to unscrew button, handle should then pull straight up. flange can be removed by unscrewing, if a little tight as the soap scum does build up, pour a little hot water over the top to loosen. Verde Basin shallow seated spindle is 88mm (without jumper valve) our product code is 00161 and this can be purchased at your local plumbing merchant, or if you are local pop in and see us at 15 Mumford Place Balcatta WA. if you are still unsure please don't hesitate to contact our maintenance team on email@example.com
Alder tap handle Flat Spanner
Suzi M.Alder Tapware
Terry, if you email our customer service department - firstname.lastname@example.org and advise which range of tapware you have, a flat spanner will be sent out to you. If you are unsure what range you have please go to our website to confirm.
Could anyone post a photo of the Alder Zen tapware, I just need to confirm that is what our taps are? Having trouble getting the tap head off, have a flat vandal proof spanner remover but the tap still won't come off...
Suzi M.Alder Tapware
Bianca, the Zen Tapware has been superseded by our Niseko range - same type of handle different flange. If the handle does not come off try rocking side to side after you have loosened the screw on base of handle. This sometimes will loosen any calcium build up (very common) that may have formed on spindle.
Suzi M.Alder Tapware
if you would like to send an email to our customer service - email@example.com and a photo/picture will be sent to you to confirm Zen tapware.
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