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Alder Tapware
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Not great and poor customer service
I have built a new home and the first year the HS205 shower head just broke.
I am diligent with cleaning and have followed manufacture cleaning instructions.
After receiving a replacement, again under 12 months the shower head has again broken. After many attempts to make contact with Alder, they tell me they will not send out a replacement.
I have contacted consumer affairs and they inform me if the product does not perform as it should then a replacement should be honoured. The HS205 clearly has a manufacturing fault resulting in the product failing. I’m very disappointed with Adler as they supposedly pride themselves with a great product. In my opinion it is very poor and they have not been understanding or helpful at all.
Thank you Suzi for your prompt reply regarding my dissatisfaction with the HS205.
Thank you for acknowledging my frustration and concerns regarding this product.
I appreciate greatly that you have no...
Shower Heads and Delivery
My wife and I have Alder Tapware and Accessories throughout our house which we have been very happy with except for the HS205 shower head which we have had to replace twice, the most recent of which was after 23 months, even though the recommended cleaning and care procedures were followed.
It would appear that there may be an inherent design or manufacturing fault with these shower heads given the number of complaints in this regard indicated in various on-line reviews. It could possibly be prudent for Alder Tapware, if they haven't already do...
- 2 reviews
- 1 like
Black Vito Bertoni Shower rail
We had issues with black Vito Bertoni shower rail. Visited Alder tapware in Balcatta. Lindsay was very helpful and we walked out with a replacement. Thanks Lindsay.
- 2 reviews
- 1 like
Warranty or parts supply.
They are the only contact for supply of parts such as mixer cartridges. The customer service is terrible, never again. They asked me to fill a form on their website. The form will not allow me to attach photos or submit. So I took screenshots of the form and sent it to them along with photos. Got an email back from them stating they can’t open any of the photos. .img files.
So hard just wanted cartridges to stop water leak. I don’t care if I pay twice the price. They just don’t get it.
I am truly sorry for this issues you have had and how the situation has been handled. We at Alder pride ourselves on great customer service and product quality. We take these matters seriously. It's...
Read more really important to us that you have a great experience and so please reach out to me - Marisa on 18700 800 919 so that I can help resolve this issue for you.Find out how Alder Tapware compares to other Home Care Shops
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Customer service is excellent
I had a problem with a Soho lever mixer and the issue was handled very efficiently by the customer service.
Thank you
Customer service
I cannot be more pleased with the customer service, extremely fast and efficient. The best service I have ever experienced.
Hi Carl. Thanks for taking the time to send us feedback. We really appreciate it. Thank you - The Alder Team
Poor quality product and shocking customer service
Had 2 Vito Bertoni shower heads one in main bathroom, one in ensuite.
Both products failed after 12 months, both units were replaced.
14 months later one of the replacement units has failed.
Customer Service rep refused to replace citing 12 month warranty, despite being made aware of statutory warranties.
To have 3 out of 4 products fail shows it is not a premium product.
I am shocked at the responce I have had.
Will continue to fight this as my staturtory right!
We are truly sorry for the issues you have had and how the situation has been handled. We pride ourselves on great customer service and product quality. We take these matters really seriously and have...
Read more not been able to confirm your contact details. Its really important to us that you have a great experience and so please reach out to us at sales@aldertapware.com.au or 1800 800 919 so that we can resolve this issue for you. The Alder Team- 2 reviews
- 1 like
Waste of money upgrading to this brand
Do not waste your money buying or upgrading to this companies rain head showers......absolute waste of our money. The rain heads separate and yeah the best they will do is email you a highlighted footnote that tells you that part has a 1 year warranty. All it does is have water flow through it and you are not confident enough to cover "premium" tapware for longer......off to consumer affairs, I wont be fobbed off. We paid a lot of money to have our new home completely upgraded to this "premium" brand and you guys cant even cover a rain head that you probably punch out in China for 10 bucks.
We apologise for the issues you have had and how the situation has been handled. We pride ourselves on great customer service and product quality. We take these matters seriously. Its really important...
Read more to us that you have the best experience possible and so please reach out to us at sales@aldertapware.com.au or 1800 800 919 so that we can resolve this issue.All sorted now thanks to Sarah, well and truly redeemed yourselves guys. The new rain head is amazing thankyou very much!
We really appreciate your comments above and so glad you love your Shower Head as much a s we do! Thanks for taking the time to comment above. The Alder Team xx
- 5 reviews
- 3 likes
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...
Read morevered 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.Hi Ralph
We apologise that you have not had a great experience.
We pride ourselves on excellence in customer service and product quality and take both of these very seriously.
It’s important to us t...
Find out how Alder Tapware compares to other Home Care Shops
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- 3 reviews
- 2 likes
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
Arty, I will pass on your thanks to Nanjit
- 3 reviews
Great service
Had leaky tap so we contacted the customer service folks as it was covered by warranty. They sent a replacement cartridge immediately. Had it installed two days later. Great service.
- 2 reviews
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
Find out how Alder Tapware compares to other Home Care Shops
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Fantastic Service
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!
- 4 reviews
- 2 likes
Perfect service!
Recently contacted Alder asking to fix my tap dripping issue.
Cindy arranged a plumber and it was fixed in a very short term. Thank you for the great service! Highly recommend
- 2 reviews
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.
Questions & Answers
Who do I contact regarding our Vito Bertoni shower head leaking from the base of the hand held shower wand the unit is just over 2 years old
Alder customer service, they were very helpful for me.
Anthony, you can contact us via our website with all your information and you will get a response from our Customer Service team
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
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 remo...
Alder tap handle Flat Spanner
Terry, if you email our customer service department - customer.service@aldertapware.com.au and advise which range of tapware you have, a flat spanner will be sent out to you. If you are unsure wha...
Read moret range you have please go to our website to confirm.Get an answer from our members and Alder Tapware representatives
Details
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I am sorry for this issues you have had. We at Alder pride ourselves on customer service and product quality. We take these matters seriously. It's really important to us that you have a great experie...
Read morence and so please reach out to me - Suzi on 1800 800 919 so that I can help resolve this issue for you.