Not a very good product. Was installed at my house by the builder and barely 1 year afterthe black colour has peeled off, the tap on/off handles are all falling off from the bath, showers, etc. I would not recommened this product at all.
Outstanding quality of service – I found the quality of service outstanding provided by Suzy at Alder tapware. We have an issue with one of our vanity taps where the handle came loose and could not be fixed. After listening to my problem Suzy was right on to the situation and the problem has been resolve by replacement part under warranty. I can't tell you how grateful I am to… Read more
Alder for looking after their customers by providing such quality of service. Thank you so much. I am very grateful and sincere thanks to Suzy for being so understanding. Kind regards. Wendy McLaren. Sydney.
Poor Customer Service. Poor Quality – I have a 4 year old home with Alder tapware, and the rain showerhead is leaking. I called their customer service team and was told the warranty is only up to a year. The lady on the phone was very rude and dismissive. No empathy whatsoever. I have upgraded to this expensive showerhead expecting that it would last for more than 4 years. Very poor quality and poor customer service. Avoid at all costs.
Hi Bella If you would like to call me on 0477 492… Read more
Reviews with attachments
Poor quality – Built a house two years ago and noticed the silver paint has come off the shower heads and the plastic underneath is visible. I noticed this already starting less than a year after building. Horrible and cheap quality, this was an upgrade as well.
Hit and miss – Built a house just over a year ago and three of five taps (all mixers) have failed. Two have been replaced by Alder and one was "repaired". The "repaired" tap still leaks and the coating is now flaked and discoloured. The two that seem to be good are larger mixers and taps for the kitchen and laundry with the poorer quality products being… Read more
installed in the bathrooms. Not happy with the quality of these mixers - this is clearly a design fault and should have been changed when the other warranty jobs were done.
I am sorry for this issues you have had. We at… Read more
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… Read more
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.
I am sorry for this issues you have had. We at… Read more (+1 reply)
Positive reviews
A whole experience was amazing! – Very fast, fair and accurate! We couldn't believe that move from Sydney to Central Coast could be so quick and easy. Thank you so much for your professionalism! Your Company is definitely highly recommended! And personal Thank you to Marvin and Salwan!
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.
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 Show reply
Negative reviews
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… Read more
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 done so, to consider the redesign and/or manufacture of their shower heads to help resolve any possible problems. We did 3 weeks ago order through Bunnings a replacement HS205 shower head, but at the time of writing this review this has still not been received. We consider this to be an extremely poor delivery time for an item to be delivered from Balcatta to Mandurah and a bad performance in this regard by a large company such as Alder Tapware.
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… Read more
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… Read more
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… Read more
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… Read more
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Recent reviews
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"… Read more
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… Read more (+2 replies)
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… Read more
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 covered 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… Read more
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.
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
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!
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
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… Read more
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.
Perfect Afterpurchase Customer Service – Extremely helpful with product care and afterpurchase support. Had a small issue with one of my heads after a year of use and the rep was able to help me quickly and effectively. Thank you
Find out how Alder Tapware compares to other Home Care Shops
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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.
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… Read more
them an email to the info@aldertapware.com.au 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 Us 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.
How disappointing that our web site was down and we… Read more (+1 reply)
Great Service – Thanks to Marisa for helping us replace a shower head. Put in the request on a Friday and the part came on the Monday. Cannot fault Alder Tapware, there service was top notch. Thanks Again
A shining example – Wow! 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… Read more
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.
Highly recommended!
Excellent customer service – After an issue with a hand held shower head (over 12 months past the date of the original invoice) it was replaced with no questions asked. Replacement fitting arrived within 2 days. Excellent customer 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.
Problem Fixed – 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.
Alder tapware – Several years after installation Alder offered to replace and fit replacement tapware when there was a problem with the finish. Well done Alder
#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… Read more
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!
Great customer service and delivery – Needed replacement cartridge under warranty for five year old tap. No issues with validating warranty. Part was shipped from WA on Thursday and received in Victorian country at 11:00 am on Friday. Would highly recommend.
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I am sorry for this issues you have had. We at… Read more