Reviewer Photos & Videos
Poor quality due to improper anodizing
Five years ago we renovated our bathroom and used Phoenix shelves for shower accessories and one on the wall for perfume bottles.
This has been the 5th time within the warranty we have had 6 replacement s due to the shelves bubbling and peeling right off
I’m surprised the company has not investigated why the products are not properly anodized which is obviously the problem.
My worry now is that it will happen again much to our inconvenience what happens when the product becomes discontinued, spoiling the style of the bathroom and certainly do not.want to start drilling holes in the tiled walls.
I strongly suggest to Phoenix to investigate this problem it is clearly a common occurrence in the reviews.
- Verified customer
Peeling and bubbling of enamel or coating on taps (5 out of 25) taps, shelves, bath rails, etc.
The stuff isn't cheap and I like to support Australian products, but I wont go back. We did a full house reno with 3 bathrooms, kitchen, laundry totaling around 25 different products from the Phoenix Range. The stuff within 6 months just bubbles or peels off (We are using the black range). Not happy when I spent $6,594.35 on what I thought was a quality product in our forever home.
Please Check For Hairline Fractures Before Installing!!!!!
Purchased a Phoenix mixer which was faulty (Hairline crack in the brassware).
Only found the fault once I had, had the tapware installed by the plumber. My plumber removed it (also, had to remove the pipes as they were compression fittings) so I could return it to the supplier 40 minutes away and get a replacement (would not let me get one from a closer supplier because it was too hard with invoicing) and the other alternative was waiting for it to be mailed and then wait for an appointment except I am in the middle of a complete bathroom reno...vation and the next step is dependant on the tapware being installed. Phoenix "customer service" sent someone out who did not have the tools to complete the job, he advised Phoenix that they should just engage the original plumber to finish the job as it was going to be more cost effective for all and then received a call from Lee at Phoenix who advised me that due to the pipes being taken out (to remove the product I had to return) it was not their responsibility and they advise me to get my original installer back at my own cost. Lee was very condescending and only responded to my questions with the stock standard, taking no responsibility company answer. I am now having to pay for two installations due to their faulty product. Not only have I purchased a poor quality product, the after sales service was extremely disappointing. Do not purchase their premium priced products- they will cost you even more.
- Verified customer
Poor after sales support
I moved into a new build house that had a Phoenix tap in the kitchen. The tap head kept jumping when I used it. I showed the plumbing supply shop a video of the tap and they said that it was a problem. I sent the video to Phoenix and they told me that it was not a problem. After requesting it to be reviewed, they later told me that it was faulty and arranged for the tap to be replaced.
I later decided to purchase a different tap (one with a filter included for filtered drinking water). The wrong bracket was installed. After contacting Phoenix ...and sending through photos, they told me that the problem was because the plumber installed it incorrectly and used a non-supplied part. I then contacted the plumbing shop where I purchased the tap from and they came and had a look at the tap. They said that the wrong part was supplied. They then contacted Phoenix who agreed to send a replacement part. Could not recommend Phoenix tapware.
Efficient & Timely Service
Wanted to jump on here to commend the After Sales team for helping me replace 2x wall mixers in my shower and bath that were left broken by previous owners. They were quick to respond to my email with the exact product I needed based on the photos provided, the warranty claim form was easy to fill out and they have since posted out my 2x replacement wall mixers in timely fashion. Great customer service experience :)
We chose phoenix products for bathroom renovation as recommended to be quality products. FOUR faulty items. Pressure value at our expense also. No apologies.
Make a better choose. Only disappointment here.
Highly recommend this brand!
Phoenix tapware has a few 'collections' ranging from affordable to high-end. Our building company has used this brand of tapware on numerous homes (Including the Nostalgia range on our personal home) and we can comfortably say that this tapware is extremely good quality compared to other brand which have the same price or higher. You can feel the quality just by picking up the tap and seeing how much heavier it is. Secondly, other brands after time lose their shine and start to build up calcification despite regular cleaning. Phoenix tapware does not have this problem which really impressed us. We highly recommend this product.
Designs inherently flawed and unapologetic about it
Just had a new house built with Ausbuild who use Pheonix as a supplier. Went with one of the Squareline mixers and now really regret it. The rectangular design causes the stream to spiral and causes splashing absolutely everywhere.
Reading some of the reviews here I can see this is a common occurrence, as would the lack of actions from the company.
Definitely won't recommend unless you plan to have a shower as well when you do your dishes. Am going to have to waste money replacing the tap now... and based on the reviews here I'd expect some replacements of the other ones soon too.
And no Pheonix, the product and experience "did not meet expectations".
Excellent customer service!
I had a small problem with one of their products under warranty. Their response was prompt, friendly, and efficient, and a replacement part arrived by mail shortly after. I emailed them with a follow-up question, they phoned me back the next day and the matter was resolved immediately.
You can't get better service than that!
Beautiful, quality products too.
- Verified customer
Quality issues - tapware chrome peels and pitting over time
We purchased 3 x goosneck basin mixers and wall mixers for showers in 2011 for a home rebuild. 2 x basin mixers have shown problems with chrome pitting, and bubbling on one, both peeling near the spout and one peeling around the handle insert. Sent warranty claim with proof of purchase and photos. Response was timely.
Unfortunately we were advised the warranty was only good for 7 yrs, no replacement. The issue isn't severe - at the moment and it certainly did show up within the warranty period but we were slow to react. However, it will no doub...
- Verified customer
Fantastic customer service & warranty
Phoenix customer service and warranty is superb - they're quick to respond, easy to speak with and prompt with a resolution. Beyond thankful that when I've had issues, it's been with a company who care about after sales support.
Phoenix Tapware - Nara
The Nara Vessel and Basin taps look fantastic, but be aware the underside of the spout is NOT a negative angle, allowing water to run back down the tap and leak all over your bench. This then leads to a flood in your bathroom !! I know this from personal experience :-( You'd think the designer would have thought of this !
I purchased a Phoenix sink mixer for my family and the tap sprays water everywhere in all different directions. All over the window, clothes after every use have to clean up. I contacted customer service only to be told because the mixer is a rectangular aerator and after I sent through videos etc as requested they advised that that was how the tap works and is working fine. Very disappointing, for such an expensive tap and a brand that normally has a good reputation. I would recommend purchasing another mixer
I am a retailer who has to deal with the customer service daily or lack of customer service I should say.
Phoenix used to be a reputable brand with quality products and reasonable customer service.
I do not recommend the brand and only sell it as requested by the customer.
Stay away from this unlicensed jokers
This company using unlicensed plumbers for all service calls to keep the cost low for warranty calls. Please stay away at all cost.
Please find the pictures of the job completed by the plumbers sent by this company. Completely disgraceful. I have made a complaint to Victoria plumbers commission and working with them as these jokers not willing to accept the fault and ratify it. Again stay away at all cost as these jokers will destroy your homes....
This was the response I got when asked the details of the plumber:
“We have seeked further consult into this matter, and found we are not obligated to provide the plumbers direct information.
Images of horrible job these guys done:
Phoenix will rob you and laugh
Ordered a heap of tapware from phoenix needed to change 1 tap for another of their products they stole 160 dollars for making 1 change to the order.
You hurt the people who buy your products phoenix.
Never buy another phoenix product, thats my policy.
I have just spent over $3200 of tap ware for a complete fit out of our new home. Since waiting since January for some towel rails I have now been sent two lots completely scratched now delaying the fitting of towel rails again ! Living in a rural area I’ll now have to pay another time for them to be installed! Not even a sorry when speaking with customer service. If sending out warranty items wouldn’t you check them before sending them out
Worst returns policy ever!!
Have Phoenix tapware throughout my house great product however the warranty saga I've had to go through has left me three months without a flick mixer. Internal problem with the tap as from brand new and was dripping, why on earth do I need a plumbers invoice when it's fault is internal and not from the install!! Because of this I will no longer be buying this product..
Love our tap so much we bought another one for the laundry
Not sure if it's accurate, but it felt like Phoenix were the first company to do matte black tapware 'right'. We love our Gooseneck tap so much that we bought another one for our laundry when we renovated. Seems the quality has improved over time as well as the new tap is much more solid and robust than our previous kitchen tap.
Whilst I am disappointed I am needing to replace my sink and bathroom taps just 3 years after building, I cannot fault the service I received from Phoenix. New taps were in the post within a day of my phone call. Had I gone through the builder I'd still be getting excuses.
Questions & Answers
I’m disappointed but glad I read the reviews on Phoenix black tapware as I was about to update our bathrooms with their products. Maybe I should stick to chrome products?
The products are great. owning a business myself, i know things dont always turn out great and things break down. thats the reason im writing on this forum.
I received a faulty product on a certain line from them. maybe it was a bad batch, i dont know. I made a complaint and within days I had replacement taps and shelves (totalling $2,000) at my door at no expense to me. i just showed them the receipt.
go with what looks good in the house. this company backs their products.
Thanks for your reply Pete but I'm reluctant now to buy their products due to the bad feedback about them.
Phoenix M.Phoenix Tapware
Thanks for your message. We are sorry to hear you’re having concerns over installing Phoenix products. If you would like to send us an email to firstname.lastname@example.org or call on tel://(03)9780 4200, our customer service team will be happy to assist you and discuss your concerns further.
Regards, Phoenix Tapware
We believe the weight & design of Phoenix products (we choose) are great. Customer Service (via Reece in SYD) - excellent. BUT may be an issue with the powder coatings ?
We had one shelf strip back within 3months (from shampoo & soap residue). Replacements came quickly. The same is happening again. Suspect matt black's not an easy finish to maintain, from any company. . . Has anyone else had an issue ?
Phoenix M.Phoenix Tapware
Thank you for taking the time to contact us. We are sorry to hear you’re having issues with your recent experience with Phoenix. If you would like to send us an email to email@example.com, or call tel://(03)9780 4242, our After Sales team will be happy to discuss your concerns further. Please reference your Product Review username so we can identify you.
Regards, Phoenix Tapware
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