We ordered Toilets from Reece in Enoggera, Brisbane. Good choice of products online, and smooth process throughout the whole purchase. We’ve picked up orders a couple of times from them and they’ve always been so helpful and friendly.
I have just visited the Reece Underwood store enquiring about a new toilet suite. Jane in the showroom was fantastic. I distinctly remember her from about 10 years ago when we renovated our 3 bathrooms. Not only did she provide me with details on a new toilet, but as we chatted I mentioned the very recent failure of my Methven shower head that… Read more
we’d purchased from her about a decade ago. She provided me with a new Methven shower head, under warranty! Thanks very much Jane and Reece - exceptional service.
Not sure why their products are promoted as the best available. My very expensive shower rose broke soon after purchase although I didn’t return it straight away when I did I was told that the warranty was not for accessories. Warranty issue is appalling. When I told the girl that rang that I was going to leave a review about their warranty system she was completely disinterested. Appalling service.
Reviews with attachments
Shocking warranty service – Once again my VERY expensive Nobili Move P/Down Sink Mixer Cp/Bk(5*) $523.60 has failed! Nasty leak. It has now leaked twice now since it was installed. It has a 15 year warranty but just found out after terrible customer service from Reece Warranty Customer Care that I have to arrange a plumber as the labour is only 12 months. Such a rip off.… Read more
You think you are buying a quality product for your dream kitchen but wait, it’s not!!
First they had the gall to tell me I have to disassemble it and replace it with a part they are sending and send the faulty one back! Then they called back and says ok now sending the full item but use a plumber or warranty is void. Just as well they are sending the whole tap as the tiny screw to dislodge the top half is difficult to access let alone view! The tap is a piece of garbage. Wouldn’t recommend Reece or their customer care or the tap! Especially now this is the second repair. It doesn’t get much use so the reason why it has leaked is beyond me! Just seems to be a poor quality item that I now regret having installed in the first place. Customer care also took ages to get anything sorted, still hasn’t arrived, and I placed the warranty call on the 12th oct!
Warranty not worth the paper its written on – My Thermann 5* 26lt unit was fitted 11/02/2015, I have had issues with it running cold/fluctuations much like other reviews. It stopped working all together last night 24/08/2022, 7.5yrs old. The heat exchanger was spilling out water from the unit, all over the electronics and out the casing. still 2.5yrs inside the 10yr warranty!! Told by "Reece… Read more
Customer (lack of) Care" they would replace it with a reconditioned unit and only offer a 12 month warranty! suggesting they are doing me a favour? So let me get this straight, I have 2.5 years left on my unit's warranty, but you are effectively absolving yourselfs of 1.5yrs of my warranty and giving me a second hand unit!! for a grand total of 8.5yrs warranty instead, thus renaging on your 10yr warranty. Nothing like backing your product Hey! No wonder these so called "5 star" units have been discontinued. If there was a minus review I would give it on Reece's aftersales service alone, this product is not fit for purpose. Marketing on website/video; states;- customer peace of mind for the length of the 10/12yr warranty, built in Japan with high grade materials, efficient, unlimited hot water "designed for the Austalian Market" no less. Whilst on this subject , I was told by Customer Care, its not the unit that's at fault, its the town water in Perth blocking my heat exchanger and it blows out. Isn't Perth in Australia? I was also told to test the water for calcium etc. at my local pool shop and advised to look at p13 of the owners manual re warranty subject to water conditions that void the warranty. Guess what, I did! and the water is within the stated range for a warranty claim. but again what about being "Designed for Australian Market" isnt it? Not impressed. still awaiting a response from "Reece (lack of) Customer Care"!!
Kado 4.5 Lux Cistern Leaking Continuously – Our J G King house was handed over in July 2020 and the Kado 4.5 Lux cistern was part of the selection. The plumber was Reece. Of the two cisterns, one leaked very briefly, but the one in the ensuite has been leaking continuously into the bowl for approximately 3-4 months. The first leak was soon after handover. It stopped leaking on its own after… Read more
a couple of weeks. In late August it resumed and Reece attended, changing the float valve. In mid-October, the leak resumed and Reece attended, again replacing the float valve in BOTH cisterns, as the other one had leaked briefly. Within a month, the leak in the ensuite cistern resumed. I filled out a fresh aftersales case, which was ignored. I rang a few days later and asked for a new type of solution, such as a replacement, as it is the third float valve. The agent said that his boss made those decisions, but two weeks on, the boss did not reply. As my contract is with JG King, who has not considered this an "emergency", my only choice is to endure this noisy water torture over Christmas before they get around to my case (including other warranty matters).
- +4
I purchased a Memo Zenna stainless steel sink (2402721) from Reece in March 2026, and it was installed in April 2026. Within months of normal domestic use, it developed numerous orange/brown rust-like spots across the sink. I contacted Reece and supplied photographs. Reece has confirmed in writing that the marks are surface rust spots, but says… Read more
they are caused by waterborne deposits/environmental factors and are not a product, manufacturing or quality issue. What concerns me most is that Reece declined to physically inspect or test the sink. Their Aftersales Customer Service Lead advised that the photographs were sufficient for Reece and its Product Specialist to determine the cause and reject the warranty claim. Reece also told me that replacing the sink would not prevent this happening again and that this type of marking can occur on any stainless steel sink, whether budget or premium. I find that response difficult to reconcile with the way the product is marketed. The Zenna is 304-grade stainless steel, has a nanoplated finish, and carries a 30-year domestic warranty. Reece also promotes Memo sinks as durable products that will look great for years. We also have another 304-grade stainless steel sink purchased from Reece approximately nine years ago. It has been used daily and has never developed this type of rust-like staining. Reece recommended products such as Gumption or Bar Keepers Friend to remove the marks. My concern, however, is not simply whether they can be cleaned off. It is why a recently installed sink is developing surface rust to this extent in the first place. Reece has now declined to replace the sink or cover labour. I have referred the matter to Consumer Affairs Victoria and will update this review with the outcome.
We had a house built that included a Reece laundry sink. After 3 years we started to notice dark flecks appearing in the laundry cupboard. On further examination, there were multiple rust spots and streaks all over the outside of the sink. Despite multiple emails, Reece took no responsibility for the issue, blaming lack of maintence, or what was… Read more
stored under the sink. We only stored what you'd normally expect to store in a laundry cupboard, namely cleaning products. With the amount of rust in evidence, there is clearly an issue with the manufacture of the sink, yet Reece took no responsibility for their product.
I have extensively cleaned the sink and while the rust itself was able to be removed, surface imperfections remain in every spot where the rust appeared, so I fully expect the rust will return and I'll eventually need to replace the sink.
I bought a $6000 Roca smart toilet from Reece Bathroom Life, the most expensive, supposedly “premium” toilet they sold, and the experience since has been absolutely disgraceful. For $6000, you would reasonably expect two things: a premium product and premium after-sales support. I received neither. The toilet failed after only a few months. A… Read more
repair technician attended and was unable to fix it. I was told a replacement part would take two weeks.
Two weeks passed. No communication. I contacted Reece for an update. Now three weeks has passed, still no update.
This is what Reece apparently considers the ownership experience for one of the most expensive toilets in its range.
What makes the experience particularly disappointing is the contrast between the service before and after the sale. The sales staff were friendly, attentive and extremely helpful when I was spending thousands of dollars. Once the expensive “premium” product failed, that impressive customer service seemed to disappear.
Premium pricing. Non-premium reliability. Non-premium after-sales service.
If you’re going to sell a toilet for $6,000 and position it as a premium product, the customer should not be left chasing you for weeks when it fails almost immediately.
Anyone considering buying any expensive products from Reece Bathroom Life should seriously consider what happens after they have your money, not just how pleasant the showroom experience is.
I didn’t spend $6000 expecting a toilet to fail within months, a technician to be unable to repair it, and then weeks of silence while I chase the retailer for answers.
This has been one of the worst after-sales experiences I’ve had with a supposedly premium product.
The showroom experience sells premium.
The price screams premium.
The ownership experience has been anything but.
We bought a Reece Posh Solus bathroom mixer tap with a 7 year warranty on the cartridge...but 3.5 years in the chrome on the top handle started to bubble and now it's fully pitted. We have necer used abrasive cleaners on it, and I've not had a tap elsewhere in the house do this. Feels awful. Will never buy this brand again! Show details
I had to order a Rothenberger Mixer Cartridge on the 28/04/26 from the Invermay Road Launceston store as they were nil stock. Fair enough they asked for payment before ordering, which was just under $30 and they said it would be about 7 days from Melbourne which was an unacceptable delay. I asked them to overnight freight it as the item was a… Read more
small package, less than 200g. I was advised that there would be a freight charge, however they couldn't or wouldn't give me an estimate of those charges. Having extensive freight dealing over many years with similar items, I estimated between $15-$20. Today 30/04/26 I was advised that the order had arrived and I proceeded to collect it, then advised that the freight charges were $41.80 inc. GST. I was informed by staff at the Launceston outlet that the charges were not up to them but by their supplier, presumably another Reece outlet. In my experience with Australia Post a small parts satchel with a weight under 5kg by Express Freight was under $15. Their $41.80 charge is far from reasonable and Reece should be aware that this practice is unacceptable when Australia Post can Express deliver the item at a greatly reduce cost. Get you act together Reece, be proactive and consider your customers.
Latest follow-ups
Worst custoner service and delay ever. Purchased over $6000 of bathroom products in February 2025 paid cash immediately. Took 3 months to have the major goods delivered in May. Another 3 months to have the final products delivered in July, and a… Read more
few differing stories regarding the delay. 6 months altogether for delivery. Questioned and scrutinised by the manager because he believed I'd received the products. He called my plumber to find out if he'd seen the products delivered. It took my plumber to sort the mess out. Never will I use Reece again. I highly recommend Bunnings as the better option.
Follow-up · Responses to follow up questions regarding our Reece purchase experience:- How did the manager react later? I did not speak to the manager after his initial chat with me (as outlined in my previous review). And the managers initial reaction could be taken as nothing but rude. When you're advise he will send someone to check the order and then… Read more
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Positive reviews
Thank you Reece for renovating our farmhouse. Your workers were always tidy! We’re very impressed with your organisation skills! Your fast construction time and great communication skills were excellent. Show details
Follow-up · Overall cost above$150k. Renovated the kitchen, bathroom x 2, laundry, restumped the house, alfresco area, lounge, living area and 2 bedroom windows replaced. Communication was with Reece and he’s very good.
Great assistance. Anthony and team went above and beyond to get my tapware asap. DIdn't make me feel a complete plumbing novice and listened to my requests. Sometimes when you aren't a tradie industry linked retailersw make you feel inferior. Not here. I was very impressed. Show details
Excellent, kind and helpful. Very efficient work too! And patient with us all!
Negative reviews
Not even worth one star! After sending ne the wrong sized item they, after a lot of intervention from Big W, promised to refund me half the item price. I have no complaints with Big W as they sent me their half of the refund right away. Still… Read more
waiting for this mob though! They seemed genuine enough in the emails to me but unfortunately they don't follow through! Be warned!
Follow-up · I still haven't heard from them and no half refund as promised. At least I didn't have to send the item back as it was quite heavy. Still doesn't fit my car tho.
Document No: 1023602209 On 05/06/2026 at approximately 2:00 pm, I visited the store to purchase some fittings and connectors for my BBQ gas plumbing. Unfortunately, the customer service I received from one of the sales staff was extremely disappointing. ( Document No: 1023602209 Account 110) When I approached the counter, the staff member was… Read more
eating. He then came over to assist me and proceeded to drink from a can of Coke in front of me before serving me and while serving me. I found this to be highly unprofessional and not the level of service I would expect from a customer-facing employee.
More importantly, he showed very little interest in helping me solve my problem. Rather than exploring possible options or alternatives, he appeared unwilling to assist and at one point stated, "I don't know" and "It can't be done." I was shocked by the poor customer service skills and the lack of effort to help a customer.
I understand that it was a Friday afternoon and that staff may have been winding down for the day, however good customer service goes a long way. Customers come to your store seeking advice and solutions, and I felt that no genuine effort was made to assist me.
I do not know the employee's name, however the 2IC, [Name Removed], knows who I am referring to as I discussed the incident with him immediately afterwards.
I would like to commend [Name Removed] for his outstanding customer service. After I explained my issue to him, he was professional, helpful, and solution-focused. Within approximately two minutes, he identified a solution to my problem and provided the assistance I needed. His product knowledge and willingness to help completely changed my experience.
The contrast between [Name Removed]'s service and that of the other staff member was significant. [Name Removed] demonstrated exactly the type of customer service that encourages customers to return, whereas my initial interaction left me feeling frustrated and unwelcome.
I hope this feedback is taken constructively and used as an opportunity to improve customer service standards.
Arif - amdegia@yahoio.com
Bought a tap online to click and collect. Payment taken out immediately. Their email said someone would call me within one business day. Well, it's been three days. I called up my local branch and they can't find my order even with the reference number. Said they'd call me when they find it. ???????? Ridiculous. My last time buying from Reece. Show details
Recent reviews
Bought a new continuous flow hot water system. Within two years the circuit board died, on a Friday. No hot water all day Friday, despite a call to Reece telling them it was still in warranty. Multiple calls through the day, no action. It’s now Friday night and we’re planning trips to relatives and to the local pool in winter to wash everyone. A… Read more
simple thing that everyone relies on fails. You expect a response. Nothing for days. Do not buy a Reece.
Ordered pair of wall taps for bath, on-line. Confirmation stated we would be contacted next business day. That didn't happen. After 1-week of no communication I emailed their service department. They responded stating the request was sent to Penrith store for action. Still no contact. I emailed again. Received a phone call from Penrith store who… Read more
said the order had been transferred to Minchenbury depot. I phoned them and after some difficulty they found my order and it was delivered that day, 2-weeks after ordering, two emails and two phone calls chasing it up. I should have ordered from Amazon and got next day delivery.
They sell PVC tubing by the metre. I asked for a 1cm sample to test its use at home in a project, so I could decide what size to buy - but Reece would not give me a 1cm sample; they only will sell you a 1m minimum, which is too much to "try" and then go back to "try another size". So I went to Mitre10 in Victoria St, Richmond; they happily gave me a 1cm sample of 2 sizes to try. Clark Rubber is also happy to give small samples to try first Show details
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Very arrogant and poor customer service. I will never buy again. For split a tap in 2 they told me that everything is wrong and no even know what I have to do. NEVER go to them again Show details
We spent almost $40,000 of products believing the products would last. Mizu only sold by Reece is the worst taps ever, continuously leaking, Rocca toilet seat broken ($270 to replace) and internal Gerberit system broken. Customer service at Heidelberg is shocking, attended twice said they would call me back, never did. One year later we built a third bathroom all items brought from Bunnings, no problems at all. Show details
I purchased a new mixer tap and asked for a hot and cold fitting with valve. I also asked for a washing machine fitting. When fitting them I discovered they had sold me three washing machine valves! I went back but they would accept my complaint and I had to buy two new valves. They said it was a miss communication. If you buy a tap with valves it is reasonable to be sold the correct ones Show details
READ TO LEARN WHY YOU DO NOT BUY THERMANN: Temperature inconsistency is REAL.Do not be fooled br Reece Plumbing (owner). They have a designated mouthpiece, Chis, who is trained to feign concern, To promise they are passionate about helping you, asks for photos, tell you it must be the plumbing. Then never hear from [Name Removed] again. New build,… Read more
Thermann in the house, Rinnai in the granny flat. FAMILY OF 5 ALL PREFER TO SHOWER IN THE GRANNY FLAT. In the process of replacing the house one with Rinnai and post its destruction on all social media like the family who destroyed the lemon Jeep. LOOK OUT FOR UPDATES WITH LINKS. CHEERS ED Purchased in May 2023 at Reece (owners). Invoice Number : Supply by buildersHousehold Size: 5 person(s)
Just a note to express my gratitude for the excellent service I received from Craig at your Compton Road Store at Slack’s Creek. Craig’s has exceptional customer relation skill’s combined with his through product knowledge and friendliness impressed myself my wife greatly. Craig is a wonderful ambassador to Reece plumbing. Please thank him on… Read more
our behalf for all his help. Jane was also very helpful with our enquiries as well.
Bill & Helen Hourigan
Sunnybank Hill’s
I was rebuilding a shower and wanted to ensure that it did not require maintenance for a long time. In April 2024, I bought 2 new spindles for the taps from Reece Plumbing. In May 2025 (just over the 12 months later) the plastic washer components had failed in both taps and need replacing again. I complained to Reece Customer Service. They… Read more
forwarded it to their supplier and no longer replied to me despite 2 further follow ups. Terrible customer service. I will be looking for alternate suppliers for my plumbing jobs going forwards.
Thank you Trish and your assistant, for your dedication (and patience!) in trying to source a very old part for my Water Heater today 11/6/25. New Thermo Couple request, and product research proved elusive - but succeeded after long phone calls and follow-up. Thanks. Show details
I want to extend a massive thank you to Paul at Reece Clayton HVAC. He ensured my ducted heater was delivered on the same day, arriving efficiently before lunch, just as he promised. His guidance and expertise were incredibly valuable. Show details
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