I have a Henrad Silhouette radiator in my downstairs WC that was installed by the builder of my new build property. It is just over two years old and has rusted through underneath at the bottom to the point of going black, with the rust now progressing up the bottom front of the radiator. The white paint is peeling off and it is crusting off onto the floor. It's shockingly poor quality, I can't believe it is in this state.

As part of my new home documentation I was given a digital brochure that stated my radiators came with a 5 year warranty. I therefore contacted this company detailing my dissatisfaction and sent photos.

My expectation was to receive a response that acknowledged this was unacceptable and for a replacement to be issued. Instead, I received a formulaic response stating the radiator would need to be sent back to Stelrad for testing (that takes up to 28 days) either by delivery to the merchant or a local stockist. I find it annoying that I am expected to somehow go about having the radiator taken off by a plumber (at my cost) and get it to one of these locations. It is then up to me to either go without a radiator whilst I await the outcome of "testing" or purchase another one and see if it will be reimbursed. Why should I be put through this inconvenience?

A further paragraph then stated that if the radiator is located in a room of high humidity such as a bathroom, en-suite, kitchen, downstairs toilet, wet room etc. then the warranty period is reduced to 12 months.

My downstairs toilet has no humidity issues and neither humidity nor condensation have ever been present.

Feeling highly annoyed, I rang the customer service team and was told I could still send the radiator for testing even though it had been in a downstairs toilet. There was no comment made about the inconvenience of the situation and very little said at all in fact.

No indication was given of what I could expect as potential outcomes from "testing" to make things right or any kind of assurances that they value customers. It seems very opaque so I would not have any confidence in receiving a favourable outcome.

To clarify new home owner protection rights, I don't have cover from NHBC, they state that this isn't in their remit and my "warranty" for snags from the builder has expired. My go-to protection is the manufacturer warranty, which appears to be a farce.

Yet another example of a warranty being so difficult to enact by the claimant that it isn't worth the time and energy bothering with. Home owner loses, Stelrad wins.

excellent radiator well made..all fitments complete
information from stelrad kept up to date.

Quality product & service

Good quality product perfect size to fit the radiators

Quick delivery. Great quality radiators and nice looking!!

I found the order confusing as I had chosen a special colour. It said approx 2 weeks but it offered a delivery date I couldn’t get past this page without booking a date, so I assumed they must have some in stock. I cannot comment on the product as of yet not installed but I was very disappointed with the delivery company as after phone calls etc. I got a delivery date then a text to say the item hadn’t arrived in time so I had to wait another week… then on delivery day a message they were running 2 hours late but if I had already received my goods ignore the message! How many wasted hours waiting for a delivery. It was about 4 weeks before radiator arrived.

Good quality product

The product arrived as planned and undamaged. The radiator and TRV now installed and works well. No problems.

Excellent quality and appearance radiators
Good value
Good service

Great service but poor packing control. Radiator sides were sent missing the 'C' clips.
However, replacement clips were posted immediately.

I love the radiator my only negative point i have was i ordered the dark grey, they sent me dark grey stands for the feet and white at the bottom which looks abit of an eye sore. Just dont get why you would send all grey then white at the bottom.

Excellent service and understanding

Price, delivery cost and quick delivery

Everything from start to finish the ordering process was straightforward right through to the delivery.

As you would expect from the manufactures, great quality recieved un-damaged and a good price. Would thoroughly recommend going straight to Stelrad 👍

Your courier service failed to deliver the following day, as paid for the following day delivery.
I acknowledge that this fee was reimbursed, however I had to cancel the fitter who was going to fix the radiator and rearrange this for a week after the original date due to the late delivery, which caused a fair bit of disruption.

Good service and no issues. Many thanks.

Ordered some Clips for compact side panel and end panel clips to replace old broken ones. These where slightly thinner than the ones I replaced which made them easier to install and holds the panels in place just as well

Ordered online with minimal fuss and delivered without any problems. Good price going direct, only use stelrad radiators now

Excellent product. Great communication. Prompt delivery. Friendly delivery person.