Sinks UKReviews 13

I would strongly advise anyone considering purchasing from this company to read their returns policy very carefully, because my experience has been appalling from start to finish.

Their returns process is overly restrictive and excessive, bordering on unreasonable, to the point it's humorous. Customers are instructed on trivial and legally irrelevant details such as what colour tape must be used to reseal a return, despite the fact that retailers have no legal right to dictate cosmetic packaging requirements beyond the item being returned in reasonable condition. This sets the tone for a process that feels designed to deter returns rather than facilitate them.

When I attempted to return my item (a tap costing £379.96), I was advised over the phone that the company's own courier collection would be extremely expensive (£70). Unsurprisingly, I chose to return the item myself using a reputable courier (DPD Gold via the Post Office). The company explicitly allows customers to use their own courier — but then states that doing so is entirely at the customer's "own risk".

This is where things become unacceptable.

The parcel was successfully delivered to their warehouse, with courier tracking confirming delivery 10 days ago, including date, time, and parcel reference. Despite this, the company has repeatedly stated in writing that the item has "not arrived at our warehouse" and has refused to process a refund. This comes after I spoke on the phone to a different customer service provider this morning who told me my refund should've already been issued and it was an internal error on their part. They can't get their story straight.

So to summarise:
They overcomplicate the returns process with unnecessary and unenforceable requirements
They charge excessive fees for their own courier collection
They allow customers to return items independently but then shift all risk onto the customer
And when a return is delivered and confirmed by the courier, they deny receipt anyway

At that point, the "own risk" wording starts to feel less like a policy and more like a mechanism to avoid issuing refunds.

I have provided proof of posting, proof of return postage, and proof of delivery, yet I am still being met with generic, copy-and-paste responses denying receipt. The issue is clearly not non-delivery, but an internal warehouse or processing failure — which should never be the customer's problem.

It's now looking like I'm going to have to escalate the matter via my bank and Trading Standards simply to recover money for an item that was returned correctly and delivered back to their warehouse over a week ago.

Based on my experience, I would urge extreme caution when ordering from this company. If anything goes wrong, you may find yourself trapped in an obstructive and exhausting returns process, even when you have done everything by the book and beyond.

Avoid at all costs and go elsewhere.

Terrible company. I would say they buy in seconds that are not good enough for other companies.
I wish I had looked into their reviews and company policies first.
Big mistake.
How do you know if a tap works properly without water running through it?
Stupid policy as mine was installed they didn't want to know my problem with the tap.
Now reading other reviews, I do hope other people stay well clear. I lost 100's of pounds and I'm sure people loose a lot more

The Franke Sink from Sinks.co.uk has a surface that can only be described as "peeling". This happened the day after installation, so Sinks won't take it back and advised contacting Franke. We now believe our sink is not a genuine Franke product. Literally, the sink was installed one day and peeling began the next. Still waiting for service. The company are only interested in your money and have no customer service at all. Photos and proof of purchase are available but would advise NEVER buying from this company.

I purchased a franke sink sometime ago the bowl of the sink went grey they don't want to take my word for it I said send someone out to view it.ah would you believe it they didn't respond to my request. Dont buy from this company it will cost you a sink and labour to get it out when it goes faulty
Don't be fooled by a 50 year warranty.it might as well be a 200 year warranty beware

Terrible company. Asked to exchange outside of their returns policy period and despite product being in perfect condition they said there was nothing they could so. They were still selling the product! And I offered to pay all shipping costs. Avoid and take your business elsewhere. Have never had an issue with returns with any of my suppliers before.