I am writing a PART 2 to my last…
I am writing a PART 2 to my last experience. I thought Hudson Reed had come through and fixed my issue after sharing my challenges here. I will copy and paste my last correspondence below. In summary, after posting this below, I had a customer service rep from Hudson Reed reach out and they were replacing my cartridge that was impossible to purchase in the US. It would be shipped immediately. I was thrilled until I checked the part number that they sent. IT WAS THE WRONG ONE. Somehow I was the only one who knew this but I have put so much time and energy into learning about fixing this shower along with hundreds of dollars paid to a plumber. I brought this to their attention and this is what their response was. Case number: 00455036 ***Thank you for your patience. I have looked into your query with our quality assurance team who have advised you are correct that there was a specific cartridge manufactured for the US market with a 32-splined head. Unfortunately, this cartridge is no longer in production, and we are no longer able to source it. As a result, we are unable to offer a replacement or provide any further assistance in this case. We apologize for any inconvenience and appreciate your understanding. If you have any further requirements we can help you with, please do not hesitate to contact us again. Kindest regards, Ellie HUDSON REED, please help me get the right cartridge. I see it for sale on international websites. Or send me a new shower. I have invested in two of these and one is in my stucco. The only shower we can replace it with is this model because the outline in the stucco is for this shower. Hoping you can help, Lauren. Thank you. MY ORIGINAL MESSAGE ON TRUSTPILOT I have owned two Hudson Reed showers, both dual exposed traditional Thermostatic Shower Valve with Grand Rigid Risers. The more recent order number for one of the showers is 98000014928. We had an issue with the first shower and Hudson Reed kindly sent us a new replacement thermostatic Cartridge for dual valves to replace the one that was broken. There is a plastic piece on the valves that seems to be problematic and break easily. That was order 98000031765. After reading reviews on this site, the valve to this shower is an issue and one customer claimed his broke 3 times in a short period of time. The valve was sent to us when Hudson Reed provided support to the US. The same shower now has the same issue after being diagnosed by a plumber 5 years later. I reached out to the USAHUDSON REED and they said, "We know longer sell this shower and are therefore unable to provide any spare parts for this model. " However, they do sell the showers in other countries! Now I am left to buy a part on eBay internationally and pay a tarriff. Then I went through the contact us form on the Hudson Reed site to see if I could get any further and had NO response. Since Hudson Reed still sells this shower -(the milano-elizabeth-chrome-and-white-traditional-twin-exposed-thermostatic-shower-with-grand-rigid-riser-rail-2-outlet-86315 I would think they could still support their US customers.) There are many positive reviews by satisfied customers on Trustpilot but I have hit many roadblocks with even assistance finding another valve to buy. We have committed to this shower and it is stucco'd in to our wall so never in a million years did I think we wouldn't find a replacement valve in the US. Looking forward to seeing if I can get anywhere here on this site. My case number is 00455036. UPDATE 7/16 - Hudson Reed responded. They immediately sent out a valve arriving soon. I am relieved and appreciate this immediate positive customer service. However, I still not know where to buy this in the future if this happens again. I'd like to keep a valve on hand. My emailed invoice had a link to a live chat or even a number to call but I don't see a live chat when clicking on it and no one has ever answered the phone. Please advise how I buy one of these valves in the future as I fear this could happen again. Thank you!! Hudson Reed's response on July 15, 2026 Hello, Thank you for your review. We are sorry to hear about the difficulties you have experienced and we appreciate you bringing them to our attention. We understand how frustrating it is to encounter the same issue again, especially when your shower installation makes replacement impractical. We also appreciate your disappointment regarding the information you received about spare parts and the delay in responding to your enquiry. We have reviewed your case and we can confirm that the thermostatic cartridge for your shower, purchased in 2019, is available. A replacement thermostatic cartridge has now been arranged and is expected to arrive within 2–7 working days.