Excellent customer service! We had a very minor issue and were required to email our issue in order to request a replacement. We received a prompt and very lovely reply from an actual person, Janine!... See more
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Review summary
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Reviews shaping this summary
A great company with fantastic customer service. There was a slight fault with one of the products when it arrived but Janine did everything she could to sort it out and it was very clear that this is... See more
Company replied
Very friendly customer service from a small family run business who went above and beyond to fulfil my order. Thank you so much for all your help, I'm sure my Brownie pack will be thrilled with their... See more
Company replied
Excellent range of stock, quick shipping and communications when needed, repeatedly made orders with no issues. When I had a faulty item it was clearly a manufacturer defect, no fault of the shop... See more
Company replied
Company details
Written by the company
Think Cosy - Think Heat Treats! We're a small independent family run business here to provide you with all things snuggly. We do our very best to give you a personal service & are always here to help in any way we can.
Contact info
Unit 2 Chartists Way, Morley, LS27 9ET, Leeds, United Kingdom
- 01134601813
- heattreats@kayco.co.uk
- heat-treats.co.uk
4.8
Excellent
321 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
A company that really cares about its customers
A great company with fantastic customer service. There was a slight fault with one of the products when it arrived but Janine did everything she could to sort it out and it was very clear that this is a company that really does want happy customers. It's quite rare these days to get customer service like this, so thank you to Janine. Lovely products too - my daughter loves her goat warmie!
16 June 2026
Unprompted review
Reply from Heat Treats
Huge thanks to you Kate for taking time to leave us such a glowing review 🙏🏼 we're delighted that our service following an initial problem left you feeling happy 😄 We really appreciate your comments and very glad that the goat is so cherished 🐐😍
Very efficient company
Very efficient company, although I received the wrong order, within minutes it had been rectified and I received the correct order the following day.
11 June 2026
Unprompted review
Reply from Heat Treats
Hi Susan, we're really sorry that we got something wrong in the first instance, but glad to know that the way we handled the resolution left you feeling happy enough to leave us a great review - thanks so much 🙏🏼🦊
Reply from Heat Treats
We're pleased to hear everything was perfect with your recent order - Thank you for sharing this Eileen🙏🏼
Very good quality service and items and…
Very good quality service and items and good business highly recommend
15 May 2026
Unprompted review
Reply from Heat Treats
Thank you so much for the review and recommendation - we're so pleased to hear your shopping experience with us @heat-treats was worth 5 stars 🙏🏼😍
Reply from Heat Treats
Thank you for the 5 star review and recommendation Amanda; we're thankful for you taking time to share your thoughts 🙏🏼
Very friendly service
This is the second time I've bought something from Heat Treats. The slippers arrived quickly both times. Unfortunately, there was a small fault with the slippers this time, but they were really quick to respond to my email and to offer a refund or a replacement pair. Very friendly service, I'd definitely use it again.
11 February 2026
Unprompted review
Reply from Heat Treats
Hi Becky, we really appreciate you leaving a super review for us, despite having an issue with you most recent order 🦏 we're happy we were able to rectify the problem to your satisfaction. Thanks so much for your continued custom, which we highly value 🙏🏼
Received hot water bottle, burns risk from zip
Received hot water bottle. Colour not like website. Metal zip of cover burns risk as in contact with hot water bottle. Returned, very unhelpful when the package was thought to be lost, now only refunded partially. Dreadful. Would not recommend
10 March 2026
Unprompted review
Reply from Heat Treats
Hello Sharon, thank you for taking time to leave your review. We're sorry you feel it necessary to leave 1 star for your recent experience, so we would like to address the points raised...
Colours cannot be guaranteed to be an exact match to the naked eye as what you see on screen due the variation in screen settings - the images we display are as true a representation of the product as is possible. https://www.heat-treats.co.uk/product-images/
It states in the product description 'The removable cover has a zipper fastening' which is only on one side - there is no risk of burns - we've been selling this particular bottle for about 8 years, and never once received any complaints about it.
We don't believe we were unhelpful when the package was thought to be lost - we had dialogue with you via email about the parcel's journey, and as we predicted would happen, due to the date and method it was sent, right before the weekend, it arrived a couple of days later than the estimated timeframe. This is a Royal Mail issue, and not something we can control.
A refund was issued the following day, in line with our terms and conditions which you accept before committing to buy, which is the item price, less the cost of the return label, so not sure what refund amount you were expecting.
It's very disappointing to receive such negative comments, when in reality we've not really done anything wrong, and we would happily accept and acknowledge if anything could've been done differently - the word Dreadful therefore seems a little extreme.
It's also interesting that out of the 21 Trustpilot reviews you've written, 19 of them are 1 star reviews, which poses the question 'is it ever possible to meet a person's unrealsitic expectations?'
Hot water bottles and covers made of natural materials and beautiful designs
In the past 2-3 years, I have purchased eight hot water bottles with cotton covers (six full sized and two mini) from Heat Treats and I plan to be a lifelong customer or for as long as they continue to sell them.
Heat Treats hot water bottle cotton covers are made of such good quality, the designs are beautiful and they are non toxic when heated (being made of 100% cotton) which is very important to me. I also like that they offer water bottles which are made of rubber.
24 February 2026
Unprompted review
Reply from Heat Treats
Thank you so much for taking time out to write this lovely review on some of our products Maxine; we're really pleased to hear that you've found something worthy of multiple purchases, and are very grateful for your repeated custom and support; we'll certainly be here as long as our customers need us ✔️💁🏼♀️
Good product
Prompt, and the product does the job. Might have liked a little more flair in the colour palette, but no complaints.
23 January 2026
Reply from Heat Treats
Thank you for taking a moment to share feedback of your recent purchase Peter; we're glad to hear the product works well for it's intended purpose despite not having more variety of colour in the design 🐝
Lovely products and service
Lovely products and service from Janine at Heat Treats. I needed to get in touch with a customer service enquiry and I got speedy and kind responses. Really happy with the products and the service has been amazing, above and beyond in every sense. Thank you so much!
6 February 2026
Unprompted review
Reply from Heat Treats
Many thanks for this lovely review Shannon; it was our pleasure to be able to resolve the query for you. We really appreciate the generous feedback 😍
The item was a good price
The item was a good price. Sent on the Friday and received 3 days later.
23 January 2026
Reply from Heat Treats
Were happy to hear your recent shopping experience @heat-treats was a positive one Lorna; thanks for sharing your review 👌🏼
Reply from Heat Treats
Thank you Hildur - we appreciate you taking time to leave feedback on your recent heat-treats order. It's great to know it arrived in good time, and we hope you're happy with the items 🦭
Quality item and super friendly…
Quality item and super friendly customer service. Wouldn’t hesitate to purchase from this company again.
21 January 2026
Unprompted review
Reply from Heat Treats
Thanks so much for taking a moment to share this review Nick👍🏼we're pleased to hear you're happy with everything, and we hope to provide something else cosy for you in the future to keep you warm during the cold seasons ❄️
Got an answer within an hour
Got an answer within an hour! Great customer service
19 January 2026
Unprompted review
Reply from Heat Treats
Thank you Iris; we appreciate you taking a moment to leave us a review. We were happy to be able to answer your question about the gift you received, so you can now enjoy it 🥟 hope it keeps you cosy!
Great company and great customer…
Great company and great customer service would recommend
13 January 2026
Unprompted review
Reply from Heat Treats
Thank you so much for rating our company and service so highly - we really appreciate the recommendation 🙏🏼
Really kind to this incompetent customer!
My package hasn't arrived yet but the customer service up to this point has been great. I ordered the items just before lunch and they are already with the courier. I forgot to put a promotion code in when paying, but they have arranged for the discount to be applied after the fact, and are refunding me the money. The service so far has been great and I am really looking forward to getting my new elephant hot water bottle!
12 January 2026
Unprompted review
Reply from Heat Treats
Thanks Janet, it's really sweet of you to leave us such a lovely review, and we're delighted you're happy with the service so far. You should already have received your discount code refund and hopefully your items, which we hope you'll be just as pleased with 🐘
My husband placed an order for a…
My husband placed an order for a Christmas present for me, a heatable red squirrel. He placed the order in November, it duly arrived, he didn’t open it, wrapped it and placed it under the tree. I opened it on Christmas Day to find a large hole in its belly and the wheat coming out. It also had a slashed face. We emailed after Christmas sending a picture of the damage. We received a reply on 29/12 advising “I can kind of understand that a hole may have appeared in its tummy, as sometimes with Warmies, the seams can come open, even after we’ve checked them before packing, but I know for a fact that whatever has happened to it’s (sic)face was not like that when we sent it - we would never send something to a customer with an obvious defect such as that- it’s not easy to miss, and they’re checked by 2 people.” I replied immediately advising that the box arrived intact and wasn’t opened until Christmas morning and without using any implement. Since then and, despite numerous emails, I have received no further reply.
Now resolved and a replacement arrived.
25 December 2025
Unprompted review
Reply from Heat Treats
Thank you for leaving a review of your recent purchase with us Carol; we apologise that communication was slower than usual, but did explain that we had been closed between Christmas and New Year so weren't able to respond to subsequent messages after our initial email exchange, which was unfortunately, bad timing, but once we re-opened and communication was picked up again, a replacement was sent out for you straight away, which has hopefully been a satisfactory resolution 🐿️
Exceptional customer service
Why cant all retailers be like these guys?
A simple error, promptly corrected with very good communication.
You only really get to know how good customer service is when something goes wrong, during a busy Xmas period things are more likely to go wrong and it's a very difficult period to nail customer service. But hats off to them, they nailed it!
Thanks you! We will be a returning customer!
Regards
Lee
22 December 2025
Unprompted review
Reply from Heat Treats
Happy new year Lee 🎉We're absolutely thrilled to receive this fantastic review from you, especially at this hectic time of year for everyone; so thank you for remembering.
We were glad to be able to fix the problem and ensure your daughter received her gift in time for Christmas and we'd love to service you again in 2026. All the best for the year ahead 🐻
Excellent customer service
Excellent customer service! We had a very minor issue and were required to email our issue in order to request a replacement. We received a prompt and very lovely reply from an actual person, Janine! It was so refreshing to have someone who genuinely cared dealing with our problem. Would highly recommend heat treats. Thanks again Janine 🥰
29 December 2025
Unprompted review
Reply from Heat Treats
You are so welcome Holly, and thank you for such kind feedback, we're truly grateful 🙏🏼 It really means a lot to us to know that how we respond makes a difference. It was a real pleasure emailing with you to find a solution. Wishing you & 'A' a very happy 2026 🍎😍
Quick shipping and fast replies to my…
Quick shipping and fast replies to my enquiry. Friendly customer service =)
22 December 2025
Unprompted review
Reply from Heat Treats
Thank you Lewis, it's very kind of you to take time to leave us a 5 star review; although we can't check your order for reference, we're glad to hear that you were happy with our service and responses. Warmest wishes to you, and all the best for 2026 🙏🏼
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