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“shocking customer service”

Written on: 16/04/2012 by JasonAdam (1 review written)

Having bought over £1500 worth of products from this company i can report they are a disgrace to on-line shopping.
if you have any damaged or faulty items it will cost you dearly.
Out of the order i had two identical taps. The qualified plumber fitted the first which leaked so he fitted the second which also leaked.
No problem i thought I will call them and try to see if there is a problem with this batch of particular taps and to see if there is any way to resolve it.NOT WITHOUT A PHOTO I WAS INFORMED.
ok i have to call a plumber back to get a photo i said.
YES WE ONLY TAKE PHOTOGRAPHIC EVIDENCE AS IF THERE IS A PROBLEM.
The plumber returns photo taken and emailed!!!!!
WE NEED A PHOTO OF THE OTHER TAP!?!?!
Plumber returns photo taken!!!!
Over a week passes - new taps purchased elswhere. I get in touch.
OH THE TECHNICAL BLOKE HAS BEEN AWAY!
Well???
A COURIER WILL PICK UP THE FAULTY TAPS BETWEEN 9 AND 5 ON FRIDAY!
Wait in all day - no courier turns up!
Ring Monday a bit upset.
I CAN GET A COURIER OUT TOMORROW!!!
Sorry no good to me i have to go work to pay the plumber.
WELL THATS ALL WE CAN DO!!!
Can i speak to a manager!!!
NO YOU CAN DEAL WITH ME!!!!
After asking 4 times to speak to a manager it was agreed that i could post the two faulty taps back and would be reimburst postage - £16.50 which of course has ended up my expense.
They then 'test' both taps and tell me only 1 is faulty so I can be refunded for that one but not the other - WHAT DO I WANT TO DO WITH THE OTHER TAP? IF I WANT IT BACK I'LL HAVE TO PAY FOR POSTAGE!AND NO I CANNOT EXCHANGE IT BECAUSE IT'S USED GOODS AND HAS BEEN FITTED. After endless e-mails and phone calls and requesting an Engineers report I finally hear today that the tap is still waiting to be returned to me. IT IS PACKAGED READY TO BE PICKED UP FROM THE WAREHOUSE IF I PREFER TO DO THAT RATHER THAN TO PAY FOR THE POSTAGE!! Yes i'll just drive 200 miles to fetch it then!
so finally after 6 weeks of time, money, plumbers pay,e-mails, photos, phone calls and total inconvenience I HAVE GOT NO-WHERE.
Just unbelievable. Customer service really at its worst.