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“total disaster! terrible customer service”

written by dissatisfiedanddisgustedcustomer on 02/04/2014

I chose this company because their prices were reasonable and because I received good customer service prior to my order being placed. Whilst the bath I ordered (mayfair) was initially out of stock, it arrived on the date promised, however it was scratched and dented and was poor quality (felt flimsy, overflow not centre and the feet felt cheap and arrived in stained bags.) This is when my problems began.I was asked to send in photos of the damage which I did on Thursday 20th March. I heard nothing so I rang on Saturday 22nd March and was told that the manufacturers were closed and there was nothing they could do until Monday 24th March. I rang again on 24th March and was told that they were awaiting a credit note from the manufacturer which they would receive that morning and the bath would definitely arrive later in the week because they had them in stock. I rang on Wednesday having heard nothing to be told that they still had no credit note but they would contact the manufacturers immediately and would ring me back. They didn't, so I rang them. I was told that there was only one person at the manufacturers who could issue a credit note and she was on leave until Thursday. I rang on Thursday. Still no credit note. After numerous calls I was told that they would send one next day delivery without the credit note because of my lengthy delay. on Friday I received a call to say that all 32 baths in the warehouse were damaged and I would not be receiving one. Later I received a call to say that 3 were not actually damaged and I would be sent one on Monday 31st March. After telling them that we urgently needed the bath on Saturday we were told this may be possible and we would get a call back within 10 minutes from a supervisor. We didn't. I emailed in the evening as the lines were closed and I received a call and was told that only the supervisor knew whether or not it would be arriving on Saturday. He would ring me first thing on Saturday. He didn't. I rang them twice and couldn't speak to him. I was told it would arrive before midday. It didn't. I received a call around 11 am to say that the delivery driver had noticed that the bath was damaged and would not be delivering it.
I asked for a refund which I received almost immediately. However I'm still going to be out of pocket because of all the calls I had to make as no one would ring me back. A damaged product does not always reflect badly on a supplier but the customer service I received was the worst I have ever received from any computer pany. We asked for a supervisor to contact us on Monday 31st March to explain why we had been treated so badly. Not surprisingly he never rang.