Bella bathrooms not so bella

★★☆☆☆
2.5 / 5
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  • Customer Service

  • Quality of website

  • Value For Money

Roobrooks's review of Bella Bathrooms - www.bellabathrooms.co.uk

★☆☆☆☆

“Bella bathrooms not so bella”

written by Roobrooks on 17/07/2019

Terrible customer service item returned and they refused to refund. Because we could not prove that the tray was damaged in transit. Note when returning the item, we insured it but used the original packaging. When we tried to claim due to Bella bathrooms refusing to refund us we were told that the insurance would not pay. This is due to the original packaging not being adequate. Do not use this company, If there is any risk you may want to return an item.

  • Shower tray £244

    Goods purchased & cost

  • Up to a week late

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

Bellabathrooms's Response to Roobrooks's Review

Written on: 23/07/2019

Hi,

You continue to state delivery was up to a week late, this is untrue. This shower tray, product code on our website 557-000, states "estimated dispatch time 5 working days". Your order was dispatched on the fifth working day (within the advertised lead time) and delivered to you the next working day. This was NOT by any means late at all nevermind up to a week late.

We can not refund your tray because this was damaged when returned. This was sent out to you in perfect condition, adequately packaged for the method of delivery, there was no report from yourselves of any damage to the tray despite admitting you checked this, it was returned checked and damage discovered.

You will not find another company who would accept return of damaged goods and issue a refund for these.

We advised you to contact the courier to claim for transit damage which you have informed us they refused to pay, Bella Bathrooms are not at fault for this.

The packaging was more than adequate, it arrived to you undamaged therefore point proven. Yes a return must come back in original manufacturers packaging but this does not mean to say you can not apply extra support if necessary, it all depends how you intend to send this back. Most couriers are careless and do not handle fragile goods as they should, we have no involvement in the returns therefore it is your responsibility it reaches us undamaged.

Regards,
Bella Bathrooms Ltd.

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Roobrooks's Response to Roobrooks's Review

Written on: 24/07/2019

are you admitting that your items are sent out to customers without adequate packaging? 

Because we used the original packaging to return the item and a professional parcel company has advised as you did, that this packaging is not adequate. 

To improve your process simply ask for photos of the return items before they are sent. By all means charge for return shipping, but as a business manage it at your end. That way you will avoid these disputes. And your customers will not be left feeling let down and dejected by your service!

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Bellabathrooms's reply to Roobrooks's Comment

Written on: 25/07/2019

We have been running this business for 15 years very successfully, thank you for your suggestion regarding how our returns process should be ran however this is not possible for a number of reasons. Asking for a photo prior to return does not really provide any form of evidence, goods could be damaged since the image was taken prior to handover to a courier, an image of a perfectly find item prior to dispatch will not stand in any way to support a claim with a courier if it was then damaged in transit during the return journey, so a fairly pointless exercise.

We are contracted to certain couriers, collections/returns are not part of our contract, which is why we state in our Terms and conditions that returns are down to the customer and it is their duty to ensure they arrive back in an undamaged condition.

We most definitely are not saying our goods are not adequately packaged. This item was sent in original manufacturers packaging and delivered via their own transport vans, we are only responsible for delivering the goods to you, which we very clearly did because this packaging was adequate for the delivery to you, it arrived undamaged (or so we must believe as you checked the goods and no report of damage was made). You returned this in the same packaging via UPS, the van was full with endless different sized/weight consignments, none of which securely strapped in the back of the vehicle, all leaning on each other in a number of positions. This is exactly the same for a lot of couriers which I will not name. If you felt that this packaging was enough for that means of transport then that is entirely up to you to send back this way at your own risk, but this would be at your risk. If you're unsure, apply extra packaging to be safe, the value of your goods are at stake.

What is "adequately packaged" for one courier is not necessarily for another. It feels very much again like blame towards Bella Bathrooms for your lack of providing additional packaging for your choice of courier and this resulting in damage - assuming this is where it happened.

Are you also in agreement that the delivery was infact on time and as advertised?

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