Totally unprofessional

★★☆☆☆
2.5 / 5
37% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

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

★☆☆☆☆

“Totally unprofessional”

written by Adinde on 23/01/2017

I Bought a bathroom suite online.

They were helpful up until the point they had taken my money.
When the order arrived, it arrived without any paperwork so that the delivery driver only knew to deliver a 'pallet of stuff'.

It turned out that a critical part without which installation could not take place was missing. I called and emailed within half an hour and they promised delivery within 24 hours: at that point I was impressed, because it meant that installation could still proceed as planned.
As I had not had any confirmation of the (re)delivery I called back late afternoon, only to be told they could not actually deliver (they clearly did not deem it necessary to tell their customer who was expecting the part it would not come!) and they would get back to me ...... they didn't.

I emailed them and called them the Monday morning after to ask for an update. They assured me they would address my emails that morning...... they didn't

Tuesday - nothing

Wednesday - nothing

Thursday - I called again and they told me that the item was going to be delivered on Friday (again apparently not deeming it necessary to let the customer know so they can make sure there would be someone to accept the delivery)

Friday - .......nothing! I called them again at 16:30 to ask where it was and they assured me it would arrive by 17:00 ........ it didn't. So yet another weekend of delay and cost for having booked the plumber TWICE and not being able to do the work.

I then wrote the same review as above on Trustpilot as this is what I actually relied on when placing my order with them (a great Trustpilot score)!
To my great surprise I got an email from Trustpilot first thing Monday morning to tell me they had removed my review because "Bella bathrooms had informed them THEY DID NOT RECOGNISE ME AS A CUSTOMER". That is rather interesting considering I have a very unusual last name and I spoke to them around a dozen times in the two weeks preceding my review and emailed them plenty of times as well!!
Trustpikoy asked me to provide evidence that I was in fact a Bella customer so I immediate supplied them with the proof.
I am still waiting to get my review re-instated, but as Trustpilot charges their customers for facilitating requests they censure the actual customer reviews that remain on their site!

If you are lucky and your Bella order is delivered in full they may well be Ok, but a company only really earns its stars when something doesn't go according to plan.

In Bella Bathroom's case they simply don't care as soon as they've taken your money.
1) they don't communicate; and
2) they don't deliver.

Following my damning review and my email to them that I had now disputed the transaction with my credit card company last Friday evening, whilst I am still to receive any communication, the missing part miraculously arrived on Monday!

I would AVOID AT ALL COST + experiencing that 'Trustpilot' reviews are actually censured in favour of the companies being reviewed I would not place any reliance on a Trustpilot score in the future!

  • Goods purchased & cost

  • A few weeks late

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

Folks70's Response to Adinde's Review

Written on: 09/02/2017

My friend used this company I looked at the terms as needed a new shower and bathroom suite. I was to be honest curious after she shared her experience. I'm glad I heard from her experience as would rather pay extra than get that stress. The website looks really good and they are high stars on trustpilot reviews I won't trust that review site now.

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