Disappointing service when things go wrong

The Malvern Collection - www.themalverncollection.co.uk
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Malvern0618's review of The Malvern Collection - www.themalverncollection.co.uk

“Disappointing service when things go wrong”

★★☆☆☆

written by Malvern0618 on 16/10/2018

Malvern are very particular about the kind of base their sheds get built on. So we got a brand new concrete base to fit the size of shed we bought (20" x 8") ready for the installation date.

The installers arrived with the delivery. The back and front panels were manufactured at the wrong size (half a foot too short). The installers were on the phone to their office and it sounded like this is a common occurrence. We were offered a fix, which we refused. We ordered an expensive NEW shed and didn’t want it bodged. Luckily we opted for the installation service. I dread to think what would have happened, if we had chosen to build it ourselves!!

The installers piled up the remaining panels (exposed to sun and rain) and told us that we’d have to wait for replacement panels to be built.

After a couple of days we noticed that there was an uneven number of bearers under the base and had to argue with their customer services to get the extras delivered with the 2nd installation. Otherwise there may have been further delay!

We were offered a 2nd installation date 10 days later. Installers advised us to expect their arrival between 8 and 9am, as they were delivering somewhere else first. They turned up at 7.20am on a Saturday morning. Neighbours weren’t best pleased.

At 2nd installation, the partition wall indent in the roof panel was nowhere near the middle and installers had to make further alterations to avoid coming back again. Another mistake by the manufacturing team.

After the installation team left, we noticed further snags. It took countless reminders to finally get a Saturday date 9 weeks later. We couldn’t afford to take another weekday off work.

Snags have been fixed now, but the confidence in this company has gone. The summer has been wasted. We asked for a partial goodwill refund to make up for the time and inconvenience, but were told that they did not think this catalogue of errors warranted any refund or goodwill gesture.

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Malverncollection's Response to Malvern0618's Review

Written on: 22/10/2018

Dear Mr and Mrs Denman,
We are disappointed that you felt the need to express your thoughts with this review, after we had dealt with your complaint in house. As we have discussed in all of our communications, we sincerely apologise that some panels were delivered incorrectly initially. We apologised on the day and immediately gave you a return date to deliver the correctly sized panels, 9 days later. Although we do not usually work weekends, management authorised for us to get a team to do this on a weekend, to try to minimise any inconvenience caused with your working hours. When Mr Denman telephoned our office to express that he felt there were insufficient floor bearers, extra were put out to be bought on the return visit. You expressed you were unhappy that we appeared to be unsure of exactly how many floor bearers should go with a building of this size, we explained that this was due to the fact this was a non standard size building for this model and also bespoke with the partition and extra door etc. and we felt this was where the confusion arose. After installation you reported some snagging issues, unfortunately, on occasion with timber being a natural product, we do have to return and are sorry this happened in your case. The office manager apologised at the time and whilst we appreciate our after sales visit took longer than we would have ideally liked, due to being the height of the season, the field manager returned to you to complete all works as requested and we were on the understanding the building was all to your satisfaction. We pride ourselves on our product and service and as expressed previously, are sorry that we failed to meet our normal level of service initially on this occasion. We trust all is now to standard, however, please do not hesitate to contact us again, should you wish to discuss further.

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