Complete lack of After Sales Customer care

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Guest's review of Willerby Holiday Homes Meridian Lodge Static Caravan

★★☆☆☆

“Complete lack of After Sales Customer care”

Written on: 18/05/2012

After owning a 2nd hand Cosalt Capri Super static caravan for three years we decided to 'upgrade' and buy a brand new Willerby Meridian Lodge, as the internal floor plan best suited our needs of all the static caravans currently available at the time.
We took occupation at the start of the 2012 season. We found a load of issues that were down to the siting of the van on our pitch, but the Park have done their best to resolve most of these problems for us. What we hadn't expected was the poor build quality and finish of this Willerby Meridian, which only became apparent after spending a week in it. There isn't a straight cupboard or wall unit in the kitchen so it is impossible to line up the doors. The plinths below the kitchen cupboards didn't run parrallel as they had been cut too long.The stainless steel hob was covered in scratches, as was one of the stainless steel power sockets. The work surfaces are smeared in the glue used to bond them together and is impossible to remove with normal cleaners. The window handles had been scratched, removing the white finish along the edges. The bottom inside panel of the fridge was bowed with a piece broken off, it had probably been forced into place. The electric fire in the sitting room rattled so loudly when the heat setting was used, it was impossible to hear the TV. The lintel above three windows in the dining area waves, as it is too flimsy and the pillars between the windows are too long. At one point we couldn't close the main door to the outside as we couldn't pull in the bottom corner, and daylight could be seen in the corner above it. None of the carpets are fitted well and 'bunch' at the skirting. An overhead cupboard carcass in the second bedroom is twisted, again meaning the doors will never line up. The cistern in the en suite leaked, and the cover infront of the cistern looks to have cigarette burns on it. This Meridian Lodge could have been such a beautiful holiday home if Willerby had only applied care and attention to detail, and exercised some Quality Control before it left their factory. Six weeks ago we wrote to Willerby listing the faults and asking for some dialogue and answers. We sent courtesy copies to the Park site Manager and Sales Manager, who also followed it up with phone calls and Emails to Willerby. We received a prompt acknowledgement from Willerby Customer Services, with the promise that someone would be in touch within 28 days.... When this promise failed to materialise, we wrote a second letter to Willerby, and again, the Park have also contacted Willerby asking for one of their representatives to come to our caravan to discuss the issues we have raised. Still waiting......watch this space!!!!! Had we known what Willerby were like when we signed the Agreement to purchase, we would have cancelled the Agreement and bought three brand new high spec. cars with the money. Be advised if viewing a Willerby caravan, don't just look at the 'dressing' of the show caravan, study the quality and finish. I wish we had.

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Mike2411959's Comment

Written on: 26/05/2012

On reading this review I can empathise with the writer. In April 2012 I purchased a Willerby Vogue Connisseur for the pricely sum of £56,000. The build quality is shocking and Willerby should be ashamed of the standard of this product, it's a food job they don't build cars as they would be out of business.. Similar to the writer there are issues which go beyond what could be considered as snagging. Door frames badly fitted, oven not fitted correctly to the extent we have been informed the housing needs to be replaced, issues with windows opening and closing,damage to the cold water supply pipe, chipped light switches, missing shelves, two faulty lighting transformers, cupboard doors badly aligned, I could go on.
I e mailed Willerby's Customer Services Director, Mrs **** ****, after a week she came back to say she would investigate my complaints and committed to reply to me by the following week. Two weeks passed I heard nothing, I wrote again and she replied to say she was under the impression my complaints had been resolved! She completely missed the point here as I wanted an explanation as to how Willerby's post production quality inspection had failed so badly. I wrote back in robust terms and alas heard nothing until 25th May when I found out said person no longer works for Willerby.
I cannot fault the park owner who has been diligent in dealing with Willerby on my behalf.
There is an irony about the fact that Willerby have put 350 of their staff on risk of redundancy allegedly due to the planned VAT on caravans and all the hullaballoo this has caused with local MP's. From my experience, I suspect there is a wider deep seated issue in play here in that Willerby are failing the customer badly on all fronts from build quality, value for money and after sales care. Carry on this way and Willerby will be forced to close its doors irrespective of any decision to apply VAT. Rather than posing for press photographs with MP's JIm Meredith,Willerby's needs to concentrate on product quality. All the advertising about " a keen eye for detail" it's nothing more than marketing hype.
Next step for me is trading standards and BBC Watchdog as I have lost any confidence I have in their ability to respond with a satisfactory reply. This needs to be exposed and I would be supportive of any collective approach in highlighting the situation to the wider public and the media.

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Guest's Comment

Written on: 11/07/2012

agree strongly with everything said have similar problems at present with willerby will right more soon.

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Iwazrobbed's Comment

Written on: 28/05/2012

From the Guest Meridian reviewer "Complete lack of After Sales Customer Care":
Thank you Mike! I am glad someone else feels that Willerby 'quality' is non existent. We have been made to feel we are over fussy whingeing old codgers when in fact all we want is value for money. Yes, we are fussier than average, but that is why we bought a so say 'top of the range lodge' expecting it to be of high quality. I agree that manufacturers who do not follow through should be 'named and shamed'

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