UPDATED: 9th March 2020
I am pleased to confirm that after Raheem Khan’s intervention of addressing the problem described below – I am now happy with the items ordered.
As promised, I am updating this review to reflect my problem as having been resolved.
It is a shame that Raheem wasn’t involved from the outset as I feel the matter would have been dealt with sooner and in a more customer focused efficient manner thus avoiding an initial digital ‘No’ from someone else in that department.
However, I am now satisfied that what was ordered and paid for is as described and am pleased with the units/items we purchased and believe the price to be exceptionally competitive.
My review purely reflects an impartial thought on the overall experience of Bathroom City from start to finish. I would have been happy to amend this to a 5 star review had the CS Department not originally tried to fob me off.
Very disappointed with the level of customer service. No problems with the overall quality of the products we ordered, but shortly after delivery (8 days) we noticed that a bath fixing kit was missing and there was also a small chip on one of the back to wall unit doors.
So, thinking this would be a relatively easy fix, emailed Bathroom City and was promptly and abruptly told via email that it was outside the 48 hour notification period to advise of missing items/damages and they wouldn’t do anything.
We are having a house renovation done and as much as we checked the items upon delivery, it wasn’t until the items were removed again from their boxes and the cellophane wrappers removed completely by our builders prior to fitting, that we noticed damage.
1, The Consumer Rights Act dictates that their terms and conditions regarding a 48 hour maximum reporting time for damage/missing items is legally unenforceable – I have extra rights within the first 30 days.
2, You would have thought for the sake of customer service – they would be happy to oblige for a genuine case…obviously not.
Original email notification last Friday (7th Feb) no reply (other than ‘NO’ we won’t help you) other than confirmation via a telephone call I placed to them yesterday (12th Feb) that the person who replied to me was off and they didn’t know exactly when he would be back.
No one else seeming to be prepared to pick up the query and deal with it.
Chase up email today (with sales person cc’d together with a read receipt) and they have simply deleted my email without reading it… and the customer service representative hasn’t bothered acknowledging it at all yet….thanks – great service, NOT.
So, Bathroom City – the ball is in your court – deal with the problem today and provide a level of service that should be easily expected or we will go down the money claim online route…