"Good product, bad service"

We've used SMR Bathrooms twice now and we couldn't be happier with the products however, 23 have had issues with deliveries both times. We were sent items that he hadn't ordered and promised delivery which has failed. When trying to arrange collections and refunds, we've waited weeks to get it sorted. For expensive products, we expected a better service.

"brilliant"

Great service and products would recommend

"Worst Service Ever"

I ordered a large quantity of cast iron radiators and whilst the sales guy was very nice and promised a great service, what followed was the worst service i have ever experienced. Firstly, I was informed by the sales guy that the radiators were delayed due to lack of stock. That was fair enough and accepted but I was promised that the radiators would be rushed through upon delivery to the manufacturer.

After severals calls for an update own delivery, I was advised that the radiators were intact delivered late to the manufacturer. I asked about them being rushed through only to be told they would take the standard time and I would have to wait.

After waiting nearly two months (originally quoted up to three weeks!!) I confirmed in writing the day before delivery, the delivery address, which I then received confirmation that the address was correct. Therefore, I was disappointed to find out in the afternoon of the following day that the radiators were being delivered to an alternative dress 30 + miles away!

Again, after several calls trying to explain to Customer Services that the delivery address was being made to the wrong address and I had paid for people to be available to unload the radiators and a plumber to start installing them, I was promised a delivery on the next day with a call first thing in the morning to confirm a time. I also asked that I receive a call to discuss the compensation for loss of expense.

Neither call was made and the radiators were delivered in the morning of the next day. Some were not protected and after checking with this company, I was informed that this is standard procedure.

Not happy with any of the so called service I had received today, I chased up why no one had bothered to call me regarding the reimbursement of my costs incurred and I was called back by the Head of Sales who accepted the issues were not of my making and that I should receive full reimbursement and he would organise a call on Monday morning to confirm. Needless to say, someone from Customer Services called me today to tell me I was not receiving any refund and that they never refund any money.

I asked for the senior manager to call me to confirm their reasoning behind this and for confirmation in writing that the company have never reimbursed anyone . So far I haven't received either the call or email.

This is terrible Customer service and I warn you to look elsewhere before placing an order with this company.

Since writing this review and prior to it being published, I was contacted by the General Manager who, after listening to all the recorded telephone conversations I had had with his team, wanted to personally apologies and explain what actions he has taken and to make sure I was happy going forward. This was very much appreciated and I was very impressed that the time was taken to actually investigate the issues and to contact me. I was given personal assurances which I do believe will be implemented should I use the company again and as such, I am now very likely to give them another try. Great customer service finally. Thank you.

"Great service"

I live locally to these guys so popped in to purchase an accessory for a cast iron radiator I was installing at home. The guys were very attentive and great to deal with. I will definitely use again!

"Traditional towel radiator"

Radiator arrived really quickly and in excellent condition. I contacted their customer service to check something on the radiator which I was unsure about. They were very helpful, believe they liaised directly with the manufacturer to clarify and got back to me again very quickly.

"Excellent service from SMR but not so good from UPS"

Fast dispatch from SMR and excellent product quality. Issues with UPS delivery caused delay of 3 days before delivery was completed

"customer service an delivery"

excellent customer service. Gave me factual answers. I ordered products and they were delivered by a carbon neutral courier which is impressive. Overall excellent.

"Excellent prompt service"

The second time we have ordered from this company and have no reservations in recommending.

"Great company"

Very friendly, knowledgable, fast delivery, good price. Can't fault.

"shower rail"

fast response and quick service