"OUTSTANDING QUALITY AND SERVICE"

I have spent over £15,000 on a significant amount of bathroom equipment (showers, baths, basins, loos, taps, mixers etc) over the last year for a house refurbishment in London. Vinny was my main contact at the Newbury branch.

UK Bathroom Warehouse have been absolutely first class throughout. I have received at least half a dozen deliveries spread over that 12 month period and every single one arrived exactly as planned, despite width restricting bollards in the road which I had warned the company about. UK Bathroom Warehouse have a huge range of suppliers, so a very wide choice, and they have very competitive prices - most people in the know, at least in the Newbury area, use them for bathroom supplies because they are very highly regarded. Several friends specifically recommended them when I was researching options and I would now have no hesitation in doing the same.

Vinny was extremely knowledgeable, helpful and supportive throughout - in fact, nothing was too much trouble and he was always able to suggest the best solution for, for example, a small space or an awkward shower screen. And the after sales service has been excellent as well. If something is not quite right, they just replace it with no questions asked.

I read the previous review by Evgeny dated 24 Jan with interest. I don't recognise any of that criticism and just the tone and manner of it makes me wonder .... Anyway, my experience, over a prolonged period and multiple contacts tells a very different story. Trust my review - the Newbury Branch (speak to Vinny) have been first class!

"Really awful service and complete lack…"

Really awful service and complete lack of interest in their customers, as per the emails below:

Hi,

Thanks for your email and complete lack of understanding.

1) delivery was booked for the 10th, but it does not even matter.
2) there are no weight (or for that matter even width restrictions) on the road. Please try reading my email carefully.
3) if there were width or weight restrictions, surely it would have been the responsibility of yours or the delivery agent to check. Does not even matter, because there aren’t any.
4) they did call me when i was abroad. And i spoke to them and said that there are builders in and a concierge and that the delivery can be made even it it was a day early. To which the answer was - do not worry, we will sort it out.
5) NOONE has contacted me after to say that the delivery was not made. Neither you, nor your delivery people.
6) i was given an option to come and pick it up from a depot in Wimbeldon? Really? Is it really a favour? We did not have a car suitable for that.

Now you write me this email, which not only shows that you took no care to read or understand my email, but you finish it by a “token of your goodwill” of 5% discount for future purchases. The discount i would get anyway. Do you treat all your customers like id*ots or did i just draw a lucky straw?

I was going to refurbish the second bathroom next, but now the business is definitely going to you competitors and this email to all the online reviews and social media.

Really offensive reply, which suits the level of your service.

Regards,

Evgeny

Sent from my iPhone

On 15 Jan 2019, at 12:24, EStore | UK Bathroom Warehouse sales ukbathroomwarehouse wrote:

Hi Eugene,



Thanks for your email and patience while we take a look into this matter. I have reviewed the notes on the consignment and can confirm the following:



Delivery was booked in for the 9th January by you. On the day of delivery the driver contacted you and you advised you was out of the country but there was builders on site, but did not provide any contact details so our delivery service could organise the delivery. Due to the road having a weight restriction the driver was not able to get close enough to the property and could not contact anyone on site which caused the delivery to be unsuccessful.


We was then contacted on Friday 11th to book in the delivery, the earliest this could be done was Monday 14th but an option was provided if you needed the goods that day you could collect this from the depot.


I can now confirm the order was delivered yesterday signed by Lance at 09:28 at an additional delivery charge covered by UK Bathroom Warehouse.


We recommend that installers are not booked before the goods arrive to site as per our T&c’s which you agree to when purchasing online. Unfortunately in this instance we will not be offering a partial refund. If you wish to place another order through our website or sales team as a gesture of good will I will offer an additional 5% off your next purchase.



Regards,



xxxxx

Sales Manager | E-Commerce Department

Unit 1 Beadle Trading Est.

Hithercroft Road

Wallingford, OX10 9EZ

T: 020 8090 3449

E: salesukbathroomwarehouse



Please note: Our operating hours are Monday – Friday 08.30am – 18:00pm



Showrooms:

Wallingford: 01491 832321 | Oxford: 01865 778399 | Newbury: 01635 35860






P Think Green! Please don’t print this email unless you really have to.







From:
Sent: 13 January 2019 20:20
To: EStore | UK Bathroom Warehouse sales ukbathroomwarehouse
Subject: Re: Local Depot Collection



Hi xxx,



Following our conversation on Friday I am writing you this email to forward to the relevant people.

As I mentioned on the phone, I have made the order on the 2nd and then the events took place as follows:

- I have called first thing in the morning of the 3rd to arrange the delivery asking when it would be possible. Your colleague told me that the items were in stock so could be shipped the following day. I said that i was out of the country, but the builder would be at the property, but just in case asked for delivery on the 10th (the day i was coming back). I was assured there would be no problem).

- On the 9th I got a phone call from the delivery people saying that they can't access the property as the road is too narrow. I said I was out of the country and on the ski lift, so could not call the workmen, to come and collect it. To which the answer was "ok, don't worry, we will figure it out". There were no further calls so I assumed everything went well.

Here I need to add that the road leading to the property is not too narrow and has been accessed by massive IKEA trucks and other delivery trucks. I have spoken to the porters and they said that in the last 10 years t

- The plumber was arranged for the 10th and when he came in, there was no sink. As they were not able to call me because i was on the plane, an afternoon of plumber's work was wasted. Upon my return I asked him to come in on the 11th and as it was too late to contact you I thought I would arrange it in the morning.

- On the morning of the 11th I have spent over an hour getting in touch with you and the delivery people to find out what the problem was and to rearrange the delivery. Apparently, this could not be done before Monday.



So the result was that through no fault of mine I am out of pocket for a day and a half of plumber's work, further expenses because of the shift in the schedule of works that need to be done and a postponed moving in date. All because of the wrong delivery date, a totally unacceptable reason for not delivering as well as no-one even bothering to contact me to say that the delivery did not happen and to offer an alternative.



To be honest, this situation is outrageous and has cost me a lot of time and money. Unfortunately, if I cancel the order, that money will not be regained and even more time will be wasted. I do strongly believe though, that I am entitled to at least a partial refund from your company for the inconveniences and the costs I have incurred.



Please let me know what you think.



Kind regards,



Evgeny



On Friday, 11 January 2019, 10:09:03 GMT, EStore | UK Bathroom Warehouse sales ukbathroomwarehouse wrote:





Good Morning,



Thank you for your call this morning. Please see below the local depot details:



ELB Partners

47 Weir Road

London

SW19 8UG



Tel.0208-9472121



Please quote UK79361 when collecting.



If you have any further questions please feel free to contact me on the details below.

Regards,



xxxx xxxxxx

Sales Executive | E-Commerce Department

Unit 1 Beadle Trading Est.

Hithercroft Road

Wallingford, OX10 9EZ

T: 020 8090 3449

E: sales ukbathroomwarehouse



Please note: Our operating hours are Monday – Friday 08.30am – 18:00pm



Showrooms:

Wallingford: 01491 832321 | Oxford: 01865 778399 | Newbury: 01635 35860

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