We placed our order with BoD for Multipanel wall panels. BoD placed the order with Multipanel who delivered direct. The panels arrived whilst we were out, the Multipanel delivery agent didn't wait to hear from us and left them leaning against the garage in the rain, so they were unsupported along the main body of the boards. This meant the boards flexed in the middle and got wet, so by the time it came to fit they were all warped out of shape. This meant I had paid for the time for trades to be on site to fit these panels which they were unable to do, that I potentially had a four figure sum of panels wrecked which I now needed to claim for, that I would have to fight to get availability for trades to come back out and that most importantly, my two young children still didn't have a bath. Having not had a bathroom since the start of March with the whole house under renovation, this was a bit of a nightmare, and added to the already significant stress we were experiencing over the house and the lack of availability of trades after the lockdown. I phoned BoD yesterday at 1320hrs (30th October 2020) and reached Hannah, who I can safely say has delivered the single best customer service experience of my life, which is not a comment I make lightly. Having explained the situation to Hannah, she was reassuring, supportive and incredibly proactive. I received two follow-up phonecalls from her that day, clarifying the progress of the issue and getting some more information from me (Luckily I had taken pictures of how they were left on delivery, the voicemail from the agent saying he'd leave them against the garage and I'd phoned MP as per their instructions on the delivery sheet to flag the issue of how the panels had been left outside). Today, the 31st at 1050hrs I received a call from her to let me know a replacement order of panels would be with me on Monday, less than 24hrs after raising the complaint with BoD. Because of her swift action in gaining a resolution, I was able to speak to the trades I had used and they are able to come back out to carry on the job. This is a master-class demonstration of customer service and after-sale care, and Hannah's diligence and commitment to customer care is precisely the sort of foundation a company needs to ensure a strong reputation and repeat business. By the end of today, because we all like a story with a happy ending, all our friends and colleagues will have heard about this 'drama' and how BoD and Hannah resolved the issue. As far as I'm concerned, for the rest of the significant amount of work we have to do, all our purchases will be with BoD based solely on Hannah's support throughout. It's one thing less to worry about knowing that our purchases can be made with confidence. Well done.
6 months ago
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