“Absolutely awful service. Will never use again.
I ordered a shower and cancelled it a few hours later, never taking delivery of it. I am still waiting for my refund 5 weeks later.
I have been sent around the houses chasing the refund, first it had to be approved, then processed, then authorised. It was 2-3 working days away, then 4-5 working days, then a director had to sign it off which takes 5-7 working days.
5 weeks later and I am still having to chase this every day, only for it to move onto another stage of the process. I look forward to what they will come up with tomorrow, maybe the CEO needs to personally sign off on it or the intern needs to be sent to the bank.
But having to wait over 5 weeks for a refund on a product you never took delivery of it astounding. I have recently moved houses and have ordered, received, returned and got refunds back from other places in the time it has taken to get my refund from here.
Awful customer service. Avoid using.”
“Shocking aftercare communication, or lack of. I ordered the wrong item, entirely my fault but as a regular online shopper returns should be pretty straight forward but not so! The return request was processed quickly, and the items were collected but 3 weeks later and numerous attempts to contact them I am yet to even receive a confirmation of return never mind my actual refund. It seems from reading the reviews on Trustpilot that the company's policy is to ignore you and hope you go through your credit card company to try to recover your money. Feel like I've been completely conned and can't believe they are still trading with such terrible service. Looking at the reviews on here it seems only customers likely to give a glowing review get a link to here, I had to reach out for a link. Please don’t give them your money in case anything goes wrong!”
“Extremely poor customer service. I ordered an item and agreed a delivery date, only to be advised after the delivery window of a vague technical issue that meant the item couldn't be delivered. Instead of rearranging delivery for the following day, I was advised the order would be delivered 5 days later.
I made several attempts to contact the company via their chat function which is not operational, then through the contact form on their website.
I expressly asked them to deliver the item within 3 days of the initial failed delivery or to cancel the order and refund me, however I received no response.
Despite further calls (which included waiting over half an hour in a queue) I could not speak to anyone.
The item finally arrived but the poor customer service and complete lack of responsiveness means I'll never consider purchasing from them again.”
“I ordered a bathroom sink cabinet and to be fair, it was delivered on time with no problems. However I then found that the drawer handle was missing. I have since contacted the company numerous times but still not sorted. Trying to get someone on the telephone is impossible. Every time I’ve used the online chat I’ve been told that the problem will get sorted, but of course it never has been. This is 10 months now.”
“Ordered a shower enclosure on the 9/11/21 to be delivered on the 1/12/21.
Delivery arrived but it was not the enclosure I ordered. I did not accept the delivery and it went back to the warehouse.
On the chat was told that someone would contact me about delivering the right enclosure. Nobody from the company made any contact.
Was fearing that my builder would not finish the job as the enclosure was still not delivered.
Filled out cancellation of order form. No contact from the company. Also asked for confirmation that the enclosure made it back to the warehouse, no reply received.
Had to chase on the chat to get written confirmation that the enclosure was returned. On the 8/12/21 asked to get a refund over chat. Request was accepted.
15/12/21 get and email saying that cancellation request was approved, and the 14 day clock for a refund starts as of the email. No, the clock started on the 8/12/21 when it was requested. The email asked for patience due to staff working from home. Working from home is no excuse for poor productivity.
It's the 11/1/22 and I still have not be issued a refund. Had to pay the credit card bill for over £500 for an item I never received.
Overall, I would not recommend this company. If the order goes well, fine. If it does not, expect the worst. Have to start Section 75 charge back process as I don't think I will ever be issued the refund. It has now been 6 weeks.
Read other popular review sites to get a true picture of how this company does business. I had to request to do a review with this website by proving my purchase as it seems those who review have been selected.”
“THINK TWICE!!! I ordered the radiator at begining of November. They changed the delivery date twice. In these emails there was a mismatch on the date of the servers updates in the warehouse. I canceled the order because i didn't want to wait that long for my radiator (winter time) and their emails didn't look legit due to mistake in dates. They have sent me an email so they acknowledged my cancelation and my refund should be with me in 14 days or bit longer. It's now a month. They haven't replied to my emails. I'm not going to ring them as i don't want to loose my precious time waiting 4 hrs (as some people - based on reviews) on the phone.
I have seen many bad reviews about them. Not only me waiting for refund. One guy still waiting after 5 months (based on his review). Their page on a different website with reviews has been removed. As far as i remember the bad reviews reached 19% before page was removed. Someone has reported them i think.
This situation is very stresful for me but the battle is not finished yet.
It's shame that i have to give one star. It should be -1. You might be lucky if you get your order. "Reviews.io" team has my evidence so this is based on truth.
REMEMBER: YOU HAVE BEEN WARNED!!!
UPDATE: i was hopeless recently, but i found some info about debit card charge back so called my bank’s “debit card disputes” team on Monday 24/01. They have accepted the case. All evidence sent to the bank for investigation on the same day. On 27/01 money back on my account 😀. Do not hesitate to contact your bank!!! They may help. Good luck!!!”
“Truly Awful Experience.
Do your research on this company before ordering anything. Between order and refund took 5 months. I was given 4 delivery dates (never arrived) and made well over 20 calls (on hold between 15 and 55 mins each time). From asking for a refund to getting the money back took 5 weeks and several long calls. Many people having similar experiences. Avoid the stress and buy elsewhere.”
