Chelsea M.

Very poor aftercare.

The first thing that appealed to me about this company was the delivery timelines. 10 days maximum it stated, so I booked fitters in for 2 weeks time.

They swiftly emailed stating that some of the items wouldn't be available for 2-3 weeks, so I had to renogotiate with the fitters (not easy when they have such a queue of work currently).

Fitters have started and some of the items were still due for delivery, some they were still unable to provide me with an exact delivery date.

I have numerous emails telling me the "wall mounted toilet" I had ordered was on its way (I hadn't ordered wall mounted). Each one I replied to and at first was given a rather shirty reply stating that is what I had ordered. I had to screenshot my receipt to show that was not the case.

When the toilet arrived, box was not damaged in the slightest (they ask you to check state of boxes on delivery). I open in anticipation of seeing a wall mounted toilet. Thankfully it was the toilet I had ordered, however it had a huge crack right through it.

I emailed the company. Their returns policy is for you to arrange pallet collection of the broken item, and they will not issue delivery of the new one until the broken item is received in the warehouse. This took 18 DAYS! I have now had to stall the fitters at additional expense (they've already ripped out the old bathroom at this point), and we can't get fit in until another 6-8 weeks. Great.

Finally, 6 weeks later we are installing the bathroom, when I open the toilet seat (from its pristine box) and find a huge crack in that too. This was delivered on the same pallet as the toilet.

The company declined to replace this due to the length of time since delivery, even though the pallet had clearly been bashed about during delivery. Plus, the very reason it's been so long since delivery is due to their prior failings.
I have called to discuss this with them and they were, quite frankly, rude.

I won't be using their services again. The stress it's caused and being without a bathroom for 8 weeks is just not worth it.