TANYA L.

The worst website I've ever dealt with, and am still communicating with, is Plumbworld. I purchased a Bristan Java Kitchen Tap from them in February for the sum of £68.60. The plumber fitted the tap, but it was faulty. It dripped constantly and leaked water from the parts where the spout swivelled. To stop the water spreading over the kitchen countertop I had to wrap a tea towel around the base of the tap and replace this throughout the day and night. The plumber returned and said it was a faulty tap, so I called Plumbworld and they recommended sending me a replacement. The second tap arrived and exactly the same fault presented itself. When the plumber visited my apartment on the fourth occasion, he called Bristain and confirmed that it must be a fault with the cartridge, and they agreed to send a replacement. The plumber returned again and fitted the cartridge. The tap leaked for a couple of days and then stopped.

I communicated the escapade to Plumbworld and asked for a refund for the tap due to the stress, inconvenience and because I had to pay the plumber for 5 visits. I was shocked when the reply came back: "I am so sorry, but we wouldn't be able to issue a refund for the tap and we do not offer any compensation towards plumber's costs." Further emails said I" am the manager here and deal with customer complaints. I am ever so sorry you have had these issues, but the warranty covers the product only and not any installation costs." I was very surprised when the Customer Support lady said, I am so sorry, but you advised that Bristan supplied you with the spare part, was this not free of charge?"

I expected Plumbworld to refund the £68.60 because it was the right thing to do. Anyone can say it is their policy not to do something but in reality, of course they can refund the money. As you can imagine I am very disappointed with this company. If it was my business, I would have returned the money immediately or offered a voucher to redeem at a later date. Needless to say, that I will never shop on the Plumbworld that is the key lesson learnt. It has made me wary of buying products which are faulty. I would probably return the item and get my money back rather than a replacement. I wonder if the tap was a problem batch. If I had bought a completely different make and model, I wouldn't be forking out five fees for the plumber.

THE LATEST UPDATE FROM THIS WEBSITE: I do understand your frustrations and I am so sorry for the issues you have had. As a gesture of goodwill, I can process a refund for the tap, will this be ok?

SO AFTER MANY EMAILS THEY FINALLY DID THE RIGHT THING