Beautiful Product; [Disappointing] Improved Delivery, Unexpected Customer Service
My original review is below. After posting it, I was contacted by H-R who wanted to proactively replace my order - Free Of Charge! The replacement was shipped with much better packaging, like foam bumpers on the corners. This was an unexpected level of customer dedication. Sure, they got a better review (from a 4 to a 5), but I still got the better deal. ;-)
[original: ] I'd ordered a hydronic towel warmer. It's beautiful and I can't wait for it to be installed. The order itself was painless and the delivery (international to the US) was incredibly quick. However, the packaging was never meant for shipping. All that beautiful chrome was shipped transatlantically in a simple cardboard box with out any cushion. By the time it had arrived the end pipes, now nicked and scratched, were poking through the box and the side was torn where the plastic strapping keeping the box closed had cut into it. Ultimately, the damage looks minimal enough that it doesn't warrant re-shipping expenses, but hopefully the plumber doesn't discover otherwise.
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