If only I'd read the negative reviews before making a purchase. My water feature did not work as advertised when I received it so I made several calls to customer care. On speaking to a "Jacqueline" I was told that the feature did work and that myself and my husband were wrong. Thinking this must be the case - and overlooking the abrupt Northern manner, as I am married to a Northerner myself - I paid out for a handy man to come and look at it. The handyman agreed, that no, the water feature was no way going to work in the way it was advertised as working. Back to Jacqueline I go and ask her to speak to the handyman. I hear her on the 'phone speaking over him, telling him he's not listening and that he's confused. She then realises that no, in fact SHE was in the wrong as we had been sent the wrong equipment that went with the feature. She told my handyman that I would be send the required replacement parts.
Well, after about 30 seconds of processing just how rudely myself and the handyman had been spoken to I called back to ask to speak to someone more senior, but was told she was the only person there and the person who was meant to be there was off ill. I tell her I wish to make a complaint and she advises me to send it in an email.
I do so...and am ignored until EVENTUALLY Alison Brennan gets back to me to say that I may either return the item or they will send a replacement part. But wait, what's this? No apology for the way I have been treated? No. None whatsoever. Meanwhile I return the item, along with another letter of complaint and the invoice for the postage that I had to pay. Surely a company with good customer care would reimburse the £11.38 as a gesture of goodwill after I was spoken to so appallingly? Wrong again! They continue to ignore me.
I then make contact AGAIN and have an email from Alison, addressing me incorrectly in the email, neither acknowledging nor responding to my initial complaint against the appalling customer care. I ask for the MD's contact details and guess what? Yes, again I am ignored! It's just good luck that I know how to use LinkedIn and know how to find the contact details for Paul Windas - MD of this appalling company and all umbrella affiliates.
In the interim I also make a posting to their Face book site, which is immediately taken down and I am blocked. Why so scared of honest feedback? Clearly the company policy here is that the customer should be ignored and has no right to reply.
I urge you do not use this company. Please don't make the same mistake that I did (not the mention that the item started to rust after one day and we hadn't even had any rain!) On what planet can this company not see that if only they had agreed to refund my £11.38 I would have chalked it up to bad experience and I may have in fact made future purchases with them.
I cannot stress how awfully I have been treated, not least being ignored. Substandard products I can (very occasional) cope with, but rudeness and abuse? No customer should EVER be treated the way I have been. Hopefully people may read this and avoid as this company like to paint the picture of being caring, helpful and considerate which is the polar opposite of the truth. Don't make the same mistake I did in paying for the privilege of being spoken to in such an abhorrent manner. Absolutely disgusting.
AVOID. AVOID. AVOID. AVOID. AVOID. AVOID.
We were bought a fountain as a moving in present, on connecting it up the fountain leaked internally - phoned up and told to return it - this was done at OUR expense (told we would get this back if a fault with the product - we are STILL out of pocket for this:-( ).Then sent back to us STILL leaking, we were told they had tested it and found no leak, think they must have tested it by just filling it and not running it which we had told them was when it leaked. Sent a replacement fountain which leaked worse than the first! At this point we were told it was the last in stock, money was at least refunded, but we have no fountain and are still out of pocket for returning it.
I ordered a water feature from another company which failed to materialize. So, having received a refund, I contacted waterfeatures2go and ordered the exact same feature and best of all, it was cheaper than the previous company. I was more than impressed with the quality of service. Thanks waterfeatures2go!
To reply as a company, please sign up here.