I would encourage everyone to give this company a VERY wide berth!! I cannot stress enough how bad the "customer service" is. To give a detailed backstory, during the recent fitting of a bathroom we decided, albeit late in the day, that a vanity unit would look nice. We found a vanity unit and phoned several suppliers to see if it could be delivered whilst we had the plumbers in. None of the websites I approached could supply before today so I kept on looking - ironically had I gone for the cheaper companies I would have been better off as I am still awaiting my order from Bella Bathrooms! Then (and unfortunately!!!!) I came across the Bella Bathrooms website! Whilst they were far from the cheapest, I phoned through and was told that they would have the order with me by "Friday at the latest" and to place the order through their site as they get the web orders through quicker. Two days later and Friday morning came and we had heard nothing! So I emailed the incompetent "customer services" at Bella bathrooms to find out what was going on. Although they say they will respond with 4 business hours, I heard nothing!!! Friday came and went and we had to let the plumbers go. Several further emails were sent to Bella Bathrooms who chose to ignore these (later giving the excuse they came through as spam but highly unlikely as I placed my order using the same email address to which they replied with the details of the order!!!). Fast forward to today when, after having no luck with the emails, I phoned the "customer service" number. Little did I know, this was where my day was going to take a turn for the worst. The girl on the phone told me the couriers should have called me to organise delivery. I told her that they hadn't and that was why I emailed her on Friday that Bella Bathrooms hadn't replied. She said that they didn't reply to my email as they had "just assumed it would be delivered". After a frustrating exchange, and complete with a very patronising and "I can't be bothered" tone from the customer service agent, she finally said that she'd call the courier to find out what was going on. When she called back she informed me that the courier service should have called me on Friday but forgot. I asked where that left me now and she said that they would call me to arrange re-delivery but she had no idea when I could expect the unit. Frustrated, I said Ok but asked if there was going to be compensation for the monetary implications I had been left with by not having the item when promised and having to let the plumbers go. She said that was not their fault and all she could say was "I'm sorry". I asked why none of my emails where answered and could I speak with her Manager as wasn't down to her to deal my frustrations. This is where it went from inept to downright disgraceful. I can only assume the girl thought she'd placed the call on hold or had sufficiently cupped the handset as I had to listen to her describe my conversation with her to her "manager" in such a unsympathetic and what can only be described as a "I really can't be bothered with this guy" attitude. She then handed me over to someone who I can only describe as the most obnoxious "manager" I have had the misfortune to deal with. Her tone, right from the start was one of "what do you want me to do about it?!?!" and she finally said "...shall I just cancel the order then" to which I replied "yes". Then she informed me that I had to pay £70 to cover the courier cost. By this point in the conversation I'll admit I was getting rather annoyed by what I was being told and questioned that she expected me to pay £70 for them not delivering when promised and not replying to my emails for updates, to which she replied "yes". At that point I did snap and said "this has got to be a f***ing joke". Whilst I didn't swear AT her and referred only to the situation, I'm the first to admit that I should not have sworn which is completely out of character. Up until the final frustration I had remained relatively calm understanding that it was not the fault of the telephone agent. The manager promptly hung up on me and left it there, not something I would expect from a "manager" considering the frustrating circumstances I had reiterated to her. To recap I was:
* Told I would receive the unit's by "friday at the latest".
* Left waiting for responses from my correspondence when the delivery didn't turn up.
* Informed me that the courier had forgotten to give me a call.
* Told me that the reason that the didn't reply on the Friday was because they'd "just assumed it would have been delivered" despite the email informing them I hadn't received the unit.
* Then the story changed to my emails "being caught up as spam.
* Told me the most they could do was say "sorry" despite the fact that I had to incur further costs to get the plumbers back at a later date.
AND then told if I wanted to cancel the order that had not been honoured or delivered I would have to pay £70. Needless to say, this coupled with the poor-manered customer services would test the patience of even a saint!!!
At this point, I have since spoken with another Customer service agent at Bella who was, to an extent, uncharacteristically helpful. He gave the couriers number for me(!!) to chase up and deal with the order directly. Needless to say, I will NEVER use this company EVER again. I can also assume that some PR person will reply to this comment and try and discredit anything I have said in the review (see their replies to other negative comments). However, everything I have written here is a frank and honest account of my dealings with Bella Bathrooms and I intend to take this matter further. At the end of the day, I can accept there being no compensation despite the multitude of errors regarding my order but if theres one thing that I really have little patience for is bad customer service - if you don't want to deal with customers, get a new job! Don't take a poor attitude out on us! Consumers need to take a stance once and for all to no-longer accept poor customer service. There are more outlets available than ever before on the web and now is the time to save your custom for the companies that do deserve your money. Thanks to things like Trust Pilot, we now have the opportunity to let others know before they buy, the level of customer service you can expect from our own experiences and I hope this manages to separate the wheat from the chaff and lacklustre companies get what they deserve.
I'll be honest, the price alone seemed too good to be true, so I was slightly anxious...
That anxiety was completely unnecessary!! Taunton Leisure was absolutely fantastic! Great communication, amazingly fast delivery AND unbeatable price - I cannot recommend highly enough!
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