Excellent product selection and terrific service. Unfortunately I needed to return an item that was unsuitable in the end. The company immediately arranged for free next-day collection and promptly processed a refund with no hassle! Would definitely recommend.
I ordered a shower tray which was advertised to ship in 2-3 days but took 2 weeks to arrive. On contacting, they said email notification was sent alerting of the delay but no mail was received (not in spam box, nowhere to be found). The day of delivery the driver stayed parked at the end of the road for an hour, as he could not find the address which is very simple to find (a house on a major road, all well-marked in east London and easily accessible for a large lorry - I've had cranes out there and very large pallets delivered often). I took calls from the company to negotiate with the driver throughout the hour, while I stood outside waiting. Now and then drivers get confused - ok I can let that slide.
The worst problem came when I filed a return request through the website as the shower tray was unsuitable (better pictures on the website along with tech docs would have been of help here). First there was a glitch with the website functions, then I received a receipt that I would be contacted with return details within 48hrs. That never happened. Yes I could have chased it up by phone but am overwhelmed with full-time work while also managing a major refurbishment, and need to prioritise. H-I-E needs to improve technical functions on their website, and follow-up service which is advertised to be simple but is non-existent (when dealing online at very least).
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