Hudson Reed USA

Fast delivery, but meaningless responce to quality problem.

The company started with 5 stars. It responded quickly to a question concerning the exposed shower system and delivery was exceptionally fast. I had a problem with a faulty component and after trying to get results via email, I wrote my first review. Within 3 hours, I received a phone call. I was impressed. The representative was apologetic and assured me that the corrective part would be sent out the following work day. Nothing arrived. A couple of weeks later a company rep responded on the Trustpilot site. Again I was assured that the component would be arriving shortly. He also implied that he would like to discuss my issue. They have my phone #. Wouldn't you think that they would take the initiative and call me, rather than expect me to trace them down via expensive long distance calls. Anyway, it's been going on three months!! No part ever arrived. I've completed the project and have given Hudson Reed 2 stars only because the product looks and performs great. My solution to my problem was to hacksaw the defective machine screw, replace it with new from the local hardware store and GLUE the decorative cover on with silicone. $400 plus and all I got for post delivery service was hot air.

10 July 2012

Reply from usa.hudsonreed.com

Hi, Thanks for your review. As per our recent conversation we have ordered the new components for you and you should expect to receive these very shortly. HudsonReed respond to all emails within 24 hours when the offices are open and we are continuously adding extra contact options; such as our live chat feature located via our home page. Also, we have an NY logistics center that can expedite spare components on an overnight service if necessary. I would like to have a chat with you at some point in regards to your emails not being answered and perhaps attempt to locate you correspondence. In the mean time; please feel free to contact me directly if you require. Kind regards, Aaron - The HudsonReed Team