Maureen Smithson´s profile

Reviews (1)

Bella Bathrooms

Customer Service REVAMP 2012!!!!

The Customer (you) are working for Bella Bathrooms, they lack tremendously in customer service, in letting the customer know anything about their order! If you don't chase and querie the nature of your goods, then you would still be waiting for them! No one follows through from start to finish, especially when you have already paid, they are sadly not in touch with reality!!

24 October 2012

Reply from Bella Bathrooms

Dear Mrs Smithson,

Sorry to read about your review above, especially after the feedback you originally gave us regarding our first class product and service.

It was only yesterday that when reading all our recent customer feedback that I came across this email from yourself;-

Good Afternoon Bella Bathrooms/Sales Dept, I had to send this email, to congratulate you on the first class delivery service that we received!! and not forgetting the high quality of your products, they are absolutely FABULOUS!!!! I am very, very impressed indeed all that remains to complete this fitting is my Electric Shower, which I believe we will receive on Monday 22/10/12. Yours sincerely, Maureen Smithson

Therefore when we have gone from "first class delivery service" to "customer service revamp 2012!!!!’" in less than 24 hours I thought it best to investigate and feedback my findings

It appears that when you originally placed your order, one of the items (an electric shower) was out of stock and we offered you a free of charge upgrade, to which you refused. We notified you that the product was going to be out of stock until Friday 19th October and we also explained that you would receive an automated email when the item had been dispatched so that you could track delivery.
However due to the stock only arriving to us late on the Friday evening, by which time all the transport vehicles had left the item could not be dispatched until the Monday.
I believe this is where the communication has broken down and the reason for you changing from a very positive review to the above.
I have therefore made the customer services team aware that on the rare occasion that this happens, a phone call to the customer to notify them that the item has not been despatched is better than expecting the customer to realise that no automated email means that it wasn't dispatched.

I'm sorry that your great experience of dealing with Bella Bathrooms Ltd has somewhat been tarnished, but I do not expect a repeat of this in future.

Kind Regards
Bella bathrooms Ltd

Maureen Smithson´s profile

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Maureen Smithson
Reviewer
United Kingdom

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