I was massively impressed with the customer service offered through the excellent website. I used the online chat several times and the team answered my questions fully every time. A big tick! Unfortunately my experience was much less than satisfactory once the orders had been made.
Your website said that everything I ordered was in stock - I needed to know this because I had a very quick turnaround on a bathroom project. I received a confirmation email confirming this. It was only after I happened to phone up to ask for some details that I was told that the bath I ordered was not going to be available for some time - it was out of stock. If I had not phoned - I would not have been informed. Annoying - I cancelled the bath (ordered from elsewhere in the end) but kept other elements of my order. I was then later emailed to say that the shower riser and tap was out of stock and would not be in for another week or so. A pain, but OK as long as it arrived in the time I was told it would. Subsequently I have received and email to say it will now be much later than initially specified. This is a real problem. I have tilers etc all lined up an waiting to go (yes I know the recommendation is to not do it this way around but one has to sometimes).
Major groan I know but really it's about communication and also stock control. Don't advertise something as being available if it is not - simple.
If you could sort these issues out you would have a brilliant service.
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