Worst experience I've had with a…
Worst experience I've had with a supplier — avoid them even if it means saving a hundred pounds, especially if customer service matters to you.
My trust in this company has been completely lost. I placed an order on Monday for tiles and a full set of toilet items, with delivery committed for Wednesday. I arranged my builder around that date. The delivery didn't show up. Delays happen, but instead of honesty I was given excuses that frankly insulted my intelligence. I was promised callbacks four or five times and never received one. The owner's daughter happened to take my call on Thursday evening, apologised, and promised to call back Friday at 8am — no call came until 11am.
When the order finally arrived, it included the wrong cabinet box and was missing three items. The wrong item was replaced quickly, since it had apparently been meant for another customer, but the missing items still haven't turned up. I had to go back to the shop again this morning, since they never proactively call with updates — there's a real lack of accountability toward customers. I was told they were "checking with the driver" since the items might be lost in the van, and that the van was currently full. These were three small items worth under £30 combined — there was no reason they couldn't simply replace them on the spot and sort it out with the driver afterward.
I was also given the wrong item for a basin. When I asked about it, I was told they'd contacted the supplier "the day before yesterday" — except that day was a Sunday, when the shop is closed. When I pointed this out, the story changed to "Friday" — but the shop is open on Saturdays too, so that didn't add up either. It felt like being lied to outright. I'd have far preferred honest communication over excuses that don't hold up to basic scrutiny.
I'd been planning to buy an LED mirror from them as well, but I've decided against doing any further business here. I'd rather pay £100 more elsewhere than deal with a company that isn't straight with its customers.
I'd urge the owner, Raj, to take a serious look at how his shop handles customer service.
That said, one staff member who helped us choose the basin and cabinets deserves real credit — he was genuinely invested and helpful. Unfortunately, that good experience was undone entirely by the dishonesty in their after-sales service.