Omnitub Reviews 416

Reply from Omnitub

Dec 15, 2023

This is just so incredibly harsh for a 1 star it's really hurtful. Yes, a request for a change of delivery was made after hours on a Friday and yes this was missed for follow up from our side... On the busiest weekend of the entire year for orders and business. And yes. Whilst this was not updated on your order it was shipped to the address which was entered..... By yourself. On the checkout. You ordered the panel only and selected the incorrect address. It's not as if I made up a shipping address and shipped it randomly. It was to the address on your order. Just not the one which you requested post purchase. When you called to discuss this once it was delivered it was just after my sons nativity which I took the call and apologised and simply asked if you could collect it from your originally selected shipping address. I am still unsure why a pallet was accepted at the incorrect delivery address. This would have been far easier to adjust if it were still with the courier. I explained over the phone it's difficult at this moment to organsie this due to the time of day and the fact that I am at the nativity play. For clarification, it's a solo panel which was ordered. It's not the biggest item and one which generally could fit into a reasonably sized vehicle. We didn't conclude a following action it was simply left as a figure out how to move the item from the location of delivery to the location of preferred delivery. I am sorry for the miss on the email. I did apologise over the phone. I think leaving a one star for this is bang out of order. I think others will too.

Reply from Omnitub

Oct 26, 2023

Thank you for taking the time to leave this review and share your experience in International Shipping (USA).

Whilst I understand the lack or forthcoming from our side was frustrating for you. It is very common for overseas customers to organise their own shipping. Some collect and move around that way and others have their own collections as they're collecting multiple items and doing one run that way. It really does vary.

In terms of the shipping price, it's a price for US orders to be cleared from the UK and shipped to the customs location in the US. All items need to go through import processing and state tax processing (No Tax is paid to us for US orders). So this is where additional costs come into play. Local State Tax varies per state and import costs vary depending on the state.

We do experience delays in relasing some orders to the US for a couple of reasons. The first is that the orders need to be crated with no wood. This is a US request. It must be treaded wood. It takes more time to make the pillars and if we have a high number of other US orders going through there may be a delay with this. There can also be a delay in ensuring the paperwork is correct and that everything is checked and approved prior to collecting. We did also get let down with a couple of collections dates which held it back a little.

In regards to not caring. That's a low and unnessasry blow. It's not the case at all. But when you're repeatidly arguing with me on email in that I (Omnitub Ltd) should pay for your import fees even though the price you paid was for export fees and shipping then yeah.... I'm not going to be your punching bag because you're annoyed over $161 import fee into your State.

I would also like to quote the following two sections from our shipping page on our website;

"3. USA, Canada, Australia and Other Non-road Network Countries
For countries where road network delivery is not feasible, such as the USA, Canada, Australia, and others, the shipping costs for single items typically range between £750 and £2000. This variability is due to factors such as the final destination and the type of freight used.

3.1 Air Freight
In most cases, Air Freight is used for these deliveries. Please note that the prices given include the transportation of the goods only, and any additional customs charges, taxes, or duties are not included."

This is on our site and on the checkout when you see the shipping tab.

It's a large volume item, taking up a large amount of space on an aircraft and travelling a long distance. The price estimate given on the site was within what you paid.

It's not hidden on our site.

I hope that regardless of some of the delays in shipping and in processing with taxes that you enjoy your Omnitub.

Reply from Omnitub

Oct 26, 2023

Thank you so much for your wonderful review! We are thrilled to hear that your experience with our team at Omnitub Deep Soaking Baths was both helpful and informative. It's important to us that we maintain a human touch in all our interactions, and your feedback is a delightful affirmation of our efforts.

Hearing that you find your new bath amazing is the cherry on top! Our goal is always to provide not just a product, but an experience that enhances comfort and relaxation in your home. We're glad we could be a part of creating that special space for you.

Your satisfaction is our greatest motivation, and while we understand our products are often a once-in-a-lifetime purchase, we hope you'll think of us fondly each time you indulge in a relaxing soak. If you have any further feedback, stories of your bath, or if there's anything else we can assist you with in the future, please don't hesitate to reach out.

Warm regards,

The Omnitub Deep Soaking Baths Team

Reply from Omnitub

Oct 26, 2023

Thank you for taking a moment to share your positive experience with our customer service team at Omnitub Deep Soaking Baths. We are thrilled to hear that you had a great experience with us.

Our team takes great pride in providing friendly and efficient service, and your recognition is truly appreciated. It's heartening to know that our efforts have made a difference in your experience with our handmade deep soaking tubs.

Thank you again for choosing Omnitub, and we wish you many serene and delightful baths.

Warm regards,

The Omnitub Deep Soaking Baths Team

Reply from Omnitub

Oct 26, 2023

We're absolutely delighted to receive your glowing review and to learn that you've chosen Omnitub Deep Soaking Baths for not just one, but three different homes! Your continued trust in our products and service is the highest compliment we could hope for.

It's always our goal to provide great service and to ensure each bath we craft is nothing short of amazing. Knowing that you've experienced this consistently over your purchases and felt compelled to highly recommend us is truly heartening.

While we understand that our baths are usually a once-in-a-lifetime addition, your unique circumstance of bringing Omnitub into multiple homes is a story we're particularly proud of. It's wonderful to think of our tubs being a cherished part of your living spaces over the years.

We're sorry to hear you had to leave your previous Omnitub baths behind, but we hope each new one brings its own unique sense of comfort and luxury to your current abode.

Thank you once again for your high recommendation and for being a loyal customer. Although we know you might not be in the market for another tub anytime soon, we're always here if you need any assistance or just want to share more about your Omnitub experiences.

Warmest regards,

The Omnitub Deep Soaking Baths Team

Reply from Omnitub

Oct 26, 2023

Thank you for your kind and understanding review! We’re thrilled to hear that you had a positive experience with the communication from our team at Omnitub Deep Soaking Baths.

We sincerely apologise for any inconvenience caused by the slight delay in your order. We always aim to deliver our handmade baths promptly, but occasionally, unexpected factors can affect our timelines. Your patience and graciousness in this matter are greatly appreciated.

It’s heartening to know that despite this, your overall experience with us was a positive one. Our team is dedicated to ensuring that every aspect of your journey with us – from communication to the final product – meets your expectations.

Should you have any further feedback, questions, or just wish to share more about your experience with your new deep soaking bath, please don’t hesitate to reach out. We’re here to ensure your complete satisfaction.

Thank you again for choosing Omnitub, and we hope you enjoy many relaxing and luxurious moments in your new bath.

Warm regards,

The Omnitub Deep Soaking Baths Team