Shower Enclosures UK レビュー 

Shower Enclosures UK からの回答

2022年3月15日

Dear Mr Tonkin,

I’m genuinely sorry and concerned that your order has not arrived in a reasonable timescale.

Your order was for stock items from our clearance section. These were booked in for shipping following your order on the 18th and were collected by our chosen logistics company, Nelsons Transport part of the Pallet Track network, on the 21st February. I have asked that a copy of this booking and collection be emailed to you today.

After speaking with you our sales advisors did chase the transport company to find out why your goods had not been delivered. Their response was that several delivery attempts had been made. We have to take this information in good faith but asked that they would contact you again to get make the delivery. The goods are currently sat in a depo close to your location.

Once again, this morning we have instructed the delivering company to contact you directly to explain the delay and to organise delivery should you still require the goods. If you don’t then please advise them of that and we will process a full refund once returned to ourselves.

I’m hoping this situation will be resolved to your satisfaction and once again apologise that the goods have not been delivered in a reasonable timescale.

Given the above information and providing we take the actions detailed I invite your response on Trustpilot and hope you could see your way to adjusting your review. As a company we acknowledge the mistakes we make but this was genuinely beyond our control. Our industry is literally on its knees and negative reviews like this are extremely harmful to our business.

Kind Regards

Dean Bailey

Sales & Marketing Director

Shower Enclosures UK からの回答

2022年1月19日

Dear Chu Duc Kha,

I'm genuinely sorry that we were unable to fulfil your shower tray order. As you allude to there is a long lead time for this product detailed on the product page. You should have received a full refund as requested.

Unfortunately we are waiting weeks and months for some styles and shapes of shower trays due to a shortage in the UK of the resin chemicals that make up the trays. Manufacturers are choosing to make more high demand styles, I'm afraid the pentangle model you ordered is not one of those and the delivery date was pushed back on several occasions, beyond the lead time suggested. We can only apologies for this.

Furthermore, I'm sorry for the admittedly tardy communication. We're in one of the busiest periods of the year and despite genuinely not receiving your emails we should have responded to your recent phone request more quickly.

We are trying to keep everyone happy with supply in what are difficult trading conditions.

Kind Regards

Dean Bailey

Sales & Marketing Director

Shower Enclosures UK からの回答

2021年4月30日

Dear Mr Vekaria,

We're sorry that we were ultimately unable to supply your specific shower tray size. We advised you immediately at the time of order that there would be a delay.

In terms of the stock notification unfortunately our website can't differentiate between different sizes. Most are available but alas the size you ordered wasn't.

All our phone calls are recorded and you spoke to our advisors on two occasions.

The first time was to ask for an order update. We advised that we were waiting on the manufacturer to update us, then we could reliably advise you.

The second time requesting a refund, as is your right to do so. That was processed the same day. A chargeback wouldn't have been necessary or possible since the refund had already been processed.

Can I just point out that our website uses a code snippet supplied by Trustpilot. The star rating displayed reflects our account accurately.

Furthermore, just to add some background information. The global supply chain for goods in all niches has been disrupted due to the Pandemic, this will be an issue for months to come. Specifically for shower trays costs have increased by 20% and are set to double within the next 3 months. Getting hold of the resin component to make shower trays is problematic, hence stock is difficult to source and keep hold of in any great quantities.

Once again apologies we were unable to supply your goods but some of your comments are untrue and inflammatory.

Kind Regards

Dean Bailey

Sales & Marketing Director

Shower Enclosures UK からの回答

2021年3月15日

Dear Miss Gibbons,

We are truly sorry for the unexpected delay and subsequent cancellation of your order. Your goods were to be shipped directly from the manufacturer and the information passed from them regarding this was done so in good faith.

As you will appreciate all manufacturers and suppliers are struggling with stock and the huge increase in demand. Global logistics of bathroom hardware is some months behind from recovery following the Pandemic. As such unexpected delays are unfortunately inevitable with some orders for the foreseable.

We ask that all customers, as per our terms and conditions, wait until goods have arrived and been checked before arranging trades persons.

With respect to your refund this was processed the following working day from cancellation (01/03/21), 2 weeks ago. A customer service representative has forwarded you the proof of this today (15/03/21). Although the funds leave our account immediately they can take 3-5 working days to land in your account depending on your banking institution. We advise you check your statement thoroughly and give your card company a call if they are not present.

We are genuinely sorry for the delay that led to cancellation of your order but invite you to update your review in respect of the refund having been processed as this is inaccurate and potentially harmful to our business.

Kind Regards

Dean Bailey

Shower Enclosures UK からの回答

2021年2月9日

Dear Mr Moreland,

Please let us apologise for the no show of your delivery. We completely appreciate the frustration this will have caused you and your wife.

Of course, a full refund has been processed.

Larger versions of the item you ordered are delivered directly from the manufacturer. They have the expertise and experience to deliver large panels of glass.

This means we rely on their word to communicate delivery information to our customers. We passed on everything to you that was advised to ourselves. Going off the previous experiences with this supplier we had no reason to doubt that.

We have discovered that your item wasn’t out for delivery and was in fact out of stock. This is disappointing for us as well as you since we can’t afford to lose sales in what is a tough trading environment. We are a small business where negative reviews have a huge impact.

We are sorry the communication wasn’t accurate in this instance and accept responsibility for that.

Just generally we appreciate the patience many customers have exercised with delayed deliveries and out of stock items. As expressed within previous reviews the situation is unlikely to improve for some months.

Kind Regards

Dean Bailey

Sales & Marketing Director

Shower Enclosures UK からの回答

2021年1月5日

Dear Mrs Pratt,

Firstly let me apologise for the missing shower waste. A refund for which has been processed today, 5/1/21.

This order was shipped directly from the manufacturer. As with any large company processing 1000's of orders, occasionally parts of the order can get separated. We are very sorry that the waste didn't find it's way to you, despite us chasing this up several times with the logistics company.

We are though disappointed regarding your comments about the delivery time scale. At the time of order and to this day there are messages on the specific product page and across the website regarding increased time scales for delivery. At the time of order we also gave you the opportunity to cancel the order and kept in touch to advise of further delays.

Unfortunately the reality is that manufacturers are struggling to import their goods from foreign factories and thus retailers across the UK are struggling with stock. Furthermore, because of that we are operating with a minimum of staff on reduced hours, which we acknowledge has impacted communications. This situation is unlikely to change for months.

While we acknowledge we could have responded sooner about the missing waste we feel the 1 star rating is harsh given the environment many small businesses like ours are trading in. We invite you to reconsider your rating.

Kind Regards

Dean Bailey

Sales & Marketing Director

Shower Enclosures UK からの回答

2020年11月17日

Dear Mr Wroe,

Firstly, may we sincerely apologise for the delay in your order and accept that our communication to you could have been better.

We have added messaging to various pages across our website that customers should expect delays with their orders but appreciate you might not have seen those. The global supply chain for bathroom products like many other industries has suffered severe disruption. There is a lag with manufacturing and with distribution. This likely will not be resolved until at least the spring of 2021.

The bathroom mirror product you ordered is a popular item that currently we cannot reliably keep in stock or purchase in any great numbers. Your ordered was to be delivered direct from the manufacturer and our communications to you on dates for delivery were based on their advice, taken in good faith. Unfortunately, that supplier does not offer any kind of tracking that we can pass onto our customers as they use their own small transport team for delivery. We should have communicated this to you.

I understand the item was delivered on Sat 14th, nonetheless we are sorry you waited in on the 13th. Our reduced staff, on reduced hours are literally fire fighting to keep in touch with customers and chase suppliers in respect of stock.

Negative reviews severely impact our small business in a trading environment that is already challenging. We hope you are happy with your mirror and would appeal to you to revise your review rating.

Kind Regards

Dean Bailey

Sales & Marketing Director