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clayton Horsnell からの回答

2024年5月13日

Dear Krasimir

Thank you for bringing the issue with your water heater to our attention. We understand the urgency of the situation, especially with new tenants expected to move into your property soon, and we apologize for any inconvenience this has caused.

Following your initial report, we requested photographs to comply with the warranty procedures mandated by Gledhill, the manufacturer. This step is crucial for validating the claim and ensuring that any replacements or repairs adhere to their specified standards. We appreciate your quick response in providing these images, and we share your eagerness for a prompt resolution.

We are fully committed to adhering to Gledhill’s guidelines throughout this process, as the warranty for the cylinder is managed directly by them. This often requires a meticulous approach to ensure all criteria are met for a valid claim. We understand that this can be a source of frustration and we are here to facilitate this process as efficiently as possible.

Our team has been actively liaising with Gledhill to expedite the review of your case. We aim to ensure that all necessary steps are completed swiftly to either replace the faulty cylinder or repair the specific parts that have failed. Please rest assured, we are doing everything within our power to accelerate this process and will continue to advocate on your behalf for a fast resolution.
We have been in constant communication with Gledhill to expedite the review and resolution of your case. I am pleased to inform you that Gledhill has recognized the urgency of the situation and has dispatched the necessary replacement part with utmost priority. This action should ensure a swift resolution to the issue at hand.

Kind Regards
Customer Complaints

clayton Horsnell からの回答

2024年5月7日

Dear Ingrid,

Thank you for reaching out and expressing your concerns regarding the delay in receiving both your radiator and the subsequent refund. We sincerely apologize for the frustration and inconvenience this situation has caused you. It is never our intention to disappoint a customer, and we regret that your experience has not met the high standards we strive to uphold.

Upon review of your order, it appears that the initial delay in shipping your radiator was due to unforeseen supply chain issues, which unfortunately impacted our inventory. We understand that the communication regarding these delays was not handled as effectively as it should have been, and for that, we are truly sorry.

Regarding your refund, please be assured that it was processed promptly on our end once the request was made. However, it seems there might have been a delay in the transfer appearing in your account, which is often subject to processing times by financial institutions. We understand hearing repeated assurances without seeing results can be particularly frustrating, and we appreciate your patience as we work to resolve this.

We take your feedback seriously and are actively working to enhance our inventory management and customer communication processes to prevent such issues from reoccurring. Ensuring our customers have a smooth and satisfactory experience is paramount, and clearly, we have fallen short in this instance.

If the refund has not been reflected in your account by tomorrow, please do not hesitate to contact us directly on 0344 504 4499 or email us at sales@tradeplumbing.co.uk. Our customer service team is on standby and will ensure they provide you with the assistance needed to resolve this matter swiftly. We are more than willing to take additional steps if necessary to ensure your satisfaction.

We value your business and are committed to regaining your trust. Once again, we apologize for the difficulties you’ve encountered and thank you for your continued patience. We are dedicated to making this right and hope to have the opportunity to serve you better in the future.

Thank you for your understanding.

clayton Horsnell からの回答

2024年4月23日

Thank you for your positive review! We're thrilled to hear you found our payment easy to use and our products accessible. We appreciate your feedback and look forward to serving you again soon.

clayton Horsnell からの回答

2024年4月23日

Thank you for choosing Trade Plumbing for your radiator needs and for taking the time to share your experience with us. We're delighted to hear that James provided exceptional service, ensuring a smooth process for you from start to finish.

We understand that clear communication is key, especially when managing orders for properties not under your direct care. It's wonderful to know that James was able to keep you fully informed and that his efforts made your experience positive. This is exactly the type of service we strive to deliver to all our customers.

Your feedback is incredibly important to us as it not only reassures us of the value our team members bring but also affirms that our focus on customer satisfaction is on the right track. We are glad that James was able to address the initial hiccup swiftly and efficiently.

We look forward to the opportunity to serve you again and continue providing the level of service you now expect from Trade Plumbing. Please don’t hesitate to reach out to us for your future plumbing needs or for any additional support.

Thank you once again for your kind words and trust in our services

clayton Horsnell からの回答

2024年4月16日

Dear Jimmy

Thank you so much for your kind words and for taking the time to share your experience with Trade Plumbing. We're delighted to hear that you were satisfied with the way we communicated during the delay in your order. It's important to us that we keep our customers informed every step of the way.

We truly appreciate your recommendation and are thrilled to know that you plan to purchase from us again. Feedback like yours reaffirms our commitment to providing top-notch service.

Looking forward to serving you in the future, and we're here whenever you need us. Thanks again for choosing Trade Plumbing!

Best regards
Customer Service

clayton Horsnell からの回答

2024年4月16日

Dear Shane,

Thank you for reaching out and sharing your concerns regarding your recent order with us. We sincerely apologize for the delay and the lack of communication you have experienced. This is certainly not the level of service we aim to provide, and we understand your frustration.

We want to assure you that we take your feedback very seriously. Immediately upon receiving your complaint, one of our directors personally responded to ensure that your concerns are addressed swiftly. We are committed to resolving this matter as quickly as possible and are currently investigating why your order has not been communicated as expected.

Our team is also reviewing the availability of the products listed on our website to prevent such discrepancies in the future. We strive to ensure our inventory information is accurate and up-to-date to honor our commitment to our customers.

We are here to help and are dedicated to making this right for you. If there's anything more we can do to assist you during this process or if you require further updates, please do not hesitate to reach out directly. We value your business and are eager to restore your confidence in our services.

Once again, we apologize for the inconvenience this has caused. Thank you for your patience and understanding as we work to improve our processes and communication.

Kind Regards
Customer Service

clayton Horsnell からの回答

2024年4月16日

Dear Jason,

Thank you for taking the time to share your experience. We are pleased to hear that James provided you with the attentive and informed service you deserve. We truly appreciate your recognition of his efforts to manage your case personally and ensure a satisfactory resolution.

Your feedback is invaluable in helping us maintain and enhance our service standards. It's great to know that we've restored your faith in our company, and we are reminded of the importance of consistent and proactive communication.

We are committed to ensuring that all future interactions meet this standard of service, and we look forward to the opportunity to serve you again.

Thank you once again for your positive comments and continued trust in us. Please don’t hesitate to reach out for any further assistance.

Kind Regards
Customer Service

clayton Horsnell からの回答

2024年4月11日

Dear Beth

We're truly thankful for the chance to have served you and are genuinely pleased to hear about your positive experience with us. At Trade Plumbing our aim is always to offer in-depth knowledge about our products and tailor our service to each customer’s needs. Learning that we've significantly impacted your experience affirms our dedication to this goal.

Ensuring your satisfaction is what we strive for, and it’s encouraging to hear that our guidance and assistance met your expectations. James alongside our entire team, is committed to providing the support and expertise necessary to make every customer feel confident and informed about their choices.

It’s great to know you’d consider our services for future needs and are willing to recommend us. Such feedback is incredibly meaningful and pushes us to uphold and surpass the high standards we’ve set for interacting with our customers.

Please remember, we’re always here to help with any additional information you need, to answer any questions, or to assist with upcoming projects. We deeply value your trust in our company and eagerly anticipate the chance to support you again.

Thank you for your thoughtful feedback and for choosing Trade Plumbing We’re dedicated to continually earning your trust and recommendations through our outstanding service and knowledge.

Best regards,
James Waters
Operations Director

clayton Horsnell からの回答

2024年4月9日

Dear Denise

We're truly grateful for your positive feedback and for taking the time to leave us a review. It's wonderful to hear that you were pleased with the service you received. At Trade Plumbing we deeply value our customers and are committed to providing the highest level of service.

Thank you for choosing us. We look forward to the opportunity to serve you again in the future.

clayton Horsnell からの回答

2024年4月8日

We're thrilled to receive your five-star review and sincerely thank you for taking the time to share your initial impressions of our product. It's wonderful to hear that your plumber, with his extensive experience in fitting immersion tanks, has endorsed the robustness and build quality of our product. Such feedback is invaluable to us and to potential customers making informed decisions.

While the product has yet to be installed, we're confident that you will find it to be economical in operation, living up to your expectations for efficiency and reliability. We eagerly look forward to hearing about your experiences once the installation is complete and the product is in use.

Your trust in our product, based on your plumber's enthusiasm, means a lot to us. We are committed to delivering not only quality products but also to ensuring that our customers feel supported throughout their journey - from purchase to installation and beyond.

Should you have any questions, need assistance with the installation process, or wish to share further feedback down the line, please don't hesitate to reach out. We're here to help and ensure your satisfaction.

Thank you once again for choosing our product and for your positive feedback. We hope to exceed your expectations and look forward to serving you in the future.

clayton Horsnell からの回答

2024年4月8日

Thank you for taking the time to share your feedback with us. We were disheartened to learn that your experience did not meet the high standards we strive to uphold. Please accept our sincere apologies for any inconvenience this situation has caused you and your client.

Upon reviewing your comments, we understand the critical nature of the issue stemming from a discrepancy in the part sent to you. Although your order was processed accurately on our end, it appears the error occurred during the fulfillment process by our supplier, who directly handles shipping.

To ensure a swift and satisfactory resolution, we kindly request that you contact us directly at sales@tradeplumbing.co.uk with the details of your order, including any pertinent information about the incorrect part received. This will enable us to investigate the matter thoroughly and work closely with our supplier to correct the error at the earliest possible opportunity.

We are committed to resolving this issue to your satisfaction and to implementing measures to prevent such incidents in the future. Your business is invaluable to us, and we are eager to restore your confidence in our services.

Once again, we extend our deepest apologies for the inconvenience this has caused. We look forward to hearing from you soon and to rectifying this situation promptly.

clayton Horsnell からの回答

2024年4月8日

Thank you for taking the time to share your feedback regarding your recent experience with us. We sincerely apologize for the difficulties you encountered throughout the return process and the condition in which your replacement boiler arrived. It's clear that we did not meet the high standards we set for ourselves in customer service and product quality, and for that, we are truly sorry which will be looked into rest assured

We understand how valuable your time is, especially in the trade industry, and the delays in processing your return and refund, coupled with the lack of prompt communication, are indeed far from the level of service we aim to provide. We are taking your feedback very seriously and are currently reviewing our return and refund processes to identify and address the inefficiencies to prevent such experiences in the future.

Regarding the condition of the replacement boiler, we want to stress that we are committed to ensuring all our customers receive products in perfect condition. Although you have chosen not to raise this issue, we would greatly appreciate the opportunity to rectify this matter. Should you reconsider, please contact us directly with the photos of the damage, and we will promptly address the issue to your satisfaction.

We are grateful for your honesty, as it highlights areas where we need to improve. We are already taking steps to enhance our communication channels and ensure that our customer service team is more responsive to our clients' needs.

We understand your decision to consider other options for your business needs. However, we hope you will give us the opportunity to restore your confidence in our company. Your satisfaction is very important to us, and we are committed to making things right.

Please feel free to reach out directly to me with any further comments, concerns, or suggestions on how we can improve our services. Thank you once again for your feedback.

clayton Horsnell からの回答

2024年4月8日

Thank you for taking the time to provide feedback on your recent order with us. We sincerely apologize for the inconvenience and confusion you experienced with the delivery of your tank. We strive to ensure a smooth and timely delivery process for all our customers, and it's clear that in this instance, we fell short of our own expectations.

We understand the importance of being informed about the delivery status of your order, especially when anticipating its arrival within a specific timeframe. Unfortunately, it appears that our courier service did not meet the high standards we set for customer communication and delivery efficiency. Please rest assured that we take this matter seriously and we are actively addressing this issue with our courier partner to prevent a recurrence.

We appreciate your understanding that while we rely on our courier services to fulfill the final step of our service promise to you, there are occasions when their performance may fall below our shared expectations. We are committed to working closely with them to ensure that our customers' experiences are positive and that deliveries are made as smoothly and reliably as possible.

Your satisfaction is of the utmost importance to us, and we are here to assist with any further concerns or questions you may have regarding this order or future orders. Please do not hesitate to reach out to our customer service team directly.

Once again, we apologize for any inconvenience this has caused and thank you for bringing this to our attention. We value your business and look forward to serving you better in the future.

clayton Horsnell からの回答

2024年3月12日 に更新

Dear Shona,

We sincerely apologize for the inconvenience and frustration you experienced with our delivery service. It's disheartening to learn that our communication fell short, resulting in a delay in delivering your radiator and radiator feet, leaving you without heating.

We understand the critical importance of timely deliveries, particularly for essential items such as heating equipment. We deeply regret the impact this has had on you and your household.

Regarding your inquiry about the delivery date, we apologize for the lack of response to your email. This does not reflect the level of service we strive to provide, and we are investigating internally to understand why your communication was overlooked.

We also acknowledge that the delay in delivering the radiator feet only compounds the inconvenience you've already experienced. Rest assured, we are actively working to rectify this situation and ensure that your order is completed as swiftly as possible.

Your feedback is invaluable to us as we continually strive to improve our service. We are committed to addressing the issues you've raised and implementing measures to prevent similar incidents from occurring in the future.

If there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to us directly. We genuinely appreciate your patience and understanding as we work to resolve this matter.

Thank you for bringing this to our attention, Shona. We apologize once again for the inconvenience caused and hope to have the opportunity to regain your trust in the future.

Best regards,
Customer Services

clayton Horsnell からの回答

2024年3月12日

Dear Derek,

Thank you for sharing your feedback with us. We sincerely apologize for the delay in delivering your item, especially considering that it was in stock at the time of your order.

We understand the importance of timely deliveries, and we regret that we did not meet your expectations in this instance. While we aim to dispatch orders promptly, we acknowledge that a 7-day delivery timeframe is not acceptable, even within the context of 5 working days.

Please be assured that we are reviewing our processes to ensure that such delays are minimized in the future. Your feedback is invaluable to us as we strive to improve our service and provide a better experience for our customers.

If there's anything else we can do to make amends or if you have any further concerns, please don't hesitate to reach out to us directly. We appreciate your understanding and the opportunity to address this issue.

Thank you for bringing this matter to our attention, Derek. We hope to have the opportunity to serve you better in the future.

Best regards,
Customer Services

clayton Horsnell からの回答

2024年3月12日

Dear Dermot,

Thank you for taking the time to share your positive experience with us! We're delighted to hear that you found our prices competitive and that you were satisfied with the service you received.

Ensuring that our customers receive their orders promptly and in good condition is always our priority. We're glad we could quickly replace the damaged part for you, and we appreciate your understanding during this process.

Your satisfaction is incredibly important to us, and we're grateful for your feedback. If there's anything else we can assist you with or if you have any further questions, please don't hesitate to reach out to us.

Thank you for choosing us, Dermot. We look forward to serving you again in the future!

Best regards,
Customer Services