**BEWARE IF NOT IN STOCK ITEM**
Order placed on the 15th November knowing not in stock with availability stated as the 25th November. On the 27th November looked at the website and it stated stock availability of the 29th December....
Phoned them and after queing for 15 minutes spoke to Kelli and she said that stock was showing the 29th Dec, but my order could have been part of recieved stock and ready to go and the product may of gone out of stock again. She tried to get through to the stores department and could not get through so said she would email them and call me back.
Four hours passed, no phone call, so another 15 minutes of holding to speak to Liam. He said to me that there was no stock and that I would have to wait until December, which is great considering I had allowed a week from the 25th Nov, before builders cam on site to install the bathroom furniture. I questioned why that it showed a delivery date when the shipment (that was from China it transpires and takes six weeks) would have left source before I even ordered. There was a blank silence and then he asked if I had considered alternative baths. I said if they had another 1500mm bath with a thin room due to space considerations then I would take a look, that ended that line of conversation.
So without any other options presented I said I wanted to cancel and get a full refund ASAP as I needed to source another bath urgently and finances are constrained. Liam said that it would take 3-5 days and then blamed "the banks" for the timescale and that the could not phone accounts due to "Data Protection"........ Which is obviously a load of rubbish and just a "holding blame" used for people who don't know better. With a bit of digging he said that they process the cancellation, it goes to "better" Bathrooms Accounts department and they sit on it for upto 48 hours for processing (assuming keeping all accrued interest for goods paid for, but delivery not honoured) before it goes to the banks.
So I ask to speak to a manager, obviously none are available and I will get a call back from Paddy.... Two hours later I am on the phone again, another 15 minutes hold music and stating that "my call is important to them" starts to grate. Speak to another agent and Paddy will call me back by 18:00, which is obviously too late to then process a cancellation, so he hoy another day of my money to be with them and not able for me to buy another bath.
Paddy the Manager calls me at 17:30 and states the same old excuses, but a couple of interesting nuggets for me to share.....
1) When asked why on the 27th Nov I had not been contacted that stock expected by "Better" Bathrooms was not received. He says that they could have had a number of people to get through and they may not have the opportunity to get to me. What I deduce from this is that they have loads of people who have missed deadlines.
2) He stated that what may have happened is that the manifest provided by the vendor 6 weeks before hand, may have stated that the specific bath was in the shipped containers. but may have not been in the containers when opened when received. He seemed to indicate that this had happened before and you therefore have to question "Better" Bathrooms supply chain / vendor management schemes if this is something that has occurred before.
3) Accounts Department take upto 48 hours to process a cancellation and that is just "policy"....... Thanks, cancelled due to your terrible supply chain management, but we'll keep your cash for a couple of days......
So there ends the call with Paddy the Manager...... In other words, we've screwed you around, let you down, cost you money because you held us to our word and then when you have the cheek to ask for your money back we hold on to it just to make things worse so you cannot buy another bath elsewhere......
Well there you have it "Better" Bathrooms....... Enjoy...... read more
