4bathrooms 

Antwoord van 4bathrooms

23 jun 2014

Hi Mrs Edwards,

All goods are delivered to ourselves in sealed packaging direct from each manufacturer's factory. Whilst we will not despatch goods that show any obvious signs of damage most of the goods we sell are packaged in opaque boxes, thus often making prior inspection by our warehouse staff impossible.

As soon as we received photographic evidence of the damage we arranged for a replacement WC unit to be despatched to yourself. We ask for photographic evidence for several reasons; it allows us to make a claim against either the carrier or the manufacturer (depending upon the nature of the damage) and also to identify any patterns of damage being caused during transit. Also, as many carriers will not collect goods that are known to be damaged it also helps to protect ourselves from spurious claims.

I do feel that we dealt fairly with your claim in accordance with both the Distance Selling Regulations that were in force on the date you placed your order and our own terms and conditions; we have replaced the product completely free of charge and well inside the 30 day statutory limit. I'm sorry you feel that our response has not been satisfactory.

Antwoord van 4bathrooms

29 mei 2014

Hi Kevin,

In response to your review we have now updated the automated emails we send out as the pallet network we use no longer supplies tracking information to customers.

In response to other recent reviews we have now updated our website so the actual delivery method used for each particular product is displayed on the product page with free shipping continuing to be available for the majority of the products we sell. The shipping information links to a new page with more information about each shipping method and the usual timescales for each: http://www.4bathrooms.co.uk/index.php/delivery-information

Next day delivery and Saturday delivery are available for most orders; standard shipping is within a 3 to 5 working day delivery window. The courier we use for parcel deliveries will always attempt delivery within that window and leave a card if the customer is not available, thus allowing the customer to arrange delivery at a more convenient time. The pallet network we use for larger items will call the customer in advance to book a suitable delivery time.

In either case once an order has been despatched from our warehouse we can only relay an estimated delivery date from the relevant carrier until they have actually called and booked a delivery slot with the customer.

I apologise for the confusion with your order and hope you enjoy your new goods!

Antwoord van 4bathrooms

21 mei 2014

Hi Mr. Savege,

Our records indicate the contact telephone number you supplied during checkout was incorrect, the pallet network we use was therefore unable to contact you to arrange delivery. As soon as they informed us the telephone number was not correct we emailed you (on the 15th May) to request an alternative number.

We received an enquiry from yourself via our website contact form on the 19th May enquiring about the status of your order. We replied to advise you of the above, via reply you supplied an alternative contact number and this was passed on to the pallet network. However, this number was also incorrect and the pallet network was still unable to contact you to arrange delivery.

I see we have received a further email from yourself today (21st May) and you have supplied us with a further contact number, this has been passed on to the pallet network so they can now arrange delivery.

I feel I should point out that your order was despatched from our warehouse the next working day following order placement (your order was placed on Friday, 9th May and we despatched it on Monday, 12th May). The pallet network initially attempted to contact you on Wednesday, 14th May to enquire whether you would be able to accept delivery the following day. Delivery would therefore have been 4 working days from order placement; this is inside the 3 to 5 working day delivery window that you selected during checkout.

Antwoord van 4bathrooms

19 mei 2014

Hi Mr. D'Argenzio,

Order confirmations are sent automatically upon order placement and a despatch notice is also sent automatically once an order has been despatched. Unfortunately, as we send a high volume of automated emails some email providers will send the notifications to a 'junk mail' folder or not deliver the email at all as they innocently mistake them as being unsolicited bulk email (spam).

We are currently working with the major email providers to ensure all our email arrives at the intended destination but please understand the problem lies not at our end but with the automated filtering systems in use by some of the major email providers. Adding support@4bathrooms.co.uk to your address book, safe senders list etc. will help to ensure that you receive any email sent from ourselves.

Items that are in stock are typically despatched the same day or the following working day depending on the time the order was placed. We use various carriers depending upon the total weight of the order, the destination and the shipping option that was selected during checkout. Some items are ordered directly from the manufacturer for despatch and we typically contact the customer using the details provided during checkout if delivery will be outside the window displayed on our website.

There is no Sunday delivery option available on our website, upon checkout the delivery options will be one of free delivery, Royal Mail, parcel delivery or pallet delivery. Next working day delivery and Saturday delivery are available on many items for an extra charge; the exact delivery options displayed during checkout will depend on the total weight of the order, the delivery address and current stock levels.

I hope the above clears up any confusion and that you enjoy using your new shower head!