Ergonomic Designs Bathrooms Avis 

Réponse de Ergonomic Designs Bathrooms

14 nov. 2024

Hi,
Firstly I would like to apologise that you had an issue with an item we have supplied. I can see that this issue has been resolved directly with your fitter on live chat and follow up emails and a replacement part is now on order for as soon as it is back in stock with the manufacturer in just over a week and your fitter has advised he will repair your existing one until this comes into stock and out to you to replace.

I am really confused as to why you have felt the need to leave us not one but two scathing reviews without allowing us any time at all to resolve this. We are a small family run business who will always do our very best to resolve any issue that occurs and unfair reviews such as this are very harmful to us. I do understand that its frustrating if an issue occurs but sadly with instances such as this we have no way to avoid this at all and only react as quickly as possible to get you sorted.

This is a branded item that you have ordered and we do not hold these in stock ourselves so it is not as simple as sending you one instantly and we have to request one from the manufacturer. I can see that your email was dated the 11th November at 16.39 and your installer had a resolution that he was happy to proceed with by 11.03am on the 12th. This means this actioned and dealt with within less than 3 and a half working hours. I am unsure any company would be in a position to deal with this any quicker than we have. I understand that the part you need is not currently available however this is not hindering your usage if I understand correctly. I feel your reviews are very unfair and completely void of the facts. We have supplied a large order to yourself within 4 days of purchase and to my knowledge there has been no other issues regarding, service communication or the goods supplied. The reviews left do not reflect the overall experience you have had with us or the customer service we have actually provided.

I would like to kindly ask you to either remove your reviews or amend to reflect the overall situation and experience you have had with us. We are not a company who ignores issues or does not resolve things as they arise and your reviews do not paint a fair picture of us as a company. In regards to the faulty pipe, I can only apologise whole heartedly and do fully understand the frustration when you have a problem that causes issues and like I say we cannot foresee this occurring and will always do our best to get the problem resolved as quickly and efficiently as possible. I can tell you that after being on live chat with your fitter, my colleague Lynn has assigned your case to herself and has had several communications with the manufacturer straight away to get this resolved as quickly as possible, The manufacturer has some new employees and they were not particularly helpful right away and Lynn has escalated this within their supervisory team to get this sorted and not to leave you waiting, understanding how pressing it is when an issue like this arises and determined to get your issue resolved. I really do hope you will consider amending your reviews, as a company we are a very small team and do personally want to help all of our customers and I believe we offer a good level of service.
Regards
Ergonomic Designs

Réponse de Ergonomic Designs Bathrooms

5 nov. 2024

Good Morning,
I am sorry you are disappointed that you cannot return the waste for the tray, sadly this is a branded item and delivered to you directly to you from the distributor, the returns period is 14 days sometimes we can extend this to 28 days but outside of this time there is no way at all for us to return the item to the distributor and this is why we have to refuse the return on this occasion. The waste you have purchased is a standard 90mm waste so will fit most shower trays, I would suggest seeing if your plumber wants to take this off your hands or selling it on locally to recover your costs.
I am glad you are happy with the tray and apologies once again we could not resolve this for you.
kind regards
Ergonomic Designs

Réponse de Ergonomic Designs Bathrooms

29 oct. 2024

Good Morning,
I am sorry you feel we were unhelpful, we worked very closely with Merlyn to get this resolved. The service option you chose when placing the order was direct delivery rather than via ourselves, this means it goes directly to you from Merlyn and this is why we had to get Merlyn to arrange the collection. Sadly on this occasion PDS the courier did let both Merlyn and ourselves down. They have used PDS for many years and its very unusual to have any issues like this. I am sorry you had these issues however we have done everything we can to get this resolved with Merlyn as quickly as possible and processed your refund as soon as the collection took place rather than waiting for this to go back through the returns process.
Kind Regards
Ergonomic Designs