hib. Avis 154

Cannot sing the praises of Sarah in customer service enough.
Fast response and very helpful.
Thank you

Very quick problem resolution and super fast communication. Thanks very much 😀

Sarah in customer service was really helpful on both occasions that i have dealt with her regarding issues with a couple of products that were under guarantee . I have very happy customers at this end thanks to her efficiency.

Terrible customer experience. Best of luck with these cowboys if anything goes wrong. Sent us repackaged goods, sold as new. When one of the items turned up missing parts and broken, refused to help and sent us the link to Citizens Advice. Shocking, use someone else.
Update: I posted this review on their Facebook page and they blocked me - gives you a good idea of how they handle customer feedback 🙄

Hi hi different house

HIB replaced a faulty basin under warranty without any hesitation. This provides us with a great service which we can pass on to our customer. It gives us confidence when selling the product.

Really aesthetically beautiful products. Sadly had some issues with a cabinet with faulty electrics after a few months and some flaking chrome on bathroom furniture handles. The customer service were really helpful – they sent a brand new, updated cabinet and some replacement handles for the drawers.

The replacement cabinet was then damaged in transit (not HIB’s fault) and they were quick to dispatch replacement parts.

Really appreciate the great customer service.

We love our bathroom mirror/cabinet. Yes, they are expensive, but from an engineers point of view, the model we purchased was really well made and looks fabulous (we chose one without exposed wires to the door, that could potentially chafe). However, after just over 5 years, one of the hinges failed. I thought they were warrantied for 5 years, but hinges and electrics are 2 years, with the mirror being 5 years (our mirror is still absolutely perfect).
I reached out to Sarah from customer service for advice, and she sent me a new pair of hinges that arrived in 2 working days. It's like a brand new cabinet again. Thanks Sarah.

As a retailer who has been dealing with HiB for many years I cannot but praise their efficient, prompt and exceptional customer service. Any product issues, which are few and far between, are resolved without question. A lot of companies could take a leaf out of HiB's book in terms of how they run their business. A pleasure to deal with.

We had an issue with our mirror
Emailed Sarah at customer services reply was very quick new mirror ordered very happy with service
Neil kelly

Bought 3 cabinets for my bathroom, en suite renovations. LED failed on one of the cabinet doors - the replacement of which made me spot an imperfection below the surface of another door. Not great o have issues, but HIB customer service were excellent. Sent pictures over and they sent new doors without hesitation. Clear instructions and easy fitting, which also helped me understand that thought has gone into the deisgn.

Reported a damage with a mirror, most possibly caused in transit. HIB had no hesitations about replacing the item immediately and without any cost. Can't fault their customer service.

We are about to fit our 3rd cabinet in the space of 4 years
Quality of these units are not suitable for Bathrooms, the mirrors starts to get ingress of steam in them, the cable to the doors tend to wear and cuts off power to the lights

I order a replacement glass door for my bathroom cabinet which had some issues. Sarah took my details and arranged to send a replacement door which still under warranty. To my surprise door arrived next morning which was very impressive. Great service.

Fantastic customer service.

Went above and beyond to sort an issue out very quickly.

I bought some genesis midnight blue units for a new WC and the builder left some saw chips on the edges.
I emailed product support to ask about touch up paint kits or RAL more in hope than expectation so was delighted to get a reply straight back from Sarah with the RAL code (5011) - super responsive service.

Product was good really good when it works (magnifying led bathroom mirror) how ever joints came lose after a few years, so would not hold it’s position . I phoned customer service who told me it can’t be repaired and I should buy a new one. What a mistake that was, electrician came to fit the new HIB mirror and pointed out 2 screws that can be tightened to secure the arms of the ‘broken’ mirror one of which was behind the mounting plate. Customer service did not say this, this omission cost me £250 including new mirror and electrician , clearly they don’t train support staff on the products .

In the days of poor customer service and body swerving of responsibility, the support I have received from HiB has been exceptional - the company honours its warranty, without quibble. I will not hesitate to kit out future houses with their products, which incidentally are also top notch!

Bought a Globe LED mirror through Porcelanosa which was very expensive at around £500 but was sold as a premium product. LED’s failed after a few years and no repair possible. Even although lifespan of LED specified as 20,000 hours a replacement product was refused by this company.
Beware of buying from this company, see other 1 star reviews for details of similar problems!
Edit:
5 years @ 2 hours per day = 3650 hours of use, well below the 20,000 hours stated in the sales & technical documents. Buyer beware!