Trev-the-Rev Posted November 21, 2009 Share Posted November 21, 2009 If you are thinking about purchasing a new bathroom or anything bathroom related, then avoid UKBW.com like the plague. I ordered a Heritage bathroom suite with this company in August and was quoted 4-6 weeks delivery, but full payment was required at the time of order. I was told that 6 weeks would be the absolute maximum and that I would be given fortnightly updates. After 4 weeks had passed and having not heard a thing, I emailed to ask for an update and never received a reply. I did the same a week later and still didn't get any reply. By now I'm started to get pi**ed off so I phone them. When I eventually get through the guy I need to speak with is on the other phone and I'm informed that he will ring me back - surprise to say he didn't. So I keep ringing and asking for him and eventually a few days and numerous phone calls later I get hold of him. He tells me that there is a delay of another couple of weeks due to the manufacturer being behind on orders. I left it another 2 weeks and rang again to be told the same thing, so this time I got hold of the manufacturer themselves (Heritage) and they told me they were fulfilling all orders in 5-7 days. When I then questioned UKBW about this they told me that they had so many orders that my name was still some way down the list but I would be given priority from this point on. At this stage I was about 9 weeks on from placing the order and still had no definate delivery date. I therefore contacted Mastercard and asked if I could cancel the payment and my request was passed to their disputes resolution department. A week a later I received a form to complete and was told that a full refund would be made so long as they were satified with my account of the events. I then contacted UKBW and told them they had 7 days to fulfill my order in full or I would be cancelling. Their reply was that it was my decision but refunds take at least 30 days. A week came and went and no surprises, they didn't contact me. I then emailed them informing them that 7 days had passed and that I was cancelling the order and expected a full refund within a week. Now comes the best bit. No sooner had I sent the email, I get a phone call from them telling me my suite has arrived but is not complete. I refer to my email and tell them exactly what they can do with my incomplete order if indeed they have actually got it at all. This was then followed by all sorts of excuses as to why there was a delay and that there was now no reason to cancel my order now that they had it. I remained resolute and told them I was still canceling due to the fact that they were not only in breach of contract but I didn't believe a word of what they were telling me anyway. They begrudgingly accepted I had been treated badly and said they would accept my cancellation (like they had a choice). The following day I received a letter from Mastercard informing me my account had been credited with the full amount and that was the end of the matter as far as they were concerned. I apologise for having a personal rant on here but I just wanted to make sure that no members made the same mistake as me by dealing with this outfit. If you require any further evidence that these cowboys shoud be avoided, then check out this forum: http://www.reviewcentre.com/reviews173518.html Quote Link to comment Share on other sites More sharing options...
stanski Posted November 21, 2009 Share Posted November 21, 2009 Ouch that is not good at all Trev damn it man this is like the treatment you get at a Stealers but for bathrooms! Glad you got your money back in the end. Is there any way you can do it yourself - bathrooms are pretty easy to do - but I guess its down to time - it can take a while to do? Try the bathroom manufacturers directly they can normally recommend a good local plumber /outlet for you. Quote Link to comment Share on other sites More sharing options...
Maccaman Posted November 21, 2009 Share Posted November 21, 2009 That is terrible Trev, and reading the reviews, is definitely not a one off. Gives the impression of a company with money problems and only one outcome How long before they appear on Watchdog? Quote Link to comment Share on other sites More sharing options...
Trev-the-Rev Posted November 21, 2009 Author Share Posted November 21, 2009 Ouch that is not good at all Trev damn it man this is like the treatment you get at a Stealers but for bathrooms! Glad you got your money back in the end. Is there any way you can do it yourself - bathrooms are pretty easy to do - but I guess its down to time - it can take a while to do? Try the bathroom manufacturers directly they can normally recommend a good local plumber /outlet for you. Getting some good tradespeople to do the job is not the problem Stan. In fact I've got a couple of top guys lined up who I've used before. My local retailer is now going to supply, albeit not as cheaply as UKBW, but at least if anything goes wrong they're only 10 mileas away and i can have it out with them face to face. Hopefully it won't come to that though as they've quoted me 5 days delivery. Quote Link to comment Share on other sites More sharing options...
martinmac Posted November 21, 2009 Share Posted November 21, 2009 Thats appalling Trev, there seem to be too many companies around nowadays who want payment up front and then lose interest. Thanks for the heads up and I hope you get sorted soon. Quote Link to comment Share on other sites More sharing options...
stanski Posted November 21, 2009 Share Posted November 21, 2009 Ouch that is not good at all Trev damn it man this is like the treatment you get at a Stealers but for bathrooms! Glad you got your money back in the end. Is there any way you can do it yourself - bathrooms are pretty easy to do - but I guess its down to time - it can take a while to do? Try the bathroom manufacturers directly they can normally recommend a good local plumber /outlet for you. Getting some good tradespeople to do the job is not the problem Stan. In fact I've got a couple of top guys lined up who I've used before. My local retailer is now going to supply, albeit not as cheaply as UKBW, but at least if anything goes wrong they're only 10 mileas away and i can have it out with them face to face. Hopefully it won't come to that though as they've quoted me 5 days delivery. Glad you have it sorted Trev - dont forget to post up some pics when its done - or before and after pics! Quote Link to comment Share on other sites More sharing options...
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