TV coverage: our response
As the leading specialist bathroom retailer, with a focus on customer satisfaction, we take any complaints about our service extremely seriously.
In the last year we have made 220,000 deliveries of which over 98% were made on time and in full.
All installations are now managed in-house and have been since August 2013. We continually measure customer satisfaction of our installation service. In the latest wave, 97% of customers polled said they would recommend our installation service.
We can confirm that all three of the cases featured in the film have been resolved and signed off as complete by each customer.
In the case of Mr Ellis, a replacement product was delivered to him and the matter solved within 72 hours of us being made aware of the issue. Nevertheless, we are sorry that this was not solved first time.
In regards to third party installers, when bathstore was under previous ownership we did use outside contractors to carry out installations. In the case of Mrs Boyle the firm contracted to do this work and with whom she signed an agreement - Tradesmen Solutions Ltd - massively let down their customers. They ceased trading, leaving 400 customers stranded. The new management team here at bathstore worked hard to deal with those customers affected, including Mrs Boyle. Despite Mrs Boyle signing her guarantee with Tradesmen Solutions, all the problems have been rectified, with bathstore covering the cost of replacement products where necessary. We are pleased to report this was fully resolved.
In the case of Miss Vernon, we have been in constant dialogue with her throughout and are pleased to report that her bathroom is now fully installed. She has confirmed to us that she is pleased with the final bathroom.
Like with any company of our size, we do occasionally have issues that need rectifying and we have robust processes in place to deal with all customer queries. We'd like to take this opportunity to reassure all customers that in the event of any issues, we have a commitment to solve them quickly and professionally.
Feedback from other customers
Mr and Mrs Cowley called after watching our TV coverage and wanted to let us know how much of a good company bathstore are and the experience with their installation was excellent and have emailed Watchdog to advise of this.