Dear Amanda,
Thank you for taking the time to share your thoughts and experiences with us. We sincerely appreciate all feedback, whether positive or negative, as it helps us improve and better serve our customers.
We're sorry to hear that your experience did not meet your expectations, and we understand your concerns. Your feedback is invaluable to us, and we take it seriously.
As a family business with decades of experience in creating bathrooms and kitchens, our goal is to ensure every customer has a positive experience with our service, and we regret that we fell short in your case. I’m sure you can see from our hundreds of previous positive reviews that it is not our normal way of working.
We have also worked in this locality for many years and I’m sure all customers who read reviews would realise that this would not be possible only for the success to date of our business and the word of mouth from our satisfied customers who have helped grow and sustain our business and we are very thankful to all of these customers.
When you brought your concerns to our attention and we realised that our partnership in renovating your bathroom was not working out and despite our already completed work in removing your old bathroom fixtures/ fittings and tiles, paying for your skip, plus plumbing for your new bathroom, we fully refunded your money back as per your request. As a business that thrives on our satisfied customers, we were happy to refund you completely to ensure that you had spent not one cent on a service that did not meet your expectations. Apologies, as we would have continued to communicate with you but we where under the impression that we had parted ways on good terms. Please feel free to contact us again if you wish to discuss further and we can be of assistance to you in any way.
Despite our disappointment that we could not come to a satisfactory resolution with you, we are delighted that you got resolution to your issues in the end and have the bathroom that you wanted.
As per your conversations with our colleagues we would have been more than happy to complete any work that you required at our expense for any inconvenience caused. It is our normal practice to ensure that any issues are resolved to your satisfaction and unfortunately, we did not get an opportunity to do this in your case.
Once again, thank you for bringing these matters to our attention. We are committed to continuous improvement and value the opportunity to learn from our customers.
Sincerely,
Nicola
