Hi Aaron,
Thank you for your review.
Firstly, I should clarify that you personally have not placed an order with us, although I am aware of the order you are referring to.
Our website clearly states on the delivery information page that certain worktops are delivered via a one-person kerbside delivery service. This information is also reiterated in the delivery confirmation email, which advises that customers should ensure at least two people are available to assist with unloading. We do offer products with a two-person delivery option for customers who require this service.
Regarding the splashback, this was placed on hold following a fraudulent chargeback claiming the order had not been received in full. Prior to this, we had already advised that stock was expected the following week. When this delivery date was communicated, the response received from yourself and the person who placed the order was unfortunately quite abrupt, and a split delivery was then requested — with the splashback to follow the week after.
At that time, an unforeseen manufacturing issue had affected the splashback stock. This was not something we were aware of when the original order was placed. Had the initially advised delivery date been accepted, we would have identified the manufacturing issue sooner and could have either arranged an alternative product or delayed the order so it could be delivered together once the issue was resolved.
It is also worth noting that no stock check was requested prior to placing the order to confirm availability alongside pre-booked fitters. Unfortunately, throughout the process we have received several emails that were unnecessarily hostile in tone. Despite this, our team has remained courteous and professional.
The phone call was ended because our staff are not expected to tolerate being shouted at or subjected to abuse. As soon as we became aware of the manufacturing issue, we informed you immediately. At that point, you requested either a full refund for the entire order or delivery of the splashback the following day, neither of which were feasible given the situation.
We continued checking daily with the manufacturer for updates and offered two reasonable options: a refund for the splashback or waiting until the product became available again. However, you requested a full refund for the order while still expecting the splashback to be supplied later, which is not something we are able to do.
The worktops supplied are fit for purpose and exactly as described. The only delayed item is the splashback, which we have held back specifically because we will only deliver products once they meet the required quality standard. The delay has also been prolonged by the chargeback currently in progress.
Finally, matching splashbacks remain available both through us once stock returns and through other online retailers. For this reason, there is no valid basis for a refund on the worktops themselves.
Kind regards
Customer Services
