Thank you for your feedback. We always welcome the opportunity to improve and hold ourselves accountable when mistakes occur. However, we respectfully disagree with several points in your review, as they contain significant inaccuracies.
Firstly, the initial product you selected was out of stock. We offered multiple opportunities to reserve the product, but by the time you confirmed, it was no longer available. As you were out of the country, we agreed, both via email and a follow-up phone call, that you would choose a different product upon your return, and only then would the installation proceed.
To avoid ordering incorrect materials, we held off on items such as plywood until your decision was made. Once you selected an alternative product, it was ordered, and the installation began.
A few days into the installation, our fitters informed us that you mentioned the wrong floor was being fitted. They offered to stop the installation immediately and reported this back to the sales office. However, you instructed them to continue, indicating that you preferred the colour being installed. To clarify the situation, we immediately called you, and during the conversation, you indicated you had selected a different floor than the one delivered. Our salesperson, who had handled your order, disputed this, stating that the product had been ordered based on your instructions. Unfortunately, a change order and updated invoice were not sent, which was our oversight. For this, we accepted full responsibility, regardless of the dispute about the product itself.
At that point, we offered to remove the floor and replace it with the one you desired at no additional cost, However the lead-time was 5-10 working days for delivery from Belgium. The sales person that attended to you said this was the precise reason you opted against the product the first time around as you had a trip booked for Australia.
You declined this offer and instead requested compensation. Initially, we offered £500 as compensation, which you rejected, asking instead for £2,500. We explained that if you preferred compensation, £500 was our maximum offer, and we would otherwise proceed with replacing the floor as it was covered by insurance.
Regrettably, at this stage, our discussions became strained, with you threatening us with "social media obliteration" and bad reviews if your demands were not met. Nonetheless, we offered you three different resolutions and eventually increased our compensation to £1,100, which you accepted. The project was completed on time as promised.
Regarding the door issue, you requested a quote for both materials and labor, which we provided at £650 for two days of labor plus materials for two workers. You accepted this quote, and the work was completed. You were under no obligation to accept this estimate, and we fulfilled the request accordingly.
Furthermore, we encountered delays in receiving payment for our labor, despite multiple emails and reminders. It required a final CCJ warning to settle the outstanding amount. This pattern of behaviour suggests an attempt to leverage compensation rather than addressing genuine concerns.
Lastly, in regard to the alleged leak in your bathroom, we did not carry out any plumbing work nor move the bath. Our work was solely focused on LVT flooring installation over existing tile. We are unaware of any damage caused by our work. We are more than willing to engage an independent third-party evaluator to investigate the issue, and we will abide by their recommendations.
Once again, we appreciate your feedback and remain committed to addressing any legitimate concerns you may have.
