Sanctuary Bathrooms Évaluations

Good afternoon, Thank you very much for your review and 5*. It means a lot that you left a positive review and comments about our service. I am sorry to hear that the item was out of stock with supplier but that we were able to offer alternatives, and also provide a refund to you due to the time constraints. We appreciate this must have been frustrating for you, and is something we will pass on to the supplier regardless. But we are glad that our service was of a high standard to assist in this situation regardless. We do hope that we can assist in future with any other requirements you have, but thank you again for the kind comments. Mark

Good morning Nikolas, I am sorry that you felt compelled to leave us a 1* review. We are deeply disappointed, as we never want anyone to feel like they have to leave any comments. Having looked into this, we do feel that the rating given is harsh. I can see that your order was placed on the 16th December, and this was promptly processed the next day for the supplier to deliver directly in order to speed this up ahead of the Christmas period. I can see that we were notified that this would be after the following Monday 22nd, and so I am glad that this arrived in a timely fashion. Normally, we would expect any supplier to provide carrier information ahead of the delivery to make you aware, so we can certainly raise this with them. In terms of having no reply to your email, I can see that you contacted us on the 20th December. I would state that our office was closed from this day for the Christmas period. We do close unfortunately due to supplier similarly closing, as well as allowing our staff the opportunity to have a break over this period. This was communicated, along with all delivery information, on our website and across all our touch points, so I am sorry if this was missed ahead of ordering. I have also been advised by a colleague that an out of office email was set-up to any email enquiries so I do apologise if this was missed or not received. In respect of the VAT invoice, this will be picked up by a member of our team today and responded to now we are open again, along with any other communications or enquiries you may have. With these factors in mind, I do think that 1* is not representative given the quick delivery, as well as the service related elements being in a period of closure. I can see you are also a repeat customer, so I do hope that the past orders are some indication and representative of the high levels of service and communication we look to provide. Kind regards Mark

Good afternoon Peter, I am sorry to learn about your experience and for the issues with your delivery, and that you left us a 1* review. It does hurt us deeply when we get any kind of review like this so please be assured it is being treated seriously. We have investigated this matter, and can see that the entire situation is as a result of DPD returning the item to us without any communication to us, any checks being made, and rather than delivering the item. This meant the item was checked on arrival back to us and refunded, due to believing it was a returned item by yourself by our warehouse team. The situation has occurred through no fault of our own with the item being dispatched on the next day delivery as ordered, and in good faith. One of our colleagues has spoken to DPD this morning about this, and has tried calling you regarding this matter in order to explain this. We would dearly love to speak to you both in order to explain in more detail, as well as to resolve this matter and to see if there is any solution we can provide in respect of the item you ordered to see if we can expedite this out to you again should you still require it. We do appreciate that the delivery is still representative of us, and please be assured we will be raising this with DPD to express our dissatisfaction about this situation. However, in light of the circumstances and no fault on our part in respect of this, we would love the opportunity to speak and rectify the view of ourselves. Should we not hear from you via return phone call or email, I will ask the colleague to drop you a detailed email later today outlining the above and further options. I can only apologise once again for this situation. Kind regards Mark

Good morning Joanne, Thank you very much for your feedback, and I am sorry to learn about your order, which had to be cancelled due to a supplier stock issue. We're obviously disappointed that it meant you had to leave this feedback. I can see that your order was processed the same day as the order was made but unfortunately our team were notified by the supplier that it was out of stock until the middle of January. Where we do not hold stock ourselves, we do have to order items from suppliers directly. While every endeavour is made to keep our website up-to-date, we do rely on suppliers communicating and advising us of any stock issues. Unfortunately, in some cases, it is only when orders are processed that this information and such situations can and do come to light despite our best intentions. In such situations, every endeavour is made to advise customers as soon as practical, which I can see was done the same day as the order was made. This is in case the timeframe for delivery is not an issue, or to offer alternatives. I can see that our team did offer these options but you chose to have a full refund, which was promptly processed. We appreciate every delay is an inconvenience and we do everything in our power to minimise such situations. We will of course share the comments with our supplier to let them know of your disappointment regarding the order, and the consequence of this situation. We appreciate that this has a knock on effect of being reflective of us, although it isn't entirely within our control or responsibility for this situation. We do hope that we will be able to assist with any future requirements, and our team can check to ensure on the availability of items prior to ordering for you. Kind regards Mark

Good afternoon John, Thank you very much for your lovely comments regarding the the products on your order, and also our service. We do take pride in all elements from the information offered prior to ordering, all the way through to delivery and aftersales. We do appreciate you taking the time out to let us know of your experiences, and also as a repeat customer. Please do let us know if we can assist further with anything. Thank you again for your lovely comments. Kind regards Mark

Good afternoon Nimrita, Thank you very much for your kind comments, and positive feedback regarding your experience while shopping with ourselves. We are really glad that you found our team to be helpful and provide a high level of service, as this is something we truly pride ourselves on delivering. I am sorry to hear that an element of your order was missed but glad we were able to promptly resolve this matter for you. Regardless, we will highlight this to our warehouse team to ensure that they are aware of this situation, and to see if they can do anything to ensure their processes are more thorough prior to dispatch. I am glad that this did not diminish the experience with us. We do hope we will be able to assist with any future needs or requirements, and please do get in touch should there be anything we can help with. Thank you again for your lovely comments! Kind regards Mark