Sanctuary Bathrooms レビュー

Good afternoon Ian, Thank you very much for your 4* review and for your positive review. I am glad that you were happy with your purchase and the majority of your experience while shopping with ourselves. We do also appreciate the comments regarding your delivery too. We do advise that any purchases made with standard delivery are between 3-7 working days, and the timeframes for your delivery do reflect this with the item being dispatched on the 4th working day, and then received by yourself on the 6th working day. Unfortunately, in busier periods, every endeavour is made to get orders out as quickly as possible, as well as ensuring our delivery partners deliver in a timely fashion too. I am sorry that this was slightly longer than you anticipated, and we will of course take on board the feedback to see if there's anything extra we can do to reduce this, and I will raise this with our team responsible for dispatch in the warehouse. Thank you very much again for your overall kind comments though, and please do get in touch should we be able to assist with anything further. KInd regards Mark

Good afternoon, Thank you very much for your review and feedback. Please be assured all comments are taken seriously in order to improve our experience, wherever we can. While I am glad that you are pleased with the products, I am of course sorry to hear that you did not feel our customer service was adequate, as this is an area we do pride ourselves on as our many 5* reviews are testament to. We make every endeavour to answer calls as quickly, and as many, as possible. Unfortunately, in busy periods our full team may get caught up with other customers, which is why we do have a voicemail system for callers to leave messages where someone will ring back as soon as possible as they become available. I can see that you did make use of this and someone tried calling you back the same day and left a voicemail with yourself. I also note that you did try calling again later that day acknowledging the missed call, and advising the team that you were free at that point for someone to re-try, which was done and a copy of your order confirmation emailed across minutes later. Prior to the order, I can see that you also submitted an enquiry regarding the product late afternoon, which was responded to the next morning as soon as we were back in the office the next day. We are disappointed that you feel our service is rubbish given these points, and the fact we made every effort to call you and speak to you after you attempted to reach us we do feel does counteract this. We do, of course, recognise the frustration of not being able to reach someone immediately, and we will of course take that on board and see if we can do anything to mitigate this. Thank you again for taking the time out to leave your comments, and of course for ordering through us and we hope there is a chance we can get to improve your perception of us, if possible. Kind regards Mark

Good afternoon, Thank you so much for the 5* review and lovely comments about the quality of the products purchased. We are glad that they met your expectations, and of course, we are glad the experience with us was also good. If there's anything else we can do to assist, please do reach out to us! Thank you again! Kind regards Mark

Good afternoon, Thank you so much for the 5* review, and for your comments. We are glad that our service lived up to expectations, as it's something we do pride ourselves on and make a conscious effort to deliver to a high level that customers deserve. Thank you again for your comments. Kind regards Mark

Good afternoon, Thank you so much for leaving us a 5* review - we really do appreciate it. We are glad that you found our service to be excellent - an area we really do focus on to get right for our customers - and that the products were to your expectations too. We recognise the time taken to go out your way and leave the comments, so thank you again, and please do get in touch if there is anything else we can assist with. Kind regards Mark

Good afternoon Moira, I am sorry to hear about your experience with delivery, and please be assured we do take all feedback seriously. I am sorry that it has left you feeling you cannot order from us again. We would never want any customer to feel like this. I have looked into the situation with this order and can see that this item had to be ordered into us from the supplier. Unfortunately, there was a slight delay that meant it left us later than expected slightly outside our maximum 7 working day timeframe. I can see that it left us on the 11th December, and was collected by DPD and you should have had tracking information to this end. It has been with them from then until now, however, I can see for some reason they have since returned the item to us. I have asked a member of our Customer Services team to investigate this matter with them, and also to give you a courtesy call regarding this matter as we are unsure as to why this has happened and arrange for it again to be resent out as a matter of urgency. While this is beyond our control, we do appreciate that this is reflective of the experience with us, and we will be taking this matter up with DPD as we do understand - and share in - the frustration of this situation. This is in addition to seeing how we can improve the timescales for dispatch with our suppliers, and communication, to avoid extra delays, which we also appreciate have had extra inconvenience. I do hope that we will have the opportunity to demonstrate this and restore faith in our services in the future, and I am sorry again you felt compelled to leave feedback but we are thankful, as we always want to improve and provide the best. Kind regards Mark

Good afternoon, Thank you so much for your 5* review and for taking the time out to leave such lovely comments. We recognise the value of good service, so it is always warming when people tell us we got it right, and I am glad you would recommend us to others on the back of this too. I am also glad that you found the items to be of a good quality, and that the experience with pricing and delivery was also good too. Thank you again for your kind comments, and please do get in touch if we can assist further with anything. Kind regards Mark

Good afternoon, I am sorry to hear of your experience with delivery with ourselves, and please be assured that all feedback is taken seriously, and improvements made wherever possible. I would like to apologise as it appears there was a picking error that led to a delay with your order being dispatched, and it was only flagged when investigating the delay. This should have been noted and recognised sooner and for that I apologise for the inconvenience caused. This is not to our usual high standards. Once this was noted, I can see that one of our Directors personally swiftly arranged for the item to be delivered to you in our own van next day on the 16th December as a matter of urgency to expedite this rather than through couriers. I do hope that this demonstrates in some way that we do take these issues seriously, and will do everything we can to provide a resolution quickly. We would dearly love to improve your 1* review of us, and demonstrate that this situation was not representative of us, and we do hope that we will have the opportunity to do so. Kind regards Mark

Good afternoon, Thank you for your review and comments. Please be assured we do take all feedback on board, and look to make improvements wherever we can. I am sorry to hear that your delivery took longer than anticipated. As the order was made on a Friday night, this was not processed by our supplier until the following Monday with the items to arrive into us a few days later. Once they arrived, it would then be sent to our delivery team. They would look to schedule delivery for when we are in your area, and also the best time to suit you. Unfortunately, in our busy periods delivery timescales can be a little longer than we would like but every endeavour is made to get inside our 7 working day timeframe, and I can see the items left us on the 7th working day in this case. We will do everything we can to try and speed this up where we can, so thank you for your feedback. I am sorry that the delivery drived turned up at 6:30am and this was an early start for you. I can see that we did offer at 6am-8am timeslot - the first stop on the route - and this was accepted. It was marginally earlier than we normally aim to reach customers. Unfortunately, we cannot guarantee the time that the driver will turn up in this time window, although we do always look to make this as reasonable as possible. I am glad that the driver was polite and helpful, though, and I will pass this feedback on to our delivery team in case there are any adjustments we can make. Thank you very much for your feedback again and overall positive and 4* review. Kind regards Mark

Good afternoon Mike, Thank you very much for your kind comments and 5* review regarding your order. We do appreciate you taking the time out to leave it. I am glad that the item you ordered is of a good standard and meets your expectations. We will of course pass on your kind comments to the manufacturer and supplier. Thank you again for your lovely comments and review. Kind regards Mark