poor communication and customer service received, faulty floor supplied, faulty fitting and replacement fitting cancelled when I shared my feedback with the company
In summary: poor communication and customer service received, faulty floor supplied, faulty fitting and replacement fitting cancelled when I shared my feedback with the company. Longer version: they failed to show for the first visit to measure up and when I called them, they said they’d had a delivery so were too busy, but no one thought to let me know. On another visit I was told they would come ‘late morning’ and I would get a call to arrange, but I then got an email saying they’d be there at 9.30am. I was out and didn’t see this email until later, so I was disappointed with their communication. They supplied a faulty kitchen floor which was also laid over a stone by the fitter. Neither issue was identified when the fitter did his final inspection. I was told, only after I paid in full, that the fitters work for another retailer whose work took priority, so fitting appointments for TC&BG are fitted in at the end of their days. The wrong screed was applied which was not fast drying and this left my young children and I without a bathroom for 24 hours. The fitter complained to me that he wasn’t happy with the screed given to him by the shop. There was poor communication regarding the fitting of the replacement floor, so I had to chase them. A date for the refitting was agreed, but after I shared my view on the poor customer experience, the shop cancelled my fitting citing I had created a ‘hostile environment’ so refused to send the fitter to my home. They delivered my floor and I had to find my own fitter. A fitter who came to give me a quote used to work for the company and said he wasn’t at all surprised how unprofessional Judith had been in cancelling the replacement fitting when I shared my poor customer experience as he said she didn’t take criticism well.