Clickbathrooms Reviews 28

Reply from Clickbathrooms

Jan 5, 2020

HI Valdrina / Cennet UK Limited.

We have had multiple communications with your company since our first quotation sent to you at the beginning of November. We explained we cannot begin processing the order until payment was made. Payment was eventually made on the last Friday of November which meant we could not begin production until Monday 2nd December. Had payment been made at the beginning of November then the door would have been delivered.

Please check the credit card statement which will indeed show the online transaction date.

We understand that you do not accept this, but we are quite happy to show you the credit card payment date which was made by your work colleague.

We know of your frustration, but we hope your company can appreciate that we supply many quotations and do not begin glass production until the order has been confirmed with payment.

Reply from Clickbathrooms

Jul 1, 2019

Hi Roxana,

We are very sorry for your poor shopping experience with us. You purchased from us a shower door valued at £129 which was damaged by our couriers. Upon receipt you informed us of this and we quickly sent you a replacement. Unfortunately, our warehouse pickers sent you an incorrect model valued at £300 which your builder received and fitted.

After your builder fitted the door, you then let us know what had happened. You are correct in saying it is our responsibility in sending the correct goods. We do our best to do this, but on occasion our staff will make mistakes. They are few and far between, but when they do happen we know it will cause issues to both parties.

We would always recommend that the person who is accepting the goods knows exactly what it is they are receiving. Having said this, we accept that our actions did cause the situation and will continue to work hard to ensure our current 99.7% success rate in correct orders being delivered.

Reply from Clickbathrooms

Dec 29, 2018

Hi Christina.

Thankyou for giving us the opportunity to reply.

In our email we did say that we were sorry that the wrong seal was fitted, this was due to the incompetence of your fitter.

The seals originally supplied were suitable for the your bespoke door and due to no fault of yourself or our company the seals would not fit. This is because at the bottom of the door the fitter should have left an 8mm gap instead of a 5mm gap.

The reason why a solution took so long was because in an email from yourself you stated the gap at the bottom of the fitted door and base was 7-8mm. We could not understand why the seal would not fit. We thought the door had dropped 3mm after it transpired the fitter had used the incorrect screws (we then sent you the correct replacement allen screws free of charge).

The seal was still not able to move freely because of the gap at the bottom being too small. Regardless of whether it was a bubble or sweep seal, they should have both worked with a bottom gap of 7/8mm. In any event we would have sent you a new standard 8mm seal for whatever the reason but this would have not have fitted as an 8mm seal was already in place. We supply hundreds of these doors and had not come across this problem before.

After more than a couple of weeks we then received an email from you stating the gap was in fact around 5mm. When you let us know this we the rectified your problem by sourcing a 5mm seal for you and again supplying you this free of charge after our long telephone conversation discussing the problem. With issues like this it is best to work them out via email and attached images, so we can get the crux of the problem, we found it a more efficient way of dealing with technical issues. The real issue of the bottom gap size was in fact discovered after we asked you to email a photograph of the gap with a tape measure in situ showing the 5mm gap.

As a side note for any customers buying our bespoke shower doors, there were 2 issues regarding this door:

Firstly, the fitter didn't use the allen screws supplied to clamp the hinges to the glass.
Secondly, the fitter didn't use the spacer packers underneath the door (which raise the door from the base) so that the hinges can be wall marked at the correct height meaning the bottom 8mm seal fits perfectly.

These points are shown on the fitting instructions

We are pleased the door is now working and feel we do offer a great service and offer a guaranteed response in under 30 minutes of a normal working day. Your larger bespoke door was supplied with matt black hinges and fittings which look great and the amount paid offered you terrific value on a product that could easily be priced at over £1000 elsewhere.

We understand the frustrations of fitting a new bathroom, but want you to know we are here now and in the future should you have the need for any replacement seals or hinges.

Kindest Regards