jean f.

Several attempts to contact Customer Services by e-mail and letter (last letter sent on the 10th October - to date no reply - 7th November) subsequently on contacting firm by telephone regarding my complaint which was minor i. E. refund of the sum of £7.68 which was the result of me having me to return the item a second time as the first one was sent to Darlington and not Co. Durham albeit that the Darlington address etc. is still shown on their website - Consequently I felt that this was not my fault and if the Darlington office was defunct all information regarding same should be removed from their website. However, I was advised in no uncertain terms and I would not be refunded this additional courier charge. Asking to speak to speak to a Manager I was was advised that they do not have Managers and that I could speak to a colleague "Sarah" on asking Sarah's surname I was told that they do not give out surnames WHY - Having been in the workplace for over 50 years this is the first occasion that I have been told that a firm (of this size) does not have a Manager and surnames are not given. Do not be swayed by slick advertising of this Company - money should be channeled into improving their Customer Service as their attitude is 'Take it or Leave it' I cannot comment on the quality of their products as I returned the toilet seat to them in its original packaging. I thank my lucky stars that it was only a toilet seat I ordered - shudder to think if it was a bathroom suite!

I purchased a toilet seat which was duly delivered but bore no resemblance to the colour displayed on their website. No problem, I returned same to them at Darlington which address is on their website only to be advised by the courier that there was 'no recipient at this address'. On phoning Bella Bathrooms I was informed that I should have returned same to their Co. Durham address which I duly did incurring me in extra expense in courier charges. As I did not consider that this was my fault I requested reimbursement of the cost of the additional courier charge. I then received an e-mail saying "I am not sure where you got that address from as all our forms show the correct address and that they would not cover any other costs only the product that they receive' I then sent a letter with a copy of the Returns Form showing the address "Darlington" which I had downloaded from their website and which original form was enclosed with the returned item. On speaking to their Customer Service Department (they do not have a Manager/Supervisor/ simply some person with a christian name - no surnames are given! WHY? I was advised that I must have logged into an old link and they didn't know how this had occurred Simple, it was on their website and my argument was that if this was now a defunct address it should have been removed and their website brought up to date. However I was duly informed that under no circumstances would I be refunded for the additional courier charge. I wrote a letter of complaint on the 10th October to which I have not had the courtesy of a reply (now the 7th November) I also sent an e-mail complaining of their lack of service and cavalier attitude towards their customers - again no reply. I cannot comment on the quality of the product as this was returned in its original packaging but I would certainly NEVER do business with this firm again and UNDER NO CIRCUMSTANCES would I recommend them. I thank my lucky stars that it was only a toilet seat I had ordered.