Great prices but very poor customer service -- don't order ceramics!I have ordered many times from Reuter shop/Reuter and the orders were all complete, delivered quickly and the prices are good for high quality brands like Groehe. I have spent more than €5k with them over several years.In March 2020 I ordered a sink from them and it was an unmitigated disaster. It took nearly one year to resolve the issue. They are not able to properly arrange collection of damaged/incorrect items from Ireland, so you are taking a significant risk when ordering. My advice is that you should not under any circumstance order anything that could be easily damaged (e.g., ceramics, glass, etc.) in transit. It is slightly safer to order taps/shower fixtures etc. (knowing of course that there are plumbing differences between Irish and German fixtures).Here is a summary timeline:- March 2020 ~€230 Sink arrived damaged. The packaging by Reuter was poor, the courier did not mistreat the parcel. I notified them the same day. They arranged collection of the damaged item (Note: You need to contact service directly if you need a return… the website/web interface was very confusing as it suggests you need to arrange courier services yourself). I sent a photo of the damage.- April No courier arrived.- April/May/June/July I arranged collection again, no collection… again, and again, and again.- July, I rang UPS with the collection number and they informed me that the address was so badly mangled that they could not collect it and they could not edit the address. Reuter had an IT systems problem that was sending bad addresses. - July. I told Reuter about the IT systems issue on their end. They could not fix it. - July. Reuter sent me a replacement sink, which was greatly appreciated after waiting since March. They still wanted the damaged sink back. They asked me to arrange delivery myself. The price was approx. €100 with UPS and they would not pay it. They said they would arrange collection again. Guess what happened! They did not contact me back when I told them about this.- I forgot about the damaged sink at this point which had been gathering dust in my hallway. - In December I received a letter threatening legal action for the payment on the replacement sink. It was sent to my old address, not my current address. I contacted them and told them to come collect the damaged sink.- In January 2021 Reuter told me that they could still could not arrange collection due to an IT issue between themselves and UPS. - In Jan/Feb they sent me a label to print and I was to bring it to a UPS collection point. This was outside my COVID zone, so I waited until I received a different order by UPS and asked the driver to take this sink back. He kindly agreed.- At the end of Feb 2021 (almost 12 months later) I received an ‘invoice correction’ notice. I hope never to hear from them again.I have lost track of how many message I have sent to Reuter -- it was a huge time sink. They were always polite, but they never really worked to resolve the issue and I believe the IT problem is still there today. If they tell you that the courier called and you were not home, that is not true. I have been permanently home since last March due to COVID19 and the courier never called, ever! (My smart doorbell agrees)
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Reuter Shop, your specialist for sanitary products and bathroom design.
