Review Time
Reuter has no customer service and doesn't answer complaints. I have contacted Reuter numerous times explaining that I have not been refunded for defective items which were collected nearly 2 months ago by their delivery company. All Reuter does is ask me to contact the delivery company to have the items collected, despite having been told repeatedly that the items have already been collected. I am out of pocket 1000 euros and Reuter doesn't care. Appalling service. No reply to email. Avoid at all costs.
Because of the bad reviews here I was not sure what to expect. But since Reuter (or other online shops with similar ratings) was the only way to get the the bathtub I wanted, I tried it.Well, I got it after a week. That is good. I used the premium option, but of course it was not sent out the next day by 2pm. Also the number of available pieces on the website did not change. I had my suspicions before, seems they are confirmed.So overall, I do not fully trust them, but you might get some things for a good price.Edit: The premium fee was reimbursed.
Ordered an item, to be delivered in 2 to 3 weeks. It has been more than a month now, and they still don't know when they will deliver it. Not to mention, they charged me the same day of the order, and I'm pretty sure they will give me a hard time on the cancelation.UPDATE: they sent an email saying they should have it by June 13th, and today is the 14th, and no news yet. I just emailed them to cancel the order, as I can't wait any longer. Of course, they already charged me from day one for the order (about 2 months ago).Another update: on 14th of june, they shipped it finally. :)
Ordered some bathroom fittings.These were poorly packaged. The box was ripped and 1 piece is missing. Already sent 3 emails without any response and hung 3 times on the phone for over 5 minutes without hearing anyone...Still waiting to get an answer from customer support.Edit: after writing this review customer support eventually contacted me. They sent me the missing piece. So in the end everything arrived.
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)
Unfortunately I also need to write a negative comment though overall the co-operation seemed to be positive. I have done only two purchases with them. First was ok, but now I need to send back the goods of my second order and this is the first time I encounter with the situation that the retailer promises, but does not help shipping the goods back. I understand that they are non-standard (and this also why I as an individual cannot send them myself), but ping-ponging me for three-weeks with false promises to come back on the issue is a bit too much. I am desparate as I see no way to exercise my rights to return the goods :(.
We bought the majority of our bathroom fittings from Reuter and its the biggest regret of all the decisions we made during our building project. 1) when the order arrived, there was a tap missing. They made us jump through hoops (when I say jump through hoops, I had to constantly chase them and follow up on their emails and they also asked me to print off an affidavit and sign it (which I dont in theory have an issue with but there could be a much more efficient way to do this))2) the missing tap debacle took so long (on their end) to process that it held up our bathroom installations by weeks (our plumber couldnt do the first fix without what I had ordered) so I had to ask them to take it back - but I already had the matching bottle trap so I asked if I could return that and they said no as it had been too long but actually out of goodwill then maybe they would take it once I covered the shipping costs. 3) their customer services emails are peppered with passive aggressive remarks like "As I told you in my previous email". 4) we ordered a bath and it was delivered with a crack in it. We ordered it in April, it arrived in May, our site was shut down until June (due to covid) - then the builders finished it in the summer and we moved in in September (2020). The bath has been leaking since day one - however the cracks are so fine (hairline cracks) that you wouldnt notice it. We thought it was an issue with the plumbing and asked the plumber to inspect it about 4 times - no one saw anything and kept telling me it was just splashes coming out of the bath. Finally in January I noticed these tiny cracks that are causing the leak and contacted Reuter about it. Their delightful customer services team has just stonewalled me and said too much time has passed. The bath arrived defected and unfortunately the cracks were so tiny I only found them. I spoke to the manufacturer who have told me that Reuter should help me to find a solution even if it is to get some out to repair them. I wish I had read all of these reviews before I purchased from them. It seems like people who give positive reviews are people who have zero issues with their order. They are so rude and unhelpful that I would just recommend trying to purchase from somewhere locally where you wont run into all of this hassle.
Update: despite the reply below from Reuter, suprise suprise, still no direct email from them! Don’t spend your hard earned money with a Company that has NO customer service.Bought Blanco sink & it is terrible & substandard, couldn’t find any direct email contact & their contact form didn’t work, so left negative review, received a message giving me an email address to write my complaint, so did this & NO response, chased them up & still NO reply. Terrible customer service!!!! Be warned if you have a problem they ignore you!! Very, unhappy customer...Thank you for your reply, funny that we replied on 24 November same day as your email & have now forwarded it 3 times but the email only arrives today! We look forward to a prompt reply.
Shocking service. I had an open communication by email which suddenly started to be ignored with no response for weeks. When I call, I'm informed that my query needs to be managed by someone in a different department and they will contact me but that never happens. I can't stress how poor the customer service is with this company and I implore people to avoid using their services (despite the reduced prices)
Claim your business profile now and gain access to all features and respond to customer reviews.
Reuter Shop, your specialist for sanitary products and bathroom design.
hillmangear.com
homelet.co.uk
nookmart.com
surrealgrowth.com
betterlifeuae.com
buffbodybutlers.co.uk
aedcpr.com
paddywagontours.com
mwave.com.au
donuma.com