Have had an absolute nightmare with this company trying to return two toilets. The return process is ridiculous and lengthy and they don't respond promptly at all. It's all based on china and actually impossible to get to a real human initially. The man on the phone didn't understand my request.
They also insist on returning the toilet on a pallet and that they can't accept the return without one despite no pallet coming with the item. So we had to source our own pallets just to return these items - ridiculous.
I bought two toilets - neither of which fit the plumbing in my bathroom so have to be returned. One had a diagram which made out the trap was at the back of the toilet whereas in fact it was in the middle so false advertising in my opinion.
They seem unable to return them both items at the same time and therefore insist on charging me the £57 odd return fee PER ITEM. I don't understand why they can't return both items together at a later date.
They state they have a showroom in Birmingham but every customer service platform is based in china. They also avoid answering your questions - not sure if that's a language barrier or an avoidance.
£120 down for two unsuccessful items - I certainly won't be ordering from this company again.
They have replied saying they will definitely provide a solution to which they have none. Avoid this company!
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