We're extremely disappointed by this review, as we believe it to be both unjust and misleading.
To clarify: the products in question were supplied only, and we were not contracted to install anything — nor do we currently offer installation services. Expecting us to cover the cost of a third-party fitting is like asking Currys to reinstall a wall-mounted TV they sold but didn’t fit — it’s completely unreasonable.
Despite this, we still went above and beyond. We spent hours chasing the supplier on your behalf — through phone calls, emails, and even face-to-face discussions with their representative — to obtain a resolution. The supplier initially blamed chemical use, and we challenged that, arguing it was a product fault. Thanks to our persistence, we secured a free-of-charge replacement.
Your claim that our aftercare was “appalling” completely overlooks the efforts we made long after the sale, with no gain to us, and despite the issue likely being tied to fitting or cleaning practices — matters outside our control.
It’s particularly disappointing to receive a 1-star review — not for any service failure — but because we reasonably declined to pay for a reinstallation we were never part of. After five years in business, this is the first review we’ve ever received below 4 stars, which speaks volumes about the fairness and accuracy of this feedback which seeks to unfairly damage the reputation of a local independent business which has always strived to provide an exemplary service.
We remain proud of our reputation for transparency, integrity, and customer support — but we also expect that efforts made in good faith are recognised. This review, unfortunately, does not reflect what actually happened.
Update to Customer's Edited Response – 23 May 2025
Further to our previous response, we would like to reiterate that we provided a replacement product at no additional cost, fulfilling our obligations under the terms of the sales contract. This means we are not in breach of contract, nor are we liable for reinstallation, as you suggest.
At no point did we accuse you of anything. We passed on the suppliers’ comments and their advice to refer to the fitting and care instructions provided in the box. We reiterate we challenged the supplier and worked on YOUR behalf to secure a free replacement – something we did in good faith.
We must be clear: your public claims that we accused you or failed in our contractual duties are both inaccurate and an unfair representation of events, in legal terms this is defamation and could have a serious impact on our reputation.
We have acted responsibly and professionally throughout and whilst we sympathise with your frustration regarding reinstallation, a 1-star review under these circumstances is not a fair reflection of the service provided.
