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Réponse de North East Water Softeners

28 mars 2024

Hi Matt

We are so sorry you were not happy with the product you received! We do have a small team, but they are always on hand to help and if we had known about your issue through an email or call we would have really loved to have had the chance to chat this over with you.

We order our cabinets directly from Harvey Water Softeners, but are sorry the quality didn't hit the mark for you on this occasion. It would be great to see your placement of the external cabinet - as it does not need to be sliced with a grinder. Perhaps seeing the issue may help us in future with any other customers who could potentially also think this.

I know the team have been trying to get in touch already and so hopefully we can go over and beyond to help sort this out for you and make you one of our happy customers! I wish we had known sooner about this issue to get it resolved for you prior, but hopefully we can do this now - whether that be a full refund or another solution you see fit.

Have a lovely Easter :)

Réponse de North East Water Softeners

Actualisé le 10 avr. 2024

Thank you so much Js! We were more than happy to help!

Hi Js!

We are really sorry for this issue. It appears we have had 3 issues with our suppliers Harvey Water Softeners in the last week and its really unfortunate for us and our team. Our team work very hard to make sure customers are happy and are quick off the mark to try and resolve any issues. However, in this case we have been the middle man in supplying process and have had a lack of control with regards to the shipment and delivery.

When a customer orders this filter, it is ordered direct from our supplier Harvey Water Softeners and shipped to the customer. In this case, it seems like there has been a miscommunication from the supplier for when this item was shipped and stock levels from the supplier.

This is totally unacceptable and we have taken the issue very seriously - as a result we have removed the filter entirely from the website and won't be supplying this product moving forward unless the stock is within our control, which will avoid this happening in future.

Catherine on the sales team has been in touch already and we are taking this issue very seriously to get this resolved for you to a satisfactory level. Let us know how we can help any further :)

Réponse de North East Water Softeners

Actualisé le 28 mars 2024

Hi Ashley!

As a small team we pride ourselves on customer service and going over and beyond to resolve any issues from our customers. We had no trace of you original email in our inbox (we understand you sent it but we have genuinely looked and looked for it wondering if maybe we missed it, but have no trace) and when we saw your review have since tried to contact you daily to get in touch.

We are so sorry that your item arrived damaged! We order our cabinets directly from "Harvey Water Softeners" who send the product to the customer from their warehouse, and so in this case we did not actually send the cabinet from our warehouse. We have had a couple of issues with the supplier over the last week which is really unfortunate for the girls in the office but we are taking very seriously. As the middle man in this case, occasionally items can be damaged in transit and this is rare but unacceptable and not something we take lightly. We offer a full pick up service, free return and replacement for any items which are received damaged.

I understand Catherine has already offered to provide you with a new cabinet and pick up the damaged one, but have been told you have already installed this item with a client/customer - providing discount to them for the damage. We therefore can offer you the discounted amount in a refund and any money that was lost as a result of this and can again only apologise for this.

We are really sorry for the issue from our cabinet supplier and that you had an issue in the first place, we really don't want a single customer to be dissatisfied. We are really hot on our emails and incoming calls into the office and so are disappointed we can't find the original email - Chelsea and Catherine in the office are great, or the managing director Hazel will go over and beyond to resolve the issue in any other way for you.