Wet Walls & Ceilings Avis 

This is my second attempt to write this review, as my initial review was rather incomplete and I felt the response I had from the company was rather insulting, so I actually deleted my 1st review.

We purchased 4 x Pearl White 1m x 2.4m Wide Wall Panel around late July 2020 in time for our bathroom renovation and we paid around £275. ( Affordable and reasonable price when compared to other trade companies)
We chose this company after researching customer reviews and also the affordability of price.

We received the panels soon after in timely manner however, we failed to check them immediately. This was due to personal circumstances and space management in terms of storing 4 fragile panels which were meant to be used immediately but that was no longer the case. Our bathroom renovation was delayed as a result of water leak and further arrangements that were required in order to repair.
We misjudged the "packaging" those panels were in was adequate and the panels would be in perfect condition.

Due to the delays on our behalf our bathroom plumber had to re-arrange his diary and push back our installation date to late August (21/08/20).

On 20th August me and my husband decided to open the packaging just to make sure everything was as it should be.

We discovered that 3 out of 4 panels were damaged ( two had bad broken off corners, one had around 30cm long damage on the edge).

We immediately contacted the company, and their first response was to blame why we had delayed it for almost a month, as their website t&c states you must report any damage goods within 24h of receipt.

Objectively speaking - most people do/should do/would do! Subjectively speaking in our defence - we had reasons why we couldn't/didn't do!

regardless we insisted our goods were replaced - they could not be used.

we spoke to "ANDY", the manager who conveyed what his "BOSS" had said. We had two options either get a full refund for all the goods or they will send us 3 replacement panels at £29.00 each.

We discussed our options, and we were not in a position to look for new panels, as our installation was set due in the morning!

We agreed to pay the extra £87 and receive them the next day.

As a consumer I know there could have been a compromise, but there wasn't. Although Andy did not insinuate it, he claimed his BOSS said that the panels may have been damaged while we were trying to install them.

This is a ridiculous allegation to make to someone who is a genuine customer.

At that point we just gave up the battle, it was not going anywhere and it was just waste of time and energy to continue disputing.

On 21st August 2020 we received the panels as arranged.

The delivery driver requested I took photos while the panels were in the van, in order to capture the damage of packaging and bad handling from the wear-house team that loaded them on to the truck.

Then we unpacked the panels, to discover one damaged with a bad dent on the back, reported that and got a refund of £29.

There was a second damaged panel - this could be worked with as it was not going to be used directly in the shower itself. Hence we thought we can live with that and not report that as damaged.

Now we are in a position where we have ordered 7 panels in total, used 4, 3 will be going to waste, because the seller failed to wrap them adequately, blamed the delivery companies for mishandling and us for not reporting within 24h.
If we had damaged those panels while trying to instal we would not be looking to pay for new panels, so this negates the claim/suggestion that we had done that.

I strongly believe it is the sellers responsibility to ensure goods are wrapped and packaged well enough to reach the buyers destination, if you are providing an online service and delivery.

Unfortunately the panels were not wrapped adequately.
Panels were placed in cardboard, then polyester pieces around them and a black cling foil to wrap the whole item.
There was no bubble wrapping or "fragile handle with care" warning message.

it is now 20:00 in the evening, 4 panels have been placed and the plumber has just said the panels are not of great quality, they are in fact of poor quality, they are not tongue and groove, as they don't pull together as they should, there is an obvious line. They are supposed to fit strongly joined together so no lines can be seen. They don't ...

just really disappointed and not interested in any response or excuse from the company, the reason I took time to sit and write this review is to give an insight of what we have experienced, and I hope no one else experiences the same.

Shame!

Fantastic customer service and really quick delivery times.

After writing a two star review yesterday I spoke to someone called Andy who phoned to make a full apology, with the help of Alan and a wonderful delivery driver ( don’t know his name) they have replaced all my wetwall and trims the next day free of charge which means I can finally get my shower back in. The reason for only 4 stars is because of the broken panels and the need to replace them and for the delivery service which is tnt. If this had been how it was the first time then it would of more than likely been a five star.

Called for info about the panels.Chap on the phone was very helpful. I ordered on line, click and collect, and collected the panels a couple of days later. They were in stock, so I could have collected the next day if necessary. I'm pleased with the panels, much easier and cleaner than tiles. Also cheaper. Great value.

everything was fine, samples were good and helps us decide what we want to do when you can see the sample, just need to make our minds up now.
thank you

Excellent quality and fast delivery, would highly recommend

Great price and choice and fast delivery.

High recommend, ordered on 2 separate occasions and each time I've had first class treatment.... Andy worked out how many packs I needed from my measurements and it was no hassle to him at all.... First class service and delivery....

Great prices and collection was simple, even during Covid. Excellent service all round.

Excellent service, I ordered wall & ceiling panels on line for click and collect, went to collect and order was sitting waiting for me

Bathroom ceiling and walls.
Material's arrived sooner than expected packed exceptionally well not to allow any damages. Installation went exceptionally well (Down side was the adhesive wasn't as good as I would have liked) but hot the job done and looks good.
Another down side I now have another 2 bathroom's to do)

Good pricing, easy to identify amount required and order. Delivery was prompt and the product looks great when fitted

Delivery service prompt.

Samples unmarked & all just off cuts & different shapes & sizes in a plain envelope, no delivery note or reference.
Quality mediocre.
A bit disappointing as had two shower rooms to do.

I just deleted a 5 star review with my name against it. I didn't post this glowing review. I think Fruugo are a shower of fraudsters. They reply to all complaints with the message that a member of customer services will be in touch - forget it. You'll never get a refund from them. Cut your losses and never go near them again.

First class service!
Items delivered at time stated.
Good quality! Would definitely buy from them again!

Everything was received well packaged and protected.

Only issue was the delivery company only delivered 2of the 3 parcels and we had to chase to get the 3rd parcel the following day. Not the fault of wet walls.

Only ordered samples but they came quickly and were good quality

Quick delivery. Brilliant customer service to resolve issues. Have used this company in past. Used again recently and still highly recommend.