“I’ve yet to install the radiator so this review is purely based on the applying customer service I received.
I submitted an initial order of 10+ radiators and the next day cancelled two of the radiators. I immediately received an email saying I would receive a refund for the two cancelled radiators within “1-2 working days”. Fast forward a week and still no refund. I called and at first was told BM had no record of the cancellation. In fact, I had to send them back the email I’d received from them confirming the cancellation before they would even acknowledge the cancellation! I was then told I’d receive my refund by the end of that day. Alas, a few more days went by and still no refund despite more calls into BM’s call centre.
Eventually, 10 days after my initial order the delivery turned up and to my dismay it included the two cancelled radiators! I immediately called and told them the two radiators had been cancelled 9 days earlier. No apology was forthcoming and I was told that “as a gesture of goodwill” BM would pick up the radiators for free. The cheek of it!
On top of this, my initial order included pipes for the radiators. I scheduled the whole order to arrive on a certain date (to coincide with my plumber starting work) but regrettably all the pipes were missing from the delivery, despite receiving no prior courtesy warning. Cue a few more phone calls to BM’s generally useless call centre to find out where they were. They eventually turned up 4/5 days.
All in all, a complete customer service disaster from start to finish.”
“I purchased the wrong valve, needed straight valves, instead ordered angle valves. I went to exchange these, however I was told they WILL not do this as the white recycled flimsy cardboard box it came had a little bit of dust on it. I explained the item was untouched and the recycled cardboard box can easily be replaced as it most probably worth 10p and they will have thousands of these to hand, but blatantly refused! Even though I spent thousands on radiators for the whole house. I am gob smacked at how petty they were! There was no common sense procedure used, absolutely shocking! Never ever again!”
“Ordered a door, needed a smaller size due to change in measurements. To return and re order was crazy! To send back cost is £60!
Would not buy from here again”
Thank you for letting us know, and we are really sorry for the inconvenience caused.
We are getting back to you directly regarding this matter and will assist you further as soon as possible.
Kind regards,
Taimoor
“The item arrived broken, I called to be sworn at by the customer services agent, I was promised a replacement to arrive by 21st, and was advised by two member of staff (Rob - head of customer services) they would personally track the parcel and if any slip in delivery address i woukd be updated - no update received. I contacted late afternoon on 21st April to be promised a callback with an update - STILL WAITING!
I called first thing on 22nd April to ascertain what delivery issue is, again to be promised a callback from Rob or Lauren between 11am and 12noon - again STILL.WAITING!
I called back yesterday afternoon to be told by Lauren she had no idea she was to call back - she also promised that Rob woukd contact me this morning..... alas still waiting. While the tap arrived fit for purpose second time round the customer service has been abismil and I certainly wont be recommending or using this company again”
“Radiators did not arrive on the day that I booked, when the delivery did arrive it didn't include the 6 radiators, only the valves! The customer services team were responsive and said they would sort it. The radiators then arrived a few days later. A few days later, 6 more radiators were delivered (boxes very damaged). I then emailed again and they arranged for the extra radiators to be collected but when the delivery company came to collect they didn't know what they were collecting and the builder had a challenge to sort it out with the driver. What a pickle . Radiators yet to be installed so I can't comment here but the delivery was a pain!!”
