"Surprisingly poor customer serice"

A review of Marble Hill Fireplaces Ltd by Anonymous written on Friday 15th of November 2013

We received very disappointing customer service from Marble Hill Fireplaces today. Others dealing with this business should be aware that it's a small family run operation- and the customer service attitude of the couple running it is surprisingly poor.

We were asked to pay in advance for the fitting of a Flue in one chimney (a considerable sum- £1600). A date and time for fitting was confirmed by email. The fitter failed to turn up. This in turn meant that our bricklayer (who waited for a number of hours) then went home and told us he would charge us his full fee (over £600).

I called Marble Hill Fireplaces. One of the co-owners of the business spoke with me. She was not in any way apologetic about the expense, stress and inconvenience caused. On the contrary, she told me that they had not committed to a particular day or time (which is untrue- she'd actually confirmed this herself by email) and made it clear that they would absolutely not reimburse any of their £1600 upfront payment to compensate us for any charges levied by our bricklayer.

It's understandable that things crop up which mean appointments need to change (one of the Flue fitters' wives was in labour) however- Marble Hill's office should have called to let us know. Then- when we told them about the inconvenience and expense they had caused- they should not have taken the unapologetic, unreasonable approach that they took.

I asked to speak to someone more senior at the company however it was made very clear that I was speaking with a co-owner and there was no one else to speak with.

We certainly won't use this business again- given the customer service approach coupled with upfront payment (it would appear that once they have received payment, they are no longer interested in customer satisfaction). We'd advise others to think carefully before using this business ahead of other, perhaps bigger, outlets.

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