Ergonomic Design Tracking Order Status

Bought two Hansgrohe showers almost two years ago at a very keen price. One developed a split in a pipe which was obviously due to a manufacturing defect. Was asked to send a video of the leak. They then contacted the manufactured who sent a replacement part within a few days.

I've had the best experience and Feb customer service. I ordered a few items and the bath panel was damaged, I followed the instruction which was easy and uploaded pictures. They arranged a redwliver and pick up which I recieved a couple.of days later. You have to expect that some times items will be damaged its how the company then deals with putting it right and this company was great, I couldn't have asked for more!

Purchased their Solar Matt Black Concealed Shower Mixer Pack - Square 2 Way Triple Set (SOLSPACK12) on 04MAY2021. The product arrived in plain white boxes without documentation and manufacturer details. Although the appliance works without problems so far, after a couple of months the thermostat button started accummulating sediment (consistent with water hardness) and 3-4 months later, this and other surfaces started peeling off. On contacting the firm recently they “concluded” that “poor maintenance” is to blame and said that I should clean sediments with white vinegar, whereas the online manual recommends “not to use abrasive agents”. They decided that the “peeling off” is due to “wear and tear which is not covered by the warranty” and also mentioned a “one year warranty”, whereas they quote “2 years” on their website. More than a moth later, I am still waiting to hear about their allegedly contacting the manufacturers (whose details are not revealed) for spares.

I ordered the Horizon Venus 564mm Polymarble Countertop Wash Basin. The contact with Ergonomics Designs customer service was good but unfortunately not with the courier company. They informed me that I had to wait for my parcel between 11am and 7pm and sign it, which I consider to be a nightmare as I work. I received a basin with a large scratch inside. However, the complaint process went very well, customer service apologized for the inconvenience and within a few hours I was informed that I would receive a new basin the next day. But again, no one could tell me approximately when it would happen. This was a huge inconvenience, I made a few calls and wrote emails to Ergonomic Designs customer service about it, found it very stressful. I received my package the next day, but very early in the morning, before anyone informed me of the delivery time. I felt uncomfortable when the supplier knocked on the door and then rang quite insistently. If you care about customer satisfaction, please improve communication between the courier company and customers or change the supplier.

The bath I purchased did not look like the pictures once installed. I contacted the company and received conflicting information from two customer service advisors that were both apparently 'from the manufacturer'. The end result was that the bath panel should not sit flush as advertised on the pictures when purchased, they said sorry and that they were then looking into amending the website pictures....