ComplaintsforRoyal Bath Place

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a vanity, a mirror, and backsplash on the phone.The order was $2080 plus shipping.Vanity was missing 2 sink clamps, the mirror place on back where you hang the mirror was several inches difference, they werent level.Also the counter top is damaged, There is a small area of cement or glue.As well as there are bumps of something all over the surface.I contacted the store several times via phone and email.I never received a proper or complete answer.I advised *** or ***** that the contractor was here on Oct 12 and 13 th only.They said they could swap out the mirror on Friday, and the sink clamps but could not hang or install.I told them that the contractor fixed the mirror, ant additional hour. the counter top was never addressed a second time. I was told to put water on it, and if that didnt work put goop on it.I asked what goop was and never got a response.I am a disabled senior , and I think that is why I was being ignored.At one point *** said didnt the driver open the box so you could inspect the Contents. No he did not.I received an email on the following Monday saying they could bring a new mirror and hang it.They knew it was hung up because I asked them to reimburse me for the additional expense to fix the mirror.I have also noticed that there are areas of the cabinet where there is chipped paint- maybe this was a floor model.I am asking for $500 plus the $89 dollars for shipping to be credited back to my credit card or to receive a check. I also think they should be admonished how rude, and unhelpful.At one point one of the man was shouting at me on the phone.

  Business response

  11/02/2022

  As per our phone conversation with Mrs. ****** we informed her that the mirror was fully hangable as the measurements she sent was not correct as you can see in her pictures. The measuring tape is not level. We did offer to switch out the top the next day, if she was unable to clean it off with goof off, she said that would not work as her guys would not come back to install. We take great pride in ensuring our clients are happy with their new bathroom, unfortunately Mrs. ***** was using unlicensed contractors who in our opinion is not being fair to Mrs. ***** The offer still stands for replacement  mirror and Top for Mrs. ***** She is not happy with that as she wants us to install which is against the **** We are not contractors and we will not break any laws on the insistence of any client. We offered numerous times to Mrs. ***** to replace any items she was unhappy with and she would accept the offer as she wants us to install.  

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer response

  11/02/2022

   
  Complaint: 18239602
  
  I am rejecting this response because:they had insurance , they were handy man and are not required by the **************** to be licensed. The measurements on the mirror as pictured were incorrect and you offered to change out the mirror but said you could not rehang it until after I told you it was hung then you said you could hang it a new one you never offered to change out the top of the vanity ever he told me to get some goop which I asked you what it was and you never responded and you said it would take care of everything so theres a huge misunderstanding here you did not even address the sink clamps which one was broken and one was missing on the right side.My building would never allow anyone unlicensed person to do work here.I had to pay the workers extra time to fix the mirror to make it hangable and I feel there was some *** of ageism hereI would gladly except a new counter top, if it could be installed, or if they could arrange for someone to removed the present one without damage to the cabinet and sink and installing a new one.
  
  Sincerely,
  
  *******************

  Business response

  11/15/2022

  Good Afternoon,

          We tried multiple times to make Mrs. ***** happy to no avail. We told her that we can replace the mirror the next day. She said No as she wanted done right away and we could not do it until next day. (See pics) We DID NOT tell her to put water on it, we asked her to apply goof off or denatured alcohol to clean the top after installation was complete. She keeps saying we told her water, INCORRECT. (See pics). We take customer service very seriously as our first priority. In Mrs. ***** case she had the order delivered and verified in good condition (See pics), then two weeks later she insists we exchange products that we cant exchange same day. We are sorry she is not happy with her new bathroom as we strive to have everyone love their new bathroom. Unfortunately, she is not telling the truth as she stated her "contractor" was licensed and wasnt, we only told her to put water on the vanity top, and that we wouldnt switch out vanity.

     

  Customer response

  11/16/2022

   
  Complaint: 18239602
  
  I am rejecting this response because:please see attached said pour water on it, As I said in my previous answer I hired an insured handyman, in the **************** handyman dont have to be licensed.Also as I stated upon delivery, nothing was inspected, I was questioned by *** if the delivery person opened the cartons to show me the contents , he did not.What did In lie about?I was offered a new replacement mirror to be delivered a few days later , and I was to hang it or arrange to hang it. I was also told I wouldnt be given a time for the  delivery.The handy man said he could fix it it would take some time.

  I told him to hang it.I also told Royal Bath what occurred.Sunday night I received an email that they would come with a replacement mirror and hang it. I had already told them that it  was corrected and hung the previous Thursday.

  
  
  Sincerely,
  
  *******************

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