ComplaintsforBath1

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **************,1- 12-2024 As ********** Mgr., one of your primary goals is to create a positive customer service experience for online purchases. I didnt have any other alternatives but to make contact with you.Mistakes can and will occur in any business. However, how its handled is altogether another matter. **************** is a key element to the success of any transaction.I was given contact information of companies that would be able to offer me the style vanities I was interested in purchasing. I'd spent countless hours researching the ************ vanities of interest, making certain the fit was exact for our bathrooms. I paid a contractor to make certain the measurements for both bathroom vanities were exact.On December 11th, I had discussions with a sales representative for Bath1. On December 12th and 13th additional emails followed. It was quite apparent the measurements for the vanities that I was requesting were inaccurately entered by someone within the Bath1 organization.It wasnt until January 3rd, a full 21 days later,17 when I received a follow up reply. In the meantime, I made payment in full on 12-15-2023 for the vanities thinking the obvious error would be corrected. To my dismay, it wasn't corrected.I now have vanities arriving to my home today, that shouldnt have been shipped, knowing there were issues with the initial order. By the way, it was stated the product wouldnt be available for shipment until the end of January. I'm sending you emails to back up earlier discussions to put the entire progression into perspective.The sales manager didnt appear concerned about the order when I addressed it with her. Her exact words were, if it doesnt meet your expectations, a carrier will return it to us. Youll be refunded and well be done with it. Not exactly encouraging words, when all I want is for the proper measurements be made for the vanities I ordered. Thank you in advance for your assistance,***************************

  Customer response

  01/17/2024

  Yes, I'm located in **************, ** and the complaint is against Bath1.  This was an online purchase transaction with Bath1 and I registered the complaint with the BBB where Bath1 is located.

  Customer response

  02/29/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  From my initial phone call back on 12/10/23 or 12/11/23, (I not certain of the exact day) I made it very clear of the dimensions for both vanities that was discussed with the sales representatvie, ****. I then get various emails from her concerning the dimensions.  Here's some email regarding the dimensions of both vanities.  What occurred should never had happen.  There was plenty of time to correct the dimension errors. In fact the smaller vanity dimension shipped was 28.5" x 22".  I ordered 28" x 22".  I was willing to accept the 1/2" width to the smaller vanity dimension.  I had no wiggle room on the depth of the larger vanity dimension.  The original dimension 37" x *****" must be shipped with this exact measurement.  

  Subject: Re: PO 32186
  Date: Thu, 4 Jan 2024 11:35:37 -0600
  From: *************************** <******************>
  To: ********************************
  
  ****,
  I must have the second vanity to meet the exact measurements of 28"x22".  We had discussed measurements for both vanities during my initial phone call with you.  Please be sure the exact measurement for the second/smaller vanity is made.  I don't have room for an additional 1/4" in depth.
  The other/larger vanity measuring 37" wide x *****" depth is perfect.
  Thanks for verifying rectangular sinks are center mounted and of course, are both white.
  Shipping by the end of ******* is just fine as well.
  Thanks for your assistance with these orders.
  *****
  
  Regards,
  
  ***************************
  
  
  

  
  

  

  Business response

  03/01/2024

  Bath1 has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
   
  
  
  The business provided the following additional details:

  In response to ********************, Claim ID #********.

   

  Trumbull Industries/Bath1 considers this matter resolved, given that the customer has been reimbursed in full.

   

  Thank you!!!

   

  ***********************************

  Trumbull Industries eCommerce

  Customer Advocate Team Manager

  400 ***************

  ******, **  44483

  **************

  
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩