Terrible Customer Service. Not worth the stress.
While I am generally happy with the worktop in terms of material and colour, unfortunately there were so many issues during installation, and the imperfections have caused me unnecessary stress.
Communication was terrible, I spoke to the sales person in shop and paid a deposit, a couple of men were sent out to measure and create a template. When measuring I was asked if I would be keeping the tap that was in place with a temporary plywood worktop. I said yes. Nothing more was said.
I took a day off work for the installation, when a separate team of fitters came out (agency workers) they told me that they could not fit the worktop unless a plumber came out and removed the tap. As I had taken the day off and had to have it fitted that day, I made several calls to plumbers and was charged for an emergency call out of £180 to take the tap off that day. After much debate with Royale Tiles about the poor communication and total lack of accountability (they argued that they thought there was no tap as it was newly fitted kitchen) even though the template men saw the working tap with their eyes), I was assured that I would be very happy with the end result and £80 was removed from the overall cost.
When the fitters came back that same day at 4pm to fit the worktop, they did not have the right size hole cutter for my tap and asked me if they could drill a bigger hole, they told me it would not matter and the tap base would be big enough to fit cover the holes. As I am not a professional plumber and trusted the word of this tradesman I agreed to allow them to drill a bigger hole. Unfortunately, I have now learned that taps do not work this way as the hole screw beneath the tap moves though the hole and it is not now possible to fit the tap with a tight fit.
There are also markings on the worktop that do not clean out. The worktop is quartz and therefore not cheap. I am now stuck with a misaligned tap, and markings on the work top.
There are also other issues where top drawers do not open easily and scrape the underside of the worktop and I am not able to easily remove the bin as I was before with the temporary worktop.
Really disappointing.
Risposta di Royale Tiles
We take all feedback seriously, but we must respectfully disagree with your account of events.
We pride ourselves on clear and consistent communication, and our records show that you were kept fully informed from the very start of your project.
While we always aim to resolve customer issues amicably, we have a strict zero-tolerance policy regarding the abuse of our staff.
During your interactions with our team, you were highly aggressive, shouted, used profanity, and displayed intimidating behavior toward our office employees.
Furthermore, when our builders arrived at your property to carry out the scheduled work, you continued with this aggressive and intimidating behaviour, including slamming the door in their face.
Our team's safety and well-being are our top priorities. We will not tolerate foul language or hostile behavior under any circumstances.
You threatened us with writing a bad review and ruining our reputation in an attempt to get our builders to complete tasks out of their jobscope.
Despite of all of this, we completed your project and on top of that we gave a generous discount.
We do not and will not tolerate any further abuse from you.
We now cease communication with you to protect our staff. We consider this matter closed.
Best regards,