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Business Profile

Plumbing Fixtures

Robinson Bath Centre
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:23/12/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Aug 17, 2024 went to Robinson bath as i was interested in purchasing items that are available in house as i was not sure how soon or how late i needed these items which the consultant (***** **********). The consultant then generated a list of items for me to review and see what i liked that she had picked out. Upon reviewing i had decided on a toilet with a bidet and a towel warmer. I then made a deposit on Aug 20, 2024 on the items and i had advised that i will be in touch to gather the items when we needed them. 121 days later (found out you have 120 days to file a charge back on credit card) i received an email that these items are ready for pick up. I had then advised the consultant via email that i no longer required the toilet and bidet as i had been advised that the toilet was included in my agreement with my contractor. Upon letting the consultant know she then made me aware or a restocking fee (applied on special ordered items), no where did the items i had discussed with the consultant were to be special ordered as i made consultant very aware when we had initially met “what ever items you have on hand”. Throughout the end of my correspondence with the consultant i had made her aware again of our conversation and did not receive a reply back which interpreted she no longer wishes to discuss the situation further. Im assuming commission had been paid to consultant which resulted in the company keeping my deposit but i feel i was swindled into losing my initial payment as the items i asked for nor did the items items listed on the quote and acknowledgement indicates that these were special ordered.

    The packing slip on the towel warmer shows a tracking number which shows it arrived at their location on Aug 26, 2024 at 11:38am. Why did she not call for pick up?Also if these were readily available why did the consultant wait for 120 days to pass to inform me that these have arrived when its clearly documented it arrived 6days after payment was made?

    Business Response

    Date: 31/12/2024

    To whom it may concern,

    Thank you for bringing the concern to our attention. We take customer feedback very seriously and appreciate the opportunity to address this matter.

    Summary of the Issue:
    The customer purchased items from our location, including products classified as “special order.” Unfortunately, there was a misunderstanding regarding the availability of these items, which led to an unexpected delay in delivery. Additionally, the customer experienced difficulties in reaching our sales consultant about the order status, special order terms, or associated restocking policies.

    We recognize that these gaps in communication contributed to the customer’s dissatisfaction, and we regret any inconvenience this caused.

    Actions Taken to Resolve the Issue:
    Direct Communication: We reached out to the customer personally to better understand her concerns and provide immediate support. She expressed appreciation for the outreach and was pleased with the solution we provided for her.
    Restocking Fee Waived: As a gesture of goodwill, we credited her for the restocking fee on the returned item.

    We deeply value our customers and are committed to providing an exceptional experience. While this situation was regrettable, we are grateful for the opportunity to learn and improve.

    If you require additional information or documentation regarding this case, please do not hesitate to contact me directly.

    Kindly,

     

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

    VP, Showroom Group

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

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

    Customer Answer

    Date: 02/01/2025

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    i would like to note that **** ******** had went above and beyond with resolving this matter! He had provided more information which provided more insight and this experience will not shy me away from any future business with them!  Thank you to the Robinson team



    Sincerely,



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

Robinson Bath Centre is BBB Accredited.

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