This is the first time I have posted a negative review on anything. I would give no stars if an option. In response to a different negative review, the owner of Anew Kitchen & Bath said: "Great customer service is keeping the clients informed and inspecting the items before they leave the warehouse because we value our clients time". This certainly was not the case with me. I ordered a sink and shower items and there were problems with both, as well as a lack of courtesy and respect. Anew knew I had anticipated buying additional items for my total bathroom renovation. As I received unacceptable customer service from Anew, these items were purchased elsewhere; better service, delivery and less cost.
Sink: I ordered from Anew a Lenova PU-01 sink, which (along with the shower items) I was required to pay in full when placing the order. The sales person told me he had this PU-01 sink in inventory, knowing I needed this specific sink. The Anew sales person delivered a box to me on 4/26/24, which was to be the correct sink. The box showed a very different item number UB 903 W-2-PN. It was the wrong sink and had different dimensions than what I had ordered and needed. Also, the sink had been discarded as there was no wrapping around it. (A correct PU-01 sink I received in the past was very well wrapped). Contrary to the statement of "great customer service" the box and sink were not inspected by the warehouse or by the sales person who brought the box. On 5/3/24, the sales person said he would deliver the correct sink upon closing at 5 pm. He only came at 7:35 pm as he had done something with his family. When telling him of the problems caused by Anew, without my asking, he said he would see about doing something for me. The next day he sent an email: "I didn't forget about you! [The owner] Vicki's not in today but I will sit down with her when she's back in the office on Tuesday and let you know what I can do." He never got back to me even after my sending 2 follow-up emails over a 2 month period asking for a response (even if it was a statement that I would get no accommodation). I was ignored!
Shower Items: When the items were not delivered in the time promised, I called the sales person for an update. He said he did not know. He had not followed up on his own. When delivered, the shower hose was missing. The failure to follow up on delivery, not keeping me informed and not checking if all items were there are also opposite of "great customer service" as defined by the owner.
Ultimately I reached out to the owner. When not available when I called, I sent a detailed email about what had occurred. The only response from the owner (email): "Hello Sue. I had asked [the sales person] we delivered the correct sink to you months ago. He delivered the correct one and picked up the other. We were under the impression that everything was okay. Please let me know if there is something else." I was surprised at the owner's disingenuous, "slap in the face" response. I resent my detailed email of the problems, asking for an explanation and that clearly, as stated, everything was not okay. I emphasized that I was contacting her after being ignored by the sales person, which showed a lack of courtesy and respect. No response! Here, again, I was ignored!
My total bathroom renovation went quite well, except for my very bad experience with Anew. Again, this is the first time I have posted a negative review on anything. read more
