Believe all the negative feedback they have received.
Our travertine tiles were purchased in March and had to wait several weeks to receive our purchase. The tiles were delivered on the 31st May, however one of the pallets came damaged and the other pallet was shrink wrapped incorrectly. Many of the tiles arrived damaged, crumble and broken. The truck driver said he was going to pass photos to a team member. I in turn had contacted HS immediately and was told by Alana to count the damaged tiles. I responded within a few days, it took me 2 hours to unpack and count this on my own. No photos and no claims forms were requested at the time.
Between the time of our conversation from delivery to the 8 June, it was confirmed that the tiles were picked and ready for dispatch, yet to-date we have not received the replacements which has hindered the completion date of finishing the backyard. I contacted Alana 4 times via email with no response, only to find out on the 2 July (nearly 5 weeks in) when I called HS that she was no longer with the business. Why on earth wouldn't the management team arrange for her email account to be facilitated, thus ensuring clients would continue to be provided with customer service is beyond me!
It is not our issue or responsibility that their staff did not follow the correct process when dealing with the damaged and unusable stock we received. It is also not our problem that management had not put anyone in charge of Alana's emails and thus ensuring that clients are provided the customer service care they should be entitled to within a reasonable time.
My husband and I have made several calls and sent numerous emails trying to find a remedy of this. We have been lied to. We were told the tiles are with the delivery company. We were told they wouldn't be sent until a bigger delivery to QLD would happen. We were told they would be sent on a smaller truck to a depot in Brisbane for us to pick up from. We were offered to pay for freight (again) to have them sent. But still nothing has been done. We are now over 2months of getting this sorted.
We have felt ignored, pushed around and led to run in circles only because this company is refusing to address our situation, which is border line bullying. We are now over 2 months in and still nothing is being resolved and the grass area that the pallet has been sitting on all this time is also destroyed after paying a landscaper for it too, which we should be compensated for.
I have been more than patient, extended time and time again to come to a solution but these time frames have been ignored. Bottom line is we are covered by the ACL. We have paid for ours goods in full. Products must be given with no faults or damages otherwise we are entitled to a replacement or refund. We will not lay them until we have received the replacement pallet of tiles. Or, at this point we want a full refund and HS can organise to remove the pallets of damaged tiles off our property.
No where in their terms and conditions or claims form does it say that the tiles must be laid for anything to be processed, and we have no intention of going to that expense of hiring a tiler to do so. Also, as it is small area and our tiler will not come to only lay part of it without charging us an additional fee.
As a Business Manager my customers' needs come first EVERYTIME. A business should take pride in their customer service and honour promises that have been made whether a team member made an error or not, especially when goods are faulty and damaged. It's a true shame that you obviously do not carry the same work ethic or pride. Regrettably, its customer service that determines whether a customer returns and/or recommend a business to others.
I have contacted the ACCC and advised them to investigate HS as there are so many people they are taking advantage of.
I look forward to seeing the same "copy and paste'' excuse that they have used for such a long time. What a joke! read more
