Hi Sabbir, Thank you very much for your feedback. I am sorry to learn that you are disappointed with the service provided, as this is an area we place a high focus on.
Unfortunately, during busy periods and holiday season, our staff may not be available to answer or returns quickly. In the event, they are not able to, we do use a service that logs the caller and notifies the team to call back when next free. I can see you did this but immediately followed up with an email, and so it may have been easier for our Customer Service Team to respond directly to this. Nevertheless, I will pass your feedback on. With the shower tray, these do come with stated tolerances in the product literature. I can see you have supplied photos of your concerns, which have been sent to Crosswater, however, they have replied asking for further evidence in line with their installation information. As detailed, they would need to see the shower tray on a flat surface with both a spirit level and also a ruler showing the tolerance, and the actual measurement of this where it is above the stated tolerances. This has been passed to you but it would seem you have so far declined to send this across or not been provided. If you can provide this evidence, then we can speak to Crosswater about replacing this for you, and move towards a solution. Alternatively, the other options are that you order and pay for another one, and we can look into arranging a swap of the original as long as it is re-packaged adequately in the original packaging, and is returned to us and reaches us in a saleable condition again. If these conditions are met, we can then refund the original payment back to the original payment method. If neither of these options are pursued, then you can return the item to us either via our collection service, or at your own expense in line with our Returns Policy ensuring it reaches us in a fit condition. However, as we have to assume it is within the tolerances until a fault has been demonstrated, this would be subject to any applicable charges and our Returns Policy. If it reaches us unfit for resale or with packaging missing, we would not be able to process any refund unfortunately. We would be more than happy to assist in proceeding with any of these options should you wish to do so if you can contact our team, and we will aim to resolve this amicably for you. I am sorry again for your experience and feedback. Kind regards Mark
