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Horrible customer service, the worst
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spent hours online searching for just the right vanity for my bathroom remodel. I found a gorgeous vanity at Bath vanity experts and ordered it. I had plenty of time for it to be delivered for my contractor. The company they used for delivery was rude
and wouldn't let me open the crate while he was still on my property. A couple of days before the install my plumber opened the crate and we discovered that the WRONG vanity had been sent, a single sink instead of a double. Bryan at BVE immediately admitted
fault and sent out a new one and said arrangements would be made to pick up the old one. The new one made it about a week later and was installed without a problem. The reason for two stars is that the wrong vanity sat in my garage for five weeks. Two attempts
were made for pick up, one cost me a whole day off work for nothing and that one was canceled by BVE and the second one just showed up unannounced and refused to take it saying it was too big. For the third attempt I was on vacation and had to get my mother
in law to hang out at my house all day and finally they came and got this vanity which was in a huge crate and we were unable to even use our garage all those weeks. BRYAN and no one else on his staff never even apologized or did anything to try to make the
situation better. They didn't respond to my emails or phone messages asking when they were going to get they vanity out of my garage. To this day no one has ever said a word to me, thanked me or anything. The customer service at BVE is sorely lacking and I
would never order from them again. I have two more bathroom remodels to go and would have ordered from them again only for an apology. P.S....after the install I found a three inch very fine crack in the granite top and sent a message to BVE that I'm sure
will go unanswered. My contractor said if it gets worse he can eventually replace the granite at a reasonable price.
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Business's response - by Bryan D.on 12/15/2013
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I would like to extend my apologies to Lisa about her issues with her purchase at BathVanityExperts.com. Our supplier made a mistake in shipping a single sink, instead of a double sink vanity. We immediately sent the replacement vanity out to remedy the situation. We ran into a roadblock with trying to find a freight company who had adequate insurance to come on to her property to pick up the incorrect vanity from her garage. Our freight broker could not find a company in her area who would do a residential pickup and go into her garage as it requires additional levels of insurance for the driver to go on to her property to retrieve the large pallet.
Once we finally got the vanity picked up, I reviewed Lisa's issue about the crack in her granite on the 2nd vanity. Had this issue been noted at the time of delivery, we could have had a freight claim inspector review it and most likely ship her a replacement top free of charge as it would have been part of a freight claim. No notes of damage to the item were made at the time of delivery, however at our own cost, we sent a $100 courtesy refund to her so if the issue in the stone progressed, it could be repaired/filled with epoxy.
We failed at getting her item picked up in a timely manner and I have since stopped doing business with that freight company and I want to again apologize to Lisa for the lack of proper attention she received after we sent her the correct vanity.
Sincerely,
Bryan Dailey
BathVanityExpert.com
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