1 reviews | Active since Aug 2016
Pathetic, unprofessional service
<p>We came across Brava by accident and I should have done my research more thoroughly. The service we received from this company was abysmal. Attention to detail was pathetic, to the point that a simple design which should have been completed in 2 weeks, took around 10 to sign off because the saleslady didn't seem capable of responding to more than one question at a time and when she did it took several days. You have to sign off the Bill of Materials, making you responsible for their poor work ethic. Our cupboards were eventually delivered and then couldn't be fitted, due to the type of plugs we had - something I asked the saleslady about over and over. My husband sent a letter of complaint to John, nothing to this day. Our cupboards are still not up and I am worried about the finished product as some are floating shelves and have been finished extremely badly. Oh, and they tell you that the money goes straight to the installers and then the installers tell you that they don't see any of it. *****!</p>
Mrs. Shimmin, I personally read through the countless emails between our sales lady and yourself. There was more communication on your small order than on any of our other much larger orders, with no confusion. Your indecisiveness and delays in returning the required signed documentation caused delays. From the first email communication on 18/07 up to when your cupboards were delivered on 23/08 is a far cry from the 10 weeks as you claim. No order will be processed until all the relevant documentation is signed. Yes, you do have to sign a bill of material, this is a list of cabinets and accessories ensuring there is no confusion as to what was agreed to between the company and you the client. I fail to see how asking a client to sign our bill of materials is such a big issue for you and how this has anything to do with poor work ethics. Maybe you would have preferred not to have a single piece of paperwork, not having any proof as to what was agreed to or that an order was actually placed. Maybe in the future you should ask the correct questions, you asked my sales lady “We have plugs on the wall where we are going to put the cupboards/drawers. Is this a problem ? ” She responded in saying “You can give me the plug point measurements and we can do a cut out”. No where did you mention that your plugs stick out about 50mm from the wall (very important), if you did she could have given you the correct advise.
We so often see clients attempting the DIY route trying to save money when they are quite clearly not capable. Communication is obviously a common problem for you, on 26/08 I received the complaint from your husband and responded the same day. If you require, you can drop me a mail and I will be more than happy to forward you my response, you will be able to see the sent time and date to your husband.
If you purchased a fully installed project from us, it would have been installed already, you did not. You purchased these cupboards on a DIY bases, with the option of using our installers on a private bases. If there was anything wrong with the quality, why didn’t your husband mention this in his mail to me, why upon delivery was no mention made of this to anyone ? We pride ourselves on the quality we supply to our client and if there was any quality issues it would have been sorted out immediately. For you to say that my installers don’t see any money is ludicrous, I suppose my staff work for free, some of them has been with the company for 6+ years, it’s an awful long time to work for free.
Director: John Wilken
Mrs. Shimmin, I personally read through the countless emails between our sales lady and yourself. There was more communication on your small order than on any of our other much larger orders, with no confusion. Your indecisiveness and delays in returning the required signed documentation caused delays. From the first email communication on 18/07 up to when your cupboards were delivered on 23/08 is a far cry from the 10 weeks as you claim. No order will be processed until all the relevant documentation is signed. Yes, you do have to sign a bill of material, this is a list of cabinets and accessories ensuring there is no confusion as to what was agreed to between the company and you the client. I fail to see how asking a client to sign our bill of materials is such a big issue for you and how this has anything to do with poor work ethics. Maybe you would have preferred not to have a single piece of paperwork, not having any proof as to what was agreed to or that an order was actually placed. Maybe in the future you should ask the correct questions, you asked my sales lady “We have plugs on the wall where we are going to put the cupboards/drawers. Is this a problem ? ” She responded in saying “You can give me the plug point measurements and we can do a cut out”. No where did you mention that your plugs stick out about 50mm from the wall (very important), if you did she could have given you the correct advise.
We so often see clients attempting the DIY route trying to save money when they are quite clearly not capable. Communication is obviously a common problem for you, on 26/08 I received the complaint from your husband and responded the same day. If you require, you can drop me a mail and I will be more than happy to forward you my response, you will be able to see the sent time and date to your husband.
If you purchased a fully installed project from us, it would have been installed already, you did not. You purchased these cupboards on a DIY bases, with the option of using our installers on a private bases. If there was anything wrong with the quality, why didn’t your husband mention this in his mail to me, why upon delivery was no mention made of this to anyone ? We pride ourselves on the quality we supply to our client and if there was any quality issues it would have been sorted out immediately. For you to say that my installers don’t see any money is ludicrous, I suppose my staff work for free, some of them has been with the company for 6+ years, it’s an awful long time to work for free.
Director: John Wilken