Arrived on pallet driven direct in to garage no damage done by us. when fitters unpacked to fit had scratched doors and broken clips on vanities. The worktop in description said marble yet made of chip board. We opened to fit after 2 1/2 weeks. We felt best left packed as heavy and building work going on and but within the 30 day rejection required on long distance selling set by trading standards, yet Bella Bathrooms think it is fine to change this rule to a 24hr rejection. By adding own terms and conditions, they think they can do as they like and said they would contact Hudson Reed the manufacturer putting the problems on them rejecting the fact the retailer is responsible. After three days bickering lost emails and lengthy phone calls they said would not supply again as i would not abide by the rules they make for selling (appears no longer available) so decided manufacturer had to collect then refund. Tried to arrange for next day collection responding to them by email at 13.15. I work full time Thursdays only day in week off, but notified at 4pm that day that this was not possible despite email saying 1-2 days notice. Asked for Saturday as husband has Saturday, Sunday off but do not work weekends next Thursday can do morning for collection as hospital appointment PM. All day only!!!!!!!!! I don't think they want to refund do you? It is up to you but anyone that can not collect around a customers working hours may not deliver when suitable, website says 3-5 days no exact delivery date at all. Blames me for not checking even though part of the problem was description wrong and needed a lot of packing protection unpacking and was stored safely on pallet while needed within the trading standards rejection time. They tell me they have 4000 customers emailing them so wait 24 hours for response and despite after sending email getting a generic we will respond within 24 hrs they say i sent to a no reply email !? Awful customer care but guess that is the customers or Hudson Reeds fault. !!!!!!!!!!!!!!!!!!AFTER BELLA BATHROOMS REPLY I AM POSTING A COPY OF BELLA BATHROOMS EMAIL SAYING WILL NOT REPLACE I WAS NEVER RUDE JUST MADE YOU AWARE OF YOUR LEGAL RESPONSIBILITY WHEN YOU TRIED TO MAKE ME KEEP FAULTY GOODS DON'T TRUST!!!!!!!!!!!!!!! Email1 Monday (after ring to find why no 24 hr response and promised a call back) Hi Deborah, I understand your urgency and I am working on this to see if I can get replacements for you. The manufacturer have confirmed they are looking into it and will get back to me as quickly as they can and I will update you as soon as I have a response. ​We ask for 24 hours to allow for a response but as you can see I have jumped onto your situation immediately so we are making this a priority, but we have over 4000+ customers each month you can imagine the volume of emails we deal with so please be patient. Email 2 Wednsday Apologies but we will not be replacing the goods as you have had these in your care for too long, you have a duty of care to the goods which have been delivered and you failed to adhere to this by checking and reporting any damage. We will collect the 3 damaged items and refund you for these in full. To confirm the goods we will be collecting are the following: OFF108 Hudson Reed Fusion Vanity unit 600mm x 2 OFF192 Hudson Reed Fusion Decorative End Panel x 1 Please confirm a suitable collection date and I will try and arrange this to suit? Kind Regards, Rachael Bella Bathrooms Ltd. Reply from Bella Bathrooms 7 hours ago Dear Deborah, The goods were delivered to you 3 weeks before you reported damage and after your fitters had attempted to fit. Our T&C's, which you agree to enter into contract to when placing an order with us, state that any damage must be reported within 24 hours from receipt of delivery. You have a duty of care to these goods once delivered and you chose not to inspect the delivery and place it in storage for a number of weeks. There has been no "bickering" on our behalf, you were extremely rude when you called our customer services team and via your emails. We received your email and within minutes started to resolve your issue. You stated you were rejecting the goods and wanted a refund, not replacements so this is not a case of them not being available. Reporting damaged goods after they have been in your care for so long we would not replace or refund, however we appreciate the error on our behalf for the worktop so agreed we would collect these damaged units and refund you, aswell as crediting you in full for the worktop which you had already fitted and accepted. This was your responsibility to inform your fitters of what you had ordered prior to fitting which you failed to do. Asking for collection to be arranged for the next day at 4pm the day before is not possible, this is not possible with 99% of companies. The same goes for Saturday and Sunday collections. We advised you collections can only be arranged between Monday - Friday working hours and will be an all day service. You continue to make requests outside of our possibilities. If you can provide us with a suitable date for collection between Monday - Friday we are more than happy to organise this for you. We are happy to refund you for these damaged goods, outside of our terms and conditions, but feel you are not willing to cooperate to be able to proceed. Regards, Bella Bathrooms Ltd.