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When shopping online there is always this concern that what happens if something was wrong with the goods. Here is my personal story with HudsonReed.
I ordered a Shower Panel (UFG-AS391) for our new house in June 2012. The package arrived in a few days as expected.
My Contractor was slow and renovation took much longer than expected (why am I not surprised?) so the shower panel finally got installed in September (beyond the 30 days exchange window). From the get go we noticed water behind the panel so when I checked out I noticed a leak at the top plastic connector where vertical and horizental peices join. Unscrewed the piece out, replaced the rubber washer inside, used teflon tape to wrap it and screwed it back in but the problem didn't go away. I was dissapointed that after all this time I still didn't have a decent shower.
Sent an email to HudsonReed explaining the issue. They asked me to send photos of the leak which I did. Within a couple of days I received an email that a replacement unit has been shipped to me (under warranty). There was a screw up in shipping due to change of address but Service people at Hudson fixed that at their own cost (recalled the shipment to my old address and resent to new address).
I was impressed since:
a) Despite time difference they always responded to my email within 24 hours.
b) They didn't ask for the unit to be sent back before they can ship replacement. Saved me time and money.
c) All the Service staff (Amy and the rest of team) were quite professional, understanding and polite in their communications.
d) Took responsibility and corrected shipment issues
at own cost.
To me, this is an example of a team who knows what business is all about in 2012 and beyond which is "a Great EXPERIENCE".
I'll shop again at this store happily as long as they are on this path and will recommend it to friend and family.
Review by Reza Tavassolian on 11/27/2012