Abysmal customer service and after-sales support

If you’re looking for more than just buying the component parts for your bathroom and are in need of advice, support and peace of mind after purchasing - I would AVOID this business at all costs. I have recently spent a five-figure sum on a single bathroom at Opulenza, in the knowledge that whilst I could have likely sourced the goods cheaper at various online retailers, I was in need of advice and wanted the hassle and my own time taken out of the process. Unfortunately, my experience was everything but hassle-free. Starting with the toilet unit being dropped and broken by the delivery driver, I was told a replacement would be “expedited within 2 days”. One week later, I chased up having not heard anything to be told it would another week. I then chased up 8 days later to be told it would be another 4-6 weeks! I had a contractor team who were doing their best to work around this, but they had committed work after my project so I already started to incur knock on costs. I raised a complaint with the sales person who sold me the equipment and to my shock, he was actually defensive, raising his voice back to me and blaming suppliers and delivery drivers - taking zero accountability for the issues on behalf of the company! This was followed up by two other parts being faulty / incorrect together with the scale drawing they produced for me as part of the service ending up being way-off scale, leading to more installations issues and costs. All the way through, it was me chasing them, with no proactive updates, only to be given updates that were then not delivered on. In the end, I couldn’t risk losing the builder, so found the toilet I needed from another local supplier despite being told of “world wide shortages” by Opulenza. That toilet was delivered (to my door) the next day! The knock on costs to my overall project as a result of the mishaps have added almost 20% to my fitting costs. I was so frustrated that I found the details for the “Managing Director” (Richard Osbourne) from LinkedIn but had to get his email address from their reception. I raised a formal, but polite complaint to him asking what he proposed to compensate me for the knock on costs I had incurred as a result of his company’s mistakes, but heard nothing back for a week, so followed up. Over a month has passed and I still haven’t heard and have realised I never will, hence prompting me to write this review. If this was a bank, I would escalate to an ombudsman, but it’s not and I don’t have a presence on social media so can’t share my experience that way, but if you read this, I would recommend you think carefully before you decide to part ways with your money to this business.

Mark Davies - 14/06/2022 | report this review