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Incredible customer service (and great prices!)
I placed a large order for Duravit bathroom fixtures and furniture. On arrival, I could see that there was some damage to the tub support frame. I contacted the sales person that had given me the quote and was put in touch with Janet in returns. She got the parts I needed shipped from Duravit very quickly and the tub was made right. Although the other boxes looked in fine shape, I opened everything up and looked over the outside of all the pieces and noted no other damage before setting things aside.
Fast forward OVER FOUR MONTHS, after framing, plumbing, electrical, tiling a whole new bathroom from scratch and we are finally putting the finishing touches on the room with a Duravit medicine cabinet and a large storage cabinet for towels. It turned out that exactly those surfaces I hadn't fully inspected on arrival were damaged: a mirror on the *inside* of a medicine cabinet door was broken and the solid *bottom* panel of the storage cabinet was smashed in even though both boxes were pristine. Although I am sure the terms of sale obligated Quality Bath to do nothing for me at all, I sent Janet a message with pictures explaining what had happened and asked whether they would be able to help me in any way. I figured it couldn't hurt to ask and at least I should be able to get a line on a replacement mirror door instead of having to buy a whole new medicine cabinet. Janet was really very kind to me, reassuring even, and didn't give me a hard time at all about not having checked the shipment carefully enough earlier. More amazing, though, was the fact that Janet negotiated with Duravit to send me replacements at no charge. I am nearly speechless.
Most reputable places have customer service that is tied to a policy and is good up to that line. Very few places and even fewer online vendors have the kind of customer service that treats you like a person and makes accommodations for situations like the above. As long as Quality Bath delivers this kind of service (thanks, Janet!) I'll never shop for the items they carry anywhere else. (I'll also check things over more carefully in the future!!)
- Tim Nelson from CA
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