A tale of two bathrooms (MFI)

Name: docpov

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Product:	MFI
Date:	27.11.05 (4511 review reads)
Rating:

Advantages: The quality of their merchandise is much better than in the old days.

Disadvantages: Customer service. Oh Dear, although not strictly MFI's fault.

Once upon a time we needed a new bathroom, our old one was falling apart and limescale marks stained both bath and sink and as for the toilet, well lets not go there.

We asked around and did our research on the best places to find our sparkly new bathroom and MFI was suggested. I didn’t even know that they did bathrooms to be honest but we thought it would be worth a look. So off we went to our local showroom to inspect their wares.

On arrival at their out of town showroom we were pleased to be able to park virtually right outside the door. Bright signs promising sale prices and large discounts greeted us and encouraged us to hurry in.
A bright airy showroom pulled us in A massive array of furniture for all parts of the house was laid out before us for our inspection.
We could not help wandering round admiring the three-piece suites and lounge furniture all showing the same money saving deals as the outside had promised.
Moving from the lounge we walked into the kitchen area, there were some very nice kitchen displays laid out, very tempting. There was one that would have fitted very well into our kitchen space, very reasonably priced too.
Be strong we need a bathroom, the kitchen has a couple more years life in it yet. So with a regretful farewell we move on through the bedroom section, more bargains, more very nice pieces. We are beginning to wish we could refurnish our whole house by now.
At last the bathroom section. A large array of delights. A rather posh looking whirlpool bath immediately calls to me and it doesn’t take much imagination to think of me enjoying a bubble bath in that. Sadly a bit out of our price range I am reminded regretfully.
There are plenty more to choose from however and most are part of the sale. Baths of all shapes and sizes along with everything else to design a new room to clean and relax in comfort.

Choice made we look for someone to help us with our proposed purchase. That help is not far away sales personnel are dotted throughout the store, unobtrusive for the main but quickly available and helpful once they see you require their assistance.
A quick look at the items we had chosen, then it’s off to a comfortable desk to work out our needs and how many pennies we are going to have to part with.

With the aid of our new friend we plan our bathroom. Typical us we hadn’t measured the bathroom before embarking on our purchasing mission. ‘Not a problem.’ Says our friend, she informs us that we may change our mind at a later date especially when the fitter comes round to measure up. Changes can easily be made.
We are happy; we are more than happy with the price, quite a bit less than we had expected to pay and even the installation was reasonable. Although there would be extra’s to pay, as we needed the walls tiling and a plywood floor laid.
Still no problem, the fitter would sort all that out with us when we had our appointment with him to finalise the order.
Great we thought, this is easy, only one thing left to do and that is part with our deposit. That’s easy too, just hand over my debit card and sign a couple of pieces of paper. Done purchase made.

I know that we were having a full room fitted but had we bought anything at all from the store then we would have had to have had it delivered as the stores hold no stock of anything at all, I think.
We go home to wait for the appointment with the fitter. We only have to wait a few days before we are in the bathroom discussing bath placement and the style of tiles we wanted on the wall with a very professional sub contractor. Looks like MFI only employ the best. Our fitting hero certainly knows what he is talking about and soon has our estimate for the job to come, very reasonable we thought as there was a lot of extra’s to do. Oh I forgot to say that MFI charge a basic rate that is added to their bill and any extras like tiling are billed directly from the fitter.
We had to make a couple of changes to our order on the advice of the fitter. But that was easy. One phone call to MFI and job done. All we have to do now is await the delivery of our bathroom furniture and then await the start of the creation of our dream bathroom.

I had a little job to do first, if I removed the old tiles and prepared the walls it would save me a tidy sum so I got that done and then arrival date. We had been kept fully informed of how our order was doing and delivery was very efficient. Our delivery arrived and oh dear our so far very rosy story is about to go horribly wrong.
With the introduction of MarkII who provide and deliver the purchased items the bad guy has entered the story.

Delivery was prompt and on time, no problem there and I suppose it could be said that it was my error. On checking everything I found all the required items were there and so we waited for the fitter to arrive a few days later.
Bang on time early the promised morning removal of our old bathroom started apace. It didn’t take long to remove the monster that had been lurking there for far too long. Floor done toilet in sink ready to fit and it was still only the first day. DISASTER. They have just unwrapped the bath. ‘The tap holes are in the wrong place.’ says our hero fitter. Not only that it is totally the wrong bath. Fitter gets on too MFI to try to sort out this error.
This is where things start to go badly wrong. He spends ages on the phone trying to find someone who can sort us out. Not happening. The phonecalls continue even after he has raised the white flag and retreated to his home for the night. The people I spoke too at MFI were very apologetic and promised aid but it was not forthcoming. They refused to courier a bath to us or offer any other speedy solution.
So there we are a large hole where our bathroom had been less than 12 hours ago. Nowhere for us to wash or bath the kids or have a shower ourselves, in fact the whole room looked rather sad and mournful.
Next day hope renewed with the return of the fitter. He rejoined the battle but it was to be five days before our bath could be delivered. Five days, they are going to be able to smell us coming a mile off. Never fear we shall install the wrong bath as a temporary measure. So that is what happened. At least we could now get clean even if it was like washing in a building site in a slightly wobbly bath.
So floors done, tiles are up, toilets in and sinks in, all we are waiting for is our bath. It is to be delivered on the Tuesday so we have arranged for the fitter to come back on the Wednesday. We have accepted the apologies and await delivery. Monday evening we get a phone call from Mark II our delivery will be delayed till Wednesday. They what? How long have we been waiting? How many phone calls have I made? This is ridiculous, customer service, that’s a laugh they really couldn’t care less. I am not a happy bunny. I have to ring the fitter to put him off till Thursday, he has other jobs booked but he is very obliging and does all he can to rearrange his schedule to get our bath in.
So you would think that would be the end of the story wouldn’t you. Bath arrives gets fitted and away we go.
Not a bit of it. Monday afternoon Mark II on the phone ‘We have got further than we thought so we can deliver your bath today. ARRGH after they had told me there was no way they could get it to us on the Tuesday, after telling me virtually that they couldn’t care less that we had been a week with no proper bathroom.
After I had put the fitter off they deliver early, on the Tuesday that they had told me that there was no way they could. They have got to be having a laugh with me. Still better early than late I guess so its back on the phone to the fitter. ‘Ok he says I will change my schedule again.’ Very nice of him.
Bath arrives and this time I make sure that it’s the right one and that all is OK. Oh dear where are the fixings? Turns out they were on the back of the lorry and they were going to drive off with them. Good job I checked.
What a saga, well a happy ending it is all now in, it looks great and we are very pleased with it.
MFI also came up trumps in the end with quite a generous goodwill offer which is to their credit as I have dealt with other companies who would not have done that.
That is our experience with MFI and the moral of my story is to make sure you check your purchases with a fine toothcomb before you let the delivery man go.

So to sum up. MFI great quality furniture from what I have seen. Helpful sales staff and aftercare to a point. They employ great fitters from our experience, couldn't be happier with the way ours helped us out and the standard of his work. But Mark II who provide the merchandise, Oh dear I think MR MFI should have a word in their ear. Time to shape up before they give MFI a bad name I think.

Summary: Despite the cock ups we are very pleased with the bathroom