I would like to register a complaint regarding the installation, or lack thereof, of a shower screen at my residence. To begin, I would like to quote a few company statements listed on Regency's website: 1. Minimum of fuss and disruption 2. Fast Installation: No Long Waits 3. We exceed customer expectation 4. Keeping our promises and commitments 5. Committed to satisfying internal and external customer needs Regency openly advertise these statements as their policy and value set, yet have wholly and completely failed to fulfilled any of the above. In early October a rep fropm Regency came to measure and quote on our shower screen. At the time, the rep said it would be about a week and a half until installation was scheduled. As requested, we abided by our end of the agreement thus far, and paid our $70.00 deposit. We waited a little over the expected time, only to receive a phone call out of the blue at 7.00am one morning asking if they could come today between 11.00am and 1.00pm? What sort of company reasonably expects that people can be available at the drop of a hat, when most of us work full time? Where is the planning, preparation and communication to ensure people can make the appropriate arrangements to facilitate the installation? I phoned back the next day to arrange a time, being that my partner was away, the only time I could be there was a Friday afternoon at 4.00pm. This request was denied as I was told that they like to knock off at 3.30pm. I feel if Regency were genuinely committed to satisfying customer needs (as per their website statements) provisions would have been made to see this happen as I believe I gave a reasonable amount of time for Regency to make the appropriate arrangements to have someone there at 4.00pm. After some debate, we finally arrange a mutually convenient time to install the screen only to discover on the day, that this was not the case! A representative has come to our house to re-measure the same space the other rep measured two and a half weeks ago!! If there was an issue with the measurements that the first rep had taken, where is the communication from her, as Regency's representative and our point of contact, to advise that this is what was happening? We were expecting to have our screen installed as per the rep's promises. The responsibility to sort out the issues falls to me, as I have to ring the rep, on more than one occasion, to find out what is happening and what has gone wrong. On the 3rd occasion that I speak to her, I had to get snippy to get something to actually happen! I was very nice up until this point, as I understand that these things happen, but it annoys me greatly that I have to get shitty to obtain results. Point in case, this letter! Finally someone calls to say itˇ¦s going to be installed on Thursday 6th November, about 3 weeks after the initial measure and quote mind you. During this call I specifically advised that my elderly nanna was coming to stay with me, and that the screen MUST be installed on this day as she has a bad leg and can not sit down to bath. I was promised that the screen would be installed, only get phone call the next day to say glass has been cut wrong, and it will be another week (12th Nov)!! Given the debacle that this has been thus far, it should be no surprise to me that we did not receive a phone call on this morning to arrange a time for them to come. We over extended ourselves personally to finish our bathroom in time for my Nannaˇ¦s visit, not to mention the ONE AND ONLY external contractors (we did all the other work ourselves on our bathroom renovation) we needed to do anything for us has made a complete and utter MESS of the entire thing! The funny thing is, we were advised by a friend not to use Regency, as they had messed up their order with eerily simular circumstances, however, against our better judgement we gave Regency the benefit of the doubt and went with them as they had a good reputation. What I have come to realise, is that Regency are simply riding the coat tails of their name and underneath this false advertising of customer care and satisfaction, they are utterly incompetent and their services and communication are completely inadequate. I will most definitely be joining our friend in advising others not to use them. The onflow effect of this situation has already begun. Regency has now missed an opportunity to quote on the installation of wardrobes in two of our bedrooms, through their negligence, ill communication and failure to keep their promises, they have thrown away potentially $1,000ˇ¦s of dollars worth of work. The customer service manager (Jill / Jillian) was cold, rude, unforgiving and unhelpful. She said that she was not in a position to offer any compensation, bar an offer for a 'screen guard' protection film to be put on. Apparently their policy is only applicable when it services the interests of Regency, but not when it needs to satisfy a customer. I ended up having to speak to the General Manager, who to his credit was polite, however he really wasn't THAT interested in maintaining his 'stringent customer service regulations' as he put it, he simply spun me a ridiculous story about giving it to us for cost price which I know is bull - there is no way they would only make $60.00 on every shower screen. I accepted the offer only to get the damn issue resloved. I hope the screen is installed tomorrow, as promised with no issues... If not, being that I am in the media I have contacts at all the television stations - nothing like a good expose on Today Tonight to put a hole in Regency's hip pocket.... UPDATE: Shower Screen meant to be installed at 10.00am this morning (Thursday 13th) - have just received a call from Regency to say glass has a scratch on it, and won't be there until Monday 17th - the saga continues... I'm acutally laughing now... it's so ridiculous.
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Regency Shower Screens – Queensland We had a representative from Regency come and measure up 2 Frameless shower screens for a renovation we were doing at our property, 1 in the main bathroom and 1 in the Ensuite. We advised we would do one screen at a time, so as to allow us the use of the other shower since we were told that the glass would take two weeks to arrive. Two weeks passed and a phone call came advising that the glass was ready for installation. It was installed while my wife was at home. When I came home in the afternoon and checked the installation, I was quite surprised to find that the reinforcement glass across the top of the door was on a pronounced tilt from left to right. I then checked with a spirit level and found that it was out by about 7MM on one side. When I discussed this with the rep from regency she advised she would come and have a look. After checking, it was found that the main glass was too short and that the installers had tried to fix this with extra silicone to lift it higher off the tiles, she told me the Customer Service Manager (Warren Nelms ?? ) would come and have a look. Needless to say he never showed and after numerous calls with the rep, 2 weeks later a new piece of glass was brought out and replaced the wrong size piece that was installed. Giving them the benefit of the doubt we went ahead with our second shower screen and after two weeks the screen was again installed whilst I was at work. I come home only to find that they used a channel to hold the glass to the wall and not the clips that were ordered. When I phoned the installer and asked why they used channel and not the clips they advised that was what was ordered, I then advised them that this was incorrect and it should have the clips as per the other shower that they installed, they said they thought it was a bit funny that they were not using clips like the other shower, but instead of checking went ahead and done it anyway. After phoning the rep and asking her to get the customer service manager (Warren Nelms ??) to call me, about this, which again he did not and to date has still not phoned me, I worked with the rep to have this channel replaced with the clips that I requested, only to find out that I would have to wait another two weeks because the glass would be a different size. Two weeks later, the glass is installed and when I get home to check it again, it was another slap happy job with the glass being 3MM shorter, than the adjacent piece that it joins to. All that was required by Regency’s so called professional installers was to pack the bottom of the glass so that the top matched, but they couldn’t be bothered to do that. So again asking and not receiving a phone called from their so called Customer services manger, I tried to get in touch with his supervisor, and after leaving him a message to call me, surprise surprise, no phone call from him either. Obviously not returning messages of customers is reinforced from higher management Finally, I give up and ask that they just come and put the door on the shower so that I can pay them and get them out of my life. I am still waiting one week on and no shower door, when I call the factory they tell me the job is completed. STILL waiting for Warren Nelms to call me back to sort this out. So much for customer service, I pay them $3500 and they give me grief
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