EWT Water
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Avoid, poor customer service.
Placed order 01129204 for a softener service and 10 bags of salt total value 318e ,when the engineer arrived they had no salt and informed me I only paid for a service. I was left without salt despite having placed an order 10 days prior. From the start this order hadn't gone smoothly. I selected "not available for service anytime" when ordering and asked for a late afternoon appointment, despite this I got an early morning appointment, i asked for a reschedule and had to wait a week before i got a date, not before contacting your customer care via web chat to ensure I definitely got an afternoon appointment. I also got the appointment to a different number than the one I entered. I entered my work mobile so i would always be reachable but instead the SMS messages and calls from the Engineer all went to my older personal phone which i would have used on previous orders. I got an appointment for 23/02/24 between 4.30 and 6 so I arranged with my boss to be able to leave work at 4. However I got a call from the engineer at 2.40 saying he was outside my house, I told him I had arranged to leave work at 4 as per SMS appointment details he attempted to reschedule on the phone with me. I said this wasn't acceptable and had to get permission from my boss to leave earlier than I had previously agreed. All this is out of my own pocket as I had to clock out. I sent an initial mail on this to customer care but never received any reply or acknowledgement. It took me a few subsequent attempts contacting EWT before on 02/02/24 receiving a date for my salt that I ordered on the 11th to be delivered, that date was today the 6th of march. I have had no salt in my softener for the past few weeks. I got an SMS stating my delivery was scheduled between 5.09 and 6.24pm as i had asked for a late afternoon appointment to suit work schedule, again i got a phone call at 15.04 from your engineer saying he was outside my house ( no advance notice as was promised by your customer service agent) your Engineer also stated he had 14 bags of salt for me - great i thought a good will gesture from EWT. I told him I had arranged to leave work at 4.30 as per SMS appointment details Again i had to arrange with my Boss to leave work earlier than expected, all in this ordering process has cost me about 4 hours of lost pay in work, when i arrived at my house this the engineer was gone and there were 10 bags of salt left outside my door. I have to say this has been a very poor customer service experience, what is the point of specifying visit times so a customer can plan their work schedule to suit if your company doesn't stick to those schedules. Also why was my order of a service and Salt messed up from the start and why did it take so long with so much intervention from me to get it rectified. What if any goodwill gesture are EWT willing to make for lost time at work here, and why can't i Leave a google review despite when i google your company i see so many positive google reviews? I am leaving this review for EWT uk as i can't see any options to leave a review for EWT Ireland also it seems all my calls to EWT were routed to the UK anyway TLDR avoid, very poor customer service.