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With the good reviews, come the bad too!
As with any business, customer satisfaction and reviews are so vital to our business.
We love sharing the positive feedback we receive with you, but we also value transparency by addressing any negative reviews. When we receive criticism, we embrace it constructively and prioritise listening to our customers to ensure we can continue to grow and thrive as a business.
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Recently, a customer expressed disappointment with the delivery of their unit, noting they wouldn’t have made the purchase if they had known it was kerbside delivery.
While we do mention this during conversations, we’ve taken steps to ensure clarity for those who directly order through our site without prior communication.
We’ve updated the information on all products to state that “all units come fully built, ready to use and are delivered by kerbside pallet. The delivery is done by an external company, and we advise two people are available to accept it as drivers are not insured to enter premises.”
We’re here to discuss and address any concerns you may have to ensure your satisfaction with every step of your customer journey—from initial enquiry to aftercare.
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Another review we have received told us that they felt our website was ‘messy’. As always, we value your feedback and opinions and have been working behind the scenes to ensure our website and your customer journey on our site is easy as it can be.
We’ve developed new pages including an FAQ section, and even a bespoke quotation form so that you can submit your requests direct through our site. Feedback like this helps us decide which areas to focus on, for the benefit of our customers.
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Another review said: “Once I had the sink set up, I noticed the pump makes a horrible juddering noise, that only stops when the water is on full pressure.”
The noise of our pumps is something which comes up quite often, which is why we are always transparent when it comes to the sound of our units.
We’ve updated our website to include a video link for each unit listing. This allows you to hear the unit in action, ensuring no surprises when you select your sink.
We also share a variety of videos on our Instagram showcasing the units with original audio and have added a selection of highlights to our profile where you can hear it too.
Whilst we’d love to offer an option where there’s little sound (like a regular plumbed in connection), it’s just not possible! As our pumps are automatic, part of the sound comes from the vibration and the other from the pump itself. The pump works hard to ensure your water is at a consistent pressure, which is what you want from a sink unit.
With every order, we send you a user manual to assist with your pump, and the best ways to position the pump and pipes to help reduce the noise. We also offer lifetime support, so if you ever notice your unit is making a louder sound than usual, you can send us a video and we’ll be happy to make recommendations on what you can do.
To end on a positive, we have lots of positive reviews which we take the time to read and celebrate as a team, here are a few taken from our Facebook page recently:
Kelly from KMT Beauty Boutique said: “Wow! For 3 years I’ve been on the lookout for a non-plumbing simple use, nice looking sink for my salon. Finally, I have exactly what I wanted thanks to Custom Basins. Hot and cold water, no plumbing, just plug and play … amazing!!! Thanks guys … I absolutely love it!”
Alison Mary said: “I couldn't be more pleased with my new custom basin. It was exactly what I had asked for and nothing was too much trouble - even the gold tap and handles!
The sink works exactly as a regular would, without the hassle, expense and faff of having one plumbed in - which isn't an option for me.”
The Cirtus Beauty Room said:” I just received my custom basin today and I'm over the moon with it! Customer service was 10/10 as there was a slight delay in delivery (due to delivery company not Custom Basins) but they were so quick to chase it up for me and get back to me so no stressing. Thank you, can't wait to use it in my new salon.”
