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"Horrible experience!"

A review of Multi Turn by Laura Donea written on Thursday 4th of September 2014

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Here's what happened to us. We needed a new staircase and we were 10 minutes late when we were supposed to meet their guy at our property, where there were already ongoing works. The workers let the "engineer" in, and although we called the company to say we will be 10 mins late and could he please wait for us, by the time we got there, he was gone. He took measurements without us having a chance to explain in detail what we want, on the spot, and to show what we want. We called them and tried to explain all that over the phone. As this company was recommended by an acquaintance, we thought they know what they're doing. However, when the staircase was delivered, it came SHORT by 11cm, so it didn't reach the top floor. You would go up to the top of the stairs and then you'd have to jump a little bit in order to get on the top floor safely!!! I was amazed to see how they treated me as a client: not only they did not want to send someone in to see what the problem is, or to offer to fix it, but they insisted this is what we ordered. A shorter staircase. They repeated: this is what you signed for, look on your Order confirmation it says in the "Note" area: "Top trimmer to be packed out about 110mm." How on earth was I supposed to know that meant it would actually come short? Because that was the correct thing to say. They designed it short to begin with! It was intentional but also they did not explain that they did that! They should have! For a staircase that costed over £1200 I was very angry because then the workers had to carry out further modifications and extend my landing on the top floor so it would reach the staircase, which got me to pay a lot more than I imagined... It was the most horrible experience we ever had with a company in our life. Overall they gave me the impression they really don't care about the customer, as long as you paid for the wood they send you. And that's the thing, you have to pay first, otherwise they say they can't send the staircase to you. And once you've paid, you're toast because if anything goes wrong, they're probably covered in a note somewhere. .

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