The customer care representative who spoke to me yesterday confirmed that she will send me an email with all that we discussed on the call, which I also didn't receive. My property is a newly built house and it is only 3 years old and now my kitchen cabinet is ruined and swollen from the leak.
I was charged 291.00 GBP + VAT for a faulty installation and not even fixed on the 2nd attempt. I was so convinced about the quality and care of the product that I referred it to my brother as well which I will definitely not do in the future. The softener has barely been used and I am now regretting my decision to go with Harvey Water softener rather than much cheaper alternatives in the market. This is highly unacceptable and frustrating, I've bought this product for a month now and paid more than 2k GBP on the installation day as I trusted Harvey's reputation. I got a call from the customer care team on the day that the engineer will not visit and that new engineer will be scheduled next week depending on availability. I cancelled all my plans to make sure that I am available for the engineer visit. I was told more than a week ago that for the 2nd visit, Harvey engineers are not available and the earliest they can visit is on Saturday (11/09). HORRIBLE installation and after care case. “HORRIBLE installation and after care case” Please please please consider this before investing such big amount on a softener as you will be tied to the provider for after-sale service. So I'm left with a £2k device without salt, dealing with a business which clearly don't care about their customers after they manage to sell their products. Today is 15 days after my order and I'm yet to receive it. So nothing delivered after 11 days, had no communication whatsoever from Harvey regarding the unusual delay and was told two separate things when I tried to contact them myself.
So contacted DHL myself and found out that they had attended Harvey's warehouses a week earlier but wasn't given the order as it wasn't ready. 4 days later and still nothing received, so phoned customer services again and was advised this time that my order was with DHL which was dealing with a backlog at the point. Didn't receive anything after one week so phoned the customer services and was advised that my order wasn't registered properly and that it was all sorted then and I would receive it in a few days. I ordered 5 pack of Harvey Arc salts on 22 Nov. I have repeatedly emailed to customercare and feedback emails but still awaiting to hear back, unsure if these official channels are monitored as there has been no acknowledgement. I intend to log a formal complaint on my behalf if there is a channel within your organisation and convey my message to discontinue to concerned departments. Can you please escalate the matter, which I was unable to on phone as phone was picked up after multiple attempts and long wait by someone in finance and was asked to contact you or after sales.
#Harvey water softener systems cost trial#
I am therefore inclined to discontinue with the Softner when the 3 month trial period ends. While I have no issues with the product, I am concerned with the price being on a higher side and also the after sales/ customer service which haven’t met my expectations. I have now fully run out of salt in the very first month after installation. It has been over 6 weeks now with me regularly following up on emails and on phone, with often hanging up phone after waiting for over 20 mins without answer. I am still awaiting to receive promised inventory and add ons promised at time of order which were due with installation done on 20- Dec-2021.
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