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| Here at Simply Saunas, we always strive to offer the best customer service we can. We continuously monitor and assess our services and welcome any feedback from customers, so we are able to constantly improve on our service and products. To maintain a constant level of service, we have created these promises to help us achieve a better service to you: |
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We will always deal with you openly and honestly throughout your relationship with us |
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Accurate delivery times – if a product is in stock, we can get it to you as soon as you like. If not, we will be able to let you know when new stock is arriving. |
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We will answer any queries you have promptly, by telephone or email – just give us a call. |
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We keep all spare parts in stock should you ever require them. |
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We price our products extremely competitively for this quality of product and after sales service. |
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We will advise you honestly on your requirements, without focus on a sale |
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We will deal with any problem or complaint promptly and to the fullest of our ability |
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Above all, we will make you our next satisfied customer. |
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We know that buying a product like this is a big decision, and you want to make sure you know exactly what you are getting for your money. To set your mind at ease, if you are unable to travel to our Morecambe or Tunbridge Wells showrooms to view our ranges in person (including working models), all our products are covered by our See-At-Home Guarantee.
If you are unhappy about any aspect of the product when it arrives, we will collect it, and give you a full refund with no reduction for transportation charges. All we ask is that you let us know within 14 days of the product arriving.
Also, if you can find the same product and service at a cheaper price anywhere else, we will beat it. |
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All our saunas include a 5-year Simply Saunas Warranty on all wood and glass, and 2 years on the CD player and electronics. If there are any faults with the sauna within this period, parts and simple replacement instructions will be sent out free of charge. After the warranty expires, we will continue supplying parts at cost price. |
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If you wish to change or cancel your order, you can contact our Customer Service team on 0845 456 7205 from 9am- 6pm Monday to Friday or 10am – 3pm on Saturdays. Please have the order number and date the order was placed to hand.
If your products have already been delivered, then you will need to follow our returns procedure. For further information, please visit our Refunds, returns and cancellation section in the terms and conditions below. |
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Complaints procedure
If you are not satisfied with the level of service you receive either online, in one of our showrooms or during the after sales period, please do let us know by contacting our Customer Services department either:
Via Email: customerservices@simplysaunas.co.uk
Via Post:
Customer Services,
Simply Saunas,
Northgate,
White Lund Industrial Estate,
Morecambe,
Lancashire,
LA3 3AZ.
Via fax: 01524 36144
We will aim to: |
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Deal with your complaint fairly, confidentially and effectively |
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Acknowledge your complaint within 5 working days and advise on a likely timescale for
resolving it |
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Keep you fully informed and updated on the progress made |
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