Sorry - this is a long one but I need advice as I am at the end of my tether with this!!
My grandparents are 88 and 89 years old and were sold a power-shower cubicle, flooring, tiles and a light by Dolphin Bathrooms.
Upon investigating I have found that my grandparents paid an extortionate price of £4,500 for a very poor service.
The shower unit was delivered and a Dolphin Bathroom fitter arrived and immediately started taking out the old bath. Upon starting the installation of the shower unit however, he found the base was broken. A replacement shower base was not delivered until a week later, and this was also cracked. During this time my grandparents had no bath or shower facilities and were living in cramped conditions because the shower cubicle and parts had been put behind their sofa in their small lounge by the fitter. Consequently during this time my 88 year old grandfather had to sleep on an upright armchair as my Great Aunt, also in her 80s, was staying and the sofa bed on which she normally sleeps couldn't be opened owing to the lack of space.
Tiles had also arrived cracked and Dolphin had told them that replacements for these and the shower base would definitely be delivered on certain dates. They therefore cancelled all appointments - including a weeks stay away - to ensure they were in, but deliveries didn't arrive.
It wasnt until 3 weeks later (15 working days) that the shower was finally working.
My obvious complaint is about the length of time it has taken to complete this work. Allowances should have been made for an elderly couple left to handwash themselves in their tiny kitchen.
The shoddy workmanship includes the shower door from opening in both directions, so water ends up on the floor, cracked and uneven tiles, the light is a complete mess, and pipes not properly concealed. The fitter also managed to damage the bannister, leaving it torn from the wall and he put up a towel rail with the wrong size screws so it wasn't stable.
I sent an email complaining and they responded immediately. They were very apologetic and the fitting manager went to inspect and called me to say the tiles were being replaced and they were going to replace the light. It seemed that they were taking my complaint seriously until I visited my grandparents and saw nothing has been done 2 months later.
I need to be careful as my grandparents know nothing of my complaint - they were so stressed about the whole situation while the work was being done and I don't want to upset them further.
I have emailed them today asking for the Customer Service Manager to call me by 12.30pm today but I've not heard from them as yet!
I think my grandparents entitled to compensation for what they've had to put up with - What channel should I take?
If Trading Standards got involved, would they have to speak to my grandparents?
Any advice appreciated.