Shockingly poor customer service
I bought my first countertop distiller from H20 Labs about 2yrs ago. I felt it was a great product. The cost of the carbon filters went up significantly in that time but to their credit, they state the new ones last longer. The distiller itself has started rusting and corroding and the chamber that holds the carbon filter has now broken (and it's about the only thing you can't get a. spare for). SO I decided to buy the same thing again. The price of the distiller has gone up loads (by about 33%) and there was an eye-watering £20 delivery fee on top.Nevertheless, I bought it a week ago. No confirmation email (despite money coming out of my account) and no distiller delivered. So I called in to ask it's whereabouts and spoke to a gentleman who couldn't have sounded more disinterested in helping me. He told me the product should have been listed as out-of-stock and they didn't have anything to send to me. He did not apologise once. He didn't offer any alternatives. I asked for an alternative and he said the cheaper one that has a polypropylene carafe instead of the glass one I ordered is available. I asked if I could be sent that instead and a glass carafe delivered to me at a later date. He said no. I asked why no one got in touch with me to say they've received my order but it's no longer in stock and offer an alternative and he said they don't have a process for that. Still no apology. The outcome is he is going to reluctantly talk to a manager and get back to me. I asked, "today"? He said no sometime next week. Terrible, terrible customer service. I am quite shocked that I was made to feel like me asking after my £230+ purchase made over a week ago was an inconvenience.