bathmate customer service is giving me a head ache

D

djo

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Jun 9, 2010
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i've been waiting 23 days for a replacement Bathmate. i sent my first email to customer service on may 17, 2010 and i was told to wait 7 days for a new unit to arrive. it's now been 23 days and the replacement hasn't even been shipped out. i'm sure the people at Bathmate hq are busy but this is unacceptable. i just don't understand why it's taking so long. i got an email 2 days ago from someone named joe mosalski saying it would be sent out immediately and i'd be given a tracking number.
i've not heard from him since. could someone possibly help me get a solid answer as to why it's taking so long to just send me a new Bathmate? i'll be moving to a new place in the next week and it would just be really convenient if i could have my new Bathmate before my address changes.
 
i also want to note that they told me it would be cheaper, easier and quicker to completely break the Bathmate and send them pictures, as opposed to shipping the malfunctioning unit back to them. so now i have a Bathmate in 3 pieces.
 
djo;384621 said:
i also want to note that they told me it would be cheaper, easier and quicker to completely break the Bathmate and send them pictures, as opposed to shipping the malfunctioning unit back to them. so now i have a Bathmate in 3 pieces.
Click to expand...

Now, that just sounds suspect to me.
 
Just sent an email to them for you, you should hear back today.
 
Where did you hear about this offer from? you joined the forums this month and have posted only 3 times. Bathmate support are usually very good and send out replacements no problems at all.
 
thanks, dld. i did receive an email. they shipped it out and sent a tracking number today. i'm grateful that they responded to you so quickly, but it still should not have taken nearly a month just to ship it out.

i only recently joined the forum, but i've been here for a while. i've had my Bathmate since december of 2009, and i actually had the same problem when i ordered it. it took 2 weeks for them to ship it out and another week to receive it.

the Bathmate is an excellent product, but that customer service could use some work.
 
Hi Djo,

What happened actually regarding shipping delay was twofold; incorrect stock reporting from our partner Shipwire that takes care of shipping AND a holdup in Customs Clearance from the FDA. Thankfully this is resolved; but just today as we are getting more and more stock into the US we got this message:


The following shipment has encountered international clearance delays: ....
1. The Food and Drug Administration requires a detailed description of the shipment.

This is what happens when you're honest and label your shipments in accordance with law :(

Agust
 
So it is straightened out now?
 
I had a customer service problem with Bathmate. I have a problem with the product, when I received my package from Bathmate Europe (UK), I saw that the Bathmate was broken. All of my mails to the customer service email address (info@umproducts.com; info@Bathmatesupport.co; info@Bathmateonline.co.uk; support@Bathmate.eu) were not returned.

You said: "Tim is out of the office for a week or two visiting our retailers : please direct any complaints / queries / product questions to info@Bathmatesupport.co" I tried to sent you at this mail but in hotmail says:

"This is an automatically generated Delivery Status Notification.

Delivery to the following recipients failed.

info@Bathmatesupport.co"

In your website you said in "the benefits of Bathmate": CUSTOMER SUPPORT 24/7
and I have tried to communicate with you since Thursday for explain my problem (I included photos) and I have not received answer of you.

Can you assist me for this? Thanks and regards.
 
Ficcion;439380 said:
I had a customer service problem with Bathmate. I have a problem with the product, when I received my package from Bathmate Europe (UK), I saw that the Bathmate was broken. All of my mails to the customer service email address (info@umproducts.com; info@Bathmatesupport.co; info@Bathmateonline.co.uk; support@Bathmate.eu) were not returned.

You said: "Tim is out of the office for a week or two visiting our retailers : please direct any complaints / queries / product questions to info@Bathmatesupport.co" I tried to sent you at this mail but in hotmail says:

"This is an automatically generated Delivery Status Notification.

Delivery to the following recipients failed.

info@Bathmatesupport.co"

In your website you said in "the benefits of Bathmate": CUSTOMER SUPPORT 24/7
and I have tried to communicate with you since Thursday for explain my problem (I included photos) and I have not received answer of you.

Can you assist me for this? Thanks and regards.
Click to expand...


Tim does not work for our affiliate nor do we give support based on his products. Any issues should be sent to our Bathmate support.
 
doublelongdaddy;439385 said:
Tim does not work for our affiliate nor do we give support based on his products. Any issues should be sent to our Bathmate support.
Click to expand...

Sorry, Tim is from another forum.

Three days ago Julian R. respond my request; he is from "UPL CUSTOMER CARE" (http://uplsupport.zendesk.com) and he told me: "I WILL ASK FOR A RE-SHIPMENT OF YOUR UNIT IMMEDIATELY". But he has not told to me when? And he did not provide me the tracking number. I sent a message to him two days ago and I have not received answer about the status of my new package.
Can you assist me?

Thanks.

P.D. UPL CUSTOMER SERVICE has contact with MATTERSOFSIZE.
 
Ficcion;439860 said:
Sorry, Tim is from another forum.

Three days ago Julian R. respond my request; he is from "UPL CUSTOMER CARE" (http://uplsupport.zendesk.com) and he told me: "I WILL ASK FOR A RE-SHIPMENT OF YOUR UNIT IMMEDIATELY". But he has not told to me when? And he did not provide me the tracking number. I sent a message to him two days ago and I have not received answer about the status of my new package.
Can you assist me?

Thanks.

P.D. UPL CUSTOMER SERVICE has contact with MATTERSOFSIZE.
Click to expand...

Then he is taking care of you, good. There is nothing more I can do, you are dealing with the guy directly.
 
DLD,

I have been seeing some threads in the forum in relation at my problem. I have seen that you´re THE MASTER OF CUSTOMER SERVICE. And I need your help. I have pictures of the broken (damage) Bathmate. I have my order receipt and I`m registered in http://uplsupport.zendesk.com
Do I need something more for your help?
Thanks.
 
Ok, he is taking care my request. But, when I receive the tracking number? If the last message that I received were (from Julian):" Let me know if I can assist you further".
 
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