I am extremely disappointed with BTW Naas
I am extremely disappointed with my experience with BTW Naas and, based on the customer service I received, I will not be doing business with them again.
I spent nearly €8,000 on tiles with BTW. Three of the tiles supplied were clearly a different shade/tone from the others. I shared photographs showing the difference, but instead of acknowledging the problem or even apologising for the inconvenience, I was repeatedly told that it was “not possible”. Regardless of whether the mistake happened with BTW or their supplier, I bought the tiles from BTW and expected them to take my concern seriously and help resolve it.
Unfortunately, that was not the only issue.
BTW also provided me with the contact details/reference for a tiler, Lar Kelly. I understand that BTW may not be legally responsible for the actions of an independent third-party contractor. However, after I experienced serious problems with the contractor and have been trying to recover money paid to him, I contacted BTW asking for help.
I was not expecting BTW to simply refund money that was paid to somebody else. I was asking for reasonable support from a business that had introduced/recommended the contractor to me — perhaps contacting him, helping establish communication, or at least showing some concern about what had happened to their customer.
Instead, I have been left feeling completely unsupported.
For me, good customer service is not only about taking an order and collecting payment. It is also about how a company responds when something goes wrong. Between the incorrectly shaded tiles and the lack of meaningful support regarding a contractor whose details were provided to me by BTW, I have lost confidence in the company.
BTW may consider these matters outside their responsibility, but as a customer who spent nearly €8,000 with them, I expected considerably better service.
I will attach photographs of the different-shade tiles so people can judge that issue for themselves.
I personally will not use BTW Naas again. I am leaving this review so other customers can make an informed decision, particularly if after-sales service and support are important to them.
