Having made the decision to renew our bathroom suite and replace the dated tiles and decorations we set about looking for the best way of doing things. Having seen an advert in the National press for Dolphin, we liked what we read and decided to do it "the Dolphin way" (in house planning, all jobs done by one company, on site technical surveys, project managed, etc).
Following a trip to the local showroom we arranged for a sales man to call. He phoned on the day to say he couldn't make it because he had filled his car with diesel instead of petrol (attention to detail - not a good start). He then said I should phone Head Office and arrange another appointment - I pointed out that that was something I felt he should be doing.
Anyway, he turned up the following night and spent three hours, measuring, advising and "selling".
Due to the size of our bathroom and the nature of some of the wall construction (plaster board instead of brick) we found ourselves having to compromise on things that we really wanted (not his fault but it made it less of a "dream bathroom"). When we had finished going through his catalogues he worked out the price.
His first offer of £6.7k was unbelievable given that we hadn't really got what we wanted and that the room was so small (our "order" consisted of electric shower, tray, door, enclosure, small basin, small WC, one tap, 12m2 of tiles, labour, electrics etc., no bath, no lights, no ceiling labour, no furniture, no mirrors). I told him it was at least 30% more than we were prepared to pay and within a minute he had re-calcualted the price to a more acceptable £4.5k. He offered this price with the proviso that his manager authorised it.
(His manager did authorise it (surprise) although he said he would not be able to hold this level of discount for very long. When asked why, the sales man became very vague - something I detest.)
So, having agreed the price, he handed me the 5 piece contract to read and asked how I was going to pay. When he heard we would be paying cash he made a big song and dance about using their credit plan - because it would be cheaper than cash. I made it clear that credit would not be considered and after he had made another ten minute sales pitch (to deaf ears) he finally gave up on that.
As I was reading the contract I made a point of checking the back sheet that he had been writing on. His face went white and he said I shouldn't be seeing that.
No wonder!!
This sheet had the list prices of the products we had chosen and the dodgy discount process sketched out. We had chosen an electric shower (compromised on it really) and I was astounded to see the list price of this item at £2,270 with the shower tray, enclosure and door at another £4,110. The total, pre-discounted price for a small, non dream bathroom was a staggering £15,798. I kid you not.
To add insult to injury I was told that he needed 25% deposit immediately and the balance would be payable upon delivery. I wouldn't receive an installation date until after the products had been delivered and paid for. That really annoyed me. I don't like paying up front for work that is yet to to be done and the amount of money involved made me wary.
At this point in time I had done no 'net research on Dolphin and had no idea of some the problems others had faced.
We decided that this combination of "red flags" was enough to make us think again and when we declined to sign I was reminded that the discount could not be held for ever. I suggested that if that was the case then he need not worry about it as we would not be doing business with them.
Having since spoken to a highly recommended, local bathroom fitter we think we can get a better suite and a proper, professional job for approx half of our original budget.
If you are thinking of renovating your bathroom, think long and hard about what it is you want, how much you want to pay and whether you are comfortable paying all of your money up front without the guarantee of an installation date. I wasn't, so I didn't.
I wouldn't consider this type of approach again and would advise anyone to DO THE RESEARCH and find out all they can in order to satisfy themselves that this was the company for them.
How helpful would this review be to a person making a buying decision? Rating guidelines
There is no way I would pay those kind of prices for the smallest room in the house. Even the cheapest quote is more expensive than what I paid for my kitchen and I know where I spend more time!
MAFARRIMOND 13.05.2004 23:16
I will avoid this company. Maureen
docpov 13.05.2004 18:56
hello, we are looking for a new bathroom at present and had considered dolphin, after your experience maybe not then. David
Advantages: Impressive finished product, great catalogue and TV advert, professional sales staff Disadvantages: Very expensive, sister companies featured on BBC1's Watchdog
very helpful by (15%):
helpful by (85%):
