SANEUX UK

Hi Monksa,

I’m sorry to hear that you were not satisfied with our products and our customer service. We are aware of this situation and wished for it to have had a more positive outcome.

We were first notified of the bubbling and peeling of the surface finish earlier this month which would have been 10 months of it being installed, not within the four months that you mentioned when it started happening. We were also only notified of it happening on one side of the unit, and during the site visit it was confirmed that just one side of the unit had swelling as opposed to both sides. If a unit has been exposed to excessive water which is not wiped dry from the unit at its earliest convenience, water ingress can occur and can cause swelling. Our furniture products are water resistant, so it is essential that the aftercare instructions supplied with our furniture units are adhered to.

Water ingress in furniture can also be exacerbated if it is not installed properly. During the site visit, it was discovered that there was an obvious gap in the wall in which daylight could be seen clearly where the pipework was exiting within the unit which would have been there for approximately 10 months. It was also discovered that there was a fair amount of brick dust and debris inside the drawer, drawer runners, inside the cabinet, and on the pipework due to this open gap and it had not been cleaned or sealed properly. The gap also would have allowed for draughts and dampness into the back of the furniture.

Our five-year warranty covers our furniture products that have a manufacturing issue as opposed to installation issues or aftercare issues. It was concluded after the site visit that there was no manufacturing issue with the unit.

As gestures of goodwill, we waived our site visit charge and we offered a replacement unit at a heavily discounted rate, however the latter was not accepted. The offer of the discounted replacement unit still stands so should you wish to accept it, do let us know.

Kind regards,
Saneux