How we have improved our service at Brabantia

'Thanks board' for Customer Service at Brabantia

by matt on February 1, 2011

Hello there! If you are new to 'Brabantia Life', you might want to subscribe to our RSS feed for interiors, decor, fashion and product news updates from Brabantia.

[Click here for customer service contact details]

At Brabantia we’re huge fans of retail guru Mary Portas who is now back on our TV screens but this time she has turned the tables on shops and is fighting the side of the customer. In her new series Mary Portas: Secret Shopper, she’s looking at customer service and is helping leading brands sort out their poor customer service levels.

Well here at Brabantia we are fighting the cause too and are pleased to announce our Customer Service team have just completed their latest Social Media Customer Service Training and are keen to hear from you! To get in touch with the team or to find out all about our latest news, ideas and competitions, please follow us or send us a Tweet @BrabantiaLife.

Our 'customer thanks' board for our service

Our customers are King…but don’t take our word for it! We have a notice board that we proudly share with our customers in our UK reception, with recent letters thanking us for our help. We would like to do this virtually too and thank the following Twitter users for their kind words:

@Deanraw: Brabantia have replaced my broken bin lid free of charge. 7 years old as well ) ah, little things
@rushpete Brabantia are great. Rang for new bin catch. They’re going to send one free with no proof of purchase, age of bin or any quibble. Impressive
@Mr_Monty_Burns Bought sensor bin last year which now has a fault – had excellent customer service from @BrabantiaLife with a FOC replacement #happycustomer
@Peterwaneless @GeorgeJulian – pleased to count @BrabantiaLife among my followers. I hope they’ve seen all my praise for their excellent customer service
@andrewdunning … Always impressed with your customer service … so helpful with any issue

If you prefer traditional ways of contacting us, you can reach UK Customer Services on:

Email: info.uk@brabantia.com

Telephone: 0845 6024877

[Our international telephone numbers and FAQs, register product and guarantee links are here]

Don’t forget to join our Brabantia Fan Page too at www.facebook.com/brabantialife where news, views, trends, tips and competitions are shared.

Please get in touch with any questions, queries or just to send us some love!

Tagged as: Brabantia, Contact details, customer service, Email, England, Espana, France, garantie, guarantee, Ireland, onderdelen, online, Portugal, Telephone, Twitter, UK

{ 56 comments… read them below or add one }

carol green March 9, 2011 at 8:19 pm: Hi I have had my 30litre touch lid bin for 5 years but unfortunately it has just broken, so I am using it with lid open, can I please get a replacement. Hoping you can help, thanks Carol
Mr D Major March 27, 2011 at 3:17 pm: I have just purchased a 30L bin from Amazon..Please can you let me know how I can register it?as I am unable to do it on line.
REgards
D.Major
matt March 30, 2011 at 11:51 am: Thank you for your query.

Our team at customer services is dealing with this and will contact you directly.

We are also available on Twitter for any further questions – @Brabantialife
matt March 30, 2011 at 11:53 am: Thank you for your query.

Our team at customer services is dealing with this and will contact you directly.

We are also available on Twitter for any further questions – @Brabantialife
Geoff Clayton April 14, 2011 at 2:41 pm: The latch on my 30L bin lid failed after 5 years, I phoned your very polite customer services and received a spare within 24 hours, at no cost!. Fantastic!!!!
Thank you
matt April 14, 2011 at 2:43 pm: Glad that we could be of assistance Geoff! ^MA
Mrs Denise Best April 20, 2011 at 9:35 am: I have just received my replacement lid for my 30lt touch bin. I would like to say Brabantia is brill!!!
matt April 20, 2011 at 9:44 am: Glad to be of assistance! ^MA
Mike Hayes May 31, 2011 at 12:56 pm: Just received a replacement lid for my 6 year old 40L bin.
Absolutely brilliant customer service and so pleased to have such a straightforward warranty procedure. Well done Brabantia!
Phil June 2, 2011 at 8:16 pm: Do you know where I can buy a 30L touch bin in Spain, either in a store or online? My local shop has one but for €177 which seems a little steep when they are under £100 in the UK.
matt June 2, 2011 at 8:43 pm: Hi, thanks for your enquiry, please feel free to contact your local Customer Service Brabantia in Spain and they can signpost you to all your local suppliers: T +34 93 47 50 593
email: info.spain@brabantia.com. Do let me know if you need any more details. AS
Marie June 3, 2011 at 6:25 am: Hi, I left a message on the contact us section of the main website about my wall fix dryer which has buckled and broken in less than a year. That was over 2 weeks ago and I have had no reply or acknowledgement. It was professionally installed and always covered and not over loaded, I live alone. I googled and saw others too have had this problem. I don’t think it’s well made, the top silver bar that goes across into the wall bracket is too short and was always coming loose. I don’t have the strength to keep putting it back myself and now in a slight wind it’s buckled and fell down (the drilled wall plate still in place). I am still awaiting a response. I have found my guarantee card and would like this sorting ASAP. I don’t think a product should do this in such a short time. look forward to getting a response this time unlike I did from the other area of the site!!!
Thank you
Marie
matt June 3, 2011 at 8:45 am: Sincere apologies for this. You message seems to have not been delivered via the contact form. I have made sure that customer services are dealing with your query as a matter of urgency today. ^MA Matt
Aime June 7, 2011 at 12:20 pm: Thank you for your enquiry re pricing, with regards to the 30l Touch Bin, we can only guide retailers on what they sell our product at, therefore cannot set prices, be it in the UK or Abroad.
One of our customer services team is currently trying to find out where this bin can be purchased in Spain at a lower price point, and we will let you know. Many thanks again for your enquiry.
Scott Lane August 7, 2011 at 4:47 pm: Hi

I wonder if you can help me I have the 50L Brabantia bin and my bin lid won’t stay closed it’s like the catch has broken, can you help me with a solution please?
As I don’t want to go out and spend out on another bin as the 50L ones are very expensive.

Thank you
Aime August 8, 2011 at 7:02 am: Thanks – someone from Customer Services will respond to you as soon as possible, thanks for your enquiry. Many thanks AS
Susan Vizard September 1, 2011 at 4:03 pm: Hi

I have a 30 litre brabantia touch lid bin. Our clip on the lid has broken but the clip has completely fallen off so we need a new lid. We have had the bin since 2006. Can you tell me where I can order a new lid from and how much they cost please?
Aime September 5, 2011 at 1:22 pm: Thanks for your enquiry. It sounds like this may be covered under your 10-year guarantee. Call us on 0845 6024877 or email your number to andys@brabantia.com and we should be able to help. AS
Flora Smith September 6, 2011 at 8:50 pm: I wonder if you could supply me with the plastic clip for the 50L Brabantia touch lid.I have tried to get it from shops selling brabantia goods but have been unsuccessful.I await your reply.
Flora Smith
Aime September 7, 2011 at 8:51 am: Thanks someone from Customer Services will get in touch shortly. AS
Aime September 7, 2011 at 9:17 am: Hi Flora please ring us on 0845 6024877 or email andys@brabantia.com with your address and we’ll send one free of charge. Thanks. AS
sheena raeburn October 2, 2011 at 7:18 am: Hi,

The plastic bit that receives the clip of the lid of our Brabantia 30l touch bin has broken off so the bin will not close. We have had the bin since 2008. Can you provide a replacement lid?

Thanks
SR
Aime October 4, 2011 at 9:20 am: Hi
Thanks for your enquiry. We can provide you with a new lid. Please contact us on 0845 6024877 or email me @ andys@brabantia.com when you have the lid in front of you so we can help.
amanda melbourne November 6, 2011 at 10:28 am: can you help we have a 40-50L sensor bin about four years old . after changing the batteries the lid rises but stays open it seems to go up too far and then sticks
Aime November 7, 2011 at 1:24 pm: Thanks for your enquiry. Please contact us on 0845 6024877 or email andys@brabantia.com.
Dawn Burger November 11, 2011 at 11:26 am: I am lost for words (which doesn’t happen very often)…. I have a 3 year old Brabantia sensor bin whose lid has stopped opening automatically. I googled spare parts and found some very worrying comments about how difficult it was to get a replacement and poor customer service experienced. I then happened upon a positive comment/feedback from a customer which recommended this website. I have just contacted there 0845 number and spoken to a completely charming lady called Sue. After asking me a couple of questions about the model of my bin she has said that a replacement sensor ( and 2 little missing gromits) will be sent to me FREE OF CHARGE…. I can’t believe it…a company that still offers such fantastic customer service in this day and age where greed has taken over so many companies. Thankyou Brabantia, and thankyou Sue …. from an extremely satisfied and appreciative customer, long may you stay in business…and please appreciate how lovely your staff are especially Sue )))
(p.s. I haven’t received my replacements yet, but have no doubt they will arrive as promised….just wanted to say a big thankyou straight away)
Aime November 21, 2011 at 11:52 am: Thank you so much for that wonderful feedback, we will let the Customer Service team know. AS
Maria Haynes December 13, 2011 at 5:34 pm: Clip has just broken on my 50L touch close bin and we purchased in 2007 and I am sure there is a 10 year replacement on parts, can you help me with a new clio or lid as everything else is fine.

Many thanks

Maria Haynes
Aime December 19, 2011 at 4:33 pm: Thanks for your enquiry, we have passed your details on and our Customer Service staff will be in touch via email. AS
miss rhonda smith December 24, 2011 at 9:10 pm: Hi,
I have a 50L Brabantia touch bin but the clip has stopped working ,do you know where I can purchase a spare clip in the UK.
Thank you Miss R Smih
Jay Ar Ocampo December 27, 2011 at 5:43 am: Hello
I have a Brabantia sensor bin. It opens perfectly but the lid will no longer close automatically. The lid seems to open too far i.e . past the point where you can put it to stay open. Is there a way of adjusting the point where the bin lid opens to, automatically, so that it will then close automatically?
Lynsey fothergill December 31, 2011 at 5:28 pm: I too have a brabantia sensor bin which stopped working back in September after we bought it four and a half years ago from John Lewis online. We are using it with the lid open but it is less than ideal. What would your recommended course of action be?
Aime January 5, 2012 at 11:21 am: Thanks for your enquiry, our customer services staff will be in touch shortly. AS
Aime January 5, 2012 at 11:22 am: Thanks for your enquiry, our customer services staff will be in touch. Many thanks AS
Aime January 5, 2012 at 11:22 am: Thanks for your enquiry, our customer services staff will be in touch soon. AS
Louise Thorne January 29, 2012 at 5:04 pm: The lid on my Brabantia Touch Bin 30L Matt Steel has broken please could you direct me to where I might get a replacement. Many thanks.
Aime January 30, 2012 at 1:50 pm: Thanks for your enquiry. There are three types of catch fitted and we will supply a replacement Bin Lin Catch kit which will fit all types of lid.

Please either call us on 0845 6024877 or go to Brabantia.com and obtain a replacement under the guarantee scheme. Fitting is a simple job but If help is required a help video is available on YouTube too. http://www.youtube.com/watch?v=L50_hKyzrto&list=PLDD6D0B9E0CB0CBC0&index=3&feature=plpp_video
matt February 9, 2012 at 11:32 am: Hi John,

Thanks for your feedback, was this on the blog Brabantia Life or the webshop?

Matt
Ralph Parisi February 17, 2012 at 12:13 am: I have a 40 litre touch bin matt steel fingerprint proof waste storage can which I purchased back in 2008 at Linen’s and Things in North Carolina, USA. The black plastic lid broke where it wraps around the spring, it’s completely cracked and I am desperately trying to find the reciept. Is this covered under warranty and how do I go about getting a replacement. It is the OVAL lid unit, FPP – width 43.5 cm part #383885 Matt Steel Fingerprint proof with Black Flap. I await your reply. Thank you.
Aime February 20, 2012 at 3:00 pm: Thank you for getting in touch. Someone from Customer Services will be in touch shortly. AS
Vicky February 22, 2012 at 11:06 am: Hi, I have inherited a 40-50L touch lid bin in the flat I live in. Sometimes it sticks whilst it’s shut, and other times it won’t catch and stay shut at all. Does this sound like I need a new catch or like the lid has somehow got out of alignment? Any advice gratefully received….

Thanks in advance,

V
David Hamer February 24, 2012 at 5:19 pm: Hi,
I’ve had a 50l Brilliant Steel bin for about 3 years – afraid I never kept the proof of purchase.

Unfortunately the little plastic post on the bottom part of the lid that the catch catches hold of has broken off and now the lid doesn’t shut.

Anything you can help with?

Regards

David
Aime February 27, 2012 at 10:59 am: Thank you for your enquiry. Someone from Customer Services will be in touch shortly. AS
Aime February 27, 2012 at 11:00 am: Thank you for getting in touch. Someone from Customer Services will be in touch. AS
melanie March 6, 2012 at 8:46 pm: Hello, just found you after reading some helpful comments on
Mum’s Net. I have a 30 Litre Tall Silver Brabantia bin
the plastic bit on the bottom of the bin has been dodgy for
a while and has now broken off this evening. The bin lid won’t
shut – making the kitchen rather stinky! I’ve had the bin
for roughly 7 years (from John Lewis – to be honest after such a long time I don’t have the receipt) – great service from the bin until just before Christmas when it was getting iffy and now the plastic has shawn off.
Please can you help? Thank you, Melanie
Aime March 12, 2012 at 1:48 pm: Thank you for your email, someone from Customer Services will be in touch shortly to help you. AS
Suzanne Johnson March 13, 2012 at 6:29 pm: I have the 30 litre tall silver touch lid bin . The catch is broken and lid will not stay shut .The bin was purchased about 6 years ago , please could you help ?? Many thanks Suzanne Johnson .
Aime March 19, 2012 at 11:51 am: Many thanks for your enquiry, our Customer Service team will be in touch very soon. ^AS
melanie March 21, 2012 at 10:10 am: Hello, just want to say a big thank you for my new bin lid
which arrived last Friday. Such efficient service and such a relief
to finally get the bin closed! Looks very smart and
many thanks for your help.
Best wishes Melanie
Jackie March 21, 2012 at 10:43 am: Hi I own two 30L Brabantia bins and the oldest bin of about 7 years has just last night broken….. gutted! The whole of the black catch and small ledge it is attached to has sheered off and looks as though cannot be mended. The bin base is black with a stainless steel lid with a black top. Can you help me find a replacement lid as the bin is in good order apart from the lid and seems a shame to have to replace the whole bin which would be costly. Many thanks for any help