Appalling customer treatment: As context we placed a very large order with Drench. We ordered c. 45 products to fit out 3 full bathrooms and two cloakrooms, as part of a self build project. This was an order amounting to many thousands of pounds. In the earlier interactions, Grace Reynolds at Drench was very helpful in designing the bathrooms, and had it not been for what I am about to describe, this review would have been very positive, as per many other reviews on this company you may have read. There were a few slip ups, but on the whole the service was good, and products were of decent quality. However, the real test of a company is when something goes wrong, and this is where they showed their true colours. Out of the many items we had ordered, there was one major issue. One of the toilets, when it came to installation had a bad leak, it was faulty. Drench wouldn’t let us refund or exchange this item as we didn’t notify them of the fault within 2 days of delivery. Given the size of our order and nature of our project there was no way for us to install 5 bathrooms within 2 days post delivery. There was also the implication that I was to blame and that I was somehow trying to deceive Drench by daring to ask for them to rectify an issue with a faulty product they sold me. They even had the cheek to ask if I wanted to buy another one from them, clearly not wanting to miss an opportunity to take even more money from me. A decent company who cared at all about delivering good customer service would have taken into account the very sizeable order we placed with them, as well as the nature of the project, and helped us with this situation. Instead, Grace firmly stood behind their 2 day policy, which is only there to protect them, and not in the interest of their customers. If you order from Drench, then you may get lucky, and if there are no issues with any of the items, then your experience might be good. But beware if there is an issue with anything, as they will not be there to help you, even if you have been a good customer who has spent thousands of pounds with them. I won’t ever order from them again. Many other companies we dealt with over the course of our build had a much better attitude to customer service when something went wrong.