“Having purchased thousands of pounds worth of product from Bathstore, one item was opened outside of the returns period. It was a radiator which was bent, therefore it could not be fitted to the wall. Despite my request being a straight swap for a non defect item it would not be swapped. Returns within the 30 day period for someone that has changed their mind I would understand. But given inevitable delays on building sites, and the product actually being damaged from the manufacturer to not honour a return is very poor.
The customer service rep said that he could notify his line manager but it would be pointless as they would dismiss it out of hand.
I would not use again, the customer service from big bathroom shop has been far superior in every way.”
“Deceitful Company BEWARE
I placed an order in good faith that the item was in stock. I called to chase and discovered that it wasn’t in stock and was very unlikely to come in stock in future so my only option was to cancel. However Bathstore have a 30 day refund policy and it’s unlikely I will receive my money back for another month, and by cheque. This item is still showing in stock even though it’s not. Claiming items are in stock just to get customers money to improve cash flow is appalling, immoral, deceitful and probably illegal. Apparently the CallCenter handlers supervisor, who is due to call me back, has a long list of unhappy customers to call back hence why I’ve not heard anything back. Have contacted trading standards.”
“Appalling service - took them over three weeks to give me a delivery date. Turns out the reason for that was that the orders that you input on-line are then manually re-typed by The bath Store into a different system. They re-keyed my information in incorrectly but did nothing until I chased and chased and chased and chased.
Finally, when I did get a date the Bath Store then waited three weeks to tell me that one of the items I ordered on their website had not been in stock for over a year. The choices I was given were: I pay a lot more money for a different item or a refund. I'm then told that refunds are by cheque even though I paid by credit card and that it will take a minimum of six weeks to arrive.
So basically the Bath Store are holding me to ransom, so I have no choice but to stick with them. They then email the Bath Store closest to me asking them to tell me another item I had order had not been in stock for a year and what did I want to do. Not sure why bath Store customer service didn't contact me direct as they had my email/phone number. Also not helped by Bath Store not knowing that their store near me was closing down so were not answering email.
The result of all these errors by The Bath Store has resulted in me losing £1000 as I had a plumber booked in based on the time scales that the Bath Store gave me.
It's very clear why the Bath Store went into administration and with this level of customer service I don't think it'll be long before they are back into position.
So short story short and my experience of dealing with The Bath Store - they lie to you over again - they promise to fix things but then forget about you - every Bath Store department blames another one for all the issues - they are a very unprofessional company who will take your money quickly enough but then treat you like a piece of dirt that they have stood in.”
“Smashed tiles delivered and the nobody answering the phone in stores to get it remedied. No central customer Support so only way to resolve was an angry public tweet - which they then leapt on and resolved really quickly (hint: why not support the Customer before it gets that far?!)
That and a faulty radiator which is leaking from a poor weld from day one. They’re replacing it, but I have to pay the fitter to unfit the rad he just installed and then come back and install the replacement”
“Liked the design service and staff were friendly but everyone was new and the processes behind the scenes are not coherent. Some staff didn't know we had paid to have the fitting done etc.”
“We visited the Peterborough store a few times to choose the utility furniture and accessories for our new ensuite bathroom project. At all times the staff were particularly helpful, knowledgeable and patient. When it came to purchasing the products - the staff were also really helpful in helping us to narrow down the items we needed. This was the first bathroom project we had entered into and we didn't really have a clue about what we required. The staff at Bathstore Peterborough were brilliant at giving advice because they know what they are talking about and this gave us the confidence to go ahead. We now have a great ensuite that we are proud of. We've decided to change our other bathroom and downstairs loo next - and we'll definitely be going back to Bathstore in Peterborough.”
“DO NOT TOUCH BATHSTORE - DISASTROUS AND DISGRACEFUL!
DO NOT TOUCH BATHSTORE!
Bathstore are in full breach of contract:
1) Structural damage to my property - confirmed in an independent structural engineer's report.
2) Faulty design - as per the opinion of two well respected independent builders.
3) Faulty systems and installation - requiring a full independent and expert testing/check (as I am left with a number of evident major problems).
AND YET DISGRACEFUL LACK OF ACTION FROM BATHSTORE:
1) Bathstore is unwilling to acknowledge responsibility for the damage caused in my home despite the expert report.
2) Bathstore's lack of expediency and delaying tactics are monstrous - 6 weeks since I sought URGENT action, including informing the Bathstore CEO of my predicament as I am 67 years old and awaiting open-heart surgery within the next month. Time is therefore of the essence for remedial work to be undertaken.
BATHSTORE DEMONSTRATE A TOTAL DISREGARD FOR THEIR LEGAL RESPONSIBILTIES AS WELL AS A TOTAL LACK OF RESPECT FOR THEIR CLIENTS.”
