Bella Bathrooms Reviews

Name: Bella Bathrooms
Address: Bella Bathrooms Unit 10, Bowburn South Industrial Estate, Bowburn, Durham
Rating: 3.68

3.7 Rating 129 Reviews

68 %

of reviewers recommend Bella Bathrooms

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Phone:

0191 303 7771

Location:

Bella Bathrooms Unit 10, Bowburn South Industrial Estate, Bowburn
Durham
DH6 5AD

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Bella Bathrooms 1 star review on 4th September 2024

George McMillan

Bella Bathrooms 1 star review on 25th November 2021

Ahmed Randeree

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Miss described items and faulty goods slow customer care the list goes on.”

Helpful Report

Posted 6 years ago

“Terrible customer service not interested,buy somewhere else would be my advice trying to get a problem sorted was a horrible and stressful experience and still not resolved they simply don't care read all the reviews all the negatives are the same no customer service when problems with products.”

Helpful Report

Posted 6 years ago

“Arrived on pallet driven direct in to garage no damage done by us. when fitters unpacked to fit had scratched doors and broken clips on vanities. The worktop in description said marble yet made of chip board. We opened to fit after 2 1/2 weeks. We felt best left packed as heavy and building work going on and but within the 30 day rejection required on long distance selling set by trading standards, yet Bella Bathrooms think it is fine to change this rule to a 24hr rejection. By adding own terms and conditions, they think they can do as they like and said they would contact Hudson Reed the manufacturer putting the problems on them rejecting the fact the retailer is responsible. After three days bickering lost emails and lengthy phone calls they said would not supply again as i would not abide by the rules they make for selling (appears no longer available) so decided manufacturer had to collect then refund. Tried to arrange for next day collection responding to them by email at 13.15. I work full time Thursdays only day in week off, but notified at 4pm that day that this was not possible despite email saying 1-2 days notice. Asked for Saturday as husband has Saturday, Sunday off but do not work weekends next Thursday can do morning for collection as hospital appointment PM. All day only!!!!!!!!! I don't think they want to refund do you? It is up to you but anyone that can not collect around a customers working hours may not deliver when suitable, website says 3-5 days no exact delivery date at all. Blames me for not checking even though part of the problem was description wrong and needed a lot of packing protection unpacking and was stored safely on pallet while needed within the trading standards rejection time. They tell me they have 4000 customers emailing them so wait 24 hours for response and despite after sending email getting a generic we will respond within 24 hrs they say i sent to a no reply email !? Awful customer care but guess that is the customers or Hudson Reeds fault. !!!!!!!!!!!!!!!!!!AFTER BELLA BATHROOMS REPLY I AM POSTING A COPY OF BELLA BATHROOMS EMAIL SAYING WILL NOT REPLACE I WAS NEVER RUDE JUST MADE YOU AWARE OF YOUR LEGAL RESPONSIBILITY WHEN YOU TRIED TO MAKE ME KEEP FAULTY GOODS DON'T TRUST!!!!!!!!!!!!!!! Email1 Monday (after ring to find why no 24 hr response and promised a call back) Hi Deborah, I understand your urgency and I am working on this to see if I can get replacements for you. The manufacturer have confirmed they are looking into it and will get back to me as quickly as they can and I will update you as soon as I have a response. We ask for 24 hours to allow for a response but as you can see I have jumped onto your situation immediately so we are making this a priority, but we have over 4000+ customers each month you can imagine the volume of emails we deal with so please be patient. Email 2 Wednsday Apologies but we will not be replacing the goods as you have had these in your care for too long, you have a duty of care to the goods which have been delivered and you failed to adhere to this by checking and reporting any damage. We will collect the 3 damaged items and refund you for these in full. To confirm the goods we will be collecting are the following: OFF108 Hudson Reed Fusion Vanity unit 600mm x 2 OFF192 Hudson Reed Fusion Decorative End Panel x 1 Please confirm a suitable collection date and I will try and arrange this to suit? Kind Regards, Rachael Bella Bathrooms Ltd. Reply from Bella Bathrooms 7 hours ago Dear Deborah, The goods were delivered to you 3 weeks before you reported damage and after your fitters had attempted to fit. Our T&C's, which you agree to enter into contract to when placing an order with us, state that any damage must be reported within 24 hours from receipt of delivery. You have a duty of care to these goods once delivered and you chose not to inspect the delivery and place it in storage for a number of weeks. There has been no "bickering" on our behalf, you were extremely rude when you called our customer services team and via your emails. We received your email and within minutes started to resolve your issue. You stated you were rejecting the goods and wanted a refund, not replacements so this is not a case of them not being available. Reporting damaged goods after they have been in your care for so long we would not replace or refund, however we appreciate the error on our behalf for the worktop so agreed we would collect these damaged units and refund you, aswell as crediting you in full for the worktop which you had already fitted and accepted. This was your responsibility to inform your fitters of what you had ordered prior to fitting which you failed to do. Asking for collection to be arranged for the next day at 4pm the day before is not possible, this is not possible with 99% of companies. The same goes for Saturday and Sunday collections. We advised you collections can only be arranged between Monday - Friday working hours and will be an all day service. You continue to make requests outside of our possibilities. If you can provide us with a suitable date for collection between Monday - Friday we are more than happy to organise this for you. We are happy to refund you for these damaged goods, outside of our terms and conditions, but feel you are not willing to cooperate to be able to proceed. Regards, Bella Bathrooms Ltd.”

Helpful Report

Posted 6 years ago

“Awful company they are rude to anyone who has any issue I hope to write this as like other review below says you can not trust 'trustpilot' the reviews if you look at them anyone who dares to complain gets a nasty reply. I tell everyone i know to avoid them as there are many better companies. The cheaper items are not worth the headache. I feel they have a strange way to treat customers as im certainly wont buy from them i would rather pay more. I have never in my life experienced this with anyone before. Please stay away its really not worth it. I found them so distressing. I hope you read this before buying from them. I wouldnt wish my experience on anyone. When i watching programs on poor service i often compare the poor experience to them. If anyone cares for excellent or even standard respect from a seller then dont look for it with them. You could find yourself out of pocket and you only have 15 mins to check your items. The notification is poor when i used them and it can be dropped off anytime in 48 hrs i ended up losing lots of hours off work.”

Helpful Report

Posted 6 years ago

“Poor customer service, we had an emergency with a faulty item and they dealt with it very badly and very slowly. I wouldn’t recommend them to anyone, in my opinion there are many better companies out there who care. Once they’ve got your money...that’s it! And don’t believe any Trustpilot reviews as these are manufactured by the company who they concern, they can and usually do edit all bad reviews!!! Fact.”

Helpful Report

Posted 6 years ago

“please please please do not buy anything from this company It has cost me £100 just on deliver on items which were sent out incorrectly Very poor customer services and very rude especially SARAH who claims to be the manager! (Needs to upgrade her customer service skills) The lady who answers the phone Danielle just is no help whats so ever and she also is very unhelpful full, voice tone is very unpleasant I order bathroom sink , toilet and taps which were the wrong ones sent out and now it cost me more to return then due to their error Never again I would use this company as it was very poor experience please buy else were but not at BELLA BATHROOM every single person on the review have stated they are very RUDE I wish read the review before ordering my items on here I would rate them less than ONE if I had option”

Helpful Report

Posted 6 years ago

“Customer services are absolutely shocking. Unpleasant, unhelpful, rude. Danielle was the most unpleasant and rude person I have dealt with, the company has so many poor reviews and obviously this does not bother them. STAY CLEAR”

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Posted 6 years ago

“They delivered a toilet that was different from the one shown on their website. Customer services insisted they were right. I emailed photo's and told them to compare them to their website picture. They then changed the website picture to match the one they supplied.......unbelievable. They refused to refund me or replace the toilet and I even heard them sniggering when I was on the phone to them. They also managed to get my review removed from TrustPilot claiming I had the wrong company. A bunch of lying charlatans.....AVOID.”

Helpful Report

Posted 7 years ago

“Avoid this company! Their delivery charges are expensive, purchases are deposited on the street instead of at your doorstep and, if there are any problems at all, their customer service is terrible. In my own case, I was insulted on my doorstep by the delivery man for a product that I bought from Bella Bathrooms. When I made a formal complaint to Bella Bathrooms about his behaviour, there was only finger-pointing at the courier company and the manufacturer plus a vague promise to e-mail someone and then get back to me, which never happened. When I asked for a refund of the delivery fee by way of compensation for my experience, this was rejected out of hand without any reason given. Clearly, Bella Bathrooms is not a company that believes in customer service or in taking any responsibility for anything that goes wrong. It’s always somebody else’s fault. I regret ever using this company.”

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Posted 7 years ago

“Absolutely terrible customer service if you have a problem these guys don't want to know”

Helpful Report

Posted 7 years ago

“Their customer services is shocking. They are uncaring, unprofessional and artificial with their responses. I will never use them again. Their website doesn't show the full information when using a smartphone, as their website hasn't been adapted for this. So it's misleading. I was blamed for everything and certainly not cared for as a customer. I wish I had read the negative reviews before using them as I wouldn't have, knowing what I know now.”

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Posted 7 years ago

“Order arrived and when I unpacked it I found it was damaged. I notified them and was told I could not get a replacement as more than 7 days had passed since it was delivered and that was that. I could order another one at cost price though. Not exactly what I would call good customer service. I certainly would not recommend this company to anyone and will not be using them in future.”

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Posted 7 years ago

“Terrible shoddy job when complained told to take or leave avoid these cowboy's”

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Posted 7 years ago

“Terrible customer services no communication regarding delay of order so was left stuck and with no toilet!seriously use another online bathroom specialist.its cost me £100 on Palletline’s charges.i should have gone with my intincts the 1st time I phoned and attitude problem usually reveals staff that are constantly dealing with complaints😡”

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Posted 7 years ago

“Products are OK but customer service is so so bad. Missold a product and when trying to sort it out their answer is to hang up repeatably I guess hoping you give up. I would suggest you buy from elsewhere.”

Helpful Report

Posted 7 years ago

“Absolutely sham of a business. Their Terms and Conditions are actually illegal and do not comply with the Consumers Rights Act. We ordered tiles, and were told these would be delivered within 48 hours. We received no further communication except to say that the delivery driver had attempted the delivery (we had NO prior warning about the time slot). Then was told is was a further £25 to re-schedule the delivery. I refused to pay the charge as we were not told when the delivery would be made. I was then told in email that I should have looked out the window (for 48 hours!!!!!) and seen the driver and should have let him in. ????!!!!! REALLY????!!!!!! I refused the charge as its unfair to expect the customer to look out of the window for 48 hours to wait for the driver (!!!!!). I asked for a full refund (they refused to re-dliver the tiles FOC). and Now thay have deducted £90 for the original deliver and then to return the product to them!!! They say its in their terms and conditions, but under the Consumer Rights Act, I have a 14 day cooling off period and can cancel the order with full refund and no deductions should be made for delivery/delivery back to depot. All of this stated in an email to them and they still ignore the COnsumer Rights Act. I could go on (their rude and aggressive 'customer service', their lack of communication regards delivery (they stated it was my job to ring them and arrange and thats what most of their customers do - but this hasn't been stated anywhere in communications to me). Now reporting to Trading Standards for lack of complying to the law. So many people have been ripped off this way using this company, and are backing down because this company hides behind their illegal T&C's to overcharge (illegally) the customer. Their practices are awful and I am now in a position of having to report to Trading Standards and speak to my credit card company as I have been charged £90 for a product that I have not received.”

Helpful Report

Posted 7 years ago

“Ridiculous service. Ordered goods on the 15th May. Received no update with regards delivery. Contacted on Monday 22nd for an update to be told 2/3 days then 2 days later receive an email to tell me it is out of stock. Badly organised, incompetent time wasters.”

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Posted 8 years ago

“When enquiring on the delivery procedure, I was told it would be dispatched within two days and then would take up to five 'working' days to be delivered. Seven 'working' days later, we called them to find out why it hadn't come. We were told that it specifies on their website that deliveries are variable and can take longer. We have now been told that it is to be dispatched today and will take a further two days to be delivered. This is not acceptable practice. We have a plumber and electrician booked in and this 'mess up' has delayed the work we are having done. If we were informed that the delivery was held up, then we could have made arrangements. This delivery is costing us £36 and after arguing on the phone we were not offered any compensation. This is no way to do business. I would not order from this company again.”

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Posted 8 years ago

“Great...... until something goes wrong, then they don't want to know. They hide behind, "The manufacturer says". No idea about customer service. By refusing to answer emails they only make things worse. A company I certainly would not recommend.”

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Posted 8 years ago

“A company to definitely to avoid, especially if you have a problem with your order like I did. Slow, unhelpful and so bad I have had to take legal action to recover my money. Staff don't seem to know what they are doing nor are aware of consumer rights. Go for any other site and make sure you avoid this pathetic company”

Helpful Report

Posted 9 years ago

Bella Bathrooms is rated 3.7 based on 129 reviews