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Bella Bathrooms Reviews

3.8 Rating 126 Reviews
70 %
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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RH
Verified Reviewer
“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 6 years ago
Roo
Unverified Reviewer
“Terrible customer service item returned and they refused to refund. Because we could not prove that the tray was damaged in transit. Note when returning the item, we insured it but used the original packaging. When we tried to claim due to Bella bathrooms refusing to refund us we were told that the insurance would not pay. This is due to the original packaging not being adequate. Do not use this company, If there is any risk you may want to return an item. Below is a photo of the damage as well as damage to the box it was delivered in.”
Helpful Report
Posted 4 years ago
No Refund Given Can't Get Rid Of Option
Verified Reviewer
“Do not use at all cost. Thieves who damage returned goods in order to not refund you. Delivery is so slow and no communication. if I could leave them no stars I would! Do not make the same mistake as me. Read all the reviews all had the same problem. Go to Victorianbathrooms4u instead they were amazing.”
Helpful Report
Posted 4 years ago
MR Junaid Akram
Verified Reviewer
“Extremely unprofessional retailer and very rude staff. They had items in stock on the website. Happily took my order/money but a month later only partial order arrived. Called 5 times and emailed 3 times. (Seems like a common theme reading other reviews) Each time having to wait 30-60 mins in a queue. They expect you to keep wasting your time and calling them to chase order as they won’t respond to emails. On last call an extremely rude representative got into an argument with me accusing me that “I don’t care their team is off”. With all due respect, I have a job to do and have already waited a month. She refused to log a complaint, refused to process a refund straight away and refused to transfer me to a manager. I would highly recommend everyone stay away from such a cowboy setup and go with a more professional outfit that have a modicum of ethics and higher level of customer service about them. As a last resort I have now escalated this matter to Trading Standards. If I could give 0 stars I would. I am not in the habit of leaving reviews however I felt the need to leave this in order to save others from the Trouble I went through.”
Helpful Report
Posted 3 years ago
Suzanne Homer
Unverified Reviewer
“I ordered a toilet and sink. The toilet arrived broken and despite the box being opened in front of the delivery person who confirmed it was broken - the company refused to refund or replace. This was despite repeated requests. AVOID!! Mrs SH”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Damaged product, replaced with another damaged product. Cost £380 and after chasing a week later offered £10 compensation. AVOID”
Helpful Report
Posted 3 years ago
Norman McGarry
Unverified Reviewer
“A very poorly packaged bathroom cabinet was damaged in transit. The parcel was received by my builder so not opened/inspected within their required 7 day period for notifying of damage. Even though the issue was a result of inadequate packaging and not damage by the courier Bella Bathrooms refused any form of replacement or refund. Very disappointing as I could have bought the same unit more cheaply in B&Q.”
Helpful Report
Posted 3 years ago
Narayanaswamy
Verified Reviewer
“I placed order several products . Call up few times to confirm the delivery date. They promised me to delivery items as committed. But one day before the delivery they send me an email saying they cannot delivery products”
Helpful Report
Posted 4 years ago
Lorraine Kelly
Verified Reviewer
“Terrible customer service, refused to refund or replace a toilet seat that was dispatched broken”
Helpful Report
Posted 4 years ago
Mr Wilks
Unverified Reviewer
“Very easy to use website, great choice of products and the staff are so helpful we would most defiantly be back!”
Helpful Report
Posted 4 years ago
Waiting Collection
Verified Reviewer
“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 5 years ago
Anonymous
Unverified Reviewer
“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 5 years ago
Anonymous
Verified Reviewer
“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 5 years ago
Anonymous
Unverified Reviewer
“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”
Helpful Report
Posted 5 years ago
Anonymous
Unverified Reviewer
“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 5 years ago
David Mc
Verified Reviewer
“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.”
Helpful Report
Posted 6 years ago
Anonymous
Unverified Reviewer
“Absolutely terrible customer service if you have a problem these guys don't want to know”
Helpful Report
Posted 6 years ago
Stephanie
Verified Reviewer
“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.”
Helpful Report
Posted 6 years ago
Vince Jones
Unverified Reviewer
“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.”
Helpful Report
Posted 6 years ago
Anonymous
Unverified Reviewer
“Terrible shoddy job when complained told to take or leave avoid these cowboy's”
Helpful Report
Posted 6 years ago
Bella Bathrooms is rated 3.8 based on 126 reviews
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