“Whilst I can’t fault them on price, this company excel in providing a farcical after sales service. The shower enclosure I got had a broken part. After a very long wait to get through to customer service — and a very difficult conversation explaining which part was needed to a person with a strong overseas accent, and my giving the correct part code number - I was promised the part would be delivered. I got an email 2 days later with a delivery date. The day came - it did not come. I called — a person asked me “what makes you think it is being delivered?” I explained I had an email with delivery date and that I had been verbally told. He then told me it was not out for delivery and I would need to drive to Huddersfield to collect it! So - I did —- and after a very long drive arrived to find —- they had ordered the wrong part!
Lots of waiting in Huddersfield later — another replacement part was ordered. This time — it did arrive by post and —- well done Better Bathrooms — they sent the wrong part again!
An extra ordinary long wait on the phone and a customer rep who had trouble understanding what I was even saying said it was being “escalated”. It took a third attempt before the correct part came,
This ensured I had a period of 3 weeks with a half built shower until I could complete it with the correct, unbroken parts.
The shower itself depends on the joining of two exceedingly flimsy plastic slide our clips (these are what was broken). They even broke on the replacement part they sent during assembly. I had to “improvise”.
Thus, price very good — quality poor —— after sales service is in “Laurel & Hardy” territory!”
“Do not purchase from them, they send items with parts missing. It's almost one week since I am waiting for them to get back to me on the missing parts... forget them!”
“Item delivered was of poor quality covvered in glue at joins. Company advised me to touch up pain and offered £20 discount but on a £700 product failed to offer return/replacement. Avoid at all costs.”
“Product falling apart after less than 3 months usage. Despite having a 2 year warranty, the company refuses to help in any way. They make promises and almost immediately break them. Do not use or trust”
“Never have I experienced anything as bad as this before. I am in shock. Please DO NOT USE this company. They are sending faulted/second-hand goods and are impossible to deal with.
1. Ordered shower tray and riser kit. Shower tray arrived and it was a used item NOT new. It had dints and cement all over the base. The riser kit was damaged.
2. Items were returned. After 4 weeks from the original order they have sent back the SAME second-hand shower tray that I returned to them! Also, the new riser kit is also damaged!
3. When speaking to their customer service they have no method of escalating the issue or dealing with a complaint. Only option is to wait for them to process the returned goods (takes up to a week).
I have been without a bathroom for 4 weeks and cannot progress. All the other suppliers I have used for this job have had no issues. Do BetterBathrooms expect me to sit and wait another 4 weeks!
Shameful company.”
“Wanted £40 for return within 14 return window and possible ‘re-stocking fees’ when returned due to ‘having to put it back on the shelf’ etc. would not tell me price of restocking fees. Better Bathrooms are also Appliances Direct. Will not purchase from them again.”
“Rubbish customer service, wanted a refund in waste that wasn’t needed ( waste included in ) but was in their essentials.
Seal on shower screen unfit for purpose, after numerous pics , they have now asked for a video , not wasting my time bought one and it fits perfectly, but wkd like the refund , fat chance , so avoid this company at all costs”
“Awful communication and constantly blaming the delivery company they have subcontracted. If you have something wrong, they charge you to call!
AVOID!”
“Absolutely Terrible service. Refuse to replace item under warranty and you actually have to pay to call their helpdesk otherwise you are limited to emails. They got out order/refund/replacement wrong so many times and had to call the number to spend alot of money to get it sorted.”
“Do not purchase from this company- Sent a faulty bath tap system which was bent and unusable. Tried to blame the courier even though the box was pristine and refused to send a replacement or refund. Thank you for my £150 piece of unusable metal”
“late delivery after paying premium fees
I have a trade account with them.
I paid premium fees of £79 for next-day delivery to arrive on Saturday, then went to the site and waited for the whole day but got nothing.
Then, it didn't even arrive until Tuesday, which is ridiculous. I called them to enquire, and they said that they could refund part of the delivery fees, since they had paid for the delivery, without even an apology.
I regret having an account with them tbh.”
“Untrustworthy and unreliable company. They have items on their website that they don’t stock. They need to keep their website updated so people don’t order from them and expect to have it delivered on a certain day after paying extra for delivery, then being told it cannot be delivered less than 12 hours before it’s meant to be delivered. No consideration for the time that customers take off of work to be in for their supposed delivery,
Keep this company at arms length”
“No refund despite being within my time frame of returns.
They came up with every excuse not to refund. Often changing their policy points so they could keep my money.
AVOID AVOID AVOID”
“Better Bathrooms are a scam. Do not buy from them.
Ordered a bath from them and left it wrapped because we were moving house. I opened it before the 14 day period and tried to alert Better Bathrooms.
My email bounced back. I called 3 times (two times I was hung up on and the other time I cancelled the call due to waiting almost an hour). I even tried sending the pictures to their WhatsApp. No one responded.
When I finally got through to an actual person, they had the audacity to tell me I was over the 14 day deadline despite desperately trying.
When someone answered they opened with “Hi, am I speaking to *my name*” so they knew who it was and had my details saved on their system.
I strongly believe they waited to answer my calls after the deadline so they could keep my money and not refund.
Their whole company is a scam. Do NOT purchase anything from here.”
“I bought expensive smart toilet which failed 2 maths after installation. That was 6mths ago, no resolution... I've been lied to that the item was sent over a month ago.”
“Bought a counter top sink unit from here and after just over 1 year the surface of part of the unit started to crack and bubble. The unit is in a guest bathroom so not used regularly. I was told that although the unit was under warranty, it was not covered for water ingress, this despite it being promoted as a counter sink unit, used irregularly and clearly had a fault with the surface covering. Customer services were not bothered that they were advertising this as a sink unit and refused to replace. My advice is not to purchase anything from this company as once you have purchased something they are not interested in customer service and you are on your own!”
“Totally useless, nothing but hassle and poor customer service at delivery stage. Last minute cancellation of a confirmed delivery, damaged goods received and incorrect replacement goods sent, you couldn't make it up! This is the fist time we have used BB and have never in all our years in business received such poor and amateurish service. The left hand does not know what the right hand is doing!”
