“Rotten from top to bottom.
Showrooms spectacular......sales staff friendly and helpful..........then you pay your money and thats where the glitz abruptly ends. We took time off of work to receive the delivery of our order, and the order didnt arrived as scheduled. When it did arrive the following day, 90% of the items were damaged and boxes were labelled as "returned by a previous customer". No doubt because they were damaged!!!!! A complete new order was dispatched and quell surprise, another damaged order arrives. A third delivery was required to replace one of the damaged units, and you've guessed, it arrived damaged. Another unit was then dispatched and wait for it......yep damaged. On arranging yet another replacement, we agreed a delivery date and within an hour of going into the shop to complain and agree the delivery date, i got home only to receive an email that they were now not going to deliver on the agreed date, but the day after!!!!!!!!!!!!
On complianing to higher management about the quality of goods, the incurred costs of having an installation engineer on site who hasnt got units to install and lost days at work, guess what .......... yep, you've guessed.....it was all our fault. We shouldnt have taken time off of work to accept the delivery??????? We shouldnt have arranged for a fitter until we had received a complete order that had no damages!!!!!!!!!!!!! And the damage wasnt their fault as it was quality assured before delivery and must have happened during delivery from a third party courier. Really????? So how come BetterBathrooms warehouse staff packed all the boxes onto a pallet and shrunk wrapped them securely, with all boxes having a "this way up warming and arrow" on the boxes, with the arrow pointing to the ground.
Steer well clear. If you think my story is an exception to the rule, just do an online search for customer reviews and judge for yourselves. Rotten from top to bottom.”
“I ordered a replacement toilet seat for a calder toilet what a HUGE mistake.The seat arrived and it was the wrong one the fittings were completely different so I phoned them up and was told I would be sent the right fittings they arrived and wouldn't fit the seat so more phone calls.I spent a small fortune on premium rate calls to them as it was the only number I had.It also took ages for them to answer the phone.They still insisted they had sent the right seat and said the specs hadn't changed so I sent photos of both seats which they asked me to do.I didn't hear from them so more phone calls still didn't get anywhere so arranged for the seat to be returned.I had an email to say the return is being processed 6 weeks ago I am still waiting for refund!I rang this morning to find out what is happening and was told I will only be refunded the price of the seat which is £45.79 and will have to pay delivery charge of £6.63 plus £10.48 vat plus collection fee of £4.95.I have also had problems with a shower I bought from them which took 11 months to be resolved.The customer care is disgraceful and I will NEVER deal with them again.They must be making a fortune from people not refunding their money.DO NOT BUY FROM THIS COMPANY”
“Absolutely disgusting service, ordered an item and realised that click and collect was not local so cancelled order the same day and sent an email asking for them not to take the money as order was cancelled almost immediately. The money was taken the next day, made numerous calls, live chats but to no avail. Then low and behold after 17 days called again, waiting for 20 mins and being told I was more than 30 in the queue, when I finally got through to somebody they told me their accounts department had lost the paperwork and it would take another 3-5 days, on top of the 17 days already waited, for a refund. To date haven't received the refund. DO NOT UNDER ANY CIRCUMSTANCES USE THIS COMPANY.”
“I ordered bathroom stuff worth of £500.00. customer service was so poor . they don't update the order on the web site . they were very rude on the live chat. delivery dates are given and not taken seriously. there is no place to complain . all the phone numbers go to the same place.”
“WE ORDERED MOSAIC TILES FRO SLOUGH BRANCH ON SATURDAY 18 FEB 2017
AND WAS ASSURED DELIVERY WITHIN 3 TO 5 DAYS. THEN HEARD NOTHING UNTIL
WE CALLED THEM AND WAS TOLD THE TILES WERE AVAILABLE AT THEIR MIDLANDS DEPORT BUT THE CEMENT / GROUT AT MANCHESTER..THEY HAD TO ARRANGE A SPECIAL DELIVERY ON THURSDAY TO SLOUGH..SO AFTER GIVING THEM GRIEF THIS WAS DELIVERED TO US”
“Charged for items not in stock. Recharged to replace faulty items. Items received with missing parts. Refused to refund for items without receiving them back but failing to show for the 11 hour cole ruin slots. 90 min customer service service queue. Worst company ever- do not buy a loo roll holder let alone a bathroom!”
“I ordered shower doors and paid the extra money for next day delivery. I then took the day off work and waited in for them to be delivered. I had no email or telephone call telling me the item had been sent out. I then attempted to call customer services and waited on the line for 15 minutes and never moved from being 18th in the queue! Eventually I went online and commenced live chat. They gave me the telephone number of the depot and after contacting them I was told delivery would be around 4pm. At 5pm I telephoned the depot to enquire where my delivery was and was told that the driver encountered problems on the road and would they be able to delivery the next morning? As I was working the next day, they agreed to deliver on Saturday. I then contacted Better Bathrooms customer service through live chat and was told that they would refund me the difference I had paid for next day delivery. I was not happy about this and asked for a full refund of the delivery costs, which they would not do. I then decided to cancel my order and was told I would get a refund when the goods were received at the company. I asked for a confirmation email regarding this and was informed that it would be later that day. I am not hopeful of getting an email or a quick refund, as I have read many reviews regarding customers who have waited weeks for their refunds. I would NEVER touch this company again. I had no telephone calls explaining the delay with my delivery or the problems they were having. I will also inform my friends and work colleagues to never purchase from this dreadful company.”
“Bathroom ordered paid for with the extra for guaranteed day delivery, took the day off work no delivery. Contacted BetterBathrooms told delivery would be in another 3 days. Totally unacceptable, refund requested which will apparently take 14 days to process.”
“I ordered a bathroom and took time off work to await the delivery, however it never arrived as the driver ran out of driving time. It was rescheduled to have half arrive on a Sunday and another half arrive the Tuesday after. This meant cancelim the two workmen I had booked in. I accepted that as unfortunate but during the call with Mel I was spoken to with such aggression and disrespect that I eventually lost my patience, something that has never happened. I have no clue if my bathroom will arrive but one thing I do know is I will need use Better Bathrooms again. The after sales department are cowboys. Do not be fooled.”
“Two pedestals delivered smashed to pieces. Driver wouldn't take away first parcel and wouldn't allow me to open 2nd (smashed to pieces) delivery until I had signed for it. A long time spent on the phone and email trying to sort it out. They asked me for proof of the breakage the 2nd time, but not the first. At one stage they tried to blame Royal Mail. Two weeks after placing my order I have two broken pedestals and zero unbroken ones.
Would not recommend this company to anyone”
“Like many other reviews about this company they are all fur coat and no knickers. Sales rooms look impressive and staff polite but remainder of company an absolute shambles. Item sold to be told either damaged or out of stock and suddenly turn up again with other major items missing and now left awaiting refund for on delivered items . Told a refund would take 14 days a total farce , avoid this company !!”
“I appreciate things can go wrong when you buy things but the customer service of better bathrooms is disgusting, who ever runs the department should look for a new job. I run a customer service department and if my girls answered the phone with the tone they do from the start, they wouldn't have a job. I have recently had the misfortune to deal with Mel who just couldn't give a monkeys. I would never deal with this company again.”
“We bought a Ultralite 1400 x 900 Walk In Shower Tray from them. The item was described as being "As strong as a stone resin" tray but when it arrived, it was clearly just made from foam with a plastic coating and it flexed when my 9 year old son stood on it.
The level of customer service you get depends entirely on who you speak to. The majority have been fine and the accepted the tray back and credited my account so no issues there. However, if you get through to "Kelly", you may as well forget getting ANY sort of customer service...she is rude, unhelpful and just a plain moron...
On the whole, I am just about satisfied with my dealing with this company but certainly wouldn't recommend them to a friend...”
“If I could give no stars I would. We ordered all our ensuite from this company. Shower tray cracked after 4 months, two plumbers have never seen a stone shower tray crack and said the tray is quite clearly faulty. Better bathroom have now said they didn't provide this tray and it doesn't even look like theirs. If we pay them £100 they will come and have a look and decide whether it is theirs or not!! The emails sent to us are completely believably unprofessional and unbelievable - basically tough, they don't care, not going to pay money and you can say anything all they say is it's not ours!!! We bought it from them, they delivered it but apparently they don't sell this shower tray!! Criminal”
“I have read MANY complaints about Better Bathrooms across many consumer sites. All of them are based around poor quality and poor customer support.
I don't want to bore everybody with my problems of which there are many. But I can say the who ever runs Customer Service should be sacked !!!.
- Customer wait time for calls to be answered over 30 minutes and being number 20 plus in a queue.
- Low level of empathy from staff who simply do not have the customer/ people skills.
I have kept my complaint update short, but I wish my list of issues were the same.
So, PLEASE do NOT place an order with this company. The shiny new showrooms have a very dark and dingy back office and customer care.”
“Very shoddy customer service with a 25 minute wait time when calling about problems. Unsurprisingly - they answered immediately when I initially called to make an order and debited my account without delay.”
“I was refused a refund for a faulty product. Better Bathrooms should trust their customers who spend money in good faith and return items which they find to be faulty. I have two more bathrooms to refurbish and would now choose another company instead. I would not recommend this company.”
“Extremely poor customer service. After spending £1000s on items for a new bathroom, I spent hours on hold for customer service and was refused a refund for faulty items they insisted were not faulty. Why would I spend over £300 on labour costs replacing faulty items if they were not faulty? Awful service - they should rename themselves from 'Better Bathrooms' to 'Terrible Toilets'”
“Bought a bathroom basin, had to return it and buy another one with pedestal. So i bought the new one from them first and came back few days after to return the other one. The assistant manager won't take it because it has no box, but i explained to him that the box collapsed when i got home, i even ask if they will take it will a discount price and he just refused. A sink weigh 23kg and box split opened at the side and they refuse to take my item back even it is still in brand new condition. I will never use them again.”
“Having purchased taps and paid for next day delivery with a plumber waiting - the goods didnt arrive. The following fiasco took on ludicrous proportions (which I wont bore you with) being shoved from pillar to post between Better Bathrooms and their courier - with the courier telling me at one point ....:"you must destroy this phone number, its illegal for you to phone me on it".......who are these people?
After numerous wasted hours and phone calls listening to MUSak, the taps were located and are allegedly to be delivered today, only two days late and two days Ive had to pay a plumber to stand around drinking tea. Having looked at the other reviews, I have no confidence whatsoever, that these items will be fit for purpose and firmly believe, I should have simply gone to a BETTER BATHROOM SUPPLIER!. BUYER BEWARE, BETTER BATHROOMS ARE NOT BETTER!:mad:”
