“Very rude delivery guys. Chucked all the stuff at the bottom of an apartment block because ‘they don’t deliver above ground level’.
I had an injured ankle and couldn’t believe it. They left me struggling to carry it up because of their ‘insurance policy’. Complete disregard to people with any sort of disability!”
“Firstly pallet was dropped and things broken. Every phone call took 15 minutes or more to answer and we were in Spain at the time & needed at least 5 calls to sort it out. Secondly the shower within a month of shower being installed it had broken and was running cold. I completed the on-line corm to no avail. Again every call takes at least 12 minutes to answer and then I was sent an email to explain exactly what I’d explained over the phone and promised I’d be phoned back. 48 hours later I had heard nothing so phoned agin (another 15 minute wait) to be told they would look into it and get back to me. 48 hours later still nothing and still a cold shower. Over £1000 of goods, I wish I’d gone elsewhere. AVOID AVOID AVOID.”
“I spent nearly £3700 nearly 4 thousand pounds for what I so regretfully buying now and we wish we had seen these reviews also because we definitely would have not bought from this company and we paid cash.
The problems started on our delivery some of the items where missing and you have a week to check but to be fair they could be exchanged.
Then I had to hire a Plumber to install the bathroom which I did in May of this year 2017 and we had a major problem with the toilet because it would not flush.
After many telephone calls and video footage trying to email it across to them it wouldn't send we ended up going down to the Leigh branch to explain what was happening then we was given another toilet same design but exactly the same thing happening and again I had to pay the plumber a second time.
Only the nightmare continued when the plumber installed the new one and what was worse they did not believe that there toilet was at fault also in plying I may need a more experienced plumber I told them he had 40 plus years experience and the my plumber said the bowl at the bottom is not deep enough, So again we had to go all the way back up to Leigh near Gr Manchester to take the toilet back to the factory whilst there engineer looked at it and within 10 minutes he said it's a fault on there batch and they all need to be sent back so I had to choose another design which is better but you need to still flush it at least 2 times for anything to disappear but I suppose it is better then not flushing at all like the other one! By the way this was documented by the shop and me having to pay out for the plumber this was in total 3 times because of the new toilet again had to be fitted and I sent the bill-head receipt for just over 200 pounds which I was charged for 3 call out charges to the address I was given too this day they still have not paid us out and when I rang up to explain everything that happened I got the rudest women on the telephone telling me to prove it and they are not paying me back.
I have now taken this to Trading Standards who are investigating this for us thankfully and now the bottom of the Shower were you alter the pressure of the water is leaking and has been for two weeks and after the aftercare we are leaving this new fault with Trading Standards again to sort out as we have lost money. petrol. phone calls and time with this disgusting company who very much let us down.
BEWARE Shop elsewhere that is our advise just pay that bit more and get a proper aftercare and service.”
“It's a shame that there isn't less than 1 star as that is what I would rate this company.
Their staff must have the worst attitude when it comes to speaking to other human beings, it stinks.
We ordered an entire bathroom suite off of them, at first the toilet was broken and to try to get them to replace it was harder than drawing blood from a stone I would say. Nevertheless, we got the toilet replaced within the week. We then noticed our bath was broken, as we don't live in a mansion and don't have the room to unpack everything at once. Rang them Friday just gone, it's now Monday, and the guy on the phone was great to be fair, accepted the replacement and said we deliver in your area on Sunday and we will take the broken one away, This turned out to be complete lies as we waited in all day yesterday and no one arrived, sat on hold for an hour this morning to speak to someone who couldn't care less and just said that it was placed at the wrong depot so we have to wait till Wednesday. In the meantime we are halfway through installing our new bathroom and are now on hold until they deliver a replacement bath.
I would not recommend this company to my worst enemy, stay away”
“Terrible service. Paid for next day delivery, it is now 4 days later and my items have still not arrived. We have been promised (for the 4th time!) that delivery would now be on Monday (nearly a week after it was due). We have had to call Better Bathrooms everyday chasing up, not a single call or email from them. Extremely disappointed, never again!”
“I ordered 2 x shower doors and arranged for them to be delivered yesterday and had arranged for a tradesman to be on-site to fit the shower doors. The delivery driver arrived and then when he went to get the goods off his van, found that the depot had not put them on. I called customer services who were very unhelpful and even rude like it was my fault they had forgotten to put my order on their van. They said they could not arrange a same day delivery and said I had to wait 24 hours for them to confirm with the depot which meant they couldn't even deliver them the next day, and gave no apology. I requested that if they could not arrange a same day delivery that i wanted a refund of the £29.99 delivery charge and the goods be delivered free of charge the next day as a minimum. The lady said once she has confirmation from the depot she will sort out the paperwork. I waited 24 hours and no call and no delivery, so I called them to be told they had refunded the whole order and would not deliver free of charge as it is their terms and conditions. This has left me out of pocket, as had to pay for the tradesman call out and with two apartments with showers out of service. Shocking customer service and my company who cover apartment blocks all over the UK and Ireland will not be using again, nor would I recommend to anyone else. As a business you cannot take the risk with unreliable suppliers who do not rectify their mistakes.”
“beware of a 7 day return policy. We received good that were damaged on receipt but as we did not return with the 7 days they would not refund, exchange or help in anyway.
the boxes the goods arrived in were not damaged but the contents were ......so extremely unhelpful company which we will never use again”
“Placed an order in the Manchester store. When it arrived, with a delivery note that stated it had been picked and checked, the bath was the wrong size, the shower was the wrong type, the bath feet were missing as was a cistern and a sink! I have been unable to get through to the customer service phone line as the wait time has been too long (on one attempt I was told I was number 53 in the queue!) and they are ignoring my emails! After reading other customers reviews I can see its going to be a battle to get this corrected!”
“Better Bathrooms took my money mid September I have never had the goods told me after ordering that it was being picked in the warehouse would b with me in 24 hrs what a joke tried calling sending e-mails have totally ignored me DO NOT have anything to do with this firm they r crooks should b shut down”
“ABSOLUTELY TERRIBLE SERVICE FROM BETTER BATHROOMS
I ORDERED SLOTTED WASTES AND THEY SENT UNSLOTTED WASTES, ASKED ME TO SUBMIT PHOTOS OF THE PRODUCT TO PROVE AND SEND TO CUSTOMER SERVICES - THIS WAS IN JULY. - STILL WAITING FOR MY REFUND! CONSTANT EMAILING TO CUSTOMER SERVICES AND BEING IGNORED.
I HAVE BEEN ON HOLD FOR APPROXIMATELY 4 HOURS TO THIS COMPANY TO GET THROUGH TO TALK TO SOMEONE.
HOWEVER IF YOU WISH TO BUY SOMETHING - GUYS YOU'RE CONNECTED WITHIN 20 SECONDS!!! WHAT A JOKE
THE QUALITY OF OUR BASIN UNITS WERE POOR COMPARED TO OTHER COMPANIES PRODUCTS - WHICH I CAN LIVE WITH BUT THE FACT I'VE BEEN WAITING FOR A REFUND OVER TWO WASTES VALUE OF £30 WHEN I'VE SPENT £900 WITH THIS COMPANY IS A JOKE.
AVOID IT - BEING SERIOUS - I SHOPPED WITH BETTER BATHROOM, VICTORIA PLUM, VICTORIAN PLUMBING AND SOAK.COM. BETTER BATHROOMS IS BY A LONG SHOT THE WORST.
I'VE BEEN VERY PATIENT TO WRITE THIS REVIEW - GIVING THEM THE BENEFIT OF THE DOUBT SINCE JULY TO REGAIN MY TRUST IN THEM BY REFUNDING ME - BUT SINCE I'VE BEEN IGNORED A NUMBER OF TIMES IT HAS TO BE SAID.
ANYWAY TO SUM UP GO ORDER YOUR PRODUCTS ELSEWHERE!”
“I have NEVER had such bad service. I paid for a whole bathroom from Better Bathrooms more than one month ago and got the goods over ten days later than promised. My builder was furious. When I finally got them two items were damaged and when I complained I got replacement for one which was damaged twice again. But the 2nd main item a bathscreen was not useable and the replacement came as a wrong screen. Since then it has been out of stock. I now have a new bathroom with a space saver showerbath with no showerscreen, so it is not fit for purpose because I cannot use the shower as I cannot get the screen anywhare else due to the shape of the bath. I am pleading for delivery of this screen and get promises which are never kept. I spent many hours on this and cannot believe what's happening. I am waiting for over one month now for a crucial item to use the shower and it looks like they are taking me for a ride. Oh yes, they also say that compensation is something their company does not do.”
“Unfortunately purchased house full of Better Bathrooms products. All are falling apart in one way or another. Tried to purchase shower door retaining clips. After 4 hours holding on in queues of up to 25, being cut off, being transferred back into the queue, etc. Paid £21.30 for these clips. Never arrived. More phone calls. Eventually got them to send more. INSISTED on charging me £13.95 non negotiable postage fee, although I spoke to Customer Service Manager to say they were only the size of my fingernail. I might as well have spoken to brick wall. Refused to send unless I paid £13.95 POSTAGE. Well they finally arrived today in a jiffy bag. Weighed 20g. Sent Royal Mail Large Letter (as I had expected) and cost LESS THAN £1. Beware these shoddy, cheapskates who like to rip people off.”
“Appalling Appalling Appalling customer …
Appalling Appalling Appalling customer service - its non existent - my order was due to be delivered on Friday 6 October but was not, I tried unsuccessfully repeatedly to speak to customer services, each time over 30 callers on line and after 40 minutes gave up - then tried sales people line they weren't interested and put me back to same call queue , I preserved and called them again and MADE them check my order number, said reason not delivered one item not in stock, no communications with me or update. have tried the customer service number every day since Sat/Sun/Mon/Tues and Today and cannot get past the queue waiting 45 mins each time, have also used the so called live chat (but is not live) and sent a complaint form but no answer. Are they even trading!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”
“They gave me a delivery date, did not even confirm a time (not good enough nowadays)and when I rang to try to find out a morning or afternoon slot, I waited 52 minutes to speak with someone and they advised they would contact delivery company to advise, this never happened. When the delivery did arrive it was the wrong item, I then waited 1 hr 20 minutes to inform Better Bathrooms, to which they thanked me for informing them and advised someone would contact me. I have had contact via email but as yet still no shower screen, I tried to ring them on Monday afternoon and waited on telephone for 1 hr 38 mins until my battery died on my cordless phone, hence cutting me off. I have still not been contacted to be instructed about my screen being delivered it's now Wed, 5 days after the next day delivery I paid for to receive the screen Friday last week. I have sent numerous emails as have given up trying to ring them for updates and no reply other than their sales team are looking into things and will be in touch. I have now sent an email to advise I'd like my money back and waiting on a reply, let's see what they come back with now. Lots of waiting and waiting and no answers or replies, that Better Bathrooms, avoid at all cost because if there is an issue it's impossible to get the matter dealt with.”
“Awful, awful service, culminating in them basically accusing us of lying when they delivered the wrong item and saying they would need to look at cctv and mic recordings to prove their salesman added the wrong item to our order. What even is that? Wouldn't use again.”
“Pathetic company .. Have never seen such poor customer service .. Ordered a toilet for our new ensuite was told it will be delivered in two days from one of their show room .. it was the last .. 4 days later still trying hopelessly to contact customer service .. the showroom says they can't help as it was bought online even if you want to cancel their advise it to try your luck with customer service .. online chat keeps you waiting for hours at last someone took my order number to check the status only to disappear. Customer service number just keeps you waiting for hours without any one attending the call.”
“There is ZERO flexibility with 'customer services' at BetterBathrooms. Once they have your money, they really (really) don't care what happens next. The general quality of their goods isn't too bad - so if it all works out, it's great - but as soon as something isn't quite right then you're in trouble.
We took advantage of their 'return within 365 days' for a shower - it took them 5 goes to get the shower collected, and even then you get an in-store credit note, not a refund.
We had a bath that was damaged during delivery. Fair enough, we didn't realise until outside their 7-day 'window' but they didn't offer a single inch of 'we value our customers' flexibility. They "aren't a company that ever offers compensation" as I was told on the phone. Eventually, they agreed to waive the £8 collection charge for the shower - so 0.14% of our total order :-)
It's a lot like dealing with a trader from the 1990s. If you're used to customer services in the 21st century, you probably want to avoid BetterBathrooms.”
“The showroom staff were helpful, but the after sales service is absolutely appalling! I had received a severely damaged item - it was 'disguised' in a new box, but when I removed the cabinet from the box, the unit looked as though it had been run over by a truck! It took me forever to make contact with the customer services team to get it exchanged. The new unit was delivered in good time, but the driver refused to take back the damaged unit as he didn't have the paperwork allowing him to do this! He said I had to phone customer services to sort it out. I tried, but there were 34 people in the queue ahead of me, last time I phoned it was 22.
I tried the on-line chat, but this was just as bad. The person who was dealing with me kept disappearing - it took me about 35 minutes to arrange collection of some items which I'd been incorrectly advised by the showroom would be suitable for a saniflo, which they weren't.
I now have another product to return. I've been waiting in the on-line chat queue for over an hour as there were 19 people ahead of me, during which time I've cooked and eaten dinner and washed up - ridiculous!
I phoned the showroom to complain about the poor service and they said all they could do to help was to phone the customer service desk for me and wait in the queue, then transfer the call to me - madness!
I would be very reluctant to buy from this company again, which is a shame as the products are nice.”
