Drench UK Reviews

Name: Drench UK
Rating: 1.39

1.4 Rating 18 Reviews

6 %

of reviewers recommend Drench UK

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1.4

Based on 18 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat

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Drench UK 1 star review on 23rd May 2025

Anonymous

Anonymous // 01/01/2019

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“As others have said, packaging is terrible so damage is pretty much assured in transit. If you don't report within 2 days then forget any chance of a return or refund. If you miss the 48hrs deadline (which is going to be most of us right?) they then ask you to get everything out of the packages and photograph it, the tiniest hint of damage and they'll flat out refuse to take it back. How you're then supposed to repackage it properly they don't explain. I ordered two bath panels, missed the deadline like any normal person would, they refused to accept the smaller panel as there was a scratch along the side, apparently caused by it sitting in the packaging without moving for a few weeks. They then offered to send me a credit note for the larger panel, then decided ten minutes later that this was also damaged and circled some supposed marks on the BACK...of a bath panel. Just avoid!”

Helpful Report

Posted 6 days ago

“Ordered a soft close toilet seat from Drench and thought it was delivered last week but when I opened the package, it wasn't a toilet seat, but what appears to be a Christmas gift from Beyond retail of what appears to be a bouquet of Cadbury chocolates. I have tried to contact drench repeatedly since Friday. The online chat was unhelpful- abruptly ended the chat mid conversation. By phone today, I've called 5 different times it appears no one is ever available to chat. The only option given is to use the online chat or leave a voicemail which I've done. I had thought that this was a reputable company. Very disappointing.”

Helpful Report

Posted 5 months ago

“I ordered (#1973568) and paid on the 15th October, with a promised delivery date of latest 25th November. That day nothing turned up. After a bit of searching on my own I find out that Drench's supplier (will omit name for respect to their employees) had applied to be in administration on 6th November, and are now closed for business. I have no bathroom goods, no money and after asking for three days Drench (Beyond Retail) for a refund of my £ 2233 I got no idea when/if the goods or my money will ever turn up.”

Helpful Report

Posted 6 months ago

“Dreadful . Item arrived damaged . After waiting more than 2 weeks . Terrible”

Helpful Report

Posted 6 months ago

“Extremely bad experience… 3 times send me same damaged worktop than 2 times vanity unit assuring me it will be checked before sending another one. Waiting for refund two weeks later, honestly if you can avoid as it’s wast of time and money.”

Helpful Report

Posted 7 months ago

“Appalling customer treatment: As context we placed a very large order with Drench. We ordered c. 45 products to fit out 3 full bathrooms and two cloakrooms, as part of a self build project. This was an order amounting to many thousands of pounds. In the earlier interactions, Grace Reynolds at Drench was very helpful in designing the bathrooms, and had it not been for what I am about to describe, this review would have been very positive, as per many other reviews on this company you may have read. There were a few slip ups, but on the whole the service was good, and products were of decent quality. However, the real test of a company is when something goes wrong, and this is where they showed their true colours. Out of the many items we had ordered, there was one major issue. One of the toilets, when it came to installation had a bad leak, it was faulty. Drench wouldn’t let us refund or exchange this item as we didn’t notify them of the fault within 2 days of delivery. Given the size of our order and nature of our project there was no way for us to install 5 bathrooms within 2 days post delivery. There was also the implication that I was to blame and that I was somehow trying to deceive Drench by daring to ask for them to rectify an issue with a faulty product they sold me. They even had the cheek to ask if I wanted to buy another one from them, clearly not wanting to miss an opportunity to take even more money from me. A decent company who cared at all about delivering good customer service would have taken into account the very sizeable order we placed with them, as well as the nature of the project, and helped us with this situation. Instead, Grace firmly stood behind their 2 day policy, which is only there to protect them, and not in the interest of their customers. If you order from Drench, then you may get lucky, and if there are no issues with any of the items, then your experience might be good. But beware if there is an issue with anything, as they will not be there to help you, even if you have been a good customer who has spent thousands of pounds with them. I won’t ever order from them again. Many other companies we dealt with over the course of our build had a much better attitude to customer service when something went wrong.”

Helpful Report

Posted 8 months ago

“After another bathroom company let us down on delivery of a shower tray, Drench confirmed that they had the same product in stock, at the same price and it was delivered the next day within the stated time, although this was extra but it was worth it”

Helpful Report

Posted 11 months ago

“We purchased 2 item from Drench and had issues with 2 of them. Our £400 vanity mirror has a crack inside that we were unable to notice until we removed the plastic protector. French have refused to help as we didn’t contact them within 48 hours of being delivered. Save yourself the hassle and shop elsewhere. There is zero customer service from this company with no phone number to call and an online chat that may as well be a virtual assistant unable to actually help. Try a reputable retailer. Avoid these guys.”

Helpful Report

Posted 1 year ago

“A very poor quality bath has been supplied. The integral mounting points are set incorrectly, something only revealed when doing the final fix. This isn't damage, this is a factory manufacturing error. Drench's response was that I should have checked the bath when it arrived. I did, I checked it for damage and I checked that it was what had been ordered. There are no drawings to measure from to check the bath had been made correctly. And the T&Cs / distance selling regulations only require buyers to reasonably check for damage - meaningless to Drench. Drench did offer to send another bath. Although Drench can't check if it is made correctly, and won't cover the costs of removing the original new bath and fitting a new bath twice. Frankly, you have to avoid companies like Drench whether you're trade or DIY.”

Helpful Report

Posted 1 year ago

“Made our order through the website after about 3-4 weeks of hard research. Pro forma sent through and extras on it that were not required and items that should have been on it, were not. Queried and rectified. No movement on discount offered but upgraded delivery from 3 days to 2 days. Who are you trying to kid?!! Delivery arrived and handed over by really helpful driver. No damage or dents to any boxes. Must check all the goods and report any discrepancies or damage within 48 hours. Opened all items. Both vanity units must have been put together by a child. Screw heads totally knackered. One edge at the bottom - in view - badly damaged. Scratches over the door fronts, minor chips (approx 7) on door fronts, WC vanity unity misaligned, poorest and cheapest possible hinges included - certainly won’t last - which we will have to upgrade. Contacted ‘online chat’ Totally unhelpful person and immediately offered ‘we can arrange a refund for you’. No apologies, no offer of replacements and couldn’t care less. We had to ask about replacements and all she said was ‘but it will be the same quality and finish’ the damage must have happened in transit. There is NO WAY the damage was done in transit and she offered ‘goods are checked for quality before being packed’. I suggested the controller be sacked for being incompetent in their job if they let goods out in that state! We then asked about discount if we kept the goods - an unacceptable offer was made and replacements ordered delaying our project. Sent in an email of complaint - no phone lines (wonder why!?!?!). Response received within a couple of hours addressing me with an insulting name. Not only do they not check the quality of their goods correctly, their communication to their ‘valued customers’ go unchecked too!! We have no faith in the quality of goods received and even less faith in Drench if an issue arises a bit further down the line. Our advice is, give your money to a company that really does appreciate and respect its customers.”

Helpful Report

Posted 3 years ago

“Have been trying to resolve an issue for several weeks now. There is no way of phoning to speak to someone. Trying to sort the issue out is like banging your head against a brick wall. I am now extremely bored of emailing and trying online chats . Starting to think they don’t really have a customer service department - it surely is some sort of ‘bot’ I’m dealing with. Nobody has actually solved my issue yet. They just keep coming back with smarmy responses but not actually resolving the problem.”

Helpful Report

Posted 3 years ago

“Simply ordered a sink paid for in full was told by one person it was sent out and on its way day of arrival no sink 2nd enquiry led to being told by another person sink delayed not on its way (3rd enquiry)initially told delivery confirmed suddenly confirmation delayed on the principal of the whole issue I cancelled and got a full refund couldn’t run a tap. (See what I done there)”

Helpful Report

Posted 3 years ago

“This company is very difficult to communicate with when something goes wrong, only interested in online chats which you have to wait for a very long period, telephone numbers supplied with the invoice just suggest Emailing or live chat!! If they don’t want to talk to the customers they shouldn’t be selling. Once you get through to live chat they offered to have somebody ring you back, This doesn’t appear to happen. Wouldn’t order from this company again, good product and prices but very difficult to contact.”

Helpful Report

Posted 4 years ago

“Absolutely nightmare dealing with them Absolutely nightmare dealing with them, in 3 separate orders I received a faulty item, broken shower tray, and wrong colour shower panel. It is impossible to get anything correctly done through them. As I am typing this feedback I have an email from them saying that there is a problem with the returned item while I have not sent anything back yet and the item which supposed to be sent back is still with me! so I have no clue what they are talking about!!!! i.e an email from Lewis Beckingham: "We have been advised by our returns department that there is a problem with the return; [EXPLAIN PROBLEM]. As detailed in our returns terms, all items need to be returned in their original packaging and in a suitable condition for reselling. You'll receive a separate e-mail in a short while with attached images of how the return was received. You may want to use these images to raise a claim with the courier that you used. We are more than happy to get this item back to you, if you are happy for us to do so. Alternatively, please let us know how you would like to proceed. Please accept our sincerest apologies for any inconvenience caused in regards to this issue. We look forward to hearing back from you."”

Helpful Report

Posted 4 years ago

“Ordered just under £900 of bathroom products from Drench and they were all delivered on time apart from the shower tray. It was delivered just about Covid lockdown time and we had to keep to govt guidelines on delivery etc, one man put it in our garage we did not sign for it. We checked through the wrapping and could see no damage to the tray base or the corners. It remained where it was left until this week when the plumber started work. He noticed a hairline crack by the waste area so I called Drench. They said tough you didn’t report this in the 2 day window so no refund. It was obviously damaged but hidden under the polystyrene packaging and so was damaged before we got it. That’s just under £300 wasted so I would never buy from them again.”

Helpful Report

Posted 4 years ago

“We were not sure whether the vanity unit would arrive on time, so the bathroom-fitter started tiling etc. The unit did arrive and the fitter signed for it 'unchecked' as it would not be needed for at least a week. When it WAS opened (apparently, should have been done straightaway - but we did not expect damage on an expensive unit),the corner of the washbasin (goes on top of unit), wash badly chipped in front, right-hand and very visiable corner. As the OUTER cover of the box was not damaged AT ALL, we sent emails and photos and received the following reply from them, (acknowledging that it was damaged in transit - therefore, NOT by our fitter) and yet REFUSING to replace the washbasin or give a refunbd (the vanity is very good): " Unfortunately, due to the type of damage in relation to the images received, this has clearly happened during transit to your location which means we would be unable to source a replacement from the supplier............. " If you would like us to arrange a replacement for you then on this just ask that you cover our cost price of the replacement + delivery. " We were ALL, us, builder, installer, etc - INCREDULOUS at their reply!!!! THEY JUST REFUSED TO DO A THING, in other words. I knew I should have followed my instincts and NOT buy from them - but the vanity unit just looked so attractive. BE WARNED - if you have a problem with DRENCH, you will get nowhere. They are only interested in sales - not after-service. I am following up, however, with Trading Standards - on principle.”

Helpful Report

Posted 5 years ago

“Only sent half the order and refused to give me a refund or send me the missing item. I was rudely told that they had no responsibility once the parcel was signed for.”

Helpful Report

Posted 5 years ago

“Very disappointing. They delivered the wrong bathroom unit and refused to take responsibility. The unit delivered was far cheaper than the one we ordered and paid for. Apparently it was all our fault that they shipped the wrong item and were totally unhelpful and unsympathetic even when we wanted to continue to do business with them if they could meet us half way. No chance, they just don't care. Certainly won't use them ever again”

Helpful Report

Posted 5 years ago

Drench UK is rated 1.4 based on 18 reviews