“I placed an order for a shower enclosure and a shower unit and paid £39.99 for next day delivery. After numerous attempts to call them (20 mins on hold each time) to find out out what happened to my delivery I was told it hadn’t been sent to the depot on time!! It eventually turned up 2 days later but was missing the shower unit. Apparently it was”damaged in transit”!!! I would never use this company again nor would I recommend them to anyone.”
“Do not trust this company.
Still waiting for a refund of an expensive item the are unable to supply, despite two calls to their customer service and numerous emails.
Avoid.”
“Do not trust this company, they take your money and do not deliver what you ordered.
Customer service is terrible and I'm still waiting for a refund on an item they sold me that they don't have any stock of or any idea when it will be in stock.
Have sent many emails with no response”
“Absolute joke!!! I’ve been in the plumbing business for 22 years and have never dealt with anyone so useless and inept!!!!
Not even sure where to start!
Ordered and paid for a suite a month ago for delivery 2 weeks ago.
Checked on progress week before and was told it would be delivered as agreed.
Delivery date arrived and only the wc cistern was delivered.
Contacted soak (20 mins on hold) to find that the suite was discontinued even though they’d taken my money.
They suggested an alternative which I agreed with the customer who’s bathroom I’m installing.
Delivery date was arranged but arrived a day late and minus the toilet.
Contacted soak (20 mins on hold) to be told pan had been damaged in transit.
They arranges for a new pan to be sent. My client took a day off work to receive delivery but didn’t arrive!! 20 mins on hold again to re arrange delivery. And yes you guessed it didn’t arrive again!!!
In the mean time whilst installing the rest of the suite I noticed 1 of the units had slightly different colour doors also the hinges supplied with the basin unit didn’t have enough adjustment so doors wouldn’t close properly. To reach an explanation for this took 5 calls and 1 1/2 hours on hold!! as well as sending pics of faulty parts but each time I was told by a member of staff it was in hand and I would be contacted to resolve but no one got back to me!
By this time I was losing my sh1t!!!
My client has now been with out a bathroom or working toilet for 2 weeks!!
Called again and asked to log a complaint. Spoke to somebody called Ryan who said he would personally be dealing with things to get it sorted. He explained that the discrepancy in door colours was due to a change of supplier and there was nothing they could do other than offer a partial refund. I suggested that if they can’t supply matching units that I’d paid for then they should offer a full refund and take everything back!! Apparently I should have checked before assembling!!?? Eventually agreed a refund sum which I wasn’t happy with but felt I had to accept as customer couldn’t last any longer without a bathroom!
Ryan gave me his word toilet and hinges would be with me Friday so my client took another day off work. But guess what!!
It didn’t arrive!!
Yep another call on hold to soak!!!
Same pathetic apology and been told it will be with me Tuesday!!! I hold my breath that this farce will be over!!!
Avoid this company like the plague!!! Their customer service is appalling!!!!!”
“Ordered a shower after being assured by telesales it could be installed only 3/4” BSP fittings. Ordered it on 26th Aug- arrived 30th November and it can’t be installed on the fittings. I have to pay £20 to return it which will not be reimbursed. SHOCKINGLY BAD SERVICE!”
“Absolutely garbage customer service. After returning the goods I got only a 10% refund because I used a discount code. When I called to complain the customer service representative was super rude and provided zero help. Proper scam in my eyes.
Save yourself some trouble, do not order anything from this website.”
“Terrible customer service. Broken item. Paid next day delivery for a reason. Can’t send replacement for following day - very computer says no attitude. No concern whatsoever for customer satisfaction. No regard for inconvenience caused.”
“Ripped off.
Sent an item back to the returns warehouse and purchased a different enclosure but no refund.Rang and many emails but still nothing and was promised a refund in 3 days but nothing.
Small claims court coming next.”
“Soak is probably the worst company I’ve ever had the misfortune buying from. To summarize, on the 17th of June we purchased nearly a £972.85 order with them and arranged for it come on the 5th of July. Jump to the 5th and nothing ever arrived, so I contacted DX who were meant to deliver it. They say that they never got given the order from Soak and to contact Soak directly about it, I never got any message/call to say it was cancelled. So I tried calling Soak, 55 minutes on hold and the call just gets disconnected. So I try again the next day and 43 minutes later I speak to someone who tells me that our order was cancelled on their system, but they don’t know why. I few emails back and forth I’m told it was cancelled because one item is out of stock (again I was never told) they said it should be back in stock around the 20th, and we can either have what is in stock delivered or wait and have it all come at once. I opted for the latter, so they say they’ll let us know when it’s back in stock to arrange delivery. On the 17th I see that according to their website it is back in stock, but again no has contacted us. So I email and ask if it's in stock now and can they arrange delivery, but I get no response. So I then have enough and call them on the 18th to cancel and ask for a refund, I’m told it can’t be cancelled till tomorrow because the warehouse staff aren’t right now. So Then jump to the 25th still not heard anything so I give them call I’m told that my order is locked and that it can’t be cancelled or refunded until it’s unlocked.. and they have to speak to their IT to fix this. It’s the 28th now and I still haven’t heard back from anyone, totally appalling customer service from a company who just doesn’t seem to care about their customers. I fear that if I don’t get refunded soon I’ll have to seek legal action which I don’t want to have to do.”
“Truly awful. Waited in all day to find out they had no intention of delivering my order. Infact they had cancelled it due to the address being UNUSUAL! Its a big nuisance and I will NEVER order anything from them plus I will spread the news of how bad they have treated me.”
“Stay well clear of this companies…BUY FROM HERE AND REPLACE ALL YOUR BATHROOM PURCHASES AFTER TWO YEARS, WORN OUT, NO WARRANTY
Stay well clear of this companies products, do not buy there bathroom taps they are seconds, they badly corrode internally and become unusable after less than 2 years, the chrome plating started deteriorating after 7 months.
I sent the taps back with recorded delivery, they offered a 10 years guarantee when buying, they have not honored the warranty, no replacement or refund and no communication.
Also having problems with the finish peeling on the radiator and towel rail, toilet flush started to stick as well.
Appalled, god knows were they get these extremely bad quality items from.”
“Refund Ignorance!!
I ordered the bath, canceled the order, haven’t received refund for 1 month. Been on the phone with few people, they don’t know what they are doing. Refuse me to speak to the manager.!!!!”
“The worst customer service ever. I ordered a bathroom cabinet from them , after receiving the text that on a certain time I will receive my order , nobody turned up and after I was on phone with different people they apologised and arranged for a week later. I took a day off and stayed at home to receive the item , and again nobody showed up and I called them and they said the item is out of stock and will be available for next month!!!! NEVER BUY ANYTHING FROM THEM. They have the worst customer service. Now I am without the bathroom cabinet while my guests are coming to stay with us, and I took two day off because of this item and waiting for two weeks. If I knew from the beginning I would have bought something else sooner”
“Paid £260 for this countertop unit and the quality is awful, the photo speaks for itself. Got it six months ago, but it now looks like I have had it for ten years.
Disappointed, will not order from this company again and will tell my friends to stay away as well.”
“Paid £260 for this countertop unit and the quality is awful, the photo speaks for itself. Got it six months ago, but it now looks like I have had it for ten years.
Disappointed, will not order from this company again and will tell my friends to stay away as well.”
“Giving a 1 star to this company is better than they deserve. Soak are possible the worst company I have ever dealt with. After ordering our bathroom I rang to check on delivery dates and they confirmed our dates. With this confirmed I booked time off to ensure I was home, booked our plumber so everything was set up. On the day of delivery I rang for a time update. I was greeted by an extremely rude lady called Sophie and was told I would have to wait until the Monday. I explained our situation and that I was 6 months pregnant and this whole matter was stressful and I was having to live with out a bathroom for a further 3 days. The woman could clearly hear I was distressed however it did not bother her. I was then left needing to check into a hotel as we didn't even have a toilet.
I then put an official complaint in about the company and Sophie, it then took me to chase the complaint to get any form of update. I finally got a response back after 2 weeks, to only be offered 10% money back. This was an insult on the money we had lost out.
I would never recommend soak to anyone.”
“I have rang on numerous occasions asking for a refund after loosing a SHOWER TRAY, every time I have been let down. I have never dealt with such a bad firm in my life. I will make sure that anyone I come across never does business with Soak.”
“bought a cloakroom suite coming £400 online. Firstly, I got no text to inform me when it was being delivered ....and had to chase.....When it arrived, my plumber told me it was too big (although another plumber had told me it was the right one). So I have to send it back. I called Customer Services as I didn't realise (my bad for not reading all of the small print and assuming that returns were easy like other online companies) that I had to organise and pay the cost of the return but wanted some guidance on how to return such a large item (website said if I had any questions on returns, call customer service and they would be more than happy to help). The representative was either new or incompetent as couldn't answer my questions and paused for a long time after each question - it was the weirdest and more uncomfortable conversation I have had, she was no help at all and I asked to speak to her manager. She put me on hold then returned to tell me all managers were in a meeting - I gave her my number and asked that she get her manager to call me. Guess what - yes you got it - no - one called me back....So SOAK are more than happy to take your money up front but no support once you have bought it.. I now have a £400 suite I need to return which will probably cost me £40+ to return and I have no idea where to start... DO NOT shop with SOAK.”
