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soak.com Reviews

3.8 Rating 4,916 Reviews
69 %
of reviewers recommend soak.com
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3.8
Based on 4,916 reviews
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About soak.com:

Bathrooms are often considered one of the most important rooms in the house. They should be both functional and stunning, no matter whether your style is modern, vintage or a little quirky but there’s also a lot of fear towards renovating your bathroom that it’s going to break the bank but not at Soak.com.

We’ve been in the business of online bathroom retailers for many years and are now recognised as a multi-award winning name in the industry. We’re passionate about quality, design and customer service and our enthusiasm towards all three of these things is what makes us the ultimate place to purchase your bathroom suites and accessories.

We believe in the products we have available for sale and never stock anything we wouldn’t have in our own homes but to give our customers even more confidence before they purchase with us, we widely promote all the Soak reviews our past and present customers have left us.

From our online customer service to the friendly faces that deliver your goods, the selection of products we have available to the quality of the final product, when you delve through the lengthy list of Soak.com reviews online, you’ll be overwhelmed by just how highly recommended we come.

So, what are you waiting for? Let’s get your new bathroom underway!

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Anonymous
Anonymous  // 01/01/2019
Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Geoffrey Northover
Verified Buyer
“It all started very well. Good prices, easy ordering. After that, all downhill. On Tuesday Aug, 6th, I contacted Soak.com asking for any information with regards to my delivery. Your representative told me that my order is to be delivered Friday Aug, 9th. Great. On Thursday Aug, 8th I receive an e-mail from yourselves asking me to write a review with reference to my overall experience with Soak.com. Having as yet not received my order, I contacted Soak.com once more on the 8th, to ask for my confirmation on the order delivery date. Again I was told Friday 9th, and that the delivery company shall contact me by text sometime before delivery time. Friday 9th arrives, by now I have removed the toilet/cistern and the basin at the job address and I am waiting for delivery sometime that day. At 9-56am I receive a text from yourselves telling me that my order is only now being processed and I shall receive an e-mail soon as the order is to be dispatched. I immediately contact the same number as from where I had been told twice of my confirmation delivery date was Friday 9th, today. The very pleasant lady I spoke to, kept me on hold for approximately 8 minutes, while she searched for an acceptable explanation as to what went wrong with my order. She confirmed that my delivery is for Monday 12th, and not today, 9th. Just how angry am I now.? I am now put in a very uncomfortable position with my customer, having to explain the situation which was at no fault of my own. Instead of the job being finished this weekend I now have to return Tuesday 13th, my earliest date, to complete the job. In the meantime I have to reinstall the toilet/cistern for the customers use for the next 3 days. Also as my order consisted of a bath waste/overflow, I had to go out and buy the same fitting at my own expense, £ 18, to enable the customer to be able to use their existing bath. Thank you for all that. Needless to say I shall think twice before making any further orders with Soak.com, unless you can find it within yourselves to somehow soften the blow you have put upon me. P.S. Please do not come back to me saying that no work should be carried out until orders are have been checked for any damages. This very embarrassing position your company have put me in is all down to Soak.com, being unable to deliver on a date that had been confirmed to me TWICE. Thank you for all that.”
Helpful Report
Posted 4 years ago
Robert Walton-Sharp
Verified Buyer
“Well you haven't made me happy. This is a complaint. You haven't refunded me when you promised to refund me for a shower mixer you could not honour the warranty for. I bought a replacement on the promise that you would refund me. Don't trust this company”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“Really happy with the item, exactly as described, fast reliable service. I originally ordered the wrong size bath but called before my item was dispatched and customer services swapped it straight away nothing was too much to ask.”
Helpful Report
Posted 4 years ago
Hope Ojukwu
Verified Buyer
“I am very disappointed that after I installed one of their showers, it worked for a day and stopped working (I will write a separate review for the shower). I contacted Soak to let them know and I was told I will be contacted by their after sales team within 48 hours but as I write this review almost 9 days later I have not heard from anyone from the after sales team. I have chased 3 times and I have been told that I will be contacted soon but I haven't. It seems that the warranty that comes with goods are not worth the paper they are written on. If I don't hear by end of today I will be going to my local trading standards.”
Helpful Report
Posted 4 years ago
PATRICE THOMAS
Verified Buyer
“I had high hopes for my experience with this company but having been feed incorrect information on multiple occasions I began to loose faith in customer services. Firstly my order was confirmed with incorrect sure name, told it had been corrected but it wasn't. I was advised three times by three different customer service reps that my order would arrive thru 27th, it did not arrive. I had to call the courier ( really not my place)to discover that the items were still in Birmingham and would never have been with me on 27th June. This was due to the Soak team being unable to read their system dates correctly I believe. All that aside, when the order did arrive (with incorrect surname) despite having been advised that 2 sets of taps which were listed as out being of stock but having been assured via an online chat ( I have a copy) that they were in quality check and would arrive with the rest of my order and on a separate occasion being assure via phone that all items on my order were dispatched...........guess what they did not arrive! Finally after being told twice that returns were free ( Not what I read on your website but good news) I get an email to say this is not the case. Soak customer service need to stop misinforming customers, whether it is a lack of training or just telling people what they want to hear. In the end I lost faith in what I was being told and I was right to. Very disappointing all round.”
Helpful Report
Posted 4 years ago
Mr K Viner
Verified Buyer
“We visited the showroom and after waiting patiently for nearly 20 minutes we were completely overlooked by the sales rep who started helping another couple who simply collared him as he walked past (waited 40 minutes in total to be seen). The advice we were given though was good and made sense so we went away and decided what we wanted to order I rang the main number and asked to speak to the rep we'd seen in the showroom and after a short wait was told he was busy and would call us back. He didn't. It was only after two more calls from me (during one of which I was told there was no way to be put through to the showroom) that i found out he wasn't even working that day. After going through all the order details with Joe (who was in the showroom) i placed the order and requested it be delivered to my business address the following day. Not a problem coming to a business address i was told. It turned out to be a nightmare. DX carriers emailed me that evening to say it would be delivered between 7.00am and 8.45am (business hours being advised to Soak as 9 to 5.30). I rang DX to re-arrange the time and was fobbed off with a load of rubbish about driver's not leaving the depot until after 8am so there was no way it would arrive before 8.30 blah, blah, blah. 7.10am the next morning i get a phone call from the delivery driver who's trying to find the address. I explain the conversation the previous evening and he says I'M talking rubbish and that it won't get delivered if no-one is there (at a business address at 7.15 am!!!). 5 minutes later i get a call from Rachel at DX who says that there's no way they can re-deliver that day even though they've ignored that they're trying to deliver to a business outside business hours (which Soak should have made clear). I request to speak to a manager, Rachel says her manager is Laura Stanley and she'd call me when she got in at 9am (it's alright for HER not to be available until 9am it seems, just not the rest of us). 9am comes and goes and no phone call. 10am arrives and still no phone call. I call DX AGAIN and eventually get to speak to Michelle who says she will find out who from DX gave me the rubbish information and also try to see if the delivery can be re-tried - it can't - so she says she'll try to get it "upgraded" (how is being a day late an upgrade?) to a Saturday delivery. She gives me her mobile number in case anything goes wrong. How could she know that something would go wrong? Saturday comes and no tracking information so i ring DX again to be told (seemingly by the same B.S. merchant that gave me the intial false information) that it was definitely out on the truck and would be with me after 3pm. 3pm comes and goes and no delivery. I ring DX only to find their offices close at 3pm - what a surprise that i should be told to wait until after 3pm before ringing back about a non-existent delivery. I try to ring Michelle - no answer. I ring again (4 times in total) and after the 3rd attempt the phone goes directly to voicemail instead of ringing out as it had previously. If i was a cynical person i'd think someone didn't want to talk to me (can't blame them, i was immensely pee'd off by this point). So i rang Soak.com and got told the delivery has been made and signed for by someone with my name. I rang my office to see if it had been delivered there - nope! Delivery gone missing, no tracking info and a forged signature. I put the onus on Soak.com to sort this mess out as they're the ones i have the contract with, and if they don't then a) there'll be a complaint being made for either fraud or theft, and b) they'll be refunding me with immediate effect. I was even told that i'd have to wait for the refund until Soak.com got the goods back from DX!!! The ONLY, and i mean ONLY, reason this got sorted out at all was most definitely not down to anyone at Soak.com giving a monkey's; i never got a call back from anyone at Soak, with an apology or just to see if everything arrived o.k. No, the only reason i got the products at all was due to Andy, the manager at DX's Bilborough depot, being such a conscientious individual and ringing me directly to apologise and inform me the delivery hadn't gone out on the van at all and that he would bring it himself in his own car. Soak.com have never contacted me (there was going to be another order go in for my Mother's bathroom but they've shot that). Michelle at DX has never contacted me. The advice i was given by Joe at Soak about what i needed to order was wrong, he said i needed a mounting kit that i didn't, they come with the toilet pan. Sunny at Soak.com said he'd call me to let me know what had gone wrong and still hasn't. The only erason this didn't go very public was due to Andy at DX. I hope they appreciate that man, he saved them one hell of a bad review.”
Helpful Report
Posted 4 years ago
Simon Robinson
Verified Buyer
“Didn’t make me happy faulty (badly designed) shower valve”
Helpful Report
Posted 4 years ago
John Webb
Verified Buyer
“You did not make me happy. You gave a delivery date we arrange for a plumber to come the day after. We rang on the delivery date to find out what time. You told us you could not deliver as it went to another distribution centre.”
Helpful Report
Posted 5 years ago
Linda Glover
Verified Buyer
“The item I received was what I wanted. It's just a shame the delivery service was so poor!!! This is the second item I have bought from soak.com and the second time the delivery service was disappointing to say the least. When I contacted customer service, they were very friendly but didn't even know my delivery hadn't arrived and told me that it was out for delivery the next day.... If it was free delivery, then you couldn't complain but when you pay for delivery and then it's a bad service then something needs to be done about the courier your using!!!! I wouldn't recommend soak to a friend and I won't be using you again...”
Helpful Report
Posted 5 years ago
Alan Craske
Verified Buyer
“It is taken over two weeks to get a delivery I have not been notified at any stage when a delivery would be made it is only when I have phoned to find out that a date was given I waited in all day on the day question with no delivery and then phoned to find out that no order had been given to the warehouse and therefore is had been a complete waste of my time”
Helpful Report
Posted 5 years ago
Hazel O
Verified Buyer
“Soak has not make me happy. I have been very disappointed with their customer service. I have spent £4,000 on items since November and am still waiting for replacements!”
Helpful Report
Posted 5 years ago
Katy Bryan
Verified Buyer
“They did not make me happy. Sink arrived damaged and they said it would be 2-8 working days to replace it. Supervisor wouldn't talk to me about it. I had to kick up a fuss to get a replacement sent out sooner”
Helpful Report
Posted 5 years ago
Kerry Forster
Verified Buyer
“They never I have had to have the shower changed which cost me more money to get replaced the sink is a joke 1 inch of water the toilet is so small just about fit a child bottom on it the shower cubic was damaged on arrival ... if this bathroom suit last another six months before falling apart I will be surprised.. rubbish”
Helpful Report
Posted 5 years ago
Alan Bates
Verified Buyer
“First trade order with you. Needed the goods asap, showing in stock on the web site. When the order was placed I was told I couldn't pay extra for a quicker delivery and it would take 2 to 8 working days to deliver the goods. It took exactly 8 and 3 phone calls chasing a delivery date. Due to this I have had an upset customer and for a large company like yourselves I don't think this is a very good service.”
Helpful Report
Posted 5 years ago
Anonymous
Verified Buyer
“I was due to have a delivery from you on the 28th January 2019 between 14:09 And 16:09. I received two text messages confirming this. I took the afternoon off of work to ensure that I was home during the allocated 2 hour slot and waited from 14:00hrs right through to 18:00hrs. We did not receive any delivery during this time, nor any correspondence from the courier and Soak.com during this period highlighting any delays to our delivery. I am appalled at the lack of communication from the courier. My mobile number was exchanged when I processed the order, so I cannot fathom why I was not called to be made aware of this situation. Instead I had to call Soak to enquire about the where abouts of my delivery after waiting in ALL afternoon when I could have been at work. We also had a plumber booked to come in and install the toilet for Tuesday 29th January and now not possible. We are very upset to let him down and he may still charge us for his time. Wendy who I spoke to on the phone was very helpful and after 2 hours of back and forth phonecalls finally managed to get hold of the depo and reported the driver was working from paper and did not phone in to say he was outside and no one was answering. She reported that this would normally happen and that they should not arrive outside of your delivery slot time which the driver clearly has. Wendy then told us that he had left a slip to say he had been, however this is not true there is no slip anywhere. I was then told it would be re-delivered on Thursday. When the delivery arrived the screws for the toilet were not there. These were then delivered on the 08.02.19. When the delivery driver was driving away from the house he drove into my mum's car, but that is a whole different issue. Due to this error and subsequent inconvenience I would like to be refunded for the cost of the delivery (£29.99) and a reduction on the cost of the goods.”
Helpful Report
Posted 5 years ago
Kevin Casey
Verified Buyer
“All Soak provided was inefficiencies, frustration and simple stupidity over a period of the whole transaction. I placed an online order before 13:00 on Monday 28th January required for next day delivery. the order included the £9.99 charge for next day delivery on orders placed before 13:00. the acknowledgement, received @ 12:58 gave a delivery date of Wednesday 30th Jan. I rang immediately to clarify, only to be told that your despatch department didn't receive the order in time. I strongly pointed out the I had fulfilled the requirements of your site and confirmed I needed next day delivery. The lady promised to call back after she had spoken to despatch. No call was received by 17:30 so I followed up by email, which resulted in a call at 18:03 to advise me that the item had not been despatched so would arrive on Wednesday. I cancelled the order immediately and asked that a refund be processed, which the lady agreed to do. On Tuesday evening @ 20:10 I received an email from DX Delivery saying they would be delivering my order on Wednesday 30th, to which I replied do not deliver, the order was cancelled. This was followed up late the same evening with an email to Soak to cancel the delivery. I received no answer from either DX or Soak. The parcel turned up early afternoon of the 30th and was rejected, as I had promised in my message to Soak. To compound your stupidity I now have a new message on Sunday 3rd Feb advising that order number 2916624 has been despatched. Again I responded @ 19:50 on the 3rd to Soak pointing out that there were no outstanding order and that any earlier transactions had been cancelled. Kevin Casey”
Helpful Report
Posted 5 years ago
Linda Coker
Verified Buyer
“You mean unhappy!! 1st del date i was given a time slot 10:25-12:25. I then got a txt saying delayed. They never showed allday. wasted days pay for me! I booked another slot sat.22/12 (a day i should of been finishing my xmas shopping) slot:10:06-12:06....No delivery allday again!!I tried phone, text or chat line...No response. I spoke to Kia then Carris at 16:15 who promised shed find out and get back to me.....NO CALL. My plumber was booked in for Sunday to install items. Had to cancel him!! 24/12 spoke to James, I felt had little sympathy with this issue. I was given an apology when I requested it. James spoke to DX, they had no idea where my goods were, Soak had no idea where my goods were?? Offered to deliver the goods that no one knows where they are!! on Friday 28th. Really, I am expected to take another day off work and wait for goods that probably wont turn up??? I declined and ask for refund. Still shown no sympathy, almost sounded relieved I would be off the phone!! I would not use Soak again or any company that uses DX as the courier service. I expressed my feelings on this service to Soak customer services via email. No apology, no explanation just " we have issued a refund" Shocking customer service!!!! Just hoping they get that refund right and i EVEN RECEIVE IT.”
Helpful Report
Posted 5 years ago
Samantha Mottershead
Verified Buyer
“I was extremely happy with my customer service at the start of the process as I had ordered the wrong shower. I was advised by the agent to send the original shower back with the courier and it would be returned to them and subsequently refunded. That has now been over a month with no refund. I then spoke with a helpful lady who said she would raise a complaint with the couriers and email me the next day, again I am still waiting for this email. I have now out of pocket because of an instruction from your company. I would of recommended the company if this would if been resolved.”
Helpful Report
Posted 5 years ago
Tony Moulang
Verified Buyer
“Soak.com has made me very unhappy as I paid out over £500 and my radiators have not been delivered yet”
Helpful Report
Posted 5 years ago
Christopher Hoare
Verified Buyer
“Never received item. Did get a refund but had a cold bathroom for Christmas period.”
Helpful Report
Posted 5 years ago
soak.com is rated 3.8 based on 4,916 reviews
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