“Illegal behaviour regarding return refunds
I have returned a toilet seat which was misleadingly described on the website as “universal fitting” for Villeroy Boch toilet pans, but did not actually fit my Villeroy Boch toilet. Superbath agreed to a refund, but this hasn’t been processed 5 weeks after the returned item arrived back at their depot. This is despite the UK law stating that refunds need to be made within 14 days of the returned item being received by the seller and despite two separate email conversations with their customer service in which they claim they have forwarded my request to their accounts department.”
“Do not order from this company. You pay in full and then wait months for it to arrive. We asked to have the shipment all together and to be informed when delivery would happen as the property was empty, and having agreed to this they delivered half the order without notification and we are still waiting (3 months on) for the rest of the order. Orders arrive from overseas and they make constant excuses for the poor service.”
“Do not use. As with all of the other reviews below the service is terrible. Items arrived ok but were not what we required. We attempted to return immediately but have been met with every excuse going (Brexit, changing logistics provider, returns centre very busy, 'its for accounts to process not us'). Return first requested on 5th Feb, they have had the goods since the end of April and the return still hasn't been processed. I've no confidence it will be either, fully expecting the next excuse.”
“Exactly the same as other reviews;
The items can take months to arrive and last time they came damaged;
I have taken photos and they have refused to replace them or refund me even though I have spent thousands of pounds with them over the last couple of years
Really bad after service - probably the worst I've experienced in my professional life”
“AVOID - AVOID - AVOID
This company owes me money on damaged goods delivered. They don't return my emails or haven't refund my money, I'm now seeking legal action!”
“DO NOT USE! They took 3 months to deliver even though advertised as a few days then refused to accept a return even though advertised as being able to.”
“AVOID THIS SELLER. Misleading website, looks as if the company is based in the Uk and not Germany. There is no clear information about possible custom fees. I got charged about £90 by UPS and only after paying this fee when the parcel arrived, I saw that the parcel is from Superbath dispatched from Germany. Also some items were missing. Superbath forwarded a tracking UPS number claiming that my items were shipped in two boxes but the UPS tracking system indicated that this shippment was cancelled. I did not get my items in time for the work.”
“Didn’t send confirmation email of order and then required £43 customs bill to be paid on delivery. Naturally refused amd called themselves they explained they would reimburse me once paid - and it would be redelivery in a couple of days. But it took too long had to buy from another supplier. £15 to return. No complaints procedure. Very frustrating! !! Very slow to respond. Never again.”
“Absolutely scam. Do not use this supplier. 7 weeks still waiting for my parts. Now asking to pay £204 extra for international VAT. No communication what so ever. No one is picking up the phone. Email even worst. Do not use it!!!”
“I had one of my worst customer service experience with Superbath. The company has no presence in the UK. Before replacing the order I was confirmed that they have most of the items in their UK stock but as soon I placed the order they said all coming from Germany. I should have received all items within 2-3 weeks but it is over 2 months and I am still waiting.
They have one guy who receive the calls but very little understanding of customers needs. He just repeats a few words "ASAP, "Will let you know", "Next 2-3 days" etc. He blames Brexit, Courier companies for everything.
Please be aware... Please don't even go near to them...”
“This company is an absolute joke, do not buy from them. I placed an order on 7th Jan 2020, with the promise of 48hr dispatch. After a week, still nothing, so I chased it up a few times, to be told each time that it was just about to be dispatched - still nothing, so I cancelled the order, and got what I needed from elsewhere.
Then inevitably, the order I had cancelled, arrived - 3 weeks after I'd placed the original order. Since then I have been trying to sort a return - I have been told that Brexit is causing issues with their courier/returns - it's been 3 months!!!
They still will not process my return or issue a refund - I have been incredibly patient and reasonable, but they have done nothing to resolve the issue, and I've had enough.
DO NOT ORDER FROM THIS COMPANY - their customer service is appalling, I have wasted a lot of time trying to resolve a problem of their making, and I suspect I will never get my refund.”
“Do not use this company they are thieves. No order no refund just plenty of excuses and lies. Europeans are lazy useless people. Best thing uk did was get out away from the trash. Highly NOT Recommend this company thieves nothing else.”
“Order number 138821. Purchased my items and sent an email to confirm payment on 18/9/2020. At the time of purchasing it was made clear to Superbath, I will be purchasing from overseas and my items were to be delivered to our shipping agents. I received an email on 20/9/20 confirming my order was now being processed. Delivery was not made and I only found out when my shipment from the UK arrived. I contacted Superbath on 20/1/21 and spoke to Sabrina who confirmed that they had not delivered as my payment had not been matched to my order, their mistake, she was very helpful and I appreciated her service. Anyway, I understood and advised her that I was yet to arrange a new delivery address therefore if they could hold off on delivery until I send an email with the new address. I sent an email on the 25/1/21 providing the delivery address, I did not get a response, therefore followed up with a call on 26/1/21 and spoke to Timothy who said the order had been dispatched to my original shippers address. I explained to him that they should have delivered at that address. He basically insinuated it was my fault therefore I should arrange with neighbours to accept my collection. In the end I spoke to Blair whom they said was a manager. He was understanding and said he would follow up with the couriers and get back to me. I sent a follow up email of my conversation on 26/1/2021. I received no response until I contacted them again on 29/1/21. I spoke to Timothy again who was suggesting i arrange with someone to pick up the goods from Manchester (the delivery address I had given them is in Birmingham.) He flat out refused to see reason and insisted they can only deliver to the old shippers address and there is nothing they can do. In the end I requested a refund to which he asked me to put in writing. I did so and he confirmed receipt of the email but refused to give me confirmation in writing that they will refund as he said he wasn't sure if they could refund the money to me. I insisted on speaking to someone else and that I get confirmation in writing. After I insisted, he hung up on me. Issue not resolved. 1,608.67 GBP gone and no items received not sure if I will receive my items or my money back from this organisation”
“Would give zero stars if I could!
Hi, my experience has been similar to so many other customers. I did get a very battered box delivered......an empty battered box!......no surprises there then, now that I've read the reviews and seen how other people have been treated. Pity I hadn't read the reviews before ordering!
Not getting anywhere in trying to get the product that I ordered or a refund!
STRONGLY ADVISE AVOID SPENDING YOUR MONEY ON ANYTHING FROM THIS COMPANY”
“Despite claiming the following:
"You want to return a product because the colour doesn’t match your bathroom quite as well as you thought it would? No problem! You want to cancel an order because you changed your mind? Of course! We have free returns for packages"
It is simply not the case.
My experience with this company is that despite agreeing that their website is misleading, they still continue to refuse to refund my postage. Actually, they agreed to refund, then changed their mind!
Nowhere do they mention on the site that they deduct postage if you return items and the citizen's advice bureau have very clear advice on this, if it is not made clear that the customer pays the return shipping then they are liable to refund your postage.
They say 'free' returns are only for damaged or incorrect items or something that is a fault of theirs. But this would of course be their responsibility under consumer law. The free return is a misleading ploy to get people to place orders under the guise that they can swap if they aren't happy with it.
I would never use this company again based on my experience.”
“Hi, my experience has been the same as Joe. Placed order 2 weeks ago and still no delivery. Superbath have stopped communicating and now I’m filing a fraudulent claim with my bank against the m as a merchant.
AVOID AT ALL COSTS !!”
