“What a joke! I can't say a good word about them. They advertise / sell products which they don't have in stock, provide delivery dates knowing that they won't be able to deliver as the items aren't in stock and then just mess you around afterwards. Hours wasted waiting to speak to someone through their live chat, empty promises of providing information, issuing refund etc. I placed my order on 1st of November and I am still waiting for my refund 5 weeks later...”
“Items did not arrive at all and I'm still waiting 15 days later after contacting them for a refund. Chased it up with them several times only to be told that they don't know where my refund is, when it will go into my bank, or when their finance team will be in touch to sort this out. Utterly useless.”
“Dreadful post sales experience. Items were delivered today in a damaged state. Website only offers online chat as an option to resolve, which was maxed out all day with no one available. Took the initiative to call them and speak to another department in the futile hope they'd be able to transfer me to customer services, but alas I may have been talking to a robot. The person on the phone was polite yet utterly useless and simply couldn't comprehend why "use the online chat" was an unacceptable response. When I asked to speak to their supervisor I was advised this wasn't possible, yet no reason was given. At the end of this tiresome experience they hung up on me.
There's nothing more frustrating than feeling totally powerless to resolve an issue - especially when it's probably a very routine and resolvable problem. In my case a bath was delivered with damage - it's a ~£600 item so not something I can ignore and simply cut my losses with.
I'm sure the saga will continue tomorrow, but given today's experience I'm already worrying about my 14 day return policy - maybe their whole mantra is to simply ride out the clock until consumer rights expire!
Atrocious customer service. Would recommend any other fellow shoppers to look elsewhere.”
“I enquired to have a design appointment. After some annoying emails I received a call from them. I outlined that I wanted a budget bathroom in a small apartment I was getting to sell and she said it would be about £5k. When I said that was a ridiculous price for a small bathroom she said none of their bathrooms are any cheaper than £4K. Absurd!”
“Avoid this company like the plague.
Absolutely horrific customer service.
There's actually only one way to communicate with this company, and that's a chat system, you will wait hours and get passed about and ultimately cut off.
No way of speaking to an actual person or even an email address!
I'me waiting 3 weeks for a refund and they simply won't refund my money, keep telling me i'll have it today, then when you speak to them again they say theres been an error, we'll get that sent through today .....
I ended up getting my bathroom from bathshack for much cheaper.”
“Same as others on here. Awful to deal with - can only use online chat and they promise refunds have been escalated to their Finance management team and will be paid in 3-5 days then 10 days later still nothing. This has happened 3 times already so over a month and counting waiting for £200+ refund. Terrible customer service.”
“I purchased an item in May 2020(shower enclosure). The item had noticeable gaps in the lower portion of the door and was generally flimsy. Despite my complaints over several months and produced video and image evidence, they still blamed it on our installation. We even went out of our way to seek a second opinion. I would suggest anyone planning to order from this company to stay clear of them. They had no intention to refund our money even if the item is clearly not fit for purpose.”
“NEVER AGAIN !!
Lost my returned item and avoided refunding me at all costs.
Still waiting, probably never going to happen.
Customer service poor, almost impossible to contact for after sales assistance.
Feel like a victim rather than a valued customer.”
“Been promised a refund will be received within 5-10 working days for the last 3 months. Absolutely the worst customer service that I’ve ever had the misfortune to receive.”
“Whilst the product is excellent, it was delivered half a mile away from my home (to a totally different postal code) and I needed to ask for assistance to go and collect the product. Terrible carrier service and no contact from them.
Worse than that is that Victoria Plumb screen bad reviews and have not shown my review!”
“Sent a shower back 6 weeks ago before the 14 days return was up, had no response or refund, wrote asking for a refund and still no response, cannot get through on phone, chat bot cuts off and no email, do not order from this company they treat customers disgracefully, lack of customer service or rather no customer service”
“I paid in full for the order. I was given a delivery date, a time slot an order number to track and trace! which I did - NO DELIVERY made - according to their tack and trace my order is still on the road for delivery 6 days later. There is NO way you can contact them, their LIVE chat is just a machine which keeps throwing the same questions at you. no phone numberthat is answered. What a load of rubbish their claims about Customer Care and Service is a complete , white wash I do not think they know what it means. DO NOT USE THEM.”
“We paid for am delivery and got a text to say it would be with us at 9.42 am. It is now 8.44pm and still no delivery!
Paid plumber for afternoon and could not do any work.”
“Terrible terrible!! Made a big order, all got delivered apart from a bath panel. I organised a refund (or so I thought) and sourced another panel. Then got an email saying new bath panel will be delivered. Spoke to someone and said I isn't need it I wanted a refund. They processed it (or so. I thought) and then low and behold a new bath panel turns up. I refused it and said I wanted a refund. Can't speak to anyone and live chat is useless!!!”
“endless cancellations days before delivery. Refunds took weeks, no telephone number, useless livechat option, please avoid, have no idea how they are still in business, awful company.”
“Avoid like covid. Absolutely awful after sales. Still blaming Covid for delays.
First issues was they sent a heavy glass shower screen when I said not to. I was away, so had to call my elderly in laws to get it in from the drive way. Two 70 odd year old dragging in a 40kg package 😖.
Next issue was a faulty toilet. After assembling and disassembly 3 times it couldn't be leaking from flush or foul pipes. Very close inspection noticed a small hole. Took them over 2 weeks to send a replacement.
Third issue is a missing screen bracket. This is holding me up further as email sent 9 days ago.and they've still not acknowledged issue let alone sent part.
NEVER USE THIS COMPANY!!!”
“Absolutely shocking customer service. Shower is leaking when fitted and no contact number to complain. I have contacted the company twice with no help what so ever. Avoid at all costs”
