Bathroom Village Reviews

Name: Bathroom Village
Address: Bathroom Village Head OfficeWaterloo HouseSylvan RoadBlackdown Business ParkWellingtonSomersetTA21 8ST, Wellington
Rating: 4.21

4.2 Rating 861 Reviews

81 %

of reviewers recommend Bathroom Village

4.2

Based on 861 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 75%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour

Visit Website

Phone:

0344 774 6666

Email:

info@bathroomvillage.com

Location:

Bathroom Village Head OfficeWaterloo HouseSylvan RoadBlackdown Business ParkWellingtonSomersetTA21 8ST
Wellington
TA21 8ST

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered a large sink from them a few weeks ago, the sink should have been freestanding due to the weight its not so I need to exchange it! Checked the website and no mention of the sink not being freestanding or in need of extra support. Tried to log in my return on their website but it is not working, emailed them instead and got the driest of emails where I was told that I need to organise my own return coz they cant help! I mention that I don’t mind paying for the return but I would prefer for them to organise the pick up. When I told them that I will order the smaller version and they could pick up when they deliver that they said that unfortunately they cant help me with that either. Over the phone the word unfortunately was used ten times in less then a minute. At no point during the conversation did they try to find a solution. Refuse to order with them again and I do need more bathroom units for my house.”

Helpful Report

Posted 4 years ago

Hi Daniel, Thanks for your recent feedback. Firstly just to confirm the item that you ordered was a wall mounted basin as clearly shown in the pictures on our website. This means that it is not freestanding and simply needs to be attached to any wall. Additional wall support may be needed (as with any wall mounted basin) however any competent installer will be able to do this. Apologise that our returns form did not seem to work for you, we have passed this feedback on to our website team to look into. As stated in our terms and conditions that you agreed during the checkout process, any unwanted items will need to be returned to us by yourselves at your cost. Unfortunately we do not offer a returns collection service as this will mean that any goods that come back to us will not be insured and should there be any damages to the item you will not receive your refund as you were made aware of. The item has since been received back into our warehouse and your refund fully completed. We hope that this answers the points raised however should you need any further details or assistance please do not hesitate to contact us. Many Thanks

Posted 4 years ago

“Good products. Poor service. Would not exchange an unused shower rose to a smaller size, despite purchasing over £3000 of merchandise. Would not reccomend.”

Helpful Report

Posted 4 years ago

Hi Mr Eaves, Thanks for taking the time to leave the review. We operate a 14 day return policy for any unwanted goods for a refund or exchange. The order was delivered to you 12/6 and you notified us of the exchange request 6/7 so due to the amount of time since you received the order we were unable to accept the request on this occasion. Please note all of our terms and conditions (including our returns policy) are found on our website and are agreed by you during checkout. We hope that you are pleased with the other items in your order and the planned work is all going well. Should you need any further assistance please do not hesitate to contact us. Many Thanks

Posted 4 years ago

“It took 4 weeks to deliver a shower screen and i was not notified of any delays, when I tried to call no answer. When I finally got through they advised it arrived damged, they could of delivered 3 in this time. As the shower screen was going to be late I had to pay extra for the other items to be delivered in time so the bathroom fitter could get on and I had a usable bathroom again. Good quality products but a diabolical service. If you are planning on updating your bathroom next year then order now, if you don't plan that far ahead like me then stay clear. Hope this helps”

Helpful Report

Posted 4 years ago

“Out of three lots of bathroom suppliers recently used these were by far the worst. Part delivery of an order, no updates, delivery of wrong items and non matching units combined with the inability to speak with the correct department to rectify and parts being sourced from all over the country made the whole experience stressful and not yet resolved! Would not recommend 😶”

Helpful Report

Posted 4 years ago

Thank you for your feedback. We're very sorry to hear about your recent experience with us. We are currently investigating what has happened here and we are doing our best to resolve the matter as quickly as possible. Best regards, Bathroom Village

Posted 4 years ago

“Sadly, there seems to be a disconnect between ordering and stock management. Having placed an order and paid in good faith based on the BV website delivery times I was informed there might be a delay and that I would be informed later. Point one, other companies are more honest at the pre-purchase stage. Given the delivery date was now during a period when I was away we agreed delivery for 1st May. I subsequently received a message to say it had left the warehouse weeks before the 1st. I emailed immediately to stop delivery. Somewhat concerned, I emailed in mid April as a gentle reminder about what we had agreed. Nothing arrived on the 1st. Having chased up the order on the 2nd I was told it would be with me in two days - it didn't arrive. Having spent over £15K with various suppliers as part of a bathroom refit, Bathroom Village is the one I, sadly, would not recommend.”

Helpful Report

Posted 4 years ago

Hi Michael, thank you for your feedback and for bringing this to our attention. We're sorry to hear your recent experience and for the inconvenience. This is certainly not the usual service we provide. We normally get this spot on so we're looking into this see what happened. We hope the item we sent to you looks great in your bathroom. Best regards, Bathroom Village.

Posted 4 years ago

“I have used bathroom village previously and have been happy with the service. However on this occasion I asked them to price match a Burlington toilet with another well known company where it was cheaper and not in a sale (there price match promise is clearly displayed on their website). I believe this to be false advertising as they refused to price match a product, although customer services were polite they could find no other reason than the price difference was too low and stated it was below their cost price. They were not willing to provide any policy around this when requested or offer any close comparison in price. I am very disappointed and will no longer be using the company unless they rectify their price promise and I will be ensuring I do not use them for any of my properties and business or recommend them in future.”

Helpful Report

Posted 4 years ago

Hi Nick, thanks for your feedback and for bringing this to our attention. We will soon be placing our price match policy online. Unfortunately, as you stated we were unable to price match. In this case, there was an exception so we will be looking to detail this very soon. We hope that once our policy is available you will be happy to consider using our services once again. Best regards, Bathroom Village

Posted 4 years ago

“After 26 days, still no delivery!! Was supposed to arrive « 100% sure » today, and it didnt!! Worst customer service I have experienced!!”

Helpful Report

Posted 5 years ago

Thank you for your recent feedback. We're so disappointed with the courier who was supposed to deliver your goods to your property. It's a case that they provided us with an ETA and we then passed that along. We were consistent with updates, they said it was guaranteed to be delivered. Then decided not to notify us or you about cancelling the delivery. It's horrendous, and we have already filed a complaint to the relevant party. They're local to you and should have realised the challenges due to the location of your property. We can only apologise for the way in which this company has acted. We really appreciate that you had decided to choose us to provide you with these goods, we hoped that the delivery part would have been more professionally handled. Thanks again for the feedback. This is ultimately a rare case and we're doing everything in our power to ensure smoother deliveries in future to locations similar to yours. Best regards, Bathroom Village

Posted 4 years ago

“I ordered a porcelain shelf and after receiving 3 all damaged and returned was told you would be refunding our payment, it would have been better to ensure an item that could be damaged was wrapped appropriately”

Helpful Report

Posted 5 years ago

Thank you for your review, we really appreciate all the feedback we get. We totally agree It's been a right pain getting this shelf over to you and we wholeheartedly apologise for the inconvenience. We've have spoken to the supplier about putting the item in appropriate packaging.

Posted 5 years ago

“Had to wait an age for delivery. After 2 weeks received a mirror rather than the shower cubicle I had ordered. Had to wait again for replacement item to be reordered. Finally got shower cubicle after almost a month of waiting in total. My advice - might be cheaper than Victorian Plumbing, but overall their service is disappointing.”

Helpful Report

Posted 5 years ago

Thank you for your recent feedback, we really appreciate it. We're sorry to hear about your experience and for the mix-up. This is a rare situation. We do our best to get resolve issues like this as soon as possible, however, in some cases, it takes longer than first expected. You're right, we are very competitive and we always deliver. Thanks again for choosing us.

Posted 5 years ago

“Long time resolving tap that was unfit for purpose. No consideration given to cost of fitting and weeks of inconvenience. Was refunded cost of purchase but still have inadequate tap. Will have to replace and pay for removal and fitting of new one.”

Helpful Report

Posted 5 years ago

Hi Dave, many thanks for your feedback, we'll certainly investigate this with the supplier. We're sorry to hear about the inconvenience caused, you have now been refunded and we hope you get everything sorted soon.

Posted 5 years ago

“We returned a bath costing £600, two weeks later and a PayPal dispute opened, the company are refusing to refund me. Even with tracked proof of return! I have had every reason why they can’t refund me. Customer service don’t do refunds, accounts don’t do refunds, the warehouse might do refunds but only once a week if that, nobody knows how to refund using PayPal. PayPal can take up to 28 days to sort a dispute and even then they may not refund it. I have spoken to PayPal on several occasions, they have confirmed every time that bathroom village are able to refund me at absolutely any time, as simple as pressing a button. They still refuse to refund me. I also agree with other posts that they do not hold stock. Nothing will be delivered to you within 5-7 days unless you contact the supplier directly who will contact bathroom village to say they will deliver directly. Absolutely useless, money stealing company.”

Helpful Report

Posted 5 years ago

Thank you for your feedback. We're sorry to hear about your recent experience with us. I've spoken to our colleagues here and we have successfully refunded the amount for your order. Edit : Dear Liz, we want to clarify that we have fully refunded the monies owed, due to the dispute raised through PayPal by yourself the delay is from their side (the money owed in full has already left our account). We're sorry you feel that we are withholding your refund - be assured that you will receive this soon. Please be patient. We thank you for shopping with us and we really hope your bathroom looks spectacular with your purchased goods. If there's anything else we can help you with please do not hesitate to get in contact.

Posted 5 years ago

“Dreadful! After waiting weeks for the delivery of a sink and loo they came in a cardboard box without any padding and surprise surprise they were smashed. I am now waiting for a second delivery. The office have been off hand and have never once apologised infact they are very dismissive and have no empathy at all. I would suggest ordering elsewhere, look at the reviews on trustpiolet, dreadful.”

Helpful Report

Posted 5 years ago

Thanks for your feedback, we're very sorry to hear about your recent experience. We have reordered your items and It looks like they will be with you soon. We do our utmost to resolve issues such as these as quickly as possible. We hope that once you receive your items you'll be happy with the finished result. Should you need further updates please feel free to give our customer services a call.

Posted 5 years ago

“They took such a long time to deliver and could not give any accurate timescales so we had to cancel the order and went elsewhere who were able to deliver the next day. The service was very poor and on one occasion they cut us off on the phone. I would not use them again.”

Helpful Report

Posted 5 years ago

Thank you for your recent feedback. We very to sorry to hear that you have decided to go for a refund. We do our best to get orders out quickly and we can only apologise for the delays in getting your item to you.

Posted 5 years ago

“Awful”

Helpful Report

Posted 5 years ago

We're very sorry to hear this. It really isn't the type of service we are known for. We understand there were issues with your order and we've tried to get this corrected. Once again we apologise for any inconvenience caused and we hope you're able to get on with your project without any further delays.

Posted 5 years ago

“Never return calls. Delivery was badly delayed. Staff not very pleasant. There are so many better places to buy from. Avoid this company”

Helpful Report

Posted 5 years ago

Hi Thomas, thanks for your recent feedback. We're very sorry to hear about your recent experience with us, we are doing everything we can to keep customers informed. We always strive to provide a 5-star service and during recent months we have had a huge volume of orders, of course, this is no excuse. What we will do is to take your feedback on board and look to continue to improve our services.

Posted 5 years ago

“One star is too generous. The worst customer service I’ve ever experienced. Consistently lied to by customer service. Wasted six days of my life waiting in for promised deliveries which never arrived. Avoid using this company at all costs!!”

Helpful Report

Posted 5 years ago

Thanks so much for your feedback. It's important for us to hear this as we want to get every order perfect for our customers. Sorry to hear you're not happy with our service, we'll take your feedback on board and we endeavour to continually improve our services. Should you wish to speak to someone further about this please give us a call.

Posted 5 years ago

“Bought a bath in what I thought was the bath in the picture. A. Tag without any surround arrives, different to what is advertised. How can you sell a free standing bath without a surround? Had a real job sending the bath back. Was told I would have to arrange Courrier etc. Only after I threatened to get trading standards and false advertising involved did they accept a return. They then took almost 3 weeks to pick it up”

Helpful Report

Posted 5 years ago

Thank you for your recent feedback Ishtiaq, we're sorry to hear you're not happy with our service and we loathe to let any of our customers down. The manufacturers supply us with certain images and in this case, the image for the bath without the surround was not available. We'll take a look at making this clearer for our next website update and we appreciate your feedback.

Posted 5 years ago

“Ordered an item on 16 December - the confirmation email stated: "We will endeavour to get your goods to you as soon as possible, if there are any stock issues we will contact you to let you know. Once your delivery is despatched we will send an email with a link to track your order. You can check the status of your order by logging into your account. If any problems arise with your order you will be contacted immediately." I heard nothing more - chased on 4th Jan and was advised Christmas shutdown had delayed the goods being received by them (fair enough). Their email reply to me stated: "When it has been dispatched you will receive an email to confirm this with the tracking information available. It will go on a 24 hour service so once dispatched you can expect it the next working day." Again heard nothing so chased AGAIN on 22nd Jan. They replied that the items had been dispatched on 8th Jan and must have been lost in transit. I was not sent an email advising of dispatch as stated on their website, the order confirmation or their reply to my initial query about delivery. I asked them to reorder the item. They then advised they had reordered and I could expect delivery "early next week". Early next week has now elapsed so I have chased AGAIN. Am now told that the item is in their warehouse and *should* be out for delivery tomorrow, and to expect delivery in 2 days. No explanation as to why there have been no emails confirming delivery or advising of delays as promised. To put it quite simply, the statements this company makes about delivery are untrue. They create an expectation of excellent customer service which is not delivered. Luckily we have a good relationship with our plumber - but scheduling work with him has been a problem because of this.”

Helpful Report

Posted 5 years ago

Thank you for your recent feedback. We are very sorry to hear about all of the delays getting your item to you. We are talking to the delivery company to understand what has happened in this instance. We have ordered the item and we are waiting for it to be sent to our warehouse to then be shipped to you. Indeed you will be sent an email once this is the case. Once again we're very sorry to hear about the problems with your delivery and any inconvenience caused, it's unusual and we're looking into this matter. Best regards, Bathroom Village.

Posted 5 years ago

“My order was delayed by several weeks / which had a subsequent disruptive impact on my project timeline. Multiple contacts with the customer services team had zero effectual impact on this. When my order eventually arrived - the product I purchased, based on the images provided on the website - was not the product I received. When I queried this, I was informed that the website was out of date and the manufacturer no longer produced the sink I had ordered, so they sent me the sink they produced in place of it. There were a few significant differences between the two products, but I was not consulted or given a choice in the matter before I received it. Following my complaint I was offered a refund or an exchange. Which I’m sure is an acceptable outcome. However does not in anyway negate the 2 month delay in my project. There was little in the way of acknowledgement or apology for the inconvenience. Very disappointing.”

Helpful Report

Posted 5 years ago

Thanks for your recent feedback Nadine, we're sorry to hear about the delays in your project. The manufacturer (Burlington) had updated the product without informing us, so we have now subsequently updated the image on the website to reflect these changes so this does not happen again. Manufacturers can make frequent changes to their product lines throughout the year so we are at the mercy of the manufacturers to keep us updated as soon as these product lines have been updated. We would be disappointed too if we received an item that didn't look like what we ordered. We have personally apologised and offered a replacement or refund to get this matter resolved as quickly as possible, you've since decided to keep the basin. We'll take your feedback on board and see if there is a way to get these updates from Burlington sooner, rather than later! Once again we are very sorry for the delays, inconvenience and time you've had to put into getting this resolved. Should you wish to speak to a manager further about this please do not hesitate to call us. Kind regards, Bathroom Village

Posted 5 years ago

“Appalling service with me constantly chasing for the whereabouts of my orders. We had 3 doors shipped before getting one undamaged, of which i again had to chase what was going on and had very little comeback. Lack of any real customer care or consideration. I will never buy from here again.”

Helpful Report

Posted 5 years ago

Thanks for your recent feedback, we're sorry to hear that you've had to chase your items, we did have some delays which in this case was out of our control. We hope the items that have been delivered are to your satisfaction and you're happy with the products supplied.

Posted 5 years ago

Bathroom Village is rated 4.2 based on 861 reviews