Really wish we had read the reviews before purchasing from pathetic excuse of a company! BB is in serious need of customer service training as they absolutely do not provide a good standard. We purchased a shower and installed it only about 3 weeks ago, however the thermostat is not working properly. My husband has renovated our house from top to bottom by himself and is pretty switched on when it comes to DIY, he knows the fault lies with the thermostat. We reported this on 27th Feb. Customer Service (CS) takes 2-3 days to respond to emails. We explained in detail what was wrong but still had to reply to a lot of template questions. Angry isn't the word when on 5th march we received an email reply with only all our replies from previous email copied and not even a comment from them. We then demanded for them to phone us to resolve the issue on phone guess what, no phonecall. We then phoned today (8th mar) only to be rudely told, they will not send us a replacement. We will have to buy a new thermostat and send the old one in. They will then test it and if deemed faulty, we would get a full refund. Bulls...!!! I have never experienced such bad service and I work in CS myself, this is absolutely the worst and I cannot recommend this company. I do not trust that I will be reimburst after reading more negative reviews on here or if we do it will probably take weeks on end. Like it has been said on here, they will try everything in their power to NOT help you. I understand sending faulty item back but at least send me a replacement!! I should not have to pay upfront for this. We will be reporting you to Trading Standards and I will definitely never buy from you again. Very very upset and dissappointed by this non existing service. If I could give 0 Stars I would!! The product is under warranty so you should be doing everything in your power to rectify this problem. Wouldn't surprise me if they don't actually read their feedback!! Also need to add that they couldn't even find our order when we first contacted which already sent alarm bells ringing.