“Awful customer service. Takes ages to get through, when you do, they cut you off.
Paid for goods in August - still waiting for delivery, excuses range from stocktaking, wrong date entered by adviser to now out of stock. Very Very poor..... be warned!”
“Purchased an illuminated mirror beginning of September have been chasing every since, excuses range from sent to wrong depot, no orders being sent out as stock taking. Called yet again on Wednesday 26th to ask where was my delivery due that day, to be told Agent had sent to wrong depot again. Was advised by Mel it would be on next day delivery, waited in all day, could not get through to Palletways delivery company. Yet again did not arrive, called Better Bathrooms first thing Friday 28th to be advised it was being delivered today as problem with truncking yesterday??? by midday. Called Palletways finally got through to be told it was an all day appointment and they could not get through to driver was an agency worker, so sometime before 5pm and delivery was not scheduled yesterday. I have now stayed in for three days and I am not confident it will arrive today. Each time I have called Better Bathrooms have I have been over No 20 in the queue and have been on hold over 30 minutes each occasion. The cost of time, phone calls and stress have outweighed the price of the mirror. Thats if it arrives.”
“They take your money but don't deliver. They say things in stock and they aren't. Maybe if you can wait 6 months you might get some of your order but most people order a bathroom and expect delivery when promised. Nice showrooms, nice sales people but once they have your money all customer service stops. Looks like they just lie about stock situations and you are left to suffer the consequences.”
“Nothing arrived on the day of guaranteed delivery, and most of what arrived over the coming weeks was damaged or poorly made and had to go back. It's now over a month since then and we still have only about half what we ordered. Some of it we've given up on completely and bought elsewhere. We've had four different cabinets because they all arrived with massive dents or cracks, in the end we've been forced to keep a damaged one so we can have sink in our bathroom. We've just been told one of our other replacement items is now out of stock and we'll have to wait 8 weeks for it. Even if everything had arrived on time and intact, its pretty poor quality and would not recommend it.
Customer service is horrible, usually about a half hour wait on the phone before you talk to someone, they never apologise and seem to be trying to be unhelpful. We had to fight tooth and nail just to get the delivery charge refunded. The promise calls back and then never do. Last month my phone bill was £80 more than normal because of having to call and chase, and that's only one of the three phones we used to call them. I've tried both online and in store, and it's the same. It's two weeks since something I ordered to the store was meant to be ready for me.
It has had a huge and horrible impact on my life, calling them, waiting in for deliveries, loosing time and money, going without a bathroom for a month. We were supposed to go on holiday after the bathroom was finished, but thanks to Better Bathrooms we had to cancel. We have also lost our builder because of all the problems and delays, even though the website clearly states guaranteed delivery day.
Despite all this, the customer service continues to be as shoddy as ever, and they make no effort to sort things out urgently. When we tell the delivery drivers about the problems we've had they say they are not surprised as it happens all the time. I am yet to receive an apology or compensation.”
“I bought for around £5000. Many items missing and damaged. Bad customer service . lost £2000. No moral duty to customers. Never buy from better bathroom(Bad bathroom). Once selled the item they will treat the customers as strangers.”
“What a terrible company!! AVOID!!! Ordered a bath and taps from these,paid £50 for next day delivery. It arrived...delivered on a pallet. Missing essential parts needed for installation,i.e. Legs, fitting kit etc. Rang customer services to be told that the part would be 3 weeks till delivery! No good when you have bathroom fitters on site waiting to fit! Still showing in stock so asked to get missing parts from another unit..guess what?? All the fitting kits and legs are missing from them all! They let people order incomplete baths etc knowing full well they are unusable without the essential items. customer service was unhelpful, can't collect items till tomorrow, and are obviously aware of issue but absolutely useless. We are left will a bill for fitters wasted day, a day off work for company to collect (all day call) and stick finding a suitable replacement. Despicable company. I wish I had read reviews before parting with money..and definitely looked elsewhere!!”
“Ordered walk in bath on 15.8. Told 14 days delivery but usually 7/10 days. Ordered sink, shower etc on 22.8. Told these are in stock always. Plumber fixed for 3/5th September.
Received text 29.8. that delivery was to be on 30.8. Confirmed with plumber. All arrived except bath. Phoned Glasgow store. Manager would get back to me. Next day he was off. Still waiting. Put through to customer care. 28 mins wait. Would be prioritised and get back to me. Didn't get back to me. Phoned customer care following day. 23 mins wait on phone. No news. Still waiting today, 5.9.”
“Service in the store on the North circular was okay but customer services and delivery were awful. 3 deliveries have been made and we are still waiting for 1 item. We've complained as having to use our holiday up for delivery and also paid a plumber as items weren't delivered for the 3rd time but not compensation offered. It also takes at least 20 minutes to get through to customer service!! Wouldn't use them again!”
“Delivery dates not being met by Better Bathrooms on a five day delivery, on calling Customer Service Dept. I was assured that a next day delivery would be completed on Friday 31 August, 1st September
still no delivery as the item was in fact in the distribution centre at Cumbernauld and I could collect it there if I wanted or I would get the item delivered Monday 3rd September. No more dealings with Better Bathrooms I will use local dealers in future and pay the extra cost”
“The company website boasts "Award-winning service". This is certainly not our experience.
We ordered tiles for our main bathroom 3 weeks ago, spotted that they'd incorrectly recorded our delivery phone number, and then personally called back into the showroom to correct this.
We moved out of the property for 2 weeks with our children. Our builders were awaiting delivery last week, but no promised text alert arrived.
When we contacted the company yesterday, they attempted to charge us extra for a delivery on Thursday this week, asserting we hadn't answered their text messages.
No proof has been given that any messages were ever sent and as they've confirmed the correct phone number is on their system, the inescapable inference is that no message was sent, possibly because they'd failed to complete the order in some way.
Further conversations with the showroom and customers services left us assured we'd receive the delivery confirmation txt message this evening.
Noting has arrived - we deeply regret placing this order with this company.
We face moving back into our house with our 2 children at the start of term with no functioning bathroom due to this company's carelessness or possibly even dishonesty.”
“Had a problem with the shower tray purchased from them .they sent a independent person to asses the shower tray .He confirmed the shower tray was faulty and that they had stopped supplying b&q with the same tray .4 mounts later I can not use the bathroom because the water runs off the shower tray .Better Bathrooms say we have damaged the shower tray and are not responding to any emails .This is unacceptable and the fact that they are not responding to our emails really says it all Do Not Buy From This Company unless you want to deal with very underhanded unprofessional company .
Have any one else had problems with shower trays .”
“Product quality is completely unacceptable. I purchased two taps, both of which were un-usable within 1 year. While there is a 10 year warranty this is worth nothing as the customer service is dire and I am struggling to get any sort of issue resolution.”
“My first review written over a week ago hasn't appeared! No idea why.
Tiles did not arrive on the arranged day and time, impossible to get through on the phone especially to the Transport section, wasted so much time on the phone and had to pay workmen for nothing. Eventually I was told the tiles were damaged, surely it would have been courteous to phone me. I then had to wait about 3/4 days. Customer service is terrible, a pity as I like some of their products. Will not use them again.”
“Toilet only a few years old and already needs a part to fix the flush for the 2nd time. After a week of emails to try and get the problem identified I gave up and called a plumber. It is the same part he had to replace in November 2017 and only had a 12 month warranty. and what is worse the part will be at least 6 weeks before it is in stock. As it is a fitted unit combining a sink and toilet there is no other part that will do the job I am seriously considering replacing the whole unit just to be rid of better bathrooms.”
“I have purchased a bathroom £4000, not all items delivered, not informed they would not deliver upstairs,! I live in a flat, damaged box, wrong order number on a few items , I paid for the best what am i getting in different product code ! delivery men excellent, customer service very poor, no email contact, have to wait on queuing system to customer service, very frustrating, ask for a manager there isn't any, there is no one to sort queries out, repetitive that is the policy nothing can be done, no refunds its policy, they have you stitched up no matter what you choose to do.”
“Don’t buy from Better Bathrooms, the worse company ever. Spent what is a lot of money to me. Arranged a delivery date, stayed in waiting all day, no delivery. Phone customer services, and find some items are out of stock. Not one phone call or email to let me know. They haven’t got even basic customer service. The hard sell in the showroom, but they don’t tell you all the facts. Then when you speak to customer services, they say “you should have read the small print “. Once they have your money they don’t give a s@#t. Look at the amount of 1 star reviews, it tells you something, unfortunately I didn’t read the reviews before spending my hard earned cash. Go somewhere else, you have been warned”
“What ever you do ,do not buy from these people spent around £1,500 with them delivered bathroom with wrong suite then delivered a glass shelf instead of correct sink after 3 days got correct one ,them by builder found out all the fixtures are missing from toilet and cabinets-it is costing a fortune with builders in and out see there reply today for toilet
Michael Hardy (Better Bathrooms Help Centre)
Jul 12, 16:22 BST
Good Afternoon
The Toilet bolts will need to come from the supplier directly and will be with you within 3 - 4 working days to the work address you have provided me with. I have forwarded a request to the transport team regarding you missing handles as these are showing assigned for on delivery, As soon as I get a response I will come back to you.
Kind Regards,
Michael Hardy
www.betterbathrooms.com
so what I am to tell builders -please do not use these people their after care is terrible”
