“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”
“By far the worst company on the planet. Placed an order for a full bathroom which cost just under £1000. 1 week after delivery upon fitting we find a part missing. When I contacted customer services they told me I would need to re-buy the part at £70 as I never reported it within 48 hours. She told me the delivery drivers ask us to count the total number of boxes however the drivers was out the door before I could even say thank you. Shocking and will never use them or recommend them to anyone.”
“NEVER BUY FROM THIS COMPANY EVER!!!!
Ordered a solid brass shower rail kit. and paid for next day delivery . It arrived a day late and was NOT AS DESCRIBED. it was all plastic and weighed 1.2kg instead of the stated 3.3Kg.
4 phonecalls all promised a call back from someone in technical. None arrived. sent photos as requested, used their "help" pages online to register my issue. still no-one has got back in touch to agree to collect and return the MIS-SOLD item. I refuse to pay a courier to take back an item that is clearly NOT what I ordered!
I have worked in customer experience for over 20 years and THIS IS NOT ONLY THE WORST SERVICE I CAN RECALL EVER, IT IS ALSO ILLEGAL TRADING.
Does anyone at Better bathrooms actually care?”
“The overall ordering was very good but the delivery was atrocious, and that is putting it mildly. Our shower cubicle was delivered by Web Palletways who Better Bathrooms always use for them to just dump it on our drive in front of our garage door and leave it there even though i was at home of the time of ddelivery!!!
No one had bothered to knock/ ring door bell to let me know they had arrived, they literally unloaded the cubicle and left and i didn't even know it had been delivered until i went to leave my house later in the day and saw it sitting there, if i had not gone out that cubicle would have been sitting on the drive all night. My husband is away all week, i am partially disabled yet i was meant to move this huge heavy item on my own - how. I ended up having to ask my elderly neighbours if they could help and between the 3 of us we managed to get it off the pallet and into the garage, i can't even check the item until mu husband gets home at the weekend so i am hoping that it is all good, i dread to think what will happen if it has to be returned. On top of all that we are left with getting rid of that pallet and all packaging which should have been taken away by the couriers and because of the disgusting way this delivery company has treated us will will not be using Better Bathrooms again!!!”
“DO NOT USE - Refund policy is not consumer friendly, be aware if you order in the showroom, they have an exchange policy only, now we have a completed bathroom with £160 credit with betterbathrooms, we returned a sink unit which we decided was too big for where we needed it to go, we ordered another unit with a different supplier, not realising we only get a credit note with Better Bathrooms - Why would I want to order something else? THERE ARE PLENTY OF OTHER BATHROOM SUPPLIERS OUT THERE.”
