“"Ordered a shower cubicle four days ago and paid for it to be delivered today. But today my order still says 'processing' on my account. No one has contacted me to tell where my delivery is up to or that it won't be delivered today, even though the order email says someone will contact me when my order is dispatched and that I'd receive a text the day before my delivery to confirm. Have tried speaking to agents on their website but their online chat system has been down all day and I've currently been on hold to their customer services team for 55 mins. Really disappointing”
“Customer service absolutely disgusting. Holding on to speak to an operator. Been one and. Half hours so far. Tried live chat. Just ignore you. Disgusting, disgusting, disgusting.”
“bought a bathroom suite last year ..lthe other month the toilet cistern broke ..they replaced it no problem ..last week it went again ! rang them up ..policy has now changed :-( i have to arrange to have it removed . send it back at my cost ! purchase another at my cost ! pay delivery at my cost ! then if they see it as faulty they will refund the item price not postage !!!!! good job it wasnt like that when i purchased the bathroom ...i received a damaged toilet and 4 damaged bath panels ...would have cost me more to return than bathroom cost !!!! MAYBE YOU MIGHT HAVE A QUALITY ISSUE BETTER BATHROOMS !”
“"Their after sales customer service, is at best, deplorable!
To be fair, the sales process was very simple on line. They also automatically kept me updatated as to when my new shower screen was being delivered.
On the day of the delivery, I was called out to work at very short notice. I live on the first floor in a duplex apartment. I left a note attached to my door, asking the delivery driver just to leave it outside my door.
That afternoon, the delivery guys foned me giving their E.T.A.......excellent service up until this point.
I explained to the guys that I was out, and verbally requested them to leave it at my door.
When I arrived home however, the package had been left at my common entrance. The boys had clearly taken the easy option, rather than carry it up one solitary flight of stairs. I telephoned the delivery guys, leaving them a voicemail asking them to return, the never replied.
I've emailed the company customer service department twice. The haven't responded to either message.
I telephoned the Glasgow branch, where I explained my situation. He seemed none too bothered, and was making an excuse for the drivers having delivered the item where they did. There is no excuse, it's just laziness on their part. The shower screen was extremely heavy, and I alone was unable to carry it up the stairs. It is a two man job!
I paid £23 for delivery too.
My tradesman isn't due for another 2 days. So in the meantime, my expensive shower screen has to lie in a common area, blocking everyone else's access.
Absolutely shocking that no one has bothered responding to my request for them to do so.
I will certainly be taking my business elsewhere in future.”
“Poor customer service. Tried to contact by phone on the first occasion I was waiting over 30 minutes and gave up. Tried to use their live chat waited ages then got cut from the chat.
Finally got through by phone after 50 minutes of waiting. The customer service representative was very rude and dismissive. I sent a complaint via email about the call and asked for my concern regarding a faulty product to be addressed and weeks later I'm still waiting for someone to reply to my concern.”
“Shower tray sent cracked after a few weeks, causing a flood downstairs. When contacted, straight away they were very rude. Letters from them have said a variety of things including - that's not the tray we sent you, they're not the supports we sent, it's not fitted correctly. All of which is rubbish. They had cost use just to fix and correct everything another £600 on top of the crap shower tray we bought in the first place. This is the worst company I have ever come across and hope nobody else has the misfortune to have to deal with the,. Very rude staff, unhelpful and basically they just lie.”
“Pop-up sink waste corroded and completely collapsed within 2 years, contacted customer services who were totally unhelpful and informed me that we would have to purchase a new one. Their products are cheap junk. Totally unfit for purpose”
“I was supplied a faulty waste for my shower which ended up leaking and caused my kitchen ceiling to bow which I have now had to pay extra for to fix. I complained and asked for my money back I have been told that I had to take pictures of the waste and email in for the technical team to check and decide if they are going to give me a refund. I think the technical team must be wizards as I don't know how they are going to tell if it leaks water through a picture. It's been nearly 2 weeks still not heard anything from the teqnical team. I think I will stick to b&Q from now on. Thank you better bathrooms and will not be recommending any friends and family.”
“Received a damaged freestanding bath only to have it replaced by another damaged bath. Packaging is extremely poor. Customer service couldn't care less. Real hassle trying to get refund. Avoid this company!!”
“Absolutely disgusted with the service.
Items faulty and damaged, unable to get replacements. Store are happy to take your money and customer aftercare is non existent. Think again before buying from these”
“Really bad customer service - initially they messed up with my delivery date e.g. i paid extra to be delivered on a specific day but after few phone calls they sorted my delivery. then i wanted to return few items but they told me it would be £40 collection charges regardless of if I am returning full order or one item out of it, which seems quite excessive. on top of it whenever i called t speak to the customer service team it took me at least 40 minutes to get to their customer services team and after getting to them they were not very friendly at all - perhaps reading something directly from the script ... however i tried it on every occasion & i was able to get to their sales team within 1 minute or so .. Overall really bad customer services ....”
“Terrible customer service... took ages for delivery....took all wk to get threw.. then 32 in que took 45 mins on phone.. waitin for missin items.. wudnt reccomend to no one...”
“Received a defective toilet, would not send replacement only parts, ended up having to buy another from b&q. Betterbathrooms customer service was useless, told I was 55th in the que. says it all..... try ringing customer service you will be on hold for an hour or more, then they will do everything to avoid putting it right”
“Sold me an inappropriate shower tray. No one answers the phone. Sent the truck for the return to the wrong address. Now I'm struggling to get my refund. Shameful”
“I ordered a jetted bath and they sent me a bath that is literally a mirror image of the one on their website, meaning the jets are all in the reverse position. This bath can't now reasonably be installed in my bathroom.
The company takes the position that the images are 'illustrative' on their website, though a back-to-front bath is quite a deviation! They also ignore the FAQ section for the product where it states that the bath is sold exactly as pictured.
As a result, I had to return the bath, they gave a me a store credit, though could not guarantee that if I re-ordered the bath that it would come with the jets in the correct location. This means my store credit is useless.
I have complained several times and had no result. I made a formal legal demand today for a refund, we will see where that gets me...”
“Faulty Goods and awful customer experience
I was quite happy with the service I had received from this company but it's being tested now.
We had a shower tray fitted which cracked as soon as it was stood on. Obviously a faulty product, but a fault that could not be seen. No matter, better bathrooms give a guarantee, it'll be really straightforward...
Customer service have advised that they will need to contact their suppliers. As I didn't buy from the supplier, my contract is with better bathrooms, the responsibility lies with them to replace and deal with the suppliers themselves.
I have advised them of this with photos requested; I'll let you know what happens.....
I've spoken with the customer service team and Rachel Gee, the customer service manager. I spoke to the manager because the adviser didn't listen and talked over me, even after I'd pointed out to her that she was doing it.
The manager simply followed the handbook; no one listens. We didn't buy from the supplier but have to wait 24-48 hours for them to respond. And they are not open weekends. So we will be without a bathroom for the next 5 days at least.
These are all facts; decide yourself if you want to use them.
I'll update again.
Things don't get better with better bathrooms. At no point has this company contacted us to give an update. We are past the 48 hours and no response from the suppliers.
They told us that they were testing a new shower tray before replacing the faulty one but can't get an update from their own suppliers!
I wouldn't recommend this company to anyone. The customer service is fine till something goes wrong, which is the real test that better bathrooms fail badly.
There's a reason that you are advised when calling them that you will find you are "in excess of 30th in the queue ".
Try elsewhere.”
“I was quite happy with the service I had received from this company but it's being tested now.
We had a shower tray fitted which cracked as soon as it was stood on. Obviously a faulty product, but a fault that could not be seen. No matter, better bathrooms give a guarantee, it'll be really straightforward...
Customer service have advised that they will need to contact their suppliers. As I didn't buy from the supplier, my contract is with better bathrooms, the responsibility lies with them to replace and deal with the suppliers themselves.
I have advised them of this with photos requested; I'll let you know what happens.....
I've spoken with the customer service team and Rachel Gee, the customer service manager. I spoke to the manager because the adviser didn't listen and talked over me, even after I'd pointed out to her that she was doing it.
The manager simply followed the handbook; no one listens. We didn't buy from the supplier but have to wait 24-48 hours for them to respond. And they are not open weekends. So we will be without a bathroom for the next 5 days at least.
These are all facts; decide yourself if you want to use them.
I'll update again.”
