“They gave me a delivery date, did not even confirm a time (not good enough nowadays)and when I rang to try to find out a morning or afternoon slot, I waited 52 minutes to speak with someone and they advised they would contact delivery company to advise, this never happened. When the delivery did arrive it was the wrong item, I then waited 1 hr 20 minutes to inform Better Bathrooms, to which they thanked me for informing them and advised someone would contact me. I have had contact via email but as yet still no shower screen, I tried to ring them on Monday afternoon and waited on telephone for 1 hr 38 mins until my battery died on my cordless phone, hence cutting me off. I have still not been contacted to be instructed about my screen being delivered it's now Wed, 5 days after the next day delivery I paid for to receive the screen Friday last week. I have sent numerous emails as have given up trying to ring them for updates and no reply other than their sales team are looking into things and will be in touch. I have now sent an email to advise I'd like my money back and waiting on a reply, let's see what they come back with now. Lots of waiting and waiting and no answers or replies, that Better Bathrooms, avoid at all cost because if there is an issue it's impossible to get the matter dealt with.”
“Awful, awful service, culminating in them basically accusing us of lying when they delivered the wrong item and saying they would need to look at cctv and mic recordings to prove their salesman added the wrong item to our order. What even is that? Wouldn't use again.”
“Pathetic company .. Have never seen such poor customer service .. Ordered a toilet for our new ensuite was told it will be delivered in two days from one of their show room .. it was the last .. 4 days later still trying hopelessly to contact customer service .. the showroom says they can't help as it was bought online even if you want to cancel their advise it to try your luck with customer service .. online chat keeps you waiting for hours at last someone took my order number to check the status only to disappear. Customer service number just keeps you waiting for hours without any one attending the call.”
“There is ZERO flexibility with 'customer services' at BetterBathrooms. Once they have your money, they really (really) don't care what happens next. The general quality of their goods isn't too bad - so if it all works out, it's great - but as soon as something isn't quite right then you're in trouble.
We took advantage of their 'return within 365 days' for a shower - it took them 5 goes to get the shower collected, and even then you get an in-store credit note, not a refund.
We had a bath that was damaged during delivery. Fair enough, we didn't realise until outside their 7-day 'window' but they didn't offer a single inch of 'we value our customers' flexibility. They "aren't a company that ever offers compensation" as I was told on the phone. Eventually, they agreed to waive the £8 collection charge for the shower - so 0.14% of our total order :-)
It's a lot like dealing with a trader from the 1990s. If you're used to customer services in the 21st century, you probably want to avoid BetterBathrooms.”
“The showroom staff were helpful, but the after sales service is absolutely appalling! I had received a severely damaged item - it was 'disguised' in a new box, but when I removed the cabinet from the box, the unit looked as though it had been run over by a truck! It took me forever to make contact with the customer services team to get it exchanged. The new unit was delivered in good time, but the driver refused to take back the damaged unit as he didn't have the paperwork allowing him to do this! He said I had to phone customer services to sort it out. I tried, but there were 34 people in the queue ahead of me, last time I phoned it was 22.
I tried the on-line chat, but this was just as bad. The person who was dealing with me kept disappearing - it took me about 35 minutes to arrange collection of some items which I'd been incorrectly advised by the showroom would be suitable for a saniflo, which they weren't.
I now have another product to return. I've been waiting in the on-line chat queue for over an hour as there were 19 people ahead of me, during which time I've cooked and eaten dinner and washed up - ridiculous!
I phoned the showroom to complain about the poor service and they said all they could do to help was to phone the customer service desk for me and wait in the queue, then transfer the call to me - madness!
I would be very reluctant to buy from this company again, which is a shame as the products are nice.”
“rubbish total junk and a bad service.
paid for next day.....never came after waiting in all day no phone call to say it was not coming......rearranged a new date after me having to call them....came on a date before this when no one was in managed to phone a friend to go receive item......was told a refund was being made for the extra I paid for next day....still not had my money back.....
the shower cubicle is a piece of junk you have to drill your own holes to fix panels together (not a big problem for me and some people to get alignment right)but why?????
had problems sealing the panels eventually it was leaking from the manufactured joints on the glass (super cheap piece of junk)
leaked from the waste joint the seal on this was damaged when I removed to inspect and had to seal with ptfe sheet I cut myself (couldn't find any pre made ones in diy shop)
and god forbid the trouble I had in getting pipework to fit the hose that came with the waste pipe was about 2 mm in dia smaller than standard.
be very surprised if this lasts more than 12 months”
“Said they had delivered my order. They did not.
Appalling long wait time on the phone for customer services 1.5-2.5 hours.
Good service in the showroom, absolute nightmare once they have your money!”
“We order bathroom units on line. To collect cardiff. Rang the store a few weeks later. They said we can not see the order and contact head office. Tried head office 5 times waited 30 minutes each time for customer service. No reply. They have taken our money and our denying any knowledge. Visited the store. Manager got annoyed at my wife said it's a head offic matter and disappeared round the back of the store. I think they must be in financial difficulties as this behaviour is not right. Will have the contact credit card company and ask for refund. Very stressful. Avoid better bathroom, may be cheap but no guarantee you will get your goods”
“Awful Never use this company. Ordered a bath and a sink. Goods never arrived. It's impossible to get through to the customer service by phone. Tried emails but received no reply. Tried live chat but gave up with that too. Going to go to my credit card company next to get a refund”
“I purchased over £600 of BetterBathroom fittings three years ago, part of the order was four cone basin mono taps with a ten year guarantee. Two of the taps are showing signs of corrosion on the chrome handle, I have raised a complaint 10459725 and have been told it is a movable part and not covered. The website T&Cs/warranty does not mention movable parts but does state that it covers the main body coatings such as chrome. I am confused and annoyed, Colin Stevens needs to raise his game if he wants be called a true entrepreneur. Stephen Hawkins”
“Absolutely shocking service.Despite paying the premium £50 next day delivery the goods did not arrive and then having to wait an hour and a half on hold to be told I should have the goods within 5 days as they don't have stock.No emails all calls to advise of these goods were not actually in stock as indicated.Informed that refund could take up to 4 weeks.
Shocking,quick to take your cash but not so keen to give it back.”
“Waiting over 2 weeks for the delivery of our bathroom. 2 Guaranteed delivery dates have been missed. Getting in contact with anyone is almost impossible. So far between my partner and i we have spent over 7 hours on hold. No communications at all from this company.”
“"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.”
