“would be easier to say what went right after buying a full suite and having plumber install they wer parts missing we had bathroom tiled then found out the bath was faulty which u couldnt spot on delivery only when u removed all the protective film to which we had to pay againg to remove tiles then plumberto refit new bath and tiler to replace bath panel was broke had 5 yes 5 replacements has previous 4 was all damaged again and they had cheek charge us delivery the customer service is shocking 50 mins before u speak to a human then u get cut off so please avoid this place because due to there dismall products and service we are out of pocket to an exta £900 to say the least.if only wilkos did bathroom suites i would of gladly used them”
“Ordered bath on Monday 5th, Chose a delivery date of Monday 12th. Builder waited for bath to arrive on 12th and nothing turned up. Called them Tuesday 13th to be told the bath is out of stock but they can offer me another bath but would need to wait for delivery. Told them how inconvenient this was as I will now have to pay builder more for the delay on the job. They told me they do not offer any sort of compensation. Have cancelled order and requested a refund. It's quite laughable really. Happy liquidation bitches! :)”
“the bath was bubbled after fitting and removal of protective coat the bath panel was cracked and they sent out 4 more which as also faulty we had parts missing when coming to fit no shower rail and when you ring up to complain the customer services is shocking to say the least .i would of gladly paid double wot we paid for just to avoid them”
“Waited in all day for the guaranteed delivery and guess what, just like 100's of people before us, nothing has arrived. Thankfully we haven't ordered from this company for a full bathroom and shower room which we are having replaced shortly. Avoid this company and save yourself some grief. Just check out both the customer and employee reviews.”
“Worst customer service I have ever experienced!!!! Do not be fooled by the price. I paid for my bathroom and when it was ready for delivery an item was out of stock, it had been sold to someone else and I had to wait for it to come back in stock. You have to wait over an hour on the phone to speak to someone and twice I was promised a call back when I complained and this never happened. When I was in the showroom there were customers complaining and now I know why.”
“Worst customer service I have ever come across. Invoice shows only total cost with each itemised unit listed by number only with no price so I did not realise till too late how much I had paid for individual items. Clearly the discount on the bath was made up for by expensive accessories. When one item was not fit for purpose being the wrong size I was told that that is what I bought and it was supplied in the wrong size as it is not available in the correct size but no refund offered. Advised that I could use a hacksaw to cut it to size.
I bought item correct size at half the price locally so am left with a useless credit note. After many phone calls and emails I gave up.”
“DO NOT USE!
Worst customer service I have EVER experienced.
Order placed 17th Sep, for delivery 19th Oct (usual delivery time apparently 1-10 days).
Were told we would be given a 2 hour time slot the night before. Didn't receive time slot so phoned on 19th and told still arriving. Needless to say it didn't arrive. Customer service is AWFUL, on hold for ever for them to blame the store. Phone the store and they blame customer service. Were told Cardiff showroom placed the order incorrectly by one person, told van broke down by another. Were told delivery would be 25th by one person, then 24th, then 21st, then finally 22nd.
Drove to Cardiff on 20th to ensure we were definitely receiving it on 22nd, as plumber would be on site. Were told it had been collected by Palletways and definitely be here on 22nd.
Today is 22nd and guess what...…...we have a plumber...……..but no bathroom. It wont be here today despite being told it would be. In fact Palletways have told us that Better Bathrooms didn't place the delivery with them until Saturday and the Cardiff manager on Saturday also lied as it still hasn't been collected today - ie Monday.
Absolute nightmare of a company whose staff act absolutely disgracefully. They should be ashamed.
Update - finally arrived 23rd, and salesman has sold us a combination that doesn't work - we either have to change the shower valve or purchase a separate bath valve - wish we had have never used Better Bathrooms!
£35 delivery charge still showing on our invoice despite the repeated failure to deliver when stated!”
“What went wrong? Where do i start?
Better bathrooms take your money and run. Dreadful customer service so far spent 4.5 hours on the phone.
Wrong delivery dates. Damaged items. Bath delivered with no legs but they new prior to delivery they were out of stock and had no idea when they could send out resulting in a private purchase elsewhere.
Currently waiting on a replacement led mirror which I had to send in a video as proof it wasn't working.
Where is watchdog for this company they should not be allowed to trade in this disgraceful manner. No manager would even take a call.
Please go anywhere but better bathrooms.”
“We bought our bathrooms several months ago and had not used them until this month due to ongoing issues with our builders.
We found the sales staff in the Cardiff store to be very friendly and helpful even when our problems started. Delivery dates were consistently not met. Our tiles never arrived after being given several delivery dates spanning over a couple of months, leading us to cancel the order on the suggestion of the Cardiff store as neither they nor we could resolve the situation. The outlying depots/head office were difficult to deal with when you were lucky enough to actually get through on the phone, sometimes waiting over an hour. They would give assurances of another delivery date which just was never fulfilled.
We have now started to use the fittings that we bought. We purchased three bathroom/shower suites and in all three suites the toilet flush systems consistently break down. It appears that they are cheaply made and clearly not robust enough. We have had to request that our plumber change all three flush systems.
We wish we had never heard of Better Bathrooms. We thought that once the delivery issues had been overcome and the tiles had been bought elsewhere the chapter would be closed. However, it continues now that we are using their substandard fittings and having to pay for changes in order to get a satisfactory standard of workmanship.”
“Absolutely disgraceful after sales service. Their customer service can only be described as a bitter and sick joke, 48 minutes waiting on the phone each time, several phone calls and at the end they couldn't be bothered to complete the delivery. They were supposed to deliver everything within a month but the ferry of the Bath were missing and so was the tap. What can you do with a bath without feet to stand on and no water?!! The whole ethos of the company is appalling and if it wasn't for the nice stores and friendly staff there, I can bet you the company would have gone under by now.”
“Firstly - they never sent my order on day requested.
secondly -items out of stock for months
thirdly -wrong items sent when they did send it and items sent that I never ordered.
fourth - getting through on phone is a night mare - and it is a case you want your money back or else wait for it status, very rude and hostile.
fifth -when order did arrive third time, the driver wanted to collect items he delivered and not take the items I got by mistake even after 6 calls to them prior to delivery.
Six - They pass phone between them pretending to be the manager when one is having issues.
ANY COMPANY THAT TELLS YOU TO WRITE YOUR COMPLAINT TO THEM - MEANS THEY ARE NOT INTERESTED IN YOU, AS WE ALL USE EMAILS NOW OR PHONES.
Terrible service use if you dare to”
“I found all the items I wanted for my bathroom at a good price on this site, but before ordering I requested some 'free' tile samples. You can only have 3 free ones and are charged £5.95 postage, but I thought it was worth it. I had an email saying that my order was being processed and that I would be informed when it left the warehouse. 8 days later I had heard nothing so called the company to find out what was happening. After a wait and total call time of 20 mins, I was told that one of the tiles was out of stock, that they couldn't tell me when it would be back in. I asked why I wasn't told it was out of stock and had the answer that the warehouse should have told me but obviously hadn't. No decent apology was given, no real help was offered. I asked if I went on to order a bathroom how could they ensure this wouldn't again, and was told that 'it wouldn't', even though I pointed out that it had already happened. I gave up and asked for a refund which hopefully will happen. It seems a small reason to complain, but the fact that I know have to start from scratch ordering a bathroom from a more reliable is frustrating, and I have wasted nearly a fortnight. And the customer service person really didn't seem at all concerned, merely defensive.
I wish I had read reviews before using this company - so many are awful, with customer service constantly being criticised.”
“Absolutely disgusting Customer service on the phone and in the showroom. We purchased some tiles that we didn't see as we were told by one of the managers in York that they did not have a sample for us to view in store. We were shown a picture of them on the website, this is the same as buying them online. We rang to cancel the tiles and were informed that as we paid for the item in store at York that we were only entitled to store credit. Distance selling laws state that we are entitled to a full refund. When speaking to Customer services they agreed us, but when they contacted one of the managers at York to confirm this he has turned around and said that he did show us a sample. How can you legitimately run a business like this?! The mainstay of any business is "the customer is always right". We are now stuck with over £624 of store credit that we can't use, because they believe a member of their staff over a customer. Absolutely disgusting!!
I wish we had never gone into this place, let alone ordered 2 bathrooms from them. Once they have your money that is it you will not matter to them anymore. I don't trust them at all. DO NOT USE BETTER BATHROOMS!!!!!!!!!!!”
“REALLY, REALLY AWFUL!
Paid extra for delivery date, despite getting text preparing me for 'next day delivery' goods arrived four days later.
Impossible to get through to ask what's happening.
Dreadful refunds system.
Stay well clear.”
“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.”
