““Beware”Never phone them rip off phone charges 30 mins I waited was charged £18.60 for the 0844 which is a number they make a profit out of ,then when I did get through they would only sell me a kit that contained 1 item I wanted which was a chrome plug that I wanted to pay for even though it was still under guarantee,no customer service at all,I will never buy from them again.as far as I’m concerned Its no stars from me a zero”
“Very poor, delivery was 2 weeks late, once delivered every item in the suit was of poor quality and not fit for purpose, the toilet and taps leaked from the pre fabricated corners, the returns process is painful. I would strongly advise going to some one else. read the reviews on MSE and it is enough to put you off for life, help desk takes over 30 mins to speak to any one and the email help is 5 days to respond, they will use every delaying tactic in the book and leave you with nothing but a bad taste and an empty pocket. Avoid at all costs.”
“Damaged, poor quality build and production on combined basin/toilet vanity unit, so sent back, received further items which once again were damaged, poor build and produced. They were not interested in listening to my request for compensation for several days off work, emails, calls, packing and unpacking and wasted time of over six weeks without bathroom. Thoroughly disappointed, can accept a mistake, but making the same mistake again and then not trying to provide gesture of good will for their errors is unreasonable and so I will never give them my business again.”
“I placed a 1500 order in ur Romford showroom in 12/17. The salesman produced an invoice with , we were told, all necessary f and f. I paid after querying a delivery charge on a 1500order. Within the same day I had an e mail with the order confirm but which had a different named shower tray. I called and was told it was the same as ordered but a newer version . I should have been wary. On delivery it was apparent that th shower tray drain was in the wrong place so we had to return it. Guess what a pick up charge. Given the urgency to fit this I had to buy one elsewhere. I expected a refund but like other people had an interminable wait. I was eventually repaid less a pick up charge for an item that multiple choice wastes were not pointed out in the first place. There were other problems ( product codes not matching the order, parts missing , long telephone waits...). For me it was just an appalling experience after being pleased with the initial visit it all went down hill. In retrospect don’t go unless you know exactly how a shower tray is fitted, what tap fittings you need , how many brackets etc etc . There is no way I would recommend this firm to anyone.”
“Shocking customer service. Had 2 faulty shower trays delivered and still fighting to get a refund as they are saying they didn’t receive the trays back. Found out they have cctv on the vans so have asked them to look at that. 6 emails ignored, they keep telling me they’ll call me back and no one ever does and each time you call them it’s an hours wait before you even get to speak to anyone. Meantime I have STILL not received a refund. Angry doesn’t come close. Wouldn’t recommend to anyone.
If BB read this and feel like getting in touch to discuss I would welcome their call.”
“Better Bathrooms failed to deliver a bathroom order at end of January as promised and when I asked about order in early February, was told they were awaiting one item. They eventually agreed to deliver the remainder of the order but supplied an incorrect shower and a bath tap instead of a soap dish. No Quality Control system. After about 90 minutes of telephone calls and nine e-mails, I eventually got through to what appeared to be 'Customer Services' where Melanie arranged delivery of correct products and outstanding items. I had the joy of staying in for five days to facilitate collection and delivery of said items. The store manager in Romford did not return calls, likewise their facetiously named 'Help Centre', which rarely responded to e-mails either. The only efficient part of this company is the sales, after that customers are ignored. To try and reach the so-called Help Centre or Customer Services, you need time, patience and determination - negotiating their obstructive and labyrinth automated telephone system is a test for anyone's blood pressure. As for calling their Technical Advice, forget it - I tried on a few occasions and was number 12 in a queue that decreased by one every five/six minutes (needless to say, I gave up). I nominate Better Bathrooms for an award for the worst Customer Services in the UK, which they should win easily.”
“Take care dealing with this slippery company. I ordered a vanity unit from ebay, supplied by Better Bathrooms. When I first looked, the price was £454.99. By the time I ordered, having registered as 'watching', and been on and off the site a few times, the price had gone up to £499.99. I was a bit annoyed that I hadn't ordered it at the lower price, but went ahead and bought it.
I returned to the site a couple of days later, and surprise, surprise, the price was back down to £454.99. I sent an email asking for an explanation, and a £45 refund. I was told the price fluctuates. That's all. No refund, no apology. What an extraordinary coincidence that it fluctuate in the few hours around my order!!
The delivery was on time, but it came with one man. How did he intend getting it into the house??? Fortunately the two builders happened to be there. They carried it upstairs to the new bathroom. He flatly refused to go any further than the living room.
Better Bathrooms are not to blame for the product itself, as they just sell it - they don't make it. I ordered this one because it was deeper than the old one, and I hoped it would have larger cupboard and drawer space. No way. There is a false back along the centre of the unit. So out of the depth of approximately 40cm, the cupboards and drawers have a depth of approximately 20cm. There is nothing in the measurement diagrams on line to show this. Very very annoying.”
“Please, please, please, please stay away from this company.
Below is an account of my bad experience.
I tried to buy some toilets yesterday (12/02/2018) but I had problems with the website and I could not conclude my transaction.
Here is the link to the item.
https://www.betterbathrooms.com/toilets/close-coupled-toilets/cova-toilet-and-seat/
Below is the description of the item.
Cova Toilet and Seat
Product Code: 6813
It cost £55 at the time of the purchase and the price has risen to £69.00
I tried calling the company today (13/02/2018) to discuss my problems with them.
The menu system on the telephone system asked me for an Order Number and since I did not complete my order, I did not have one.
After 5 attempts of calling the Customer Services on 0333 777 4777 and after trying various menu options, I was still unsuccessful to talk to Customer Services.
Calling the Customer Services on 0333 777 4777 without an Order Number is a waste of time and you will not be connected to nobody.
Eventually, I entered an arbitrary Order Number and I was able to speak to a lady by the name of Mel.
I explained to her my problem and she was not interested and she told me categorically that I don't have a complaint.
I asked her to transfer me to a manager and she refused CATEGORICALLY and she said that she is a senior member of staff.
I asked her 4 times again whether she is a manager before she eventually answered that she is not a manager and after a long drawn unnecessary conversation, she then agreed to arrange a call back for me from a manager.
Till now, there is no call back from no manager.
We found the conduct and behaviour of Mel and this organisation to be unprofessional, comical, unacceptable, laughable, repulsive and disgusting and it demonstrates total disrespect for the customers.
This company have bad customer services and do not have a complaint procedure in place and hence it did not take complaint seriously and di not deal with complaint properly.
If I was to sum up my experience in one word, it has been RUBBISH.
If you are lucky enough to complete your transaction without having to speak to the Customer Services, then you are lucky otherwise you will encounter great difficulties if you need to speak to them.
I have previously bought from this company in the past and WITHOUT having to speak to the Customer Services.
If you are unfortunate enough and you need to speak to the Customer Services, then I would strongly advise you to lease, please, please, please stay away from this company.”
“It is ridiculous that you cannot get to speak to a member of staff to resolve any problems, you are merely put in a queue and nobody answers, I have been trying continuouslt today for over 6 hours with no luck at all. An appalling company to deal with.”
“Order placed on 8 Jan for guaranteed delivery 5 Feb. When I called a few days before they had no record of this and couldn't meet my date. I was promised a call from a manager "as soon as one is available" which turned out to be one minute before their phones were switched off. CEO just ignores emails. Eventually I cancelled a £3000 order and went to Victoria Plumb who can meet the date with 48 hours notice and were 10% cheaper as well. I will never deal with BB again.”
“BOUGHT TWO BATHROOM SUITES SPENT OVER 3K. WHEN FITTERS COME TO INSTALL THE ITEMS THE VANITY WAS DAMAGED, MIRROR WAS CHIPPED ON THE CORNER SLIGHTLY AS I DID NOT COMPLAIN ABOUT THE MIRROR. THE SINK STOPPER WAS FAULTY THEN HAD THE SHOWER INSTALLED THE SHOWER WAS FAULTY FIRST THEY OFFERED 50% OF REPLACEMENT ITEMS WHICH WERE FAULTY OR DAMAGED AS I PAID FOR BRAND NEW ITEM NOT SECONDS ONLY BOUGHT THE BATHROOM END OF DECEMBER AND HAD IT FITTED ON JANUARY... STILL NO LUCK THE WORST QUALITY AND HEADACHE AND COST ME MORE AS HAD TO GET FITTERS IN AGAIN NIGHTMARE.”
“If I could rate below 1 I would. Bought products with a guaranteed delivery date and was told it will be 3 days after that, what is the point in having a guaranteed date??? Worst customer service I have ever dealt with, no follow up, no helpful staff and no one cares about making an unhappy customer happy. I will never deal with this company again.”
“My shower stopped working a week ago I have called and emailed the so called tech team and I’m still waiting to see what they are going to do about it. My plumber has told me the thermostat cartridge may be broken but I have only had the shower since November. Had problems when we had to wait weeks for a missing item now this. Terrible service and even wise customer care, they take your money and that’s your lot. Steer clear.”
“Customer service was abysmal.Just wanted 20 mosaic tiles tile my kitchen.5 months later still only sat with 10 usable ones on wall a half tiled kitchen.After coming wrong or broken 3 or 4 times and having to hold for 45 mins in a queue to chase them up all the time all I got was if send us proof of broken tiles weel give you £3.75 back for them no apology or offer to pay for the full priced tiles ive got to go out to buy to finish the job never mind all the waiting and hassle.stay clear.”
“I ordered a product which arrived as damaged. Long story short I was informed that I will receive a call from a advisor from customer service department within next 3 days to arrange a delivery date. A week goes by no news from better bathroom so I called customer service and was informed their was stock issues so that's why they couldn't set a delivery date. So they then said we will refund you £20 pounds for the damaged goods. To get the £20 it took me over 3 weeks to get hold of that. After many phone calls to their USELESS customer service department. One incident I must mention is that I called to inquire about the £20 refund and I called through to the customer service department and I was told that I will need to be "transferred to the main customer service department" how rude was that !!!! I was waiting for 15 minutes and had to wait a further 10 minutes. I just gave up with this company. No one would even log a complaint for me!. The worst company, I'll NEVER buy from this company again by far the worst service provided. I felt I was being discriminated because of my name, due to it being from Asian background.”
“I ordered a product which arrived as damaged. Long story short I was informed that I will receive a call from a advisor from customer service department within next 3 days to arrange a delivery date. A week goes by no news from better bathroom so I called customer service and was informed their was stock issues so that's why they couldn't set a delivery date. So they then said we will refund you £20 pounds for the damaged goods. To get the £20 it took me over 3 weeks to get hold of that. After many phone calls to their USELESS customer service department. One incident I must mention is that I called to inquire about the £20 refund and I called through to the customer service department and I was told that I will need to be "transferred to the main customer service department" how rude was that !!!! I was waiting for 15 minutes and had to wait a further 10 minutes. I just gave up with this company. No one would even log a complaint for me!. The worst company, I'll NEVER by from this company again by far the worst service provided. I felt I was being discriminated because of my name, due to it being from Asian background.”
“They delivered within the time they said, then there was a missing item. As I did not notice this at the time, and did not notify them of this within the 7 -14 day period they deem a reasonable amount of time to do this in, I have had to buy a new item. Customer service were terrible - unsympathetic, non-apologetic, and insincere. Will NOT be using their services again.”
“Paid for a shower enclosure and extra for next day delivery from this company. Took a day off work for delivery that i was promised for Tuesday. At 3pm on Tuesday I called them to see where my order is and was told that the delivery cannot be made until Thursday. They have only offered to refund the £10 additional charge for next day. Not happy about this as I took a day off work for the original date and have had to take yet another day off unpaid. The shower enclosure has also wrong items in the packaging and I was unable to complete the installation. I contacted them and explained what was incorrect with the frame but was sent the wrong item again. I have made a complaint and am still waiting for this other item which I was promised next day yesterday. I called to check delivery and am now told that I will not get this until Monday as their courier doesn't work Saturdays. Do not buy from this company as their attitude to customer service is very poor.”
