“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.”
“Purchased bathroom suite for a new bathroom was checked on top and all the boxes they didn’t show me the bottom of the bath and was going straight into storage turns out the bolts on the bottom were broke so I now have a 3 legged bath better bathroom won’t help me with replacement or repair least it looks nice can always bath in the sink wouldn’t use these again poor customer service and aftercare -5*”
“i ordered several items from you and a guaranteed delivery date your sales person then phoned to say all the items were not in stock so the delivery could not be made on that day , i was given the option to change the model of toilets which was not in stock for a stock item which cost me £100 more and this would then enable me the go back to the original delivery day. The items were not delivered on the arranged day and although all boxes were checked and not damaged one of the boxes did not contain all the bits it should have done you have only offed me £10 for the late delivery and refused to supply the missing item”
“My advice would be to run a mile from Better Bathrooms.
1. Charge £35 for picking up returns, not ideal but can live with it. Can only return to one place (Leeds?) despite there being a store down the road.
2. Two no shows for said return - despite taking two days off work. Called the day before and on the morning to confirm.
3. Have not refunded the VAT on the purchase - and attempts to contact them are futile. So effectively they are trying to take £70 from us for a product that was terrible quality on viewing in physical form (rather than online).
4. Have had to chase at every single stage.
Perhaps this is how they make their money, because I can't imagine there are many satisfied customers.”
“IT issue meant I was assigned a date for delivery that was not possible. I had to cancel the fitting company as the bathroom did not arrive, this was not acceptable and I don't think that 10 pound compensation was acceptable”
