“Dear Better Bathrooms. So now it's more than a full month since you failed to delivery my goods twice, arranged a subsequent delivery date for March 2022 (yes - in 4 years time) and I ultimately cancelled the order and asked for a refund. Please let me know if there anything more I can do to help you be any less incompetent?
I can't comment on the quality of the goods as we never got that far.
Assuring you of my best attention at all times”
“Disgusting customer service we ordered a bathroom toilet sink towel rail and shower base on the Friday to be delivered the following Wednesday had to pay £50 for it to be delivered on that day received a text the day before to say it was being delivered didn’t receive it by the 6pm time they quoted called them to ask why to be told they hadn’t had the order drop down into their box??? Whatever that means to then be told oh no it’s out of stock but we can deliver it Friday??? Doesn’t make sense. There was no mention of delivery refund compensation never mind the plumber I had to pay for for 3 days while waiting for the goods to be delivered in fact I had to call on several casinos for them to eventually agree to refund £19.99 towards the delivery charge. Totally and utterly unacceptable. THIS COMPANY HAVE NO CUSTOMER COURTESY AND ARE NOT INTERESTED IN ANYTHING OTHER THAN TAKING MONEY FROM YOU!!!”
“So I bought a Sorento wall hung wc which clearly stated on their website as having a soft closing seat.
However it's a major lie as it comes with a normal seat.
They have mugged me off and I intend to let everyone know what a bunch of misleading lying people they are.
Trouble is I've tiled all around the wc so it's not as easy as removing it for a different wall hung unit and they won't send me a similar shaped soft close seat to replace this one.
Apparently it's a printing mistake so please beware of being fobbed off.
Give better bathrooms a wide swerve”
“Really wish we had read the reviews before purchasing from pathetic excuse of a company! BB is in serious need of customer service training as they absolutely do not provide a good standard. We purchased a shower and installed it only about 3 weeks ago, however the thermostat is not working properly. My husband has renovated our house from top to bottom by himself and is pretty switched on when it comes to DIY, he knows the fault lies with the thermostat. We reported this on 27th Feb. Customer Service (CS) takes 2-3 days to respond to emails. We explained in detail what was wrong but still had to reply to a lot of template questions. Angry isn't the word when on 5th march we received an email reply with only all our replies from previous email copied and not even a comment from them. We then demanded for them to phone us to resolve the issue on phone guess what, no phonecall. We then phoned today (8th mar) only to be rudely told, they will not send us a replacement. We will have to buy a new thermostat and send the old one in. They will then test it and if deemed faulty, we would get a full refund. Bulls...!!! I have never experienced such bad service and I work in CS myself, this is absolutely the worst and I cannot recommend this company. I do not trust that I will be reimburst after reading more negative reviews on here or if we do it will probably take weeks on end. Like it has been said on here, they will try everything in their power to NOT help you. I understand sending faulty item back but at least send me a replacement!! I should not have to pay upfront for this. We will be reporting you to Trading Standards and I will definitely never buy from you again. Very very upset and dissappointed by this non existing service. If I could give 0 Stars I would!! The product is under warranty so you should be doing everything in your power to rectify this problem. Wouldn't surprise me if they don't actually read their feedback!! Also need to add that they couldn't even find our order when we first contacted which already sent alarm bells ringing.”
“Do not get anything from this company. Bathroom fixtures have warped, fallen apart or disintegrated. No communication from them. Washed their hands of me - which is more than I can do with their useless components.”
““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.”
“Misled from ordering (Saturday) for next day delivery to customer services long wait on phone always 11th in line then get a very abrupt member of staff. item not delivered next day poor service from a company of this size.will not use you again plenty to choose from online.”
“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.”
“Rang order through but it was being sent from Manchester by mistake by this company ,not helpful as I wanted it in Withan in Essex. I only found this out when I asked where my order was after waiting in all afternoon for delivery, no compensation was offered for inconvenience at all. Shall not be using them again which is a shame as the prices are good”
“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.”
