Bathstore Reviews 20,369

Purchased the Savoy suits 4 year's ago, started to fall apart after the first year, bath panel split, vanity unit split and not waterproof, wall unit same....dreadful quality - avoid.
Now having to look to replace, we are not rich or wealthy people, buying this bathroom as a luxury for us - so disappointed.

Worst company to deal with.
Bought a counter top basin. When it arrived it was in piece.Contacted customer service and was informed my new basin would be with me in 3 days.
3 days later, no basin.. After many calls to customer service and speaking with a manager I was then told it would be a further 10 days for my replacement. I asked for it sooner but no can do.
I bought a similar basin from Victoria Plumbing and paid a little premium for next day delivery which it arrived well packed and in one piece. Better than this shambolic outfit.

After having a plumber fit my bathroom suite, we found the freestanding bath tap to be faulty. When connected up and opened, the tap leaked at the mixer. The cassette inside the tap itself is obviously faulty.

When raised with Bathstore they told me i had to notify them of any damage to the goods within 7 days of receiving them. I had to tell them there is a difference between damaged goods and faulty goods.

They seemed unable to comprehend and understand fact that the tap was not fit for purpose when in use.

Needless to say, i will likely have to take Bathstore to the small claims courts to resolve the matter.

If this is the initial stance of their Customer Services (avoid reimbursement and/or replacement at all costs), then my advise to anyone wishing to get a Bathstore product, AVOID, AVOID, AVOID.

Dealing with customer services is a complete joke. For two weeks, they have been saying that they will come back to me within 2 days to deal with my problem. This is simply not acceptable. I need to know if/when Bathstore will deliver an item that was missed when they delivered my order. The sales team also mis-sold an item to me which I cannot use and which I am entitled to have a refund for and have it collected from me. However they have simply failed to resolve any of these issues. I am posting this review in the hope that it gets the attention of someone who will actually resolve these problems rather than just keep fobbing me off - although from the numerous other complaints on this site, I have my doubts about that too. In all I have paid £783.00 for items that have either not been delivered or I cannot use. This is a serious problem that needs addressing urgently. I await a response today. If there was the option to award no stars to customer services, I would have done.

Beyond dreadful is the only way to describe my current experience with Bathstore. Received full delivery ok - so far so good. Then discovered shower tray damaged.
Contacted store immediately requesting an urgent replacement by the end of this week as 85 year old brother coming for Christmas and can't get in a bath. 4 days on still don't know if it will arrive in time.
Their Recovery Dept can only be contacted by their own staff and only by EMAIL. What???? It appears no one internally can phone them to find out about a replacement delivery. Yesterday advised by the store I will receive a text about my delivery, but they had no idea when that might be!!! Beyond frustrating that in this day and age this Recovery Dept can't be contacted by phone.
BATHSTORE YOU DON'T DESERVE TO BE IN BUSINESS IF THIS IS THE WAY YOU ARE TREATING YOUR CUSTOMERS.

Customer service on returns has been appalling. Promised collections have not happened despite someone waiting in all day, they have claimed to have left a card 3 times and no card actually delivered. I suggested they give me courier details, try an alternative courier or allow return to store, they are not interested.

Placed an order nearly 2 months ago with Bathstore for a toilet and 2 different types of tiles. After a fantastic consultation and 3D model of room drawn up, had originally been quoted for a full bathroom but quickly noticed could get the majority of same items elsewhere for much cheaper price. Whilst the toilet was delivered no problem, the tiles were non existent - and have been on the phone to customer service every working day since (now been a week) and still have no updates as to where my items are. The fitter has arrived today and would have been looking to install by end of the week - now having to assess cancellation and buying from elsewhere!

I order a shower tray and cubical from bath store!.
This is when my problems started.
After being given a date for delivery I waitedguess what never turned up!! Contacted there Shockingly bad customer service and got a new date only 4 weeks later,
And guess what no delivery. Now been waiting for delivery today 10 weeks since placing my order and still no delivery

DO NOT TRUST DELIVERY DATES -Ordered sink, shower and bits for bathroom refurb 0n 30/10 saying items would be delivered by 9/11 - had to book delivery in with DHL and could only get a date for 23/11. Waited in - not delivered DHL rang to say Bathstore had not released / sent order! Called straight away as tradesmen booked for weekend ... said re-ordering but i need to wait for a text from DHL. 2 days on still waiting and customer service no help at all (am calling every day) in expediting or escalating complaint. So frustrating, can't make plans for fitting. Not what you would expect for these price points at all.

Flimsy bath panel, absolute waste of money.
Very poor after sales care. Store sales person too busy to deal with issues. I was told I needed to make an appointment to return items.
Some fixtures missing and like previous reviews, customer services could not help as I bought in store and not online!
Couldn't get any response from store where I purchased the items.
Never ever going to use Bathstore again.

Please do not make the same mistake as we did and use the Bathstore. Our bath was delivered damaged and no one contacted us for a replacement so had to drive it to the nearest shop myself to get a refund. The toilet cistern was not compatible with the toilet and response was you’ll have to wait which leaves us with an incomplete bathroom for who knows how long. The store have been very apologetic but also tried to speak to customer services and basically told they are unable to do anything due to their system and can only be dealt with by the store. What’s the point of the customer service number then? Overall a terrible experience and it’s not over yet as we await the ‘correct’ cistern.

Wrong items were delivered after weeks of waiting, customer service team keep hanging up on the calls, or saying they'll call back and never do. I now have incorrect items waiting to be returned, and have had to cancel all the building work. Such a let down for a huge company.
The customer service team need training on how to be polite,

Shambolic - ordered two new bathroom suites. This morning just a single shower screen turns up. When we called to find out what was going on we were told we had not confirmed the order. This despite us having received a text saying the order was confirmed. Now have to wait another two weeks before rest arrives and cancel/rebook builder - assuming he can accommodate us. Thing is, if we didn’t confirm then how did just the shower screen turn up! If I had read these reviews before I went to their showroom in Maidstone I would of course never have bothered. Will need to get my order form to see if they have sent correct shower screen and if/when rest arrives I will ensure I check model numbers on boxes before delivery men leave. PS the representative on phone said they wouldn’t deliver two bathroom suites on same day as it would be too confusing for the delivery guys. Sweet Mother of God you couldn’t make this up. AVOID!

I have been waiting for months now for just one part of the delivery to match the other items, purchased Ridiculous the item is still for sale on the website with delivery of 7 days, customer services just keep saying thank you for being being patient. I've had to chase this continually despite being told several times of a time frame for a response, which never happens. Next step for me is tracking down a director on Companies House to try and get this resolved. All I keep being told is, they are waiting for a response from the supplier..... what for weeks and months sick of it. One email I received was so badly put together missing letters in words and had to try and work out what on earth was being said. I have advised bathstore I will taking to this site to post what has happened.
So don't order, even if in stock your never guaranteed to get the products.

Don’t use bathstore !
I’m still waiting my items 13 days ,but delivery not arrived
When I connect to customer service,just told me I need waiting another 10 days
Just waist my time….

Beyond terrible - still waiting after 5 weeks - they have delivered bits and pieces, and I just cannot get the whole delivery. I have you have a deadline or a project, DONT USE THEM. Customer service is also so lame and unresponsive.

AVOID
Fitted thermostatic shower valve, bath taps and basin taps, Bensham range in 2018 ,have had to replace shower valve, and 3 cartridges at app £90 each, basin taps are dripping, and am told that they do not stock spares, and cannot give me any details of stockist .
Garantee is useless does not cover parts.
I curse the day I went into bathstore.

I found that staff were perfectly happy to help design and sell you a bathroom, however the after service was awful. They cleverly have a 30 day return policy, so because our fit happened outside this window through no fault of our own other than tradesman are incredibly busy, we were unable to claim a refund / replacement for broken tiles and a broken tap. When you have paid a substantial sum of money for your bathroom the least you deserve is an after sales service to match.
Quick to take your money but expect blank expressions if you ask for any help after ‘30 days’ !

Returning customer. Spent 2.5k on 2 bathrooms recently.

Manufacturing defects. The shower valve leaked and it took a week and several calls to get a replacement holding up the work on site.

Then the toilet cistern malfunctioned and leaked constantly. Very little customer support was received but a new mech was sent. This wasn't the problem however. I had to refit it a dozen times. Got a £250 water bill due to leaks.

Then the shower traps let sewer gas through. I could see the gas rippling over the water seal intended to prevent it. These had to be replaced. They just did not work and caused days and hundreds of pound of remedial work.

Then after all that, we had a sewer gas leak and could t find it. We replaced about 60% of the sewage system until we found out that the wc pan had a hole in it.!

As only the same pan can go back in place, I emailed and asked for another one. My email was ignored for 2 weeks.

I called and explained the thousands I have spent dealing with the poor quality of the kit they sold. They were not interested and tried to claim that the warranty period was only 7 days!

This order has cost me over £3k in replacements, remedial work, leak detection etc.

Customer service is shocking.

SHOP SOMEWHERE ELSE FOR THE SAKE OF YOUR SANITY.

Avoid at all costs! I would have given this company a -5 had there been an option! This company has gone drastically down hill!
I ordered a 500mm vanity unit with a basin. The sink that was delivered was the incorrect size (600mm).
I called customer services and spoke to an extremely rude representative, who advised me there were no more sinks available even though there website said otherwise. She was adamant about this and when I challenged her, she laughed and placed me on hold.
I have size called back and have spoke to other representatives who have the same attitude.

I would definitely advise you pay a little more else where, where the company actually looks after the customers first.

Avoid at all costs, you have been warned!!