Bathstore Reviews 20,369

Parts delivered with correct labels wrong parts in the boxes, some parts also missing on original delivery. Replacement parts sent were wrong and had to be sent out again for the third time. Then when our store recommended fitter goes to fit the bath it's damaged and trying to get a replacement one so it doesn't hold him up is as forth coming as the second coming. I would recommend people stay away from Bathstore as they are incompetent!

We had a family bathroom , an en-suite shower room and a downstairs cloakroom replaced this summer by Bathstore at Homebase Godalming. From the start of the project to the finish we were in safe hands. The Bathstore design consultant Richard was extremely helpful during the planning stage and ensured that I had chance to view all the different options re .type of shower , vanity units , tiles and flooring. So too the Bathroom Fitters who were recommended to carry out the job - Danny and Trevor - were first class. They did a fantastic job. There were a few hitches along the way but they were easily resolved by either Danny or Richard.
We are extremely pleased with the end result - two new shower rooms and downstairs loo - all modern , sleek and well finished . I would recommend Bathstore to friends and family without hesitation . Good customer service , excellent professionals who know their job, and value for money.

Ordered a toilet and sink however when going to install it the seat was missing. Contacted Bathstore customer service and informed me they won't send out another seat as they don't stock spares and it is down to me to source and buy one. Now they are ignoring me.... great stuff

Leaks leaks leaks! Terrible experience when it was fitted and now, as they went bust no comeback!!!! BEWARE overpriced and poor quality.

Ordered a shower that attaches to bath taps. But before it arrived my plumber said my water pressure was to low and it would not work properly. So I returned it unopened and paid for the return. Then I received email to say that part of the goods was damaged and I did not report this. They would deduct 20% of the full price refund.
I never open the box so they must have sent unchecked damaged goods.

Within 7 years of having our bathroom fitted both the toilet flush valve and the shower's thermostatic valve cartridge have broken.

I can just about accept that this has happened - it's not necessarily Bathstore's fault that the quality of plumbing products have dropped significantly in the last 20 years.

What I can't forgive is that Bathstore cannot provide replacement parts. We now have a toilet with a mismatching handle and a shower that is currently out of action and may require us to fit a whole new unit instead of just replacing a small part of it.

What happened to the days when a bathroom suite would last 40 years, and even if it didn't, all the parts were completely standard and could be easily replaced?

Unforgivable that they are one of the landfill generating companies that this country's economy has created.

We bought a NOIR CRAFT 600MM BASIN UNIT about two years ago from the St Albans store, which has closed down and it needs replacing already. (not to mention the basin that cracked after 8 months and the loo seats that stained yellow and had to be replaced after a year) The unit is in a shocking state. The top material is clearly not made for a bathroom and for a sink unit with daily use. The top is made of MDF and chipboard but has faded and looks water damaged. The bottom draw doesn't close probably and the black handles have chipped.
Very disappointed. Do not buy!

Ordered a toilet in May. They sent the wrong item by mistake. Arranged for it to be returned, and they sent the wrong item again. Today (August!), we are waiting for them to collect the 2nd wrong toilet. The collection date has been set 3 times, and each time no one has shown up to collect it. Meanwhile, they are still refusing to refund me for the incorrect delivery and I am out of pocket for £549.

Ordered everything for our long awaited bathroom refurb and took delivery a week before our contractor arrived. My husband built several items which all either had incorrect/missing parts but we eventually managed to get hold of what we needed.
Contractor arrived and discovered there were no feet/brackets for the bath (we didn’t know there should be and there was no instruction leaflet included). Phone call to customer services told me it didn’t come with these and I’d have to purchase elsewhere. Contractor very, very surprised and said he couldn’t carry on with installation until we had them. I spent several hours on the internet trying to source them and eventually phoned a local store who very kindly told me that I should phone Bathstore and ask for the tech spec. Sure enough my delivery was missing the vital components and they would be sent out to me but they couldn’t guarantee when. Very annoyed husband called them back and, lo and behold, they were shipped immediately and with us within 24 hours!
Although we didn’t ask for any compensation, we were offered a voucher, but we are still to receive it.

Be very very wary of their design service. We gave our bathroom measurements, which were correct. We explained that it was our only bathroom and we have two young children so it needed to go as smoothly and quickly as possible. We were sadly very disappointed, when it came to fitting the bath didn't fit! We emailed to ask for a refund or exchange and they refused to even acknowledge their designer had not done their job and rectify their mistake.

The design included a stud wall to be built to hide the cistern and pipework for the bath. The designer did not take the width of this into account and so our bath was too wide. Working out the width of this wall to fit these items in should have been easy for a professional designer. When we complained, the Bathstore refused to do a thing because it was outside of the 30 day period.

Unfortunately covid had caused our bathroom fit to be pushed back several weeks, due to the construction industry being so busy, materials being harder to get hold of and issues with people isolating. The Bathstore would not take this into consideration, something many companies are doing. Most have extended their returns to account for the disruption caused by the pandemic but not this company.

The bath is not fit for purpose and they have left our family without one. Let's be honest, the cost of a bath is nothing to their company. Their 'designers' should be able to correctly work out basic measurements to enable their design to work. Will not be purchasing anything again!

Update - Citizens Advice have advised they should have given a refund. Emailed to ask again for a refund and I was ignored. Emailed again and they're trying to pass it back to Homebase. Absolute nightmare! We also had two missing things from our order, one of which took longer than it should of to rectify.

Don't fall for Bathstore telling you the quality of their goods over competitors is vastly superior, it's really not. We purchased our Bathstore suit 4-5 years ago, in that time the toilet seat snapped, the shower head drips every now and again until you turn it on & off again and the latest one, our thermostatic blade shower has split in the metal work and spraying water out the side! I tried speaking with Bathstore and the 10 year guarantee it came with is good for nothing as Homebase (who bought Bathstore) decided not to pass this on to prior customers. They didn't seem like they wanted to help at all, but they did try and help me when they wanted to sell me another one... Great move, this just means i'll never shop with Homebase or Bathstore again. Companies seem to forget that there are plenty of other places to shop now..

Despite explicit wording to the contrary on the company’s delivery document I was unable to return an unwanted product directly to any store. Because it had been ordered via the internet it had to be collected and returned via the delivery courier. I visited two stores to attempt the refund. The second was helpful in that they rang customer services on my behalf, the first was managed by a jobsworth who repeatedly said I don’t keep any stock so can’t refund you as if that was a perfect explanation and refused to even look at the document which stated that I could return it to his store for a refund. Having complained, the company have admitted that the wording is in error but are sticking by their “terms and conditions” to refuse any kind of goodwill payment for my time and petrol perusing their clearly stated written instructions that an item could be returned to the nearest store. The item was picked up and a prompt refund made for the cost of the item excluding initial delivery costs.

What has gone wrong at Bathstore? Recently we spent over £5k with them, buying items for our self build via their website over 4 separate orders. Out of the 2 orders to arrive to date, a tap and waste was missing in one order, and the wrong wetroom screen was delivered in the other - their IT system said we ordered the wrong item even though our order acknowledgement showed we didn't - how on earth can that happen? Their customer service staff are trying to sort out the mess. I'm just worried about our other 2 deliveries now and whether we'll get what we ordered :(

Booked online a virtual design consultation with Bathstore, choosing Kingsway, Derby.

Bathstore confirmed by email the date and time - Sunday 1pm. So we waited and waited -

Their website states “Our friendly central design team will carry out your virtual design consultation”.

NOT HEARD FROM THEM ! Disappointed.

The plastic that the bath was wrapped in cherry was almost impossible to unwrap as it came off in your finger in tiny peace’s it took me and my apprentice over 4 hours to unwrap the bath. When I called bathstore Cambridge they refused to offer any kind of help and did not seem interested in helping us resolve this problem. Would not recommend.
Alex

Nothing but kind words for our recent experience with Bathstore (Enfield). The design, products and customer service were all excellent. The delivery was quick and everything arrived in good order. I would not hesitate to use Bathstore again.

We bought 4 Bathstore bathrooms from the Cambridge store. The design part was long but ok, however customer service after delivery has been appalling.

It took several months to design and adjust the project, as the adviser was helpful but very busy. Unfortunately, when we were ready to order, there was a delay of a few months, as many items were out of stock and / or elements in the range we chose were changed or discontinued. In some cases, the adviser made changes without even consulting us (countertop, handles), and we are not happy about all of them. Our adviser did not flag up the power supply needed for electric showers, so we purchased 3 costly electric showers that we can't use and now can't return. The adviser warned us to wait and do all returns at once because of the £50 collection fee, but he did not warn us it had to be done within 30 days, then it was too late as Customer services refused to take the returns.

The worse is indeed customer service after the products were delivered. In effect, Bathstore deny almost all liability by making you sign a contract saying all visible fault, damage or incorrect product should be claimed within 7 days. Returns and exchanges must be made within 30 days of delivery only, and they charge £50 for collection and £30 for new delivery. They are totally inflexible (despite Covid, lockdown, the furlough of their Bathstore adviser etc.) They explicitly advise you to only start installation 7 days after delivery but then it is too late for claims. One of our toilets had a manufacturer defect but they refused to take it back, exchange or refund it because we contacted them more than 7 days after delivery. We have more than £1000 of items either faulty or new in their box, that Bathstore will not accept a return, although they still sell these products. We would never have used them if we had read the reviews and known the terms and conditions before.

Customer service on the phone has been useless. We also wrote to them on the Bathstore contact page and received absolutely no answer.

Very disappointing and frustrating. To avoid.

returning anything to this company is like trying to push hot butter up a porcupines butt hole with a hot needle, I spoke to two operatives, followed all the instructions, photos, email etc, no reply, no confirmation, called to see what was happening, they couldnt find me, and then had to do it all over again, total of about 1 hour on the phone, if i had not contacted them again, nothing would have happened

I wish I had read these reviews beforehand and saved myself a lot of money and hassle. If I could give zero stars I would. AVOID!!! Don’t be fooled with the overall rating. Most recent reviews are poor like mine.

We chose the Bathstore as this is the first time we’ve ever redone a room and we wanted a company with a consultant on process so we would be confident in what we’re choosing and purchasing.

We had a virtual consultation, a follow up in person consultation and a couple follow up phone calls. We dealt with one person for the two initial consultations then another person for the phone calls due to some unexpected leave. This in itself wasn’t an issue and couldn’t be helped, but you’d think this meant two pairs of eyes and two lots of experience and knowledge to ensure it was all right - unfortunately both have failed us.

We provided measurements and photos and floor plans. We got beautiful virtual mock ups which we were really pleased with. If only this was reality.

We have had a whole load of stress, work and extra cost as a result of the poor experience and mistakes made by Bathstore. The consultation is not a consultation with a skilled person, it’s simply a sales person so unless you know you’ve covered everything and considered every potential issue (which most people won’t) do not use them.

I have just submitted a 6 page formal complaint to them with a list of issues.

Absolutely terrible delivery service. I paid for everything and then booked a delivery date. On the delivery date only half of the items were delivered, one of which (the basin unit) was the wrong item. Items including the bath, splash panels, toilet pan, cabinet failed to appear, although Bathstore said DHL had marked everything as having been delivered. After writing to their customer service many times, and telephoning them many times, I still have not been given a date for delivery of the missing items. Meanwhile my bathroom fitter is stranded and is charging me extra for the wasted time. Do not use this company. They will be happy to take your payment but delivery is absolute chaos.