Bathstore Reviews 20,369

I visited the Guildford store last week with a huge order. When they delivered yesterday, not everything was there, my cabinet was the wrong colour and one of the Taps had a huge scuff on it!
I've tried to get hold of them which took forever but no joy until now. They haven't been entirely helpful and I may have to wait until the new year before I get my complete order.

Terrible Customer service been promised multiple call backs and nothing. They told me delivery would be Monday and nothing and still nobody gets in touch. Ordered the items on the 5th October and it’s literally just 2 bath panels. Shocking treatment of customers, Avoid!!

I will be never use Bathstore again , from start to finish it has been a totally exasperating experience!
On the 2/10/2020 I ordered and paid for a bath & waste , received confirmation email and then nothing for 2 weeks , so I phoned (40 minutes later) and was told DHL hadn’t been able to contact me as incomplete details . But no one had contacted me , so if I had not phoned I don’t know how long it would have been left !
Then the bath was delivered without the waste on the 29th October! I phoned Bathstore again (35 minutes on hold) and spoke to Alison , who was totally unapologetic and sounded quite irratated by me sighing etc , she told me to phone back for an update , to which I said could she please phone me back because of the length of time it takes to get through , she told me it would be the next day , unsurprisingly she didn’t phone ! My husband had to reschedule his leave as we didn’t have the part , which all added to our frustration. I then phoned Bathstore again on the 30th October (25 minutes on hold) and spoke to Jordan , he was very helpful and ordered the waste immediately and emailed me to confirm .
The waste was delivered today , hurrah I thought until my husband opened the box to find part of it had snapped off and was unusable !!
So again I have phoned Bathstore ( 23 minutes on hold) and have spoken to Tracey , who has reordered the part , no offer of next day delivery or any type of compensation for the inconvenience, but that I have to email to escalate my complaint ( more of my time ) GU466AH , I trust I will get an early response or I will be taking this further!

Went into Guildford Store and the sales guys were very helpful and spent a lot of time with us designing our bathroom and choosing products. It was a good start.

Products arrived on time, however toilet seat box had been opened and parts cannibalised. Contacted customer service who sent a new item.

Shortly after installation, things started going wrong.
1. electric mirror cabinet failed. Contacted customer service and they sent me a new one.
2. shortly after new mirror cabinet installed, it too failed. Phoned customer service and told them I was not comfortable with the build/ design quality so didn't want the same one but a different one, £25 more expensive. After much to-ing and fro-ing, they agreed to send me the different one. However, I have not yet received it (it's been two months!)
3. shortly after installation, basin tap seized. Contacted customer service who agreed to send me a new one.
4. a few weeks later, the second tap started seizing. Contact customer service who agreed to send a new tap.
5. New tap arrives ... Broken!
6. Contact customer services who agree to send another new tap.
7. Somewhere along the line, one of the doors of the vanity unit fell off. The hinge has got four holes, but only two are used. The screws used are tiny, and not thick enough to hold on the door. Contacted customer services to argue that this is a design fault, only to be told that it was an installation fault (despite my telling them that the holes are pre-drilled and the installer did not drill them himself) and that this should have been raised at installation! Quite an unbelievable and insulting response, Bathstore!

In summary therefore, I have had:
- Three failed basin taps
- Two failed mirror cabinets
- one failed vanity unit door (which Bathstore refused to acknowledge was their fault so I had to pay a handyman to fix THEIR shoddy build quality).

Bathstore did however pay my plumber's invoices for replacing two of the failed taps. (This plumber, incidentally, told me that he declines installation jobs where the products are from Bathstore.)

Come on Bathstore, this is ridiculous!

Contacting customer services takes forever, so given how much I have had to contact them, just imagine how much time I have wasted WAITING!

To anyone thinking of buying a Bathstore bathroom, unless you want a lot of extra hassle, AVOID AT ALL COST!

Ordered bathroom suite from Colchester, unpacked this morning by plumber, sink smashed on corner, towel rail damaged (rusty), yet to unpack the rest. So far customer service not been great..... will update further. So far in my experience I would avoid, I could potentially have a plumber charging me for sitting around and an expensive faulty new bathroom suite? .............

We had purchased all items from Bathstore for 2 shower rooms. One of the showers has virtually seized up and just dribbles. The tap control for the other shower has come off and is impossible to refix because the grub screw is not long enough to get a purchase on the brass collar. These products are depressingly mediocre - all looks and no engineering!

Unable to give no stars.
Fitter was shocking, turning up after 9am and leaving by 3pm.
Quality of work was passable to start with.
5 year warranty- not worth what leaks from the toilet waste pipe.
I had to resealed around the bath ( taps off etc) because it was leaking, water running done the wall in the kitchen below after 18 months.
Just replaced toilet soil connector as that is leaking waste into bathroom.
Also found that the fitter had fitted panels incorrectly, only discovered as I had to remove them to access the leaking soil pipe. Would not recommend to mop the floor.
I really wish that they still had shops to visit.

Terrible service from start to end.

Cracked / damaged products on arrival (for which we waited a long time for).

Still waiting for refunds over a month on after constantly ringing customer service and the store where we ordered.

Terrible blame culture: customer services and DHL

Just appalling that we, and having read lots of other reviews, are having to deal with.

This is the best bit - if any of the products are damaged, it’s up to you to get rid of them!

We have had a bath in our living room for over 2 months now!

DO NOT ORDER with these people.

Living through a nightmare at the moment.
We ordered a bathroom suite from Bathstore in Homebase.
We had the order delivered. The installation began on 5th October two days later it had to be halted as shower tray had a crack. Phoned Bathstore a new one ordered but DHL’s earliest delivery is was 23 October!!! ( bare in mind we only have one bathroom and an outside loo, so no bathroom or loo in the house at the moment ) partner spoke to Tracy who was helpful, and said she would speak to DHL to see if the can bring delivery date forward, that was a week ago, we even offered to pick it up ourselves but we’re told the warehouse is not insured for customers and they’re not will to use another courier😡.
I have been phoning every day the hours I have wasted waiting in vain for someone to answer. I have spoken to Eve and Tracy both said leave it with them they would sort it out and phone me back...nothing and we still have no bathroom for another week.
Top if off I work as part time carer so I need to keep myself isolated with COVID so it’s not like I can go and use someone else’s bathroom.
Absolutely regret ever ordering our bathroom suite from Bathstore, to think we’ve saved up three years to get this installation.

Useless customer service, contacted about ordering a few products and all they did was ignore messages. when they did get the message they wouldn't even forward to the correct store, all it takes is some common sense. surely you could be happy to have a job at least.

Glad it hasn't gone through as I doubt there would be any warrantee on the products.

Ordered new bathroom suite on 30th Aug, due for delivery on 21st Sept, 8 delivery dates on and still the complete order hasn't arrived,Shop blames DHL, DHL blames shop, after many promised return calls that never happened, I started calling all customer services,NO HELP, until Tracy started to deal with the order, the only person that seemed to help in anyway, The shop ignores your calls but after 10 calls in a few mins I used a different phone, guess what they answered that number, In the end I had to e mail the Managing Director, then when deliveries do arrive there short or damaged with the drivers complaining that they deliver for IKEA not Bathstore sorry you deliver for DHL, the Bathstore was heading for Administration and if this is the way the act & treat there customers there heading back the sooner the better save folk the stress disruption to the household, If this company had customer service employees like Tracy that takes her job seriously they would be a lucky company, not the rest of them, even the staff in shop don,t seem to be worried about poor reviews as its only folk that's had poor service that complain, wrong attitude and answer,so spend a little extra and save on stress, but a major thank you to Tracy for all your professional help your company is lucky to have you.

I ordered my new Bathroom and cloakroom from Bathstore and was actually very pleased until we found out the Sink was missing.

The nightmare started and I kept ringing and emailing about the missing item and no help was given.

Despite the item being in stock and I offered them my own collection service, they refused and told me the item can't be delivered for another 2 weeks.

Now one can imagine living in a house without a sink for 2 weeks. I have emailed them 4 days ago and still waiting for them to reply. Very unprofessional after same care, but again everyone has a excuse these days -"COVID-19".

I used the bathstore products 8 years ago and all items are still going strong. I have used them again this year and once again very happy with the products. I used the designer online who was very helpfulI and saved me alot of work. I had an issue with 'wet walls' and received a refund very quickly and efficiently.

AVOID - I WISH I HAD

I purchased a new bathroom and ensuite, large order and it turned up in two batches. Items missing, incorrect items sent which seems to follow the complaints of the other reviews. Worst issue is I still do not have a shower screen for my ensuite. Weeks and weeks later and no further forward to getting a new one sent out? How hard is it to send out a replacement? Customer service pass the buck to their suppliers, well use different suppliers then because you are losing customers left, right and center by the looks of it.
Will never use again or recommend to anyone.
Save yourself the pain and go elsewhere.

Used Bathstore to fit out two bathrooms and a cloakroom a few years ago. WC in one has cracked so looked to replace. Sent an online query to check like for like replacement as product code had changed and was told would get a response within 48 hours. Received no response, chawed and queries over the coming weeks over which time the product went up £30 in price. Bathstore have refused to honour the lower price. Terrible customer service.

Ordered an electric radiator, which arrived leaking. Phoned them only to hear a recorded message saying had to email, which I did. Had their automated email reponse, saying thank you for your patience, but then no further correspondence. Would not recommend, seem useless and impossible to ressolve issues. 3 weeks on and no response at all...
Update: this trustpilot review seems to have done the trick. A very nice customer services lady phoned me, presumably a senior officer, and they are now sorting the problem. She appologised and said she had no excuse for me not receiving any initial response, which is better than the usual waffle you get. Anyway, it's all ended well, just a shame it wasn't sorted in the first instance. May be it's better when they get back to answering phone calls.

We received a broken sink twice, the 3rd one we had to have delivered to the store and collected ourselves. this took so many emails as they are not quick responders.
We also ordered wetwall composite panelling to go around the bath, and were not told we needed a H joint, We found this out when out fitter came ( so we were left embarrassed) to add to this the joining kit that came is a complete different colour to the panels, they look as if someone has been smoking around them for many years.
We were mis sold these as if i new we had to have a join down the middle of the wall we would not have had them.Trying to get this solved but as you can imagine takes so long to get a response.
Will nevver use this company again

Bath store has been a nightmare since I had my bathroom installed in April 2019 to today over a year later.
Firstly the installation contractors were horrific, continually adding additional costs throughout the build.
Then in August 2019 I had a significant leak due to poor workmanship (which wasn’t covered by bathstore due to them triggering administration) and I had to pay £1000+ to get it repaired.
Now my bathroom (Noir collection) is slowly falling apart, with items like the shower head splitting. I have to pay to replace them which takes over a month to get delivered.
Avoid at all cost!

Terrible honestly the worst mistake I’ve made buying from this company rude customer service not helpful disgraceful behaviour! This is a copy of a message I’ve sent to explain my experience a little more : Could someone please contact myself and explain to me where the bath I’ve ordered and paid for has disappeared to. I had the plumber booked in for the next day after delivery was confirmed only to have half of my order turn up. And when I called the store to find out more I was told it was my fault for booking a plumber in for the next day I should have booked the plumber at least a week later as this is normal practise. Well if that is normal practice then why wasn’t this disclosed at the time of the purchase that I would have to deal with having my new bathroom delivery sat in my lounge and hallway for a week because your delivery system isn’t reliable. Plus I was also told by Charlie the sales assistant that she had sat on the phone to customer service for 40 mins on hold until she gave up and sent an email to customer services instead as there was no one else to call, so she said I could try customer services if I wanted to as the email wouldn’t be read for 24-48 hours. But when I called the same number she had tried all I got was a answer machine message stating due to the COVID pandemic they were not answering phone calls and would only receive emails and then the line went dead ! It is now 2 days later and still no bath or even a phone call. So after hours spent on the phone time and time again with a huge cost might I add ! I still have no bath WHICH I HAVE PAID FOR and all the response I get is that I need to chase up DHL because they will only speak to me. I’m shocked at the customer service I’ve received and no help or offer at a solution. I don’t understand why it is down to me to chase and make phone calls after phone calls and spend more money trying to find the missing whirlpool bath I bought for you. I’ve got a serious medical condition that I’m really struggling to get through each day atm and could really do without the extra stress and cost this has caused myself and my family. Please can someone contact me !

Beware! Save yourself stress and regret. The service is rude and terrible and the product is poor poor quality. We bought some replacement parts and they came with missing bits. Called customer service and they have been very rude. They do not care about their customers. We've even had plumbers refuse to change Bathstore parts.