Fountain Direct Reviews 53

Avoid Bathrooms by Fountain at all costs!

We paid over £9,000 in November 2025 on the clear understanding that all bathroom goods had been ordered and would be held in their warehouse ready for delivery when required. We have dealt directly with the owner, Neil. What followed was delays, missed delivery promises, and very poor communication.

Only part of the order was eventually delivered — and even that was late. The remaining £3,400 worth of items were never supplied and had to be cancelled.

We then had to repurchase elsewhere to keep our project moving, costing us additional time and money. Despite this, getting the refund back has been extremely difficult.

At this stage, we do not believe Neil has any genuine intention of paying us back, and the handling of this situation has been completely dishonest and amounts to theft.

We have now escalated via a Section 75 claim.

Stressful, costly, and highly unprofessional — I strongly recommend staying away.

I ordered a ceramic basin from Bathrooms by Fountain and, while the online purchase process was simple and straightforward, everything went downhill after that.

The website is easy to use, checkout was smooth, and the 14-day return policy is clearly advertised. Delivery was supposed to take just a few days, but mine took longer. I contacted the company and spoke to a lovely representative named Hannah, who was polite and responsive, and she followed up promptly to confirm that my order should have arrived.

However, the real frustration began once I received the basin. The design didn’t match what I was expecting, mainly because the product images online didn’t show the item from a top angle, which made a big difference in how it actually looked. When I reached out to request a return, I didn’t hear back right away. After chasing, I was told that I’d have to organise my own return shipping (which, to be fair, is buried in the fine print of their return policy) and that there would also be a restocking fee (which felt completely unreasonable given the circumstances).

I arranged the return through DHL, but unfortunately, the basin was damaged in transit. Because of that, Bathrooms by Fountain refused a refund, leaving me to handle the claim with DHL myself (a time-consuming and frustrating process).

All in all, Bathrooms by Fountain makes it very easy to buy from them but extremely difficult to return anything. Unless you’re 100% certain about your purchase, I’d strongly recommend buying elsewhere to avoid the hassle.

Brilliant customer service from Hannah at Fountain Direct, I ordered an Impey Linear Aqua Grade wet room shower former and tanking kit, plus Hansgrohe shower. I needed to contact someone at Fountain to get some extra external corners for the tanking kit, suitable feet for the shower former and an upgrade to the shower drain, however I couldn't see how to order them. Fortunately for me I spoke to Hannah Bowden, who sorted out the product codes etc so that I could place the order.
Whatever Impey were doing in their warehouse is beyond belief, (I understand that like most online retailers bespoke kits like the shower former are not a stock item, some come direct from the manufacturers warehouse). It took 4 deliveries on 4 separate vans to for them to complete my order, why not just wait until they have the complete order and send it out in one delivery? After all I can't fit a shower former that needs to be screeded in without all of the parts.
Hannah was ace at chasing them up though.
Shower pipe arrived as expected.....

Thanks Hannah, you are a star.....

So many good things about buying from Fountain on line
the choice pf products is huge, and if not on website still may be able to source
products are top quality.
delivery is very prompt and in excellent new condition.
the staff involved with the online/ telephone enquiries are just the very best. They go above and beyond to help, they understand the products and give excellent practical advice - I cannot praise and recommend them highly enough.

Really good customer support pre order and order arrived within timeframe. Really happy with service

After I placed the order, they told me there’s price error and I need to pay more in order to proceed. They said they are going to waive the postage which is free delivery. I am really frustrated now because if I knew the item is at that price I could have bought from the other shop which is free delivery during Easter. Currently that shop has no free shipping offer and I missed the chance. Really upset now.

Good value. Excellent service. Great communication throughout. Always trying to help. There’s a reason I have kept going back to them for virtually all my bathroom & kitchen ware.

I would not recommend Fountain Direct. After a Duravit tap arriving with damaged (squashed) packaging, they would not accept the item pack, due to a card tray that was also missing, and was not there in the first place. I had to pay for the item to be returned myself, and they deducted 20% to restock.
There's many good companies out there, just didn't have a good experience this these, and would not use this company again.

Advertised an item in stock, turns out there was actually a 2 month waiting time. Had to rebook plumbers and electricians as a consequence. DONT ADVERTISE ITEMS YOU DO NOT HAVE IN STOCK!!!

Have used Fountain many times. They offer great bathroom products at very competitive prices. In addition their team, and especially Hannah, offer fantastic customer service - nothing is too much trouble!!!!

Really pleased with the service and prices I have received from Fountain Direct. Have ordered a couple of items through the website which were considerably cheaper than elsewhere, which arrived promptly and in good order. When items were not in stock they have let me know straight away and option given to refund or choose to wait for delivery. Would use again.

An amazing company. I purchased several items from them in the summer , one of which was a £600 hib bathroom cabinet. I checked it on arrival externally and all looked fine. When the plumbers finally came to fit it in November they noticed the mirror inside the unit was cracked. As so much time had elapsed between me checking it and the plumbers arriving to fit it I thought I would have to say goodbye to 600 pounds. But Hannah Bowden kindly arranged for a new cabinet to be sent out at no cost. Truly thankful to them and to Hib for such kind service. I wholeheartedly recommend you to anyone looking for bathroom products.

Excellent customer service, and no quibbles when I exchanged 3 items that very slightly flawed from an entire bathroom suite. I dealt with Hannah who was both efficient and charming. They also recommended an installer. I shopped around before settling on Fountain Direct, and am so pleased I did. Can't recommend them enough.

Hello. I purchased a pair of taps which were incorrect (would not fit) - my fault. Unfortunately, due to COVID lockdown, this was not discovered until about 3 months after purchase when a plumber came to fit them. Disappointingly, FountainDirect refused a refund even though I was intending purchasing another pair from them.

Can't fault them. We bought a bath and a Crosswater sink bundle from them literally as we went into lockdown. Hannah and Karen were brilliant throughout. Had to change my order immediately after finalising and paying for it (my fault entirely) and when I called I got through straight away and they were incredibly helpful. Delivery was very prompt which was surprising given we were in lockdown at the time. And, when we had to go back to them about a substandard worktop that came with the Crosswater sink bundle, Karen was brilliant. She jumped on it straight away, referring it over to Crosswater within a day or so, and we had the refund back in the bank a week later. Outstanding. Thanks Fountain Direct.

I ordered a Geberit Kappa 50 Chrome flushplate on Black Friday evening post "free". By lunchtime on Saturday it was delivered to my house. I was absolutely amazed. It was cheaper than EBay!!

Ordered some radiator valves from this company. They were very competitively priced. Next day i had an email from Hannah saying they were out of stock for 3 weeks. A bit annoying but at least they told me it would be 3 weeks. I said i could wait as long as its not more than 3 weeks. Soon afterwards, another mail from Hannah saying she had sourced some from another supplier and will get them posted asap. Brilliant, i thought. Unfortunately, they were lost by the carrier, so Hannah got another pair sent for me and arrived a few days later. Hannah could have just let me wait until her stock came in, but she decided to try to get some quicker for me. That is very good customer services. So, thank you, Hannah, for thinking of your customers. A rarity these days.

I was a bit sceptical reading the reviews
I ordered a crosswater tower unit, Vanity unit and crosswater sink it all came perfect no issues the guy from the van even helped me in with it and let me check it before leaving.

At 9.00am on 15th Feb I purchased which I thought were discounted/ end of line Kohler Torsion Sliding shower doors 771 to replace my existing ones purchased in 2015 for a bargain £52.23
An hour later an email arrived stating that there had been a pricing error as the doors were £740.00 and I would be refunded the amount paid.
I immediately telephoned customer services and asked if they would honour the price as it was a breach of contract but she refused and said it was a mistake. I accepted the error but asked due to the circumstances would she be able to offer a heavily discounted price but she refused, stating that their prices are already discounted and terminated the call.
This is really poor customer service and I was made to feel that had tried to cheat them instead of trying to genuinely replace my existing doors.
Would not recommend this company to anyone....exceptionally poor customer service

Avoid at all costs!

We spent several thousand pounds on bathroom furniture from this company around four weeks ago, and our fitters set to work. By the end of the job it was time to unpack and fit the (£100) toilet seat, but unfortunately it had been broken in transit. We contacted customer services to be told they would not replace the item because too much time had passed. I think maybe they expect you to unpack then repack every item on delivery, a slightly unrealistic expection.

We will never use again and would recommend against this company.