Crosswater Ltd Reviews 

The physical quality of the Crosswater Optix 10 Quadrant shower enclosure seems good, but our experience has been very frustrating.

We chose the door orientation based on images on Crosswater’s own website, which clearly showed the handle on one side for the version we selected, and changed when you chose the other orientation. After installation, it turned out the actual door opening direction did not match how it was visually represented, which we had specifically planned for.

We were later told customers are expected to rely on technical specification sheets rather than product images to determine basic door orientation. For most buyers, that’s not realistic.

As a result, we’re left with an awkward bathroom layout. I’d strongly advise others not to rely on Crosswater’s website images when selecting product configuration.

Edit: I've had a few replies from Crosswater, but they are not dealing with the fact that the website clearly shows the images the wrong way around. Nor are they taking any accountability for this bad mistake, which is obviously what consumers are going to use in their purchasing decision.

I was initially frustrated when a small decorative end cap on my tap handle snapped during routine maintenance and I was advised that the full handle would need replacing. However, after contacting Crosswater and explaining the situation, they reviewed the case and very kindly agreed to send replacement tap handles free of charge. The customer service team were responsive and ultimately resolved the issue in a fair and professional way. I really appreciated the goodwill gesture and the way the matter was handled in the end.

I love my home Crosswater bathroom fittings so when one of the shower batons failed I immediately turned to Crosswater Ltd. to order a new part. The shower head that arrived appeared to be a different colour so I got in touch with Team Manager, Dan Lowe who immediately supplied me with the correct item. Terrific customer care, great communication and service. Highly recommend the products and the Company. Thanks Dan!

Poor quality products. Terrible customer service. I’ve been waiting months for a response to a complaint about a faulty product and they just simply ignore emails. I’ve been sending daily chasers and still nothing.

I have already provided my case number privately?

I needed replacement rollers for a Simpson shower and called in at my local plumbing supplies company (Unique Plumbling in Romsey). They kindly phoned Crosswater on my behalf and spoke to Helen. She offered to send me a replacement roller set. Not only did they do this free of charge but also sent them on a next day delivery, which arrived today.
This has restored my faith in British business and is without doubt a 5-star service.
Well done.

Clear, useful information

I’m trying to source a replacement pump for my shower/bath and basin. I know you’ve stopped selling these but I spent a LOT of money on these and am trying to source. I am seeking help in doing so.

I had a problem with my toilet seat hinges which were just out of warranty. Laura was super helpful and very kindly sent out replacement hinges which arrived quickly.
You don't often get such excellent after service even within warranty so I was really impressed. Thank you

All the staff are so helpful, knowledgeable and really do their best to help in anyway they can.

I’ve dealt with Ian, Jack and Jay. They’re professional approach and knowledge is so reassuring and I have absolutely no hesitation in recommending this company.!!

After sales customer service is appalling, don’t buy their products, the technical support doesn’t exist. We’re stuck with a shower enclosure that isn’t compatible with a tray and absolutely no resolution has been offered despite being promised one. It’s been dragging on, our projects are now behind & it’s having a big impact on us moving forward.

Purchased a Drift Basin Mono tap through UK bathroomstore, but it’s very stiff, hard to open or close tap, and gets stuck. Complained about it, then they sent a replacement cartridge expecting me to take apart the faulty tap that came assembled or pay a plumber to do it. So, I have to now spend time or pay a plumber to see if this new part fixes the tap. Very disappointed with poor product quality and customer service.

After 15 years of use, my Crosswater shower head started leaking. The customer support were incredibly helpful and identified the shower and necessary part very quickly. They replied very promptly to my multiple questions. Great support and great products

UPDATE - unfortunalety it has been 12 days since i ordered the spare part and after not hearing any updates I contacted Customer Service today only to be told i will have to wait another week. When ordered, it did say 3 -5 days, so because of this, I would advise others to order elsewhere.
Dropping my review from 5 to 2 stars

Instant response .. ! And although the item was no longer in production- I was sent a link to a stockist of old stock. Excellent service. When I asked about installation, I was talked through the key elements.

We bought a Crosswater shower cubicle from a high street supplier but the supplier sent the wrong parts. Initially Crosswater tried to help by phone, but when that didnt work they sent an engineer out who replaced the wrong parts with the correct parts and now it is working perfectly. Helen in particular was very helpful.

I had a corrosion issue on a Burlington Cast Aluminium high level cistern close to the end of its 10 year warranty. Although navigating through various dead ends, incorrect telephone numbers posted due to the complicated shared ownership of the 'Burlington Brand', once I found the correct person the cistern was replaced FOC. Don't give up if your product is faulty, call on the warranty and ensure you persist the 'over complicated' navigating to your rights. Burlington please make the navigation simpler for your customers who pay good money to keep you in business.

We had an out of stock issue this morning on some
Gallery brushed nickel flipper shower screen hinges, but thanks to Harry in sales who arranged some free of charge chrome hinges as a temporary measure to keep our customer happy.
5 Star service Happy Thank You.
Phillips Bathrooms Nottingham.

Customer service is A+.
Thank you to Helen in aftersales who has been absolutely fantastic in helping me with my query. I’m blown away with the assistance and support. Thank you!

Helen was very pleasant on the phone & dealt with my query quickly & efficiently. I am looking forward to receiving the replacement shower door/side panel on Monday. Was given a delivery option from Friday onwards to suit me.

I originally brought crosswater taps during covid . I chose the brand for their quality and realistic pricing as previous cheaper taps from other companies had deteriorated within a couple of years costing money to replace. Compared to other taps they have lasted much longer and I was happy. However, this year I noticed rust on the tap spout and I contacted Crosswater although I was unable to find a receipt.. Derek and the customer service team were very proactive in helping to resolve the issue and sent a replacement tap without hesitation.
I would recommend Crosswater for both the quality of the taps and for resolving further issues several years later when the warranty had expired. It gives me confidence that Crosswater care about their products and the way that this issue was resolved from beginning to end will ensure that I purchase their products in the future. Thanks

All my bathroom products are from Crosswater and they have been fabulous. I have the brushed brass and the brushed stainless steel in 2 bathrooms and looking to purchase more in brushed brass for our cloakroom.
I had one issue recently with a shower head however one contact with the customer service team and they have gone out of their way to sort it out for me efficiently and professionally. I totally recommend Crosswater for your bathrooms.