Crosswater Ltd Reviews 

Fantastic after sales service from Dan Lowe in helping resolve my spare parts requirements.

What a disaster this company is, ordered a bathroom from here and spent a considerable sum,ordered in November 24 had to change colour scheme weeks later as products we ordered were discontinued. Order was scheduled for 2nd of Jan, most items arrived,except the sink unit, was told that this would arrive on the 10th so builders went ahead and started updating the bathroom, the unit got put back on a further 3 occasionds! meaning the one bathroom we have was out of action for weeks as the plumbers refused to return until it had all arrived, so stuck with a pensioner in the family and childcare for 3 grandchildren . The CEO never responded to an email saying how desperate we were, and trying to get any pace on getting it to us as fast as possible fell on deaf ears, shall not recommend this company to anyone

I placed orders with Crosswater via their online website on 06th January 2025 and placed further orders on 07th January 2025 and 15th January 2025 as my plumber requested further parts. The website clearly stated delivery within 3-5 working days. I also called the Crosswater Projects team on 13th January 2025 and placed a further order and was informed that the item would be delivered in 3-5 working days. Yet here we are on 29th January 2025 and still no items received. I requested a cancellation on 27th January 2025 of my order with the Project Sales team as I was ordering elsewhere. Yet today Crosswater have decided to finally send the item out even after I have informed them to cancel the order and provide a refund as I have purchased elsewhere. Appalling company to deal with who state they have the items in stock, take your money but then do nothing until you cancel the order and request a refund which is when they then decide to send the items.

We have a Burlington shower door. I contacted them to get some spare caps that conceal the screw heads. The technical team were brilliant. Understood my needs and got a spares kit sent out to me. Excellent service from them.

I have been waiting for an order since the 24.10.24, I have called and chased 5 times and been fobbed off every time, the fact the initial lead time on all items is 10 days is rediculous in the first place, our business will be going elsewhere in future. Large Company Group of 120 stores.

We bought a Crosswater frameless offset quadrant enclosure for our ensuite. It was terrible from day 1. Its an awful design which heavily relies on silicone to hold it together. The glass was never stable, it didn't fit well and just the action of opening and closing the door puts pressure on the silicone which started to give way. We had a second plumber check the installation who said he had never seen such a poor design. We got in touch with Crosswater who weren't interested but offered to sell us a wall brace! We gave up in the end, ripped it out and replaced it with an M box which was cheaper but much better quality. I would guess this is manufactured somewhere in the world with poor quality control. A total waste of £1000!
Your response makes no sense! My complaint is that your substandard product has left me £1000 out of pocket. This is a disgusting way to treat customers!

Absolutely dire - We ordered a complete bathroom on Oct 1st for delivery on Oct 7th. Since then, we have had many broken promises and a “partial” delivery. We are still outstanding the shower tray and brassware. We have no delivery date, except to wait 2 more weeks. My fitter has suspended work and left site. My local shop has tried its best to obtain timeframes and commitment from Crosswater - it is clear that Crosswater just ignore them or issue bullshit. I will never buy anything in the Crosswater group of companies again. There is no accountability, and there are no reparations for such clearly dire service. If I could, I would hand back the Crosswater stuff and go elsewhere. My mistake was to install the backboxes for the hidden valves. That commits me to Crosswater. I will never make the mistake of ordering Crosswater again, and I will never start a bathroom install until all the kit is on site.
Update 16/12/24 > This is still an utter disaster. The Crosswater shower tray has still not arrived after 70 days - Crosswater have made umpteen promises of a delivery date and they fly by. My advice is to NEVER allow any Crosswater kit into your home. No business can survive for long with such terrible service.
(Copied from "Crosswater bathrooms" as this is the claimed site)
Update 31/1/2025 - Crosswater provided a response today (see below). They appear sorry but say that I am not important as a customer whilst they worked on other things. In terms of progress. Well, we gave up waiting for the shower tray and obtained an alternative. The remaining crosswater brass fittings eventually arrived and the bathroom fitted. When then found the finishing on 2 of the wall plates was off so all is stopped again for now. Cropsswater accept that the wallplates must be replaced and they are on order. So an original order from Oct 1, is still unfulfilled. Crosswater have other priorities.

I certainly can not agree with the previous review. I ordered shower seals in September and contacted them many times and got a different excuse each time. Eventually end of November I was told they are really not able to deliver the seals, although they are in stock on the website. I now have a Crosswater shower without seals and I am not able to get replacement seals. This has been the worst customer service I have ever experienced!!!!

I have a faulty cartridge in my Croswater two and the technical team is very good. Helen and Majid ( I hope I have spelled your name correct) are so nice and helpful - even though the problem is terrible, their attitude and solution oriented way is very commendable. I will update once my cartridge is replaced .

Awful company. Goods are continually delayed, no reply to email queries and hold time to speak to anybody means that this is virtually impossible. Please avoid this company

Brilliant service - so efficient- thank you!

Crosswater is quite possibly the most unreliable supplier I have ever dealt with. Purchased items that reportedly on a delivery time that worked for our projects. Goods were then repeatedly delayed. We were not once kept informed and were ignored why asking to be updated. I would avoid dealing with this company.

I am at the end of my tether with Crosswater, who have ceased to amaze me with months of lies.

We have been waiting for a new shower tray since September for our new home - which has stalled our whole project. The worst part is Crosswater having the audacity to constantly promise that it will be delivered in a week.

False promises and deception, beware..

Dreadful, so expensive lovely items but horrendous customer service
I’m still waiting 2 months later….

Terrible Experience – Avoid Crosswater Bathrooms
If I could give zero stars, I would. After placing an order over a month ago, I’ve had nothing but problems. The delays were excessive, with no proactive updates on their part. Every time I called, I spent hours on hold listening to their smug on-hold messages about how great they are. When someone finally answered, they gave false promises just to get me off the phone.

Weeks of being strung along, and still no sign of my order. This company is either incompetent or intentionally misleading. I've had enough and will be taking my business elsewhere. Save yourself the stress—choose a supplier that values its customers and actually delivers what they promise.

I was a repeat customer of Crosswater taps and bathroom fittings, for both their design and high quality. My latest purchase was a Crosswater Cucina Design Side Lever Chrome Kitchen Sink Mixer Tap, which has (a) only lasted 2 years before the handle became wobbly and needs replacing, and (b) is not under Warranty (apparently a £150 tap is only supposed to last 2 years). Having resigned myself to paying for a replacement part to fix it, I have been waiting since the 25th of September (currently 2 and a half months) for it to be sent to me. Apparently Crosswater have 'delays' with their deliveries. This is not the level of service I would expect from this brand, really disappointed and shan't be making any future purchases.

We purchased 2 items of bathroom furniture, after 2 or 3 days we notice the chipboard material the drawer was made from had blown. Crosswater offered to replace the drawer which would take about 6 to 8 weeks. We then notice that other parts were also starting to blow. We were told 10 to 12 weeks for a new unit, but after more than 12 weeks nothing. We have now asked for them to take the units back and refund and pay our contractor the costs to take out theirs and replace with new units purchasing elsewhere.

I am giving Crosswater 2 star rating, asc at least they honour their guarantee by sending you faulty parts.

I have a douche purchased from Crosswater (in January 21) which I purchased because of the 10 year guarantee. I really did not think I would have to contact Crosswater as much as I have had to.

I have had problems with the washer going, and the hose dripping, and now the trigger on my douche not working.

I contacted Crosswater recently, as they had sent me a brand new douche set, which we replaced when my hose started dripping this year. I had written a negative review on Trustpilot, about customer service, and I was asked by Crosswater (Angela) if I would amend it, after they sent the full douch set, even though I had been expecting just the douch hose. I did amend the review.

This time, after less than a year my trigger failed. I wrote to Crosswater, stating I was very disappointed as I now had a dripping trigger, and was worried about quality control of the douches. I offered to return the trigger for quality control. It seems Crosswater do not deem it necessary to apologise for the problems I have had. Each time I have a problem with the douche, I need to call my handyman/plumber. I explained this.

I told them I had an old trigger which I had, which I would use to save them money. I also thought that as the old trigger was tried and tested, I would use that one, as I am now worried about the quality of their triggers. Who knows how long my trigger will last, even my old one. I am hoping it last a long time, as it will save me handyman/plumbing costs!

Instead they offered to send me a new trigger! They initially said I could return the faulty trigger, as I wanted them to check quality control, and then said that instead of sending the trigger back, they would send a new one. Then they said I could return the old trigger, after I complained again about quality control.

Totally disappointed with Crosswater. The quality control of their douches leaves much to be desired. They seem unable to even say sorry for the issues I have had.

All I want is robust quality control in their douches. It seems in the case of douches, their quality control is not robust.

If Crosswater really cared about the quality of douches, they would have taken my feedback on board, and realised I was giving honest feedback. Instead, they decided to ignore the quality issue.

I have told them I will be writing a review on Trustpilot, and they have not replied so it seems they are happy for me to write my review.

I recently contacted Crosswaters technical department to ask for their help in identifying a cartridge for a shower valve over 12 years old. Jack McDonnell was extremely helpful, responded really quickly and both identified the valve, and a link to purchase it. Overall excellence experience and it's nice to see a company that is focused on delivering great customer service.

False promises to get you off the phone
I ordered a shower screen 3 weeks ago. When asking if it’s in stock I was assured it was and will be delivered within 7 days.

Still no shower enclosure, promised it will be delivered yesterday. Still nothing. Can’t get through to anybody.

Happy to take my money though. No problems with there card machines.
Hi.

Yes this is from my supplier who has been trying to get through all day. I was promised on multiple occasions that it will arrive. Only to be told it will now arrive to you on the 15th. My customer has no other means of showering (2 adults 3children)
They are absolutely fuming and it’s very awkward working there. I’m owed nearly 13k and they won’t pay until completion. I’m a small business that heavily relies on cash flow.

I’ve been told of an alternative. Can’t get through to order it.

The Original P/O number is 52-754957

The alternative part no. PRLSP0800BM Mat black
DSL 000035 chrome Clip set.
DS 0000001_VS chrome profile

We can the use this.

Regards Paul Eley.