designerbathroomconcepts.com Reviews 3,878

Pre Comms = brilliant and efficient. Returned item at my own expense additional £40 to item value, item delivered to them. Refund not received, wont reply to countless emails. Live Chat just sends you around in circles, Customer Service advises to email refunds email address - that never reply. Now out of pocket for the radiator cost + return delivery amount. DO NOT USE.

FURTHER UPDATE: designer bathrooms still have not supplied the crucial AR number so my bank (Santander Bank) can track the alleged refund. Without this number the refund can neither be tracked nor processed. As designer bathrooms are not cooperating by providing the number I now believe no refund has been issued. Stay clear form this company as they will not refund you.
I purchased a toilet lid which was fake (advertised online as wooden but actually cheap MDF when it arrived. I sent it back unused and in perfect condition, no refund received to this day, the order number is: 7100324166

This company needs to be closed down asap. They are thieves pure and simple. I just wish I had checked Trustpilot before I had ever placed an order. I had placed an order on the 31 December as their website stated that the prices would go up as of January 2023 so the shower tray I had seen was at a really good price – the lowest I had seen anywhere – so I placed an order (I should mention that the prices DID NOT go up and they remained the same). Time had passed and I think after about 4 weeks, I chased the DBC to see if there was a hold up. They said they would chase up and would get back to me with an update. The tray eventually arrived on the 20 February and was damaged. I hadn’t realised that it was on a great big pallet that was just dumped outside my front door. By this point the courier had already driven off. I needed to unscrew about 10 screws to get to the tray to check it. It was so badly packaged – it literally had a sheet of thin mdf over it (this was a £700 shower tray!!) so no wonder it was damaged (apparently it had come from Spain). I informed DBC straightaway of the damage and sent pictures. I was told it would be forwarded to the manager and that the images would be sent to the manufacturer. I was contacted a few days later saying that the manufacturer had been in contact to ask for clearer images but that DBC had said the images I had sent were clear enough and that was proof of the damage. I had to chase up a few days later as this pallet was literally sat on my doorstep and with 2 children under 6 it was a hazard.

Emails went back and forth and eventually I was told that a courier would come and collect on the 8 March. No collection. Luckily the courier eventually turned up the next day (after complaining yet again to Megan and Anthony by email). I should mention that I had tried to call on previous occasions and got a message that their phone lines were shut due to maintenance works ‘in order to compete with competitors’. This made me worry as it seemed impossible to get through to anyone. I think the only way I ended up contacting someone was going through the bot on the site as a customer wanting to place an order – they were quick to answer then! If you went through to try and contact someone about aftersales or a refund it was impossible to get an answer from anyone. I feel like the employees at this company are trained to lie.

I had an email I think around 5 days later informing me that the item had been received for return and I should hear from their accounts department within 72 hours. Again, I went through the bot on the site as a customer asking a ‘technical question’. I had a reply straightaway asking what they could help with and then said I was waiting for refund and that I needed to speak to someone urgently. I was told over the bot that they could see the case (how without an order number I do not know) and it would be escalated to a manager. So I waited and waited and sent numerous emails to Anthony and Megan and to the refund email without a response. I was just distraught by the whole situation – I was out of pocket £650 – I cannot afford to lose this amount of money. I had bought on a debit card and thought I had no protection however when I looked into Visa, they could actually help me (has to be raised within a time limit though so if you are in the same situation I would raise it as soon as possible). I had filled out a chargeback form and included all the evidence email trails, receipts etc etc and luckily Visa have put the money back in my account (unless it is disputed by DBC). They have no leg to stand on though as the money is mine – I had returned the damaged item within the time period and had followed all the correct procedures. I have reported DBC to Citizens Advice who have in turn reported them to Trading Standards. Further digging leads me to believe there is something fishy happening with this company – they have several companies in different names and it seems that the previous owner who I will not name on here has transferred everything to her partner who again I shall not name. More investigating has led me to find a Facebook post from someone regarding the recent director and some damage to a property (this post has recently disappeared….).

I feel stupid that I had ever ordered from them and I hope people just stop buying from DBC or any of their associated companies. It seems like the former director is living some sort of ‘high life’ so they can’t be doing that badly. Search them on google or Facebook and you will find them. I cannot believe anyone would do this to people. My advice is DO NOT MAKE ANY PURCHASES FROM THEM. Designer Bathroom Concepts, Luxpad Group, Designer Stone Shower Trays, Designer Radiator Concepts and Affordable Rads (the latest company) need to be exposed for the disgusting companies they really are. For Trust pilot - my order number was 7100324235.

I bought a basin for our bathroom from designer bathroom concepts (Lux Pad Group) over a year ago. The basin has never arrived. After countless emails and phone calls I decided to write a review to highlight how awful this company is. After my review the company contacted me and cancelled the order. I was satisfied with this however after another 6 months I still haven’t received my refund. DO NOT BUY FROM THIS COMPANY!

I have wasted so much time trying to contact this company who have not delivered my order and aren't facilitating cancellation. I have had to conclude at best they don't care about their customers and at worst, they are scammers.

I ordered a toilet and toilet seat from them on 29 April 2023 and confirmed delivery on 11 May but it never turned up.

I have tried querying where my order is using the online contact (submitted several requests here) but received no response. I have had one e-mail saying please confirm you have received your item and no further response to my reply saying that I haven't. Despite trying at least 5 times to use the webchat and query where my order is, it has has been terminated each time before I have reached no 1 in the queue. The only number I can find for this company or anyone connected to it does not work. There is no e-mail contact and, in breach of consumer law, there is no easy cancellation form (you just end up on webchat). I now don't have the items I need for my building contractors causing considerable delay.

This Company is connected with Designer Radiator Concepts and Lux Pad Group (all have the same director and registered office). I took a gamble based on the Review.io reviews without realising that they are reviews that you are invited to submit by the company eg those that are favourable.

Like many of the reviews here, this is not a company to be trusted. Their website says they do next day delivery, they don't. My parts took too long to arrive so I needed to return some of them. The refund process is painful and has to be done by email. They also don't refund the entire amount, and the agreed refund anmount would be around £60 less than what i had paid for them, with no explination given to justify this. I have received several emails saying there's been a delay in payment, and then another around 20 days ago saying the payment has been authorised and should be in my account within 5-7 working days. I'm still waiting for the refund, which has yet to arrive in my account.

My items were ordered at the end of January, I successfully returned at the begining of March and I still haven't received a refund.

*Update*
Good morning,

We are in receipt of your email which we do take very seriously indeed.

In this instance we recommend that you issue a Section 75/chargeback with your bank as we are not able to obtain any further details from our merchant bank concerning the trace of this refund, which we are also finding very frustrating indeed and are deeply apologetic for the significant inconvenience caused.

This is a very rare case but for this to be resolved as fast as possible this is our recommendation based on independent advice we have taken.

We will not dispute this chargeback for the amount £XXX.XX and as such this will be an instant credit back to your banking facility/card via your provider.

This is an extraordinary circumstance, but we feel we have exhausted every avenue by which to trace your refund and our facility is showing the refund.

If we can be of any further assistance during this process, please do not hesitate to contact us directly.

**Update** 31/05/2023
The company is trying to take down my review and are asking for further details from myself. They have all the details they need in their email system. Surely if the refund issue isn't common they can track down my order from the email i copied and pasted above.

I have received my money back via Section 75 with mastercard, but the investigation will continue for another 2 months. I don't want to jepordise the investigation if this company doesn't play ball out of spite, as i could lose my refund again.

Absolutely rubbish, take you money and deliver nothing and have no way of contacting company to find out what is happening, phone lines closed and chat is a simple bot which allows you to leave a message but no response so far.

Pay by Credit card so at least you can get your money back.

Interestingly the company only has one Director, not normally for a decent company.

Suspect they will be gone soon.

I ordered items only half came I have sent over 10 emails can not get a reply from anyone phone line says to email absolute joke

Purchased a Royo vanity sink and toilet unit from this company which is part of luxpadgroup.
I need a replacement part. Royo the manufacturer in spain have said I need to go through the supplier which is Frontline Bathrooms. They have said that I need to go back to the company I purchased it from which was Designer Bathroom Concepts. Their livechat doesn't work. No reply to phone calls and no reply to my emails. Grand total of £631.75 literally down the pan and it seems like there is nothing else I can do.
Not sure what to do.

DO NOT USE!!
Like many others I bought an item online only to be told that it was not in stock. Still have not had a refund from the company although credit card company have repaid me.
Live chat does not work, the phone has the most fanciful, meaningless message on it and emails just make excuses about why the refund not processed.
Absolutely terrible scammers.

I have read many reviews for this Company all complaining the have not received payment for goods either cancelled or returned.
I thought I would share an email I received today after 5 months of trying to get a refund.

Luxpad Group Refund
09:08 (9 hours ago) to me

Good morning,
We are in receipt of your email which we do take very seriously indeed.
In this instance we recommend that you issue a Section 75/chargeback with your bank as we are not able to obtain any further details from our merchant bank concerning the trace of this refund, which we are also finding very frustrating indeed and are deeply apologetic for the significant inconvenience caused.
This is a very rare case but for this to be resolved as fast as possible this is our recommendation based on independent advice we have taken.
We will not dispute this chargeback for the amount £139.70 and as such this will be an instant credit back to your banking facility/card via your provider.
This is an extraordinary circumstance, but we feel we have exhausted every avenue by which to trace your refund and our facility is showing the refund.
If we can be of any further assistance during this process, please do not hesitate to contact us directly.
Once again, please accept our sincere apologies for the inconvenience caused.
With the best of intentions always.
Best Regards,
Accounts Team

Hope this helps. The email address it came from was refund@luxpadgroup .com>
Roger Biggs

Disgusting customer service and keep your money without delivery the product

My original purchase on the 14th March 2023 was a shower tray. After receiving a confirmation email and delivery date I eagerly awaited as did my builders that were renovating my bathroom. The shower tray was the main component so that they could then fit everything else around it at the time. The delivery date passed, so I contacted luxpad group and Andy (customer services) confirmed that the item was out of stock and they didn’t know when it would be back in stock. I therefore was sent a like for like replacement which I chose and reluctantly had to pay a little extra for. After paying the extra I was given another delivery date only for this to also pass by with no shower tray. I contacted Andy again who passed on my query resulting in me being told that a delivery note had not been formally submitted to the delivery company. Another couple of weeks passed before I got the replacement shower tray from what I originally ordered, only for it to be the wrong one. I have since been contacting Megan (customer aftercare) at Luxpad group to arrange a collection date as I haven’t even take it out of the packaging only for different collection dates to pass by with no collection. I have three young children all under the age of six who for the past six weeks have not been able to use the bathroom facilities at our house. Instead we use our 80-year-old neighbours shower across the road, a couple times a week as we don’t want to burden him with the increase in electricity/water costs as times are tight which I think most of us can relate to. Shocking service and company that seem to employ a load of jobsworths, who couldn’t give a s**t about their customers! If the company is a scam, then I hope the scum involved get what they deserve.

Sent item back for refund at start of January 2023. Refund still not recieved despite proof of them recieving the items back. Customer service ackowledged that the refund is overdue however they keep making excuses as to why it has not been made. Absolutley useless. AVOID AT ALL COSTS.

Fraud company DO NOT USE how they are still trading I do not know. They do not exist. They are Thieves and take hard working peoples money
They ripped me off for the sum of £1700. Like everyone else they cancelled the order.
Fortunately I paid by credit card and my bank are in the proceeds of refunding me.

I’m afraid I must join the huge list of 1 start reviews. We ordered something, they then missed two delivery dates and then they cancelled the order saying we would get a refund. That was three months ago - now they don’t respond to messages or any contact attempts. Not sure who is giving them the 5 star reviews! I would avoid if you value your money.

Do not buy anything from this company, customer service non existing. I wanted to return a basin as it was tthe wrong size, they didn't turn up for collection the 1st time then after numerous emails they still havent refunded. On the phone they only deal with orders.

pi*s poor!!
ive been waiting for a refund since the 5th of january and its now mid april, i keep geting shugged off, being told it will be processed, Avoid this company !!!!

Please do not use this company, I needed a shower head for Christmas guests, the ad said delivered before Christmas, after I paid £147, delivery date was mid Jan, I cancelled immediately refund was approved, still waiting, no reply to numerous Emails, impossible to contact by phone, effectively stolen my money. be warned.

I purchased an item from this company in November 2022 and wasn’t satisfied with the quality, so I initiated the return. After a long and very painful back and forth communication I finally managed to returned a faulty item to them in January. Then I had to chase for a refund - and received an email that my refund request has been approved by their accountant team on the 1st March.
Well it has been almost 2 months since that email and I haven’t received my money back, and now they are not responding on any emails. I submitted 3 additional forms on the website trying to reach them - and nothing, they simply ignore.
This is the worries experience I have even had with online purchases, the company is simply stealing money from people.
AVOID PLACING ANY ORDERS if you want to save your money, time and nerves. I wish I checked the trust pilot reviews before purchasing anything from the Designer Bathroom Concept website.