My Toilet Spares Ltd Reviews 

Needed a spare part for the toilet on Monday 23rd December with guests defending for Christmas day. Most places had already closed but MTS were not only open they had the specific item required. Called around midday and asked if they could express deliver and item arrived 8am on the 24th. Excellent service and response. Thank you Richard and the team at MTS.

I got hard to find spares in a reasonable time even during the Christmas period. Best of all the parts were correct thanks mainly to their good website photos and my diligence.
I get the feeling they tried hard to please and that's all I ask in the heady world of toilets.

I have ordered a part for my toilet on the 9th of November. Usually parts from the UK takes max 4 days to arrive to Berlin so I didn’t consider this a big issue.
I started contacting the support team around a week later when nothing arrived, since then I’ve been in contact with them and Richard from there support on a weekly basis is promising me that if I wait 7-10 more days it will arrive. I asked every time for a tracking number but apparently even for 9 GBP shipping (and this is quite a sum for a tiny part) they didn’t bother sending it via traceable post.

Today, a month later, I had enough and requested a refund. I have family coming for Christmas and I want my toilet properly fixed by then. Around 10:00 UK time I spoke to Kathryn from the customer service who promised me that as soon as Richard returns this afternoon.
As unfortunately I expected, no one bothered contacting me again so not only they never respond to emails, and as far as I am concerned never sent my order, when you call them they promise to get back to you and never do.

This is a very honest review of a victim of this company my order number is #1000012700 and the transaction ID 2MS88500VT8282436 for 30.77 GBP. luckily I paid via PayPal so I hopefully I will be able to open a dispute.

Edit 10/12: I find it even more interesting the company has replied on this review claiming I have been fully refunded, but they have refunded nothing. In the meantime I purchased the item with another company from which you get a tracking number and things arrive within 2 days. Amazing...

Edit 13/12: item still did not arrive. after opening a dispute with PayPal and escalating it for PayPal to intervene, I have got my money back. It is an happy ending thanks to PayPal’s buyer protection, nevertheless my time and nerves cannot be refunded so i recommend to be really careful dealing with this company.

I would just like to say that the customer service is second to none, I emailed after the part arrived as it was not exactly the same as what I removed, over a series of email after 8.30pm together we solved the issue and my miss understanding.

Toilet back up and running.
Highly recommended.
Thanks

I was looking for a part for toilet flush finally found in this shop and it shows the stock available and when I sent an email the man asked me to call and he confirmed the stock is available and ready to ship and asked me to pay right, i paid rightaway even tho it was very expensive, after i paid then my trouble started, there was no sign of any delivery and no confirmation when i will get, when i sent email there was no reply, called but hardly answer the phone, finally spoke to them and then told me the part was ordered from other country and it will take few days, i was shocked and asked but why you said it was ready to ship and said it was a mistake, it took almost 2 months i get it delivered after i constantly chasing and the items i received really poor quality the images, the price doesn't match with what i received, total waste and definitely avoidable

A TRULY GREAT ALL ROUND SERVICE.

Below is a copy of an email which I sent to MTS for a truly great service.

"Dear Sirs,

This is to acknowledge safe receipt of the toilet seat and fittings, this afternoon (well within your advertised time scale). Out of the 20 minutes spent from delivery and final fit it took at least half that time to unwrap it from its well insulated box!!! (However, as they say - "Better safe than never").

My heartfelt thanks for a great and speedy all round service (which includes my initial telephone enquiry).

Also it has put my mind at rest because I am about to go into hospital for hip surgery so replacing the seat was essential to me.

Furthermore, I will not hesitate to recommend you to others.

Kindest regards,

Roy Paterson"

I was looking for a direct replacement dual flush valve for my toilet that was leaking.
After messaging My Toilet Spares, they told me which flush valve I would need (there was a choice of different sizes). I ordered the new part and it arrived early the next day!! I had doubts before the new valve arrived because of the choices, but the one they supplied fitted perfectly, no more leaking water, job done!!
Thank you for all your help guys, would definitely use you again in the future and recommend your company to others.

No response yet to complaints
ebaths is a better bet

D Coulson

Ordered on a seat on Sunday and it arrived Wednesday. All the fittings present, prompt response via email regarding a query. Would use again without hesitation.

I placed an order with them and they charge me a lot of for a seat. after 2-3 days waiting for delivery, I received an email saying they don’t stock the item!!!!!!!!!!!!!!
worse customer service ever.

In spite of the carrier damaging my delivery 'My Toilet Spares' bent over backwards to rectify the situation for me and provide the parts I asked for. They were obliging and helpful over the telephone too.

I have ordered a toilet seat from My Toilet Spares on 16th September. I have been waiting for an email regarding delivery, without success. I thought I had better check their website and the so called "dashboard". When I clicked on "my Order" I was informed I had no order pending. This is odd as I had received an invoice and an order no. Not only that but money has been taken from my bank account already for this order! I have sent an email to customer services without any success. I have tried ringing the phone numbers shown on their website. No phones are answered. Is this a scam site and do I need to contact my bank to get my money back?
David Harris

Update - got a refund, by putting in a chargeback request to the credit card company. Remember if you don't get any joy from a supplier you can, for goods worth less than £100, put in a chargeback request if goods supplied were damaged, not as described or haven't been delivered. Typically you need to submit a chargeback request within 120 days of the transaction date. For goods over £100 you also have the option, if you used a credit card, of putting in a Section 75 request for a refund.

I ordered a replacement toilet seat (at about £130, so not cheap) and when I went to fit it found that someone had ripped open the fixings pack and removed some of the parts. They refused to do anything about it. Initially this was on the grounds that I had left it too long before checking the package. I pointed that their attempt to limit claims to a 14 day period using their terms and conditions were invalid, as the Consumer Rights Act specifically states (Section 31) that suppliers are not allowed to restrict their liability. They then just said it would be too expensive for them. I have tried to be reasonable by asking them to just replace the missing parts (cost about £15 retail, so presumably even less for them) not a completely new toilet seat or even the full fitting pack, but they won't budge.
Save yourself the aggro - go elsewhere.

Update.

Oh dear, oh dear, oh dear.

It looks as though whoever replied on behalf of Mytoiletspares is either confusing my order with someone else's or hasn't checked their facts properly.

I ordered my seat in June (early June, true, but still June), not May, but the right seat did not actually arrive until the second half of July, something mytoiletspares haven't mentioned in their response.

Read the story below and make up your own mind as to whether Mytoiletspares are fair to say that they hadn't heard from me from May to September.

As for offering me a hinge kit at half-price I am not sure why they had a problem with my request that they just supply the missing parts. Bearing in mind the full hinge kit costs about £40 retail but the missing parts I asked for cost only £7 retail, surely this would have been a cheaper option for them anyway? I even sent them a link showing them where the parts could be bought from at £7. Very hard to work out why they had a problem with it.

Anyway, the story of what actually happened...

A couple of days after I placed my order they contacted me to say they had given me the price for the toilet without soft close hinges and I would have to pay another £31 for the soft close hinges, which I paid on 5th June. I was a little bit miffed about this as I actually only needed new hinges, but had gone for a complete new seat as the cost I had been quoted for a new seat wasn't that much more than the cost of just the hinges. However, I persuaded myself that buying a complete new unit would be less hassle.

On 18th June I had to chase them, as the seat hadn't been delivered.

The type of seat I needed had been identified by Mytoiletspares from photos I sent them. Unfortunately, when the seat did eventually arrive it turned out that they had got the wrong size, so on 30th June I contacted them to tell them this. I sent the wrong one back to them and paid the cost of carriage myself, as although they had done the identification I thought it was a bit unfair to blame them for getting it wrong.

By 10th July I was able to get photos of some barcodes on the toilet bowl and sent these to Mytoiletspares so they could identify the right seat.

By 15th July I had, with help from another company, been able to identify the right seat and emailed Mytoiletspares with the details.

A few days after that the right seat did finally arrive, about 6 weeks after I first placed the order.

So not quite the case that I was sent the seat in May and they didn't hear from me until September.

To round off, just remember that under the Consumer Rights Act 2015 if you are delivered an unsatisfactory product you are protected for six months. Yes, after the first 30 days you have to give the supplier ONE attempt to repair or replace it, but if this fails or they refuse to do it you can reject the goods and ask for a full refund. Don't be fobbed off, and remember that under the Acts attempts to limit your rights under that Act by unfair terms and conditions are invalid.

Also remember that if you paid by credit card you might be able to use either the chargeback or the section 75 process to get a refund - chargeback is normally limited to claims made within 120 of payment.

Item ordered and posted next day.Arrived 2 days later well packaged.
This was great as I am in Guernsey, Channel Islands.

Ordered in afternoon arrived following afternoon fitted and back in working order by teatime great service thank you very much.

AMSTD FASTPART WASHER SV01967

ONLINE ADVERTISE NEXT DAY DELIVERY. DIDNT ARRIVE TOLD 2-3 DAYS ON PHONE AND WAS TOLD THAT IT DOESNT SAY IT ON THERE WEBSITE, THEN I WENT ONLINE AND IT STILL SAYS IT SENT THEM A SCREEN SHOT AND THEY SAID ITS FALSE, REFUNDED ME THEN RUDELY HUNG UP THE PHONE. TERRIBLE CUSTOMER SERVICE.

Appalling service, initially said I would receive item in 2 days when I didn’t receive they said it was out of stock. Eventually it arrived. Hinges for villeroy and boch toilet seat. My husband went to fit and they’d sent the wrong hinges. Like other disgruntled customers on here I returned them and they are now saying fittings were broke when they arrived back so no refund given. I have emailed advising they weren’t broken when they left us and if necessary they need to claim from Royal Mail as I returned in the same packaging sent to me. RIP off company. Next step small claims court if refund doesn’t materialise. I don’t care if it costs me more than the item it’s the principle of the thing

Appalling service. Clearly sent the wrong seat - non soft close instead of soft close. This cannot be identified until the hinges are fitted, at which point they say they cannot accept refund. When I went back to them to resolve it they told me they had sent a soft close and that it had been fitted wrong - which is impossible! The manufacturer confirmed independently that they had sent the wrong one but they still refused to accept it and suggested an engineer visit at a cost to me of £150! They then told me that even if they sent the wrong thing it's my fault as we fitted it - but you can't identify incorrect hinges until they are fitted.

My Toilet Spares were able to supply an unusual (non-standard) Italian toilet seat for which I could not find any other UK supplier. If I had been unable to obtain the seat it would have meant changing the toilet as all other available toilet seats were too small. So congratulations to My Toilet Spares. It took a little time for delivery (probably because it was non-standard) but My Toilet Spares kept me up-dated on the progress of the order and were very responsive to e-mails. I will use them again if needed.

Brilliant service. Bit dear but arrived ABROAD in 2 days. Great attention to detail to make sure it was right product. No frills but top quality. Top man.