PioneerBathrooms.com Reviews 348

I hate to leave bad reviews but this is one that I had to do. My experience has been quite consistent with the frustrated experiences here. I should have checked the bad reviews.

We bought a towel rail and electric digital element. Towel rail is very nice and it worked for two weeks before the digital element gave up. I contacted customer services who asked that we go back to the people who fitted it. We had the electrician return to check everything - all is fine except the element. We had followed the instructions as given. However, this is when Pioneer Bathrooms started to be difficult and drag their feet. They kept asking for more onerous requests etc to the point it had become too frustrating to deal with them. They were also quite rude in tone and once escalated to manager - they never got back to me. Quite amazingly poor customer service in 2025.

I definitely do not recommend this company! They use brands such as Heat and Plumb.

Bought a gunmetal grey sink tap and with 4 weeks of use it had a noticeable scratch. Advised them tap was not fit for purpose if going to scratch with limited wear and tear. We had been careful with cleaning and despite them asking how had cleaned refused to acknowledge there was an issue. Due to it being ok at delivery and install they did not agree tap poor quality dispite scratch to coating with 4 weeks. Not had an issue with any other tap in my house! Very poor communication with forwarded emails from senior staff refusing to deal with points made or consider replacement. Will not be using again.

Despite ordering two sets of different bathroom taps in December, only one set arrived. An email was sent by to say that the missing taps had been dlivered o nthe same day.
I have been in touch with the Customer Care about the issue and they apparently have a long winded procedure to assess the reason behind the carrier's failure to deliver. This is 6 weeks now. I have been very understanding but now getting cross. I have requested a refund but until the dispute with the carrier is completed there is no refund or replacement taps. Never buying from them again.

I ordered what i thought was a "delphi" arden bath mixer tap, but that is not what was received, and i will highlight the problem with extracts taken from emails between H&P [pioneer bathrooms ltd] and myself.

"You are in breach of contract as i ordered a Delphi Arden tap [which is shown on my invoice], but you sent another make by the name of Trisen.
After doing a search its obvious there is no Delphi stand alone brand of [contemporary] taps, but it appears its a name you have put to another manufactures products on your w/site, and i suspect i know the reason why.
This practice is misleading to the consumer.

Also, when i saw the image of the "Delphi" tap [on your w/site and shown on my invoice] i was pleased as it was an exact match for my sink tap, but when i received this Trisen tap there was no lip to the base of the pillars so it was not a match for the sink tap.
This is a misrepresentation of what the customer actually receives.

When buying "at distance" , as the consumer cannot physically inspect an item, we have to rely on the seller to accurately and truthfully describe the item, this has not been the case with this purchase.

Finally, this is the second time you have pulled this "trick" on me, the first time was 7 yrs ago on my original order, why have lessons not been learned?"

reply from H&P;
" 1 The manufacturer doesn’t allow us to use their brand name to advertise it online. Due to this reason, we are using the brand ‘Delphi’ product on our website."
my reply to (1);
"Rubbish! what manufacturer doesnt want their brand name being used to promote their products, its free advertising and increases their sales.
Furthermore, other sellers of this brand inform there potential customers of the brand they will be buying, therefore, not misleading the consumer.
Sorry, but i wasnt born yesterday."
note...other sellers happily use the brand name "Trisen"

" 2 After you raised this issue with us, we got back to the manufacturer and they advised would provide us with more accurate images to update our website.

my reply to (2);

"So, this clearly demonstrates there is a problem."
( to date, 14/7/24, the image and listing remains the same)

" 3 "Further to it, if you look at the dimension drawing on our website for this item, it completely matches the tap you have received."

my reply to (3);

"That is true, but its not the tap as illustrated on your w/site or my invoice, or as branded on your w/site or my invoice, its upto you to be truthful and accurate with all details, as when there is a problem its you i have to come back to, not the manufacturer."

Due to space confines this is a summery of the main points.

You might note that they have avoided making comment as to this being the second time they have pulled this trick on me.

This issue has been reported to trading standards, and i urge anyone else having similar problems with H&P [pioneer bathrooms ltd]to do the same.

Finally, nothing has been heard from H&P since i wrote back to them.

RED FLAGS! THIEVES OF THE ELDERLY!

My elderly father has been ripped off by this company and I will be 100% going out of my way to spread the truth.

It was heartbreaking hearing my elderly father upset and confused because he doesn't understand consumer rights, so I stepped in.

Luckily for me, I have a lot of connections within the plumbing industry & will be striving to ensure by word of mouth and via social media, friends and family and beyond are on high alert NOT to buy from this business!

A shower screen was purchased, it was delivered damaged / chipped but because my father didn't check the item within 48 hours of delivery, Heating & Plumbing or Pioneer Bathrooms Ltd are NOT willing to take ownership (because they have a photo of my father taking delivery from the delivery driver).

I asked staff member Mack "senior customer service" where are his morals?! How he would feel if his own elderly father was ripped off by a business that claims on their website "values the custom it receives". Mack didn't care. He sounded like he stopped listening 5 minutes into the conversation. He was too busy drafting a new quote on his computer screen, excitedly ripping off another unknowing customer.

Horrendous & disappointing. Please please Google search reviews of Pioneer Bathrooms Ltd before purchasing!!!

Stay away from these thieves.
One star is too many for these clowns!
I purchased a toilet which was already return by another customer. They know that the toilet was damaged and still sold it again. Now refusing to refund the money! Scammers!!!

We bought a bathroom cabinet that was defective. After a few weeks the doors swelled up. They blamed us instead for using a bathroom cabinet where there might be moisture! 🤨 They simply blamed the customer and refused to help us. Bad costumer service, bad product.

After developing a fault with a toilet and reporting it. I have been highly impressed with the service I have received from Pioneer Bathrooms, particularly Priya who dealt with the issue. Her initial response was within an hour and they had a replacement part to me within 3 days. I would not hesitate to recommend this com and will certainly be using them again.

After developing a fault with an item I purchased, I was contacted by email from an advisor shortly afterwards.
A big THANK YOU to Nikki Brown at Pioneer Bathrooms for her efficient replies to my emails, and resolving my replacement. Nikki was always assuring and positive with her replies.
Her emails are professional and well informed.
After every email I sent, Nikki would reply promptly with an answer or with advice.

Massive thank you Nikki
Keep up your good work and I wish you all the success you deserve.

Bought a shower that kept going wrong.
The company says the manufacturers won’t exchange the defective item although they gad sent out a replacement and won’t do it again for the same fault again.
Don’t deal with them they are unreliable and cheats.
Products cheap and nasty.

This company distribute products from China, and distribute orders from ManoMano (see poor ratings also). They do not easily accept returns, having a very poor customer service interface. The customer facing staff cannot make decisions on returns . They have to get agreement from Warehouse staff, who, do not talk with customers directly and pass on their views via the customer service staff. Sending out blunt short messages, without authorship or polite Customer addressing e.g. We will response in 24-48 hrs. They did send a return collection service email, then retracted the agreement saying it was sent by mistake. During this time the bath screen had been un-installed and they refused to collect or accept a return thereafter . Reason -has been installed, even though the fault only shows up after installation.Warehouse staff claiming it was an installation problem as a bottom seal was fitted wrong way round. Seal had been tried in all possible ways but fault was not agreed that a metal water deflector fitted on bath leaves 18mm gap and seal hieght and metal is too short (low) allowing water to bounce on bath edge up and under the screen seal in any position.

Radiator and valves. Excellent product, price and service. Swift and secure delivery. Support before and after sale has been exemplary. Chat in real time with staff as you browse. Pat you are a star!

AVOID - DO NOT USE -
Beware - they do not wait long to see if your in to take delivery, they wont try a neighbour, they have a policy to double charge delivery. Its very slick when they do this (template emails and money transfer emails set up in seconds of the missed delivery) so obviously do it a lot and make a good profit doing it.

Ordered a tap, took it out the box once, sent it back all within 14 days, didn't try and fit it, no tools anywhere near it. Charged £14 return cost (outrageous, they insist you use their courier) and then claimed I have scratched the tap based on no evidence whatsoever, they have now asked if I want them to dispose of it or send it back to me, refusing to refund me. I'd give no stars if I could. Absolute crooks. Check your items thoroughly on arrival and take plenty of pictures if you are returning something - they cannot be trusted.

DO NOT USE ! Who are these people heat and plumb or pioneer bathrooms they use both names!

I wanted to send a towel rad back as was far too small BUT I had to pay the cost to get it back I was quoted £20 then I was quoted £30 just to return it I finally got the £20 quote and they took this money once they received it back off of my refund.

Manish was not much good at all I would advise you not to use this company but instead go to your local business and purchase there. I went to a bathroom store in Welling if your in this area they were fantastic and I got just what I needed for over half the price so I wasted £20 going to heat and plumb or pioneer bathrooms ? Who ever they are !

Bought from Heat and Plumb, a trading company of Pioneer Bathrooms. Absolutely shocking company. Quick to take the money and MONTHS later, still no products. Dreadful so called service! Many excuses along the way and stories that contradict each other! Constant promises broken.
Only resolve was to take them to court to get my money back which I eventually did!!

Ordered a complete bathroom from Heat and Plumb, costing around £1987. Did it over the phone and arranged for delivery on a specific date. Have so far had five separate deliveries over a period of three weeks, none on the actual specified date. Items that were in stock on the day of order and payment seem to have gone out of stock. Despite contacting them and having one item refunded we are now having to wait a further two weeks for the final unit to arrive, delaying the installation further, costing us more on retaining the plumbers. When I requested an in stock item for the same price I was told I’d get a £5 difference!
To say I’m angry with them is an understatement and I will never recommend them.
They don’t respond to support emails and won’t talk to me on the phone, too busy or no manager available. Having spent a sizeable chunk of money, I’d expect much better service than this.

I've ordered various items (shower enclosure, mixer taps, etc.) over the years from their heatandplumb website and never had any trouble. Delivery may have been a bit slow sometimes (well, 5 working days), but other than that, no issues, all well packaged etc.

AVOID at all costs took our money never received goods. Then denied ever receiving order even though week before they were ‘chasing the courier’ to see when it would be delivered. Luckily paid through PayPal who got our money back. Please don’t use if it wasn’t for PayPal they’d probably just kept our money

I bought a "touchless" RAK Sensation toilet from this company's ebay shop.
They seem to trade under a lot of names including heatandplumb.com, and made rather a fuss when I left this review on the heat and plumb page, even though their ebay page is called heatandplumb. Go figure!......so I'll leave it here instead to make them happy!
Item was listed at a certain price, listing was then changed BEFORE my item was dispatched for a cheaper manual toilet without the "touchless" option at the same price. The company obviously realised their mistake as they dispatched my item AFTER changing the listing for the inferior model at the same price. This was not an honest mistake. I was advised the touchless model was out of stock for about 2-3 months. I advised them I would be willing to wait but they refused and refunded me. Dishonest and dishonourable company. Trading Standards are opening a case for breach of contract. Never again! My 6 figure customer number is PIO002