T00aleta | Shower Toilets UK Reviews 72

You know when you see a great deal and wonder if it’s too good to be true. Well it is.

Ordered a toilet and frame with them saying it was in stock and delivery within a week.

A week later I start emailing. No response.

Few days later I try phoning. No answer.

Then I find the web chat and get someone who says systems are down. Product I ordered not in stock. But will send the frame ASAP. Already late and no sign of the frame.

Didn’t bother to email confirmation as promised in the chat.

Glad I paid with Amex, they will likely sort a refund and I’ll buy elsewhere.

Really hopeless customer service and I wish I had seen the other reviews here before I had placed my order!!

I have been a happy customer of Tooaleta for many years, so happy that I placed an order for two further Toto toilets and accompanying Maro d'Italia D 600 bidet seats just before Christmas 2020.

BREXIT intervened between placement of order and supply, and this caused delays that were not under Tooaleta's control. If I were reviewing the UK Prime Minister he would have zero stars, as would his recent predecessors. But Tooaleta moved mountains to ensure continuity of delivery.

I have had to use the extended warranty on my first Maro seat twice. That's fine, it's why I bought the extension. I bought it for my next two seats as well. They handled return warranty shipping well, both times.

I don't need any more toilets, nor any more bidet seats. I have often recommended the seat and toilet combination to friends and that they check Tooaleta out.

I can say with confidence that every member of the team I've met acts as if this were their own company, which is exactly how I would wish it if I owned the organisation. Sometimes one has to wait in online chat longer than one might wish, but the team is also very busy. They've surprised me by responding late into the evening, too.

I think it is a really bad customer service. firstly I had to chase them for my order status after about a week from making it- just only to know that they are unable to deliver “due to corona”. They promised me a full refund on the same day, and I had to chase them again after a week or so. Not even sure they made my refund now. not a trustable service.

Avoid at all costs
They provided us with the wrong toilet frame (and older model than we paid for) the wrong flush plate a faulty toilet 3 times and we have been fighting for a refund since September last year. Been palmed off with excuses and false promises everyday (say they will collect faulty goods which I’ve had to rebox and re-pallet-they never do) and they refuse to refund until the item is returned. The story changes in every email you get from them. All the comments I see here about customs, it’s just more of the same-repeated excuses no doubt in the hope that folks give up trying to get their money back because the cost/hassle or returning large heavy sanitary items is just too much.
Please do not be tempted by the fact they seem a little cheaper. They are not in the UK, despite what the website says. I understand they are in Slovenia. We had to buy a replacement toilet from a UK supplier (which arrived in perfect condition) after being without one for 3 months because of their behaviour. We are still £1700 down which was a large part of the budget for our project.
Tooaleta-give us our refund!

Update
we have now been given a refund for the full amount, however only after we had instructed our lawyer to raise an action for recovery of the money in Germany. I’m glad this is now over.

Update following Tooaleta response to my review

You sold us a faulty item, and we had to fight with you for 8 months, and pay legal costs to get our money back. That is unacceptable and we are still out of pocket because of that but I refuse to let other consumers suffer. You’ve even tried to claim to trust pilot that our review wasn’t real!
As with other reviewers, i am happy to provide evidence to anyone who asks for it of your changing stories re responsibility for collection of the goods and false promises. I have no interest in ‘spare parts, E-unit (whatever that is) or remote controls’ all I wanted was a toilet which was not faulty-but it’s helpful clarification for other consumers to see what your response is after all the hassle you’ve caused us.

Thank goodness you’ve exposed your own appalling practices. I need say no more.

Horrible experience with them. It took almost a month for them to start shipping my order. And when they do, they charged me import duty which was unexpected as I ordered it from the UK website! Just requested a full refund from them, but don't know when they'll pay me back!
Avoid them at all cost.

Edited to add reply to the owner:
No we have not been in contact almost daily. I made the order on 9 Feb, emailed you on 11 Feb, you replied 12 Feb saying you were experiencing slight delays but order would be with me by Thur/Fri next week. Emailed and called you on 19 Feb because there was nothing arrived. You said order would be send out on Monday. Another week past, I emailed you 26 Feb, only then I received an DHL message saying it's being shipped. So no we haven't been in contact almost daily regarding my order which was £1,729.88. You failed in customer service. I also had inquired about VAT before making the order on 31 Jan. You said you were able to dispatch from UK partner. So the import duty, yes, is unexpected. And no, import duty is not the same as UK VAT.

Just refund me ASAP please.

Update: Somebody somewhere must have pulled some strings as a Roca engineer called us to come and sort out the problem with our toilet. Whoever it was, we are very grateful, thank you!

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Terrible. Evitez cette societe a tout prix! Nous avons acheté une toilette / bidet Roca qui a arrêté de fonctionner après 7 mois. Tooaleta sans moque de notre problème, pas moyen de leur contacter et Roca sans moque aussi ... malgré leur garantie d'un an. Incroyable!

And in case you are reading this in the UK Tooaleta, your company is appaling. The guarantee is not worth the paper it's written on and we might as well flush it down a loo ... that does work! We spent 1700 Euros for something that is worthless. Shame on you on top of the rubbish that is going on! I can't begin to tell you how angry, disappointed and frustrated we are.

Don't buy from this company.

They sent me the wrong GROHE ceramic WC pan and despite numerous emails and correspondence, they have refused to collect
the incorrect item or refund me. So I am stuck with a heavy WC pan that I can't use and Tooaleta have just washed their hands of the error. I'll probably end up dumping the item and losing the money. Not worth the hassle.

Edited to reply to Tooaleta:

All I want, and still want, is to get a refund for the incorrect item you sent and have you collect it from me. That is all I have requested from the start - There has been no communication since December 16th.

Update:
It took them some time but they provided me with guidance and diy videos and i managed to fix my bidet. After some chat it seems that Brexit and Covid as well as lockdowns had a big impact to play on the delay and they had to deal with a huge amount of work.
I changed my review from 1 to 4 stars because:
- as a company they are legit (before and after the sale)
- i am satisfied both from the result and their support
- i am planning to use them again in the future both for products and its a super positive of them to have spare parts in their website and just in case you are not the diy kind, its nice to feel secured that they can fix it for you

Old review:
Avoid at all costs..
I bought a bidet from them on June 2018. Before buying i spoke with a "specialist" of them and i asked him when my warranty expires and i face a problem is there a way they can guide me in order to fix it on my own?
The response was:

"Within warranty we cover spare parts and return shipping (as we own the service for Maro Italia for most of Europe) We have customers from Australia and New Zealand who present the same issue, but so far with the help of videos they have been able to service it"
2 years and a month later the instant heater of the bidet became faulty. Its been 5 months as of today that i contacted them both in eu and uk website both using email and live chat.
On live chat they keep telling me they don't have any guide videos and it will be ready soon. Its been 5 months and nothing yet!!
If you want to have peace of mind when your warranty expires, skip buying from them.
As for me i bought two units from them, but never again. It seems that all they care about is make money by lying before they sell

I have bought from them in Septamber 2020,Shipment took time because of Covid and shipment situation.
I have recived my item and they send me additional shower as gift because of delay.
Thanks

Please see update below
If you are in the UK do not buy from this company, as they will not honour their legal responsibilities under the 2015 Consumer Rights Act. I bought a Grohe bidet-toilet seat from Tooaleta and within two months the seat broke. Under UK law I have the right the have the product replaced or repaired or to have my money refunded. UK law is very clear that it is not the manufacturer's duty but the retailer. In the event both Tooaleta and Grohe (despite the product having a 2year warranty!) have refused to do anything about this. If I had bought the product from a UK retailer I would have had my rights protected. Don't buy from this German company, -they want to sell in the UK but not treat UK customers as the law requires.

27Jan 2021
Jonas Mayer of Tooaleta has done his best since I wrote the first review, to help rectify the problem and I now have received a replacement seat. The problem was with Grohe (manufacturer) who denied all responsibility but in the end he managed to replace the seat as requested. I have therefore upgraded Tooaleta's rating to four stars. Thank you Jonas for your efforts on my behalf. The best indicator of customer service is what happens when things go wrong, and in putting it right, you have changed my mind.

Came across Tooaleta from because I was looking for a brand which is rare in U.K but I was hesitant at first to order from them as I could not find any review in U.K and had a previously bad experience with another company based in Germany. I decided to take the plunge anyway as we still had time until our refurbs start. Once I had placed my order I was having some issue to see my account so I sent them an email about the issue. They were very fast to reply & get it fixed.
Again I was trying to track my order but the online portal is not straight forward and this time I used the live chat early morning. To my surprise I got a reply that they'd look at this once in the office & get the info 30mns later. I'm very impressed with their support and some business like Homebase here should learn a lesson or two from them instead of using Covid-19 as an excuse for their poor online support.
Well done, I will definitely re-use them or recommend them. Thumbs up to Jonas, Jure & Tomas!