Bathroom Village Reviews 

There was some negative feedback regarding bathroom village which was slightly worrying prior to the placement of our order for our Burlington bathroom furniture. Our one issue (relating to a manufacturing fault with the item, not the service provided) was resolved within hours having been dealt with very well by Vicky. Very happy with the service received,would recommend.

I suspect on a normal day when the item is in stock and delivery is successful this company would provide a service to satisfaction. What I noticed having seen other reviews and then compared to my own experience is that if something goes slightly wrong there is absolutely no contingency plan or due process to follow up an issue with the customer. My personal experience involved an item B.V don’t keep in stock. Instead the item is delivered from the manufacturer. It has been over 2 weeks since a failed delivery attempt, 3 separate phone conversations later they have agreed to issue me a refund. The whole process of reordering a delivery is clumsy and infuriating. Apparently the process to redeliver is for B.V to send an email with a specific date in mind to the supplier and then anticipate them following through with the request. This process is not only old fashioned but let me down as the item was never redelivered. On two separate occasions I have waited at home during a working day and both times no delivery attempt was made. I call customer services and I am asked to provide yet another ideal day for delivery. No appreciation for the inconvenience this caused and not a whiff of an apology despite being as diplomatic and polite as I could on the phone. Never again.

Great service, fast delivery, great communication. Couldnt be happier.

Seen the item i wanted on the website, but decided to order in store. On fitting there was a part missing which was swiftly sorted by the sales guy. Highly Recommended

Don't use them. They have no stock, they take your money right away, they use their suppliers to deliver to you direct and they don't follow up your order, they let you down on delivery and when their delays have caused a problem they happily quotes their 'conditions' to avoid offering any customer service.
I ordered a basin tap on 12th Dec with 5-7 days 'normal' delivery. It transpires that Bathroom Village don't hold stock of any items shown with 5-7 days delivery. They don't order the products from their suppliers until they receive an order and payment from a customer and then the supplier delivers it direct to the customer. They have no control over anything - stock levels, quality, delivery or service. Their supplier was out of stock. goods were expected mid Jan and should be delivered to me w/c 21st. I agreed to go ahead only if goods were delivered w/c 21st at the latest. They missed the delivery date but they didn't know because after they took the money they took no further interest in my order. The delay was inconvenient and it was difficult getting a plumber to fit the taps. I now find that I need the larger tap in the same range. Bathroom Village have refused to exchange the taps. They have pointed out that their rules state that goods can only be returned within 14 days. They mislead me as they didn't have stock, they missed their own delivery date on which my order was conditional but they are completely inflexible in offering any customer service which might acknowledge and go some way towards mitigating their own poor service.

Here is a copy of my email to the Cheltenham branch (which I have not received any feedback on) which explains everything -

Hi XXXXX,

As you probably know, the toilet was never delivered and as we had the plumbers here last week, I had to drive to your Cheltenham branch and collect one you had in store (ex-display) and fit this as I couldn’t hold the plumbers off any longer. It’s been fitted but it had a chip in it and like I said, we had no choice but to fit it as the plumbers were here. I didn’t notice when I collected as a member of your staff carried to the car and put in the boot.

I’m just writing to express our disappointment and, having paid £29 plus VAT to have everything delivered, we had to collect ourselves.

It would be nice if you could offer some sort of reimbursement but I’ll leave that to your professional decision.

Regards,

Richard.

They've refunded the £29 since the above letter.

I never write company reviews but my experience with bathroom village is so awful I had to share to warn others.
They delivered a shower tray to me later than agreed, I read the delivery note which listed the correct tray and the guys I hired lifted the tray in for me. I unwrapped all the packaging to find it was the wrong one. It's now weeks later and I finally received the right tray, lots of lies about when it was coming, who had it - warehouse or courier etc but now I'm still arguing with them to pick up the wrong tray they've abandoned. I have to continue hound them. They want me to lift it (around 50kg including the pallet it's on) which would mean me hiring two men once more, to 'the kerb' or wont pick it up. All because of their continual incompetence. Beyond a joke of a company.

Ordered 2 demisting cabinets, one of which had an electrical fault which we only discovered at installation, a couple of months after delivery. I expected the usual hassle getting it sorted out but the customer service from Vicky was extraordinarily good: email replies pinged back within minutes of mine, speedy collection and checking of the faulty cabinet, which was replaced promptly by the manufacturer.

An utterly painless experience!

Terrible terrible terrible. Ordered 2 products. One was out of stock so i received a refund and ordered it elsewhere. The second product was apparently in stock. It took about 4 weeks to deliver it - that's with me phoning and emailing on a weekly basis as I needed the tap urgently. Then apparently it was delivered. Yet I never received it and neither did my neighbour who apparently signed for it for me (although wrong name given). I'm betting I get a response to this saying they can't find any record of my order. Avoid this company at all costs.

Purchased a crosswater shower enclosure they informed me they don't stock item and they order in, they confirmed it was being delivered by there supplier the next day, then would be sent to me, after 1 week still no enclosure, so I contacted, to be told it was no longer in stock until the 8tb of Feb, I've aggred to be refunded, but still not received my £480, very poor way to do business.
DO NOT DESERVE CONSUMER TRUST

Ordered toilet seat expected it in 4/5 days phoned for updates several times after 2 weeks of no help then told it would be at least another 2 weeks so cancelled order now 17 days after cancelling order still not yet received refund

I ordered a shower tray (Simpson 25mm Rectangular Stone Resin shower tray) from bathroom village on 24/11/2018, it was supposed to be delivered within 5 to 7 workings days. When I called to get an update 10 workings days later , the customer service told me I should read the terms and conditions it say 5 to 7 workings days but if I read the terms and conditions it says it can be longer .....Seriously. And she was so rude and hung up the phone. "Customer service they call it "Now I get delivered and there was no waste which should be included. I called them back, No apologies!!!!!! , they will check at the warehouse and that can take another 5 to 7 working days to get the waste (let say 10 to 15 workings days as per terms and conditions!!!!.)Very disappointed with the whole process and the customer service is just unacceptable.
As this was not enough, the shower tray is defective with protrude around the hole. I notified this to the customer service and sent pictures and I have been replied that there was not defect so I have to return it at my own cost. It just ridiculous.
Now I call them it is just the answer machine wandering where they are all gone. Very poor customer service, unprofessional stay away from this company. Rubbish!!!!!

Alarm bells started ringing after a couple of days with no contact following order confirmation. Call up to find that they don’t have the stock and delivery would ‘probably be by the middle of next week’. At least 10 days to deliver 2 sets of taps that many other company’s are selling at similar prices is not good enough.

The company takes weeks to process refunds. I placed an order online and cancelled it the day afterwards when I discovered an item was not in stock. I phoned them and cancelled the order, which they confirmed they would process immediately. It took near 4 weeks for the money to hit my account. There was absolutely no dispute about the refund, the company simply held onto my money for as long as they possibly could. I see from other reviews that this is a tactic of the company so be aware!
RESPONSE TO BATHROOM VILLAGE - It was definitely you guys, no doubt. The reason you don't have a record of my order is because your systems are terrible. Even after I cancelled the order and finally received a refund, you then attempted to send £300 plus worth of goods to me. When I phoned you to let you know of your mistake you had no idea that I had cancelled the order and been refunded. But for my honesty, you would have lost out on those goods (order number ~2494 - Burlington pan, seat and tap. Eve dealt with the refund. She was great!).

AVOID.

I placed my order. After 2 weeks of wondering where the order was (and 2 phone calls chasing them) The courier phones me. They do not offer weekend delivery. They do not offer a timed delivery service. So basically, they will deliver whenever it suits them.

This is not the courier's fault, they can be flexible, but bathroom village is not. They are drop-shippers. Once you place your order and they have your money they do not care about your or your order. Dealing with customers is a pain for them, they simply do not care and that shows in the way they talk to you on the phone.

I have asked for a refund. I am having to hire a debt collection agency to get the money back from them.

Avoid avoid avoid avoid.

I recently bought a full ensuite set through this company from the Roper Rhodes range, I found them through google having first priced up parts at local stores. The prices were very competitive saving me £1000. I was nervous buying online however this being an actual store with a web presence rather than a web warehouse in my opinion is the way to go. I called up and dealt with Mike the store manager, absolute pleasure. He gave great advice and had everything couriered up to me in the North East. All arrived on time and package appropriately to avoid damage. Couldn’t have asked for more, highly recommend.

We bought a bath, shower screen, toilet and toilet seat from the Exeter branch. Mike Wicks was very helpful. He has supported us through a difficult issue with our builder - who chipped the brand new bath. As a company they definitely have compassion and value the customer, not just purely profit. We are very happy that we went with them and would certainly use them for our bathroom renovation in our next house if we ever do one!

Ordered 3 Merlyn shower trays August bank holiday Monday, received telephone call from Simon on Tuesday to confirm receipt of my order and informed me of delivery process (they should receive trays Thursday and once checked would despatch to delivery company who would be in touch to arrange delivery to me the following week). I received a telephone call from Mark of the delivery company on the Friday who asked when delivery would be convenient to me. I asked for Monday. They were delivered Monday afternoon. The delivery driver is scheduled to wait 20 minutes whilst you check the order. There was a microscopic mark on one tray, but not enough to return it! Packaging needs improvement, but overall I am extremely happy with the service and would not hesitate buying from Bathroom Village again. I was initially concerned ordering from them as the Trustpilot score was 4.5.

Utterly useless. Ordered item that isn't available anymore. They didn't contact me to let me know. When I contacted them (nearly 2 weeks after making the order) they couldn't give a monkeys and now I'm told I have to wait up to 30 days for a refund. Staff are not polite and clearly do not have any customer service training.

I have 4 bathrooms to renovate and I won't be using them again. t

We bought a bathroom furniture from them online. Out of 7 items 2 were faulty and 1 had incorrect bits. We contacted them just before Christmas to arrange warranty replacement. Unfortunately they were unable to do anything until the New Year as apparently manufactureres were closed during that period. Now couple of weeks later we are still waiting for the replacements. They want to save money on shipping so they will not ship the items as they are available and we need to wait for one part. They guys in the Plymouth office don't seem to be worried about the grief they cause by delaying it. Think twice before using them.