Bathstore Reviews 20,369

Initially things went really well with the consultant at Bathstore Streatham Vale. Until there was a problem. It would then take days to get a reply from them.

The first problem was when the builder discovered the bath was damaged. (Warning - remove all packaging as soon as a product is delivered - we just asked the tenants to check items were there). When we managed to get in touch with the store consultant she said her system showed a replacement bath would arrive a couple of days later (while the builder was still onsite). Having to do further investigating ourselves with DHL on receipt of an email from them with a different date, we discovered it would be delivered on the day the builder finished the work, so way too late. As a result, we had to quickly source another bath, a hard task in the era of distribution centres (few stores have stock on site).

I immediately emailed the store consultant (you can never get through by phone and I now know it's important to have a paper trail) to inform them we had to buy one ourselves. But it seems like she couldn't stop the delivery, even though it was a few days in advance, and the replacement bath arrived on the date DHL, not the consultant, had told us. Getting this collected was another big hurdle that the tenants kindly navigated.

But we also needed to return the bath panels (the only bath we could get was larger). I had thought Bathstore would arrange for the panels to be collected at the same time as the bath but was informed that they had come from a different supplier so had to be collected another time. More hassle for the tenants.

I could go on about the issues trying to get in touch with the store consultant and the to-ing and fro-ing between the Bathstore Customer services but I don't want to put the reader through the frustration we went through.

Getting the refund was ANOTHER hurdle which has taken 4 weeks and only happened because I threatened them with a lawyer's letter.

And to this day I still haven't got the requested final invoice itemising the goods we actually purchased. Instead we have just the quotes, which changed before making our final purchase. We've had to make do with an invoice from Homebase, with just the final amount! And there is another problem - Homebase take no responsibility although the invoice is on their letterhead.

Before Bathstore moved over to Homebase stores I used them for another bathroom refurb and that experience was really good, hence me returning to them. I will never use them again.

NB. A suggestion for Bathstore to take note of to improve their customer service at the time of purchase: it would have been helpful had the store consultant explained to us when we placed the order that some items would arrive separately and the dates of delivery. This would have saved us a lot of angst and emails to the store consultant.

Ordered a sink and vanity unit. The fixings for the former were not included. Numerous telephone conversations later, none of which were initiated by Bathstore, and in which some of the staff felt that the fixings could be provided whilst others maintained it would be necessary to send a whole new consignment. The fixings or a complete new parcel did not arrive and after a month of dealing with these people we cut our losses and requested a refund. Even then Bathstore seemed to want to refund the cost of the items and not £30 delivery charge. This had to be contested. When I explained that we were being charged for the delivery of a useless product, the company offered a £30 voucher. When I said that the value only covered delivery costs and that we had no intention of patronising Bathstore in the future and didn't want to have to spend £30 there, we were offered a £12.50 cheque. There was no explanation of what had happened or indeed reassurance that other customers wouldn't experience similar levels of quality and service. Consequently, I find myself unable to recommend this company and would instead suggest a very wide berth.

A wasted and (with current petrol prices) costly, 9 mile round trip on a tediously hot day.

I made a special trip to Bathstore in Chatham (Homebase) only to find it was closed, even though it was advertised online as being open.

What a waste of time!

If the store is closed, then the least Bathstore can do is update its online opening times accordingly 😡

Lively bath ordered from the local bath store in our Homebase

After an absolutely shambolic delivery service, including 3 wrong/non deliveries of my bathroom suite: toilet, cistern, sink and pedestal, shower and valve, I still have an incomplete bathroom. I ordered the Whitechapel toilet (£420) that does not mention an off white/cream wooden toilet seat nor does it show one like this in any of the online marketing photographs yet I received an off white/cream wooden toilet seat as part of this order. I raised concerns regarding this seat and the shambolic delivery service on 23 June and to date (3 July), I still do not have the correct toilet seat as shown online. I was informed last Wednesday that my query had been fowarded on to management but I have not heard anything since so I have a toilet without a toilet seat...I did receive a partial refund for all the inconvenience caused, for which I am grateful, however this inconvenience continues. Can you please just send the correct toilet seat as shown online, Bathstore.

We purchased our shower enclosure from Bathstore 4 years ago. In less than a year it had to be replaced because the chrome finish started to corrode. The replacement is no better and the chrome finish is peeling off. It looks as though we have had the shower for years and I feel embarrassed by its appearance when friends stay. I am not prepared to pay someone to fit another replacement so have decided to let the cubicle deteriorate further and buy from another supplier.

Lovely, excellent quality bath, delivery good, very pleased and great price.

Janos was amazing! We ordered two bathrooms via Janos in the Harlow branch and was really pleased with the service provided. He did a home measure, along with advising which products would work in what area, including a complete design change. I had a few faulty items but Janos was happy to refund and order new items. Based our new bathrooms, Janos has since helped friends with 5 new bathrooms - would recommend and rate him to anyone looking for a new bathroom!

Regarding Bathstore products - bath panels are extremely flimsy, so order these from somewhere else where possible!

Very happy will recommend to grand daughter who wants to sort out bathroom!!

Terrible service from delivery company and no help from bathstore customer services. Would have given 0 stars if possible

Great service by Matt, beautiful bathroom choices, lovely showroom clean and nice.

Went to Bathstore in the Homebase Bridgend store and were greeted by 2 lovely team members in the bathroom showroom. They were extremely helpful and even showed us what our bathroom would look like with everything we would want. Extremely helpful with the planning stages and the bathroom fitters they had recommended were top class and very well mannered. I would recommend Bathstore to friends and family without hesitation . Good customer service , excellent professionals who know their job, and value for money.

I have had the worst experience ever since buying from this company. I am not an expert on bathrooms or plumbing. This is why I went to the Enfield showroom to have the “experts” pick out everything for my bathroom (Washing basin, Tap, Extractor fan, WC frame, Wall hung pan, Toilet flush plates, LED mirror etc.). It has now been 4-months since I made this purchase and my brand new bathroom is still not up and running. When I went to visit the Enfield showroom just weeks after placing the order, it was shut down so I’ve had no one to go back to for advice or to complain. I tried calling the head office who did nothing and then visited the Haringey store several times, but they were very unhelpful and rude.

The issue: The “WC Frame 820mm DualFlash” seems to be incompatible with “Falcon wall hung toilet pan inc seat kit”, which I paid over £400 for collectively. I then went and paid £300 for Mode Tate wall hung toilet pan from Victoria Plum. The fittings that came with the frame you sold me has to be faulty as its not working with any toilet pan I buy. I’m so close to having to tear out my newly tiled bathroom to get the rubbish wall frame out from behind. It’s going to cost me thousands.

- Initial order - the toilet was out of stock but still ordered - no delivery notification arrived for 7 days - when we contacted the local store operative, Janos Orsos, he then explained this and ordered a different toilet. There was no follow up from Janos to check that the intial order had been successful, it was not until we chased this that any action was taken to rectify and complete the order.

- We then had to wait a further 7 days for delivery and items had to be stored in our house until installation could begin.

- this threw out our fitting timeline as the fitter then had to complete another scheduled project before starting on ours

Upon fitting:

- no bath plug was ordered - we were told this was part of the Aqualisa Quartz digital Smart shower system - as described comes with a bath filler kit which was told to include the specialist plug - none of this was included - see this link for more detail Overflow Bath Filler Rise DCV | Bath Filler Waste | Aqualisa

- the Aqualisa Quartz digital Smart shower system arrived pre-assembled with cables connected - these were incorrectly connected and caused the pump to not work - all cables had to be removed and replaced in correct ports before correct operation

- the supplied bath filler overflow leaks when connected to the bath drain - water backflows into the very flexible overflow piping and drips continuously when draining the bath from either a shower or bath (has not been used yet due to the issue)

- it appears that the integral “bath fill kit” including the plug was not included in the order despite this being integral to the bath filler and overflow system - this was the cause of the leak

- the supplied "universal plug for basin" leaks - water will not stay in sink when the plug is "closed" and then leaks from the underneath as water drains

- pre-fitted flex for basin mixer tap leaks continuously and has had to be closed off

- pre-assembled "flowmaster" concealed toilet cistern overfills and water flows continually into the pan - I had to get up at 3.30am on a workday to turn of the cold water feed to the cistern in the dark to avoid wasting water and stop the incessant noise

- there are no connectors for the cistern to the toilet pan despite this being sold as product from bathstore - why are products from one supplier not sold with the appropriate connections?

- toilet flush button is not recessed as designed/described and the thread on it's screw is too short to attach to the internal fixings

- no toilet pan connector was included with the unit

- all units, despite being "made to measure" following the 3D design consultation, then had to be cut with specialist tools to fit the counter top, sink, kickboard and side panels - this has compromised the finish and the water sealing properties of the units

- our fitter (who has fitted many bathrooms from a range of suppliers including Bathstore) said he had never had to use such a huge range of specialist tools to cut and fit the units. He has described them as more like kitchen cabinets than bathroom units

- the internal shelf for the sink cupboard is approximately 200mm too short to fit across the cupboard space and is useless

- valves for the towel rail were supplied as straight valves but corner valves were requested - when attempting to swap these were told that the store did not have them or anything like them

Our fitter has had to spend an additional time on site to complete the workarounds and fixes to faulty goods you have supplied. He has also had to spend considerable sums to replace parts or source parts that were not included. See the attached invoice and receipts for additional work and purchases.

I attempted to resolve this with Janos Orsos who was rude and unhelpful. When my fitter went to the Bathstore in Harlow Homebase to ask questions, Janos was unable to answer them and seemed to have no knowledge of the workings of the products. He was fully aware of the fact that a number of fixings were not included yet when he spoke to the fitter he did not check they were aware of this. He then stipulated over the phone that “it was a fitter’s responsibility to ensure all the fittings needed were purchased”. However I question Mr Orsos’ competence and understanding of his job as he seems to have no familiarity with the products other than how to place them into the 3D design program and "sell them

Told delivery between 1 5 pm waited no joy phoned dhl no joy Homebase no joy then bathstore total time nearly hour still no joy or order
Don’t buy from these cowboys

See no point ordering from here unless you are under 0 time constraints. Consistently delay your order, then when it arrives it'll be broke. (Sink was cracked to pieces) bath was delayed by a month, which completely missed the bathroom installation date. Oh and if you phone them up, good luck speaking to someone who speaks English. Would give negative stars if possible.

Wouldn’t give this company 1 star.
Nearly 7 years on we’re still having problems with a shower they fitted. Given up up contacting them. Little in the way of compensation for the £10000 the bathroom pretty much cost us all in. Shocking customer service, awful fitting

Oh dear ... what on earth has happened to this company?

I visited the bathstore within Homebase, Maidstone and it was an absolute hole. Tickets missing, broken displays, lights out, empty bays, a male member of staff just sat at his PC and not even acknowledging people. There was absolutely nothing inspiring about this place.

Years gone by bathstore was vibrant, clean and crisp, buzzing and a great place to shop.

Reading the reviews it seems like the issues only start when you walk through the door and continue on and on.

Such a shame it has become yet another company which will undoubtedly disappear from our streets.

The Bathstore as a company are not honest to customers. I have been informed The Bathstore went into administration in 2019 and has now restructured. The Bathstore brand now seems to be managed by Homebase . I ask the question what is the CEO Damian McGloughlin of Homebase and Bathstore doing to compensate customers who have paid a warranty back in 2019, which now fails to covers broken or faulty parts ?.
The Bathstore excepted my order in 2019 knowing fully well they were going into administration , they did not disclose this fact when I made my order, even though I questioned their lack of bathroom tile availability. The Bathstore also did not pay the fitter who was contract by the Bathstore to fit my bathroom. This is a disgusting corporate failure to honor a contract . This is my money they have taken and Bathstore did not pay the hard working bathroom fitter. The fitter did an excellent job fitting my bathroom, yet the Bathstore never paid him a penny for his labour ??? The Bathstore is now under new management by Homebase yet they have taken my money and NOT paid the fitter. This is fraudulent and not fulfilling my signed contract . I have tried to claim compensation so The fitter can be paid, yet The Bathstore are totally unhelpful, (after one year) the cartridges in my taps have broken, the shower head broke . Paint eroded off the cupboard door handles. I would not recommend the Bathstore and their lack of customer care, as for not paying the fitter this is clearly exploitation and discrimination against freelance contractors .
I am a very unhappy customer .