Bathstore Reviews 20,369

Absolutely terrible level of customer service. WC arrived 3 months later than the original date (Jan 2020), then was broken. Took a total of 3 hours on the phone (waiting to get through) to arrange a return, which took place in March. The 'refund' cheque was sent out apparently in April, despite the fact i paid with an online payment. It never arrived. I have chased and chased and chased, no reply, then single line email saying my refund has been processed. No information on when/ by what method, no response to my request to ledge a complaint. 9 months after purchasing this item I am still awaiting a refund, I will NEVER use this company again and I advise you not to as it is a complete headache. Find a local bathroom shop and shop local - disaster and they are intentionally withholding my money.

Please do not buy a white gloss finish they will turn yellow after a couple of years very poor quality!

Shocking service, I appreciate businesses are going through a difficult time with Covid, but that doesn’t excuse quibbling over missing items, and they won’t even look into the issue as the Covid lockdown takes us outside the standard terms and conditions of 30 days to report issues.

Garbage, terrible quality products. Cheap fittings, had to repair the cupboard door twice myself as the first time they did a bodge job. Administration couldnt have happened sooner. Good riddance to the cowboy company.

Hi i did put a bad review on this company but in fact it was a packing error on their part they did send me the right colour unit, The packing company they use put WRONG coloured labels on the boxes so in all fairness i would use the company again as they were chasing the people that packed the item,so thanks for sorting this and updating it was there mistake but its all sorted now.Thanks Jordan..

We purchased a bath from bathstore about 12 months ago before moving in our first house. It is an L shaped one and on the curved edge we currently have 6 chips!!! All the same shape and similar size, they started to appear after a few months but we presumed somehow it was us...then they continued to appear. Nothing that we have in the bathroom or take into the shower/bath could make these chips. Now there are 2 large chips near to plug hole...we are absolutely bewildered of how this is happening but after seeing other reviews in seems to be common. £1000 bath in an entirely new bathroom has lasted 12 months. Ridiculous.

I have not had a good experience with Bathstore. I placed my order on April 7th, expecting it sometime around the end of April / beginning of May. It is now the end of May and I have recieved nothing.
Despite trying to email customer services numerous times they do not reply.

Stuck with a Bathroom cabinet that we cannot put together.
Wrong fixings sent with unit. Contacted Bathstore who advised they cannot send replacement fixings and said they would send a whole new cabinet. All good so far!
Nothing has arrived and they are not responding to our emails and there is no customer contact number.
Terrible customer care.

Bought 1000mm shower enclosure for a 1000mm shower tray
The adjustment on the door and side screen is not enough to let them fit the tray (Over hang the tray)
They were of no help to me
Please be very wary of purchasing anything

Since my last review Ive been to a proper plumbing/bathroom specialist here in Maidstone. He told me that not a week goes by, without someone coming to his shop and bitterly complaining about BathStore.
Ive counted now that I sent them 16 emails and called them 12 times, and no proper reply. Ive purchased a new shower head which was far , far better quality than bathstores, and at 1/3rd the price!!

A full bathroom suite was chosen and a quotation was printed off to the amount of £2356.80, which I paid immediately by card. The manager then printed out an invoice and unaware to me had missed out 2 items totally £632. Upon delivery I noticed the missing items. I contacted the company by email over a month ago. Maureen who was dealing with this could not seem to grasp my over payment, even though all documents were scanned and sent over. Last week I received an email from Homebase stating my refund was on its way. It never arrived so I contacted Maureen again who seemed to want to start from scratch again, asking if i had received my order!!!! What an absolute farce!!!! I then stated I wanted someone from management to call me... I also want the items collected as this is an utter joke. Obviously no one has called despite my repeated requests. I was then informed if I wished to return the items they were not collecting at this time due to Covid. I then argued if I am still able to order items online and have them delivered why can't items be collected? So are Homebase/Bathstore worried about going out of business so there not refunding or collecting?? As a front line nurse I've saved a long time for this bathroom and to be treated like this is AN ABSOLUTE DISGRACE.
AVOID THIS COMPANY AT ALL COSTS OR YOU TO WILL BE OUT OF POCKET!!!
READ ALL THE OTHER REVIEWS

UPDATE.... ALMOST 3 MONTHS SINCE I EMAILED ABOUT MY REFUND>>>> STILL NO REFUND BUT A BUNCH OF LIES AND EXCUSES OR NO RESPONSE TO MY EMAIL.

BANKS SHOULD STOP ALLOWING BATHSTORE TO HAVE THE FACILITY OF CARD PAYMENTS AS THEY ARE UTTER LIARS AND FRAUDSTERS

Still awaiting a collection date from 2 weeks ago now just had my new bathroom delivered and its full of SCRATCHES no covering on the gloss units asbolutely disgusting. Cant contact anyone via phone just email which you never respond to. I have taken all tiles of my wall and the toilet out ready for this to be fitted TODAY!!!!!!!!

These staff in Lakeside branch were a bunch of liars. At the time of purchase the manager and workers all promised a 5 year warranty and that "if there are any issues with the product in this period we will replace it without problems". Lo and behold, when within a year issues arose such as the white top peeling off they blame the fault on lack of drying and the T's & C's conveniently says they can change the guarantee time as they wish and everything is at their discression.... I have another issue now with another bathroom I bought at the time too. Lets see what they come out with now, but I would never trust or recommend this company and their staff.

If I could give 0 stars I would. The poor experience started from staff the bathroom fitter arriving to fit bathroom to find the staff had ordered the wrong bath, we then had the absolute grief of trying to return it, and then found we also had to ask for the missing handles to be sent out, as well as 2 boxes of broken tiles and a missing hinge piece. To be honest the whole thing was a shambles.
In the end we had a whole new unit sent out just because of the half of the hinge that was missing. This was after sending the same part of the hinge that we already had, TWICE, and after us going into the shop where we placed the order and into our closest homebase, not to be able to get this hing anywhere so we decided that the whole new unit would be the only option! 2 months on we still have the wrong bath, bath panel and bath screen in our house, no refund and several failed collections later. This all happened before the UK lockdown but now this is being used as there excuse, when replying to my emails weeks later (because you can't call them so you have no choice but to wait) they just say they can't do anything. They're still in a position to sell products and make money, just not give it back!!!!

Delivery Hopeless
Shop in Ipswich was a good experience
Initial delivery arrived in 14 days but was without WC Pan (had seat, cistern & flush) and no basin waste some 3 weeks later and 3 attempts at delivery I have the waste but still no WC Pan which is now out of stock.
They / DHL are a shambles

Dreadful. Have placed an order and received confirmation only to be told they can’t locate the order. This has caused great stress and payment has been taken from my bank.
Shop somewhere else if you need anything for a bathroom !!

The Bathstore use DHL as a delivery company, which I believe are a subsidiary company and the service they provide is completely shocking. Please don't underestimate how frustrating this is.

My delivery date was 2 weeks from order, with no option to pay for a quicker delivery. The delivery then didn't take place and they gave another delivery date of a further 2 weeks. They refused to deliver sooner to rectify their failings, even though I was without a bath and shower. DHL do not care, they are incredibly difficult to get in contact with, they don't return calls and I will not be surprised if the Bathstore go into administration because of it. That is no exaggeration.

This has to be the worst customer service I have ever received in my life, seriously.

Appalling customer experience from the moment I bought a replacement bathroom from Bathstore. Really liked the products in the showroom but that was where the lover affair ended.

To make life easier, I have merely copied and pasted below the email which I sent to both the Bathstore and Homebase customer services teams. I have also escalated this to the Managing Director of Customer Services @ Homebase in the hope that somebody might take ownership of the issues which I have encountered and are, as yet, still unresolved.

My simple advice would be to avoid this company at all costs. I have worked in the service industry long enough to know that from time to time things go wrong, it's how you take on the responsibility to own the problem and to resolve the issues to the customers satisfaction which defines how much a company truly values its service.

...............

(copy of email below sent to Bathstore and Homebase customer services teams)

I am writing to you in the hope that somebody can warrant the time and effort to acknowledge the quite appalling customer experience that I have encountered following the purchase of a replacement bathroom from Bathstore in Clifton, Bristol.

I purchased a number of items on the 7th February 2020 which totalled the following:
Vermont 800 grey avola wall mounted vanity unit
1200 white worktop
Etta mono washbowl mixer
Click clack waste
Noir rectangle white wash bowl
Vermont wall mounted grey avola tall unit

Issue no 1 - The wrong size wall mounted vanity unit had been ordered by the store. This was rectified on the day (7th Feb) to ensure that the 800 unit was delivered and not the additional 400 unit also.

Issue no 2 - On the 28th Feb there was a part-delivery received of the following items: (1) Vermont 800 grey avola wall mounted unit = this had been damaged in transit and was not accepted (2) Etta mono washbowl mixer (3) Noir rectangle white wash bowl. The other items which made up the complete order were NOT delivered.

Issue no 3 - On contacting Bathstore I was told by the gentleman working there that they could only contact Homebase customer services and request action to be taken to confirm when the rest of the order would be received including a replacement for the damaged tall unit.

Issue no 4 - I had to personally contact the store several times as nobody had proactively contacted me in the days after the 28th Feb. My minimal expectations being that somebody would have the decency to call and keep me updated.

Issue no 5 - On the 3rd March the Click Clack waste was delivered, but nothing else. Once again I contacted Bathstore who once again said that they would chase Homebase customer services. I received no proactive update from anyone after this call and therefore it was once again me doing the chasing. The only contact was via text messages from DHL informing me that a delivery was due.

Issue no 6 - On the 9th Match the 1200 white worktop was delivered, but no sign of the replacement damaged tall unit. I contacted Bathstore to complain and once again the man who answered was powerless to clarify anything and said he would call me back after he had spoken to Homebase customer services.

In summary this is a disastrous and appalling customer service experience from start to finish and after spending a significant amount of money on the 7th February we are still without the complete order - this is simply unacceptable.

To make things worse I have had to twice cancel the services of the bathroom fitting company I have enlisted as the order simple wasn't here for them to install. I have received little or no proactively communication throughout the process and felt angry, disappointed and extremely let down by what I thought was a retailer of quality and integrity.

UPDATE 13th March: Took delivery of the reordered tall wall unit which replaced the previously damaged one, only to find that on opening the package that there were NO fittings / runners / drawer sides etc included which means that I am unable to erect the item.

Beyond belief and formally well beyond a joke

Utterly appalling standard of workmanship - avoid at all costs.
Despite spending some £12k on a bathroom - which Bathstore insisted must be paid upfront - the standard and installation including electrics, plumbing, cistern not working properly, installation & tiling was of a poor standard & despite raising on a number of occasions - many of the issues remain unresolved including poor grouting (floor & walls), painting, rubbish & rubble just left in situ.
Has been suggested we employ other professionals to sort out the host of problems.
Utterly disgraceful.

Avoid !!!!! Really wish I’d read these reviews before ordering.
9th feb they took my money, I arrange a day off for delivery 11th Feb, they didn’t deliver the bath and toilet as ‘forgot’ to load it on the lorry - DHL blamed customer services and customer services blamed DHL - they left us with a toilet seat, cistern fittings, bath legs and a shower screen. Called customer services who said they’d arrange another delivery but not prepared to refund delivery fee as it’s ‘not company policy’... after two days of not hearing from DHL for the re delivery of bath and toilet we called customer services and requested to cancel all items as felt we could not trust them anymore as not stuck to the agreement. They said there would be a £50 charge for collection of the items that they had already delivered but would cancel the bath and toilet !!!!! I called our local (2 miles away) bathstore branch in Hitchin and asked if I could drop the items to them to save the £50 collection charge (as already paid £25 for incorrect delivery), they were extremely sympathetic but said unfortunately not as it’s an online order. However, a very helpful man, Lewis, called me back from the store and said he’d been in contact with customer services and they have agreed to collect the items for free. During the time we’ve been waiting for collection we have been emailing back and forth and they can’t agree that they need to give us a full refund, they are confused as they cancelled the bath and toilet upon my request due to it not being delivered but haven’t included them in the refund. We have sent a picture of items, a screen shot of the order showing full £249, but they are only calculating half the order that they delivered on the 11th. It’s been a nightmare trying to get them to understand we HAVE NOT GOT THE FULL DELIVERY AND SENT THE REST BACK SO GIVE US A FULL REFUND. So, another two weeks later (today) , DHL came to collect, but only had 3 items on their collection sheet, therefore we’re still left with the toilet seat and have to arrange ANOTHER collection for their mistake..... They won’t refund us until all the good have arrived... and then it’ll apparently be in a cheque 30 DAYS after all items back in warehouse, therefore, from payment to refund will potentially take 6 to 8 weeks.
Absolute shambles, I will never ever use them again.
If you do happen to use them i would suggest using a credit card so you can raise a dispute under section 75