BetterBathrooms.com Reviews 45,694

I ordered a bathroom suite from better bathrooms. They kept me up to date with when it was being delivered. The delivery men were helpful and nice people. The toilet and sink cabinet were packaged well. They were good quality and they look lovely. The bath tub also came in good condition. I’m glad I went for the acrylic bath tub because the old one was so heavy to get down the stairs. The acrylic was light and easier to manoeuvre through the house and it looks just as good.

Very prompt delivery, next day in fact. Purchase securely wrapped, everything in tact. Very good pricing on product which was a bathroom mirror. Would definitely recommend.

Part for shower came damaged, process to report this was more complicated than it needed to be. you had to wait for an email to follow the instructions on how to upload a photo. email came with no instructions in the end you just emailed the photos so not sure why your not just provided with the email address on your initial call. No apology given for providing a faulty part. I had to wait for my email to be reviewed which was delaying my bathroom so ended up having to order part and pay next day delivery which i received no refund for

I’d like to share my dreadful experience with this firm Better Bathrooms (part of the wider Buy It Direct group of companies such as Appliances Direct). We had a new bathroom fitted in the summer of 2024. A number of items we had installed were bought from Better Bathrooms including the frame and cistern for a wall hung toilet. Fast forward to November 2025 and we start to notice damp patches on our kitchen ceiling which start to spread until by December we have water dripping through our ceiling. We contacted the guy who fitted the bathroom who looked at what was happening on several occasions but it wasn’t possible to work out what the cause was until eventually he had to take a large section of our kitchen ceiling down (which was about to come down in its own by this point) and discovered the leak was from the cistern. At first he thought it may be an issue with how he fitted it but after several visits and checks he was able to isolate it down to a leak from the injection moulded cistern itself.
At this point I contacted Better Bathrooms who at first tried to say it was out of warranty. I queried this and they acknowledged that in fact it had a two-year warranty. Their customer service staff are based in the Philippines and whilst they do their best, English is not their first language and they are not trained sufficiently on plumbing issues.
I therefore contacted the CEO of Buy It Direct. I was passed to one of their executive complaints team. I was asked to send in photos and a video of the issue - at first this gave me hope as they appeared to want to help and find a resolution. How wrong I was!
They came back to me to suggest that we would need to remove the entire frame and sent it back to them - they would then send it to their supplier in China for checks. We are a family of four with one bathroom and this would leave us without a functioning bathroom for an indeterminate time and with no independent scrutiny of the checks they claimed needed to be carried out. Their shifting position gave me no confidence this process to would be fair or impartial.

They variously tried to blame the bathroom fitter without evidence, deny they had told me the unit would have to be sent to China, and to make me claim on my home insurance threatening me that if I did not, this would delay the process. They also refused to provide a copy of their warranty despite this being requested three times.

All along I had suggested an easy and low cost solution to establish if the unit was at fault - an inspection by a suitably qualified independent contractor but they refused.

Unfortunately for Better Bathrooms I did not back down and they eventually contacted their insurers who then appointed an independent liability assessor. The assessor suggested I ask an independent contractor to carry out an inspection and send him their report. Precisely what I had suggested at the outset. I did this and the contractor concluded there was an inherent issue with the cistern and no evidence of any damage caused by the installer. Better Bathrooms’ insurer admitted liability and I have been paid the full costs I’ve been quoted to put things right plus damages for the stress and inconvenience we have been subjected to.
Better Bathrooms (and by extension Buy It Direct)’s whole stance on this has been to mislead, obfuscate and seek to grind us down so we would give up. We have had a huge hole in our kitchen ceiling now for 4 months and having to use a bucket to flush our toilet in the bathroom until repairs are carried out.
Our entire experience with Better Bathrooms has been that they appear to hold their customers in contempt, will do anything they can to wriggle out of doing the right thing, and will try to threaten delays if you don’t claim on your own insurance (which by the way my insurers made clear was completely incorrect).

This is a huge company with deep pockets but rather than do the right thing it seems they would prefer to put their customers through months of stress and inconvenience and do anything they can to avoid providing a practical solution.

I wanted to share this so that other customers of this group of companies who experience the same thing have some helpful tips:

1. Always go straight to the top - CEO emails can be found online.
2. Don’t take no for an answer.
3.. Insist on seeing the terms of their warranty (if they refuse that speaks volumes)
4. Don’t let them try to make you claim on your own insurance- if their product is at fault it is their insurers who should be looking at the issue.
5. Don’t give up - that’s what they want you to do. Persistence pays off.
If Better Bathrooms want to deny anything I've said here I am more than happy to publish the email trail with them.

Great prices, easy to order and delivered as promised.

Ordering and purchasing was no problem however the delivery was a different story. The glass shower screens were in 3 seperate boxes and standing unsecured on a wooden pallet. When the driver put them on the van door and lowered it, he had still not secured them and the pallet and boxes fell, blocking the road as he was not paying attention. Due to the weight of each box the driver was unable to lift them back onto the pallet and my husband had to lift each box himself onto our front garden to allow us to open each box to check. The driver joked, that it would all be fine not reading it was glass in the boxes. We had to open each box quickly to check the glass hadn’t been smashed as the driver was desperate to get his tablet signed and stop blocking the street. We have taken note of the registration plate of the van so if necessary, the delivery company will know who their driver was on that date. Until we fit the shower screens we will not be 100% sure all the aluminium strips and glass are ok. I hope there will be no issue as we had paid £79 for delivery specifically for that date so as not to inconvenience us and we don’t want to go through this again. I am surprised no one has contacted us by phone to review this sooner as most companies request it the day the delivery is made not just an email being sent.

From start to finish the customer service has been excellent. Helpful and polite and nothing including design and delivery was too much trouble for them. Excellent and will be recommending them.

Fast delivery and good quality bathroom. Very happy customer 😃

Great service over the phone when I accidentally inputted an incorrect email address for my order.

Ordering online is straightforward and delivery is fast

Great from start to finish, ordered my item for colleaction as that was easier for me, service was great, was helped out to my car with the item and the guy on the counter was chatty and helpful

Very please with the grabrail, good quality, well made and looks great. Very quick delivery also!

Great communication, product and price.

I ordered a kitchen tap and was sent a shower by mistake. Two weeks it took to come thru on evri. Customer services are in the Philippines. However those girls were actually very good and dealt with the matter within a few days. I was refunded my money and didn't have to send the shower back. In that sense I felt my initial panic at it going wrong was saved. However it was a load of hassle taking photos and contacting a few times and waiting for a response. And in the meantime it was three weeks wasted trying to buy a tap. I still havent found one.

Good price and reliable delivery information

We ordered bath screen 11st March, paid close to £40 for delivery. 24th March, no delivery yet. Other deliveries from China already arrived. Called them nearly every day. The customer service is totally useless. Do not order, run

Be careful or better still avoid. Item ordered, delivery date provided, delivery date expired so I followed up at which point they were unable to provide a revised delivery date. Therefore I requested the item be cancelled and a refund processed. 5 day refund window expires, followed up again and was given some excuse that the item need to be returned before they will process the refund? The item was never delivered so it is not my concern that they have to wait for it to reach their warehouse, which makes no sense anyway. I asked how to submit a complaint, they said via the portal, I checked out as guest, so no account created. The operator could add a note to the account but it was then explained to me that they do not have a proper complaints department. The operator was pleasant enough but simply didn't understand what they were saying. Still waiting on refund.

Excellant customer service. Prompt responses to my equiries and really helpful. Really happy with my new shower

Good communication, helpful staff, products arrived very well packaged, avoiding possible damages. Very happy.

Post sale customer service let you down.
Don’t think I’ve ever been stuck in a phone system with so many option choices and then the lady had such a strong accent I could not tell what she was saying unfortunately. :(