Simon was really helpful on the phone. Understood what we needed and made the whole process of ordering easy. The product is brilliant - we would definitely recommend this company.
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Excellent customer service. I am planning a complete steam room in my home so phoned for advice and spoke with Simon who was incredibly helpful, answered all my questions with fantastic technical know... See more
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Ordered two brushed stainless steel radiators with valves and pipe sleeves. I contacted the company before I ordered with some questions, they couldn't have been more helpful. Also had to contact agai... See more
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I like your products but think you should quote prices including the VAT to provide easier comparison with other retailers. Also, when making the booking I specifically asked for the item to be left a... See more
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Company details
Information provided by various external sources
Luxury designer bathrooms accessories and furniture online at Livinghouse! We offer latest designer modern taps, Italian bathroom suites, baths & contemporary radiators.
Contact info
SP2 7HL, Salisbury, United Kingdom
- www.livinghouse.co.uk
4.5
Excellent
125 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Excellent customer service
Excellent customer service, patient and they were able to answer all my silly questions. There was a wait for delivery, but they told me this before I ordered and kept me posted throughout. The product itself is sleek, well designed and looks great. Expensive, but great quality
April 15, 2023
Reply from Livinghouse.co.uk
Hi Danielle,
Thanks for your review! Glad to hear you're pleased with the shower tray. Please don't hesitate to contact us if we can be of further assistance.
Reply from Livinghouse.co.uk
Hi Karen,
Thanks for your review - Hope to deal with you again soon!
Great products but amazingly helpful
Great products but amazingly helpful, friendly service.
The date of service is irrelevant because it was spread over a few months.
January 9, 2023
Reply from Livinghouse.co.uk
Hi Sally,
Thanks for your review! Glad to hear you're happy with our service so far. The team are working hard on your remaining items and we'll be in touch soon!
AVOID AT ALL COSTS!!
AVOID AT ALL COSTS!!
Ordered 2 shower doors for £950 each plus delivery.
They should have had 2 hinges, they both came with holes for 3 hinges, but 2 actual hinges. They told us after a few weeks that they needed the 2 hinges back before sending out some more, to which we responded that the shower doors had already been put up with the 2 hinges we just needed the additional hinge for both doors. They reluctantly sent out some spare hinges but when our plumbers came to open them, they were completely the wrong style and size. They are now telling us that we need to remove both shower doors (at our own expense) and refit them using the hinges they have sent us.
I have advised that they are not the style we like, nor should there even be 3 hinges according to the dimensions on their website, they have ignored these points and continue to say that we need to pay our plumbers to come out again, take down the doors and refit them TO SEE IF the new hinges fit! So if they don't fit as we said they don't we will have to refit the doors back on with the original hinges!
We have been offered no compensation, no apology, nothing. Considering we have paid over £2000 for these doors including delivery, it's absolutely appalling!!
In response to the response from Living House:
It has been a constant battle to try and even get an apology out of you for this and there has been absolutely no thought given to how much hassle this has caused us. As I told you in the email, we have just moved in to our home and you expected us to not fit the shower doors and go without both showers until you had chance to try and fix the issue, as well as expecting me to arrange the collection and send back the hinges. There is zero consideration given to your customer who has just paid £2k for shower doors that are not fit for purpose (according to your email) and I am the one that needs to bend over backwards trying to figure out a way to make them fit by taking them off the wall and trying to refit etc.
I would invite both you and your MD to put yourself in the consumer’s shoes and understand how much of a complete hassle this has been to me and how your complete lack of basic customer service has added more fuel to the fire.
September 21, 2022
Unprompted review
Reply from Livinghouse.co.uk
Hi Megan,
Thanks for your review. Sorry that you’re unhappy with your experience. Apologies if there has been any confusion with our responses today but your review really doesn’t reflect the true circumstances, so just to respond accurately to some of the points in your review:
- Delivery is free of charge on all orders. You were not charged for delivery.
- The size of your bespoke doors required 3 hinges. We always send the customer a drawing of bespoke doors to sign off before manufacturing and you confirmed the design with 3 hinges.
- You reported the missing hinges 7 weeks after delivery – despite this, there was no reluctance to send the new hinges. We sent you new ones as soon as possible without quibble and with our sincere apologies.
- Your plumber installed the door on only two hinge in the meantime against our advice. It was designed with 3 hinges because this is required to bear the weight of the glass.
- Because of the time elapsed between delivery and reporting the missing hinges, we were unfortunately out of stock of the exact style previously delivered. We advised that we will send you a full set of 3 new hinges in a very similar style to save you waiting for the new stock.
- We did not ask you to send the previous hinges back first. As you’d told us the plumber had gone ahead with installation on 2 hinges (not recommended), we sent you the new hinges first so you wouldn’t have to call out the installer twice more to remove and re-install the doors.
- The process to fit the third hinge would require the door to be uninstalled first, so this part of the process could have been avoided if you hadn’t installed it on 2 hinges.
- We have not told you to pay your plumbers to ‘find out’ if the hinges fit. We tested the hinges prior to shipping and have told you that they will definitely fit, but they will need to remove the door from the wall in order to fit them.
- You had initially told us that the new hinges don’t fit, but only sent us a photo of your installer trying to fit just the one hinge without first removing the door. We asked you to clarify whether they’d tested them with the door off, because that would require investigation as there would be no reason for that to be the case. You misinterpreted that as us not knowing if the hinges should fit.
- We have explained multiple times that we know the hinges will fit the door and it just needs to be removed in order to fit them. On your insistence that they do not fit, we have asked for evidence of the problem so we can resolve it for you.
- You have not told us that you don’t like the style of the new hinges. If you want an alternative design then that can be arranged.
- The information on the website relates to the standard design of the door. Yours is bespoke and requires 3 hinges as shown in the design to which you agreed.
We’re surprised that you’ve felt the need to leave a negative review while we’re still are still trying to help you resolve this issue. We received the last email from you only 30 minutes ago and have continued to offer help and advice. We’ve offered to speak to your installer directly to help them to rectify the problem, but it seems the main cause of your frustration is the necessary step of removing the doors from the wall to fit the new hinges. This could have been avoided if your installer didn’t proceed to fit the doors without the necessary parts.
Our Managing Director will call you tomorrow to discuss as per your request.
Excellent
Ordered an item from LH and it was shipped before the original specified delivery date! We went for a brushed black chrome towel warmer to match our brassware
August 15, 2022
Reply from Livinghouse.co.uk
Hi Lee,
Thanks for your positive review and for your continued business! Hope to deal with you again soon
Living House Amazing Bathrooms
Fantastic quality bathroom fittings and vanity unit that really do look and feel a million dollars. Great advice over the phone service as well. If you are serious about bathrooms then this is one of the best companies that you could find.
July 31, 2022
Reply from Livinghouse.co.uk
Hi Peter,
Thanks so much for your review. We’re glad we were able to meet your expectations and hope you’re happy with your products.
Please don’t hesitate to contact us if we can be of further assistance.
Excellent Quality
June 24, 2022
Reply from Livinghouse.co.uk
Thanks for your review! Hope to deal with you again soon!
We have purchased lots of different…
We have purchased lots of different bathroom items from here all we can say best of items for bathrooms can’t beat them a1
June 8, 2022
Reply from Livinghouse.co.uk
Hi David,
Thanks for your review! Please don't hesitate to contact us if we can be of further assistance.
Awful. Spend your money somewhere else!
This company portray themselves to be upmarket and premium. They aren’t.
From ordering online and point of delivery was fine- no problems.
The product came (shower tray for £1200 ish pounds) finish wasn’t good at all, lines were not straight, didn’t look great.
The “customer service” was awful. There is a women there called Sheila- wow. Iv never ever EVER witnessed shouting and getting talked over like that in all my life.
Regardless of weather a customer is frustrated or not you do not shout at customers- she was out of control.
If the product wasn’t faulty in the first place I’m sure everything would of been fine.
For £1200 shower tray to be treated like that. 100% go somewhere else.
We have done our whole house with many company’s and living house are the only ones we had a problem with.
April 27, 2022
Unprompted review
Reply from Livinghouse.co.uk
Thanks for taking the time to leave a review and sorry to hear you were unhappy with our customer service.
We’re quite surprised by the negative review given that you agreed that the ‘fault’ with the Viennese shower tray having wider rims on the sides was in fact a design feature shown on our website. We also obtained a full explanation of the design from the manufacturer for you.
We still offered to collect and refund the shower tray because you felt the design wasn’t to your expectation, but you told us wanted to keep the tray. The manufacturers then offered you a refund of £180 as a goodwill because they didn’t want you to be unhappy with the product. You accepted this offer and we processed your refund 26th April. You replied to Sheila, “Thanks for all of your help :)”, indicating you were happy with the outcome.
During this process, you repeatedly phoned us and shouted at our staff because you thought you hadn’t received replies to your emails. Each time, we provided the date and time that we’d emailed you and you then found the email in your inbox.
We responded to every email promptly, but you were indeed “frustrated” as you say in your review, and unfortunately this was due to issues with your inbox which are completely out of our control. When you repeatedly took your frustration out on our staff on the phone (including one particularly derogatory comment towards Sheila), we remained calm and worked to provide an outcome that you’d be happy with.
Once again we apologise that the shower tray was not to your expectation and we have now added additional information to the website to make the product design even clearer than before.
On line query dealt with promptly,excellent service.
On line query dealt with promptly, correctly advised what we needed, the item needed was ordered& it was delivered very quickly. Many thanks.
March 5, 2022
Reply from Livinghouse.co.uk
Thanks for your review! Please don't hesitate to contact us if we can be of further assistance :)
Telephone manner needs to improve
Sales staff need to be a bit more friendly. When they are dealing with customers.
February 27, 2022
Reply from Livinghouse.co.uk
Thanks for your review.
Sorry to hear you found our sales staff unfriendly on the phone. This is not how we'd expect the customer experience to be, so we will use your feedback to help inform our future training.
Great quality product & service
Great quality product; exactly as specified! Ordering & delivery all as scheduled and communication was excellent; when I called to check delivery, spoke to someone very quickly and my question was resolved easily. Would definitely recommend & use again!
February 4, 2022
Reply from Livinghouse.co.uk
Hi Erica,
Thanks for your review! Glad to hear you're happy with the shower screen. Please don't hesitate to get in touch if you need further assistance :)
Most helpful company
Most helpful company. Very good technical knowledge and always helpful before I order.
January 28, 2022
Reply from Livinghouse.co.uk
Hi Ben,
Thanks for your review! Please don't hesitate to contact us if we can be of further assistance.
Very helpful with information about…
Very helpful with information about product Swift delivery & good quality item.Excellent service & would buy again from this company.
January 21, 2022
Reply from Livinghouse.co.uk
Thanks for your review! Please don't hesitate to contact us if you need any technical assistance.
Avoid this company
Be wary with this company - terrible communication and customer service
Ordered a shower tray with Ray which I had to pay 100% upfront for was promised for pre Xmas on a 6 week lead time , as Xmas approached I had to chase as I’d heard nothing , promised to call back , never did and then just closed for Xmas without contacting me leaving me without a shower for the holiday period - they obviously knew it wasn’t coming
When I chased in the New Year they claimed it had been damaged in transit ( a likely story ) - then promised delivery on Jan 10th of a new one , it takes 8 weeks to make the original and then 1 week to make a new one ???
Anyhow took the day off work on Jan 10th and no surprise but it didn’t turn up and no contact from them
I chased again and finally got it delivered later that week - unwilling to offer any form of late delivery compensation on an expensive product. Clearly a company to avoid
January 19, 2022
Reply from Livinghouse.co.uk
Hi Paul,
Sorry to hear you were unhappy with your experience.
Looking into this, we can see that you were indeed quoted an estimated 6-week lead time, which would have indicated delivery prior to Christmas, so we sincerely apologise that we didn’t meet this lead time.
These shower trays are manufactured in Spain, so 3 weeks of the lead time is actually due to the time it takes for road transit from the factory to the UK, which is particularly unavoidable since Brexit. Ordinarily they can manufacture a shower tray in 1 week, with delivery being a further 3 weeks, but these lead times were extended to 6 weeks due to a busy production period at the time of your order and you were advised of this.
All lead times are estimated and we inform customers not to book any installers until the items are delivered in case of rare delays such as this.
When we investigated the delay with the couriers, we were told the goods were damaged in transit and being returned to Spain. At this point we requested an urgent replacement to be produced, which the manufacturers paid to be specially air-freighted to UK to reduce the shipping time. We then informed you of the new delivery estimate of week commencing 10th January, and the shower tray was successfully delivered to you on the week quoted. We’re sorry if the communication wasn’t clear that week commencing 10th January refers to a 5-day period and not the specific date.
Once again we apologise unreservedly for the delay on this occasion. We will be investigating the responses from our customer service team to ensure that all communication is clear and informative in future.
Regards,
Livinghouse
Great Service abd on time delivery
November 29, 2021
Reply from Livinghouse.co.uk
Hi Simmi,
Thanks for taking the time to leave a review. Glad to hear you're happy with the gold taps and these were delivered on time.
Please don't hesitate to contact us if you need further assistance.
£1,000 out of pocket, unempathetic customer service.
I’m £1,000 out of pocket with no care from this company avoid like the plague.
After placing my order online, I received an email confirming my order with a lead time of an estimated 4 weeks. Unfortunately i could not wait that long as that was past the dead line for that project, which i apologised for and kindly asked for a refund. I received confirmation of this and was told by Ray that wasn’t a problem and he would refund that day.
Around a week or so later I have a phone call from Ray asking me to return the item as it had accidentally been sent out. I was shocked by this as I hadn’t received the item that was supposed to of been refunded.
He then sends me proof it was delivered with a name who apparently signed for it, (basically my surname) with a Mrs in front!!
There wasn't a person with that name there at that time and date.
I explain this to Ray and then get sent a picture of my teenage step daughters legs.
I asked her about it, she said
“I can’t remember, maybe it came, not sure.. check where it was left it might be there, I’m hardly going to like start dragging big boxes in the house..”
I explain this to Ray by email... and i didn’t get any response from him.
I’m kind of lost now on what to do, as a package I wasn’t expecting, that was cancelled and confirmed. Then got unexpectedly delivered and went Missing.. leaving myself out of pocket. House insurance aren’t interested, what a nightmare situation. 😞
November 26, 2021
Unprompted review
Reply from Livinghouse.co.uk
Hi Tom,
Thanks for taking the time to leave a review and sorry to hear you’re unhappy with your experience.
These are quite unusual circumstances as the radiator was delivered by Parcelforce and signed for by your step-daughter, with photo confirmation. You will have also received notifications from Parcelforce via email and SMS to inform you the package is in transit from Livinghouse, so you could reject the delivery on arrival if no longer needed. We cannot claim this with Parcelforce as it's clear that it was successfully delivered.
We have offered to collect this from you for a refund but you’ve been unable to make the radiator available for collection due to your step-daughter misplacing the parcel.
Once you have it ready for collection, we can instruct Parcelforce to pick-up and then issue you with a full refund.
Terrible experience
Terrible experience, I ordered two radiators and was informed at the last minute that the radiators were not available, no problem there, then they decided they would send us two different type of radiators that were apparently a better quality and much more expensive at the same price.
When the radiators turned up on site they were cheap imported radio as I could’ve got for a fraction of the price elsewhere.
Call customer service and was disappointed with them also.
I would personally avoid this company at all cost, expensive tat.
November 17, 2021
Reply from Livinghouse.co.uk
Hi Dean,
Thanks for taking the time to write a review and sorry you were unhappy with your experience. However, your review doesn’t really reflect your true experience as you’re aware.
Rather than last minute; we contacted you less than 24 hours after the order was placed because our supplier had unfortunately informed us that this particular radiator was unavailable for 3 months due to import problems. You were offered the opportunity to cancel for refund at this point.
We then sourced an alternative option for you as you’d requested, which indeed had a higher cost price to us, but offered it to you at no extra cost. We sent you photos and full detailed technical specification to allow you to make an informed decision. There was no obligation for you to proceed with this alternative if this didn’t suit your requirements.
The new radiators that you selected were then delivered to you within 4 working days. You then phoned us this morning and were aggressive and swearing at our staff because you now didn’t like the radiators. You were calmly informed that you’re welcome to return the items if you’re not happy with them and we would refund within 24 hours of receipt. You continued to swear at the operative and then hung up on us while we were trying to advise you. Our staff do not have to tolerate aggressive behaviour from customers but the operative behaved in a professional manner throughout in trying to help you to resolve your problem despite your aggression.
We regret that you were dissatisfied with our service on this occasion. We always want customers to be happy with their experience and this is why we went above and beyond in trying to find and alternative radiator that suited your needs. Nonetheless, we apologise if you don’t like the radiators received and you are still free to return these for a refund.
Good service
Good service, called to explain why there would be a delay in delivery and then good communication throughout the process
October 2, 2021
Reply from Livinghouse.co.uk
Hi Connie,
Thanks for your review. Glad to hear you're happy with your order!
Quality items delivered as promised
September 11, 2021
Reply from Livinghouse.co.uk
Hi Andrew,
Thanks for your review. Glad to hear you we're pleased with your shower items. Hope to deal with you again soon!
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