Roca Bathrooms Reviews 298

After many years of use the soft-close hinges on my Roca ‘The Gap’ toilet seat expired and the seat and lid would close violently with a loud crash. Frightening if unexpected and potentially damaging to the toilet pan. Genuine Roca replacements were purchased from an Amazon supplier but behaved in exactly the same way so I assumed I was fitting them incorrectly and approached Roca After Sales for advice. The virtually instant and very polite reply asked simply that I send photographs to assist the respondent identify the faulty parts. When that was done the response was equally fast, and simple; “A new and updated replacement seat and hinges has been dispatched, free of charge”.
I had only asked for advice but within 24 hours I had a complete solution to a frustrating problem, and a level of service virtually unheard of in modern times.
We are not supposed to mention staff names in TrustPilot reviews but, if ‘E’ reads this review, he will know it is about him and my appreciation of his service! Oh, the seat and lid together now take 15 seconds to close very quietly instead of 0.50 seconds. I’m nerdy enough to have timed it!

Excellent customer service! Megann went the extra mile to fix our issue. Cannot fault the after sales, She helped fix the issue that our home builder wouldn’t, would definitely recommend.

Brilliant service from Megann, sent me relevant instructions and then ordered relevant replacement parts. Seamless transaction. Brilliant service thanks Megann.

Had a recurring problem with cracked toilet seats.
Spoke to Megan who requested some photos and she replaced the broken ones with new stronger ones and also gave us replacements for the toilet that hadn’t yet cracked.

One of my toilet seats cracked after a short time of use, Roca customer service identified the model and replaced the seat very quickly, highly recommended

Poor quality cabinets split along the edges of the finish over time, even when away from water. Poor chroming bubbles and flakes allover the handles. Nice when you buy them, but after a few years, awful. For the price, absolutely shocking

I rarely write reviews but the response I received to my telephone enquiry was so helpful, I felt it worth submitting one. Megann, on the telephone, was able to recommend the plumbing replacement parts I needed and also email an installation diagram to me. The fittings were delivered the next day. It speaks highly of any company when their customer service is so efficient.

I am extremely disappointed with the service provided by Roca. I ordered a product based on the information given, but it turned out to be incorrect. Despite requesting an official link from your merchants multiple times, you failed to understand my needs as a customer. This has resulted in me losing money and dealing with the hassle of returning the wrong item to the seller.

Your inability to provide a direct link for customers to order the correct product is astonishing. It’s clear that you lack basic customer service sense. Even when I provided specific links, you continued to share merchant links. Most of these merchants did not have the product you mentioned, and some didn't even offer comprehensive images for customers to compare with their old items.

The lack of attention to detail and failure to address customer requests properly is unacceptable. This experience has caused me significant inconvenience and frustration. It's baffling that a company like Roca doesn't have a straightforward process to ensure customers receive the correct products. This poor service is unacceptable and reflects poorly on your brand.

I expected much better from a company like Roca. You need to seriously reconsider your customer service strategies and ensure that customers can easily access the correct products without unnecessary complications. This experience has been a major letdown, and I urge you to make the necessary improvements to prevent others from going through the same ordeal.

Amazing service !!!

I bought a new build 6 years ago and one of the taps has failed. I emailed Roca and showed them my Housebuilder Certificate to show proof of purchase and it was sorted in minutes

I emailed at 10am and a spare part was in the post by 11am

I’d highly recommend this brand to anyone

I recently contacted Roca Bathrooms regarding a problem with the soft-close mechanisms on our two toilets that were supplied and fitted by the developer when our bungalow was built some time ago. I was unsure whether they would be able or willing to assist in these circumstances.
I spoke with a member of their Customer Service Team, Megann, who was only too pleased to help me identify the model of the seat and lid that matched our toilets from photographs she asked me to send.
She straight away recognised the item which had apparently been superseded.
That might have been the end of the matter with many company’s but Megann made enquiries and not only identified the seat that had superseded ours but also said that the soft-close mechanism should not have become faulty after a not-too-long period and offered to replace both seats with new ones, complete with the latest, modified, soft-close mechanism.
Many companies would have done what they could to relinquish any responsibility for the problem and straightaway, look for reasons not to help or involve themselves with any resulting cost.
It’s good to see that a quality company like Roca, selling first class products, also respond to problems like this in such a positive and helpful way.
Well done Roca and well done Megann! What a shame more companies don’t aim to give this sort of support to their customers!

brilliant customer service team. I needed help to identify an old product that I needed to replace. The customer service person I spoke too asked me to send her a picture of the product which she immediately identified and told me the product code of both the old item and the new one it had been replaced with and where I could get one from.
Great job!!

Elliott was extremely helpful with my request to identify my loo seat in order to get a replacement. First time contacting Roca, good experience all round.

We contacted Roca about a problem with our concealed toilet cistern. We were requested to send a photo which we sent. 10 minutes later we were told that this part was covered by warranty and a new part would be sent to us. They also sent a vudeo showing how to install. The part arrived next day. Cannot fault Roca support.

1. Actually got to talk to a human being.
2. Megann was patient, knew what she was talking about and took the time to see me through the concern resolution.
3. The concern was satisfactorily fixed.
4. Well worth 5 stars

I have been in a new build for the last 4yrs and all the bathroom suites are Roca and in that time all the toilet pan seats (4) have broken. I have replaced 2 with Roca seats purchased from Amazon as it was during Covid times when you couldn’t get into a shop. Yet again another 2 have gone the same way but this time I contacted Roca direct as they aren’t the cheapest on the market and it’s very hard to find a cheaper alternative. I purchased my 3rd one from a bathroom specialist thinking that would help but it didn’t make a difference. I explained all this in my emails and within 48hrs Megann had got all the info she needed and is sending me 2 new seats and it’s the model up from the standard which I currently have in my toilets the now. So as far as that Roca not being the cheapest on the market their after sales is excellent especially Megann so thanks again ☺️

While Roca aren't the cheapest, they certainly give excellent after sales service. Following a phone call for advice on replacement parts, I was directed to the UK after sales team, who provided helpful and rapid first class service, in particular Megann.

Had an issue with a broken toilet seat. The product wasn't old, but it was out of warranty. Wrote to Roca to explain the issue, and although it was pointed out to me, their warranty had expired, the kind after sales agent Megann, sent a replacement FOC. Well done Megann, well done Roca

Twice I have needed to call upon the customer service support provided by Roca in the last 7 months and on both occasions the AfterSales Team have been exemplary in dealing with my problem. On this occasion it was Raj Parma who came to my aid (previously it was Elliott) and Raj read my email thoroughly (obviously) as his first response was a spot on, no quibble remedial action offered. Within 48 hours I received the replacement part delivered to my home address which was an exact repeat of what happened last time. I cannot speak highly enough of the Roca AfterSales Team (Raj and Elliott in particular) as they clearly understand what can happen in day to day life that consumers (like me) need support with. I will always buy Roca first in any goods that they provide as their after sales support is second to none in my decades of experience. Thank you.

The best customer service ever.Had a small problem with my 15 year old roca toilet. I contacted Meggan by phone, I needed some technican info,which was sent immediatly by email,also as a gesture of goodwill sent me new hinge caps free of charge,which arrived today on priority delivery and are fitted In todays sell and forget market this customer service is excellent.

Had a small defect issue with my new house toilet. Emailed the customer service, Elliott replied straightaway. After confirming a few details, a new replacement has been sent out within the same day. Excellent after sale service. Much appreciated!