xTWOstore Reviews 180

As the subject implies: I ordered an item from xTWOstore which had an estimated delivery time of "approx. 1-2 weeks." This was not an accurate estimate as it took well over two weeks before the item even reached xTWOstore's warehouse.

And after all this time waiting, to make matters even worse; when my item did finally reach their warehouse, xTWOstore sent me an email demanding that I pay them an additional 20 Euro for delivery before they would even be willing to despatch the item to me. And this is despite the fact that I had already paid 70 Euro just for the shipping and handling of my original item alone when I had originally purchased it.

So not only did xTWOstore grossly misrepresented their estimated delivery time, they also misrepresented their shipping and handling costs; for which I was penalised. It thus took a total of 24 calendar days before I received my item, and I ended up paying 20 Euro more.

I would have cancelled my order; but after waiting so long it was easier for me to just pay up the 20 Euro than to cancel the order entirely and to order from another online shop and to have to wait again for them to receive their stock from the manufacturer.

If you really must order from xTWOstore contact them first to verify that their shipping and handling costs are indeed final and correct.

And only if time is not of the essence.

Half price of what I should pay in Denmark:-).
Was slightly worried based on the mixed reviews.
Website mentioned 1-2 weeks delivery. Item came after 10 days.
So thumbs up from here and I'll be back next time

I have absolutely no issues, having used XTwo to supply my extensive bathroom kit during recent bathroom re-fits.
Their pricing is a lot more realistic compared to the local bathroom stores we went to visit (there were several). The local stores all seem to bamboozle you with 'discounts' they applied, but still the pricing was way above and beyond that from XTWO.
We came to the conclusion that bathrooms and kitchens seem to be BIG money makers for local suppliers in the UK, especially if you are looking for high-end fittings and fixtures.
When you order from XTWO, take into account their stock availability. Yes, it may take a little bit longer to have stuff delivered (they send out your complete order when everything in your order becomes available as opposed to trickle sending things to you - hence possibly some not so positive reviews on delivery times!) - BUT it's worth the wait if it saves you £££'s. It did with us. I highly recommend this company. I wouldn't believe any of the negative reviews that say the customer service is below par either, it's probably the local bathroom suppliers who are putting up fake reviews.

Update: Stock Availability
When you place your order you see exactly how long the lead times are for each and every item in your order. If you order a tap (3 weeks lead time) and a basin (in stock) for instance, they will generally send you your order when all items are in and ready to be despatched. So don't expect the basin to arrive immediately, it will arrive together with the tap once that's available.

Try calling their sales/support number. It's German. it will cost a lot.

I'll spoil the experience for you: what will happen is you will be kept on hold for exactly 25:00 minutes whilst being assured you are the very next person in line, at which point you will be cut off. At least, the three times I've tried so far, that has been my experience.

So email? Well, don't ask anything as complex as asking for an ETA. They appear unable to answer that question, although they won't admit it. They'll just tell you it is "processing". And that's what their online account will tell you also, if you can manage to log in more than once due to its buggy password management.

I've simply no idea when my goods will arrive, or if they will arrive, and I'm close to a month in since ordering.

I would have given five stars, however, I did have to wait a couple of weeks longer than expected... however, they did explain that they were waiting for the tap to come into stock and gave me the option to cancel. The delivery was quick and I was kept informed of time, date etc.
I know there have been a few negative comments on Trustpilot UK, mainly about waiting times and customer service. It may be that the company have grown too quickly, (especially as they sell, at discount rates, to several other European countries), so have not had the time to recruit/train new staff?
My experience has been positive and I would certainly buy from them again.

I have no hesitation in recommending xTWOstore. Having read the reviews, some of which were critical, I had my doubts, but went ahead because of the significant price savings. I ordered a Keuco shower basket and toilet roll holder on 9th June 2017 and received a text and email on 21st June offering me delivery options for 22nd June. I opted for a designated pickup point and collected my order on 23rd June. The packaging was robust (each item separately boxed inside a larger, padded box) and the quality of the items is superb. The whole process was smooth and efficient.

Worst customer service I have ever experienced. I ordered goods a month ago and to date still not received them. I have contacted them on three occasions and the last response stated it was a problem with the warehouse. No apology. No offer of express shipping. No ownership taken at all . Would never use again.

I am struggling to get a response after placing an order 4 days ago.

I would not buy again from them.

Frustrated Customer

I would advise prospective purchasers to think carefully before purchasing from this company.
Their prices are undoubtedly very good but their customer service is simply appalling.

The items I purchased arrived in good order but a problem arose when I discovered I had ordered an incorrect part for a thermostatic shower. I e-mailed xtwo store but was told they could not exchange it for the correct item because two weeks had elapsed. I made it very clear that I would return the part (by courier and at my expense) and only required them to exchange the part. A reasonable request by any standards. I did not want to cancel the order nor did I request a refund.

E-mails were exchanged backwards and forwards and each time my request was refused. My last three e-mails have just been ignored. I requested a telephone call from the manager and nothing has happened. I have called the customer telephone number at every time of day and the phone is never ever answered.

This is not the kind of customer service I expect. You may save money but if there is a problem it looks like you are on your own. I will not purchase from this store again.

I placed order in this company. Paid by card. Now I can not reach them. Do not respond to emails. Order in process on the site. Now I do not know what to do. Can I somehow return the money?

Placed an order with xTwo on 18 May and the wanted payment in advance - the prices are good but I fear the savings will turn out to be very expensive. It took mulitple emails to get confirmation of the payment and the order - finally recieved this on the 26 May. I have been trying to get clarity on the delivery date having emailed them on the 26th about this - no reply. I have now emailed them 5 times 30/6 - 5/6) and not recived any reply. Their telephone is never answered - just a recorded message and left on hold until the line cuts out. Other reviews seem to be positive but I am now faced with trying to recover my funds.

I have another quote from them for £4700 of kit for another project, the savings are not worth the stress.

Addendum/correction- the goods were delivered yesterday. The day after my emai (see below), I received a reply from xtwo to tell me that "completed' meant with the shipping company and was given a tracking number. The lack of clarity, communication (no tracking number or automated emails to update you) and the inability to join them by phone, let them down. So 3 stars but all in all - not a bad experience + their low rating does not create confidence in the first place.

Placed an order on 17th May. Just checked today the status of my order as it was supposed to ship in 2 to 3 working days. The status has been updated to completed! I have not received the goods and have not been contacted by the shipping company. I have tried to call their customer service but I have been left on hold for over 20 minutes. I sent them an email today and will wait until the end of the week for a reply (without illusions) prior to report it to eBay and my credit card company. It would seem that their overall rating is a fair representation of their business conduct.

Hi. I have ordered three times with this company. All hansgrohe products for our bathrooms. No problems each time. You have to be prepared to wait a little longer than expected, if you need an item within the week, forget about it, unless it is listed as 'on stock'. I would give at least four weeks in advance to account for any longer than expected delivery times. Apart from that, sit back and enjoy and huge savings. You won't find anything cheaper in the UK, including ebay. All emails were responded to the same day, tracking numbers provided, information given. I was notified that one item would take longer than expected so I cancelled this item, my other items were sent promptly and my refund received promptly. Very pleased. Items are sent by DPD, who are the best delivery service IMO. No complaints from me, I would definitely recommend to my friends, family and others.

I was a little wary about buying from xTwo, given the mixed reviews on here but was swayed by the huge saving compared with British websites.

Both items (Keuco loo roll holder and towel rail) showed 1-3 days delivery. I ordered at 8pm on Wednesday 8 March and received my order today (Friday 17 March). It arrived well packaged and in excellent condition by dpd parcel delivery service with no signature required.

Apart from an email confirmation of my order on 8 March and the dpd texts today showing e.t.a., there was no other communication from xTwo but I had been prepared to be patient.

I would recommend buying from here, because the savings are so great and they do deliver. BUT be patient and, for added security, use Paypal because of its Buyer Protection or (and only if your purchase item costs more than £100) use a credit card so you are protected by Section 75.
Happy shopping!

Ordered bathroom equipment from french site. Sent the company 2 emails enquiring about my order which were answered quickly and politely. My order arrived today in excellent condition. Thank you xtwostore.

My experience seems to be the opposite of the other English reviews. Goods arrived from Germany faster than a parallel order from the UK. Exactly as advertised and cheapest available. Given this I can only recommend but worth looking at other reviews as well

I ordered three showers on the 18th December (all were showing in stock).

Despite many emails and phone calls (constantly kept on hold, never get through), I have got nowhere.

My order still says 'processing' and I am just left waiting.

Horrendous service from a company who seem renowned for exactly the run around I am getting.

Use someone else, you have been warned :-(

Total order was delivered for bathroom ceramics and furniture within 3 weeks in spite of a delay with one fitment. Kept informed by excellent customer service. Only thing I regret is that I did not order more. This was because I was unsure of ordering so much by internet. I would not hesitate in future if I need anything to use this company.

We replaced an order on July the 27 nearly 4 month ago.
We paid them straight away.
They are telling us again and again that they sent the goods but they are lying!!!!!
they confirm to us by email that they sent all the order last Tuesday November the 8th but they didn't.
This is unbelievable, we are waiting 4 month for this.
I tried calling them today 4 times ,every time after 8 minutes the line was cut off, is this called customer service?
Be very very carful before dealing with this company!!!

No doubt low or may be lowest prices for wide range of products. However the real delivery times may be longer than what is specified. I was waiting for 4 weeks with specified availability of 1-2 weeks.

So very God option if there is a time till products are needed. Not recommended for urgent requirements.

Communication is prompt, however there is a suspicion that answers are formal, just to keep you away from cancelling the order as delivery is delayed.