Really sorry you did not get the experience we expect all our customers to get Tracy. Our Customer Service team will be in touch to fully understand what improvements should be made to ensure our level of service is consistently high
Regards
Jay
“Extremely poor experience. My advice buy from elsewhere if you want a reliable service. Ordered a wall hung bathroom unit only to be told the warehouse had damaged the last available unit and could not send out a replacement. Had to change all my bathroom configurations because Bathroom Mountain (BM) would not supply an alternative model same size which was not on sale?? Poor customer service because both units were the same although slight colour difference but manufacturered by the same supplier. Make matters worse I ordered a mixer shower with the same order which never arrived. Speaking to BM customer service I was told they would send out a replacement. Since I never received a dispatch notice prior to the day of delivery I called their customer service only to be told the item is now out of stock, great news just before Xmas leaving me very little time to find another mixer shower. Complete a bunch of cowboys with my experience costing me delays to start my project and increasing my cost to start my renovation work. I wish I could have left no stars. Do not RELY ON BM if you want your project to work on schedule. I hope this review is published so BM are honest with their customers experience reviews which can be shared to other potential customers.”
Really sorry for the poor experience you received Jay, this is not the experience we expect for our customers. Your order is currently being reviewed by our Directors to ensure learnings are taken from this experience and ensure it does not happen again
“Order several items including 2x back to wall toilet with seat. One of which was missing completely and the other totally smashed! Was sent out two new toilets to find still no toilet seats! Pretty terrible quality check in the warehouse if you ask me”
Hi, Thank you for your feedback and please accept our apologies for this matter. We can see that the toilet seats have now been delivered. We hope you are happy with the use of the products and that the remainder of your project goes well. Regards, Nelson
Hi Karen, I am sorry to hear that your delivery did not arrive on the selected date. We will happily discuss the matter in our couriers in our next weekly meeting. I can see that the delivery was successful the day after and we hope that you are happy with your bathroom products. Regards, Nelson
“Ordered three mirrors - one cupboard mirror and two LED mirrors. I was overly satisfied with only one of the LED mirrors. The cupboard mirror was extremely difficult to hang - a guidance /screw template would have been really helpful but this was not provided (they tell you in the book how far the screws are from one another but offer no guidance as to how far the screws are from the mirror perametres meaning you will have to take lots of measurements to get the placement on the wall correct). Secondly, the large LED mirror was mains powered, which wasn't made clear on the website, but worst of all they wanted me to pay for the return and were rude about the situation. The cost of the return would leave us at a loss so we are now trying to sell the mirror on to someone else - the customer team was not supportive throughout this entire process. I also received no email to say that my order was dispatched and it just turned up, luckily when my partner was home, but nonetheless, communication is very poor. Would not recommend...”
Thanks for the feedback Jasmine we will pass this onto the manufacturer as this seems like a very useful idea. With regards to your other issue, a member of our customer services team will be in touch over the next 24 hours to discuss a resolution
“DISSATISFIED with their customer care!!! very poor!!! Not at all helpful!!
I purchased a bath and shower sliding doors from mountain warehouse costing £530 the shower door is of very poor quality. The bath unfortunately will not fit through the bathroom door it measures the same as our old bath we can only assume the on suite was built with the bath installed.
I emailed and called explaining our problem knowing full well we would have to pay for the returns courier that was not a problem.
What we do have a problem with is a 20% charge if the box is damaged that’s £70 off the £350 cost as well as returns .
The box came damaged fortunately the bath wasn’t. How do we prove the box was damaged on receipt ? We could have filmed unpacking but why would we ? We wasn’t to know the bath would need returning. How can a company take 20% for the cost of packaging? PURCHASE WITH AWARENESS and caution returns within 14 days are not all they seem.”
We are extremely sorry for the bad experience you have received Michelle and someone from our Customer Services will be in touch to try and help resolve the issue. Regards Jay
“Bought a full bathroom suite.were told to book a date for delivery.only at 8am in the morning a delivery driver said he is delivering it that morning with out us knowing nothing about this as we did not book at date.had to take time off work for this.rubbish after service..😡”
Hi John
I am really sorry to hear this and I believe our Customer Service Manager has now been in touch to rectify issues. If you have any more issues please get in touch on 01782 405047
Regards
Jay
Sorry to hear this Chris
if you haven’t already done so please get in touch with our customer services team on 01782 405047 or via email on customer.service@bathroommountain.co.uk and we will ensure your issue is resolved
Regards
Jay
“Poor service and poor quality. The cabinet purchased has more fittings on show than the photos on the website. A hinge on one of the cabinets feel apart, a replacement was sent out but was the wrong hinge for the cabinet so it can’t be used. And when I have asked for a refund I have had no response.”
We are really sorry for the inconvenience this caused Alex and have used your review as a point of reference for future training of the customer service team and technical team to ensure the correct replacement parts are sent out
I understand the issue has now been resolved but if you have any other issues please get in touch on 01782 405047 or via email to customer.service@bathroommountain.co.uk
Hi Amber, Thank you for your feedback, I am sorry to hear about damage to your item through this review. I am unable to find any record reporting damage to the product we supplied. Please feel free to contact our customer service team and will can happily address the matter for you. Regards, Nelson
Good Evening Richard, I am sorry to hear your feedback. I am unable to find any e-mails relating to your case nor am I able to see any notes on your order regarding any problems you have encountered. However, if the matter is not resolved please feel free to contact me directly over the phone on 01782405047 and I will do my best to help you. Regards, Nelson
“First time ordering from this supplier. All seemed ok until I had a problem with a flush valve. Took them over a week to send replacement. No contact from customer service with any updates. I continually had to phone. I’m a plumber by trade not only did it make me look bad to my customer it also cost me having to go back to install replacement. Will not be returning. Also the stock is mainly from soak.com which if I’d known would never had ordered.”
Hi Jason, I am sorry to hear about your experience. I can see that upon establishing the exact part you needed the part was sent as quickly as possible. Last thing we wanted was to send the incorrect part which would have been counter productive and caused more delays to your clients project. Furthermore, the majority of our stock is sourced internally from reputable suppliers and are our own products. Nevertheless we appreciate your feedback on the matter and wish you the best with your projects to come. Regards, Nelson
“DO NOT TRUST. Led mirror cabinet has no catch to keep it shut, hum’s really loud, customer service is non existent, you’d be mad to buy from this lot.”
Hi Sean, Thank you for your feedback on our product. I can see that a replacement was sent and no issues where reported on the replacement product. Please accept our apologies for the first product and we certainly hope you are enjoying the use of your new mirror cabinet. If we can help any further in the future please let us know. Regards, Nelson
“Terrible service. Waited all day for a delivery, when I called in the evening for an update, I was told that the delivery was cancelled because one item was out of stock. I was told that I was sent an email advising that it was out of stock and to choose another, which I responded to, but they didn't have time to read my email! I arranged to collect my order in two days time and chose another item for the one out of stock. I then received an email advising delivery would be a few days later and a refund had been processed for the out of stock item. Tottaly inept staff, I would not use them again.”
Hi Darren, I am sorry hear about your experience with ourselves and I thank you for your feedback. We always appreciate constructive feedback and whilst this is an unusual circumstance, we will look into what has happened in your case to improve our service and customer experience. More importantly I am happy to read that the matter was resolved and your project could go ahead. Regards, Nelson
“Yes, a cheap price to pay for bathroom items, but NO to the delivery charge on a roadside pallet, and NO to try to return goods for a refund, when the miserly bathroom mountain won’t pay for return delivery even though they are in breach of the DISTANCE SELLING ACT!”
Good Afternoon, Due to the size of the item, the safest way to transport it to avoid damage in transit would be by a pallet courier. I can see that, unfortunately, the order did not meet the threshold requirement of £299 for free delivery to your area and whilst I can understand you have contributed to the cost of delivery, the true charge of delivery to the area is much higher and the remaining charge has been subsidised by us. I understand that the item did not meet your expectations and we have informed you that we would happily accept it back within 14 days. We appreciate your feedback on the matter and we are sorry to hear that the item was not quite what you wanted. Nelson
“Interestingly, I already did this review, but it seems to have been deleted! Buyers beware! Don't use this company! The website seems to be designed to confuse and obfuscate - an 1100mm shower is not actually a max of 1100 plus the extension, it is a max of 1090! And you can't really return anything unless it is in the exact same packaging and then they charge a 20% repackaging fee. It took 2 days, 6 phone calls and 4 emails to get any response from their customer services team, despite being assured the 'tech' guy would call me. Find a different company - we had great service and great product info from a competitor selling 1150mm showers - not many of them, you'll find it (I mentioned them in my previous review, which might be why it was deleted). In short, NEVER AGAIN WILL I BUY FROM THIS COMPANY!”
Good Afternoon, we can see that your original review is still existent but we appreciate your bringing this to our attention. I am sorry to see your review and hear about your dissatisfaction with our product. We do not advertise that this product as being able to stretch to 1120mm as the maximum width the product would fit in, is 1100mm as advertised. Nevertheless, we appreciate your feedback and will look at ways to make the information clearer. Had we had a pre purchase call we would have happily informed you of this information prior to making the purchase. Regarding the return, we would never expect a customer to have wrapping machinery, however our products are packed at the manufacturer specifically to avoid damage in transit which is mainly why we would insist that the goods should be returned in the original packaging. I hope this gives a better understanding about our returns procedure although we do thank you for your feedback on the matter. Nelson
“No issues with delivery or transaction but the product itself was faulty, you would not know if a bath tap is faulty until it has been fitted, the hot water is fine, the cold water spouts the water to one side and not straight, so disappointed as it looked great, I now have to buy another and get the fitting done again adding more cost. Please use another company”
“Paid 25 pounds for delivery but the delivery man refused to help bring the delivery to the door. He then refused to take the crate it came in and asked for money to remove the crate.”
Sorry to hear you had a problem with receiving your delivery. Please note that on our website under 'delivery info' we explain that your delivery is for kerbside delivery. The courier is not insured for unpacking and delivering into your home and they need to leave the pallet with you in case of possible returns. Hoping this clarifies the problems you experience.
Keep safe
Polly
Bathroom Mountain
