“They refuse to allow returns of items which have been removed from the clear packaging... then deliver items where the clear packaging isn't heat sealed as they say.
The item is the wrong one (my fault), but could never have been returned, I also have no idea if it's a previous return to them which they didn't fully check, which for the same reasons they refuse the returns could be broken.
Due to being let down by a plumber, the item wasn't opened for months after delivery, so I missed their stingy 28 day return window before even seeing the issue. They've refused to even consider an exchange, and refuse to accept (or even understand) that delivering an item that they would consider to be unfit for use if they received it isn't acceptable.”
“Over promise and under deliver.
Advertised "estimated delivery" on 26th April was 28th April.
Immediately advised awaiting stock, no date given... however the website continues to advertise delivery in two days for order received by 3pm.
It has proved difficult to contact them via email and phone... now they are advising it may be 10th May but "out of their control"... BUT the website today is advising 5th May for this item.
They are misleading potential customers in their buying decision.
Do not trust what you see.”
“Ordered part about a week ago, received email saying there’s a delay of one month, this is now two months. Come on, that’s nuts.
NOT GOOD.
No shower for two months.”
“I bought a toilet seat (Roca Victoria ( Original)) as it says on the invoice all that I've got is a replacement.
The said Original is the pan and it looks like an excuse.
The brand is Roca Model is Victoria, and that's it.
Hope that helps someone else.
Thanks.”
“After to months waiting for a parts a give up. Got it only emails that they waiting for stock… and have a delay….totally waist of time. Don’t buy anything from them. Very poor customer service”
“Useless service & totally complacent when I have approached. Took ages to even identify all parts I was looking for because they say they only had one staff member to liaise with for yap model and if you don't get the complete answered, which I did not, you have to wait again until they get round to coming back to you. I would give zero if I could as that was only the start of my issues”
“Bathroom “Spare Parts” is an apt name. Tried ringing - incredibly unhelpful woman told me to go on line - she needs charm school. Often takes weeks to respond to e mails. Send photos and they ask me to send a photo daaaaahhhh?!!! Then they say they can’t identify it even when I send the Bath Store ref number daaaahhhbb!!! I think something is fundamentally wrong. I suspect the management aren’t even aware how poor the technical support has become. Let’s blame Covid WTF is this yes a bath store Libert shower screen hinge. I think I shall get Interpol to helo”
“After placing order received email stating item was in stock and had been dispatched, and small item was posted by Royal Mail first class and was supposed to take 1-5 days. After 4 days nothing happened so emailed. Reply said we are expected stock any day now! Also money for the item was debited. Not remotely impressed.”
“We have used this company several times now, and each time been very impressed with their service, from identifying the correct parts, and then delivering in a quick time. Would defiantly recommend.”
“Never use this company, unless you like to gamble with your sanity...
Short story - no information given about whether your order is actually in stock even after you have placed an order, let alone before. Therefore "Next day delivery" boast purely random feature of the experience. Phone line almost impossible at times to get through on. Delivery of entirely wrong parts, not just one, but all of them. Lying about ability to satisfactorily correct this. Finally Petty and desperate attempts to get out of paying for the £3.90 return postage of incorrect goods.
Intrigued? Here's the long story....
Initially chose to order from them because website boasts "UK Next Day delivery if ordered before 1pm". Placed order. Received cursory email to say order had been received. Decided to call and check everything was ok as nothing further had arrived by midday. Phone line was impossible to get through on. After numerous attempts connected to someone who informed me that one part on my order would take up to a week to get in stock! No indication given in the website order process or email received to indicate this. Needless to say needing items for the next day I cancelled that part as I was told the others could be sent through in time for next day.
Next day arrives and I wait in all day. No delivery. It turns up the following morning instead and on opening the parcel I find that not one but both remaining parts of the order are wrong! Manage to get through to customer service who tells me he can get the correct parts to me today, he will call back to confirm in half an hour. No call back. I manage to get through again only to be informed that it will only be possible to get them in the post today, not to me. Annoyed as (add expletive to taste...) I cancel and have to run round London to find the parts myself.
Next day ask for returns procedure info/ reference and am told I can "use any delivery method I want" with some obscure words about the delivery cost. I make a point to clarify that I will receive my return postage costs refunded and get further obfuscation. Looking at their website notice small print that says they will "arrange suitable collection" of any goods sent by mistake. I point this out to them. They reluctantly tell me it involves sending a label and me dropping it off for pick-up at "corner shop". This seems more hassle than just sticking it in the post so after receiving further assurance that "Yes, once returned we'd refund the entirety of the order, postage and product in full" I just stick it in the 2nd class post instead. On informing them of this I am told that what they meant was outbound postage only, not my costs...!! Pointed out they were lying again, to no effect. I guess this is part of their customer services policy, to lie to their customers.
At this point I actually became amused at how shambolic, inept and pathetically venal the whole transaction had become and decided to cut my losses on the worst transaction I have ever had with any entity that purports to be able to sell me a good or service. WORST EVER guys. By a long clear margin. Congratulations. I trust your business will survive long enough to learn and grow. But... then... I doubt it.”
