“Poor customer service. It is a shame that Better Bathroom used to be our favourate, but it is not like what it was any more! sadly! We will never buy anything from any more!”
“Bought my bathroom suite in Jan and expected first delivery date was April to be fitted beginning of June. I thought I best take this in case anything is wrong with it so they can sort and re order.
All delivered and all wrapped with no damage on the outside.
I went on holiday, my bathroom fitter came and took my bathroom out ready to fit the new one and as he open ended the bath which was all fine from the packaging, the bath was smashed on the L shape corner to the front. My fitter then contacted me on holiday to tell me saying “ what do you want me to do as you have no bathroom in”.
I rang better bathrooms from abroad to be told they would have to order this and I’d have to wait (despite I had no bathroom). I asked for a refunD and my plumber sourced one costing me a extra £300.
After this the drawer handles were not delivered, I rang better bathrooms yet again, they sent 1 handle instead of 2 and it was a short handle instead of a long one. I rang them again, this time they sent the correct handle but again only 1 not 2, I rang them again, they are now sending another in 4 days.
When asked to speak to the complaints dept I was told someone would ring me back in 2 hours from Friday lunch time….quests what, no one rang.
This firm is a sham, no one gets back to you and I must have made 8 phone calls to them at premium rate!
It’s says there’s a number on my invoice which isn’t premium, but I tried them all, they tell you they are all premium.
I will not use this firm again, nor will I recommend! Stressed to the max is not the word, was stressed on holiday and came back to stress with this firm!”
“It's a mixed review to be honest. Ordered several items from Camden range - vanity, sink, radiator, taps - all in stock. Arranged for me to collect from Castle Donnington on agreed date. No updates on order leading up so I rang customer services 3 times & was assured each time everything was in order & on track. On collection day I would receive a call & an email giving instructions. Rang day before because I noticed my order status had gone 'on hold' & was told not to worry, whole order had been despatched & to await the collection contact. Here's where it all went monumentally wrong. On collection day having still not received any updates, I rang & was told my order had been "cancelled 2 days ago", items were "out of stock - sorry" & "would I like to choose something else?" You can imagine my reaction. 'Anna' put me through to the sales team - Iqbal - who was brilliant. Re-ordered everything, upgraded an item & sent the whole lot via express pallet delivery at no cost. It arrived the next morning. I had updates from the pallet tracking all through the night. The items were absolutely beautiful, top quality & packaged really well. They came good in the end. Sadly, the customer service team leave a lot to be desired & I don't understand what went wrong. It wouldn't put me off using Better Bathrooms again but their customer service team does put me off rather. I recommend placing your order direct with a member of the sales team, not just via their website. It seems to be a slightly different process & much more comprehensive. All good in the end tho, very happy. Thank you Iqbal.”
“Great website, easy to use and good prices when compared elsewhere. Even better though were customer support, who were really helpful when it came to changing my delivery and bringing it forward.”
“I Can't describe how bad this company is!! They told us we came to deliver your bath but we were not able to reach your home because our van was too large, then we were promised that they will come the following day. Waited the following day nobody turns up! I call them and they say that the delays is due to the supplier which means they have not come the day before, and now we have to wait for 10 more. Zero Service does use them”
“BEWARE! PLEASE PLEASE DO NOT ORDER FROM THESE SCAMMERS.
I order a bath for a promised delivery date - turns up several hours late 4 days later. I then open the package and they've sent the wrong bath - not just the wrong model but a cheap plastic rubbish corner bath instead of a standalone! Waited endless hours on the phone to speak to them. Now they want to charge me £120 to send a replacement (no way), or a refund. And now I have to wait in YET ANOTHER day for the plastic rubbish they sent to be collected again for the refund.
I REPEAT - DO NOT ORDER FROM THIS AWFUL COMPANY. AVOID. LIKE. THE. PLAGUE.”
“Bought along with a bathroom suit a shower tray from Better Bathrooms witch was defeated it took a week of phone calls and a phone bill of £67 to get this sorted what a joke and a rip off will never use again!”
“Do not use these. I read the reviews about delivery and was put off therefore decided to drive 30 mins for collection instead. First they changed the date from the 18.04 to the 20.04 and then when I went on the new collection day (40 min drive each way) they advised it wasn't there. They said it would be the 22.04. The 22nd came and guess what, now not there until the 28TH April. I've given up and cancelled my order as I have zero confidence in them to deliver anything on any date they give. Avoid these scammers at all costs”
“I ordered a toilet-bidet with this company. After waiting a month, it finally arrived and I mounted it. I found a potential issue with it, recorded the video and sent to the customer support. They replied 2 weeks later apologising for not seeing it and since the file had expired (via wetransfer), they asked me to send again. Not happy, I obliged. 3 weeks later, after my email asking for an update, they apologise again saying the file had expired and asked to send it again.
I'm fuming, as this is not some random futile purchase I can live without, it's a damn toilet!!! Absolutely shocking support... DO NOT PURCHASE!!!”
“Order was not delivered after waiting in all day. I was not contacted by anyone. Had to cancel order due to unacceptable alternative.
Customer service is appalling with various members of staff making false statements. Avoid like the plague.”
“Received cabin shower all good but instructions on how to fit door trim seal into frame not at all clear sust it out eventually but took half a day of head scratching . Fit glass into frame then lay seal flat on glass on the inside of the door with J shape edge against the frame push seal into frame with a small block of wood that won’t scratch the frame.A bit at a time . A little bit of washing up liquid makes this job much easier not not much just a smear on the J edge .I recommend a photo of this or something similar in the instructions as this was the hardest part of the assembly . It made had work of an easy job though lack of information.”
“This has to be the most atrocious service from a company ever. Ordered a bathroom mirror in June 2021 & they change the delivery date constantly, rescheduled yesterday (for the third time in a week) to 26th November! They gave me some money off a couple of months ago by way of an apology (it's not a cheap mirror), maybe thinking this would give them carte blanche to keep letting me down. I regret ever purchasing from them. I've had to make more bathroom purchases this past week for my B&B, obviously not from them. I'd be shocked if they had any repeat business. I wish I'd read customer reviews before buying from them; I've been without a bathroom mirror for 5 months & counting! They have a substitute they could send me but refuse to as it costs more. Goodwill is lacking!”
“Shocking customer service, terrible on the phone, no one knew anything.... Constantly repeating myself.. . really delayed an important side of the project as tge toilets were taken the even ing prior to them arriving... Week and half later half suites turn up with no tiolets...... Frustrating is understatement to this companies incompetence. If you like waiting for materials or a return call that never comes... Then better bathrooms are for you. 0 stars”
“Placed an order the first week in July, only doing so because all items were showing as in stock. Got a delivery date for the following week and managed to book the week off work to get the job done. The day before the delivery date, I get an email changing delivery date to 21st July. Too late to cancel my leave but these things happen. Two days before this date, another email arrives putting delivery back to August 5th. Frustrating but not really enough time to cancel and reorder elsewhere. A week before the August date, I contacted BB to ensure this delivery date would be met and was assured that everything was OK for the 5th so managed to book another week off work. Lo and behold, on August 4th, another email arrives stating delayed delivery yet again and this time it wasn’t expected until November! Absolutely fuming so cancelled the order as there’s no guarantee I’ll get my stuff anytime this year. Only ordered items because they were supposedly in stock and now I’ve wasted two weeks annual leave, lost out on overtime, have other building supplies lying around waiting, have paid interest on my credit card purchase, and I’m no nearer getting the job done than I was a month ago. Won’t be using BB again and I’d advise others to think twice.”
“Ordered bathroom suite they said it would arrive a week later five weeks later still no bathroom suite and get another email to say it’s going to be another four weeks embarrassing company why would you have items for sale that you can’t get for over 2 months after ordering”
“Ordered a radiator from their website, I wanted quite a specific design of vertical radiator. Paid £35 for next day delivery as needed it fast for plumber booked in.
Waited in for delivery next day, as it said it was arriving next day, checked the delivery late afternoon and it had moved to 2 days time, no notification.
When it arrived it was on a 7ft high pallet, wrapped in plastic, driver not interested in removing any of that for me to check, I couldn't move it and it wouldn't fit through the garage as too high, as it was raining so he left it under the porch by my front door, it stayed there all day until my husband got home that evening.
Unwrapped it, looked nothing like what I had seen on the website and ordered, tried to initiate a return online and it states that I am responsible for returning items not wanted!!! So we called them, they said they use images for illustration purposes - what a load of rubbish! Told them it was awful and wanted to return it, so they were going to charge me another £30.00 for this!! I found it so stressful, I handed it over to my husband to deal with. He rang them, they promised to refund for the radiator and the delivery charge if we paid the £30 to send it back and they would arrange a courier their end. Checked the bank and they only refunded for the item, so he rang them back and kicked off and they returned both delivery fees. Now, I wasn't going to leave a bad review because after all the hassle and inconvenience we did get all our money back in the end, after fighting for it. However...just received our mobile phone bill and does anyone realise that their main customer telephone number is an 087 no????? No, we didn't either. 5 phone calls to them and 67.85 minutes later, we have a lovely bill of £42.02 JUST for calling them. Absolute rip off merchants and I will not touch them, or any companies under Buy It Direct ever again!”
“!!! AVOID THIS COMPANY AT ALL COSTS !!!
terrible service & misleading delivery times.
I placed a £200 order and paid additional £35 for next day delivery, 5 working days later still no delivery and no update of when it will be delivered. The call centre have no idea what's going on and won't make outbound calls so are no help at all.
Do yourself a massive favour and use a independent plumbers merchant in your local town before spending any money with this place.
!!! AVOID, AVOID, AVOID !!!”
