Rubberduck Bathrooms Ltd Reviews

Name: Rubberduck Bathrooms Ltd
Address: 148 High Street, Redcar, Redcar and Cleveland
Rating: 4.65

4.7 Rating 11,444 Reviews

92 %

of reviewers recommend Rubberduck Bathrooms Ltd

4.7

Based on 11,444 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	Greater than 90%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Rubberduck Bathrooms Ltd:

Transform your bathroom into a luxury contemporary or traditional bathroom. At Rubberduck Bathrooms we have a huge range of bathroom suites, bathroom wall panelling, ceiling cladding, taps, brassware, showers, shower enclosures, shower trays, wetroom kits, shower screens, lighting, flooring and bathroom accessories from leading bathrooms manufactures including Roman Showers, BushBoard, MultiPanel, Carron Baths, Abacus Wetrooms and many more.

Visit Website

Phone:

01642 913727

Email:

contact@rubberduckbathrooms.co.uk

Location:

148 High Street,
Redcar
Redcar and Cleveland
TS10 3DH

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Rubberduck Bathrooms Ltd 1 star review on 8th April 2024

DAVID MANSFIELD-HOLBROOK

321

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I've ordered a shower panel (expensive delivery costs) and by mistake 2 were delivered. I told the delivery driver that we had only ordered 1 and didn't want to get a second. Because the driver had 2 invoices said he HAD to leave them both with us. They were bulky and heavy to carry and, as Rubberduck only provides kerbside delivery, i had to get them both up to the 3rd floor. Each weigh 30kg. Because the driver had 2 invoices said he HAD to leave them both with us. I've contacted the company 2.5 weeks ago and the extra panel has not been picked up yet.”

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Posted 6 months ago

“I bought some screws and you keep hassling me to provide a teview”

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Posted 7 months ago

Good morning Conor, We're sorry you found the 2 review invitations somewhat annoying. We don't send them out to pester people, they go out automatically after you have an order delivered. If you don't respond to the first email a second reminder goes out just in case you missed the first. Normally people understand how important these reviews are to small businesses and either leave a review of their experience or simply ignore them if they don't have time. We can see you ordered a set of pipe washers and screws late evening, they were dispatched next morning on a next day service and were delivered without issue. Thanks again Conor you stay positive buddy! Rubberduck Bathrooms Team

Posted 7 months ago

“Charged the earth for a return”

Helpful Report

Posted 7 months ago

Hi Richard, We're sorry to hear you've been unhappy with your recent order. Looking at the details we can see part of your order was specially arranged for delivery on the 29th of August. This was part of a split delivery as an item contained in your order had a longer lead time and this was to allow for work to begin. On the 25th of August, we provided a dispatch confirmation detailing the items were due to arrive as planned on the 29th. On the afternoon of the 29th we received communication from the courier suggesting the item had been rejected on arrival as it was "no longer needed". The cost incurred was not that of a return, it was the cost of the delivery service used to transport the items to you and then having to return them back to the manufacturer to be restocked. Had we been notified the item was no longer needed we would have cancelled the delivery service used and no further costs would have been incurred. We're sorry to see you feel this constitutes a poor service delivery. Rubberduck Bathrooms Team

Posted 7 months ago

“I prefer a bath a couple of months before my bathroom was installed. When the fitters opened the bath it was badly damaged, I phoned Rubber duck to explain but they said id had it too long to exchange. I had no option but to order another one from them, this second one came with exactly the same damage one! So I asked again for a refund on the first one but they said no. The 3rd bath came ok but this all delayed the bathroom by 3 weeks.”

Helpful Report

Posted 7 months ago

Good morning Daniel, We're very sorry to hear about the issues faced with your delivery. We pack these items on pallets using heavy cardboard edge protection and plastic wrap to ensure the protection remains in place during transit. Typically we rarely see damages reported on the products we send out. We completely understand the frustration with having to deal with issues such as this and we try our best to inform customers of the practices and policies we need to follow in order to achieve a positive outcome in these rare instances. Again, we're sorry you've not had the normal Rubberduck experience here. Rubberduck Bathrooms Team

Posted 7 months ago

“Regrettably, a hugely disappointing experience. I ordered a rectangular shower tray, which arrived different to the product advertised. Hench it could not be used. The item had to be sent back because the advertised tray we thought we'd purchased was not available anymore due to the supplier changing the design. After over three weeks of waiting the refund has finally been received in the bank. I understand these things take time and mistakes happen but there is no excuse for a refund to take this long when it was an error on Rubberduck's part. Frustratingly, our bathroom renovation has now been delayed by well over a month waiting for the refund to be able to purchase another tray from elsewhere. I always like to support smaller businesses and your online reviews read very well but unfortunately my experience has been very different.”

Helpful Report

Posted 7 months ago

Good morning Craig, We're very sorry to hear about the issues caused from the change in tray design. We can see that you had raised the matter with the team initially on the morning of the 30th. We communicated that detail immediately to the distributor who contacted the manufacturer. On Friday the 1st, we followed up with the distributor and it was confirmed that there has been a change in tray design. On the same day we emailed to see if the tray could be utilised for your fit with a large discount offered as a goodwill gesture. Once all details were confirmed and it was decided the tray could not be used on the Monday, we put a collection request in with the distributor. It was explained that, as soon as the item had been collected, checked and restocked with a credit confirmed from the distributor, we would process your refund. The credit was finalised with the accounts team on Friday 15th and we can see your refund was processed on Monday the 18th. We agree that with multiple parties involved, this process took longer than we'd like. Thankfully we don't see many unannounced changes in product design. Again, we're very sorry that you haven't had the normal Rubberduck experience this time around. Rubberduck Bathrooms Team

Posted 7 months ago

“I returned these due to them not being the right shape. Had confirmation of rubberduck bathrooms receiving my return and signing for it, but I heard nothing at all about my refund. 2 weeks later I call in to ask about my refund and had to ask for my money back. Was left on hold while a call handler checked with someone before processing my refund. If I hadn't have called up, I wouldn't have received my refund at all. Awful company”

Helpful Report

Posted 7 months ago

Good morning Robyn, We're sorry to hear you've been unhappy with a recent purchase. We can see you needed to return a toilet seat purchased and called to confirm the return of the item. We happily accepted and sent across the details regarding the returns process. We explained that when the item arrives, the warehouse team will inspect and restock the item before passing the refund up to the accounts team. When you called regarding your refund, the operator simply called the accounts team to confirm the item had been returned and checked in with no issue. The response was obviously positive and we processed the refund at the time, while you were on the phone. The refund request was sent across to accounts on the 6th and processed on the 11th. We're somewhat confused as to why you would think that the refund would not have been processed otherwise. We hope you find a service that better suits your needs moving forward. Rubberduck Bathrooms Team

Posted 7 months ago

“I returned an item to rubber duck bathrooms at my expense. Despite numerous assurances from them that they had processed my refund I didn’t receive it. In the end I had to get the credit card company to force them to pay my refund. I would never use them again.”

Rubberduck Bathrooms Ltd 1 star review on 19th September 2023

Helpful Report

Posted 7 months ago

Good morning Ann, We're sorry to hear you've been unhappy with a recent purchase. Looking back at the details, we can see that you had ordered a tray that was not suitable for the space available. On contacting us about the matter, we requested that the manufacturer exchange the tray for one that was suitable. Unfortunately they did not offer a collection service and we needed the item to be returned for us to process a refund. At this stage you expressed dissatisfaction with the returns process, stating you should not have to return an incorrectly ordered item at your own cost. There was some confusion around the refund, as the tray was supplied as part of a full shower enclosure kit with glass and profiles etc. Which was not returned. The refund was processed (as pictured) and was for the tray minus the rest of the enclosure. We hope the above helps to provide the full clarity on the matter. Rubberduck Bathrooms Team

Posted 7 months ago

“Although the items arrived very promptly, there was a lot of things very wrong with the delivery! First of all no information about the arrival! I have provided my phone number as well as the email address and it would be courteous to let me know the items will be arriving at the school run. I have 3 children in 3 different schools! My youngest stayed at home and called me the driver is there, I was a few minutes away and asked for him to wait, whereas he started to unload into our house without checking it with me while my 11 year old was at home! It made my son and me very upset as it was not his right to enter our property! I do not care for this behaviour despite appreciating the driver is bound by time. I was very close to call the police. This is an absolutely inexcusable behaviour. I will really think about using your company in the future. It is not how you deal with the customers.”

Helpful Report

Posted 7 months ago

Good morning Kamila, We're sorry to hear you feel the service could be improved. We can see you placed your order for a number of wall panels on the morning of the 13th. Shortly after picking up your order, we emailed you in the afternoon with a dispatch confirmation. This email contained your ETA for the delivery which was the very next day the 14th. The panels are delivered direct by the manufacturer Multipanel and we're very sorry to hear that they arrived during your school run. We do ask that an adult needs to be present for the delivery within the dispatch email. When placing your order, we offer a comments and shipping instructions section. Where customers can provide any detail that would be relevant for the delivery. If you had provided the detail in that section, we could have informed the manufacturer and we could have requested that they call you prior to arrival or a later delivery. We hope your bathroom installation goes well and thanks again for the comments. Rubberduck Bathrooms Team

Posted 7 months ago

“I ordered a shower tray from this company. It was faulty on delivery - a hairline crack that ran through the tray - but that fault only became clear after the tray had been put in place. The company refused to replace the faulty tray and said to my plumber "... as we're a discounted retailer, we don't have the profits in orders to replace goods free of charge when damaged". Instead, they allegedly contacted the manufacturer who, naturally, blamed the plumber. This is a shower tray, solid as a rock, which can take the weight of a large human being yet somehow they blamed the plumber who was accused of installing it incorrectly. Needless to say, I cannot recommend this outfit nor will I be doing business with them again.”

Rubberduck Bathrooms Ltd 1 star review on 12th September 2023

Helpful Report

Posted 7 months ago

Good morning Melvin, We're very sorry to hear about the issues you've had with fitting your tray. We do feel there are some key points missing here. The item was not faulty on delivery. It was delivered directly by the manufacturer without any apparent damage noted until after installation. The tray was unpacked, installed and allegedly left to settle for a couple of days before a tiler came in to complete the work around the tray. It was only after this point that your fitter returned to the job to find a "hairline crack" had appeared on what would be the weakest point of the tray. We filed a claim with the manufacturer on your behalf to see if we could have it replaced. Unfortunately given the details provided, it was deemed that this crack would have been noticeable as part of any pre-installation checks. You are correct in that once a tray has been bedded in correctly, is completely level and left to settle, they can hold considerable weight. If that is not the case, then issues such as the one described can appear. Unfortunately, we cannot process free of charge replacements on items deemed to have been damaged during installation. However we did offer a heavily discounted replacement as a goodwill gesture. Rubberduck Bathrooms Team

Posted 7 months ago

“Ordered tray size 760x 800 and was sent twice 700x800. Had both picked up and returned over 2 weeks ago and still have not received my refund. I have even called asking when I would get my refund and was told in the next few days. Still no refund”

Helpful Report

Posted 7 months ago

Hi Lynn, We're sorry to hear about the delay on your refund. We can see that your refund was processed last week with a confirmation email going out to confirm also. The refund may have taken a couple of days to clear. When returning items to the manufacturer we need them to collect, assess and restock any returns before we can process a refund. Sometimes this process takes a little longer than we'd like. We always keep customers informed of the process and if ever you need to clarify any details, you can always call and to a member of staff right here in the office. Rubberduck Bathrooms Team

Posted 7 months ago

“Over 9 days waiting delivery. No Comms from the company. Looks like my first and last order from these guys”

Helpful Report

Posted 7 months ago

Good afternoon Mr Georgiou, We're very sorry to hear about the delay in receiving your delivery. Looking at the details, we can see the item ordered appeared to be out of stock with the manufacturer at the time of the order. Given they look to deliver direct to you and we hadn't heard of any issue, we were not made aware of the delay until reading your review. Once informed of any delay, we contacted the manufacturer immediately requesting an ETA. The ETA was sent over VIA email with tracking information contained, so you could monitor the items in transit. We’d like to apologise if this has led to any inconvenience on your behalf. Rubberduck Bathrooms Team

Posted 5 months ago

“Appaling service once they have your money. Numerous calls ie 10 to rubberduck and 6 to their delivery party - made to them and very few responses and not all when promised. Total emails re problems are 4. 5 Adhesive sealant tubes recommended for panels in order to comply with guarantee did not stick and therefore had to purchase new ones immediately after spending 3 hours of my fitters time removing the sealant from the walls,panels and trims. Original trims delivered were the wrong ones and second set delivered didnt fit so had to purchase another set from them and I also had to return the second set back to the delivery depot which was a 50 mile round trip. Promised refund but this has not yet been received. I will definitely not be using them again and will not recommend them.”

Helpful Report

Posted 8 months ago

Good afternoon Jane, We're very sorry to hear you've been unhappy with the service provided. We can see there was a delay with the manufacturer, meaning the items did not arrive within the initial ETA provided. During installation you reported an issue with the sealant supplied by the manufacturer. To help remedy the matter ASAP we immediately dispatched 5 tubes of sealant completely free of charge. We have since apologised on numerous occasions for the initial delay and for the issue with the sealant. Over a month after purchasing your panels, we can see another order came in for some profiles. The profiles supplied as part of that order were correct. This issue however was that you had ordered profiles that were not compatible with panels purchased previously. The credit for the returned channels was received yesterday afternoon and we can see your refund request is with accounts team ready to be processed also. Please keep an eye out for an email with confirmation of your refund. We apologise for the inconvenience around the initial delay and the issues with the sealant. Rubberduck Bathrooms Team

Posted 8 months ago

“Terrible customer service!! 20 days after order placed it still hadn't been received. This was for items in stock and ready to be dispatched. Spent the next week chasing my order and nobody seemed to know what was going on and never returned any of my phone calls or emails. Eventually I decided to cancel my order, that was the 26th July - now 21st August, I've still not had any refund. Poor, poor customer service.”

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Posted 8 months ago

“they ordered totally the wrong product for me, so i waited 4 weeks for a useless item. they never admitted it was their mistake and never returned any of my calls when i called to get it dealt with. they then edited their website picture to make out it wasnt their error. really poor customer service causing me delay and frustration.”

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Posted 8 months ago

“The goods said they delivered but I didn’t receive it”

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Posted 8 months ago

Good afternoon Lawrence, We're very sorry to hear about the issue with your missing parcel. Looking back at the order details, we can see your order was placed around 1pm on the 25th and was dispatched on a tracked DHL next day service within half an hour from confirming the order. We provided tracking links, so the item could be monitored in transit and you knew when to expect it. We can see from those details the item arrived at 8:15am the very next morning of the 26th. Several days after delivery, we received a communication on the 1st to suggest the item was not delivered as expected. We then reached out to DHL who provided proof of delivery (POD) and an image of the property with the parcel tucked away inside a small opening in the porch wall. After providing the POD over two weeks ago, we hadn't heard anything further regarding the matter up until reading this review. Rubberduck Bathrooms Team

Posted 8 months ago

“Well, I have a different review to most; I ordered some shower panels which seemed to be going OK but I discovered that it was 'roadside delivery' and that the delivery team had propped the panels OUTSIDE my door on a man road and gone, despite me being 50 yards away at the post box. They hadn't bothered to call me despite having my mobile number I was met with aggression by a member of staff at Rubber Duck when I rang to complain. I had to pay 2 members of the public £20 to bring the panels into my flat. They were stored flat in my living room for 4 days and when I opened the packaging I discovered that one had a couple of small dents in it. I called Rubber Duck and was told that the manufacturer could replace but I would have to return the faulty panel and wait for a new one to be 'delivered'. As the builders were mid way through the shower installation and couldn't wait we decided to go ahead as the dent wasn't too noticeable and hadn't broken the panel surface and as I couldn't afford not to have a functioning shower for weeks. The panels were installed to a high standard by the builders, but after two weeks of use were both bubbling and blistered at the bottom, despite being sold as water resistant. I reported this to Rubber Duck on 5th May and am still waiting for the manufacturer to come and do an inspection. I suppose I was unlucky but I'm hugely unimpressed with the staff efforts.”

Helpful Report

Posted 8 months ago

Good morning Karen, We're sorry to hear you feel the service could be improved. Looking back at your order placed in February this year, we can see that you had reported minor panel damage several weeks after having them delivered and taken inside the property. To manage expectation we indicated that the manufacturer may not look to replace the panel, given the timescales involved. The team still pushed for a positive resolution regardless and we were able to secure a new panel. With the existing one to be uplifted when the new one arrives. At no stage did we ask you to return the panel. As you said, it was decided that the installation would go ahead without replacing the panel. With all panels, we advertise the delivery service to be kerbside only across the website pre-sale. This is apparent in any emails sent after purchasing too. This helps customers arrange for persons to be present at the point of delivery and to avoid issues such as the one described here. The panel inspection was confirmed with the manufacturer on the 30th May, with them looking to arrange a qualified fitter local to you to come out asap. The last communication we had on the matter was on July 3rd and we've heard nothing to suggest an issue up until this review. As always, we'll follow up accordingly and you can expect an update to follow once confirmed with the manufacturer. Again we're sorry you feel the service could be improved. Rubberduck Bathrooms Team

Posted 8 months ago

“Ordered Aqua Ice shower panels as the picture looks blue. When they arrived they were green. After very unhelpful e-mail from you I was told I ordered Aqua Ice panels and that's what I got .... end of! Since when has Aqua Ice been green. Would never reccomend you.”

Rubberduck Bathrooms Ltd 1 star review on 24th July 2023

Helpful Report

Posted 9 months ago

Good morning Andy, We're very sorry to hear you're unhappy with the panels purchased. We fully understand that panels can at times look slightly different on screen than when they arrive. To negate any issues with colour variations, we do ask that customers order samples in advance to double-check suitability. With the Aqua Ice panels specifically, we do mention in the product description that the colour is a mix of blue/green and we include the panel within the filter options and category created for Green Panels too. We appreciate your frustration with the situation and hope that you can see we have done all we can to inform customers before making a purchase. Rubberduck Bathrooms Team

Posted 9 months ago

“The package haven’t arrived, impossible to get any details about the delivery”

Helpful Report

Posted 9 months ago

Good afternoon Aiste, We're very sorry to hear about the delay in receiving your items. We can see several update requests have been made since the items were dispatched by the manufacturer on Monday last week, with the latest request being made just this afternoon. It's understood the courier used is dealing with a large increase in demand across their network. This is largely due to the closure of Tufnells and their active routes being redistributed with said courier. This increase in demand has caused delays in delivery and response times for info requests too, which we can only apologise for. We appreciate the above detail does very little to remedy the fact the item is yet to arrive and again we can only apologise for the delay. We'll continue to chase for any detail relating to your delivery and will update you as any new info comes in to us. If you need to speak to us in the meantime, you can always call and speak to one of the team. Rubberduck Bathrooms Team

Posted 9 months ago

“Not very good service.”

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Posted 9 months ago

“Purchased a front panel for a bath, and unfortunately my builder made a mistake, by measuring it wrong, and it's abit to small. It's a shame there no support with returns, mistakes can happen, but you are left to sort it all out by yourself, and returning is going to cost me £34, for a different courier. So your better off, going with a local company, and always check the return policy.”

Helpful Report

Posted 10 months ago

Good afternoon Imran, We're sorry to hear you made a mistake in ordering. We are very surprised that we have received such a low service rating here however. The item was delivered in a timely fashion with tracking links provided. On hearing you wished to return the item, we happily accepted and provided info on how to return the item to us. We provide full product info and a customer service line for any advice for all customers pre-sale. We do not offer FREE returns as it would cost a substantial amount to offer that service. To do so we would have to increase the prices of all items displayed across the website. This increase would price us out of the market and negatively impact our sales. It's a shame we live in a world where people refuse to accept a level of personal responsibility for issues created of their own accord. Rubberduck Bathrooms Team

Posted 10 months ago

Rubberduck Bathrooms Ltd is rated 4.7 based on 11,444 reviews