Rubberduck Bathrooms Ltd Reviews

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

4.7 Rating 11,346 Reviews

92 %

of reviewers recommend Rubberduck Bathrooms Ltd

4.7

Based on 11,346 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 would genuinely give these guys 0 stars if I could and even that is probably too high. I ordered item with advertised 2-5 day delivery time and heard nothing for 2 weeks until I chased to ask where it was. No proactive updates whatsoever from them and no accountability for my awful customer experience. All topped off with a very condescending (and poorly written) email in response to my later complaint. Product finally arrived 30 working days after the advertised delivery date and is incorrect. Rubbish, rubbish, rubbish.”

Helpful Report

Posted 1 week ago

“Purchased my new Carron bath through Rubberduck Bathrooms. When the plumber came to install it, he discovered that one of the legs was missing. I reported it to Rubberduck on Friday. They said that Carron posted it to me on Mon. So far so good, but now it's Wednesday afternoon and I still can't install the bath as the leg hasn't arrived yet. Had to call them multiple times and ask for updates as they wouldn't do so pro-actively. In the end, the person on the other side of the line just shouted at me and hung up on me. Not the service one would expect for a £650 purchase. Now I have to buy a new installation kit being more than £50 out of pocket. Stay away.”

Helpful Report

Posted 2 weeks ago

Good morning Mr Pecker, Sorry you feel the service could be improved. We can see you contacted us about the missing bath leg on Friday afternoon. We contacted the manufacturer immediately to arrange for the missing part to be delivered. This was followed up after the weekend and the part was dispatched on the Monday with an email from them to us to confirm dispatch. On Tuesday you requested tracking information and again we contacted the manufacturer immediately requesting any tracking info. As we discussed, the service used was not a tracked service but we confirmed the item was in transit to you and should arrive shortly. We appreciate the frustration for the missing item however we and the supplier acted as quickly as possible to remedy any issue once it was raised. Rubberduck Bathrooms Team

Posted 2 weeks ago

“2 items we ordered and 2 came faulty. One at the begginubg hasn't been dispatched, they send after reminder. Wouldn't recommend.”

Helpful Report

Posted 2 weeks ago

Good morning Piotr, We're very sorry to hear about the issue with your order. We can see you reported an issue with a waste purchased late afternoon of the 4th, with a replacement being dispatched the very next morning at 9:56am using a tracked next day service. Just yesterday on the 8th, we received another email in the afternoon to let us know of a blemish in the finish of the tap purchased. There was an email exchange with all details being finalised at 17:09pm yesterday. We appreciate the frustration with dealing with matters of this nature but we do need a little time to resolve any issue raised to us. Please keep an eye out for your dispatch confirmation email and tracking link for your replacement. Rubberduck Bathrooms Team

Posted 2 weeks ago

“Fault with the tap I bought and they refused to give me a refund”

Helpful Report

Posted 3 weeks ago

Good afternoon Cindy, We're very sorry to hear about the issue with your order. Looking back we can see you filed a claim for damage to a wall mounted tap purchased. You chose to install another tap which you had to hand instead and requested a refund. As is standard for matters of this nature, we requested images of the damage. So that we could assess the tap, look to arrange a collection and refund your order. Unfortunately that request was not met, meaning we could not progress any further with your claim. We understand the frustration with having to deal with situations like this and would happily revisit things if you could provide the images requested. We're sorry again for any inconvenience Cindy. Rubberduck Bathrooms Team

Posted 3 weeks ago

“So i placed an order at the start of March part of it has arrived and i am still awaiting the final part. Its now the 27th March and the delivery company has basically failed to forfill the order even though directions have been sent. through out the entire process i have had no calls or emails from Rubberduck. When ever i do call its someone new and i`m told someone will call me back, Well Gary, Ashley, Jarrod and Ben. Please pick up the phone and take some responsibility. Complete Mickey mouse outfit with no communication skills”

Helpful Report

Posted 4 weeks ago

Good morning Stuart, We're sorry to hear about the difficulty with your delivery. We can see from the order that you live an a remote area with no access routes available through a sat nav or any map app that would be used by the couriers to locate your address. This was not annotated in the shipping notes we ask customers to use when placing an order to a remote or hard to find address. After the first delivery failed you contacted us and provided a 5 page document on how to locate the address. That document was forwarded on to the manufacturer, so they could arrange the delivery with their courier. We fully appreciate the frustration with the delay but to suggest there has been no contact throughout this matter is simply incorrect and purposely misleading. Sorry again for the delay on receipt of your order. Rubberduck Bathrooms Team

Posted 4 weeks ago

“Sent me damaged panels. Its not possible to examine 2 very large panels that each have to be stored flat or they can bend under their own weight and report damages in 24 hours of delivery. The packaging was very inadequate. Stupid insurance policy thats not fit for purpose that is reflected in the terms and conditions. Further, when my tap turned up it came in an open box that looked like a return that had been sent straight out to me. I complained and didnt get a response from rubberduck. If you think the prices are so good that you could buy it twice over in comparison to the high street, well, you might have to! Would i use them again? No.”

Helpful Report

Posted 4 weeks ago

Good morning Stuart, We can only apologise for the issue with your delivery. The panels purchased are delivered by the manufacturer's chosen distributor and it's very rare that we see issues with direct deliveries, given they are trained on how to handle and transport them. We have a strong focus on customer service here and the damage reporting window is something we have looked to extend many times over the years. Unfortunately as a retailer we are bound by the companies that manufacture and the couriers that distribute the goods on display. For reference, the panels would not bend under their own weight during the short time needed to inspect them. This check on arrival has been the industry standard for over 15 years and will be the same whichever website you purchase them from. Sorry again that you haven't had the typical Rubberduck experience this time around. Rubberduck Bathrooms Team

Posted 4 weeks ago

“No contact for a week and a phone call when they were 20 mins away, and it wasn’t even there company delivery was from it was from there supplier, just lazy”

Helpful Report

Posted 4 weeks ago

Good afternoon Matt, We're sorry you feel the service could be improved. We can see you placed your order over the weekend for items that were on a 2-5 day lead time. The order was confirmed for dispatch on the 5th day with a confirmation email going out to you that morning at 8:30am. This was followed by a telephone call later in the day to let you know they were near. If any confusion arose over the delivery window we invite customers to give us a call and we'd be more than happy to answer any questions. With wall panels 99% of the time they're distributed by the manufacturer, regardless of which retailer you purchase them from. This isn't lazy, it's common practice in retail and it helps to reduce any damages in transit, transportation costs and it impacts the environment less too. All of which helps keep the product prices down for you, the customer. Sorry again you feel this is a reflection on our service. Rubberduck Bathrooms Team

Posted 4 weeks ago

“£40 delivery charge”

Helpful Report

Posted 1 month ago

Good afternoon Mr Khalid, We feel you have been quite unfair with your service rating to be honest. We can see you placed an order late in the evening at 11:30pm on the 28th, for goods that are large and awkward to handle/transport. The goods were dispatched within 12 hours using a tracked next day service on the 29th and were delivered without issue the following day on the 1st. You enquired about the return of two of the items ordered as they were not required and we happily accepted the request and offered a full refund on return of those items. Other than come to collect the items that you decided you no longer want ourselves - which would be a very costly service for a small company to run, there's not much else we could have provided as a service here. It's a shame we have to respond to comments like these it really is. Rubberduck Bathrooms Team

Posted 1 month ago

“Wrong item sent . Cost me money as I needed this to finish the job . Not offered next day delivery. Had to wait another 3 days . Very disappointed and won't be using this company again.”

Helpful Report

Posted 1 month ago

Good morning Ian, We're very sorry to hear about the issue with your order. We can see there was a picking error on your order which led to you receiving the wrong coloured profile. The item was dispatched on the 27th, delivered on the 28th and we were notified of the issue on Friday the 29th. A replacement was dispatched as soon as we were made aware that very same day. While we could not offer a weekend delivery we did provide the item the next working day. Which is the fastest service available to us. We can only apologise for the initial picking error Ian and hope customers see that we moved as fast as possible to rectify the matter. Rubberduck Bathrooms Team

Posted 1 month ago

“Terrible customer service. Was shouted at by a customer service representative who put the phone down on me. Never in my life experienced this type of treatment. Were not willing to help me with damaged item. They market it as the below but yet tell me it’s totally feasible the corner snapped off. What are the advantages over Acrylic bath panels? Unlike typical acrylic panels, the HaLite panels are completely solid with no wobble, as you find with the thinner acrylic bath panels. Due to the matierial, they're 100% waterproor while being very robust and will stand the test of time even in high traffic bathrooms. Solid Construction Offers the strength and support you'd expect from solid bath panel (will not bow and crack in the same way as acrylic panels)”

Helpful Report

Posted 1 month ago

Good morning Asha, We're very sorry to hear your installer has had some issues during installation. As it was explained on the call, the item was dispatched within 12 hours from placing the order and delivered in good working condition with no issues whatsoever. While we would love to be in a position to do so, we cannot send out free of charge replacements when your fitter drops an item and damages the corner during the installation. We understand your frustration but you have pointed that frustration at the wrong party in this instance. Sorry again that you feel this is a reflection on our service. Rubberduck Bathrooms Team

Posted 1 month ago

“Really poor customer service. Been chasing my delivery. You speak to Gary who says someone else is dealing with it and they will call you back, then is the flip off e mail saying we are looking into it and no one ever gets back to you or when you do speak to them they say they are awaiting a response from Abucus. Total clown outfit. Steer well clear of this micky mouse outfit.”

Helpful Report

Posted 1 month ago

Good morning Stuart, We're sorry to hear you've been unhappy with the service. We can see you live in a remote area that does not offer a direct route when looking up your address in a sat nav, which is what the manufacturer would use to direct their courier to the right place. None of this was annotated in the shipping instructions section when you placed your order. When you called us initially to say the courier attempted to deliver but failed, you provided a 5 page document on how to locate said address. This document was forwarded on to the manufacturer and they were to arrange the delivery with yourself from their end. While we appreciate the frustration with the delay, we do not accept responsibility for the fact you live in the middle of a field and did not inform anyone of the fact until after the first attempted delivery. Rubberduck Bathrooms Team

Posted 1 month ago

“Boards were damaged when arrived. They had been dropped in transit and the corner all 7 boards were broken at one corner. When contacted customers service they told me it was acceptable damage TO THEM and basically I just had to suck it up. Funny they dont mention this in their advertising material. I cut the broken bits of which left me short for the coverage I needed. So ended up in B&Q buying what I needed finish the job.”

Helpful Report

Posted 1 month ago

Good morning Derek, We're very sorry to hear you've not been too happy with a recent order. When reaching out to the manufacturer about your query, they kindly explained that the items purchased are non-decorative building materials that are covered in place once installed. They can exhibit some minor damage to the edges, given how they are manufactured and transported. Any minor damage to the edges would be negated without the need for any extra work or reducing the integrity of the product by the sealing tapes/compound used during installation. This is also detailed in the manufacturer installation guide provided too and would not invalidate any warranty provided. Apologies again that you were not happy with the service. Rubberduck Bathrooms Team

Posted 1 month ago

“3rd delay on delivery product - still don’t have it and so it’s delaying the whole project - if you want reliable and consistent product delivery this isn’t the company for you”

Helpful Report

Posted 1 month ago

Good morning Theresa, We're very sorry to hear about the delay on your panels. The panels were delayed with the manufacturer due to an issue with production, which delayed the transport of them to your local depot. We fully appreciate this was not something we or indeed yourself could have foreseen and again we can only apologise for the delay. That being said, if you ordered the panels from anywhere else it would not have changed the circumstance that caused the delay. The reason you purchased with us is likely due to the heavily discounted prices we offer and the service we look to provide all our valued customers. Again, we're very sorry for the delay on the panels and for any inconvenience caused. Rubberduck Bathrooms Team

Posted 1 month ago

“Products are great, online ordering process is easy and delivery for one of our two items was perfect- quick and well communicated by delivery people. However, I had to ring many times to follow up the second item. I felt as if my order was not important , very little responsibility for the delays and no communication on any action or progresses. All I wanted was a regular update, positive or not., I feel disappointed the sales people did not recognise the importance of keeping me informed .”

Helpful Report

Posted 1 month ago

Hi Gill, We're very sorry to see you feel the service level was so low. I can assure you that we do appreciate all our valued customers regardless of the items ordered. The reality of the situation is that we're a small family operated company with a handful of people processing thousands of heavily discounted orders each week. With certain manufacturers it can take up to 45 minutes on hold for the team to get an update. To help minimise the impact on our service delivery and to free up the telephone lines for customers, we look to immediately inform customers of any out of stock item ordered. After that initial communication any further updates are provided on receipt from the manufacturer or on request from the customer. All it requires is a quick call and we answer any question asked as soon as possible. Sorry again that you feel we deserve a 1 star service rating. Rubberduck Bathrooms Team

Posted 1 month ago

“I was recommended to use you by an experienced fellow tradesman. Placing the order was very straightforward, however the bath panel was delivered damaged (large area was cracked). I realise damage can happen in transit, but this was obviously damaged before the outer packaging was used afterwards. My main disappointment is that I issued an email within half an hour requesting a new panel explaining the inconvenience it's caused to my customers. I've not received any correspondence since the complaint! It's a real shame as I was looking for a company I could trust for my supply of bathroom products.”

Helpful Report

Posted 2 months ago

Good morning Mark, We're very sorry to hear about the issues with your delivery. We've checked for an email informing us of the matter this morning but we can't see anything, this review is the first we have heard of any problem. A member of the customer service team has tried to call this morning but could not get through on the number provided. If you would like to contact us at your earliest convenience, we would very much like to get to the bottom of the matter. Rubberduck Bathrooms Team

Posted 1 month ago

“I wasn’t going to leave a review because I didn’t like to be negative however because you were fishing for a good review then here it is. Rubber duck bathrooms really need to change who they use for their couriers. XDP are liars and i would never trust them to carry any of my deliveries.”

Helpful Report

Posted 2 months ago

Hi Gavin, Thanks for the feedback on XDP - we happen to agree with you to a point here. We do not use XDP to deliver goods direct from our warehouse. While we do not, unfortunately there are some major UK manufacturers / distributors that do use XDP to distribute their goods. We can and do express dissatisfaction with their services when appropriate. We cannot however change the partners major manufacturers choose to use and it's simply not plausible to stop using said manufacturers. It is worth noting that there are very few cost effective couriers available in the UK that can distribute often large and awkward sized deliveries direct to customers. Thanks again for the feedback on the XDP service we will pass on your comments to the distributor. Rubberduck Bathrooms Team

Posted 1 month ago

“Steer clear! Such a disappointing experience making our purchase from this company. My strong advice to other prospective customers – do not be lulled into a false sense of confidence by the cute sounding brand name ‘RubberDuckBathrooms’. Do yourself a favour - find a bigger, more established company to purchase from, so you don’t end up as we have done paying dearly for the shortfalls of this unimpressive outfit, and experiencing the intense frustration of dealing with tradespeople lacking in our opinion best practise business values and principles. The short version is we took delivery of a shower tray, which upon opening, was discovered as defective/damaged/cracked. We also have four witnesses to attest to that. Apparently probably damaged during transport according to an independent expert we consulted. Although contacting RDB immeditaley upong this discovery, they will in no way replace/refund the defective and unusable product we bought from them. The result is we have to take a c£300 hit for their flawed operations. More detail - due to my complex medical reasons requiring emergency hospitalisation, operation and recovery over the following days, we did not make this product condition inspection check within a 24 hours period of grace, as notified in their Ts&Cs, but we did however do so within the 14 days specified on their website. RDB are adamant that our failure to respond within the one-day timeframe exonerates them from liability. They are absolutely rigid that their policy is fixed, that they are inflexible, and while ‘sympathetic’ to our mitigating circumstances, they will not budge. Although I pleaded with their call sales staff and manager to consider taking a more fair and reasonable approach, they are unmoved and unmoving. So sad that there are still traders out there hiding behind systems and policies, pretending to sound responsible and customer-centric whilst behaving in direct contradiction to that and acting so self-interestedly. I feel quite sure they are going to respond to this feedback with a super defensive and counter accusatory story to undermine our feedback. In our experience, that’s their RDB pattern. Steer clear of RDB!”

Helpful Report

Posted 2 months ago

Good morning, We're very sorry to hear about the issues with your order. We try our best to inform all customers of the policies that we need to adhere to in the unfortunate event there is an issue with delivery. If any personal circumstance arises that can make life a little more challenging for our customers, we encourage them to give us a call. We might be a small company as you say but we're all humans at the end of the day and we'll do what we can to help or rearrange a delivery to a more suitable day if we are made aware. The 14 days referenced is the returns window for unwanted items. As mentioned, we require customers to report damage to us within a reasonable timeframe in order for us to be able to file a claim with the courier that caused the damage. Again, we're very sorry you've not had the typical experience this time around. Rubberduck Bathrooms Team

Posted 2 months ago

“Tap dripping after install. Delayed response, still chasing.”

Helpful Report

Posted 2 months ago

Hi David, Sorry to hear about the leaky tap. We can see you first contacted us about the matter on Monday last week. Since then we've sent across a video and responded to the manufacturer questions late on Wednesday evening with us now waiting for the manufacturer to come back with a resolution. All matters relating to post installation problems are typically resolved within a few days. In this case the manufacturer has had the necessary info for 2 working days. Unfortunately as a retailer, we cannot do anything further until we receive that response. We understand the frustration while waiting for a response and have requested an update from the manufacturer ASAP. Rubberduck Bathrooms Team

Posted 2 months ago

“RECEIVED MY ITEM IN TIME BUT THE RETURN PROCESS WAS MUCH MORE DIFFICULT .HAVE TO PAY FOR THE RETURN POSTAGE THEN WAIT FOR THE REFUND WHICH I STILL HAVE NOT RECEIVED 3 WEEKS LATER !!!!!”

Helpful Report

Posted 2 months ago

Hi Perveen, We're sorry to hear the tap wasn't what you were looking for. As with most retailers, we operate the standard UK returns policy. With unwanted items you can return your item to us for a full refund. Once the item arrives in to us a quick check will be made before the refund is passed up to accounts to process. We did not have any indication your item had been returned until you contacted us on the 7th at 10:28am. We reached out to the warehouse team to run a check for any returned items that could not be identified. The item was located quickly and your refund was processed at 10:37am with email confirmation to let you know. Sorry again you feel the service could be improved. Rubberduck Bathrooms Team

Posted 2 months ago

“Initial delivery on time but damaged due to inadequate packaging and also items missing. Replacement items delivered very quickly but again items missing. Very poor communication with emails unanswered. still waiting for missing items. Not what you expect from a UK based company selling via the internet. Very disappointing.”

Helpful Report

Posted 3 months ago

Good morning Graham, We're very sorry to hear about the issues with your delivery. We can see some issues occured in transit to you which we can only apologise for. One of the biggest frustrations we have with being a retailer is the fact we rely on 3rd parties to deliver the goods we display across the website. We would love to be able to operate a UK distribution service for all our valued customers, the reality is the cost implications associated would be too high for us to remain competitive in the marketplace. Instead we use services such as FedEx, DHL and Pallet delivery services to get the items out. These services are tracked and customers can monitor the items in transit. Again, we're sorry the service delivery wasn't as we would expect here. Rubberduck Bathrooms Team

Posted 2 months ago

Rubberduck Bathrooms Ltd is rated 4.7 based on 11,346 reviews