“Atrocious customer service by phone. Several glaring errors and awful communication resulted in a simple purchase and delivery being unnecessarily stressful and protracted.”
Thank you for sharing your experience.
We’re sorry for the poor phone service and the stressful delivery process. This isn’t how we want it to go. We’ll review what happened and how it was communicated.
If you’d like us to look into this with your order, please reply with your order number or get in touch with support.
Kind regards,
The Bathroom Mountain Team
Thank you for your feedback. We’re glad it’s showing up, but if there are any issues with the delivery charge information, please let us know so we can look into it.
Kind regards,
Team Bathroom Mountain
Thank you for your review. We’re sorry to hear limescale is an issue. If you’d like, please share any details and we’ll look into it and help where we can.
Kind regards,
Team Bathroom Mountain
Thank you for taking the time to leave your review.
We’re sorry to hear you’re experiencing limescale issues. If you’d like, please reach out to our team so we can look into this and assist where possible.
Kind regards,
Team Bathroom Mountain
Thank you for your feedback. We're sorry to hear that the mirror and the service you received didn't meet your expectations.
We appreciate your comments and, if you'd like to discuss this further, we'll be happy to help.
“The panels arrived well packaged but with no instructions of how to cut, install or maintain. Installation of metre wide panels is not without challenges but once installed the panels looked good, although to call them bronze is stretching it, more varying shades of brown. To make a neat finish it is usual to use masking tape but on removing (almost immediately after using) brought part of the surface of the panel off with the tape. As these panels are white plastic under what I now know to be a transfer, white dots show through. My immediate thought was that this was a result of a manufacturing issue and reported to Customer Services. Initially they were helpful and offered a replacement or a percentage back if the issue was found to be as a result of the manufacturing process. However, this position changed quickly and I was informed that I should not have used masking tape as it can remove the transfer. I pointed out that nowhere was this stated, with only a very perfunctory message about care appearing on the sales page on the website. An offer was made to replace the affected panels with delivery waived but at full cost. As I'd already previously stated that the damage occurred after installation this was obviously not a viable solution and I responded that if I was looking to replace the panels I would not do so with the same type, owing to their fragility and worries about their long term viability. I was thanked for my feedback but no other resolution was offered. As a result I cannot recommend either the panels or Bathroom Mountain.”
Thank you for your detailed feedback. We're pleased to hear the panels arrived well packaged and that you were happy with their appearance once installed.
We're sorry to hear about the issues you experienced with the finish and the support you received. We appreciate your comments, as they help us improve, and if you'd like to discuss this further, we'll be happy to help.
Thank you for your feedback. We're pleased to hear your order arrived quickly.
We appreciate your comments and, if you'd like to discuss anything further, we'll be happy to help.
“I’ve yet to install the radiator so this review is purely based on the applying customer service I received.
I submitted an initial order of 10+ radiators and the next day cancelled two of the radiators. I immediately received an email saying I would receive a refund for the two cancelled radiators within “1-2 working days”. Fast forward a week and still no refund. I called and at first was told BM had no record of the cancellation. In fact, I had to send them back the email I’d received from them confirming the cancellation before they would even acknowledge the cancellation! I was then told I’d receive my refund by the end of that day. Alas, a few more days went by and still no refund despite more calls into BM’s call centre.
Eventually, 10 days after my initial order the delivery turned up and to my dismay it included the two cancelled radiators! I immediately called and told them the two radiators had been cancelled 9 days earlier. No apology was forthcoming and I was told that “as a gesture of goodwill” BM would pick up the radiators for free. The cheek of it!
On top of this, my initial order included pipes for the radiators. I scheduled the whole order to arrive on a certain date (to coincide with my plumber starting work) but regrettably all the pipes were missing from the delivery, despite receiving no prior courtesy warning. Cue a few more phone calls to BM’s generally useless call centre to find out where they were. They eventually turned up 4/5 days.
All in all, a complete customer service disaster from start to finish.”
Thank you for your feedback. We're very sorry to hear about your experience and the inconvenience caused by the cancellation, delivery, and refund process.
We understand your frustration and appreciate you taking the time to share your comments. If you'd like to discuss this further, we'll be happy to help.
