User friendly website gave me all the info I needed to ensure my purchase was suitable.
Excellent communications following the order with regards to delivery.
Its refreshing to see a company that places much importance on great customer service and not hiding anonymously behind a website.
Oh, and the product is everything I expected it to be.
Bathshop321, for me, ticks all the boxes.
I don't write reviews, however this company deserves one. I ordered a full bathroom suite & unknowingly the bath panel came with the suite, i didn't think it did, as it did not state so upon ordering online! I therefore ordered a seperate panel (paying extra) & within 1 hour an advisor from the company rang me to confirm how many bath panels i required & i only wanted the 1 panel! What great impeccable service from this company to confirm my order & within 7 days the extra payment was returned to me. First class customer service, excellent quality & delivered perfectly in perfect condition & speedily... JUST PERFECT.. THANK YOU..!!
For those of you have read the reply from David the ecommerce manager please be assured that throughout the whole episode I was nothing but courteous and only threatened to speak to my solicitor after a week of silence. i could care less about the £95.00 that I am out of pocket, it does gall me though to be referred to their disclaimer about not booking a plumber to do the work until all the goods had arrived and been checked. I actually delayed the install by more than a week to be sure everything was their and even then the wrong support feet had been sent. David just when would it have been okay to book the services of a plumber? You guys just don't get the point that your service was poor, compounded and made worse by the wrong goods being dispatched and then taking over a week to respond. How is any of that your customers fault?
The matter is well and truly closed I had considered using you again but after this intervention by the e commerce manager I no longer will.
We ordered a Sorea bathroom suite from Bathshop 321 on the 1st February and arranged for delivery to take place on the 16th. The delivery duly happened at 8.00am on the day, an excellent start. The delivery driver advised me to check the goods and notify Bathshop of anything missing or damaged within three days. I unpacked the bath and realised that there were no bath support feet on the pallet. I notified them at 11.18am that same morning. Customer services responded and asked me to fill out their online page relating to customer returns even though I had nothing to return, just protocol I guess.
Customer services staff was helpful and efficient and arranged for the bath support feet to be sent to me by courier within a couple of days. The plumber came on the weekend of the 2nd March to install the new suite having already attempted to do so on the weekend of the 23rd Feb until he realised and pointed out that the feet that had been sent were for a straight bath not a p-shaped shower bath. This meant he couldn’t install the bath so he fitted what he could and we had to order a replacement set of feet whilst the plumber was stood down. The new feet arrived on the 6th of March and the plumber fitted the bath on the 7th March.
So far it sounds as though Bathshop had done a good job but I have not yet told you about the fact that the bath was 50mm over the width that we thought it would be. Bathshop at their expense offered a better bath for the Sorea suite than was originally advertised which was great. They didn’t make it abundantly clear that it was 850mm wide rather than the 800mm wide we specifically ordered to fit in the bathroom and still allow for the door and shower screen door to open without hitting one another. There was no mention in the text that the replacement bath was wider. To give them some credit in the specification drawings of the bath it did state the size there on a drawing but you had to increase the screen magnification by 150% or more to read this faint PDF. When I pointed this out to Customer service agreed. They compensated me £25.00 for my inconvenience this was a gesture as it was going to cost me much more than that to reverse the bathroom door which is what I was required to do so that it didn’t hit the shower screen every time someone opened the bathroom door.
When the plumber finally left he gave me his bill which was £95.00 more than quoted because of the lost days incurred by Bathshop who failed to deliver the support feet then delivered the wrong ones. I had pointed this out to Customer services via e-mail when they arrived on the 6th March as the plumber had already told me that in man hours we’d effectively lost him a whole day’s work. Customer service did not respond.
Over the course of the next few days I had tried to get a response from Customer service or Bathshop 321 and I did but only after I quoted the Sale of Goods Act 1979 and The Distance Selling Regulations 2000 and threatened to speak to my lawyer. Customer services whose hands are tied in the matter of consequential damages, finally came back to me on the 13th March and referred me to their Standard Terms and Conditions. I pointed out to him that their T’s&C’s had no bearing on my rights as a consumer but Customer service simply said he couldn’t do any more about it. In short the purchase process is easy, the web site is good and the product is fine albeit the wrong size, even their remedies in terms of speed to rectify the issue of the missing/wrong feet were admirable but please take note that if they are in the wrong and it costs you money they will hide behind the terms and conditions. This is why I am writing this review. Defeat from the jaws of victory Bathshop. I feel that when you needed to show good customer service you failed and more to the point you put your staff in an awful position whereby they can see the cusotmers point but you make it impossible for them to do anything about it.
we ordered a P bath suite with wash basin and toilet , with shower screen. the delivery came the same week. the delivery guys were friendly and efficient. The bath is a lovely bath, good depth and length.
Placed order for Shower enclosure which was stated as in stock on the website. After numerous calls by myself I have cancelled the order as they say they are unable to fulfil this. These things sometimes happen but the item is still available to purchase on their website and states in stock which is unacceptable. They have also had the money for the item since placing the order. The level of service and communication was woeful in regards to the entire process and on numerous occasions they stated they would get back to me but didn't. I have now missed my slot with my bathroom fitter and the job has been put back 2 months. The order was placed on the 5th Feb and cancelled today (14th March) ref21529
ordered this bath on line everything straight forward delivery date was agreed over the phone inside 2 days and when a problem arose ( on my side) the staff where excellent putting me at ease straight away and rebooked the delivery date. The only slight problem was they said i would receive a call 1 hour before delivery which did not happen. I would certainly recommend this company.
I'm very happy with they're goods
The bathroom suite looks great and very well priced, however upon ordering I selected a 1700mm bath by clicking the option from the drop down filter box.
Unfortunately for whatever reason it was not selected. This would not have been a problem, but for some reason the default bath size is 1500mm.
Therefore when I proceeded with my order it did not alert me that I had not selected a size option, but instead selected by default a bath size that I did not want. I explained what had happened to customer services, but was told there was nothing that they could do and that I needed to reorder, incurring not only another £30 delivery fee, but also a £30 collection fee, which I think is very expensive.
This means that I have paid £90, a 1/5 of the total price for delivery for a bathroom that was only worth £450. In comparison to another online retailer whom I used recently, appliances online, they deliver and pick up returns for free.
I think a business that is driven by web sales should have an ordering process that does not assume anything and ask for the exact details at each stage.
I was a bit concerned buying a bath off the internet as I was worried it might get damaged or there would be parts missing, and didn't want to have the hassle of trying to return it to a company I hadn't dealt with before, so I paid for it on my Barclaycard. Anyway I shouldn't have worried because the service was second to none. The delivery arrangements were made over the phone and then the driver rang me to tell me where he was and how long he'd be. Everything went smoothly, the staff that I dealt with were very helpful and I wouldn't hesitate recommending the Bathshop321 to anyone.
Website was easy to navigate and ordering was straight forward. I had a polite phone call the day after ordering to advise of a delivery date and also the courier called on the day to let me know a time. All in all a good experience.
Ordered a full bathroom suite but when it arrived the basin was broken in half(I could hear it rattling as the delivery driver passed it to me) & the cistern was also broken. I phoned up, the sales adviser was very helpful & arranged for replacements but I had to wait another couple of days for delivery, which set back the job.
Replacement items arrived & the driver waited while I checked, the new items were fine but now I am left with the old basin & cistern & will have to make a 10 mile round trip to the tip to dump them.
Finished product looks great though & good value for money. Staff are obviously well trained.
Had to mark down 2 stars, 1 for two day delay in job & the second for leaving me with stuff I have to take to the tip
I ordred a P shaped bathroom suite which arrived on time and the suite looked decent for the price. However after 2 years of being installed the panel started to crack / shatter and eventually just fell off it was that bad. I had a leak through my kitchen ceiling, when the emergency plumber arrived he identified that there was a small crack running across the bottom of the bath! I emailed the bathshop as my product came with a 5 year guatantee....they said they could not replace the bath. When I said I wasn't happy and I asked to see the terms and conditions of the guarantee I was ignored! I wrote a letter which I sent recorded delivery on 19th Feb 13 and looks like this has also been ignored. Now I am being forced to seek legal advice and may have to go down the small claims court route which I did not want to do. Very poor customer service, in fact the worst I have ever experienced.
Can I just say myself and my wife are delighted with our new bathroom suite, the service was second to none and even though we had issues with the bath being slightly chipped, this was soon promptly rectified and replaced.
Overall a great price and an excellent service!
Thank you so much
Mr and Mrs S Brookes
My order was processed quickly and arrangements for delivery made with a phone call, a simpler process than email. One item had to be changed and this was done with no fuss or question. A faultless service, thank you.
U sent us the wrong sink!!! My husband checked the order for damage & that the delivery sheet had the right item details on it which it did. The plumber plumbed it in and I came home and the sink was actually the wrong dimensions. Gutted that u said there was nothing u could do but refund the difference hich was a small amount we r now stuck with a tiny sink. As I said..... Gutted!
The bathroom at my house was very old and needed a complete refurb. I found Bathshop321's prices very reasonable and Customer Service from start to finish was excellent.
The following letter of complaint explains what happened on my recent bath purchase...
On receipt of goods the driver informed me that two of the bath legs had fallen out of the packaging but he had picked them up and put them back in the package. He said he had checked the van and there were no more loose items. I checked the area around the pallet for good measure. I found all four bath legs lying loose within the pallet. The connecting rods were in their cardboard box but the box was not secured to the pallet and was only loosely closed. On checking I could see bath legs, connecting rods, side panel, bath and glass screen, I signed for the package. The plumber, from XXXX, was booked in to install the panel today, 21st February.
During installation, the plumber informed me by phone mid-morning that screw threads for the legs were missing. I phoned your company who said they could send a replacement but they would not arrive today. As the work needed to be completed today, I authorized the plumber to purchase new ones from a DIY shop and informed your operator that if I did have to self-purchase I would be re-claiming the full cost of purchase. If I could have waited 24 hours, of course I would have done, but had no choice in the matter as the bath had to be installed on the pre-arranged day. Cost: £34.35 for a new leg set (attached). I therefore request a full refund this purchase.
Please be aware that if you feel able to refund me only the cost price of £20 (as informed by your Customer Service Manager by phone at 1630 by phone today), I will have no option but to reject your offer, and reclaim the outstanding money owed, with an additional £10 for administration costs, through the Small Claims Court. This, of course, is an action which I do not wish to pursue.
I also informed [Customer Services Manager] that there were no side panel clips delivered with the package. Again, not being a plumber, I would not have known to check to make sure these were present. The plumber will return at a later date to install these and I have agreed with your company for you to supply these by 24 hour courier. Thank you.
I briefed [Customer Services Manager] on the phone about the poor security of the small objects within the package and he was very pro-active in saying he would investigate the matter. It’s a shame that this sequence of events occurred because the rest of the package was well wrapped, and the service that I have received from Bathshop321 up to today has been very good.
Thank you for considering this complaint and request for expenditure and I look forward to hearing from you in due course.
The company refunded the £35 and the bath clips were delivered on time, as promised. Unfortunately, the bath tap was not working properly and had to be cleaned out, at my expense by my plumber. Overall, a frustrating purchase experience.
Edited to mention I'm impressed that 321 use Trustpilot - not afraid to hear the bad and ugly as well as the good. Tick.
Ordering was simple and easy. Delivery was quick and efficient and arrived when said.
So pleased with the bath lovely shape, high quality and glass screen not plastic for the price excellent. It looks so classy dying to get in it but building works still going on. My builder was also impressed with the quality and thought it was a good bargain. Praise indeed from a non committal person
We ordered a Sorea shower suite however on delivery the shower tray and pedestal were damaged, taps and spare toilet seat missing. Customer Service were very quick in responding to our original communication and arranged for replacement of damaged items and despatch of missing items however when delivered the shower tray was the wrong one
I ordered my shower easily from the website, very straightforward, and payment taken no problem.
However, I got a call a few days later to say the product has not been in stock for more than a year and they didn't know how I managed to order and pay for it. I was promised a refund. When this didn't happen, I emailed. I got a call straight back to say someone would call me. I emailed again when I heard nothing and got an email back quickly to say my refund has been done but will take up to a month to go through. I am not happy about this as the payment went through quick enough.
However, Support staff do respond quickly.
The website is good to navigate through and the package deals are great value. Customer services are very friendly and efficient. Overall a great company to deal with.
Best prices online, quick delivery, delivered on pre-arranged day by very helpful delivery man, who brought all the goods inside for me. Would definitely use Bathshop321 again and highly recommend.
I had to ring Bathshop a couple of times to sort out a complicated delivery time, and on each occasion they were polite, courteous, helpful and friendly - very happy and would use again
As a developer I needed to order bathroom goods.
Everything was great - from buying - to receiving - the quality & the after care.
I genuinely have no hesitation in recommending & will definintly be using again.
The bath I ordered did not show its height on the sales page. I assumed it would be a standard height but of course it isn't, which has caused me all sorts of problems. My fault I know, but info beforehand moment would have saved me a lot of trouble. Also I no installation was supplied. I emailed for info on installing the bath panels but none came.
We recently purchased a bathroom on line, we were very happy with the speed of the order and how accomadating they were. However when the delivery came the chap said he wasnt allowed to bring the bathroom into the house for insurance purpose, I had not been told this before hand, when i rang bathshop321 to tell them we should of had warning, i wasnt very happy with the reponse. 1st the man over the phone told me the delivery man should of told me when he rang 1hr prior to delviery drop off, my thought at this point was what difference would an hr of made 2nd it wasn't their job to tell us this, their just delivering the bathroom, it should be bathshop321 job to tell us all the information, if we did know this in advance i would have arranged my husband to have the day off. It was disappointing as up till then our experience with bathshop321 had been great. My last concern is that i had been informed that they have this problem with deliery all over the place that people are not warned that the delivery men cannot bring the delivery into the house, if this is happening so often, then they need to do something about it and warn peole.
Outstanding customer service and products. Delivery quick and actual product brilliant value for money. Had a problem with toilet, one call and another one was delivered next day. If only all places were as efficient and focused as bath 321 customers services! Thankyo
I bought a complete L shaped shower bath suit and have to say the service I received was first class, from the price, quality of the product right through to the courier phoning me on the day of delivery to organise when suited best for drop off. I have already recommended Bathshop 321 to friends and would not hesitate to use them again as I don't have a single gripe which is unusual for me as I am very fussy lol.
Delivery of my order was arranged very quickly, the arrival of items was another matter.
Having waited in all da,y my goods eventually arrived at 19.45 - incorrectly. One item was missing, one out of stock (and not advised , one incorrect. Delivery of correct items again quickly arranged - one item wrong size. I have now spent 3 days waiting in for completion of correct order!
The telephone staff, however, have to be commended.
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