Bathstore reviews

Follow-up customer service appalling

I've found Bathstores' aftercare appalling. I purchased a new bathroom from them and then had problems with a pillar tap 10 months later. It flooded the bathroom and I had to call an emergency plumber out. I am still struggling to recover my plumbing costs from Bathstore even though the tap had a manufacturing problem and was under guarantee. "Head office" has been small minded and petty, refusing to reimburse me for the full amount (still £15 short!), although I had initially spent over £2,000. For a multi-national business their follow-up customer service is clearly deficient and I would not recommend them to anyone.

3 days ago

Reply from Bathstore

Hello

I am sorry to hear of the problems that you have encountered, can I ask that you contact me on the number below and I will investigate matters.

Kind regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23 option 3

Great price and very quick proffesional delivery

I have been looking for a new toilet and basin for my downstairs loo, came across Bathstore and found basin for just £19 with free delivery. The despatch and delivery was amazingly quick, order placed online Saturday morning, product delivered Monday afternoon all free of charge, Excellent.

5 days ago

Reply from Bathstore

Hi Kevin

It’s great to hear that you are happy with the product and the service.

You will have noticed we have a fantastic range of products to suit all budgets, and a great choice of delivery options.

Thank you very much for choosing Bathstore, and for taking the time to post your review.


Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23

WHAT A MISTAKE!!!!!!!!!!!!!!!!!!!!

Staff at the Bathstore Jesmond were so friendly and professional that we were happy to hand over £4,700 for an en-suite renovation. We were sold on the "one-stop shop" offer as it would be project managed from start to finish and we wouldn't have to do anything. WHAT A MISTAKE.
As soon as they had our money, they did not care. Bathstore subcontract the installation through Tradesmen Solutions. They sent Barker Installations to our house for a 5 day job.
10+ weeks later and the job is still not finished to an acceptable standard. We have now refused to have any Bathstore related people in our house and have demanded a refund so that we can finish the job ourselves.
This has been a stressful and frustrating 10 weeks during which time our lives have been disrupted and we have had to chase every failed promise of a phone call. We are unhappy with the renovation and are depressed everytime we go into the room.
We logged a case with Citizens Advice Bureau as they advised that the Bathstore had breached the Supply of Goods & Services Act 1982. We have also written to Watchdog as people should be made aware of rogue traders.
I noted that the Bathstore Customer Sevices Manager, Paula Davies, responds to peoples' reviews on this site, so I contacted her in the hope that she would help us get our problems sorted. But it seems that not even she cares about customer relations.
Does no one have any pride in their work anymore? Is it all smiles to take money from customers and then leave them high and dry??
No one we know will go anywhere near Bathstore. Everyone should be made aware of how unprofessional and incompetent they are.
All reviewers should contact Watchdog!!!!!

31 May 2013

Reply from Bathstore

Hello

Further to the review posted above and our previous telephone conversations.

Once again, I would like to take this opportunity to offer you our sincere apologies for any inconvenience that you have experienced throughout your dealings with Bathstore.

It is very disappointing to learn of the issues that you have encountered and I can fully understand your frustration with the turn of events.

Following your recent communications with senior management, through Installations, I understand on 23rd May we have confirmation that a mutually agreeable resolution was agreed by all parties.

May I take this opportunity to thank you for your cooperation and patience to date and if I can assist you at any point in the future, please do not hesitate to contact me again.

Kind Regards

Yours sincerely

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23

Avoid at all costs

Like other people who have already commented on this site, 6 months later I am still waiting for a refund close to £1000 from Bathstore. This is mainly due to items that they delivered that I never wanted in the first place, such a shower screen, even though I didn't order a shower. After numerous daily phonecalls to both customer services and my local store in November and December 2012, I finally made the guy in store who was dealing ( a rather generous term as he clearly has done nothing) send me an email to confirm that I would receive my refund - that was on 19 December - still nothing. I have spoken to him several times in the last 3 weeks with no success. So much for the 28 days refund policy. What a joke!
My next stop is Watchdog as I work in PR, so if anyone wants to join me in this, to ensure other innnocent customers are aware of the shocking service and lack of customer care, please let me know, as sadly it appears I am not alone.
I have already ensured that all my friends and family are aware of the ongoing issues, through no fault of my own, and no-one I know will be visiting Bathstore anytime soon.

15 May 2013

Reply from Bathstore

Hello Emma

I am very sorry to hear of the issues that you have reported as posted above.

I can fully understand your frustration with this situation and I would like to take this opportunity to apologise, and assure you that our usual process would be that if we have agreed to accept goods back to us for a refund, our customers are refunded within the 28 day timeframe as specified within the terms of the contract between us.

It is very disappointing to learn of your experience, and therefore could I ask that you contact me on the number below and provide me with your order details, I will then be able to investigate this matter further.

Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23 Option 3

Rotten

We must be stupid as this is the second time we have used them - after supplying us with a loo that didn't fit! They gave us compensation for that. Delivery was promised today between 9.00 and 1.00. Wife has waited in all day - needless to say it didn't turn up. They phoned and said it would be before 4.00 instead. Well it's 4.10 now and still no sign of them!

14 May 2013

Reply from Bathstore

Hello Barry

I am very sorry to hear that the delivery did not arrive within the specified timeframe.

Could you please contact me on the number below, and provide me with your order number, I will then be able to investigate matters with our logistics provider.

In the meantime, may I take this opportunity to apologise for any inconvenience and frustration this situation has caused you.

Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23 Option 3

Poor Service

I'm afraid it's another poor service review - in a nutshell, rude delivery drivers, delivery not on time, stores have inconvenient opening hours and don't answer the phone or return messages.

I wouldn't recommend.

03 May 2013

Reply from Bathstore

Dear Louise Campbell

Thank you for taking the time to advise us of the issues you have experienced.

We do take all of our customer’s feedback very seriously, therefore in order for us to investigate this matter fully; please can you contact me direct on the number below.

I look forward to hearing from you shortly.

Kind Regards

Maria Boucher
Customer Services

Bathstore
08000 232323 Option 3

Never go anywhere near Bathstore, nightmare from start to finish....

In most of this complaining reviews responses, Bathstore say this in no way represents there customer sevice levels. What a lie, exactly the same thing happened to me this time last year. I was due a refund for £600, for an item that they had delivered incorrectly. I had to wait 28 days for a cheque, suprise suprise it did not turn up. I complained and complained and in the end I received a direct refund onto my card 49 days later instead of 28 days. If anyone is thinking of going to Bathstore, don't. Ive even had issues afterwards with the stuff I did keep, and it took me 18 emails, 23 phone calls and a threat to take to court letter to get it resolved. The manager was incompetent, could not answer my questions, but 2 store staff were really good. In the end, the regional manager came to my home to apoligise. At least someone with common sense and customer service, and he had only just joined the company. How does this company keep going............

22 April 2013

Reply from Bathstore

Dear Mr Williams

It is very disappointing to hear of the issues that you have reported, clearly this situation is indeed regrettable.

At this stage I am unable to investigate the specific details of your complaint as I do not have your order details.

Generally we do advise customers to allow up to 28 days for receipt of their refund, however it does not usually take this timeframe, but we advise this to allow for us to arrange convenient dates with customers to collect the goods and return them back to stock.

I am not sure why you were being refunded by cheque? If a customer has paid by card, we would usually make the refund back to the same card that was used in the original purchase?

May I take this opportunity to apologise for the poor service that you have received from us and should you require any further assistance, please do not hesitate to contact me on the number below.

Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23 option 3

Terrible....Bathstore still owe me money 3 months later!

I purchased a number of accessory items for my new bathroom on 15 January 2013. It was a small order of 4 items that I purchased on-line for home delivery.

The delivery company lost/misplaced one of the items; I had no contact from the Bathstore or delivery company and had to chase numerous times via the telephone getting passed back and forth between Bathstore and the courier. In the end I went into the Castle vale store on 27/01 as I still hadn't received the goods or refund. I had also decided I needed to return one of the items I had received as it was not suitable for my bathroom.

In store I had to wait around for approximately 25 minutes for the manager to become available once reviewed the manager identified on the system that the one item had been lost in transit and agreed to refund, they also accepted the item I was physically returning. Unfortunately the manager advised they could NOT process the refund onto my card and had to raise a cheque which could take up to 28 days. I accepted and awaited my cheque...this was a mistake!

In march I received a SMS from the delivery company stating they were ready to deliver an item. I decided to call the customer services again to see what was happening and advise the cheque had not arrived, after numerous calls and discussions it was agreed they would process the refund directly onto my card and cancel the delivery again foolishly I expected this to happen... low and behold it hasn't I've not had a refund onto my card as agreed.

I feel I have been incredibly patient with this company giving them all the stated times they have advised required required; I am now still owed money 3 months later. Bathstore really need to review their systems and business processes if it takes 28 days to process a cheque and can't simply refund and online transaction purchased through their site. That said this could be intentional to keep my money in their bank for as long as possible...

Next steps I will be reporting this first thing in the morning to trading standards and advise BBC Watchdog of the issue. I will also engage my credit card company to pursue recovery of my money.

I really wished I had read this review forum before placing an order with this dishonest and un-organised company. Take my advice and AVOID!

15 April 2013

Reply from Bathstore

Hello Martin

I am very sorry to hear of the issues that you have reported, I can fully understand your frustration with the turn of events.

May I assure you that this situation in no way represents the level of service that we strive to achieve and has not been viewed lightly.

Whilst it may be of little consolation to you at this stage, it is our intention to investigate matters internally in an attempt to avoid any future similar reoccurrence, as your refund should take no longer than 28 days as detailed within our terms and conditions of sale.

Following your telephone conversation with my colleague today, I understand that we have now processed your refund back to your card.

May I take this opportunity to thank you for your cooperation and patience to date, and should you require any assistance at any point in the future, please do not hesitate to contact me on the number below.

Kind Regards

Yours sincerely

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23

Dishonest!

I went to the bath store in Enfield. I had to change my order which went without a hitch. Luckily I took my builder with me who measured and photographed the items purchased. These are not the items which arrived! Unfortunately the staff knew this at time of order, but neither told me when we ordered or before it got delivered, only when we went to the shop to complain were we told we don't sell this tray anymore! My builder had already prepared the floor for the shower tray which now had the waste in completely the wrong place. I had to pay for another day's labor to correct this.
When we contacted the store we were offered to buy something to raise the tray so we did not have to change the floor. I did not want a raised shower tray!
Same problem again with the doors, the wrong ones were sent. Now I am struggling to send them back. I have had to take a day off work and guess what I was told they would be collected today, but of course no text to confirm this. What an awful experience, I would never buy from there again and would not recommend anyone to buy from there. They are interested in sales figures only-sod the customer!

08 April 2013

Reply from Bathstore

Hello Sabine

It is very disappointing to hear of the issues that you have reported and I am very sorry for any inconvenience caused.

I have tried to contact you direct to discuss matters further, unfortunately without success.

I understand as the product does not meet with your requirement the store have now made arrangements for the product to be collected and for you to be refunded.

Should you wish to discuss this matter further please do not hesitate to contact me on the number below at your earliest convenience.

Kind Regards

Paula Davies
Customer Service Manager
08000 23 23 23

Poor service, wrong products delivered twice.

I ordered my suite from the Barnsley store and arranged delivery for the 1 February, I was told that I would be contacted the day before to let me know what delivery slot I had. I never received a call telling me. Your branch in Barnsley took my home and work number but not my mobile as they said I would receive a call not a text message, if I'd have know you send out text messages I would I have happily given this number but as I can't have my mobile with me while I'm working I was scared I would miss a call, therefore that is the reason for leaving my works number as my main contact.

If I'd have previous warning that they planned to deliver my suite between 1pm and 3pm, I would only have taken half a days leave off work. I work term time and I can buy an extra 4.5 days a year to take off when I want which I had to use a full day off work for the delivery, when half a day would have been suffice.

I called your Barnsley store on the morning of Friday 1 February to find out my delivery time as I had not hearing anything previously, (I was advised the day before that the store did not have access to delivery slots till the day of delivery.) I eventually got the time slot mid morning, which I was fine with. The only problem here was my delivery actually turned up at 5.30pm not between the 1pm and 3pm given. I was angry that no-one had contacted me to let me know my delivery would be late for whatever reason, the delivery guys blamed the traffic as usual with these things.

I also decided to add on two cabinets one for above the sink and a tall freestanding one, these were delivered with my order on the 1 February, but when my husband came to build the cabinets whilst the plumber was here fitting everything, we found we had been sent a high gloss white cabinet for above the sink. I rang the Barnsley store on Friday 8 February and was told that another one would be sent to me but it couldn't be delivered till Tuesday 12 February, no problem the plumber would still be fitting my suite, I could wait. Tuesday came my husband rang the Barnsley store to check on the delivery time, as again we hadn't been notified, only to find out no order for another cabinet had been placed. At this point I rang the store back and asked to speak to a manager, only to be told you didn't have one store that day, there would be one in the next day. Ok I would call back then. I called the store 13 February, only to find there was still no manager in. I was told that I would have to pay for another cabinet and return the white one to store myself for a refund.

Me or my husband can't drive and I didn't see why I should have to pay out for another cabinet because of your mistake. I didn't take any further action on the Wednesday, I called back the Thursday still no manager in, and I spoke to a girl this time, she tried to help with my complaint but she couldn't get round that fact that I would have to pay for another cabinet. I did so reluctantly, to find out after my payment had been taken that the oak cabinet I wanted was now out of stock. This just added to my complaint even more. I was told delivery would not be until 9th March.

I got my father in law to take me to your Barnsley store to get a refund and make a complaint, the lady I saw wasn't sure on how to use your computer system, she kept asking a colleague if she was doing things right, she was very slow. Whilst she was checking the stock for the 400mm oak cabinet she found that they had now come in stock, I was actually quite surprised, Ishe arranged delivery of this cabinet to my mums for the Wednesday 20th February. When my husband took the cabinet out of the box we found this one to be a 600mm cabinet too wide for the space I wanted it. Yet another problem. By this point I was extremely angry that your staff seem incapable of ordering the right goods. When I tried expressing my dis-satisfaction in store no-one seemed to be taking any notice of me, just offering apologies. I then decided my complaint may be listened to if i actually wrote in.

I rang your customer services and eventually I had another cabinet delivered, luckily this time it was oak and it was 400mm wide. At last.

We also encountered problems with my bath panel being bowed, which your technical department ordered another one for delivery the next day.

Due to problems encountered with not receiving the right goods it took 4 weeks to get it fitted.

We thought that buying from a store rather than online we would receive better service and we like to contribute to keeping stores open, but my experience of purchasing a bathroom from yourselves was a mistake never to be repeated by us.

We probably would have been better ordering online from another company and we could also have saved money too, as I didn't find your products that cheap, but I was willing to pay for a service I didn't receive.

The only offer I have received in relation to my complaint is £25 store credit which is no good to me as my bathroom is finished, I bought my accessories elsewhere.

My advice would be to keep away, I wish I'd gone elsewhere.

09 April 2013

Reply from Bathstore

Hello Vikki

Thank you for taking the time to speak to me today.

Once again, I would like to take this opportunity to offer you my sincere apologies for any inconvenience that you have experienced throughout your dealings with Bathstore.

The issues that you have reported are indeed regrettable and do not in any way represent the level of service that we strive to achieve.

May I assure you this situation has not been viewed lightly, and will be investigated internally by the senior management who are responsible for our stores, in a genuine attempt to prevent any future similar reoccurrence.

Thank you for your cooperation and patience to date, and should you require any assistance at any point in the future, please do not hesitate to contact me again

Kind regards

Yours sincerely

Paula Davies
Customer Service Manager
08000 23 23 23 option 3

Appauling

I ordered a bathroom suite with the Bathstore in Grimsby, which included a vanity unit behind the sink and toilet, when the plumber came to fit it in it did not match. I contacted Bathstore in Grimsby and was offered a replacement which got delivered and the corner of it was smashed, once again contacted Bathstore in Grimsby and was offered either £60 compensation or £140 towards their tiles which is going to cost £260. Absolutely appauling customer service, I would never ever recommend Bathstore to anyone, shoddy workmanship and customer satisfaction, they want to be ashamed of themselves.I Will be contacting trading standards and I will make sure that everyone I know here's about how dreadful the Bathstore is!!!!

04 April 2013

Reply from Bathstore

Hello Lisa

It is very disappointing to hear of the issues that you have reported.

I would like to take this opportunity to offer you my sincere apologies for any inconvenience and frustration caused, clearly this situation does not represent the level of service that we strive to achieve.

Having investigated matters internally, I understand that following your recent conversation with our store, they have put forward various options to you in a genuine attempt to reach a mutually agreeable resolution.

Could I ask that you please revert back to the Store Manager direct, or alternatively please contact me on the number below.

Kind regards

Yours sincerely

Paula Davies

Customer Service Manager
Bathstore
08000 23 23 23

Poorly designed shower cubicles

Poor design of shower glass panels means our shower has been leaking water into an area where it was difficult to see for the last nine months. The aluminium extrusion on the non opening section that sits against the tray has a ledge that collects water, is difficult to clean and also has a hole at each end that lets collected water leak out of the cubicle. Appalling stupid design and its still in store now. Ours has a sliding door, the lower guide rails also collect water and channel it to either end where it too leaks out onto the floor. I had to drill small drainage holes to allow water to release back into the cubicle and seal the holes that let it leak out. Unfortunately I didnt spot the holes in the non-opening section so I don't know how much long term damage to my home this has done. Now I have removed the glass shower panel, I can see where a wood framed, tile covered, cover panel has distorted from water seepage and it looks like the distortion has damaged tile grout in a number of places. I will be seeking redress, the 14 day rule is irrelevant here as the goods were not designed correctly in the first place and therefore unfit for purpose.

02 April 2013

Reply from Bathstore

Hello Hugh

I am very sorry to hear that you have encountered an issue with your shower enclosure that was installed 9 months ago.

Could I ask that you please contact me on the number below, providing your order number, I will then be able to retrieve your order details to ascertain the product range, and offer you further advice / assistance.

Kind regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23 option 3

Shoddily made

Previously had a bathstore toilet, very expensive, but it was an excellent toilet, had it over 8 years and no probs, still looked new. We moved, and decided to get a new bathroom set from bathstore. What happened to the quality? Delivery was ok - it was 6 hours early, but as I was in, no probs. But every single item has been less that impressive. The square sink is not flat, with two ridges of different sizes at the back. The bath has a huge blob in it, and a large ridge across the bottom, and the most impressive was the closed coupled toilet that doesn't sit flat on the floor. Fitting a toilet to the floor and wall, it needs to be flat as are our floor and walls! The toilet has also got cheap, flimsy plastic screws & fittings internally - now we know why the showroom toilet was stuck shut to stop us peeking!! Sadly we did not check the sink in time (bought first), the bath we will keep simply just because of we like the style and running out of time to fit the new bathroom but the toilet is going back - its unusable. 3 of of 3 items are faulty and badly made.

02 April 2013

Reply from Bathstore

Hello

I am very sorry to hear that you are dissatisfied with the quality of the products that you have recently purchased.

It is our intention to create high quality bathrooms for every taste and every budget and therefore to receive such feedback is very disappointing.

Should there be a problem with any of the goods, we would arrange for replacements as quickly as possible. Could I ask that you contact me on the number below, and please provide me with your order number and I will investigate matters further.

Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23 option 3

Appallingly disorganised

Bathstore supplied us with faulty goods and their response has been poor; they even suggested we fix the problem ourselves. It seems from this reaction that these faults must be common, or they would have offered us a new product. With the taps installed we now stand to lose more money paying to have the them removed. We have contacted them on many occasions and even gone to the local store but still they can't seem to get it right on simple issues. If you try calling customer services they claim they will get back to you but don't, making it a very slow process. We've been chasing them for weeks now and getting nowhere. Very disappointed in a company that appears not to mind letting the customer down.

02 April 2013

Reply from Bathstore

Hello Matthew

I am very sorry to hear that you have an issue with the taps and for the disappointment that this situation has caused you.

In the first instance we would ask that you contact our brassware technical support team on 08000 23 23 23 option 1, they will troubleshoot through the issue in a genuine attempt to resolve matters.

However that said, in view of the difficulties that you have encountered could you please contact me on the number below and please provide me with your order number and I will assist you further.

Kind regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23 option 3

Bathstore considers sales figures way more important than customer satisfaction

I am trade and normally buy bath suites elsewhere but decided to go to Redditch Bathstore to buy a bathroom suite for a customer. I gave them the date that I was starting the job and was told that it was no problem. The suite did not arrive on the promised day and no one contacted me. I went to the store and explained that nothing had arrived and that I needed the suite for the following monday. They said they would sort it. I stood there while three of them all looked at a computer screen. When I asked what was going on they said they were sending an email to the distribution centre. I suggested that they phoned as it was an urgent matter. They faffed around for quite some time and I left saying I would be back in 20 mins. On return they blamed the distribution manager. When I asked how they would get the suite to me for the monday the said it would be 'highly unlikely'. I said 'so there is a chance then?' they said no. ie. Not unlikely at all, just no.One of them then had the gall to ask me if there was any reason for the rushed order saying people usually order in plenty of time (like it was my fault they had failed to deliver their promise) ! If 10 days wasn't enough time for them to deliver then they should have said this when I ordered.I asked them to tell me when they could get it to me and again left them to call me. They didnt call so I called them near close of play and they told me tuesday 'definitely'. I cancelled the bath that I needed to fit on the monday and bought one from another store for an extra £120 to try and match the one my customer wanted . They confirmed that the WC and sink would arrive tuesday.

On monday they called and said the WC and basin would be delivered on friday due to an accounts department 1p error.

When the WC and basin arrived there were no fittings.

I will never buy from these people again.

Andy found this review useful

02 April 2013

Reply from Bathstore

Hello Richard

It is very disappointing to hear of the issues that you have reported following your recent dealings with our Redditch store.

I can fully understand your frustration with the turn of events and I would like to take this opportunity to apologise for any inconvenience caused.

Should a customer place an order with a deposit to hold the price, we require full payment to be made at least 7 days before delivery, but I am sorry if there has been any breakdown in communication regarding this matter.

Unfortunately, due to human error the order was showing as not fully paid, albeit just one penny was outstanding, this unfortunately caused the system generated order processing not to pick your order for despatch on the agreed date, I understand my colleague in store has fully explained and apologised for this error, but I can fully understand the inconvenience this situation would cause.

May I take this opportunity to once again offer you my sincere apologises, and to thank you for your cooperation and patience to date, should you require any assistance at any point in the future, please do not hesitate to contact me on the number below.

Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23

Missing item from delivery

Items received fine, except legs for bath (that was delivered). Had to ring up and pursue it. Delivery people tried to give me a vanity unit that was for someone else. Not the sharpest tools in the box.

Just had Bathstore ring me back and suggest that if the legs were sent out to me separately that they would have to charge ME an extra delivery charge; Mr Bathstore was told where he could put his delivery charge. He then wanted to get it delivered to the store ... which is 20 miles from me; that option was also rejected. Finally came back to me and provided an extra delivery, for a week later, so that's a week wasted due to company error.

Buyer : Take note of such experiences before buying.
Bathstore.com : do you really consider this acceptable? suggest you retrain all customer service staff immediately, and change your delivery company too

Further update : Bathstore contacted me saying I was missing a set of legs for the bath (2 weeks after original delivery, and 1 week after they delivered the legs) and proposed to deliver them next week ... even though I already have them. Could it possibly get more disorganised?

26 March 2013

Reply from Bathstore

Hello Andy

I am sorry to hear that the bath legs were missing from the delivery, may I take this opportunity to apologise for any inconvenience caused.

Could I ask that you contact me on the telephone number below providing me with your order number, and I will look into this matter further or email me at customerservice@bathstore.com

Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23 option 3

Poor service and unprofessional

I simply wanted to get a replacement Bathstore shower valve cartidge. I could not order one on-line so went to the store as was told I had to contact another company who do not open on a Saturday. I was told someone would phone me first thing on Monday morning. They did not phone. A few days later I happened to check my emails and saw one from the "other" company. It said I had to send a proof of purchase to them. I replied giving my details and said to check their computer. I got another email saying their computer systems do not talk to each other. I went back into the store and was given an invoice number and told to phone the "other" company again and give them the invoice number. I returned home and after waiting 20 mins on the phone was told I did not need the proof of purchase and that the invoice number was useless as they could not read it on their system. In the Bathstore I was told the part would be free due to the length of time I had had it. On the phone I was told it was over £60. I said I wanted to make a formal complaint but was initially told tyhe lady did not know the proceedure. I would never use this company again. It feels like they are doing you a favour to sell you replacement (as it had failed) parts of their own products. Not joined up and not professional - avoid!

11 March 2013

Reply from Bathstore

Hello Tim

It is very disappointing to hear of the issues that you have reported, may I assure you that this situation does not represent the standard of service that we strive to achieve, and I would like to take this opportunity to apologise for any frustration and inconvenience caused.

The shower cartridge is a consumable item and they are not available to be ordered on line, the order does need to be processed through the Brassware team, who will in the first instance troubleshoot through the issue with the customer, and if a part is required they would need to ascertain if the product was still under guarantee, if not the item would be chargeable.

This process should be quite straightforward, and I am sorry to hear of your experience, could I ask that you please contact me direct on the number below, and I will investigate matters further, or alternatively please contact me by email customerservice@bathstore.com.

Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23

2 1/2 stars really - OK and wouldn't totally criticise but not great

Bought a bathroom suite from them in December 2012 for a rental property I own in the UK. It is difficult to comment regarding the quality because I have never bought one before from anywhere else. I was disappointed though - at £1,600 for the suite (sale price) I was expecting a good quality product. After a week the chain came off the bath and sink which gave a bad impression. The toilet seat fittings are also exactly 100% the same as the ones in Wilkinsons at £4.99.

I recommend that they consider the quality of what they sell a bit more and test the products beforehand to avoid bad reviews of which there are lots.

07 March 2013

Reply from Bathstore

Hello Emma

I am sorry to hear of the issues that you have reported with the products, and for any disappointment caused. If these issues remain outstanding I would like the opportunity to assist you to get this matter resolved.

We do supply a range of bathrooms for every taste and every budget; and the products are fully tested and guaranteed.

Could you please contact me on the number below or via email customerservice@bathstore.com providing me with your order details, I will then revert back to you.


Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23

terrible

left us with no shower for the second time 8 weeks and now so far 6 weeks to mend a valve at westcliff on sea

05 March 2013

Reply from Bathstore

Hello Jackie

It is very disappointing to hear of the issues that you have reported.

Could you please contact me on the number below or email me at customerservice@bathstore.com providing me with the details of your order, I will then revert back to you as quickly as possible in an attempt to resolve matters.

Kind regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23

Absolutely Dreadful!

I ordered a bathroom cabinet on 13th February and received an email from the Bathstore advising me that it will be delivered to my home on Friday 15th Feb 2013. Took the day off work and waited in all day for the delivery and no one turned up! Emailed the courier service who advised me they had not received the item and to contact the Bathstore. Telephoned my nearest Bathstore the next day, who after checking their records informed me that there had been a 'computer glitch' and my item had not been picked up at the warehouse! (shame no one at the Bathstore thought to give me a call and let me know despite having my all contact details!) Advised by my nearest (Vauxhall) Bathstore that they could have it re-delivered or brought into the store for Thursday, 21st Feb. So, having been told it would be on the 15th, it was now going to be a over a week later!!

What angers me so much is that I took a day off work and no one from the Bathstore has even apologized, contacted me or even sent me an email apologizing for the problems, the day I lost off my annual leave or the delay. I was the one running around trying to find out what had happened to the item. It was like they couldn't even be bothered.
After all this nonsense and the attitude from the Bathstore, I have serious doubts about ordering anything again from the Bathstore.

28 February 2013

Reply from Bathstore

Hello

It is very disappointing to hear of the issues that you have reported and I can fully understand the frustration that this situation would cause. Unfortunately due to a system error your order and a number of other deliveries failed to be delivered on the arranged delivery date.

It is my understanding the store arranged the next earliest delivery date for collection from our Vauxhall store. May I take this opportunity to offer you my sincere apologies for any inconvenience caused, and should you require any further assistance at any point in the future, please do not hesitate to contact me on the number below.

Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23

Expensive Fitting

I wanted my bathroom refitted completely.

Went to my local Bathstore (Basildon), and got excellent service in the store.

They then sent the fitters round to give a quote.

Unfortunately, the fitting quote was nearly double the quote from 2 other companies in the same service level bracket. Even the man in the shop was shocked by how much it was.

I proceeded with the refit using a different company.

27 February 2013

Reply from Bathstore

Hello

Following investigation with our Installations team, it is my understanding that we quoted for extensive work, including the removal of a wall, 30 metres of pipe work from the pump location to the bath, complete re plastering and tiling were also quoted.

Our store personnel provided an approximate quotation in store, before the survey appointment, and following the survey the costs were within 10% of the original estimate.

Our Installation service is constantly benchmarked against our competitors offering the same level of guarantee and quality assurances that we provide. We offer a price match guarantee for like for like works, and we are sorry that you were disappointed with the estimate provided.

Kind regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23

Bewilderingly inefficient while maintaining a friendly front

My elderly father needs a walk in shower urgently as he is rapidly becoming more disabled. We ordered what he needed from Bathstore in January, and were told it would be fitted the end of the first week of February, but would he mind paying up front immediately and having the products delivered in January and keeping them in his home until the fitting? Okay, not ideal but we agreed. It is now the end of February. The original fitter has been dismissed, and now nothing. The Bathstore is very adept at diverting your complaints and reassuring you that everything is in hand, but absolutely nothing happens. I am shocked that they don't seem to have enough fitters to complete the jobs- it's obvious now- just get the money in and deal with the customers later UPDATE
Still no shower we are now 22nd March- the second lot of Fitters employed by Bathstore called Corinium London are also woefully inept and full of false promises and fake finish dates. It's beyond me how anyone in their right mind can operate like this and get away with it. Meanwhile Bathstore have been paid upfront for materials and fittings.

25 February 2013

Reply from Bathstore

Hello

It is very disappointing to hear of the issue that you have reported, may I assure you that this situation does not in any way represent the level of service that we strive to achieve, and I would like to take this opportunity to offer your Father our sincere apologies for any inconvenience caused.

Having investigated matters, I understand that your Father has now been contacted and arrangements have been made for an Installer to visit 25th February.

Should you require any assistance further, please do not hesitate to contact me on the number below.

Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23

Excellent customer service

We have purchased two bathroom suites from Bathstore in Norwich.

When we had the first one fitted there were problems with the shower screen leaking. I sent a letter to the chief exec and one of his staff arranged for replacement parts to be sent to us and for a fitter to come a fit it properly free of charge (it turned out that our plumber had put some parts on upside down). Excellent customer service in my estimation and much better than the shambles that were B&Q where we got the bath from.

Having moved house we went with bathstore again for our new suite. Having started installing it myself I noticed that we are missing some fittings for the bath side panel. Quick email to customer services and a spare set are currently in the post.

I would highly recommend Bath Store as they have twice given excellent customer service.

14 February 2013

Reply from Bathstore

Hello

It is always such a pleasure to receive such feedback from our customers, thank you for taking the time to post your review.

As I am sure you will appreciate people are generally much quicker to write by way of complaint and I am grateful that you have acknowledged the fact that you were pleased with the service that has been provided.

May I take this opportunity to thank you for your valued order and should you require any assistance in the future, then please do not hesitate to contact me on the number below.

Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23 option 3

Poor quality products, after sales warranty and customer service.

We'd purchased a new shower enclosure, tray and fittings back in November for £1300, which was delivered and professionally fitted mid-December. Shop staff were friendly and helpful. The tray was fitted onto a solid waterproof-lined and tiled floor of a wet-room, which the previous owner had newly installed. But did not have any glass screening and thus too messy with water splashing all over the bathroom to keep clean.

Eight months after the shower tray and enclosure installation (August), we noticed three very fine spider-like cracks emerging from within the shower tray surface all within a 20 cm radius of each other. Called the shop who asked me to email photos of the problem, which they'd forwarded onto Bathstore's technical department. Subsequently heard nothing for a month, then chased-up and then about 3 week later the store called back to advise their technical department said that they believe the cracks were caused by the customer and would not do anything further.

I called the technical department and spoke with the manager, who vehemently insisted that we had caused the cracks by having dropped something on the shower tray. I'd advised that we had not done so and that these weren't indentations, but emerging from within the shower tray surface. The manager then said that "shower trays just don't crack, you must have caused the damage somehow, as my documentation says so." I asked him to pass (email a copy) of the documentation so that I could review it, he said it’s for his reference only and wouldn't provide a copy. I asked what can be done now, to which he replied nothing and that it would be down to me to replace the shower tray since we'd damaged it.

The technical department manager was rude and arrogant, made a judgement without providing any evidence on the reason of the cracks. No one visited to inspect the issue. I wrote the customer service manager who wrote back that as far she was concerned, that I had discussed the matter with the technical dept manager and that was it. The tray has continued to form more cracks and started forming lumps across the shower tray surface. From what I can see is that the shower tray is either faulty or very poorly constructed and thus did not even last 9-months after installation. Very disappointing experience, it was the first time I'd purchased anything from the Bathstore, definitely never buy from them every again after this experience.

So far the Shower enclosure has been fine with no problems to-date... touch-wood!

14 February 2013

Reply from Bathstore

Hello

I am very sorry for the late reply to your review, we have recently gained access to the system.

I can understand how disappointing it would be to encounter such problems with your shower tray that was purchased from us November 2010.

Having looked into the issues that you previously reported to us, I understand that matters were fully discussed with our technical support team and from the information that you provided and photographs that were viewed, it was considered that the issue was due to the shower tray being placed under unnecessary stress from an incorrect installation.

I am sorry that you were unhappy with our response, but if you would like to discuss this matter further, then please contact me on the number below.

Kind Regards

Paula Davies
Customer Service Manager
Bathstore
08000 23 23 23 option 3

delivery scam

I ordered some bathroom fittings from Bathstore in Hammersmith in London and when delivery came, one of our labourer on site signed for it and was told by the couriers that the bath (which was £1700 item) would be delivered later the same day, which never has been, unfortunately he signed for the delivery and this was the biggest problem, but Bathstore completely refused to take any actions other than making one phone call to the courier company. I even asked them if they could give me a deal on the second one so we can buy it and finish the job, this did't work either, they completely don't care.
I contacted the courier company "Panther group" and they also refused to investigate it with the drivers. I am so frustrated because the guy stole the bath (possibly the courier) gets away with this and the guys who signed for it now have to pay for new one. It is ok to say that he should not have signed for it, but unfortunately most deliveries are signed for without checking and those guys are only waiting to something like this to happen.
Police also refused to investigate because they said it is a private matter and has to be dealt with in court.

AVOID BATHSTORE IF YOU DON'T WANT TO HAVE PROBLEMS AND GET STUCK WITH YOUR BATHROOM RENOVATION. GO TO YOUR LOCAL BATHROOM SHOP INSTEAD, AT LEAST YOU WILL DEAL WITH SOMEBODY WHO CARES ABOUT THEIR BUSINESS.

Ms. mary mathieson found this review useful

place to avoid, rogue traders

Bathstore sellers are just anable to complete easy tasks. During the delivery, on of them smashed my door to pieces and since then I can't get money for that.
Stay away from that place, you will only get problems in there.

Poor quality products, still waiting on a refund after 3 weeks!

Purchased a Euro Duo 700mm basin and matching Euro 700 basin stand. The holes on the basin (waste, tap and overflow) did not line up together and the chrome stand for the basin was so poorly manufactured that it could not even be put together. A replacement was sent but that was even worst!

Was advised to take the products back to the local Bathstore, and they specifically told me on more than one occasion that it would only take 3 days until I would receive a refund. Well, it's now been 3 weeks and I've still to receive the refund. I have called multiple times to no avail.

Worst company I've ever dealt with.

Faulty product but no help.

I purchased a vanity unit from Bathstore.com which was delivered by the Fleet store. After only 3 months the laminate starting separating from the unit. I contacted Bathstore and they said it was due to faulty installation and would do nothing more than offer to sell me a new one.
Terrible product, terrible customer service.

Non-existent service

Bought on-line having failed to speak to a salesman at my local store (Jesmond/Shieldfield). Victorian-style radiator/towel rail was badly manufactured and none of the joints were straight. Phoned the local store (why, for an on-line purchase?) cos that's what you say you have to do. Got a salesman who refused to accept my word for the fact that the goods were faulty. I told him that my (very experienced) builder and plumber said it was unusable but he was having none of it. "bring it in to the showroom". I told him I could not carry it and suggested that he come and look at it (we live about 500 yds from the showroom). Ooh, I can't " for insurance purposes". Told him that I was rejecting the goods as "not fit for purpose" and asked him to arrange collection. "Send a photo" (no please). I refused. My builder and plumber took it to the showroom. He accused them of putting it together badly (it arrived assembled). They put him straight and told him they were leaving it with him and wanted a receipt, which he initially refused. Eventually they got a receipt. I phoned later to ask about a replacement. No apology at any time for the fact that the goods were faulty, that I had been inconvenienced or that tradesmen whose time I was paying for had had to cart it to the showroom. Who knows if the replacement will be any better.

The showroom staff seem to know nothing about plumbing or building; nothing about how the goods they sell arrive at the customer's house. They certainly know nothing of manners or how to apologise to a customer that they have let down.

Would I buy from them again? I'd sooner boil my eyeballs!

Very poor

Items delivered for my shower very poor quality and broke down within a year. Company unable to help. Avoid at all costs

Item missing

Mr Seabrook, wish we had read your review before ordering we had a missing item from our delivery. We were told it would be delivered the next day at 3.00pm, finally arrived at 8.00pm, which held our plumber up for 2 days. Will not shop with Bathstore Sheffield Branch ever again. In their response to our complaint they reccommend you don't commit to an installation schedule until you receive the order - I think that says everything about this company.

Ultimate in poor service

I recently purchased a bathroom suite from Bathstore Chelmsford, all went to plan up until delivery day. On opening the box containing the sink basin i found the enamel to be scratched, i immediately contacted the store and arranged a replacement which was a 2 week wait. Eventually the store made contact to inform me that the sink was in and ready to collect. When i arrived at the store i was handed a beaten up box containing my new basin and considering the state of the packaging i thought it prudent to check the sink before leaving the store. On opening the box i found the sink was covered in mud and dirt with deep scratches all over! when i turned to the store manager for an explanation his answer was "well it is from our budget range what do you expect" This left me not only furious but also in an awkward position as i had already installed the bath and toilet, i could not wait another 2 weeks for another replacement so i was effectively forced to keep my old sink. Hence to say, i will never ever buy anything from Bathstore Chelmsford or any other Bathstore Outlet again, they are nothing short of crooks dealing in second rate and damaged stock, their staff are rude, unhelpful with NO morals. AVOID AT ALL COSTS

Crewe has a great Bathstore

We have nothing but praise for the Bathstore in Crewe. They have bent over backwards to make sure that we are satisfied. The delivery arrived on time. Our bathroom looks fab and the fittings are of excellent quality. They compare really well with other, more expensive, fittings bought elsewhere. We had a small problem later but they responded immediately and replaced the part without any quibbles.

MAIDSTONE STORE

Shame so many people have experienced so many problems. I can tell you the staff at the Maidstone store in Kent could not have been more helpful. Geoff's customer service skills are second to none. ( shame more shops in general do not have his attitude). He helped design and guide me from day one. Nothing was too much trouble. I was rung from the warehouse and given a ' time slot' I was then rung on the day by the delivery men to say they were on the way. My bathroom order was delivered on time and intact. It is in place all plumbed in with no problems. It looks great.
So sorry for those who seem to have problems and wonder why !!!!

Quality goods at an excellent price with very helpful staff

We spent 3 months searching for the right products for our remodelled shower room and new ground floor w.c. We finally bought virtually everything from Bathstore at Swindon. Delighted with the quality, great value for money and all whilst dealing with very friendly & helpful staff. I have been in the housebuilding industry all my life and couldn't buy better at the trade counters.

10 /10
Brian H.

At last, service I expect

After several problems with my DIY orders this summer it was a pleasure to deal with Bathstore. The order went through without any problems. The communication for the delivery was excellent and phoned the night before with a two hour delivery slot. We did have a problem with a finish fault on one unit but when I phoned they apologised and arranged an exchange the next day..... I was almost lost for words as I was expecting them to argue with me as so many other companies had (even when they had sent the wrong item) Gloria was the last person I spoke to and she had a firm grasp on the concept of customer service and had an obvious pleasure in finding an answer to my queries and solving them. Also very pleased with the products and value. Cannot understand how other people have had problems with them. Would certainly use them again and other companies could learn from them about the importance of communication!

Speak as I find.........an easy and pleasant transaction

I recently gutted and refitted my bathroom and ordered a a big deep bath (pool acrylic 1700 x 750) and I was impressed with the speed of delivery, courtesy of the driver, and the quality of the product and price paid made me feel as if I had a good deal. I realise there are a lot of negative reviews on here but I can only speak as i find......

bathstore give you what you pay for

can't fault bathstore.
delivery was quick and everything was there.
realised after delivery that i needed an extra part for my freestanding bath which i wasn't told about when buying. i phoned the store, who appologied and will send me one for free. all staff were friendly(sutton brunch). i renovate houses so have bought bathrooms from various suppliers and have found that you generally get what you pay for and bathstore are as good, if not better than any.
the only thing that i find a bit amusing is the so called sale prices. like DFS, bathstore seems to have a constant sale.