As a new customer it was a very easy order, delivered quickly for a very good price. It is how online purchasing should be - good product range of quality items, with reliable delivery and prices that put the high street stores to shame. My order was of tiny value but I felt like I was being treated as if my order was vast. A highly recommended company.
Milano cloakroom suite Item was out of stock for a long time and I can see why once ordered item came quickly complete with everything required it looks fabulous and well made what a bargain ! Well happy
After 3 requests for vat Invoice Still not received.
As a company involved in multiple projects in South West I thought that we would investigate alternative suppliers for Construction items. I am under pressure to obviously provide vat Invoices for tax purposes and yet after 3 requests to their Call Centre have still not received any, for this reason I will now use an alternative supplier of Sanitary items.
we were very impressed with the speedy service we received, and our shower was delivered less than 36 hours from ordering, even though we only emailed our order in the late evening. Thank you, everything arrived together.
Found just the toilet I was looking for at a great price. After I placed my order I received great communication from Big Bathroom Shope and the toilet arrived well packed and right on time. FAULTLESS.
Totally disappointed with BigBathroomShop.co.uk. Wasted 2 days' annual leave waiting at home for deliveries which didn't arrive on the allocated day (only for the deliveries to be attempted on days when I wasn't in of course). One item (a tap) was faulty. In accordance with the terms I phoned to arrange a return/refund within 30 days only to be told they would not refund as I had not notified them within 7 days of the faulty product. Two points on that: firstly, I did not know that the product was faulty within 7 days - it was only when the bathroom installer looked at it and pointed out the flaw that I discovered this. I am a consumer - I am not an expert in tap mechanics. Secondly, the refund policy does not state "we will refund subject to you having notifed us within 7 days of a fault in the product" - their representative didn't seem to understand this though and was acting in breach of their terms when refusing to refund. In the end they offered to consider a refund if I emailed a photo for them to analyse the damage. Couldn't be bothered - they were so painful to deal with that the £125 cost of the tap didn't seem worth the time and hassle of engaging in further dialogue with them. Will not be using them again or recommending them - quite the opposite in fact.
Fast delivery on in store items , but delay on two items caused us some headaches.
Telephone staff excellent and helpful .
Still waiting response to my e-mail of 8th October regarding refunds due.
The towel rail i ordered and paid for arrived all as promised no fuss. Everyone i dealt with was most helpful and i would use again in the future.
I bought a concealed cistern toilet from bigbathroomshop.com on recommendation from a friend, easy order and reasonably quick delivery, had the toilet fitted by a plumber, sadly toilet seat didn't fit the toilet that it had been delivered with. After speaking to customer service representative and e-mailing photo of seat not fitting, nothing heard 24hrs later, very poor service despite paying £208 for a toilet.
my wife phoned and spoke to annette who confirmed that she had recieved the photo we sent,
perhaps you should talk to your colleague and get your information straight before sending out responses that quite frankly don't make any sense.
I first ordered this product to be advised a delivery date, product never arrived, after a lot of chasing, and a couple of days later, I eventually found out that the shipping company had lost my product. I understand this isn't the stores fault, and in all honestly, they refunded me the money very quickly. I re-ordered this product again a couple of weeks later after returning home from a holiday, delivery was fine this time, but upon inspection of the goods, they are faulty, with twisted and bent frames and brackets. I have tried ringing customer service today, to resolve, but their number is too busy, and on hold for too long, I have now emailed and awaiting a response.
After having two poor experiences with this company, and not always their fault, I will probably think twice before using again. If I get a quick resolution this time round, and a non faulty replacement is delivered, then I will probably accept that I may have been one of the unlucky ones to experience this.
Ordered bi fold shower doors which arrived promptly and were high quality as described on website. Could have been a little more communication on delivery times as a day was agreed but goods were delivered a day early and left in the back garden. This wasn't a problem as weather was dry and we were not out for long but had it been raining the packaging would have collapsed. Also packaging very torn though goods inside were in perfect condition.
I ordered a counter top sink and after a week it arrived in a cardboard box, no protective packaging, and BROKEN. I ordered another sink and after a week of waiting contacted customer services and a very helpful employee [name] traced the sink. Apparently it was broken in transit and never even got to me!
She ordered another sink and guess what....... never got to me..... BROKEN AGAIN!!!!!!!.
I have had a refund as I need to finish off the bathroom and use a more reliable company. I understand the goods arrive from abroad and are not checked at crosswater before being dispatched. not good enough really.
[name] has helped throughout so I send my thanks to her.
I wanted to change our rather old and tired shower curtain for a glass screen in our bathroom. The new screen has really lifted the look in the bathroom and it makes the room look much bigger and lighter. This was excellent value and was sent really quickly.
Excellent product, fair price and superb delivery service. The only snag was that I emailed them with a query about the item prior to delivery and got no reply. I was therefore worried that there would be a problem. It turned out that all was OK, but this company could improve it's communication with customers.
I have contacted with the customer services. They were very cooperative. However for almost a week I haven't heard anything from the after sales team although I had sent an email to them about the fault and also a photographs as suggested by the Customer services.
Not obvious when the order was going to be despatched as it showed out of stock at the beginning, but actually arrived before we expected it.
Delivery driver dropped part of the order, but luckily no damage. Would have complained to the delivery company rather than BigBathroomShop however!
Ordered a Twyford bath screen from them. When it arrived the box was damaged and it was no surprise that the product was too - very noticeable scratch on the wall profile. Contacted the company and they were polite and helpful, although, at the time of the call (late on a Friday), the product was showing as out of stock and no date could be given as to when it would be expected. I was told that they would let me know the date when the stock would be available on the following Monday. I had to contact them, late on Monday and asked for a refund as they couldn't tell me when the goods would be back in stock. They agreed to this, but, to my surprise, I got a text from the carriers (DX) that they would deliver the replacement in a couple of days time. Contacted bigbathroom shop again and, once more, they were polite and understanding, asking me to accept the goods and then arrange for them to be returned. The replacement goods were also damaged - the packaging was in a terrible state when it arrived.
Although it was a bit of a faff, the goods were picked up on the dates arranged and I received the credit promptly. I do have an issue with the state of the packages when they got to me and I suspect that this is the fault of the carriers rather than the sellers - ordered the same product from another supplier (who used a different carrier) and the goods and packaging were fine - so, unless they start to use a different delivery company, I cannot recommend them.
Having been looking for a vanity unit to replace an existing basin and pedestal, the BigBathroomShop came up trumps with an exceptional price which included carriage. The unit came ready assembled and well packed so all I had to do was get a new basin waste and swap the tap over. Voila! Would definitely recommend and buy from these guys again.
I recently ordered a bathroom tap and was very pleased with the speedy delivery following the placement of the online order. It's nice to have a company that responds as well as the BigBathroomShop.
I researched lots of suppliers before selecting the big bathroom shop, I was impressed by the photographic standards and although the prices were not cheap, I believed I was getting a quality product.
My delivery arrived on schedule but incomplete, no delivery note, no information as to when the remaining products would be delivered, I had to call to get this information which to me is poor customer service.
The suite itself arrived with a blue plastic layer on the rim of the item's and absolutely covered in dust/dirt as though they have been stored open in a warehouse for a number of months.
I have written to complain and have been asked by the employee contact what I want them to do about it?
I explained that I would like the company to follow their complaints procedure and get back to me, I have heard nothing!
I will be pleasantly surprised to see this opinion on the company website, or perhaps to receive a resolution to my issues.
Awful, awful customer service. Ordered a heated towel rail which was listed as in stock. Ordered on Friday and needed it for the Friday after which seemed no problem as the item was in stock and the delivery time was a couple of days. Received an email straight away saying that my order was being processed by the warehouse team... then nothing. Over the next week I tried ringing them constantly but never managed to get through to customer services. I could easily get through to their sales team (surprise surprise) but they claimed they couldn't access the system to enquire about orders and I needed to speak to the after sales team... who I couldn't speak to because they don't answer the phone! On the morning of the Friday the plumber was coming to install I phoned Sales and demanded to speak to a manager who advised me that the item wasn't in stock and wouldn't be with me for three weeks. I cancelled my order and bought one off the shelf from B and Q.
A month later I am still waiting for the refund.
Do not use this company under any circumstances.
Have ordered several items from this Company but had problems with the last. Received an email saying it was being delivered but it did not arrive, so the next day I phoned after spending over half an hour trying to get someone to answer when they did I asked when it would be delivered they said someone would call me back I asked when would that be as I did not want to spend a further day waiting and was told ' HOW LONG IS A PIECE OF STRING' and they they hung up.
Having been informed in writing three times that I would receive a full refund for the return of BigBathroomShop's faulty items - I am still without refund, some 5 weeks since the faulty goods were collected by BigBathroomShop's agent. So far, I have had no response from either Jade Burnie, who personally guaranteed the refund, or with any other representative of the company since the 26th September; it is now the 6th November. This is despite attempts to contact Jade Burnie directly. Again, I reiterate, this has been an absolutely terrible customer experience and I would strongly urge anyone considering purchasing bathroom equipment, to stay well away from a company that considers it acceptable to sell items not fit for purpose, does not acknowledge that the goods have been returned and then completely disregards their stated intention to make a full refund - an entitlement stated in their terms and conditions.
Little has changed since my first review as below:
This has been the worst customer experience I have ever had the misfortune of receiving. Customer services have been unhelpful - having provided contradictory information. Product was delivered, and charged, for twice after an amendment to the original order (and after receiving guarantees that this would not occur.)
The product that was delivered was not fit for purpose. The qualified plumber I had employed refused to be responsible for fitting such a low quality product. This subsequently delayed the refurbishment timescale. When speaking with customer services they refused a refund unless evidence was submitted. That this is neither mentioned in the company's terms and conditions and most certainly is not a requirement of government legislation - The Sale of Goods Act 1979, seems to have passed this company by. The company, at the point of writing this, have not responded back to confirm how they are planning on rectifying the problem. An absolutely disgraceful way to manage customer relations.
The first shower door that we received was broken when it arrived (to be fair this was no doubt the fault of Royal Mail). We mentioned when sorting this out that the shower door that we had received had a knob and not a handle like the one in the photo that we'd ordered and were assured that the correct one would be sent out. Unfortunately this was not the case but we decided we had to accept it due to time constraints. I did however contact them via their website to say that we had still not received the correct shower door but would keep it as couldn't face sending it back again and perhaps they'd like to offer a little bit of money off by way of compensation. I've heard nothing since! I wouldn't order from them again based on this experience.
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