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Would never buy from Better Bathrooms again! They treated me as a thief and a liar.

After visiting the showroom in Warrington, I placed my order over the phone and purchased a complete new bathroom including all the taps and tiles. I decided to purchase some very expensive glass mosaic tiles to add a stunning feature wall.I needed 15 sheets to complete the look. The delivery arrived on two very tightly packed palettes. The mosaic tiles were packed securely in the middle of the palette, I had a box as well as loose sheets and presumed I had received 15 sheets in total. The palettes were kept unopened and stored in our garage until we were ready to replace our bathroom. Three months later we began work on the bathroom and discovered there were only 10 sheets of the mosaic tiles. I immediately called better bathrooms and explained that there were tiles missing from my order (I had paid for 15 sheets!) The sales person was very unmoved by my distress and told me that they would not send me the missing tiles because almost 3 months had passed since I placed my order. The only way to get them was to buy more tiles and pay a £35.00 delivery + £15.00 for next day delivery. I was shocked especially as they had accepted a previous complaint about a towel rail that was rusty inside and leaking! And they accepted the fact they sent me he wrong shower head too, these problems were dealt with after many phone calls and involved me having to take photos of the items in question. I requested a call back from management which I received that same evening, After explaining the entire situation I was told the same thing. There was absolutely no customer care here, I was told that they believed me, that I had only received 10 sheets and not 15, but due to company policy they point blank refused to send me another 5 sheets (that I had paid for!) I had two choices either I ripped out the tiles on the wall and start allover again with another tile altogether (which I as going to buy elsewhere) or pay another £90.00 + delivery to complete the tiling work left half done due to their inability to count! After being made to feel like a complete liar and thief I gave in and paid them what they wanted. I had spent £2000.00 at Better Bathrooms, the entire experience has left me feeling cheated and not valued as a customer. Because of the lack of customer care I would never recommend them to anyone.

28 November 2012

Reply from Better Bathrooms UK LTD

Thank you for your feedback; it is very much appreciated.
At Better Bathrooms we constantly strive for customer excellence and I am sorry you were disappointed with events surrounding your recent order.
Our records show you contacted us on 31 October following the delivery of your order on 27 July to report your missing items. We carried out an internal audit which did not identify any discrepancies. This, together with the length of time it had taken you to report the issue resulted in our decision not to replace the tiles free of charge.
As you can appreciate the time delay is a key factor in enabling us to resolve issues of this nature.
I hope this clarifies our position and would like to thank you for your business; we appreciate the feedback and your custom.

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