Crosswater Ltd Reviews 

I sent a technical enquiry via email and they were extremely quick with responding! Jay was also extra helpful with technical advice and sent over an incredibly helpful video to assist with the fitting of the necessary parts. After sales are incredibly important to me as an engineer, so I’ll definitely recommend Crosswater to clients👌🏼

I had a shower head that needed replacing and crosswater did it immediately.. excellent customer service.

We've got matte black tap, waste and shower in our bathroom. It looks beautiful and very stylish. However after 2 years of being installed all of them have the matte black finish chipped off them. Even after cleaning them exactly as advised on their website. We were advised by our bathroom designer/fitter to use crosswater as it would be longer lasting but I'm not sure that this is the case and now our bathroom looks a bit tired already. I wish we hadn't gone for a black finish.

Great customer service - first class.

Absolutely cracking service by Jay Manku.
Needed to order 3 x replacement SP584 flow cartridges for a Burlington shower for a customer purchased 05/05/2023
Being dispatched today and be with me on Tuesday :-)
Spot on!!!!

Bought a kitchen tap that didn’t work properly. Called Crosswater and received the best customer service. Majid was very helpful and sent another one straightaway

Great products and fantastic customer care. Thank you Derek for your help.

Really professional, accommodating and helpful service. We had an issue with a tap that seized up which was out of guarantee with the seller, and Crosswater understood that this was an unusual fault for a relatively new tap in a softwater area, and replaced the unit.

Fantastic company.

Tony.

Ian, is amazing! nothing too much trouble and comes back with solutions very promptly.

I recently posted a very critical review here about my experience with Crosswater (parent company Bathroom Brands).
This centred around the fact that the first shower I ordered arrived missing a section of the shower enclosure, and we had difficulty getting the replacement shower to work.
I think it is only fair to Crosswater to report that the problem with the second shower turned out to be with the plumbing at my property – there was an airlock in the shower pump. This was diagnosed by the wonderful engineer from a company called Sanifix, who had been instructed by Crosswater to come and see what the problem was.
HOWEVER! I found the whole process of dealing with Crosswater quite cumbersome. At one point, I asked them if they couldn’t just cut to the chase and send an engineer out (for which I paid), and they said no – it was only after a lot of to-ing and fro-ing (what they would probably call exploring all the options) that they finally agreed.
I had to sign and send back an email agreeing to the T&Cs, then pay an invoice (for the engineer) that was emailed only after I had returned the first email, then I had to email them to say that I had paid. Then they told me that I hadn't sent the email saying I had paid in the right way.
I must emphasise again that the fault was not theirs, but without the specialist engineer, I would still be without a shower. He himself said that it had a been a tricky problem to diagnose, because of various factors which I don’t understand, because I am not a plumber!
The fact still remains that because of the delay caused in the first place by the missing shower part, it has taken weeks to get my new shower up and running.
I didn’t realise quite how depressed I had got about the whole business until the shower was fixed and I suddenly found myself feeling much more upbeat about life.
Here’s the thing: Crosswater are part of a company that is valued at something like £271m. You would think that they could afford a bit of human sympathy now and again, instead of a robotic customer services operative saying: “I can only apologise” while at the same time sounding completely uninterested.
They seemed so fixated on proving that the problem wasn't their fault that they lost sight of the fact that they could still help me solve it.
I'm very happy with my new bathroom, I think it looks beautiful, but I'm not sure I would want to deal with Crosswater again.
What makes people give you five-star reviews on TrustPilot is not just selling expensive showers, but going the extra mile to help and advise your customers.

Crosswater's customer service is exemplary. Derek at Crosswater was professional and excellent. I contacted them regarding my shower hose leaking, within 5 days - he had sent a new hose as part of their 15 year guarantee.

I’ve used products from this company for many house renovations. Great products but the standout for me is their customer service. AMAZING. Always able to help out

Customer service from Bathroom Brands is truly awful.

Ordered brush brass fittings in the Mpro range and the electric radiator is a completely different colour.

Took a number of emails to get a generic email back and it's still not resolved.

We had a shower unit installed in 2011. In 2015 we contacted customer services for some replacement rollers who sent 4 of each free of charge. 10 years later we needed some more, so I contacted customer services again not expecting much. To my surprise they got back the next day and have sent another 4 of each part free of charge. What can I say, outstanding customer service.

Had a jammed diverter on a bath filler valve. Unit is over ten years old and discontinued so I wasn’t optimistic - however the customer service team responded quickly on how to dismantle the component and a v reasonably priced part. Good service, and I’m pleased the equipment is serviceable and built to last.
Only reason for 4 stars rather than 5 is I had previously used the phone system, which disconnected me a couple of times while on hold. So I’d recommend using the online service instead, they do respond.

Majid was very helpful in sorting a replacement soap dispenser

Towel rail just been installed and it's a completely different colour and finish to the taps and shower. We chose a brushed bronze finish. First the shower isn't available and might be back in 6 months. Now the Towel rail doesn't match anything else and looks like a sparkly dark brown and we're being told it came in the right box so it must be right. Really upset. Wouldn't have chosen this finish from this company if we'd known that products supplied in the same claimed finish wouldn't match.

EDIT following the below reply. I can't give any reference as we bought via a local showroom who aren't helping and my husband emailed this morning to an address at crosswater (technical@crosswater) but nobody has responded so no reference. If the person responding to reviews can provide an email i can send photos

Wonderful Service
Thank you so much to Ian for facilitating replacements for faulty bathroom fittings
You were understanding about the problems I had and there no quibbles about replacements
You were prompt with communications and deliveries
I can’t thank you enough -
Definitely 5 🌟recommendation for Bathroom Brands

We have just had fitted a Crosswater shower tray alongside some Burlington brassware. I cannot believe how cheap the Crosswater tray and waste cover looks. It looks like it’s come from Poundland.
Not sure how it’s going to last but I will never get anything from this outfit again.
DO NOT BUY

Thankyou for your response. It is not the fitting of the tray. Its the quality. First of all the shower tray base was cracked. The crack was at the base and would not affect the general appearance due to being covered by the flooring, however it is the waste cover that makes the whole thing look cheap. Its a white painted, ill fitting cover that does not securely locate in the tray waste recess.
Please do not confuse this with the installation quality.

We purchased what was marketed as a premium bath plug from this company, expecting a product that would offer long-term reliability. Unfortunately, the plug began to fail just over two years after installation—barely outside of the warranty period.

Despite raising a formal concern under the Consumer Rights Act, and making a reasonable request for a goodwill replacement or discount, the company declined, citing the expired warranty and incorrectly blaming “hard water” (we do not live in a hard water area). We explained this, yet they maintained their position and offered no meaningful resolution.

It’s incredibly disappointing that a product at this price point should fail so soon, and even more so that the company’s response was dismissive. We were essentially encouraged to pay full price to replace a product that has already proven unreliable.

Based on our experience, I would not recommend their products or aftercare, especially for those expecting true premium quality and service.