Bathstore Reviews 20,369

The shop staff at Warrington are excellent, including the design service. The products are great too. BUT deliveries contracted out to DHL are a nightmare .i bought something Friday 21st Feb and was promised it would arrive Wednesday 26 so set up plumber to fit Thursday. I would get a text advising about delivery. I got the text On Wednesday, telling me my purchase was complete and the earliest date for delivery is Monday 2 March. Very unhappy. The plumber made a mistake cutting a panel so it needed to be replaced; could I go into store (10 miles away)in person to ensure prompt action. Order and payment made Friday 28th. This would be a one man delivery, not DHL, so I should get it Monday. Today, Saturday, I get a text from DHL, saying the purchase was made today and giving me Wednesday as earliest date for delivery.

Come on Bathstore - the whole process needs to work properly. Your delivery contract with DHL is not fit for purpose, and lets down your excellent store staff.

I ordered some items from Bathstore and some from Victorian Plumbing. Seeing the items side-by-side, Bathstore wins hands down. We’ve not had an issue with a single product. Everything has arrived in prefect condition and been exactly as described. Good quality products.

I have just dropped one star because their helpline isn’t for product information, just sales. This is a shame as people do need advice when buying bathroom products, simple things like what waste is needed. When I called the sales line however, they did put me in touch with one of their superstar store employees for advice and he was brilliant. I wish I could remember his name, I think he worked in the Aylesbury store. But it’s not really fair on him if he’s taking all the calls from the national phone number - he must be very busy :)

The worst service I have ever received. Both the Manager of Customer Service and the Directors give no impression that they actually care about the poor service received by their customers. If I could have given zero I would have. The shop staff and person at CS Desk are excellent and do not deserve the poor attitude and complete incompetence of those above them. It took 4 deliveries to delivery my bathroom, a cancelled order, endless phone calls and constant blaming of DHL and still nobody fees it appropriate to return my calls or emails. Do not use them, I won’t going forward. I only persisted as my project was at risk if I didn’t. They cost me money, and time, and didn’t even have the decency to respond to my issues and absolutely shocking service.

My experience of Bath store is a poor one which started out well with a great deal in the bath which was then delivered by DHL and this is where the trouble started when it was attempted to be delivered they sent the wrong amount of people and no bath bag to enable them to carry it upstairs.
On the same day the 18th of February I Called Bath store to try and rearrange the delivery they contacted DHL to rearrange delivery and DHL never got back to them and I was told by the customer service team that the only way that they can contact DHL is by email and I have to wait for them to respond via email.
how can they run a business by not been able to rearrange delivery in mins rather than days?
not been able to get things done properly in the first place because of the terrible companies they associate myself with! they are going to go bust again if they continue this way.
To be honest the customer service team just seem to say the same things and they are very restricted by their policies and just can’t be helpful because of bathstores policies and the fact that they use a company they have to email only....says a lot. I’ve now cancelled the order and I have not received an email to say that it will be cancelled refunded or anything I called them to be told it can take up to 28 days to get my money back!! which again is a joke because they can take it in seconds but it takes them almost 30 days to get back to you??

Won’t be using them again.

Shockingly bad customer service. Asked in store for a towel rail to match a toilet roll holder that we had bought several years ago. Was shown one on the web site which when it arrived was much longer that we had been advised. Sought to return it to the shop and was told that there was a £50 return charge. Complained to customer care team and was told that we had been misinformed and could return it back to the store. Did so and was told that a refund would be issued centrally. No apology for previous misinformation given. A month on still no refund received. Will never shop at the Bath Store again!

The delivery experience was appalling. Part of the order did not get delivered. Re-delivery was arranged and got duplicated. The missing items were not then delivered as scheduled. In the end I had to go and buy other none matching items from another store to complete my bathroom. Staff in the store were very helpful. Steven in Customer Service (manager) was uninterested and unhelpful.

Shock services!!!

I bought 8 bathrooms from Richmond store end of last year and came to fitting them 3 months later and all 8 taps had the wrong product inside.

Contacted the store and they said that nothing can be done as its outside the policy. Spend around £10k on this order and now cant complete the building site because of these taps.

DO NOT USE, lots of other companies out there who are more reliable and will get simple delivery right first time.

I'll share my experience, and you can judge for yourself if you ever want to deal with this company. I suggest you don't.

I purchased a bathroom mixer tap from Bathstore. The tap was stiff to use (it has a single lifting handle to turn on, and left / right for hot and cold), but as it was over Christmas we decided to give it a few weeks to wear in. After three weeks, and after realising my 3 year old didn't have enough strength to turn it on, I contacted Bathstore customer support to ask for a replacement.

In a very short reply, I was told to remove a part form the tap, then soak it for an hour in vinegar / soapy water. Not not being a plumber, I asked for instructions on how to correctly remove the part, they replied 'You tube it'! No link was included to any bathstore instructional videos, just telling me to look at random videos and fine one that relates to my tap.

My plumber returned, removed the cartridge, placed it in the soap and water mixture for an hour, then refitted it... no change.

I emailed Bathstore again, telling them it didn't make any difference to the operation, to which they replied with a list of three online companies whereby I may purchase replacement cartridges.

I asked to speak to a manager, and they have now started ignoring my emails.

Customer service teams should not be telling people to 'Youtube' repairs to their faulty products. Customer service teams should not be telling people to purchase replacement parts for their faulty products.

I feel like I've been scammed by a national company.

I've spoken to my bank today who are happy to arrange a chargeback for my purchase against Bathstore. They will forcebly take the money fro Bathstore's account, and refund me. I highly recommend everyone else on here does the same.

STOP ✋ don’t by from Bathstore!!!!

products might be ok if they ever turned up not broken, customer services is a complete waste of time, the manager at customer service has no idea of how to treat a customer and about as much use as a chocolate fire guard! If your thinking of buying from bath store don’t!!!!

Still woeful.
It's the hope and false promises that kill you...

I don't think I have ever experienced such a brazen approach to totally ignoring correspondence.

I requested a return and refund on 1st February, after goods did not arrive in time for the fitter, some of which were not even on the order.

At time of writing, I still have no date confirmed for collection of the goods, despite being told by 5 different people that it was "in hand".

It is not in hand - avoid Bathstore at all costs.

Buyer beware.
I bought a £2300 touchstone gun metal grey freestanding bath 4 years ago. I’ve used it about 20 times & a crack the full length appeared in the base. Of course it’s made in house & because they went bust no refund offered or even an apology.

Had my walk in shower an complete new bathroom,fitted all done by bathstore thurmaston Leicester,it’s beautiful fitters were excellent,it’s wonderful I’m so looking forward to using it,the bath was taken out ,it’s unbelievable,Thanku guys,excellent job done

Having purchased thousands of pounds worth of product from Bathstore, one item was opened outside of the returns period. It was a radiator which was bent, therefore it could not be fitted to the wall. Despite my request being a straight swap for a non defect item it would not be swapped. Returns within the 30 day period for someone that has changed their mind I would understand. But given inevitable delays on building sites, and the product actually being damaged from the manufacturer to not honour a return is very poor.

The customer service rep said that he could notify his line manager but it would be pointless as they would dismiss it out of hand.

I would not use again, the customer service from big bathroom shop has been far superior in every way.

Woeful - terrible experience, the WORST customer services, incompetence at every level .... over 1/2 my original order I have had to replace with items ordered from VictoriaPlum. ZERO proactive communication, still outstanding items on my order with not a clue when they will be delivered.

Utterly horrendous - AVOID AT ALL COSTS

Went to a homebase/bathstore in kent and was pleased with how the design was done and the products we ordered.

Had a issue with wrong item sent but All resolved now. Just need to make sure you check your items as 30 days was plenty of time for us to do this as we booked our fitter a few weeks after delivery as advised.

Was told they are having some teething troubles but you just gotta follow what they say and go in store so they can help you more personally instead of online.

The worse customer services telephone conversation I have ever experienced. After 10 minutes attempting to verify my identity with everything apart from inside leg measurement the result is that Bathstore will not honour a replacement for the delivery of a broken £200 led mirror because I did not open and check the item within a 30 period. Not my fault that builders don’t work over the Christmas/new year period! I will never use Bathstore again and suggest everyone else thinks twice before using them.

WARNING
We visited a store, ordered and paid for a bathroom suite which we were told "per the computer items are in stock". We were advised we would have a confirmation text within 2 working days to arrange delivery. Over 1.5 weeks later still no text. Customers services are completely useless and unhelpful, telling us our order is STUCK!?

They are refusing to refund me to my debit card and will only issue a cheque.

Avoid this company like the plague.

We visited a store, ordered and paid for a bathroom suite which we were told "per the computer items are in stock" We waited until the advised delivery date and were then told non of the items were in stock or had actually been in stock?
Last communication via email:
"I have now raised a refund request for 2 orders totaling £903.00 to our finance team.
They will raise a cheque which should come out to you within the next 2-4 weeks"
1. Why are you raising a cheque when I paid by CARD?
2. I have no bathroom furniture until you pay me back!!

Since my review yesterday, Bathstore have now emailed and said that they will now refund the delivery charge as well as the refund for the product.
This is an improvement so only fair to record that, but only two stars because of all the inconvenience. Plus I’m still having to wait 14-28 days for a cheque instead of it being put back on to my credit card at the time I returned the item.

What an absolute pile of rubbish. Purchased a whirlpool bath. Fitted it and the pipe that connects to the pump is so brittle the union has perished on the first time it was used! If I could post pictures to show it I would! Water pooring through our brand new kitchen ceiling!

Called bathstore. Sorry we don't do spare parts!

Looking at other internet sites this seems to be a common problem with the cheap, chinese made, imperial fittings used.

I managed to source a replacement kit for the pipe work as I just don't trust this one.

I will never purchased a product from this company again!