Bathroom Brands Reviews 

Fantastic company with lovely well made products. Brilliant after sales team. I cannot fault this company.

The digital shower is a nice product - when it works.

However after sales is awful and the 5 year warranty is not worth the paper it’s written on.

I’ve got a 3 year old fully fitted electric digital bath / shower fitted. The processor unit has failed, leaving me without any bath or shower facilities at home.

It took over a week to get a response from Crosswater/Bathroom Brands, despite me calling daily, and promised daily to get a call the following day.

Now Crosswater/Bathroom Brands has refused to honour their 5 year warranty. They claim - that to get the 5 year warranty the product should have been registered online. They claim that there was an extra additional leaflet in the box which stated this (which there wasn’t).
The wording used on their warranty is “Unless otherwise stated all digital products have got a 5 year warranty”, and they are using the “unless otherwise stated” to get out of the warranty.

They have discontinued the product, and are refusing to repair, replace or even sell me a new digital processor, making their own product obsolete, and making a simple processor change into an entire bathroom refit.

Very weirdly, when I pointed this out, they recommended me a competitor company product as a replacement (Mira).

I would advise to avoid - looking at the 1 star reviews on here, mine isn’t an isolated case - it seems that the company will do everything they can do avoid any warranty claims.

Stick to a more reputable company, I know I will in future.

Where so I start with Bathroom Brands/Burlington. Having spent thousands of pounds on a full Burlington bathroom suite, the last thing I expected was for it to start falling apart. Honestly, the bath and toilet still work and look as you would expect. But sadly, the mirrored cabinet product number SM6015W has fallen apart already. For a product with an RRP of £389.00 and a 10 year guarantee we bought with confidence that this would be a sturdy product to finish the suite. I couldn't be more wrong. The unit was professionally installed around 8 foot in height at the highest point and after opening the door 5 months after installation, the two screws and plugs completely ripped from the cabinet itself and swung downwards to the sink below taking a chunk out of the Burlington sink. The damage that this has caused to the sink below after narrowly missing by partners face is the main reason for me having to warn others of this product in particular. Upon inspection the doors are held onto the unit using two thin 10mm on each hinge, there are holes for an additional two supporting screws which were not put in place in the factory. If you have this unit, I advise that you reinforce these hinges with supporting screws yourself as after correspondence with the factory, they do not accept negligence and state that this unit is safe and ready to install straight away. To make matters worse, Burlington/Bathroom Brands accused me of pulling the door off the unit myself and causing this damage to my £4k+ brand new bathroom. Stating - "It seems that there was external force applied onto the door which resulted in the damage” This was the response from the company having shown them the damage by emailing detailed photos.

Having questioned the warranty further, I was told "the unit has been installed for 5 months and only now has come away from the unit." Which is quite astonishing considering that they have said 5 months and not 5 years. (10-year warranty remember).

After trying to come to resolution directly with Bathroom Brands, they sadly cannot understand that by this unit dismantling itself and cracking a solid sink, the potential risk this would be if it was to strike someone in the face or head.

To summarise
- Two thin 10mm in two hinges DO NOT safely support a mirrored door positioned 8 foot in the air
- Burlington WILL NOT honour product warranties and will insinuate that you are a liar and that you caused the damage yourself
- Potential risk of serious injury is NOT acknowledged by Burlington/Bathroom Brands.
- If you own product SM6015W, reinforce the hinges using the support holes in the hinge that were negligently missed by the Burlington Factory. Keep pets and children away until you have done so or replace unit entirely with a reputable brand.

Honestly, I am absolutely gutted that I have spent so much money with this company and am just waiting for the rest of the suite to fail.

DON’T MAKE THE SAME MISTAKE I DID – AVOID BURLINGTON AND ALL BATHROOM BRANDS PRODUCTS

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Absolutely shocking quality and even worse "aftersales" care. The epitome of style over substance, they look wonderful but the build quality is beyond a joke - 3 shower processors replaced within the 1st year of installation, 1 broken tap and 3 damaged cabinets! What they don't tell you is that your 10-year warranty gets reduced to 12-months if they replace something due to failure - which you'll need too, very often. Do yourself a favour and choose a different company for your bathroom fixtures and fittings. Shambolic excuse for a company.

I would advise prospective buyers to avoid buying anything from this company because it does not recognise the warranty on the products they sell. On the recommendation of the local bathroom shop owner, I purchased a BB high pressure shower system as it was a top of the range and I was advised it would giver years of trouble free service. Unfortunately, the cassette developed a fault from the start. I contacted the shop owner who arranged for a service engineer to attend the installation. He discovered a fault with the cassette and rectified it. I accepted the invitation from BB to extend the warranty beyond the standard 2 years but during the extended warranty period the cassette started to play up again. Bathroom Brands Customer Service department was not interested in my complaint and offered every excuse under the sun to avoid sending an engineer to investigate. Eventually, they agreed to send an engineer provided I paid £150 upfront with no guarantee the cassette would be fixed. The T&C's I had to sign prior to BB agreeing to send a service engineer are ambiguous and parts of it were incomprehensible. At no time was the BB Customer Service department interested in providing help or assistance or alternative solutions to the problem. I am now left with a useless shower system and BB could not care less. The BB Customer Service department are useless.

Great customer service
I experienced some problems with fixtures for my bathroom ordered through a local showroom. Received excellent customer service from Dan, who couldn't have been more helpful. Thanks Dan.

It is a shame that I have had to give 1 star, I am absolutely appalled at the level of customer service received from this company.
Our bathroom is less than 3 years old, I reported an issue on the sink unit back in November and the matter has been going back and forth since then.
All our bathroom was replaced with Britton units, sink, bath, taps etc all with 10 years warranty, this warranty still showing on some retailers sites when it cant possibly be given as the unit was discontinued the year we bought it.
We are accused of causing water ingress on the unit draw but it can clearly be seen upon inspection that the paint lacquering is not as sufficient as the other items bought so yes it could be water ingress but not caused by us but a manufacturing issue or design fault.
Having asked to have said unit replaced and even giving detail of which retailers still have it for sale which would have resolved the issue I have been ignored.
Why if discontinued some stock isn't held back in case of any warrant-able items need returning amongst other questions none of these were replied, an offer was made to refund 50% of the purchase of the unit, this wont stretch far when the wall unit, toilet unit and sink unit are all the same colour and would need changing!
I now need to research how to get trading standard, consumer rights or the ombudsman involved.

I purchased all of my bathroom fittings for two bathrooms in October 2021, which included taps, shower screens, shower valves. Basically everything except the toilets and vanity units. I selected the brand Crosswater due to the quality and the 10-15 year guarantees offered. The bathrooms were originally scheduled to be fitted in November but due to COVID outbreaks and isolations the dates had to be moved several times which resulted in the fitting not being started until February this year. The boxes have been stored, unopened since October as the retailer was unable to store on our behalf. Each boxed item contains a guarantee card which you need to register. However you are unaware of these guarantees until you opene the boxes for fitting. The final bathroom has just been completed so I have attempted to register all the guarantees. One of the fields to be populated is the purchase date. I was unable to select Oct 2021 so called Crosswater to be advised that all guarantees have to be registered within 60 days of purchase and so now all the items I have purchased are not guaranteed. I am so disappointed with this approach.
I was unaware the guarantees existed until the boxes were opened. They were not opened until fitting commenced, which was 4 mths after original schedule which was a result of occurrences outside our control. This has really put me off recommending Crosswater or purchasing their items again. The customer service representative was sympathetic but advised there was no one this issue could be escalated to. Crosswater had made no provision for delays occurring because of COVID. As a consumer and previous advocate of Crosswater and their advertised guarantees I feel really disappointed and let down by this approach.

Excellent service and very quick reply to solve a problem I had, done & dusted in an hour, highly recommended, thanks Kirsty....

I replaced our wooden Burlington toilet which dissolved itself in some areas after only 4 months of almost no usage. I can see here On Trustpilot that I am not the only one. I equally got a very offensive customer service response where I was told it my fault assuming I have bleached it although I clearly have not. The Burlington seat costs a fortune and should not be in the state I find it after just 4 months. The customer services just a disgrace! Very frustrating to say the least. I agree with previous comments to strictly avoid Burlington going forward. The warranty is not worth anything!

Excellent customer service.
Quick and prompt assistance regarding a spare part for a Burlington tap. Received witching 48hrs.

Much appreciated guys x

This company is a joke. They supply defective products and fail to replace them or investigate complaints properly. They supposedly have a 10 year warranty cover - do not believe it -it isn't worth the paper it is written on. They should be investigated for fraud. They operate under the Clearwater brand. DO NOT TOUCH

Wooden Burlington toilet seat in awful state after 18 months use, this being a replacement for the original which ended up as bad. Shockingly bad customer service response where I was told it was bleach causing the problems - it is not, I have explained to them I’ve never used bleach on the seat nor in the bowl. They have no interest in putting the problem right or addressing the fact their seats are cheap veneer that are not fit for purpose. Avoid.

Cannot recommend them enough, they even sorted a problem not of their making...
Brilliant after sales!

Fabulous, attentive, responsive customer service. There was a small faulty component in a product I'd ordered from another supplier, and Customer Service was on the case immediately. I had the new part delivered (free of charge) within days.

And the products themselves (Burlington Arcade taps, showers and traps) could not be better! Will use Bathroom Brands again. Highly recommended. And thank you, Kirsty, in particular!

Spent over 5k for Burlington bathroom with this company. Got delivered broken units, 2 x faulty marble sinks and now I'm still stuck with a toilet that I can't use because of wrong parts, they say they have sent them then say they are going to send them but they never arrive. Been over a month I'm demanding my money back, next stop trading standards. Beware of this joke company!!

Very dissapointed with the service, they said they would not cover breakage of handle on toilet ( said it came under wear and tear ) and when ordered new parts had to wait a week for delivery when they said it would be two days, all this time without a proper flushing toilet. I will never use this company again