Bathstore Reviews 20,369

Terrible customer service. Bought a toilet seat, did not see the fault until it was fixed onto the toilet. Refund refused because we didn’t report the faulty item within 7 days! I explained the reason why we couldn’t check the parcel within 7 days. No help. Appalling treatment.

terrible company to deal with we did not realise that parts were missing from the box and they will not refund or send the parts out. They treat simple householders appallingly
our loss is in the hundreds NEVER AGAIN

I have been waiting nearly a month for Bathstore to reufund me for products that were returned in December. This is following a series of Bathstore errors that delayed my project by weeks. I have had too many issues to list.

I was in the Reading bathstore, February and I was buying a bath and shower. They had a half an hour parking, I asked the manager about parking and they said it was fine Because I was buying clearance bath and shower. I bought it from there store but after one week. I got a parking ticket of £60 I went back to the shop but the shop was closed down then I contacted their customer service so they told me they can't do anything so appealed to the ticket office but they didn't say anything, so I tried to contact the bathstore again and I explained to them that it took a while to take the bath out and the manager gave me his word about the parking. Now I have to pay £140 just because I bought a bath and shower. They do not respect a customer and the staff there said that it was their business policy. Which means they make profit, so at the end of the day ,do not go to the bathstore and if you do ,remember the parking is only 30 minutes for customers and you will have to pay a fine. Even if you McDonalds you at least get 30-45 minutes. how are you supposed to take a bath and shower out within 30minutes.

Bathroom tap was leaking, called and was told that as I'd bought the bathroom pre-administration the new Bathstore (now part of Homebase group) wouldn't honor the guarantee. Instead they sent the specs and detailed repair instructions for my tap. They also provided links to websites where parts were sold. Fixed it myself and got the part for £12. All in all very good.

Don't often write reviews, but my husband and I wanted to share the fantastic service we received from Clare and her colleague (apologies, didn't catch his name!) in the Clifton (Bristol) store this afternoon.

Firstly the store is very covid aware, with appropriate sanitiser, 1 way system in place etc.

It was clear the staff were busy with back to back virtual appointments, but we waited as wanted to buy some items there and then. As soon as Clare was free she was fabulous, as was her colleague once he'd finished his call.

We are just going through the quotes now, which Clare turned around in record time, and hope to make a large order soon.

Thank you both, a real asset to the bathstore brand.

Really poor service.

I ordered a bathroom in store which was fine. Although an initial consultation in a different store went less well when the designer just chucked in things I didn't really want or ask for, costing more and creating a poor design which wasn't fit for purpose.

When it arrived the delivery driver said there was an item missing (which was the shower enclosure). I called customer service and a staff member checked stock and there were apparently loads in stock, so it seems it was not loaded due to carelessness, but at this point I thought these things happen and gave the benefit of the doubt.

Eventually I decided to buy the enclosure elsewhere and realising I needed a deeper shower tray I decided to return this too, so I would buy both pieces from a diy store together. A collection was set up; it was too late to stop the shower enclosure coming so I just had to reject the delivery. This was all set up for a Tuesday in October. The delivery was rejected and the collection never came. I rescheduled for Thursday. On Wednesday a delivery driver turned up to collect (turns out this was the one supposed to be on Tuesday but was booked incorrectly by staff), I told him I wasn't there and it was incorrectly booked. Thursday came an it was finally collected.

It's worth mentioning also, that the returns policy attached to the order is very unclear. The wording is terrible and when I read it I thought I was going to be charged huge amounts for the return which luckily for small items is not the case, but for larger items you will lose money so be wary.

I called customer service many times to chase up the refund, no one ever had any idea what the status of the items was. I said they were returned weeks ago, 22 October. I finally was assured I would get a refund, but they sent me a cheque in the post, which I find unacceptable when I had paid on card at the point of sale. They were expecting me to cash a cheque which could take days (or even weeks due to the early closing times due to the pandemic), plus the days for it to clear, made worse by the fact that I'd already waited weeks for it to be issued; i was never told I would receive it in the form of a cheque. I do not think it should be the customers responbility to make the effort to obtain a refund when the error was that of the seller.

To make matters worse it was for the amount of only one part not both and so was missing a portion to be refunded and had the WRONG name on it so I couldn't cash it anyway. All the names had in common is that they shared three similar letters. They had my order with my details, there was absolutely no excuse for getting this so wrong.

I rang again and chased multiple times over weeks. Eventually they put both parts of the refund together and said they would do a BACs transfer (why not do that in the first place!?), but they're only processed on a Monday and it might take until Saturday to clear so I waited another week and a half with no hope that I'd actually get it. I did get it on the Saturday.

So for a return I did on 22nd October and and item I never received in the first place, it took until 11th December to finally get a refund due to a series of mistakes made by bath store and a lack of care.

I wrote two formal complaint letters which were never addressed and I never received a response. I got a refund which took nearly 2 months even though the error was by Bath Store and no apology, no excuses as to why, no explanation, nothing. And if I'm being honest I avoided B&Q because there's always problems with deliveries, but in all honestly I think there is absolutely no difference in service or quality and bathstore are possibly a bit more expensive.

Would not EVER purchase from bath store again. There are some friendly staff, but overall the attitude towards the issues were flippant and the processes in place for dealing with them are just incredibly poor.

I've bought Bathstore equipment before and as well as being stylish the quality was always good. My shower room has been fitted now for ten years and still looks great. I recently ordered a bathroom suite which arrived but the delivery man must have been a little careless as the bath panel was cracked. I didn't notice this for about 4 months as my client was elderly and after a hospital visit and shielding we finally managed to get it fitted. As I hadn't checked the panel I didn't realise until going to fit it that it was damaged. By now we were well over the month limit to return damaged items but Bathstore upheld their returns policy for us given the circumstances. This, I would say, is an absolutely excellent level of service and gladly appreciated. I really didn't want to tell my client that she would need to stump up more cash for her bathroom and we can now get it finished for Christmas. Quality equipment and quality service. Well done Bathstore.

We ordered bathroom furniture from the Edinburgh Store. John Cromb could not have been more helpful and understanding. Nothing was too much trouble in providing us with our perfect bathroom. Delivery was fast too.

I have had the best experience and most cost effective bathroom solution I have ever had with a planning company at Bathstore in Saltney, Chester. Laura specifically was my advisor and found me a solution that was at least £800 cheaper than my other quote from elsewhere. She and Lauren are both highly skilled and customer focussed. Thanks Bathstore I’ll be back if I need anything else ever!

Bath turned up with a crack in it. Plumber unable to continue work until bath is replaced. Leaving us with no washing facilities. Both of us are Keyworkers & need access to washing facilities.
4 calls to bathstore eventually managed to get them to agree to get a 24-48 hour DHL delivery.... to get a text from DHL only avaliable slot 18th December?!?!? Bathstore didn't follow through with what they promised to do. Plumber is booked up until January which means we are unable to wash until 2021. Thanks Bathstore and also DHL for such bad delivery service!!

We ordered a whole new Bathroom for an ensuite on the 7th of October, with an expected delivery time of 3 weeks. This elapsed with zero communication from the Bath Store.
After complaining we were told that they had contacted us via text to arrange delivery - but we had no evidence of this.
After a number of further complaints we finally received our items on the 25th of November - but only to find the toilet missing.

Contacting them by phone is nigh impossible and is a costly phone line.

Everyone understand that Covid slows things down, but were nearly 2 months on from our order and we still cant finish the bathroom. It's utterly unacceptable.

DO NOT USE THE BATHSTORE

Order Number: #5700034215

Bathroom was delivered late, installer never showed and the branch behaved shockingly about it. Complete disgrace. If I could score 0, I would.

Ordered a bathroom for my elderly parents. Thirteen deliveries and still not correct. The staff in the store are friendly and polite, but the actual service is shocking. Installation has had to be cancelled twice, now going ahead and the basin is damaged, no one will take our call or help. VERY POOR

Very disappointing service. I have bought from Bathstore in the past with no problems but not the same experience this time. Placed an order for a vanity unit and basin. Order confirmation email said I would be contacted by DHL within 48 hours to arrange delivery. No contact from DHL so rang Bathstore. Agent told me he couldn't access the system at that time to check so he would contact them. A few minutes later, I got an email from Bathstore to say the agent had managed to get into the system and had booked delivery for 20th Nov. This day came and went with no delivery. I contacted Bathstore again and spoke to another agent who assured me the goods were out for delivery. Nothing.
Today I have called twice (on hold for 20 minutes both times), got through to an agent, given them my order number then been cut off!! Appalling service. I have now asked (via email) for my order to be cancelled and a full refund made. Whether that happens is another matter! Won't be using again.

5 years ago we had a completely new bathroom refit. Everything arrived, the fitter was fine and helpful. Bathstore went into receivership and out guarantees were not valid. The wall hanging cupboard has slowly come away from the wall and at one point I had to prop it up with bricks. The shower mixer bar is of very poor quantity in the flow handle failed, and now the thermostat too.
There were other minor problems, the mirror backing is pealing off. Customer service were of little help, the fitter said he had not been paid by Bathstore. Bathstore said the problem was the fitter.
I would avoid Bathstore.

I purchased a shower screen, item delivered was incorrect, I also refused delivery of a toilet which I am yet to receive a refund for, I have spent two days now trying to resolve, after holding for at least 45 minutes per call, and speaking with two customer service representative who both promised to resolve and call me back no call received.

I don't leave many reviews but credit where it is due....I had a problem with a purchase made earlier in the year and needed a replacement. Suzanne in customer services, took my problem on board, solved it easily and effectively. Bathstore need more Suzanne's!! Many thanks

I recently went into Bathstore Newbury and Kevin the manager was amazing - I needed a spare pop up plug for a bath I had purchased 5 years earlier and was really stressed since we are renting out our house and I had new tenants moving in the next week. Kevin was so helpful and found me a replacement plug - it saved the day!!

Harlow branch - staff member named = Jonas

Went above and beyond to help me out can't fault anything.