BetterBathrooms.com Reviews 45,627

Purchased a toilet set. And returned the following day in store at Huddersfield, expecting a timely refund. The company take weeks to check and restock the item. Then another month for a manager to approve the bank account for a refund. And then another 5 working days to process the refund. All this chasing with numerous phone calls. Still waiting. Very poor service! Absolute joke. Never buying from them again!

Arrived next day.
Good quality and excellent value

Great service great product superb A++++++++++

Good and very helpful customer service, very quick delivery too

Efficient delivery and communication. The only query was that some instructions did not match the products but we worked it out easily. When a cistern inside our combined toilet was unpacked we found it it was smashed in the box but a replacement arrived within a week. Great service.

Easy to order , fast delivery & arrived in perfect condition.
Lovely mirror , looks fabulous in my new bathroom, love the 3 choice of lighting too , one very happy customer. Thank you

Please be aware - I paid £50 for a specific delivery date, then multiple days later just get an email saying it won’t happen as scheduled but no further details. Get an email saying “today” but unable to track anything, then when I call up they say it’s delayed for 3 more days.

No care about what impact this has caused, no ownership of the problem and no attempt AT ALL to make amends for their mistake and terrible communication.

When companies outsource their delivery function then say “we have no control over the third party”, that’s absolutely no excuse.

Summary - if you absolutely need to have your goods delivered when specified, go somewhere else.

(Sales order: 56737637)

PS since writing this review, the situation got even worse - when my order did turn up it was missing part of it. I was told this item was "shipped directly from our supplier", but i received no email / text / call to explain this - i had to do all the calling around to find out where my items were. Terrible

I had an extremely disappointing experience with Buy It Direct / BetterBathrooms and would strongly advise others to proceed with caution!!
I ordered multiple bathroom items for a renovation project, and from the beginning the service was poor and disorganised.
One item (a mirror) was never delivered. Despite numerous emails and calls, I received only delays and vague updates. I was even told the item was already in Ireland, so I offered to collect it myself—despite having already paid for delivery. However, the company was so unprofessional that they could not even properly communicate with their own courier to confirm where the item was or whether collection was possible. In the end, I had to contact the delivery company myself and try to investigate the location of the mirror. Even then, I was unable to collect it because Buy It Direct never confirmed or authorised the collection. The issue was only resolved after I escalated it through my bank and initiated a chargeback.
The most serious issue was with a bath worth over £500. When we finally unpacked it for installation, it was heavily damaged with a large crack, making it completely unusable. At that point, I had a team ready to install it, and due to the condition of the product, I had no choice but to urgently source and purchase a replacement the very same day.
I reported the damage immediately upon discovery and provided clear photographic evidence. However, the company refused to take responsibility, hiding behind internal “reporting time” policies rather than addressing the fact that they had supplied a faulty product.
What I found particularly unacceptable was their so-called “gesture of goodwill” — offering a £25 voucher towards a replacement. For a bath costing over £500, this was frankly offensive and demonstrated a complete lack of understanding of the situation.
Customer service throughout was extremely poor. I found them unhelpful, dismissive, and extremely useless to deal with at every stage.
In the end, I was forced to take legal action to recover my money. Only after filing a court claim did the company agree to issue a full refund, including my costs.
This entire experience caused unnecessary stress, delays, and additional expense during what should have been a straightforward renovation process.
Based on my experience, I would never, ever recommend this company to anyone! Be prepared to escalate matters significantly if anything goes wrong.

We are absolutely disgusted. We ordered a customers bathroom through better bathrooms recommended by the customer. The day after, we were innondated with calls trying to get us to open a business account. Then, the customer at 09:30 at night, the customer gets an email letting her know the bathroom isnt being delivered on her promise date (tomorrow, 17/04/26), after her bathroom had already been removed!? A busy household with 4 children and bathroom promised by the weekend, Ready, tiled and prepped for the new bathroom! The order number for this is; 56729649. We will not be ordering again from you if this bathroom doesnt turn up tomorrow . It just isn't acceptable!

G&W BUILDING

Item arrived sooner than expected, well packaged and protected. exactly as described and better than I expected. Many thanks.

It’s not hard to see this is a branch of Appliances direct, it’s a shame the website lies and the customer service is terrible.

First delivery date was Wednesday, then the emailed me the night before to say it was Friday, then on Thursday they sent me a text message to say my delivery slot had expired and now it would be Monday (I had no messages, emails or communication about a delivery slot).

I asked them on Wednesday if it was definitely coming Friday, they said it was. I’ve wasted a day off work and took the old sink out ready. It’s a joke of a company.

Wish I would have stuck to one of the reliable companies I’ve used before.

After multiple phone calls and emails, someone finally agreed to push it through on a Saturday delivery. Guess what, it didn’t arrive, I rang them Saturday and they laughed and said it didn’t arrive to them in time. The representative from Better Bathroom/ Direct group told me it would come tomorrow, I’ve lost the will to live at this point. Nothing arrived Sunday as expected.

When it finally arrived the following Monday it was broken inside, I’ve had to glue in the drawer rails and spend hours repairing it. Something things I could not repair such like the broken fastening plastic clips for the drawers. Really not happy with this.

I emailed them immediately after delivery with pictures, no response!

Better bathrooms, what a joke! Ordered our bathroom (and paid for) on January the 29th for collection on 20th of March. Got to the 20th and no word so phoned them, this was a difficult process to say the least with communication been nearly impossible. Turns out hardly any of it was in stock and they had a rough idea of when it will be, this was up to 5 weeks! We had our fitter booked so had to cancel and find an alternative elsewhere. HOW can they take so much money from you with clearly no indication of fulfilling the order is beyond me, used bathroom mountain in the end, much better service.

From ordering online to delivery it qas smooth going. The compqny kept me up to date for delivery times. Delivery drivers were friendly and polite. This is the 2nd i had ordered bathroom stuff from them and i will again.
My 1st go to for my bathroom essentials and non essentials for that matter.

Absolutely appalling service. Company took our money for an item that is out of stock, it is extremely upsetting given they provided us with delivery date. We had to contact them day before just to confirm delivery date as builders are on stand by to install the item. Customer service only then advise that this item is out of stock and will take at least 48hours before we have an update on delivery. Apologies, but this is not good enough excuse. No communication, no explanation as to why people can order of of stock items. We left only with a frustration and stress of having to buy another item when pipes have been pre installed.

Sink delivered fine nice product. However there was no cap cover. It cost TWENTY POUNDS to contact the company to inform them. The agent kept us on hold for ages. Could have bought a replacement and been at least £16 better off.

To be honest, don’t bother looking elsewhere! Better Bathrooms is one of the best companies I’ve come across! The pricing and customer service is second to none. Just my honest opinion. Save yourself a lot of time and money.
Thanks guys with 5 stars!

Great delivery was on time and kept up to date

Ordered bath for delivery on 2nd April, it was delivered damaged. Customer service refused to replace until damaged one collected, collection arranged but no one came. So I called and was told had to wait for another collection arrangement , so I argued and they agreed to send replacement on 10th April and damaged one would be collected on 13th. Replacement due 10th April but didn’t arrive till 13th and driver knew nothing of collecting damaged one so couldn’t take it . 2nd one also arrived damaged so on the phone again to get another sent … replacement now received and 3rd time lucky but been told I now have to dispose of the damaged baths …. Despite being told they would be collected. So bathrooms got delayed by 2 weeks while I argued for replacements and now stuck with 2 baths in my lounge …. What a shambolic experience - avoid and use local trusted suppliers not this useless budget company

Edited to add. 3 weeks after this debacle, got a phone call saying they still need to collect the first damaged bath. That I was still to dispose of the second one myself but I had to return the first one. I told them they failed to collect it twice so now it’s on the skip under rubble and I’m not getting it out …. Can’t make this up!!!