Cass Brothers Reviews 14

Amazing and experienced staff assistance! Thank you staff member Emily for your amazing customer service and going above and beyond in helping me with my various bathroom solutions! Products at this store are great but the assistance gives this place the edge!!

Hard work, never again. Customer service is down the toilet. So many emails & phone calls after placing an internet order & waiting close to a month for my order of 3 items in Nov 2025. Turns out they can’t supply 1 of the items. I only found this out by phoning the company. No replies to my emails asking when my order would be posted. Phoned Cass Brothers at least 6 times, chasing this order, asked them to post the 2 items in stock & refund the 3rd. Then nothing happened. No follow up. More calls. Finally got them to post the 2 items in stock. Achieving that took 3 calls speaking with a different person each time. Then I was told that the 2 items were being sent over to the Waverley store of which I am hundreds of kms from & never requested. My order was for the items to be sent to my home address. Have received the 2 items in stock a month after ordering so their postage timeframes can’t be believed. Total shambles. Never again. In the middle of a bathroom renovation & I need these items. Zero care from this business.

Ghosted when in need and lied to all the way, the bath we purchased ultimately did not fit due to changes needed to our plumbing configuration. We asked if we could return it and purchased another to be swapped on delivery if the 2nd. Thry agreed. But... They did not take the original and refused to accept it even after agreeing we could return it ourselves at a cost of $150 to get it there only to have to pay $150 to bring it straight back or it be left on the street.

We are now staring down a min $900 loss and trying to sell it on the 2nd hand market. Never again.

The product came with broken Heat Lamp so I took a photo send it to them and got replacement in couple of days. I think its great customer service.

Ordered a product, told me it would be dispatched in 5-7 days. 14 days later, no product, no response to emails, in fact a bounce back on one, and no response to online chat. Asked for refund and got no response.

Appreciate staff explaining the different options and price matching another store.

Great showroom in Petersham with a decent range. I recommend Naz in the showroom he was very knowledgeable and had helpful suggestions on product options.

I ordered a shower head. It was confirmed in stock. However after almost two weeks it hasn’t even been dispatched. Nor is there any reply to my email.

Very poor service.

Best price & good service. Thanks 🙏

What an awsome service, Thank you Alex for making it so easy. I would recommend Cass Brothers

Ordered a heated towel rail on Wednesday and it arrived Friday (in Port Macquarie). Cannot fault that kind of turn around time on an order and the heated towel rail seems to be really, really good. Paid 4249,00 for it.

Ordered via Internet my Bathroom Taps and Shower set,
Internet I found easy to use. Well designed.
Mark rescued me when extra parts were needed to install tap, brought my budget over what I could afford.
without his expertise I would of been in a right pickle.
Thank you Cass Brothers for your knowledgeable staff,

Went in as they were closing on New Years Eve for a replacement Grohe Dal toilet flush mechanism (took in the faulty one) - a slightly complex plastic thing. It's expensive they said, and then told us $499. We expressed surprise, but the person said no, that's the price. Two of us heard the same thing, so we were not just mishearing..

Looked them up on the web and the same Grohe mechanism is widely available on the web at $99 (plumbing spares company in Sydney), and similar prices mail order eg. in the UK.

We've bought stuff from Cass Brothers before and like the shop, but watch out, there may be a bad egg in the spares department ...

Great experience with Cass, knowledgeable staff, very smooth process with ordering and delivery. Great range of product from every day to high end.