BathroomsByDesign Reviews 196

Let me start by saying: Terry was exceptional and we have called/emailed/met him multiple times to build our 2 bathrooms based on our taste. The company is truly design led. There are smaller things like you need smaller cistern since window will obstruct or giving advice on colours/patterns, terry thought it all and helped us out. Prices are competitive and they keep good variety of brands.

I love Fulham show room staff . Terry and Imogen they are really helpful, they help me to design my bathroom, delivery was easy and smooth , changing things they were helpful, I m given 5 star for staff not they product the product I bought not good quality sorry

Purchased a bathroom from them, they attract new customers with free design which is good really, and they have a good selection of different brands.

Actual implementation though was not good, and customer service was terrible. They ordered items for me that were not in stock between 4 weeks and 4 months, and I had to source one of them elsewhere in the end as customer service did not reply and wasn’t ready to discuss over the phone.

One piece had to be refunded, which took nearly a month.

All in, this bad experience made me purchase my second bathroom elsewhere. Would not recommend for customer service

Sara Reyes-Espinoza from Bathrooms by Design is the best bathroom designer or designer full stop I've ever come across in twenty years of designing houses. Sara knows bathrooms inside out and has impeccable taste and can design you the best bathroom. I'd never use another bathroom designer again and I'm looking forward to the next time I have a bathroom to design just so I can work with Sara again.

Very poor customer service. I booked a design appointment which was cancelled at very short notice. I then tried to book an online design appointment which was made and cancelled within a few hours, I’m still waiting for a reply to my last email which was a month ago. Given up now and have gone with another company. Very disappointed!

Initially they were not able to answer my item query over the phone and didn't call me back. However I pursued as I was after the item (a toilet) and they had it at a good price.
Purchased the item, it arrived much quicker than expected and have since had very good customer service from Imogen who changed one part as it had a mark on it. I've not used their design service but I would be happy to use this company again.

Nicky went above and beyond! We had been to several different bathroom showrooms in the past 6 months and BathroomByDesign came up with the best design and layout thanks to Nicky’s initiative!

From start to finish our experience has been great, the turnaround and delivery was quick and on time as promised. And although one of the items were unfortunately damaged in transit, BBD were quick to act and sent a replacement in time for the builders to finish their work with no delay.

Honestly cannot recommend this company enough and a special thanks to Nicky for the great design work and excellent service!

I will definitely be using you again.

We have worked with Stuart in Richmond on a number of occasions and always been very happy with the service provided by him. He is a pleasure to speak to, nothing is too much to ask. He is knowledgable, honest, professional and holds good values. Thank you Stuart and the team

The experience from the start has been superb. The design team really brought our ideas to life and their knowledge helped us to achieve the perfect bathroom. I would 100% recommend Bathroom by designs to anyone who wants a top spec bathroom without any hassle.

I have been really impressed with the service offered by Bathrooms by design. The designer spent hours with me making sure I was totally happy with the design. He was hugely patient, talking me through all options for each decision and was frequently able to show me examples in the showroom. It was then incredibly helpful to immediately see what it was all going to look like with the 3D technology and to have the designs on the app to take away with me. Delivery was very simple to organise and I am delighted that a project of recreating two new bathrooms has gone so smoothly.

I visited BathroomsByDesign as we wanted to update our main bathroom as well as en-suites. The experience was very smooth and easy. We had to make a few adjustments here and there but the team was very happy to help especially a lovely lady called Nicky. Would highly recommend them to family and friends!

BBD are one of the worst companies I've ever dealt with. They made our project an ABSOLUTE NIGHTMARE. Had I known in advance how bad they are I would never have used them. BE WARNED
(1) they don't provide a complete service,
(2) they have to be chased for everything,
(3) their designs are appalling & inaccurate eg bath too short,
(4) their designs are late,
(5) items ordered different to those wanted but BBD lists are too overcomplicated to check properly and easily
(6) they FAIL to co-ordinate deliveries,
(7) they break delivery date promises
(8) they don't ensure parts marry up,
(9) they don’t check the materials supplied
(10) they repeatedly deliver the wrong parts
(11) they over-supply some materials but also
(12) miss out crucial items eg a WC,
(13) they FAIL to refund you when they promise to
(14) you have to threaten sue them to get all your money back and they do not tell you if they make a partial refund
(15) their no quibble policy is effectively meaningless
(16) they don’t automatically refund items that they had specified but which were wrong
(17) getting through on the phone is very difficult,
(18) getting prompt email replies is next to impossible
(19) you have to go in to get anywhere
(20) they strongly recommend a cowboy builder who they claim is very good and reliable (!), and then try to distance themselves by claiming it was only a mere introduction rather than strong recommendation.
(21) they provide incredibly confusing quotes,
(22) they invoice AFTER you have already paid them and
(23) they don’t give you receipted invoices to confirm you've paid.
Don't even touch them with a sterilised 10-foot barge pole!
Date of experience: 15 May 2024

I visited Bathrooms By Design (Brentford) as our 30 year old bathroom was in serious need of a major re fit. I was pleasantly surprised with the range of designs on show. Usually it’s a range of suppliers that one needs to visit for the furniture, tiles and electrics etc, but not so with Bathrooms By Design, it’s a one stop shop, with all your needs under one roof, all very convenient. In the showroom Nicky (designer) listened to our requirements and designed a 3D virtual tour so we could visualise the finished article from all angles and explore the possible options. That was so useful, thanks Nicky. It certainly helped in speeding up our decision making process, thus avoiding time consuming umming and arring. We went ahead with installation and were so pleased we chose Bathrooms By Design as the quality and detail of all the work, from the tiling, flooring, plumbing and electrics was exemplary, and we’re not easy to please, let it be said! From a thorough on site survey (by Florin) to every aspect of the installation it was faultless! We are so happy with our new bathroom and highly recommend Bathroom By Design and the installation team.
Gra.C

Fantastic service and quality of products. I can’t speak highly enough of the BathroomsByDesign team. My wife and I visited Jacob in store in Richmond who was immensely helpful with designing our perfect bathroom and the team at Brentford were even more helpful when collecting our new bathroom furniture. Thank you!

We liked the experience of getting a bathroom designed where you could visualise as best as possible what the end product will look like. Our particular design/sales person Chris at the Richmond branch was very helpful and his advise was very much appreciated. The other aspect is that they are open seven days a week also helps. Although Chris did make a mistake in our order and put us under stress with our installers, the matter was quickly rectified.
When you are having a complete bathroom refitted, you are bound to get issues arising and this is where the BathroomsByDesign aftersales team really came to the fore, Zarina was extremely receptive, friendly, resourceful and helped to resolve any issues as soon as possible. I have to mention Imogen and Dave of the team very excellent as well.

Haven't yet had delivery of goods but design portion with Ben from Fulham showroom has been really helpful. The fact they are open both days on the weekend also very convenient for visits. Thanks!

Always a wonderful experience with BBD, recently worked with Nina on a project for a client of mine. Loved the augmented reality aspect and attention to details!

We dealt with the Brentford branch. The design process was good, but as soon as we placed our order things started to go downhill.

Our order was delivered in dribs and drabs over several months. It was never clear what had been delivered and what hadn't and the onus was on us to try to work this out each time and continue to chase missing items. The wrong item would be delivered and had to be sent back. Several items arrived with missing parts. I spent hours on the phone over the course of months, with our order placed in July and only fully closed off in November.

The worst part however was the fact that the company erroneously accused our builder of stealing. They charged us for two shower trays when we needed only one. Our builder only collected one of these, leaving the other at the warehouse as he realised the error. The company then proceeded to deny for weeks that they still had the second tray, accusing our builder of stealing it and worse saying they had CCTV evidence. After extensive debate, they eventually backpedaled and admitted they still had the second tray after all and the accusation was unfounded. There was no real apology.

To cap it off, this meant the incorrect 1400 shower tray was left sitting on our building site for several months (it needed to be swapped with the tray left at the warehouse). By the time BBD had finally admitted their mistake and agreed to swap the trays, it had been damaged. BBD refused to refund the item. Whilst I appreciate that under normal circumstances this item would not be suitable for return, this was after months of truly terrible service and if it weren't for their error we should never have been charged for it in the first place and it should never have ended up sitting on our live building site for months whilst BBD accused our builder of stealing and refused to pick it up!

I understand mistakes can happen and I have no issue with that. It's the lack of contrition and ultimate accountability that is most upsetting. Really disappointed.

We were really impressed with the virtual reality mock-up of our future bathrooms. It was extremely helpful to see. We had an issue with a faulty shower tray and we were frustrated with the lack of communication in resolving this, but the situation is now rectified thanks to Rupert the general manager.

Bought online and had a great experience from ordering all the way through to delivery. Friendly staff let me know the delivery details and I'm really happy with the AVA products received!