Bespoke Bathing 

We didn't have to wait too long from ordering to job start (just over 9 weeks so about what we expected). I've waited a few days before leaving the review because I wanted to give considered opinion. Overall, it's an attractive and practical wetroom that has been fitted well.

There were a few things which made it a bit more stressful than it should have been and one thing which has left us not quite as happy as we would have liked to be (which could have been avoided with more info at time of ordering).

The stress was caused mainly by wrong items being delivered. One of these was the flooring. Thankfully I noticed before it was fitted. The one we ordered had apparently been discontinued and the one which was sent was completely different. They sorted it out quickly once notified and we managed to get a flooring not too different from the one we ordered originally. The wall panels were from different batches and would have been a bit mismatched, but luckily Warren, the fitter, noticed this and got it sorted. The wrong type of toilet cistern was sent (the wrong type was ordered by the salesman on the original form). Again, the correct one was sent promptly. The other wrong more minor items were also replaced quickly before being fitted so fine in the end, but it does make you worry and gives a bad impression when things are wrong at that stage. Never just sign the delivery note without checking the items!

A bit of a bugbear is that we weren't aware how much further forwards the loo would be than the old one. This is because of the way loos are made now compared to our very old one, but I would have appreciated having this made clear from the start because it makes it harder to reach down past it for loo brush, spare loo rolls, etc, not to mention it looking rather strange where it is. The fitters fitted it as far back as they possibly could - it's something we should have had explained better at time of ordering so we could think of alternative options for the toilet. Not particularly happy with the customer service response when I raised this as an issue.

Also re the toilet, the toilet seat, despite being apparently the one that comes with the toilet, was narrower than the toilet bowl and uncomfy/impractical. They did kindly send us a different one which doesn't fit perfectly but is more comfy. I presume the toilet is the standard higher-seat-level toilet that the company uses so it's a shame that they've chosen one which has such a small seat compared to the toilet bowl size.

The basin isn't quite how it was described to us (we were expecting a bit of cupboard-top each side but it's all basin on top of the cupboard). Not a major issue, but we'd have got a mirror with a little shelf instead of a flat one had we known. Maybe we should have been shown pictures of the actual items at time of ordering and been left with pictures to refer to for planning accessories etc.

It took a week for the shower seat to arrive after fitting had finished (original plan of wall-mounted seat had to be changed to free-standing due to wall construction), but payment was being chased while we were still waiting for the seat. It's a small thing but when we had paid 90% before any work had started or goods been received, I feel it's a bit much to be chasing the last 10% before they have entirely fulfilled their commitment.

The finished bathroom itself does look lovely (if you ignore the position of the toilet). It is great to have a roomy, accessible shower and it all looks much more modern now.

Warren and Richard (the fitters) did a great job and were good-natured and dealt with all the returns etc efficiently, as well as dealing with the idiosyncrasies of the bathroom to get the best finish. They clearly know their stuff.

Loving being able to shower in safety!

We signed up for a walk-in shower upgrade and were told the work would take two to three days to complete. To cut to the chase, it took twelve weeks from start to finish.
We were told that we would be charged in three instalments with the final payment due on completion. The final payment was taken with what should have been the interim amount - well before the work was completed.
Parts were delivered over the twelve week period and one wall panel was damaged and the shower screen was the wrong size.
There was extremely poor communication and emails and telephone messages went unanswered despite promises to the contrary.
The installer was, however, excellent and the only upside to this tale of utter incompetence from the company. He spent (literally) hours sitting in our home waiting for parts to be delivered and shared our misery and frustration at the delay.
My wife and I are in our eighties and this experience has been extremely traumatic. We would advise any potential customers who value their sanity to look elsewhere.
Further to the company's response to my review, it was I who rang them regarding the premature final payment and they only offered to put me in touch with their accounts department. I have the conversation recorded. Whatever their version, it does not detract from the overall appalling service.

I can only praise the ‘Welsh Boys’. Warren & his work wife Richard were amazing and very entertaining. Our new wet room is magnificent and would recommend the company for the quality of the work & products were first class. However the company’s customer service and the scheduling of the job was appalling and needs to be more efficient. I was doing the majority of chasing for updates and due to unforeseen circumstances the job was delayed by a couple of months. But on the whole would still recommend. Thanks (Diolch )boys for job well done.

The work on my walk-in shower installation was carried out in a professional and respectful manner by the fitter, Joe. I'm very pleased with the final result, and also with the prompt follow-up visit to correct a small problem. The latter made me add an extra star, as I had intended to give only 3 stars. The reason for this is the long wait I experienced, having placed my order with deposit in mid-October 2022. I had to wait 4 months until February 2023 for the work to be done, and I found customer services did not return my repeated calls for information. However, once the work was started they did call frequently to check on progress. I would recommend the company for the quality of the finished product, but they need to improve on their customer service efficiency.

I placed my order in September, heard nothing until January when I contacted them and the bath was finally installed in February. Abysmal Customer service. However, Warren and Richard, the fitters were brilliant and made a wonderful job, tidying up so well afterwards that you wouldn't know that they had been. I can't praise them enough. Well done lads.

The guys who installed our wet room were excellent, got on with the job, no fuss or problems and even helped out with a few changes in respect of my wife’s disability. Couldn’t fault them.
As for customer service, it was abysmal! The surveyor came in September 2022 and told us it would take 6 to 8 weeks for the installation. Had to call the company in early January 2023 and ask what was happening. I was given a date for installation on the 9th January, nobody arrived on that date and nothing from customer services, no phone call, text, email or letter telling us what is going on. Rang the company again and was told they would be there on the 30th January. On the morning of the 30th of January I received a call from the company stating that there had been a bereavement problem with the fitters and that someone would be there the following week.
So from 6 to 8 weeks turned out to be 5 months and only one phone call from the company in that time, not very customer focused. Would just like to finish with saying if the customer service was as good as the fitters who did the installation I wouldn’t have had a problem!

Had a walk in shower installed by warrant &Richard and what a fantastic job they have done I would recommend them both as they were on time got the job done in the time frame excellent service very very happy with my new shower
Many thanks Pearl.

WOOPS. Tim arrived first thing today and fixed things with no problems. I now have a nice warm bum!!!
Now if this has happened all lose weeks ago non of this need to have happened.
come on Bespoke, pull your finger out,now you know it can be done . a ship spoilt for a hapoth of tar!!!

This is my 3rd attempt at an honest review because they have blackmailed us multiple times, and said that if I didn't take the review down, they wouldn't complete the job.
After reading other reviews on here, we're not alone.

I can't stress enough how horrendous this company has been, and they are now threatening us with court.

Our first fitter was awful, barely turned up and did a cowboy job (building a fake unwanted wall/leaking sink etc) and he claimed that bespoke weren't paying him so we walked out. No one from bespoke bathing came to check the sate of the bathroom, and my disabled elderly mother couldn't use any of the facilities unaided for a month, which is completely unacceptable. But obviously the company don't care about their clients.

The second fitter also claimed that bespoke weren't paying him, and we had further delays waiting for the office to order the materials he needed. (how incompetent they were!)

It's a shame I can't upload images here to prove my point, but they will be on my google review.

There are scuff marks and chips on most of our appliances, and they don't paint doors?! I sent these imagines to the office and manager, but alas never got a response.

When emailing them, they take days to respond and at the end I emailed Tim the "manager" to discuss the final payment and obvious compensation needed. Unsurprisingly he never replied.

I have passed our case onto Trading Standards who were horrified by everything, and I've also gone to the media.

Please take my advise and avoid them at all costs.

We are at 7 months and nothing has happened. In November I put a review on the site and Bespoke Bathings response was to make my account ‘red’ which means we’re frozen until they can discuss it at a manager meeting, which as far as I know never happened, as no one called to reconcile our relationship. Today I asked for a full refund to which they declined to do. Apparently. Manager will now call me, and after this maybe it will really happen, but I see court in our future Quite frankly they are holding our bathroom remodel hostage with their games and need to just return our money. My best advice I can give is to never use them. They don’t understand what customer service is and will just ignore you for as long as possible. I have spoken to people in the remodel business and none of them have ever heard anything good about this company. I’m sure my contract will continue to be ‘red’ just because I spoke the truth with out exaggerating. I’m saying that due to the fact that they will take this to their solicitor just as they told me they would do with my first review.
27/01/23
Haven’t heard anything from the operations Manager since we spoke in the 10th.
4/2 and still haven’t been contacted or had anything arranged. I think their plan is just to ignore you as much as possible as either they don’t have people to do the work or they hope you just cancel your order so they can keep your money.

Following our previous one star reviews, we have at last had great service in response to our complaints. The Ops Manager, Tim, took personal responsibility and came out to fit our new pump, promised a refund and was very helpful.

I would have awarded 5 stars to reflect the excellent fitters – Warren and Richard, the Welsh Wizards.
Unfortunately, some of the features I’d been sold and which had been checked by two surveyors proved not to be viable and it was necessary to modify the plans. I was also irritated when the accounts department pre-authorised the final payment when I gave them details to cover the delivery of the materials. That could have tied up funds that I might have had committed elsewhere.
The end result is excellent. Warren and Richard were really helpful and did a great job. The shower room is a joy to use.

A post fit sorted out by Tim. A towel radiator that wouldn't work. Turned out to be a manufacture fault. Not enough fluid causing an airlock. Resulting in the heating element to overheat and blow. Topped up and now toasty. Joe and Tim are top fitters.

Bespoke Bathing fitted my bathrooms for myself and my daughter. We were very pleased with communication with the girls from the office and with the installation,we would definitely recommend.

My parents had there bathroom totally refitted and everything new installed.
The lady in accounts kept me updated on everything communication was brilliant ,nothing was to much trouble, always polite and frendly.
The gentelman who installed my parents bathroom was excellent he did a fantastic job , always on time,polite,tidyed up after everyday.
He also explained everything to my parents to keep them updated on his work.
The bathroom looks amazing and we have had no problems what so ever thankyou for an excellant service.

The Gentleman that installed our shower was very polite and friendly and got the job done in no time. Customer service was good, overall I am happy with the the whole process and the job

My grandad had a wet room installed last month and he is now bathing with a lot more comfort. The office really helped keep us updated with any changes on the run up to the bathroom the bathroom installer was lovely and has done a fantastic job. Highly recommend

The iconic welsh wizard has performed miracles with our bathroom, he and his mate Richard are a credit to your company.

Had my bathroom done with bespoke, my new walk in shower is lovely. Really pleased thank you!

Really helpful and fast service, well worth the wait