Bespoke Bathing 

After several problems with my new shower room Bespoke have now sorted for me and I am extremely happy with the outcome, so I would recommend using them as the finished work is excellent quality.

After a very poor performance from this company in customer service, the unacceptable first initial installation and weeks of excuses and delays
Along came the Welsh wizards Warren and Richard, fantastic pair of guys kept informed all the way through as the work was now being rectified to a very high standard the wet room is now looking great, although still not complete due to items on back order from suppliers not a fault of the team or bespoke we have a fully working bathroom these guys get 10 stars A Silk Purse from A Sow's Ear. Shame you can't rate the high qaulity work and performance separately to customer service however after talking with Steve perhaps this will change for the better in due course.

Totally unacceptable delays, lack of schedule for the promised work resulting in an eventual doubling of predicted work time. Not told of rescheduling, dates given when told we should be away, almost no communication from them, nearly all emails not answered in any detail. We were told the manager could only phone on Fridays!! We now want our deposit back, and have taken advice. A huge deposit , we should not have agreed to using this company.

All we get is delay after delay even when we call to make sure everything is on schedule. We’re now having a 2nd delay due to our bathtub and construction should of started today. All in all we were told construction will start in 8 weeks. Now we’re working with a 23 week wait!!! We’re spending 14k, which is so much money for us, but obviously they could care less about us.

Initial consultation and quote good, although they do take a large deposit upfront which then leaves you tied into their contract and the hopeless customer care that comes next. I probably would have cancelled the order if it were not for this.

What should have been a 4-5 week wait for fitting turned into 14 weeks of missed appointments and stress. I was having a walk-in-shower fitted for my elderly parents who require support with something like this and so required me to take the day off work, get up in the early hours for a 2 hour drive to theirs and then be there to help.

On three separate occasions, the fitters failed to show even though I was assured they would be there. Annoying beyond belief, but made even worse as Bespoke Bathing did not even have the courtesy to call and let us know what was happening. I had to call them, listen to what is obviously a well-rehearsed set of excuses, and then struggle to get a new appointment date out of them. They had no regard for the efforts I was going to and had the attitude that a fitter might turn up, they might not.

I do not like to leave bad reviews for companies as I know how damaging it can be, and I appreciate that delays etc can happen, but just a simple call to keep the customer updated would make all the difference. Not once did they ever return my calls and it was always left to me to call them to find out what was happening.

Now the good bit…

The fitters, Warren and Brian - The Welsh Wizards, were excellent. Called the day before to say they would be there at 8am the next day, which they were. After being let down 3 times prior (not by Warren and Brian I hasten to add) with no communication at all such a small gesture made a big difference.

Workmanship and work ethic can not be faulted. They did an excellent job and very pleased with the end result. Just a shame all their hard work is let down by the extremely poor customer service beforehand.

The Welsh wizards fitted an walk in shower for my mother in law. They were fantastic with her, explaining what was happening throughout the whole process. Workmanship was first class and left the site spotless.

Lack of communications, cancellations or we are not down for the work. Stress and more stress.
All put in an email but no reply.
Paid our deposit in March for work to be done in 6 to 8 weeks and would have taken between 8 to 10 days to complete. Finally done on 9th September within 3 days.
Rubbish was supposed to have been collected after the completion, email sent telephone calls made and only collected last week.
Still waiting for a reply to email of things that was agreed and paid for but not delivered. No reply to other issues either since 14.09.2022.
In one of your reviews, you stated to Mrs Walsh,
"We have been trying to contact you daily since the job was finished, earlier this month, to check the job had been completed to your satisfaction and also to collect the outstanding final payment which validates your warranty".
That's a surprise because we didn't get any phone call, all we got was a letter of guarantee and final payment receipt for which the transaction shows was taken even before the work had commenced. The letter does not even mention the date work completed. Obviously, this is not in my email as i am only just reading your review reply and became aware of what you should be doing.
Initially, after chasing up for the work, first confirmed date given was 04.07.2022, couple of days before the work to start only to be told you didn't have all the materials. Then we were given the date of 15.08.2022 on the day of ringing, we were not down for that day. Then we were told it was 05.09.2022. So get a phone call for balance on delivery payment and when querying the work will start on 05.09.2022 to be told we don't give date, and if we don't pay then they can't start work.
More information in my emails from 01.07.2022, 26.08.2022, 14.09.2022 and 26.09.2022.
I hope we now get somewhere with outstanding issues.
Sarita Shah - Leicester (I am daughter of Mr Manekchand Shah)

Excellent workmanship by Warren and Brian the Welsh wizards installation went faultlessly kept advised at all times and consulted about installation of walk in shower instructed on how it all worked great team
Customer service needs slot of work after signing contract no contact from company for several weeks about installation date had to phone them given date then when I phoned to confirm it would start as I hadn't heard anything told they would not be coming given new date the Welsh wizards arrived and great job a credit to company customer service needs improvement

Highly recommend this company . They was professional
from start to finish . Excellent work done on fitting out
a bathroom for my disabled mum. Very clean looks super modern can't thank them enough for totally transforming the bathroom to a stylish safe place for my mum. Fitters was on time hard working and extremely helpful .

My ordeal with Bespoke Bathing started over a year ago, the order made for a bathroom refit on 10th September 2021 with first payment made, I was then contacted on 4th November to say that delivery and a fitter would be arriving on 8th November and the second payment made and what did I get in return?? A bathroom installation ‘nightmare’! The delivery was made on 8th November of the bathroom parts, after various excuses by the Bespoke Bathing office the bathroom fitters eventually arrived on 15th November removing the bath/shower and basin. The bathroom installation took 3 weeks including a leak due to pipes not being securely fastened damaging the kitchen ceiling. The bathroom was fully finished 26th January!
All was going well until 19th July, an email was sent to say yet again there is a leak from the bathroom going through into the kitchen, I attached a photo so Bespoke Bathing could see how bad it was already. A visit was arranged for an installation engineer to come round the next day, he came the following morning but was unable to fix anything as it is a day's job and he was already working on another installation. He said he would ring the office to get a new wall panel ordered as he needed to remove the current one to get to where the leak is coming from.

On 26th July another email was sent about the leak from the bathroom into the kitchen informing them the crack in the ceiling was getting worse with drips of water coming through so this needs to be urgently fixed, plus there is the safety factor as the leak is from the area where the electric shower pump is situated.

I went on holiday from 16th August returning on 1st September and thankfully the bathroom wall panel was delivered on 2nd September with the optimistic hope that repair work would start soon - no such luck though! On 13th September I sent an email to say “that it is now a year since I placed my order for the new bathroom on 10th September 2021, never did I imagine then that I would be in this situation 12 months later. The bathroom itself looks fine but behind the scenes there is a leak from the shower pump which has damaged the kitchen ceiling. Since I have returned home from holiday on 1st September I have not used the shower as did not want the leak to start again as the ceiling and hopefully the floorboards in the bathroom have now dried out”. This was followed up by a phone call 2 days later and was told that I would be contacted after they had spoken to the operations manager, optimistic again but again no luck!

I have attached photos of the damage with the emails sent, the bathroom fitter who came on 20th July saw the damage and it was also seen at the time of the delivery of the wall panel. I assume now that the 12 month guarantee is worthless, patience has run out - the Citizens Advice Bureau have been very helpful advising me of the Trading Standards website to complete the complaints form and then they will send it to the Trading Standards office.

Update 19th October. It is now 3 weeks since the response given to my review to say they will contact me “tomorrow” which has never happened – by landline, mobile or email. It is now 3 months since I informed them of the leak from the electric shower pump in the bathroom into the kitchen below. I do not understand the business attitude of Bespoke Bathing, all they have to do is fix the problem yet they let it get to this stage, lack of integrity and no intention of honouring the 12 month guarantee.

Enjoying my walk in shower
Good job well done
Thank you Bespoke

AVOID THIS COMPANY. THEY ARE FRAUDULENT. THEY WANT MONEY UP FRONT AND DONT FINISH THE JOB. This Company are fraudulant. They want money up front. My parents paid half the money in March 2022 and Bespoke Bathing wanted another payment before they would 'arrange delivery of the shower and fittings'. My parents paid again. One 'fitter' came sporadically over a week. I visited my parents after he had fitted panelling the walls, part of the shower and laid some flooring. The panelling was cut wonky and the top and the sides were filled in all the way along with thick filler. Some of the panelling didn't meet properly. There were clear gaps. The flooring was laid in a hurry. Instead of it being the last job he did, he laid it and walked all over it for days. As a result it has permanent bumps in it. He fitted a light up mirror, went into the loft and connected the wiring to their bathroom fan. As a result their fan wouldnt turn off for days. I am still not sure whether this wiring is safe. He left a mess in the loft and his tools are still up there now. He has not come back since. There has been a further delivery of the rest of the shower that my parents have had to have stored in their garage for 5 months. There is a huge pile of rubbish the fitter removed ftom the bathroom on their drive for 5 months. My Mum has just one usuable arm, my Dad has a terminal diagnosis and currently is in hospital. My Mum has rung this company countless times. One person came out and agreed that the job was bad and said it would be rectified. Nothing has happened. They have nearly £7,000 from two vulnerable people and there has been no contact since this person came. How can they sleep at night My parents should have their money back so they can contact an actual bathroom company to repair all the shoddy workmanship. I am very angry that they have their money and nothing has been rectified. We should be charging them money for the equipment and rubble they have left for them to store. I will be taking them to the small claims court and involving Trading Standards. Myself and all my family members will be leaving reviews on all available platforms to help other vulnerable elderly people avoid a very costly mistake. This will continue until the work has been rectified or my parents receive their money back.

Nothing but stress from this company, from lack of informing me that the fitters wouldn't be turning up. Once was bad enough but three times, resulting in me having to rescheduling my week each time and loosing money on potential earnings. Which were to be put towards the cost of the bathroom. I did not realize that the fitters would be counting traveling time as part of their work hours. I'm sure there are thousands of commuters who wish they could do that. Perhaps this is the reason the job always seem to over run.

We engaged this company to refurbish our bathroom,this was after the salesman did an excellent job, he went through all what we needed with no hurry to sign a contract. After some delays the fitters arrived to commence with the refurb. All was ok , they were fast with the work and completed in 2 to 3 days. It was only after a couple of weeks that I started to notice a couple of things were not right, I contacted the company in the hope they could look in to my concerns,but have not had any reply or contact with them. Over all I feel for the amount of money it cost there could have been a better finish. My concern now is in a year or two things will begin to fall apart.I would like for customer services to come and look but do not hold out any hope.

Initial consultation excellent. Excellent bathroom fitters, 'the Welsh Wizards' as they are known! Couldn't fault them. Curtious, pleasant and involved me through out with any decisions required. Great advice given, demonstrated all that was required. I WOULD RECOMMEND THIS PAIR!!!!
However, Customer Services is appalling. Over a three month period they contacted me three times, all other phone calls instigated by myself. Three start dates given, two of which were cancelled, which I found out about when I phoned to enquire what time fitters would arrive!
Let's hope they take on board that this seems to be the weak link and rectify this asap!
Very happy with the bathroom, thank you 'Welsh Wizards '

I have been disappointed and angered by the Bespoke bathing company who are awful liars and shameful company who are after taking money from the vulnerable without even feeling guilty. I paid my deposit early May 2022 and today is August 16th , yet they have not finished the walk in shower they had initially said they would do it within a week. they even took my money without my authority, This money was supposed to have been paid ON COMPLETION according to their contract and when I enquired, I was told it was' automatic'. Several phone calls , emails to the company and senior officials has not resolved the issues I raised and surprised that when we first raised this with them them we were told the plumbers would come back to rectify them but no one turned up. There was no apology and on contacting them , I had to repeat my complaint as if it was for the first time. I am still waiting for the door to be fitted and it appears they ordered the door after several phone calls, why not have everything ready before starting the initial work? This company is supposed to help the vulnerable ? I have been left stressed and it appears this business does not care about their reputation because if they did they would improve.

Absolutely dreadful company. Totally unprofessional. After paying a hefty deposit last October (£5k) and then paying another £5k, before they would commence work, we have been without a working bathroom for four weeks! Neighbours, quite rightly are getting a bit fed up of us using their facilities!
Please avoid this company at all costs.

This is the second Bathroom we have had remodelled by Bespoke and we could not be more pleased than we were the first time. We had a small en-suite in our main bedroom but this was very out of date and needed upgrading. John Mathias came and completed a survey and gave us an estimate for the work to be done. We had to wait for the installation because of Covid and fitters being available but work commenced in June and Brandon was the fitter. He was very thorough an made an excellent job of the work. He could not completely finish the job because there were a couple of items missing and we had to wait for these. Fitting of these was completed by another fitter and everything is now A.OK. Thank you Bespoke for an excellent job and service.

This company’s promises do not match it’s performance. Communication is awful….difficult to contact, emails not replied to. Promised call back doesn’t happen.
Very efficient at taking money but extremely reluctant to make any refund.
My installer was excellent and did a great job but that is to his credit and not yours.
Update 21/7/22. The good news is that I have now received my refund.

Very pleased with the installation of the shower the men worked well together and completed the installation earlier than expected.
Electrician arrived three days later.
Would recommend Bespoke to other potential customers.