Bespoke Bathing 

| have not even had my wet room fitted but I am already very disappointed with this company. I paid a hefty deposit on 11 March, come 18th May no word from the company and no bathroom adapted. Sadly my husband died early May. I rang and explained my situation and asked if I could cancel the order, I was told I would have a call back, but nobody rang, despite me ringing back and asking why. A few days later I received an email saying the work would start w/b 20th June - it still hasn't as of 9th July. I emailed again asking why nobody had called to discuss cancelling my order, and was told I could cancel it but forfeit my £4460.00 deposit to cover parts already ordered...of course they couldn't tell what parts had been ordered or which parts were still awaited. I wish I'd read these reviews before I used them.

Poor quality shower and flooring installation, repeated delays, awful communication and Bespoke Bathing have failed to rectify acknowledged defects in their installation, despite their stated warranty. They are not registered with the alternative dispute resolution ombudsman as claimed in their contract T&Cs. There are many negative experiences outlined in these reviews which any prospective customer MUST take heed of. The lack of professionalism and appalling customer care demonstrated towards elderly, disabled and vulnerable customers is something the entire company should be ashamed of.

Update 17.6.22
The customer service team and operations manager are already well aware of the faults to the shower and flooring installation, but have failed to respond to my concerns on several occasions. I have heard nothing further today since your response to my review. I await your contact soonest such that you can put the defects right, as per your warranty.

Update 28.7.22
After more than 3 months, I have now had remedial works to my brother's bathroom installation completed. Prior to this, Bespoke Bathing failed to attend on the dates scheduled to undertake repairs, and failed to respond to my communications thereafter. The only reason they finally did respond was because I complained to the Guild of Master Craftsmen. The Guild were very helpful in ensuring Bespoke Bathing honoured their warranty for correcting defective work. The Guild can be contacted on 01273 478449. Unfortunately it looks like they will be dealing with many more complaints relating to Bespoke Bathing, judging from recent reviews.

Workmanship can't not fault. Good job Office let down say they call you back but don't. Found it hard to speak to the right person.

what can I say waited 6 months to get my shower cubicle fitted, then 2 weeks to get the rubbish removed. I'm 84yrs old this caused me a lot of stress. I leave you to make your own decision.Problems all solved to my satisfaction. Thanks to Judy.Having had a slip in shower I phoned Judy and she promised to get some one to come and put anti slip on shower tray also promised to get old electric shower plug sorted that was over 2weeks ago beginning to think they've had my money and don't want to know so I go back to my original review and say think twice about them.Now 5months and I still have my old electric shower switch on the ceiling.

I used this outfit last September and one fitter finished the installation of walk in shower in a fortnight and everything looked ok. However two days later the shower pump delivered a leak and on contacting the outfit I was told that it would take a few days before a fitter could attend which I said was not good enough and I would have to get a local plumber to sort the problem. This was agreed and I was told to forward the invoices which I did. The local plumber told me the leak was caused because the fitter had connected the shower pump to the mains supply which the pump suppliers specifically told installers it should be connected to gravity feed from the cold tank. I wrote to the outfit enclosing the invoices as instructed and expected a refund of £540 the plumber's total charges but after letters and phone calls it was obvious that Bespoke Bathing were not going to honour their two year guarantee or refund the money and they even put a block on my phone number, so DO NOT USE THIS OUTFIT !

Customer service is absolutely disgusting. They are quick enough to take the money from my elderly disabled father but when it comes to them having to fix something that was an installation error you won’t hear a peep. The bath that they installed cannot be used because it trips the electric out to his home. But still all you will get is appointments that no one turns up for and returned phone calls that NEVER happen. Full of empty promises. Don’t bother with the company because it just brings nothing but stress and empty pockets!!

Bathroom replacement booked for my 92 year old mother on 29 October 2021 because of her worsening mobility. Four installation dates now missed. Problem seems to be a lack of fitters. When I ring the office for updates I'm told the operations manager will call me but he never does.

We gave such a good review and here we are just waiting for a door that is safe. Everywhere exposed especially the toilet. Embarrassing. You stated someone was in touch?

Very good workmanship by Warre and Richard !The Welsh Wizards have struck again !

We have just had our bathroom changed into a wet room. The two tradesmen from Wales that completed the work are excellent workers keeping to time & leaving a great job working from 7am to 7pm very clean & tidy workers we are very pleased with these two lads work Warren & Richard the Wales Wizards Thank you from Jan & Derek.

My elderly father is still waiting for his bathroom. Paid a 3k deposit in November for a bathroom to be fitted before Christmas. Still waiting. Can't even return a phone call. Heart breaking.
You managed to respond to my review but still waiting for you to contact my Dad about installing his bathroom. 5th May 2022. 6 MONTHS!

Update on 9 August 2022: The job was fully completed including the final snagging in late July. The overall timeline is not acceptable but I have increased my rating from 1* to 3* to reflect:
1) the final result was good quality, and all snagging was completed
2) the company has responded reasonably to the issues raised

Bespoke Bathing seems to be an honest company that has taken on too much work caused by eager sales people who over-promise on delivery times. If you decide to use them then get all delivery times confirmed by email from customer services before handing over any money.

Original review:
Very disappointing so far. On 11 February the salesman visited and offered a start date of 4 April to my father but only if my father paid a deposit of £3,450 immediately. He needed the bathroom conversion to be completed swiftly so paid this deposit on that day. On the due start date (4 April) he was ready for the workers to arrive but was notified on the phone that the work could not start until 25 April. Since then my father received an email from Customer Services stating that the work could not start until 6 June. Having wasted two months (when we could have found a reliable contractor) Bespoke Bathrooms seem content to be sitting on the deposit money, in the knowledge that they also require 90% of the entire sales price to be paid before any work starts. Looking carefully through the other reviews a few themes emerge: promises (especially on timings) not kept, poor communications and failure to rectify problems.

Despite all the issues with covid, we are thrilled with our new bathroom, it’s bright, roomy, extremely functional
The pump which was installed works really well for the hot water to the shower and sink
WE LOVE IT !!!
our fitter JOE was lovely
He was polite, tidy, personable, considerate of all our needs
I’m sure our vanilla latte had some input but seriously
I would recommend him to anyone
A great worth ethic and customer focused
WELL DONE JOE AND THANK YOU !

AVOID AT ALL COST!!!! its an insult to even give 1 star!
my mum was met with one of their sales man who came along and promised all sorts and the kicker the work would be completed within 6 weeks.
it has been a WHOLE YEAR since the contract was signed and in May it will be 1 WHOLE YEAR since the work 'started'. till this date the only thing that was worked on was the bathroom and it is still not completed. the walls and floor is still stripped.
our contract was for the bathroom/downstairs toilet and hallway. this is a company based in Eversham, why are sales reps coming all the way to london if the workers do not want come down to London?
they have constantly started and stopped work over a year blaming my mum that she would not stop bothering them. my mum is a disabled woman who has limited mobility and now even more so due to increased stress of fully paying for a service not received.
the operations manager keeps sending emails saying that the workers do not want to return to our house as my stroke ridden mum is bothering them. when in reality this company still hasn't ordered the parts and kept the money! as well as the workers said themselves that they do not want to travel to london its to much of a hassel! i have told them so many times this was a lie and they kept turning it back on me saying i was lying despite me being working from hom and witnessed everything. this time the operations managers lie has caught up with him as he once again sent an email that the worker asigned to us will not be coming back as he has had enough. i have recorded evidence which clearly proves he was lying the whole time.
we will also be passing these details to trading standards as this company has kept our money and not completed the services which were paid for.
a final email has been sent to these crooks and i am waiting on a response before moving forward.
if anyone else requires legal help against them please do contact me, my company legal team can help you.

UPDATE: 2/4/22 fyi: I’ve had to edit this as the truth wasn’t acceptable. this company had the nerve to ask trust pilot to verify my contract number to make it look like im not a real customer and take my review off.
i have also recived an email yesterday saying that they would not finish the contracted work nor are they giving a refund as we have paid £11k and nothing is finished. they have also send an invoice for over £7k. this company is asking for more money on a service that was not completed despite being paid in full.
i would like to genuinely ask what legal body will be in favor of a company taking full payment and not finishing the work nor provide a refund for not completing the work?
you are supposedly a 'reputable mobility company'.
complete joke.

Great job done last week on transforming my parents old bathroom. They now have a shower that they can actually use. They are both in their 80's and could no longer climb over the side of the bath. Thank you to Warren & Rich for a very professional job well done, very friendly and polite pair. Would highly recommend!

Have been kept waiting six months before a team arrived to start my installation. On receipt of the items it was found that the panels for the ceiling had not been sent and that the installation team had not been told this was to be done. This then entailed a further delay of another week. Had a survey been done the correct panel bracket (angled) would have been sent to secure the shower screen. The soap dish had also been left out. There has been little or no response from my complaints and has been compounded by an unauthorised claim to my bank for a final payment which has not been authorised by me. Quick to take money but little customer service with promised return calls not being made. The team who carried out the installation have been first class throughout.

The lads Warren and Richard the Welsh Wizards
Can't thank them enough for doing a wonderful job , The shower is brilliant the workmanship is great time taken very good
Very trustworthy very clean and tidy when they had finished
Always rang if they needed to know anything very very pleased with Them and the work they have done Thank you Warren and Richard

New walk-in shower and general bathroom adaptions for my parents. Great workmanship and attention to detail. All works done in two days and fully talked through and reviewed at the end to make sure tey were happy.
A big thanks to Warren and Richard

warren and richard did our bathroom fully fitted from 8 o clock in the morning till 8 o clock at night to get the job done very good trades men i am over the moon with there work nothing was any trouble to them ive had work men before but not like these guys .were very happy with the products that bespoke supply
ly

Thank you for my new Wetroom.
I can now shower safely and with ease.
John and Martin the fitters were a pleasure to have in my home and kept me informed throughout.
They cleaned up every night and they sorted out any unexpected surprises when my old bathroom was taken out.
The office staff were polite and rang me every day to make sure I was happy...which I was!
Thank you