Bathstore Reviews 20,369

Mark was knowledgeable and experienced, he gave great service and always responded to emails and questions. Very happy with my products for two bathrooms and the service provided.

I don’t even know where to begin. Horrific customer service from the start with the staff at the Aylesbury branch. When escalated to the customer service manager, she did nothing to hear me out, just defended the staff in the store. Delayed orders due to a lack of communication from their store staff which led to a one week delay in our project. I came here for convenience but just got a headache. Dreadful company to deal with.

Absolutely appalling customer service, I've never experienced anything like it. Won't listen to me, won't escalate my problem. Do not shop here

Appalling customer service, the lady we dealt with was ok, but clearly the company policy for service sucks. I don't want to give 1 star either, as they are dreadful, wish I had never bought anything from them, and will never ever buy from them again. We ordered a bathroom cabinet and sink. We received a damaged cabinet and a LED mirror, and this after waiting 14 days. Once we reported it, it took 48 hours before they would even respond. A new cabinet and sink was delivered within 5 days, and the mirror collected. They left the damaged cabinet for us to dispose of and cite this is their policy in the terms & conditions. I wish I had read the Trustpilot reviews before ordering. Avoid this terrible company.

Terrible customer service! Delt with Janos in bathstore Harlow inside Homebase. Said he would phone to arrange home visit to measure up, phone call a week late, arranged an appointment for this morning but he had failed to show up, no phone call, nothing! DON'T BOTHER with this company, a disgrace!

I don’t even want to give them 1 star!
My parent bought a bathroom suite from them in 2016, lots of faults to the toilet and bath, they have been ignoring my parents emails for years.
Disgusting service.
Small claims court have been contacted

Wanted to buy a small bathroom mirror for £37.50, delivery is £30. I contacted customer services assuming this was incorrect but apparently not. I am now cutting my nose off to spite my own face as I would love the mirror but can't stomach paying more for delivery than I ever have for anything I've ordered from anywhere else before!

Installation 5 years ago all ok very happy
I know need 2 replacement parts but have been told
they are not available till the end of year which means our shower cannot be used !!!!.
Does this mean that they are not doing any installations
Until the end of the year!!!!!

Warning! Hidden some way down the online T&Cs accessible in the customer services link at the bottom of the website home page is the terms and conditions, which if you make it through to section 7.4 tells you that you will be charged £50 to return anything with no option to return to a store. This is not made clear either at point of purchase or on order confirmation - very poor form!

We bought 2 identical toilets. One is perfect and the other has not been glazed properly, because we have 2 this is very easy to see. We bought the toilets back in Sept but due to Covid and problems with the builders starting only fitted the toilets last week. Customer services have sent an email saying I have to buy a new one but I am contesting this as it is clearly a manufacturing fault. Not impressed with the service or the quality.

Good initial experience, salesperson was very accommodating and a pretty good product range and easy to order, however from that point on the whole experience has been an unmitigated disaster.
Parts missing
Faulty parts
A customer service department who don't seem to care or comunicate with themselves or the customer.
My wife and I removed our bath to replace with a walk in shower, due to parts not sent and faulty parts we were left unable to use the shower room at all for 11 days!!
Bathing and hair washing in the kitchen sink is really acceptable for this period of time.
However I do understand that during these Covid times that things are going to be awkward.
I am still waiting for a resolve from customer svcs after 3 months, even after over 30 emails which seem to take about 3 weeks for them to respond.
Wish I'd never wasted my time and spent a few more pounds on a more reputable company.

A Very disappointing experience . I had my bathroom fitted under 2 years ago at a Cost of £9000 . I was assured about a 5 year guarantee for the work carried out. The fitter did not install the WC cistern properly and consequently condensation around the cistern has occurred . This has ruined the units that will have to be replaced. Bathstore has gone into liquidation so I am left with a Bill of £800 to rectify the damage. The cistern position needs changing . The exact same units are not necessarily available anymore. Bathstore is not a name to be associated with I suggest you avoid it appalling company

Rubbish service. They don’t have a contact number for order issues, and their e mail service is a joke I’ve sent four and no reply’s at all in the last week . They took the payment in seconds , at it would appear that that’s all they care about ! Where is my £80 order I’ve no idea ! I will have to get the trading standards officer to intervene or hopefully my bank .

I bought a premium cast bath, for £100 more than a normal one. It cracked within two weeks of having it. The bathstore won’t fulfill there 30 year warranty on this product as it does not meet the criteria for a replacement.

Definitely do not trust them!!

Customer service is absolutely appalling. Having placed an order for £1400 I decided to add a few accessories from their website. For two robe hooks and a shower basket VAT was added on top of the order which was wrong, and I was charged £30 for bulky delivery. I realised a little too late so first opportunity I rang them. That alone took an hour. I was reassured the order would be cancelled as the assistant said she had no way to refund me. She also sad that this keeps happening! On 8th February the order turns up at my door (yes, the one that was cancelled!). Again, I rang customer service and spoke to Sean. He said he did not know if he could refund the erroneous charges. After I insisted he spoke to his manager and then confirmed I would be refunded. Nothing heard from Sean and no refund forthcoming I again called Bathstore on 19th February. The lady who answered knew nothing about the issue, did not know if I could be refunded and said Sean would call me back. I still have not heard from Sean or had a refund. I would strongly advise staying clear of this company as they appear to have customer service assistants who are picked at random from the street who know nothing about the products etc etc.

Post-sales customer service is appalling.

Firstly my delivery of a full bathroom suite just did not turn up on the day of delivery even though I received a tracking number etc. I assumed it would just come the next day or I would get a call to reschedule. Nothing happened. It took me a few days to get through to customer service who then said they would have to speak to DHL and then it took a few days for DHL to call me to rearrange delivery. They then told me they didn't have a delivery slot for 3 weeks. I complained and customer service just ignored all my emails until the 3 weeks had passed anyway. I had to cancel the plumber and then store all the furniture in my tiny flat for a month until he could come back.

During installment it became apparent that the end caps for the plywood counters don't adhere and seal very cleanly. Unsurprisingly one edge caught and it snapped. I also received a faulty door knob which had a damaged thread and so the screw couldn't catch hold and secure it to the door. I complained to customer service about the quality of these pieces and they told me to start drilling extra holes and do a patch up job on my brand new bathroom. I refused and asked for replacement parts and they are now just ignoring my emails again. I even offered to buy a new end cap myself and the faulty door knob they are refusing to replace costs £1.80. That is how little customer satisfaction means to them.

Annoyed is an understatement.
I spoke with Tracey on the phone before placing my order as the delivery was charging as a large delivery when it was a 500m piece of ply wood (for a worktop)
She assured me that delivery was incorrect and once I place the order and it’s delivered they would refund me the delivery (I would be charged only the small delivery charge)
Anyway, product was delivered and I contacted Bathstore for my partial refund and they refused to give it to me as the ‘ item was sent out as a two-man delivery to ensure it arrived safely’ I didn’t accept this I have cctv of 1 man carrying this item in one hand delivered to me door. I let them know this and they have ignored all contact with me.
More fool them as my husband is a bathroom fitter and now tells everyone to AVOID.

We purchased 9 items and they were delivered on time but not by expected courier DHL but by a sub contracted courier.
One of the boxes was open containing a bathroom wall
cupboard and the delivery driver stated that all the panels were ok and as we were taking a delivery of multi items we did not check the whole box contents but just the top panels.When constructing the cupboard
we discovered the top of the cupboard was chipped in several places.When contacting Bathstore customer services was informed that they required photographic evidence of defects. As I have no mobile phone to send a picture I requested how I could comply with their request but have heard nothing since. Our bathroom fitter needed the completed unit to finish the bathroom before Christmas so I turned the top
panel upside down which is not ideal but has saved a protracted argument with Bathstore.

Don't expect Bathstore customer service to deviate or flex away from their terms and conditions despite being in the Covid Pandemic. Make sure you check any items in detail after delivery because you will struggle to return any thing to them.

They sell an item called Emerge Shower Waste. Do not buy this as the quality is dreadful. I did try to warn bathstore to avoid selling it in order to keep customers happy but they still sell it.

I visited the store in North Watford by chance about a month ago as I was driving past and spotted it. I’m so glad I did because I’d been looking for bathroom tiles for a while and finally found what I was looking for at Bathstore. I was very impressed with the amount of displays and different tiles available - not just metro tiles like everywhere else! The showroom manager was very helpful and offered to re-check my calculations before I made the order, which no-one has ever done anywhere else. Very good customer service and delivered speedily. The tiles are up and beautiful. I would definitely recommend them.