Would score NIL if I could
I had a new (small) bathroom from Bathstore installed in 2018, at a cost of around £10,000. The main reason I went to Bathstore was their 5 year warranty on installation. Four years on, the sink leaks, the towel rail has fallen off the sink, the shower tray leaks, after about 10 mins the cold water supply to the shower stops, the flooring is lifting due to leaks, the toilet does not flush properly. I Now I understand that the warranty is void since Homebase took them over. Do not use Bathstore. Their products are rubbish and the warranty is worthless. I would score them NIL if I could.
Emm Brown
Ripped off and lied to
I bought a bathroom wall mirrored unit, it was in the window of my local store in Edinburgh and was an ex display. A couple of weeks later when the electrician came to install it, I removed the cellophane and opened the doors to get the fixing parts etc, all parts were there but both shelves were missing. My husband called to report this and was told not to worry as they would order the 2 shelves. It has now been 8 weeks!! No shelves have arrived and the manager after not returning our calls, eventually told me it was sold as seen! It most certainly was not. If that was the case I would have not bought it knowing there's no shelves as I can't put anything in it! It was all wrapped up in cling film / cellophane in the store and at no point or nowhere did it say it was faulty. I have paid over £100 for something I can't use and isnt fit for purpose.If, as he says, it was "sold as seen" then why did he apologise and order us replacement shelves??Never use this company, no one has tried to offer us a replacement or refund
angie steedman
Lady had no interest
Was very disappointed with the lady who dealt with our bathroom design today in chatham it was a bank holiday at 9 & she couldn’t of cared less about anything we wanted . She yawn at least 30 times while sitting there looking down at her Facebook while supposedly helping us , she admitted to being out the night before but to be honest she looked like she had . Her “ I don’t want to be here attitude” had my husband keep apologising to her like he was keeping her from doing something other than this . We came out thinking we had spent an hour & half with no more information than before we went in , not enthusiastic at all had no interest to what we wanted in fact she happier once she realised we were going .
JONJO CRAWFORD
Unlawfully refusing a refund for incorrect delivery
Ordered a toilet in May. They sent the wrong item by mistake. Arranged for it to be returned, and they sent the wrong item again. Today (August!), we are waiting for them to collect the 2nd wrong toilet. The collection date has been set 3 times, and each time no one has shown up to collect it. Meanwhile, they are still refusing to refund me for the incorrect delivery and I am out of pocket for £549.
Edd
Don't fall for Bathstore telling you…
Don't fall for Bathstore telling you the quality of their goods over competitors is vastly superior, it's really not. We purchased our Bathstore suit 4-5 years ago, in that time the toilet seat snapped, the shower head drips every now and again until you turn it on & off again and the latest one, our thermostatic blade shower has split in the metal work and spraying water out the side! I tried speaking with Bathstore and the 10 year guarantee it came with is good for nothing as Homebase (who bought Bathstore) decided not to pass this on to prior customers. They didn't seem like they wanted to help at all, but they did try and help me when they wanted to sell me another one... Great move, this just means i'll never shop with Homebase or Bathstore again. Companies seem to forget that there are plenty of other places to shop now....
Mr Blake
Excellent service and assistance from…
Excellent service and assistance from the bath store after previously being let down by another company, my go to now. The bath is really great quality.
SWatson
I recently booked an online bathroom…
I recently booked an online bathroom planning consultation with Karen from the Bathstore Burton on Trent store. The service I received was exemplary. Karen called me for our appointment as arranged at exactly 3p.m. - on the dot. She was friendly, professional and knowledgeable. She immediately understood what I was looking for and made helpful suggestions. She knew her products well and was able to help me find everything I was looking for. She produced plans which reflected what had been discussed the very next day. All in all a first class service - thank you.
Deborah Carson
What appalling service from this…
What appalling service from this company. I purchased 2 hand-basins with floating cabinets, and unfortunately one was not ultimately suitable. It cost £130, and Bathstore want £50 (yes, fifty quid) to return the item. I even offered to use my own carrier, because it would be waaaaay cheaper than that, but they refused.I can guarantee I will never use them again.
TonyF
Appalling service m- Non existent delivery
We ordered a bathroom set worth over £1000 on the 30/10/20, we were given a delivery slot for the 19/11/20 between 11.30 and 15.50 through DHL, bathroom fitters and tilers were ready on site to start the work , a total of 3 hours just waiting and listening to the DHL annoying "Please wait for the next available adviser, will be with your shortly".......Nothing. 5 days later no delivery being charged a penalty by the builders. Well done Bathstore. I heard of Victorian Plumbing, they can at least stick to their delivery times.
samba le berger
Absolute disgrace!
Absolute disgrace!Bought a toilet seat 18 months ago with a 2 year warranty. Apparently now void due to them being in administration! Homebase who now own bathstore emailed me to say my warranty wasn’t valid and had the cheek to try and get me to buy a new seat from them at full price! Lol how I laughed. Avoid avoid avoid! Also notice how nobody from customer services comes on here to try and resolve issues as they know how bad they are!
Mr Mark Smith
Shoddy customer service and questionable practice
Would have given 3 stars except for the shocking (lack of) returns service. I bought a shower screen and door in-store 2 days before lockdown which turned out to be the wrong size. Understandably in the early days due to lockdown they said they couldn't collect and refund but would put me on a list and collect as soon as they were open again. I have been very patient but home stores have been able to operate for a long time and most are operating very well. I have been waiting 2 1/2 months now which is totally unacceptable!! Nobody answering phone lines either. Very shoddy customer service and practice.Not at all impressed and have two massive boxes taking up a lot of space and they have had use of my funds!!
Francesca
Bathstore/DHL delivery debacle
Bathstore/DHL failed on two separate occasions to deliver my order citing the order had not been raised and processed successfully. Major items from the original order placed last month are now out of stock and discontinued. I have now cancelled and asked for a refund. To add insult to injury I have been told by customer services that this will take up to 28 days and be in the form of a cheque as I used my debit card in store. They will then have had my payment for over 2 months - in effect an interest free loan. Totally unacceptable business practice which smacks of financial desperation. Beware.
Lesley Bilton
Thanks Chris @ Ruislip!
I ordered online and realised I’d made a mistake with the colour sink unit I had ordered. Our order was going to be dispatched from the Ruislip store so I contacted them for help. Chris at the store was so helpful under difficult circumstances since part of the company had literally just been saved from administration but no real procedures were in place. Chris promised to help and called back and was able to resolve the issue. What started off fairly complicated due to circumstances ended resolved and I would definitely use Bathstore again. The quality of the vanity unit, sink & radiator ordered were 10/10 and the delivery service was very prompt too.
Jo!
Now in administration as feared yesterday!!!
So since yesterday,when I had a useless reply from the bath store saying we'll get our full refund, my concerns about the Bath store going into administration are true. So no chance of getting our money back from them we're having to go through our bank. I was I'd acted when I had my first suspensions!!!
Mrs Sklar
The Morningside store in Edinburgh…
The Morningside store in Edinburgh couldn’t have been more helpful with our designs and bearing with us as our house build pushed out dates for delivery. John who pulled together our bathroom designs worked magic with the budget we gave him and the designs were full of considerate touches . Johns colleagues were also great helping with last minute changes and the ongoing communication on delivery was good. Very happy with our Bathsore experience & products.
Fiona Jeary
Bathstore Stockport
Purchased a bathroom suite from Bathstore Stockport in August 2018. For installation reasons on my part delivery didn't occur until December 2018 and install started end February 2019. A few issues arose such as size of shower screen so had to arrange replacement with a larger screen - Bathstore's partner delivery company could only collect at specific times when I could not get out of work and the Bathstore team from store at Stockport went the extra mile and went to the property and managed the collection on my behalf.From designing the bathroom in store in August 2018 to then sorting out swapping of parts, Jonathan, John and Tony at Bathstore Stockport have been fantastic and I would recommend their service to anyone. The finished bathroom (eventually) also looks fantastic and very pleaseed with the quality of materials from Bathstore.
alex
AVOID LIKE THE PLAGUE
AVOID LIKE THE PLAGUE! My mum bought a complete bathroom from here, as well as paying £5,000 for a five year warranty. Ever since installation, we have had NOTHING but trouble! Firstly, bathroom took a lot longer to be installed than originally agreed. The LED lights around the mirror were cracked during installation, and not replaced! The main issue, however, is the tap over the sink constantly leaking, and I mean CONSTANTLY! We are now about 3 years on from installation and this is still a major issue! This isn’t a little leak! I am having to use about 3-4 large towels to clear the puddles of water off the unit the sink stands on, the bathroom floor, and the hallway carpet which it leaks out to. On more than one occasion, this morning being another, I have gone down to my kitchen to find the water has leaked through the kitchen ceiling, dripping through the ceiling lights and causing a huge puddle over half the kitchen floor! As I have left for work, it is still leaking through the ceiling, despite me clearing the water from the initial leak site. We have contacted Bathstore on numerous occasions about this and been fobbed off with one excuse or another. On one occasion, when we complained the leak had now ruined our brand new beige carpet in the hallway, we were told by Chris Kershaw that we were going to get a VOC refund to replace the carpet. After running around doing what he asked, like getting carpet fitters round to quote, and booking days off work for Bathstore to come inspect, Chris then stopped reply to our emails. After I had to call and wait on hold to demand someone get back to us about the carpets and the leaking tap, I was told they’d changed their mind and would not be giving us money to replace the carpets. At this point, someone had been round to turn the leaking tap off at the main. We were left weeks and weeks without running water, having to use the bath to brush our teeth, until someone finally cake to put the tap back on after, again, US ringing and emailing daily for this to be done. Three years on and I still have a leaking tap that they refuse to fix, our brand new carpet is getting more and more damaged, and I end up late to work because I am having to clear huge leaks every other week!
Lily
Great After Sales
We purchased a stone bath in 2015 from the Edinburgh Depot, recently the bath has shown a large crack on the inside, I made contact with the Edinburgh office and was advised that I would need to fill out a claim form and was asked to send some pictures.The bath does have a full warranty so I was hopeful that they would stand good.I was asked to send further pictures with a spirit level to show that it was fitted correctly ( which it had ) I was dealing with a lady called Jennifer who was extremely helpful and she arranged for a replacement bath and the uplift of the old bath together with the coat of fitting the new bath. Disappointing that the bath developed a crack but the way the Bathstore dealt with the problem was very good, just what you would hope for.Thank you for everything a very satisfied customer. Phillip
Phillip R White
Do not use this Company
We ordered a full bathroom suite from the Eastham store. We had booked plumber but he was delayed due to the bathstore delivery being a week late. When the bath was installed during the test a crack was discovered. The Bathstore are refusing to repair it as they did not fit it, the won't refund and I have been told I will have to buy another bath which is £800."I am now fighting this through citizen advice and will be without a bathroom for the forsee able. A horrendous company, awful staff, poor quality products. Do not use the Bathstore
Imelda Watling
Absolutely terrible customer service/ …
Absolutely terrible customer service/ aftercare... actually they do not care at all, once you’ve spent your money with them!!! After discovering the wooden surround was damage on a sink I bought I contacted the Wimbledon branch, it took 3 weeks of being fobbed off to actually speak to the Manager (this manager seems to be off work every other day). Anyhow he told me to email the photos of the damage and he would sort it out, I did this immediately and waited and waited untill a further 8 days passed and I started calling again and being fobbed off again. Eventually after saying he would sort it out he emailed me to say it is not company policy after 7 days to exchange damaged goods. It’s not like it’s an item of clothing that’s easy to see damage it’s a large box of flat pack which unless you are ready to instantly have installed it’s impossible to see a flaw. It’s obvious TheBathstore are all about taking your money and that’s it.
D Pinnock
