Better Bathrooms.com complaint

CrazyM101

I've recently ordered a few bits and pieces and although delivery came on time, I've been trying to arrange a return on an item that doesn't fit my needs on closer inspection under the distance selling regulations.

Trying to get through to customer services is IMPOSSIBLE!! You can talk to somone in sales very easily however - so it's easy for them to take your money but difficult when it comes to returning it and dealing with problems!

After calling nearly 5 days in a row with no luck, I've started to email their customer services team - again no luck. So now I'm emailing the MD Colin Stevens at: colin.stevens@betterbathrooms.com

I can't believe this company has won all these awards!! The organisations handing them out must have some very weak criteria.

Nevertheless, I will see if Colin/BB respond back to my emails and sort this issue out at which point I will be happy to update the thread.

Otherwise, it's off to small claims court and reporting them to Trading Standards/Watchdog. The more people who take action the better - companies cannot hope to survive by treating their customers like this.

ILW

You do tend to get what you pay for.

PeeJayJay

My experience of this company is also dreadful. Very good at taking your money, very awful at customer service - unanswered calls etc. The shower tray I purchased was described as 40mm deep but was actually 50mm deep and so with the screen does not fit where it was supposed to. The tray was already installed and bonded to the floor and cannot readily be removed. Also items that need to be returned need an authorisation number which customer services have to provide but if you cannot get through then it is impossible. I too have emailed Colin the MD to say if the matter is not resolved to my satisfaction within 7 days from today I shall be issuing a small claims court summons.

Will report back here when something happens. My advice - STEER CLEAR of BB they are a nightmare! I spoke to Gareth in Sales to seek help, he was very interruptive and unwilling to help, just saying I have to call customer services which I clearly stated I was not prepared to do.

CrazyM101

I've managed to get an emailed response from BB after emailing Colin, they gave me a returns number and I had to ship the item back to BB at my cost.

I booked with Interparcels at first but after accepting the order, I got an email from their credit control dept stating that they are unable to deliver items to the BB postcode because of difficulties in the past!

I then tried to book with parcels2go and using the same delivery postcode (WN7 3XH), I was unable to submit the order! I guess both of these companies have had issues with the returns process. So in the end I changed the postcode to WN7 3XF and was able to book with Parcels2go using the Citylink service!

Note, this was an uninsured delivery as it was a bathroom mirror cabinet - so I ran the risk of losing my cash if the item was damaged or got lost, I did this entirely at my own risk and do not recommend it. BB were not able to arrange an insured courier collection (I'm not sure which companies do to be honest).

Anyway, to keep it short - they received the item and I received confirmation that the refund has been processed and will be with me within 5 working days.

Will post back if it doesnt arrive.

Good luck if you have similar issues, just keep chasing and you might be ok.

CrazyM101

ok I got my refund so I'm happy however the whole returns process requires a serious overhaul as well as the customer service call handling process - I was NEVER able to get through to a person despite calling at different times over a 5 day period. Emailing some senior staff members did get me the response I wanted.

Barney789

Stay well clear of BetterBathrooms. The quality of products is appalling and their Customer service is none existent. Below is my email to their customer service team who responded with a stock letter. If you need any further info let me know but were does a customer go when you get this type of service and no response?
"
I am writing to express my disappointment and dissatisfaction with the quality of products supplied to us by Better Bathrooms. After viewing the show room in Salford and being impressed with the displays and customer assistants we placed an order worth £x
We were expecting similar high quality service and products following order placement. However, we feel very let down on both counts. We have had to re-order a bath panel which was marked and scratched and a toilet cistern because the lid would not sit properly in the cistern top. We also had to re-order a vanity unit because the interior shelf was damaged and there was bubbling on the right hand door. The replacement unit was delivered with one of the doors chipped so again another replacement was sent out. The replacement door did not match the unit and it was a grey colour rather than white.
We also had to re-order the wash basin as it was cracked around the waste hole and the overflow outlet was not straight.
Each time , trying to get through to customer services to explain the issues has been a “nightmare”, costing us time and money. The first time I got through to customer services, I was told that no complaint for damaged goods would be accepted unless accompanied by photographs. It is difficult to accept that our word is not good enough after spending so much money.
The replacement products have taken several weeks to arrive on different delivery dates which again has cost us lots of time off work while we wait for items to arrive.
This has been a time consuming , stressful and expensive experience and one which I hope no other customer has had to endure.
We have had to manage without bathroom washing and toilet facilities for longer than first anticipated and we have had to pay our fitter over and above what we originally budgeted, for his extra working time in re-fitting damaged products.

ensoluk

The Managing Director of Better Bathrooms is Colin Stevens. Check him out on the web receiving his multitude of awards for???????

Babybec_2

I felt compelled to write as I too am suffering the injustices of Better Bathrooms.
My 2 bathrooms were installed a year ago. Several things arrived damaged or incorrect and were replaced, but they sent a damaged sink 3 times!
My shower failed, my toilet seat fell off (inadequate plastic fittings), toilet leaked, both of my radiators are leaking, the chrome on my taps bubbled, the tap lever came off!
I have put in a consequential losses claim for the reinstallation of items, I have been told its not inline with industry costs (have checked with independent builders and its fine)
I was also told that my toilet should have been dye tested before installation and so its the builders fault that it leaked down into my hallway and ruined my ceilings! This is not common practice or a requirement of plumbing a toilet.
In the latest insult they sent out a radiator to replace my leaking one (4 weeks after requesting) IN THE WRONG SIZE. They are now requesting I take a picture of it with a tape measure next to it to PROVE THEY HAVE SENT ME THE WRONG SIZE. Doh. I would be laughing if I wasnt so upset and angry.
Pauline Higgins (Colin Stevens assistant) hangs up on me when I call and it takes on average 10 mins to get through on customer service line, not that anyone lets you speak to management when you do get through!
Selfish money grabbers AVOID!
I am taking them to small claims court and will post updates.
Many thanks to others who took the time to post on here also.

joechoniski

The best way to ensure that the suits aren't wrinkled after you travel is to have them dry-cleaned when you arrive. Given unlimited funds and time, of course, you simply buy a new one.But many business travellers don't have that kind of budget and can't afford to wait for a dry-cleaner. There are some smart ways you can fold your suits so that they don't look quite so bad when you arrive

bettercouldbebetter

Babybec wrote: »

I felt compelled to write as I too am suffering the injustices of Better Bathrooms.
My 2 bathrooms were installed a year ago. Several things arrived damaged or incorrect and were replaced, but they sent a damaged sink 3 times!
My shower failed, my toilet seat fell off (inadequate plastic fittings), toilet leaked, both of my radiators are leaking, the chrome on my taps bubbled, the tap lever came off!
I have put in a consequential losses claim for the reinstallation of items, I have been told its not inline with industry costs (have checked with independent builders and its fine)
I was also told that my toilet should have been dye tested before installation and so its the builders fault that it leaked down into my hallway and ruined my ceilings! This is not common practice or a requirement of plumbing a toilet.
In the latest insult they sent out a radiator to replace my leaking one (4 weeks after requesting) IN THE WRONG SIZE. They are now requesting I take a picture of it with a tape measure next to it to PROVE THEY HAVE SENT ME THE WRONG SIZE. Doh. I would be laughing if I wasnt so upset and angry.
Pauline Higgins (Colin Stevens assistant) hangs up on me when I call and it takes on average 10 mins to get through on customer service line, not that anyone lets you speak to management when you do get through!
Selfish money grabbers AVOID!
I am taking them to small claims court and will post updates.
Many thanks to others who took the time to post on here also.

I am also having problems with Betterbathrooms customer service. Did you submit a claim in the small claims and can you tell me the outcome. Thanks