Better Bathrooms.com complaint

wroenaldinho

Response i received from the CEO!

wroenaldinho

The ceo and head of customer service are just ignoring me now and aren't doing anything about the situation? What more can be done as I'm left with a brand new toilet and broken cistern.

Thanks

madder

Unfortunately we have seen a plethora of online bathroom retailers emerge in the last few years. Bathstore.com Victoria plumb & Better Bathrooms to name a few.
They operate on a simple business model they sell inferior Chinese manufactured copies.. Whilst charging customers lots of money.
Its a bit like supermarket own label products they have the right ingredients but it doesn't taste right.
I'm a gassafe engineer and bathroom fitter. I used to think bathstore were bad but oh my god better bathrooms are terrible.
Firstly fitting a showerbath..the bath has a twist in it and almost impossible to level. The combination bathwaste was simply not fit for purpose. I supplied a replacement for less than £20 the real McCoy.
The popup waste is a ubercheap pressed thread and leaks wotever I do with it. Will be going in bin. Like genuine one costs a tenner. The waterfall taps just block up with debris I have to unblock them multiple times in two days very poor design. The basin tap the fixing bolt was tapped in !!!!ed preventing it sitting on basin square.

The motto of the story is do not buy unbranded rubbish from online shops. Buy established brands from uk suppliers. You be surprised how cheap you can by ideal standard/ bristan etc

If you must buy Chinese yoyou worth a look

Emma888

I have had similar issues with better bathrooms, appalling customer service. Offered to refund me £80 for excess labour even though it cost us more than that!! Here is my issue below!

Bought a bathroom from Betterbathrooms.com. The bathroom was delivered, we checked the order and everything seemed ok.
Upon installing this, this is where the issues occured.
The W/C flush did not work, we reported this to betterbathrooms explaining that we would need a new push button, however they insisted this was not the issue and that we would need a new siphon, a completely different part which goes into the cistern itself. This arrived a few days later (incurring more delays) and my plumber fitted this. This did not solve the problem, which we knew already, so had to ring again insisting the correct push button was sent. This finally got sent and this fixed the issue. - This incurred additional labour costs at our expense.
Further to this, the basin washers that were sent did not work and we had to supply and replace these with our own washers, the washers they sent were mangled and were not fit for purpose. Bad quality! This again incurred additional labour and cost for the price of the washers.
Following this, the washer for the pop up bath was not a true shape and again this was mangled and would not stay in position when fitted, so again we had to replace this and again costing us for this and also for the labour incurred for this.
The bath panel was not a true shape of the bath and my plumber had to fix this with additional means other than the fixings supplied. We are still struggling with this now and have had to call him back several times! This incurred additional labour costs. The bath waste also leaked which he has had to repair several times due to this arriving with tiny pin pricks in the pipe itself, again bad quality control!
My sink did not arrive with a shelf and my glass shower curtain did not arrive with the fixings inside to attach the second piece of glass. This is supposed to be pre-fitted and the glass slot in, however we incurred further delays with fitting these and additional costs to us to call him back to fit these once they finally arrived.
I contacted them and had a snotty reply back from the CEO:

From: Colin Stevens [mailto:Colin.Stevens@betterbathrooms.com]
Sent: 26 March 2015 09:39
To: Emma Jones
Cc: Lisa Boyle; Pauline Higgins
Subject: Re: Better bathrooms invoice

Hi Emma

Thank you for your letter and information within it.

I have a real problem....
Let me explain why...

1. An experienced installer would have just requested a push button... its the easiest thing to replace... There is a huge difference between a new syphon requirement and a push button... The problems they create on there own are world's apart.

2. Leaking through washers is only caused if they are not sealed correctly and must be sealed whilst fit out. We do not provide the sealant nor do we do the install.

3. I see your installer is a part a heating and water engineer. He is not a bathroom installer... and points 1 & 2 really cause a concern for me. As it's such standard installation issue.

I've been doing this a long time and understand you are in the middle.
In case I'm missing something I have requested our head of customer experience look into it for you and see what we can do to help... in case I'm missing something with the detail I have...

Regards
Colin
CEO
Betterbathrooms.com
Sent from Samsung Mobile

Very poor customer service, I have reported them to trading standards and watchdogs and will never use them again!! My installer is a qualified plumber and bathroom fitter so is fully capable of installing a bathroom, in fact any general handyman can install a bathroom! It really isn't rocket science! Although seems you need to have a degree in this to deal with these people!! The leaky washers were due to the poor quality and mangled state they arrived in and one even having holes in it! The push button issue we told them it was this but they insisted it was the other part and sent the wrong bit!

Zygott

am i the only one who finds it strange most of the complaints are people with only a couple of posts.... its asif one of their competitors is spamming bad reviews all over the internet......

I cant see a md/ceo telling someone in email to "go and see trading standards" as EVERY company is scared of them....

unholyangel

Zygott wrote: »

am i the only one who finds it strange most of the complaints are people with only a couple of posts.... its asif one of their competitors is spamming bad reviews all over the internet......

I cant see a md/ceo telling someone in email to "go and see trading standards" as EVERY company is scared of them....

You find it unbelievable people might be having problems with the company, search and find the thread here on them and so sign up to voice their experience with them? Thats funny, especially seeing as you signed up yourself just to jump to the defence of this company. That coupled with the fact that you must have actually searched for this company name (given you've resurrected a thread thats been silent for nearly a month) and it looks pretty possible that you're connected to the company in question in some manner.

As for trading standards....most aren't afraid of trading standards - because they have limited resources, it takes years to build a case against a retailer and also ts will only usually get involved where there has been a number of complaints.

no1catman

I bought a panel power shower unit from last July, when the knobs on my old one stopped working.
There were few alternatives elsewhere, it look good, had three water outlet options as well - so very happy with it.
The only gripe I have is that there was no instruction leaflet with it on how to operate it!


I did have a water leak as a result of the original compression joints failing - but that's another story!

Iwanttospeak

I bought a vanity unit from them on the 3rd of May. The money went out of my account the 5th May. The site says the items are in stock and to be delivered 3 - 5 days. By the Thursday 7th I'd heard nothing, phoned (and as mentioned above that is a trial itself - in all spent about 4 hours on line waiting to get thru), only to be told my order didn't exist. That was eventually sorted, then they told me they didn't have any stock, and no idea when it would come in. I cancelled the order. Next day got a phone call from nice lady trying to sort it out, who miraculously 'found' one in another warehouse and would have it couriered down and then sent special delivery if I would like to re-instate order. Which I agreed to. Tues (12th) arrived, had heard nothing, phoned again, would be looked into and got back to the next day. Heard again today Wed 13th that somehow this found item had now gone missing ;-) the next lot of stock would come in on the 3rd July 'would that be ok?'. Went back again and complained and am now waiting yet again. However, as this is still stating online that it is in stock, if this doesn't work I will be reporting them for fraud, as they obviously have none but are still taking orders, saying it is available for delivery in 3 - 5 days when in fact it isn't available for at least (so far) 9 weeks!
By the way they are online as about 4 different companies, another one called Taps, on ebay and on amazon, all with the same item still in stock! Would I recommend them? would I stick pins in a baby kitten!

bod1467

Once you're past 15 days from placing the order you can easily just raise a chargeback claim with your card provider for non-delivery of goods.

Guns

Hi folks,
we are having a major issue with better bathrooms and their "No Refund" policy if purchased in store.
I feel we were mislead as we used the wall mounted touchscreens in their Slough showroom to look at their entire product range before walking around the store and placing our order.
We noted the 14 day money back guarantee on every screen and took it that we would be entitled to this if we ever needed it.
How wrong can you be?
Having read so many negative reports on Better Bathrooms, we contacted them to cancel the order.
They have flat refused statin that they have a no refunds policy on store placed orders!
So far the are sticking to their guns but thanks to the MSE website, we have a possible out in the form of the Section 75 of the consumer credit act and we are actively seeking a refund through the credit card company we used to pay for the purchase.
Should that fail, I have found a little section of legislation that may help us and others.
Please look up "Unfair terms in Consumer Contract Regulations 1999"