Bathroom City - www.bathroomcity.co.uk

Having ordered my whole bathroom from Bathroom City a few years ago, I got back in touch to ask for their help with a broken runner on my shower. They were extremely friendly. The advice was spot on and they managed to help me solve the problem very quickly at minimal cost.

Their showroom is huge and really good - Part of the reason that I bought from Bathroom City in the first place is that I prefer to be able to go in and speak to someone and see the products in a bathroom setting rather than dealing with online-only companies.

I would highly recommend them as a trusted local business with staff that go above and beyond.

It was a lovely experience shopping at bathroom city today the staff was very helpful and I managed to get what I needed for my new bathroom. Thank you

I bought a bath, shower and vanity sink unit just before Xmas, spending over £1300. As part the sale I paid an additional £65 for the bath end panel. After I had my bathroom work completed, I was told by the plumber I did not need the end panel as my bathroom fitted in perfectly.

The next day I went to return the end panel and was told they couldn’t give me a refund as the price they charged me on the receipt wasn’t right and it should have been less. I challenged this and they said the salesman will need to clarify if and how much I would get. I waited the next day and then went back to the office and was told he had left for the day so I had to wait again. The salesman speaking to me was rude and his behaviour was borderline aggressive! Having spent over £1300 it shocked me on how they deal with customers once the sale has been completed. This place was recommended to me by a friend and when I stated I won’t be recommending this place, the response was we have lots of customers so we don’t care! The attitude was shocking! I would not recommend this shop to anyone.

So I purchased a vanity unit that looked lovely initially. Within a few months of installing the draw cracked underneath. I contacted customer service but was told this was from my own “overload” - despite hardly anything being in there! I’m not sure what they expect me to put in a bathroom drawer? I hardly think a couple of reg size shampoo bottles and some cotton pads would really cause that much damage??

They were unwilling to help. Originally when I purchased the item online it stated it was with a 2 year guarantee but hooray hooray that was removed from their webpage! When I asked them about this one customer sales representative told me they come with a 2 year guarantee then another said it was only one. Very shady!

I concealed the crack in the drawer…upset that no one could help me.

Now it’s been two years and all the sides of the vanity unit has expanded showing a l are yet of cardboard like excess from dark grey gloss to a disgusting eye soar. This I can’t conceal!

Such awful quality, I had both my bathrooms done around the same time and this is the only item that has given me such problems! I wish I shopped elsewhere. They don’t care! Rubbish quality and even worse customer care.

You’d be better off looking in a rubbish dump!

Strongly advise against doing business with them. Very rude and totally out of the line behaviour. Expected me to take the delivery on the road as they claimed that their big truck can’t get to my house when I have taken two other delivery in 2.5 ton truck on same day. Lady was very rude. Won’t let me cancel the order either. I wonder what will happen if produce turns out bad. Must be avoided.

Awful company with terrible customer service!

Item was delivered damaged but was only unpacked and discovered at the time it was ready to be installed. I was unaware Bathroom City’s 48-hour damage notification policy because:

1. The Telesales team did not direct me to the website for T&Cs, nor did they mention them during the sales call.

2. They sent my order confirmation to an incorrect & non-existent email address.

3. They put their T&Cs on the delivery note INSIDE the item’s packaging - if it wasn’t opened, how would I know this? Apparently customers are meant to have x-Ray vision.

Bathroom City’s response is they’ve done nothing wrong (in spite of their failures listed above) and informed us we would have to pay for a replacement sink.

The nightmare customer service representatives we have had to deal with are:

1. Soma Pillay, (General Manager) who lacks the capacity to read an email chain and see all the questions ignored by the customer service manager.

2. Toni McCann (Customer Service Manager) who refuses to respond to customer questions and reimburse costs, in spite of her providing evidence of the mistakes made by Bathroom City.

3. The infamous Raheem Khan who has numerous reviews highlighting his appalling customer service skills - he’s only able to write one-line email responses, these being: “you have to pay for replacement and delivery charge” or cutting and pasting the T&Cs that Bathroom City DIDN’T PROVIDE TO US IN ADVANCE OF OUR DELIVERY!

I still await Toni McCann’s response to how I could have done anything differently in light of the information Bathroom City didn’t provide me.

I would highly recommend avoiding this company and going with one who knows what customer service and the Consumer Rights Act are!

Avoid at all costs

Customer service is a joke, we were charged £30.00 to return due to using our own tape for the box as they advised they cannot sell it to another customer (which makes no sense as you will need to open the package to check content and condition and then reseal again).

They were very reluctant to accept a return and also conveniently sent a picture of it smashed up on the day of delivery that way they can keep my money. The salesmen emailed to advise "the picture was taken 20minutes after it arrived" as if it couldn't be damaged in them 20mins?

The clown also mentioned they will dispose of it, knowing full well they will just refurbish the minor damage and sell it on.

They do not value customers but profit, spread the word and stay clear of them

I purchased 6 vanity units for 1000 pound the one unit has a big crack through screw hole rang customer services a person advised us he wants 140 pound for replacement ive been advised that under consumer rights you have 30 days to return a faulty product not two days that he said i now have to pay a further 50 to go to small claims all this over 3 pices of melamine could be so easily resolved but his attitude is terrible

Ordered bathroom suite and confirmed delivery and date with the carrier. Carrier never appeared on delivery day (having had to take a day off to accept the larger items) and said they would come the next day. Agreed with carrier they would call before drop so I could leave work and accept. Received a call from a person at a totally different address saying my delivery (a pallet) had been dumped on their drive and left.

Neither carrier nor Bathroom City were interested in anything other than "when can we come to bring it again". Awful customer experience and won't even refund my money until they have arranged to collect the goods and received them back.

Very disappointed with the level of customer service. No problems with the overall quality of the products we ordered, but shortly after delivery (8 days) we noticed that a bath fixing kit was missing and there was also a small chip on one of the back to wall unit doors.

So, thinking this would be a relatively easy fix, emailed Bathroom City and was promptly and abruptly told via email that it was outside the 48 hour notification period to advise of missing items/damages and they wouldn’t do anything.

We are having a house renovation done and as much as we checked the items upon delivery, it wasn’t until the items were removed again from their boxes and the cellophane wrappers removed completely by our builders prior to fitting, that we noticed damage.

1, The Consumer Rights Act dictates that their terms and conditions regarding a 48 hour maximum reporting time for damage/missing items is legally unenforceable – I have extra rights within the first 30 days.

2, You would have thought for the sake of customer service – they would be happy to oblige for a genuine case…obviously not.

Original email notification last Friday (7th Feb) no reply (other than ‘NO’ we won’t help you) other than confirmation via a telephone call I placed to them yesterday (12th Feb) that the person who replied to me was off and they didn’t know exactly when he would be back.

No one else seeming to be prepared to pick up the query and deal with it.

Chase up email today (with sales person cc’d together with a read receipt) and they have simply deleted my email without reading it… and the customer service representative hasn't bothered acknowledging it at all yet....thanks - great service, NOT.

So, Bathroom City – the ball is in your court – deal with the problem today and provide a level of service that should be easily expected or we will go down the money claim online route…