Initial delivery and purchase via the website was simple, quick and easy, was given a choice of delivery dates etc as per normal. And delivery happened as planned. Unfortunately, although there was no obvious damage to the exterior of the box, once opened there was significant damage to the basin pedestal. The bathroom was already stripped bare ready for installation, and now i'm being told a replacement will be delivered in 3 weeks..... 3weeks!!! So i'm now without a basin in the bathroom for 3 weeks!! Quick enough to take the money, slow enough to rectify mistakes, disappointed in general. I'd say to others, shop around.

The fitter was incompetent . Flooded the upstairs so had to get an emergency to plumber to help him to drain system and solve the issue and then asked us to pay! Fitted shower door back to front. Decided to tile the shower enclosure so not tiled to the end as had cut all the tiles and didn’t have any left. I wish I still had the photos to shower the level of incompetence. The area manager was absolutely useless and in the end I insisted on the regional manager getting involved. Leaks in abundance- the waste on the sink , waste on the shower, radiator. A two to three day job took 3 weeks and then was the shower tray was leaking after 4 months. I would rate 0 stars if that were possible.

Ordered a bathroom suite and when it arrived found the sink broken in half, how they never noticed at the warehouse is beyond me. After a week of hearing nothing from Bathstore regarding a replacement, had to call and they claimed they knew nothing about it! Three deliveries later, I finally got an intact sink. Unfortunately the bath front was also damaged and that took another 3 deliveries, all of which were damaged. Had to drive to the store and collect a display bath front in order to finish our bathroom. In all, it took over 13 weeks for Bathstore to deliver a simple order. Don’t know if they are in financial trouble, it certainly seems that way as they appear to be using substandard products but charging full price. My complaint to Customer Services was handled by an “Executive” but the reply had so many grammatical error it would have embarrassed a 10 year old! If you value your sanity and want a working bathroom go elsewhere. Hard to believe a company can be this incompetent, but that’s the only thing Bathstore have managed achieve.

I went to the Sevenoaks Branch, and ordered £1,000 bathroom. The taps on the invoice were not those I'd ordered, so I called to inform them. They don't answer the phone, so I left a message and asked to be called back. I also sent an email with the same information. As they didn't call back, I tried again 2 or 3 times. Then again the next day. I finally called head office, and within half an hour, the manager was suddenly less busy, and called me back. He promised to confirm in writing that the correct taps would be sent. Needless to say, this has not been done. I suppose I'll try again with head office tomorrow. I would suggest that you do not shop with this organisation, as there's no guarantee you'll get what you ordered, and the promised 'guarantee' is unlikely to be honoured

Bathroom was lovely at first. Fitter was friendly and courteous until there was a problem then he was uninterested and aggressive. Tiurns our he holds no formal qualifications and is actually a theif!! (Never returned to do jobs he was paid for by my friend and others) I got a five year guarantee not worth the paper it’s written on as, surprise surprise most things are only covered for 2 years however no terms and conditions were attached to said guarantee. We measured our bathroom and picked everything in store. We were then given a design image and then the fitter visited our home to ensure all would fit. We have inaccessible areas we cannot clean as the shower tray is too big fior the area, we’ve had leaks and problems with out floor tiles. The customer service experience was rotten to say the least. When I did manage to get them to call out I was threatened with a call-out fee of £150 + if the problem wasn’t theirs. They said the problem wasn’t theirs but I didn’t get a bill so therefore behaviour was threatening. I was asked to take photos of my floor tiles and email them in which I couldn’t do as they are black high gloss but they told me they were only guaranteed fior 2 years so why did they want photos anyway if they were slightly older!!! We never received any instructions with any items we bought on caring for our bathroom. Bathstore Newcastle, fitter Ashington/Bridlington area. AVOID AT ALL COSTS.

My bathroom fit started in September 16...... Schedule in fitters... send them back multiple times for snagging.....being made to feel uncomfortable in my own home... aggressive fitters wanting unfinished work signed off...electrical certificates not being handed over.... the bathroom was never checked by anyone other than the fitter until complaints went in with photographs....still no representative from the bath store will come out to inspect the shoddy work... it’s never been a new shiny bathroom like you expect it’s had sealant left all over the porcelain... floor tiles have cracked...filler panels have had to be reordered due to mastic being left on it....oh and never mind the delivery guy who can’t actually read addresses and thinks it’s a chore to remedy his mistake after we called to tell him... oh and remedial work requested in April 18 being offered in September 18.... All in all avoid like the plague.... Apparently after paying nearly £9,000 you are expected to be happy with a faulty bathroom poor decoration and £300 compensation. Who knew that’s all ithe stress and ongoing issues is worth.... Bathstore Edinburgh and the installation centre need a lesson in simple customer service it is not up to the customer to chase up on complaints... you have my money now provide the bathroom you not only quoted for but promised.

New customers beware, having had a delivery of 81 boxes for my 3 new bathrooms, I’m now being told I cannot return an item. This being a toilet that a one of their bath store designers advised us to have. Reason - as we have not kept the box!! They wrongly advised us to purchase this toilet that will not fit in our bathroom even after one of their surveyors came round to check out all of these things. This is spending over £6,000 with them. They keep telling items can only be returned in their original packaging but still expect you to check all items on delivery. I am supposing they’re expecting to store 81 empty boxes. Not sure where though.

If you buy bathroom wall panels from the Bathstore please do not open them or cut them until you seek 100% guarantee from the Bathstore that they fit together because if they are manufactured incorrectly then the tongue and groove between broads will not fit as it should and you will not be able to get you money back. How you check they are as they should be is beyond me hence getting the guarantee. We spend thousands on a bathroom and have had to buy another wall panel as they original ones did not fit together. We had opened the package and cut the board before checking though. Panels are to big to lift into place for one person and wont fit together unless you take them out the packaging! Issue two make sure you count every box on your order when delivered or you will be missing items! All in all we are now expecting delivery number 3 now! 2 weeks so far with out a working bathroom. Do not recommend the Bathstore to anyone w certainly wont use them again.

Absolute waste of time, am renovating my property (3x bathrooms) and have been looking online for a bathroom suite so have a fair idea of what I should be paying for quality branded bath/basin/toilet etc... The Bathstore in my local high street has a sale sign up it all the time, I drive past it everyday... so I thought I'd pop in and get a quote. Fancy showroom, quite impressive. Went to counter and asked for a *cheap* bathroom suite (Standard 1700 bath, basin and toilet), they showed me a basic suite which looked ok, not a known brand (Like Twyford or Armitage Shanks, etc...) their own brand I think. Sales person looked on his computer asked me if I wanted taps (I did not), waste for basin and bath (Yes)... then said "With todays discount that will be a total of £803"... (For a 1700 bath, basin & toilet) I asked for a cheap suite nothing fancy and they quoted over £800. I just laughed and asked them to print me off the quote, he then said... wait for it "I cannot print the quote" but there is a printer right behind you I said... he then replied "Yes but today is the final day of our sale and the price will change tomorrow". I then replied "So if I walk in tomorrow you would not sell me that suite for £803, he said "no our prices change daily". Comical to say the least and I would suggest anyone in their right mind should avoid the glitzy showrooms, shoddy sales tactic (Todays price?!?) and shop around online, there are some great suppliers out there who will sell you branded product for a great price. I purchased a Twyford bath, Twyford basin and Twyford sink WITH a Grohe shower mixer (Inc shower head), Grohe basin taps and a toilet soft close toilet seat for under £650 and the quality is FAR better with good manufacturer warranties.

Whilst the price and quality of the products was reasonable, the service was dreadful. Requested information was not forthcoming, store staff were unable to provide any support whatsoever, items delivered were incorrect and staff showed no consideration of customer needs or situations. I would certainly not recommend buying from Bath Store.

I purchased products for a new bathroom over a period of time in October 2017 and was very impressed with the quality of customer service given. Nothing was too much trouble and very helpful and good advice was given as to my choice of products. The advisor had a lot of patience with my many questions and concerns and put himself out to make sure I finally ended up with my final requirements, including a good price. Based on my experience i can highly recommend purchasing products from this store. I am now expecting the same high standards from the store’s installation service in a few weeks. However I do find the store’s lack of pricing on the goods difficult to comprehend and there seems to be a permanent sale on at Bathstore so one never really knows what the true price of anything is.

Had to use Ombudsman to get a refund for two taps that had a design fault, it took Ombudsman 12 months to get the payment. Appalling after sales service. Customer don’t care service asked me to fill area leaking with silicone. Long story short I would rather pull water out of a well and walk 5 miles with it in a bucket than use Bathstore taps in my house.

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Purchased bathroom open space sink and cabinet from bathstore , which has started to have the laminate flack off on the top edges of the side panels ! Now it has spread to the door and Handel area !! I phone the bath store were I purchased it from , and was asked for photoes . Which I did , and was informed that it's my fault I have installed it in a damp and wet area ?? I then commented that this product should be designed to be put in a bathroom which by its nature is a damp and wet environment !!! I now have the extra exspenc of replacing this sink unit from a outher bath room suppler ( NOT THE BATHSTOR). so much for the life time garantee???

I class myself as a very knowledgeable and competent DIY'er and have installed 7 bathrooms from scratch in my time. I set myself a high standard of workmanship and feel therefore I can speak from a position of a fair amount of experience. The quality of Bathstore products is typical of the mass production methods they employ. The carcasses are melamine faced chipboard so are no different to many other suppliers. Therefore, when you look at their prices, they appear to me to offer poor value for money. After discount a typical cupboard carcass is over £100 which, when you consider what it's made of and the quality of the finish seems a lot. Move on the the fascias and things only get worse. The one I have just installed on behalf of my daughter was the Portfolio range and a 600mm fascia pack (two small pieces of veneered/painted chipboard), after discount was £228; an absolute rip off in my opinion. I suspect they really want you to use one of their approved fitters. Therefore beware if you are planning DIY or using an independent. The installation instructions are incomplete and fail to cover all of the processes required. There is no dedicated support team; instead you need to speak to the supplying store. In my experience, the two stores I used were staffed by teams who knew nothing about the installation process. If you're lucky, you might get to speak to one of their fitters if they are in the store at the time of your call. However, don't count on that solving any problems; the gent I spoke to seemed to know very little and gave the impression that he wasn't to happy to help 'an amateur' anyway. To sum up, in my opinion, Bathstore initially impress with their showroom displays but drill a little deeper and they seem to offer very poor value for money and are not 'tooled up' to give quick support during independent installation. So, shop around and you will almost certainly find something better.

I found everything Excellant from when I first ordered to Delivery and Fitting,it was finished in time,and all the Staff very Pleasant. I would Definitely Recommend them.

Asked to take delivery of goods pre installation changed to a week earlier than agreed as supplier had messed up production so we would have to wait months if we did not take new date. 

We recently bought a cupid black marble bowl from bathstore. We were told in the show room that the basin was plain black & the image on the website supported this. However when we unpacked the product we found that not only did it have a marbling pattern, which on it's own we would have found acceptable, one of the marbling lines was such a strong line across the surface of the bowl that it appeared to be cracked. We emailed the store with pictures & the salesman agreed with us about the problem & said other people had been in touch regarding the same issue. However, because of building work we had exceeded the 7 day return deadline & the company refused to give us a refund. Please be aware that this product is nothing like it appears on the website, we understand that as a natural product there can be discrepancies but at the time of purchase we were informed that the bowl would be plain black.