If you are considering a bathroom re-fit with Dolphin Bathrooms, I urge you to reconsider. I have just had an en-suite installed by Dolphin bathrooms, and the experience has left me bewildered. I actually can't believe these people are still operating and I feel a complete fool to have been sucked into their marketing.

A 'designer' came to our house back in January, keen to sell us a design and commence the work immediately. Actually, customer care came back to us with a date 8 weeks later, and that was just the beginning.

I'm ashamed to write that the work cost £9k - it wasn't worth £5k - and I'm being kind.

The first installer left me speechless, tiling that looked like a chimpanzee had done it, (amatuerish tile cutting, grout smears over the slate grey tiles, over wide and uneven grout lines - why use the provided tile spacers when you can just guess!!)

2 days arguing over a shower niche, while he was convincing me to get a metal holder - basically couldn't be bothered.

and the solution to a too small a shower base? - build out the cubicle wall, at a width loss of 6cm, which resulted in the shower door not fitting, not to mention the visual impact.

After 7 weeks of this, instead of the advised 2 weeks, and numerous complaints to Dolphin customer care - we were eventually provided with another set of fitters - these are the guys that put right all the botched jobs - yes they actually have a team for this!! we were the fifth customer that this previous fitter had let down - why do Dolphin keep employing him??

The job has been done to a standard that I would describe as below average. I have had to call them back twice - to fill a big gap between the ceiling and the tiling in the shower cubicle, to correctly fit the bathroom furniture, drawers askew, to fix our shower - previously ran on cold only! and the grout lines are uneven and range from 3mm to 7mm thick!
After having the first installation ripped out, and a total of 10 weeks of chaos, I'm afraid I whimped out of asking them to re-do the job again - I just couldn't face the mess - this is what Dolphin rely on!!


I have been in business for over 12 years, and I fully understand that people let you down - it's how you handle it that matters. Dolphin handled our situation appallingly. We were promised an on site project manager and project coordinator at customer care every step of the way to check on standards and progress - we finally had contact with these people after 8 weeks of crisis - please be warned...when things go wrong, you are on your own and only after threatening court action did we receive even a flicker of interest.

The communication between designer, surveyor, fitters and customer care is non-existent. The customer care staff are completely disinterested in any custmer feedback, never mind complaints. The on-site project manager seemed more interested in moaning about how much money they had lost on our job, after delivering an over-rehearsed apology speech.

I have never felt the need to complain about a company on an internet forum, preferring to iron out differences with the comapny direct. However, when a company's parting response to our completed work is to send us a letter offering a £100 voucher if we recommend them to a friend...well it says it all really!!