We placed our order for a bathroom refit and the builders arrived on 28 November 2016 to fit it in time for Christmas. Nearly four months later we are still waiting for the job to be finished. And compensation.
So what went wrong? It was a combination of incompetent fitters, no supervision, poor quality product and little urgency.
• The builders arrived without any drawings or information and were ready to rip out the wrong door before we stopped them
• They removed the toilet on the first day and would have left it on the front lawn if we had not insisted that they replace it temporarily, each evening, for three weeks
• The tiles they put up were a mess with steps and irregular gaps and no thought to layout - horizontal and vertical joints did not line up
• The plumbing above the bathroom was a birds nest of assorted, mismatched pipes
• The flood. My wife heard the pump running and went into the bathroom to see a leak from one joint under the bath. The leak then became flood of hot, pumped water when the joint came apart
• The ceiling fell in. They had skimmed the ceiling without cleaning it first and the plaster fell down when they began to paint it
After two weeks of us supervising the builders every hour to stop the worst mistakes we persuaded Bathstore to do something. Keith spent three days making the installation safe - there had been joints that spurted water if you touched them lightly. We had an almost- flushing toilet, a wash basin and a narrow bath in time for Christmas, but no shower and we used a fan heater to keep the room warm.
In the new year Emil and Nik stripped out all the fittings and the tiling and started again, beginning with a new ceiling. Their quality of workmanship was excellent but it was let down by the Bathstore products: cupboard doors that are warped, glass shelves that are too long for the cupboard, an intermittent shower pump, a bath where the water collects around the rim next to the tiling... All these can be fixed but Bathstore has taken a leisurely approach and we are still waiting for some.
We dealt with a director (Liz Lakin) and a divisional manager (Andy Barnes) and a regional manager (now left) and two people in the support office. We soon learnt to copy all of them in emails because a message to one did not get passed on to the others. Don't assume that people at Bathstore talk to each other.
Bathstore offered £500 compensation as a maximum and said that a higher amount could only come through the Furniture Ombudsman. We have doubts about the effectiveness and independence of this ombudsman - see this article in the Guardian (https://www.theguardian.com/money/2011/dec/02/complaint-new-furniture).
We now have a website www.bathstory.co.uk with all the gory details and links to contact people at Bathstore. Have a look.
The sales and service before we had the installation were great. However 18 months later with a leaking shower cubicle we haven't used for 9 months we are completely fed up. They have washed their hand with helping us and are blaming the installation company despite me sending numerous videos/pictures of the leaking cubicle. My advice would be don't bother using this company as all they are interested is taking your money and as soon as they have got that they are not interested.
Now we have an additional problem with a stain on the ceiling of the room below. After investigation this stain was found to be a cut of pipe which goes out of the outer house wall into the sewer pipe. On flushing the loo toilet contents then back flush up this pipe under the loo floor and is now dripping through my lounge ceiling. I'm not even going to bother ringing the Bath Store as I'm convinced they won't be interested.
We totally forgot about it until we noticed the invoice and were curious to know! and guess what, 17 days after the money still yet to be refunded. We went to the store, they blamed the bank....still waiting to get our £530!!!
Failed to spec correct items. Suggested quick fix solution to cover up mistake. Did not work. Technical team said would never work! Wasted additional three days of plumbers time fixing their mistakes. Lost plumber to another job. Failed to deliver on time. Failed to deliver correct items. Failed to collect wrong items, twice. Promised to address by paying additional plumber to reinstate bathroom. Secured additional plumber. Now refusing to pay plumber, as costs are too high. Still homeless as only have one bathroom and all their fault. Will write to MD today. The Bathstore Promise: We will expertly design your space... FAILED! We will deliver what you expect, when you expect... FAILED! We will honour every guarantee and deal with any issue swiftly! This one is laughable! FAILED! A service you can trust... NO! We will be happy if you're happy... well we're not. How about - We will fix this?????????
We got our bathroom suit from bathstore Oxford.It was missing items and simple things like the drain for the bath tub. It should be obvious to the sales assistent that such an item is required. They were too busy to help us when we called about the missing items. We also bought splash panels from the store but they were warped. They could not be put on the wall. They would not replace or exchange. I had to have numerous calls with the store manager, area manager and customer services, which is anything but. All were unhelpful. After numerous calls the panels were replaced but the whole thing took 3 times longer and a significant more money to complete. I woul dnot recommend. Go to a local company that cares about it's customers after taking your money. The nationals don't.
Quality of products are extremly poor, very weak and paint work finishings are terrible.
Never get the correct products that we ordered, always backwards and forwards trying to change things.
Some products broken, so again had to go back.
Bathstore's installation company (currently named 'service/men solutions LTD') If not mistaken as i know they have been named by other titles previously.
Although the fitter was hard working and very polite, he unfortuanately left us with many problems, and still a lot needs doing. I would NEVER recommend the installers they use, as it would be thousands cheaper to get a rated plumber/fitter in.
When trying to complain, it's odd as bathstore blame fitters, and fitters blame bathstore, no one want to take resposability, all they want is your money and god no way are you gonna get it back, no matter what mistakes they make!!
The stress was awfull, and all for a cost of around 8K with fitting costs and products/tiles ect, most of which are just a mess, and left looking as if an amature came in.
I wish i had listened to all the reviews on reviewcentre and trustpilot ect, but i didn't and so it's too late for me now, but not too late for anyone else.
I would (like soooo many others) NEVER EVER EVER recommend bathstore OR there installation company.
Bought some goods from Bath store Southport whilst in the area for the day. However, I needed to return the goods due to them being the wrong size so took them to my local Wigan store. I was met by a woman, why clearly requires training in customer service. I explained that I needed to return the goods and she went on to say that I need to return them to the store they were purchased from due to some issues that their computer invoicing doesn't match. Although I think it is ridiculous that a customer needs to travel 20 miles and apology for any inconvenience would have gone a long way instead of the stony faced, tough s--t look she gave. She then said that I could call the Southport store and arrange a collection and I should receive my refund in about 2 weeks after the good were returned to the warehouse; no timescale given for this. I asked if she could call the Southport store which she did without success but wouldn't an offer of this call made all the difference. As someone who works with the public every day I was amazed to come across such an unprofessional attitude to customer carer. I will try to arrange a collection, when I can be at home, or will have to drive to the store. BE AWARE OF WHERE YOU PURCHASE FROM IN CASE YOU NEED T RETURN.. PERSONALLY I JUST WOULDN'T USE THEM.
omg i have had nothing but stress after dealing with bath store st Helens ,they planned my bathroom and spent over £2 000 and they sold me a £250 radiator that wouldn't fit in my bathroom which they said would ??? and now wont refund me .i have been back twice before that as they added valves and never asked me if i needed straight or angled .they also included an arm for my shower coming out the ceiling then had the cheek to deduct 20% off to change them even though it was there mistake and all the items were still in there packaging .DONT PUT YOURSELF THROUGH DEALING WITH INCOMPETENT COMPANY !!!!!!!!!!!!THEY DID ALL THE PLANS AND EVEN TRIED TO SAY I HAD MEASURED MY BATHROOM WRONG ,MY RADIATOR WOULD OF BEEN BEHIND MY DOOR ON THE WALL !!!!!!!!! WROTE ON THERE FACEBOOK PAGE AND THEY CONTACTED ME ASKING ME TO SEND ALL MY INVOICE NUMBERS ECT GUESS WHAT THEY NEVER GOT BACK TO ME .I THINK THEY ONLY POSTED THAT FOR OTHERS LOOKING ON THE PAGE TO THINK THERE CUSTOMER SERVICE MUST BE SORTING IT WELL NOTHINGS CHANGED STILL WORSE SERVICE CONSIDERING IT WAS PLANNED BY THEM NOT ME /WOULDN'T LET THEM PLAN A KIDS PARTY !!!!
We'd purchased a new shower enclosure, tray and fittings back in November for £1300, which was delivered and professionally fitted mid-December. Shop staff were friendly and helpful. The tray was fitted onto a solid waterproof-lined and tiled floor of a wet-room, which the previous owner had newly installed. But did not have any glass screening and thus too messy with water splashing all over the bathroom to keep clean.
Eight months after the shower tray and enclosure installation (August), we noticed three very fine spider-like cracks emerging from within the shower tray surface all within a 20 cm radius of each other. Called the shop who asked me to email photos of the problem, which they'd forwarded onto Bathstore's technical department. Subsequently heard nothing for a month, then chased-up and then about 3 week later the store called back to advise their technical department said that they believe the cracks were caused by the customer and would not do anything further.
I called the technical department and spoke with the manager, who vehemently insisted that we had caused the cracks by having dropped something on the shower tray. I'd advised that we had not done so and that these weren't indentations, but emerging from within the shower tray surface. The manager then said that "shower trays just don't crack, you must have caused the damage somehow, as my documentation says so." I asked him to pass (email a copy) of the documentation so that I could review it, he said it's for his reference only and wouldn't provide a copy. I asked what can be done now, to which he replied nothing and that it would be down to me to replace the shower tray since we'd damaged it.
The technical department manager was rude and arrogant, made a judgement without providing any evidence on the reason of the cracks. No one visited to inspect the issue. I wrote the customer service manager who wrote back that as far she was concerned, that I had discussed the matter with the technical dept manager and that was it. The tray has continued to form more cracks and started forming lumps across the shower tray surface. From what I can see is that the shower tray is either faulty or very poorly constructed and thus did not even last 9-months after installation. Very disappointing experience, it was the first time I'd purchased anything from the Bathstore, definitely never buy from them every again after this experience.
The Bath Store
We are looking at getting our bathroom brought up to date and I thought I would go in to the Bath Store to get a quote.
I found the store a bit confusing as the layouts were a bit jumbled and seemed to be crammed into the store. I had a good look around and came across a member of staff with two cups of tea and he was taking them to the staff desk. I walked around for about 10 minutes before the same person came back to me to ask if he could help me.
To be honest I felt like I had interrupted his tea break and what you have to consider here is that I was the ONLY person in the store. Granted it was a Wednesday afternoon and I guess not an expected busy period but I felt that the service wasn't quite there.
With the member of staff I looked at several options for the bathroom and settled on a product that I liked. The range is vast and I felt they catered for the modern, traditional and speciality. The good thing was that - within reason, you could mix and match the taps etc for the units. They also do a very informative colour brochure that has all their products listed and is of a good quality. Although slightly heavy.
----Sit down service
I was asked if I had time to plan my bathroom on their bespoke software which was good and made me feel like I was getting a bit of service from the member of staff. It showed where I could put the three piece unit I had chosen and what sort of room I would have left over - I had the dimensions of my bathroom before I went in.
This was printed out for me and I was given a copy all free of charge and it was produced in 3D as well - which looked OK but a bit cell like as the bathroom isn't large and only one window.
The overall price for the bath, sink and toilet was over £700, I felt this was expensive as I had priced others both in other DIY stores and the internet and similar units were several hundred pounds cheaper. I was called about a week later by the bath store asking if I had thought more about the order and offering a "one time only" 10 % discount on the original price. This was on top of their sale price that they were promoting.
Service was slow to start but got better as the visit went on and the range is very good. The software was quick and easy for the member of staff to use and having a plan is always a bonus.
Crapstore.comTotally unacceptable as I ordered a shower head which was due to arrive 3 weeks ago and, despite me chasing them everyday it is still missing. Their only suggestion is that I cancel my order. Difficult as it is replacing a Bathstore showerhead that broke after a couple of years - in store they've told me only to expect them to last for a year.What a shambles.
Recently, our shower broke. We came home and it was continously running, the only way we could stop the water was to turn it off at the mains. For those who know about showers it was the exposed thermostatic shower valve that had broken, for people like me it's the bit with the handle to turn on the water and adjust the temperature.
So, off I went to the local Bath Store which had been advertising a sale on
TV, hoping there would be a suitable shower valve with money off. I took the old one with me as I'm not an expert at these things.
The staff in the store were polite and helpful and had found me a suitable
replacement within 10 minutes. I left the store happy with my purchase
which had been £199 in the sale, reduced from £249. The order arrived a few days later.
However, it soon became apparent that what they had sold me was totally
unsuitable. Once I got the package home I could see that the width between the two pipes was not the same as the old model (you cannot check this accurately in the shop as the valves are displayed attached to the wall), I called the plumber to double check and he confirmed that not only were the pipes a different width apart but they were also 1/2" diameter whereas my old model was 3/4". In summary, an entirely different size, to fit this would have necessitated taking tiles off the wall and moving the pipes - a big job.
So, I returned the product for a full refund which a week later still isn't
back in my account (I have been assured it will be there within 10 days).
It seems that the staff, although friendly and polite, don't know very much
about the product they are selling. With such technical products, you really
would expect the staff to have been trained to a level where they can advise customers on a suitable replacement for a model they have in front of them!
I have to say with hindsight I feel like they just wanted to get a sale even
if it meant the product would be returned as unsuitable. Maybe their
commission/sales targets are based on sales regardless of refund.
In complete contrast to this experience, I then went to Jem bathrooms in
Greenwich, the man there said straight away that there was nothing wrong with the valve exterior, all I needed was a new cartridge to put inside.
He gave me the customer service telephone number of the manufacturer and model number and said if I had any problems to ring him. He did this even though he could have sold me a new, exact match which would have put £275 in his till.
I rang the helpline of Hudson Reed (the manufacturer) the next morning.
Within 2 minutes I had a brand new cartridge on it's way to me absolutely free of charge, didn't even have to pay for the delivery. Extremely helpful
customer service and a saving of £275 (which is what a full Hudson Reed valve would have cost). Brilliant.