“ www.betterbathrooms.com - Bathroom suites and fittings available online. „
I placed an order at the start of June and paid £50 for guaranteed delivery - on the day of supposed delivery nothing turned up and I received no contact, only when I made a call was I then told that part of my order was not in stock. It is now 5 weeks later and I still haven't received the outstanding item on the order and am now being told that I will have to wait until August although they can't even confirm that!Customer services are completely uninterested in resolving this when given the opportunity to do so - I completely regret giving these clowns my money and would urge anyone to think twice before placing an order here
This is the worst company I have ever dealt with for customer service. The centre at Leigh had about 10 customers in it when I was there. All were unhappy EXTREMELY FRUSTRATED and vocally expressing their dissatisfaction for various reasons. It was like a little community of brassed off customers.
Essentially, Better Bathrooms will not refund under any circumstances. A guy next to me at the counter had waited over an hour for his goods (a long wait appears the norm). He kept getting fobbed off until he said he wanted to cancel the order. I was amazed when they wouldn't cancel even though he had not even had his goods. They had his money and they weren't giving it back!
I wanted to return an unused item I bought 3 days earlier for a refund. No chance - best they will do is a credit and keep quoting their ridiculous customer charter.
Their customer service department is even worse. They talk over you, do not listen and are rude. Don't ring them; it is like talking to a robot with attitude. You dont get anywhere other than a headache. DONT GIVE THIS COMPANY YOUR BUSINESS. There are other companies who know how to treat customer who deserve your business.
WHAT A JOKE OF A COMPANY. KEEP TREATING PEOPLE LIKE THIS AND THEY WONT HAVE ANY CUSTOMERS.
Dave, I wish Id listened to your advice when I decided to buy from better bathrooms. Stay away you told me but I didnt listen did I? Instead I popped in to their impressive looking showroom in Manchester and got lured in. What an impressive showroom I thought (and still do), what friendly and helpful showroom staff I thought (and still do), what great products I thought (but dont anymore), what great savings I thought (but dont anymore), what a great company I thought (but dont anymore).
So where did it all go wrong? Well it went wrong as soon as I decided to order my stuff from the showroom. For a start the minute you order from the showroom and they take your money there is zero possibility of getting the money back. All they will entertain is giving you a credit note. Even if you cancel within 5 minutes of tapping your pin into that card machine they will say "sorry governor, its gone into our system now, we cannot refund your money but heres a credit note". Does that sound alarm bells? It should do? Does this kind of behaviour take place at B&Q, wickes or any other company you know? Of course not. Its disgraceful and indicative of the general attitude of the people who run this place.
Anyway I placed my order and was given a delivery time of 3-5 days. I would get a phone call within 5 days they said. It is now day 12 and nobody has called me to give me an update on my order. After a couple of days I decided I wanted to change my bath taps from a mixer tap to a normal one which is £20 cheaper. It took me 3 calls before I got in touch with anyone from customer services. Each time I waited for 20 mins but gave up. I tried email but nobody responded. When I eventually got to speak to somebody was when I learnt about the "no refunds" rule. You can have a £20 credit note they told me even though the product had not been dispatched. Today I phoned them to remove my bath, panel and waste from the order. Total value is £275 which means I now have a credit note for £295 :-(
Why did I remove the bath from the order? 2 reasons. Firstly my partner got fed up waiting for the bath from better bathrooms and bought a new one that comes with a 25 year guarantee which brings me on to the second reason. Better bathrooms baths only have a 1 year guarantee. Do yourself a favour and check out baths on the internet and see what guarantees they come with. You will see that in general they have at least a 5 year guarantee. Others have 10, 15, 20 or 25 year guarantees. Wickes baths for example have a 10 year guarantee. Now that doesnt say much about the quality of better bathrooms baths does it?
Now how about the great savings at better bathrooms? Well I have come to the conclusion that it is not even that cheap. But how can that be you ask, given that there are 60% savings to be had in the sale. Well the 60% saving is 60% off the RRP and since most of the stuff at better bathrooms is made for them they can set whatever they want for the RRP and then say "oh look at us, we are giving it to you for 65% off the RRP". By way of example you can buy the better bathrooms 1700 x 750 duo bath in the "sale" for £169.95 or you can buy one from plumbworld http://www.plumbworld.co.uk/ceramica-1700-x-750-double-2851-23692. You will see that both baths have the same measurements and look the same. The bath at plumbworld is only £129 and comes with a 25 year guarantee. Better bathrooms baths on the other hand are only guaranteed for 1 year.
The racket is even greater for the little items like bath wastes. It is natural for people when buying a suite etc. to think they should buy the waste etc. as well. Of course better bathrooms promote that concept as wll. Well the waste that I bought cost 33.95 at better bathrooms in their 60% off sale. If you have a look on the internet you will see identical looking wastes from reputable companies (ones Ive heard of) for as little as £12. Heaven knows who makes the wastes for better bathrooms. Dont fall into the trap of thinking better bathrooms wastes must be better quality because they cost nearly 3 times as much. We know already from better bathrooms baths that a higher price doesnt guarantee a longer warranty dont we? Anyway it is now thursday and better bathrooms have said they will sort out delivery for this weekend. If my bad experiences continute I may well post another review.
There was no doubt about it, it simply had to go. I had put up with the avocado bathroom suite for over a year since moving into our house but the time came when I simply could look at it no longer - when did this colour ever look nice?! We decided that upstairs we would just put a simple cheap suite in as we wanted to reserve our budget for the shower room downstairs which I want to be special, so I scoured the internet for a reasonable priced bath suite and soon came across betterbathrooms.com.
~*~ The website ~*~
When I first clicked through to the site, I was met with a ton of Sale banners and these seem to have been there for as long as I have been looking on it (over four months now) so I can only assume they have some sort of permanent sale on with a variety of products in the same vane that DFS seem to have.
The website is easy to navigate as each component has its own tabs, for example if you just want taps you click on the Tap tab which opens a menu which shows all of the taps available - slightly disappointing that you can't put any of the products into price order as this would have made it a lot easier for me to use. I knew exactly what I was looking for so I was able to navigate directly to the right area of the site, but if you are unsure I can imagine that this could be a minefield as there are so many different package options available. There is everything on this site that you would need to complete your bathroom - suites, accessories, tiles, towel radiators, taps, showers - the whole package, but I do not think that many of the prices are that competitive once you start looking around. On this occasion I simply wanted a suite so I bought a separate bath and a toilet and pedestal sink combo.
Whilst I was making my choice, I noticed a live chat option which I used to ask a simple question. The answer came back after about five minutes so I think that the question answerer actually went out to the showroom to check that the correct answer would be given. I think that this is a good idea as potentially you could be spending a lot of money on this site without actually seeing what you are buying and even though there is a lot of description included with each product, occasionally there is just something extra that you need to know. If you want to call the showroom, it is open until 10pm. There is an information section at the bottom of the site which tells you all about delivery, returns (not accepted unless faulty), contact information and everything else that you should need to know.
The site seems to be high speed and processing my order was simple. I put my items in my virtual trolley and headed for the checkout where I put in my details, confirmed terms and conditions and placed my order smarting slightly at the £35 delivery charge. I paid directly with my card and was taken via a secure site and I felt confident and happy with my order. I immediately got an email saying that my order was being processed. The next day I got an email saying that my order was being picked in the warehouse, then shortly after it was released. My order turned up on a pallet within a week where it was delivered directly into my garage with no hassle whatsoever. So far so good - good website, happy with my product choice and very pleased with the communication but it was all about to go horribly wrong.
~*~ The Products and Customer Service ~*~
I should have known better - I thought a bath was a bath and you can't go too far wrong with a standard white bath can you? Yes. This bath is quite thin and even compared to the forty year old avocado one that we pulled out, the quality is not good. My main issue with it is that it is dead flat so whenever the plug is pulled, there is always a puddle of water that doesn't want to go down the hole - a slight slant would have solved this problem and I believe that this is standard in most baths so why not mine!
The sink is fine, although it seemed to take forever to get it to line up nicely on the pedestal and even now it does not feel entirely secure, but far and away my biggest problem has been the toilet. Firstly, the bolts are plastic so it was difficult to get them completely water tight as we didn't want to put too much pressure on them as we simply didn't trust that they wouldn't break. With a hideous amount of sealant later we put the toilet in place, but it didn't look right - we spent ages moving it about and checking the floor level until we had a eureka moment and realised that the cistern was wonky. There was a 1.5cm difference from one side to the other so it looked hideous against the level grout line behind it and no matter what we did, we couldn't fix this so I took a photo and emailed it to betterbathrooms - this was easy enough to do via the website and the next day I got the same emails again - Processed, picked, dispatched. When the new cistern arrived I took it in without checking it which was stupid because it was exactly the same.
Another email and this one got ignored. After ten days and four phone calls of a promise to call me back I had had enough and asked to be put though to a manager, I was put on hold again and promptly disconnected. Fuming is not the word. I got through in the end, had my say and funnily enough a perfect cistern turned up the next day but this is not enough to make me use this company ever again and I would never recommend them. The attitude of the manager was appalling and there was not a single apology in sight - I asked what I was meant to do with the two faulty cisterns and she advised me to take them to the tip - My local refuse centre charge for disposal of hardcore since all of these wonderful government cuts so is Betterbathrooms going to reimburse me? Of course not! "it's in the terms and conditions" she spouts, but I have had a good look through them and I can find no reference to this policy at all. We are lucky in that we have fitted it ourselves but if we had employed a plumber, we would have had to call them back at our own expense because of Betterbathrooms shoddy products.
So in conclusion my experience has not been a good one and you probably get what you pay for - poor products from this company. If it had been local I would have gone into the store and made a fuss but here you are at the mercy of call centre staff who couldn't give a toss that you've got no toilet or that you are going to be out of pocket. I certainly won't be using this company again and I wouldn't consider recommending them.