Big Bathroom Shop www.bigbathroomshop.co.uk

I recently purchased a basin that comes with a wash stand. However when my plumber tried to install it the wash stand was the wrong size. The instructions in the package did not provide any information other than how to assemble the pieces and the product page did not mention the dimensions of the wash stand. Unfortunately, the plumber had already cut the pipes and had to drain my system to stop them leaking. When I called the customer service they said the wash basin is a generic one and it had to be cut to size. Apparently, I should have dig out the manual in PDF, read it and figure out from drawings that it needs customising. They also think the customer should have their own pipe cutter. The product page has conveniently had no information or caveats on this and the customer service took no responsibility for any of the incurred cost like plumber call lout fee or the inconvenience of having no basin for the next time the plumber has time to come back! There are other companies that provide similar products. I would stay away from this one!

Taken money, not delivered, and refusing to refund

Goods not delivered 1 week after confirmed delivery date. Not giving a refund until the goods are returned but they have never been delivered.

Terrible customer service. Extremely slow delivery. Poor packaging. Incompetent staff.

This customer experience with this company is appalling. Please avoid at all costs, I would never buy anything off them, ever again.

04/03/21 - Ordered the product, on their 'standard 2-5 day' delivery.

11/3/21 - I received an email saying the order had been processed - it took them 7 days to process an order! No explanation why. Again, told the delivery would be '2-5 working days'

24/03/21 - 2 weeks later, the product still hadn't arrived! No communication as to why, so I called them, again. Apparently the product was with the courier and would be delivered the next day!

25/03/21 - Courier service (Katem Transport) arrived. Solo driver who was not able to unload the shower screen or tray by himself. Expected a 75 year old man to help him unload the delivery. Threatened to return the load to depot if he couldn't get help to unload it.

30/03/21 - The bathroom fitter opened the packages and found the wall channel damaged (bent) beyond repair. This damage had been caused by the banding being too tight on the packages and crushing the channel and the wafer-thin cardboard packaging that they use being woefully inadequate. I immediately called Big Bathroom Shop and told them about the issue. The wanted evidence photos emailed to them, which I sent the same day. As I already had bathroom fitters on site, I asked for the replacement to be sent out next day delivery.

31/03/21 - I received a call, followed up by an email, that the replacement order had been sent out on next day delivery. I was told that 'Due to the impending Easter bank holiday it may take longer'. I queried why Easter would affect next day delivery, when it wasn’t Easter for another 2 days! Apparently, Next Day doesn’t mean Next Day to them, it means it will be shipped the next day and delivered the day after!

07/04/21 - The replacement wall channel still hadn't arrived. I spoke to Customer Services again, they said that for some reason the order was 'stuck in the system'. It was being 'pushed through' now, but they had missed the cut off (at 2:00pm!) for next day delivery, so it should arrive in 2 days.

08/04/21 – I got an email through the night from FedEx, saying there was a parcel on next day delivery and would be there before 12:00. The parcel was coming from ‘Limitless Digital’, I’ve never heard of them but I’m guessing that must be one of their other trading names. Miraculously, the wall channel arrived at 11:58. This time it was securely packaged and undamaged when received.

From placing the order, to receiving the all of the product, took 5 weeks! This was on a product that was in stock and should have taken ‘2-5 days’ delivery.

They offered me a £25 ‘goodwill gesture’ for the countless man hours that have been wasted while contractors were waiting for their product to arrive!

Products are cheap, that's the only positive about this company, but as with everything in life - you get what you pay for. If you are prepared to wait weeks and weeks and accept sub-standard quality product when it does finally arrive, then this company is perfect for you. Personally, I would prefer to spend a few extra quid to get product as described, when it is due to be delivered.

I had problems with 4 identical double panel radiators purchased from CheapSuites whom Big Bathrooms have taken over. I expected no sympathy when I contacted them regards the units. To my utter surprise they have replaced all 4 units, which were 4 yrs old, at no cost. No complaints here.

I bought a Tiano mitre shower,there were no proper instructions,I called customer services for help and was asked to send photo of my installation, I did this at once.No response received , either by email or phone ,I eventually sorted problem myself.the shower is at best average.I wish I had bought one from Wicks DIY.I would recomend steering clear of Big Bathrooms altogether!

Called to get a basin i knew was out of stock in another store. They told me they they had them in stock. I asked clearly twice to double check stock and they said they have it and i will get it in 5 days.

5 days later i call and they say it wasnt in stock and i need to wait 3 weeks.

My job was on a very tight timescale and got fined for over running.

Staff and customer service are very poor. Just want your money and aren't there to provide a good service.

DO NOT USE PRODUCTS ARE SUBSTANDARD!! CUSTOMER SERVICE IS NON EXISTENT

If you are reading this and are debating getting a bathroom suite from BigBathroomShop.co.uk I would strongly advise you look elsewhere - you will save yourself money and a lot of unnecessary stress.

We purchased a complete mid-range bathroom suite and fittings from BigBathroomShop.co.uk 13 months ago, the bathroom was for a property development and as such was professionally fitted by certified professionals.

The house was vacant for a further 4 months after the bathroom suite was fitted as refurbishment and renovation on the rest of the house continued.

After 8-9 months of non-heavy use (there is only two of us, both professionals, both working long hours full-time away from home) the bathroom suite has started to break apart!

We contacted BigBathroomShop.co.uk expecting them to replace the part(s) under the Sale of Goods Act 1979 which stipulates that goods supplied should be of "satisfactory quality, fit for purpose and has lasted a reasonable length of time". BigBathroomShop.co.uk official stance is that a bathroom will only last 12 months!!! This is in contrast to the original bathroom suite we had previously removed that stood the test of time for almost 60 years.

To add insult to injury they then accused us of breaking the part in question - I quote a communication from one of their representatives 'Naseem', no surname was given - "the unit has been mis-used".

The part in question is an internal mechanism for the toilet cistern, how we have "mis-used" it is beyond me. It is now going to cost us £100's to get the part replaced and fitted - not to mention the huge inconvenience of not being able to use our new bathroom suite - we have been forced to resort to using the downstairs lavatory (which has been there for 60 years... and might I mention, still works...)

PLEASE PLEASE, do yourself a favor and look elsewhere, BigBathroomShop.co.uk is a rubbish outfit hiding behind a "shiny" website, which I'll add for completeness didn't work when we originally tried to order our suite. The website proclaimed they did not offer a delivery service in our area - we live in England's second city... Birmingham... this was after hours of finding the right suite adding it to the basket, and attempting the checkout three or four times. We ended up having to phone them up to continue the order... now I really wish I had not have bothered and have taken my custom elsewhere.

Buyers beware.

We bought over £800 of shower products from Bigbathroom, the tling in our bathroom was delayed due to delivery of tiles and when our plumbers came to fit the cubicle it was over hung the tray by 3mm. In the cubicle fitting instructions it says the tray lip must be a minimum of 70mm the tray the sent was only 65mm,if it was 70mm it would have fitted. After contacting Bigbathroom and explaing the problem we had we were told our money back date was out by 6 days,we explained we only wanted to exchange for a cubicle that would fit and were told bluntly,no returns or exchanges so we would have to keep the original one and purchase a new one.

We accept we were out of our refund date but no compassion,help or compromise were offered. This place should be avoided at all costs awful aftersales customer care that just wants to take your money and sell you products that don't have manufacturers given measurements.

Avoid at all costs.

Ordered a bathroom basin and vanity unit. The appearance was not we expected. They accepted to take it back at a cost. Took it back, it is nearly a month since the item was returned in good condition. Lots of apologies from them for the delay in payment, but never saw the money back.