BathroomsByDesign Reviews 195

"I highly recommend Bathroom by design and in particular Chris at Richmond showroom for their excellent customer service. The team was professional, responsive, and exceeded my expectations throughout the entire process.
We genuinely appreciate their responsiveness, professionalism, and the thoughtfulness during the design process backed by a 3D software which is unparalleled in the bathroom industry . Bathroom by design bring value to the bathroom industry . “

Informed, good product range, good ideas from Jacob in Richmond, we're extremely pleased with the service that we received and the bathroom we've ended up with!

After reluctantly accepting my partners requests to get a new bathroom, we went to bathroom by design because of the good things we have heard. From start to finish, we are glad that we chose them to design and supply our bathroom. Nicky’s efforts were faultless to a T. She was professional, friendly and always went the extra mile for us. The prices compared to the quality were great! We couldn’t be happier and I think I found my new most favourite room in the house! Thank you so much!!

Nina in the Fulham showroom did an amazing and thorough job of designing our new bathroom. Her drawings were incredibly accurate and made the best possible use of a tight space and by communicating dimensions that the builder could follow whilst he removed walls and laid new pipework.
She specified and provided LED lighting around the bath and under the basin unit to beautiful effect.
The builder was able to get advice on how to install some items he wasn't familiar with and the result is a triumph and we couldn't be happier.
For the record, I ran a bathroom installation team of my own 20 years ago and I have had to deal with a lot of plumbers and bathroom suppliers.
I would unreservedly recommend this company and their courteous, efficient staff.

I have been using local showroom to refer clients for bathrooms supplies. A top end selection at vary good prices. Very helpful with design and material selection. Thank you

Nicky is the best bathroom designer and great with customer service. We have worked together on a few bathrooms and she is easy to deal with and very organised! We have recommended Nicky to our family and friends because of the service we received. As the saying goes “people buy from people” and we bought because of her.

Please do not waste your money, and time with this poor excuse of a business.

In summary:

- EXPENSIVE AND POOR QUALITY PRODUCTS
- MISSED DELIVERIES
- MISSING ITEMS
- WRONG ITEMS
- INCORRECT REFUND AMOUNT
- INCOMPETENT AFTER-SALES TEAM

This is a long post but worth reading if you’re in two minds about buying from them. Or if you’ve already made the same mistake, my advice is to just keep on at them and keep records of everything, as they sure don’t.

I honestly should have cancelled the whole project after reading the reviews about them. Companies can pay for good reviews, but bad reviews are usually based on real experiences as it takes time for people to write reviews, so if a lot of people are saying the same/similar things - it’s worth paying attention.

Sadly, I know I will not be the last person to experience such terrible quality products and services. Still, hopefully, my honest review will help some people avoid making the same mistake.

Like most other product-based businesses, they’re good at selling. However, as soon as you pay for your order, the responsiveness and promises of additional perks disappear.

The proposed designs are more aesthetically pleasing than practical. My builders had to do a lot of workarounds based on the products sold to make it work. Knowing what I know now, I would 100% just work with the builders to buy all the items at places like Victoria Plumbing and Amazon (you can get good quality brands at reasonable prices with quick, hassle-free replacements and returns), which would be so much cheaper and a lot less time wasted and less stress all around.

I was sold items that weren’t needed (I’m not an expert, so I didn’t know what I needed), but the salesperson (Chris at the Richmond branch) sure knew I didn’t need them. I picked out items in person in the showroom, but wrong items were sent, which apparently was my fault as I didn’t check the product code name. I thought when you physically select and point to products with the salesperson right next to you - that so-called salesperson would be able to write down and place the order for the correct items, but I was wrong.

Returns (from the company's mistakes) need to be made in person (2 hour round trip) or get charged pretty much the value of the returned items for them to arrange a pickup.

Unsurprisingly, getting a refund was a tedious and time-consuming task. After two weeks, I called to ask for an update and was told they didn’t have the return record on their system. Fortunately, I always keep my paperwork, so I sent them a copy of the return form - I even took a photo of the person receiving the return at the warehouse as, at this point, I just didn’t trust this company.

The worst part is their so-called after-sales team. I proactively had to keep chasing (Imogen) from deliveries and returns through to refunds over the past couple of months.

After messing up my 2nd bathroom delivery (missing items with no ETAs) i decided to cancel the order. It took weeks for them to confirm the refund, and even then, the total amount was incorrect. I had to itemise all the products with the associated costs and asked them to clarify the discrepancies. Again after more chasing, I received a response saying the difference in the refund amount would be processed, but there was absolutely no explanation or apologies for the blatant act to shortchange me. They honestly didn’t think people would check, but they tried with the wrong person and got caught this time.

To say I’m disappointed and frustrated that I paid any money, let alone so much money, to this company is an understatement.

Never again!

To Bathroom By Design team, I’ve given you countless opportunities to set all the issues right over the last couple of months, however disappointingly though unsurprisingly you have failed to do so on pretty much all the occasions.

Please do not just respond with your meaningless generic apology. If it’s not apparent, at the stage where people are writing negative reviews, it means that you already missed multiple chances to rectify the situation. It shouldn’t take this for you to suddenly want to be ‘seen’ to be doing something. You need to improve your business operations and the quality of the products you sell to avoid ongoing negative reviews.

What a disappointment! We used BBD in our previous house, so when we moved and our builder recommended BBD it was a no brainer. Sadly things have deteriorated since we last used them. We ordered 2 bathrooms, both came with missing parts or the incorrect items, We have been doing all the chasing, calling them, even going to the warehouse to return and pick up items. We were left without a bathroom for 3 weeks. Hisham made it clear that he took no responsibility beyond the design, the warehouse is struggling to know what is being delivered, the after-sales team lacks of pro-activity. We currently have 2 incomplete bathrooms. They expect us to check the delivery, but there is no way to know what is missing until it is actually fitted (waste pipe, wrong toilet seat, missing fixings....). A complete disappointment and very poor service. We will not recommend them again and our builder is unlikely to do the same in the future. We are still awaiting of parts and a refund.

Leaving another 1 star review as Bathrooms by Design have tried to mitigate our complaints by saying you’re only allowed to make one complaint per order! Hilarious! I would recommend you go anywhere else for your bathroom needs.

The Brentford showroom simply has the most pathetic customer service you can get. Incorrect part sent by the showroom, yet no attempt to correct the mistake by sending a replacement, I had to personally take the incorrect part back to store and now despite multiple reminders waiting to find out when the replacement will come, all this while the builder is waiting for the part. They forgot to send part of the order and when they realized it they did not have it in order and again took multiple emails and phone calls to arrange for it. Broken mirror cabinet which will take more than 2 months to replace. I can go on and on. Just simply avoid these branch

Chris A. at Richmond branch was absolutely fantastic at putting together a wonderful design for us. Highly recommend (and already have done!)

Bathrooms By Design is a class act.
Stuart in the Richmond Branch was extremely efficient in helping us choose a perfect bathroom. His advice was spot on, and we are delighted with the result. The products are of the highest quality and all our dealings with the company have been excellent.
Our building company was Martix Ltd. I can thoroughly recommend them. Ivan’s team are very professional and their work is to the highest standard.

Jacob was so very helpful in his advice, and the software they have created gives one an immediate overview of what the final product will look like. Both offer a boon to moving on.....!

I was recommended to check out BathroomsByDesign before I committed to alternative options. It was the best advice I received. I received great advice on options for my bathroom from Chris when I visited the Richmond showroom. There was many options available in store which made making a decision much easier. The after sales support from Mohammad was second to none, he promptly replied to my requests and provided an excellent customer service.
Thank you so much guys.
Therina

I highly recommend for anyone to consider Bathroom By Design and to speak with Jacob Dean, who was extremely helpful and approachable on the bathroom design we wanted, about what our needs were, our budget and could work or not for a new bathroom in loft conversion. The Richmond showroom had many of the items on display and if it didn’t, Jacob was kind enough to find an alternative and adapt to what it may look like and even size for comfort. Finally, we were working directly onto a digital virtual platform which then can be downloaded onto their app and you can share your design in 3D to the contractor. Payment options were also fair based on their policy. I am definitely going again to do my first floor family bathroom & ground floor toilet. Thank you again Jacob!!!

Using them for 3 bathrooms and cloakroom.Poor communications, cancelling appointments an hour before meeting, told incorrect lead times promised, not a lot of thought going into design( just using previous arrangements) emails/ calls not answered , incorrect items sent and items damaged which then had to be continually chased up to be replaced.

Great design service and good quality products. Products can be sourced individually online cheaper, even after discount. But convenience for sourcing all from one supplier in one order can be an advantage. The problem is customer service and being able to speak to someone for missing parts/incorrect orders. Its nearly impossible. This is a massive inconvenience for helping a builder/plumber plan their time and work (something we all would like to see improve - and now we know why its so tough for the trade). A product is only as good as its service - so from my POV, 1*.

We needed a replacement for our Vado tap purchased 10 years ago from Bathrooms by Design. Mohammad contacted the company immediately, kept us up to date with their response and we received a brand new replacement tap free of charge 6 days after our initial enquiry. Mohammad could not have been more helpful.

Great Design and consultation service on two bathrooms. Love the digital experience and design choices available. Very happy with the quality of the products selected, the quality is 100%

Visited the Fulham showroom as well as virtual meetings and had a good experience throughout the design process. Tile selection was pretty limited but they stock good quality products (Bette baths, crosswater taps, as well as some brands that I'm pretty sure they manufacture themselves so watch out for that). Post-sale the experience got much worse. Ultimately half of of the products I ordered for my new bathroom weren't delivered on the agreed delivery date with no prior notification. I ended up with trades people on site without the ordered products to fit leading to the whole project being delayed and costing me significantly more as I had to pay for additional days of labour. Bathrooms by design were a nightmare to get hold of (especially the delivery/logistics team) often rude when I did manage to speak to them as they didn't take any responsibility for the delays and never followed through with the promise of a feedback/follow up chat to discuss the issues and provide appropriate compensation. The 3D design service is quite helpful but not worth it, you can get the same products and much better customer service (and probably better price...) elsewhere. Avoid if you can, really disappointing!