Aqva Bathrooms Avis 1 504

I ordered a sink online for which they took immediate payment. A day later they informed me this item was discontinued, even though the listing did not show this. I had to contact them several times in order to get the promised refund. They are a lot quicker to take your money than refund it and need to remove discontinued items from their website promptly!

26 emails over 52 days to try and get a return and refund processed for a misdescribed and faulty item. The support staff at Aqva Bathrooms did everything they could to delay my sending the the item back before the statutory 30 day period allowed for under the Consumer Protection Act 2015. Having sent the item back by Royal Mail Signed For service with supporting photographs, the support staff at Aqva are stating that because I sent the item to Aqva's business address as given on Aqva's web site and not to the "returns" address (which Aqva refused to provide) Aqva's position is that it cannot give a refund because they have not received the item. Trading Standards should investigate this company as Aqva appear to be acting in a way incompatible with UK law. Do business with Aqva Bathrooms at your own risk.

Really disappointing customer service. I bought a seat for a toilet which was paired on their website but which proved to be too small and they just wouldn’t replace it. Also found toilet was missing floor fixings and flush pipe seal. What seemed good value will prove to be expensive

Garbage service. Placed an order on April 7th, it was dispatched on the 17th. If you can't fulfill the order within 48 hours you should give your customer the option of a refund.

This company advertises stock that is does not possess. Sales Staff - extremely unhelpful. False advertising for the purpose of dishonestly obtaining money from customers. Not ready to refund orders that they cannot supply which have been paid for in full. DO NOT USE THEM - I WISH I HAD READ THESE REVIEWS BEFORE PLACING MY ORDER

We ordered a sink basin at the end of January. By February we received an email saying it wasn't in stock but should arrive mid-February. The website did not say it was out of stock. It is now March and still no sink and when I phone them no-one seems to know when a sink will arrive.

Ordered sink for disabled sons wet room payed extortionate extra postage when it arrived occupational therapy said it was unsuitable asked for return told would have to pay extra 200 even then if it did not return within seven days no refund would be made

Actual delivery time longer than original webpage suggested. Only one item of two initailly delivered. A muddled and unprofessional response but delivery eventually resolved. Second item had been unboxed and scrappily repacked with missing items and torn installation instructions. Really poor follow-up via email "support" line. I resolved tthe missing items independently.

Very poor service, please do not use this company. I cancelled order before it was even delivered due to poor service and they are still holding onto £700 of my money I have had to raise a dispute with my bank. They lied and said it had been processed when it hadn't and HIB do not help or support you either, they just say speak to our reseller.

The aftersales service very poor. Became obvious that the person on telephone duty was unable to deal with the matter put to them. Delivery an entirely different matter. If anything, it was too fast for my circumstances. But for delivery generally I would provide them with FIVE STARS.

Avoid this company if possible. They refunded me only for one item from two which I returned. After many emails and weeks, I made a case on PayPal and PayPal refunded me.

In details, I ordered 2x Vitra flush plates which surprisingly were not manufactured correctly and the plastic was bent. I sent photos, my return was accepted and the plates were collected. They refunded me only for one plate. I asked and then demanded to be refunded for the other plate and the delivery cost in accordance with UK law. They were only sending me promises that they will refund me but after more than a month of waiting this has not happened. PayPal refunded me. If you start a case via PayPal please watch for any emails in the time period which they will give you. You will need after the initial review by PayPal to escalate it to a PayPal claim.

Avoid!!
Really disappointed by this company! Ordered several bathroom items spending quite a bit of money. One of the items was a shower pack. On receiving we discovered the shower valve & shower hose was missing. We then wasted 2 weeks phoning & emailing this company getting nowhere. Each time we contacted them they said they’d look into it. We had to send pictures of parcel etc. As we approached 2 weeks with no answers (and were at risk of lost our slot for plumber & tiler) we decided to ask for a refund. We agreed with aqva & they emailed asking us to give them a date for collection. We replied saying they could collect the item on the Friday. We then received an email from the same person (well the same name) saying they were dispatching the missing items!
We received a parcel on the Thursday (only containing shower valve!) we were in all day Friday & no one collected our return.
I emailed the company to complain. They did not acknowledge my email! They replied to say if we wanted refund we’d have to chose a day they could arrange collection! Their mistake but we have to take more time off work??
My husband contacted the company to say we haven’t received the shower hose & they have reply to say their records show it was dispatched! Yet again we’re expected to send them pictures!
We are out of pocket while we wait for refund. We ordered the parts elsewhere and received the following day otherwise we’d have missed our slot for plumber & tiler before Christmas.
Disgusted by the customer service. There’s no acknowledgement of their mistakes & we are constantly trying to chase things up. We’re also expected to wait in all day for collection.

Avoid at all costs. “In stock” toilet delivered 3 weeks later without notification so I wasn’t in to receive it. £50 re-delivery charge or refund minus delivery charge. Scam.

The Vitra small wash basin I ordered went through very smoothly and delivered on time.
The only issue me and my wife have is that the white basin looks grey against all the other white fittings and cupboards around it.
It looks like they have the white pigmentation wrong?.
We will live with it!.

Avoid, Avoid, Avoid using AQVA at all costs. The worst company I’ve ever dealt with.

Item turned up faulty (defect front drawer on vanity). And refused to offer any resolution.

Actually in Violation of the consumer rights act 2015 by not offering any repair, replacement or refund.

Supply from a distributor rather than actual manufacturers thus cannot actually be sure they are not selling factory seconds.

The very worst customer service I’ve ever experienced.

Will proceed with action via credit card company and via the courts.

Beautiful tiles. Well packaged and fast delivery

Tried to purchase a bathtub from this supplier. Pricing on the website was deceptive, all options required additional money. Secondly, I knew it would be a difficult delivery compared to small parcels so I provided two phone numbers expecting to get a call prior to delivery and another one once at my address. Did not receive any calls during the expected delivery date so I phone Aqva up around 17:00. I was told that they would investigate and get back to me. Next morning I received an email saying that I had missed the delivery and that I would be charged for redelivery. I phoned up to clarify the situation and after a lot of chasing I was informed that the delivery driver had phone three times yet I received no missed calls or voicemails on either phone number I provided. They insisted that redelivery would require extra cost and would not budge. Even though the product was delivered direct from their supplier they would not listen to me that the delivery was not made.

After a week of back and forth I cancelled my order expecting a full refund as per current consumer rights. I was informed that they would not refund the delivery charge in breach of my consumer rights. I had to go through paypal to get my full refund. Absolutely awful business practices and customer service.

DO NOT RECOMMEND

Very efficient service and excellent value. The hinged return screen extender we received was exactly as described and has made a big difference to the bathroom as we hoped it would

I must say this is probably the worst customer experiance I have ever had. The product I wanted was out of stock however took me ages to get my money back. Despite chasing daily it took ages to get what I was owed. I cancelled the whole order as one big element out of stock and despite getting a confirmation e mail back, they still delivered the toilet. I must have sent 20 e mails, just be aware, the price is good however the customer service is shocking, it did not need to be that stressful and for all the problems just offers £15 good will gesture………..good price but need a lot of work on after sales care