Bathroom Brands Avis 

Bathroom Brands owns Crosswater.
I spent over £1,000 on UNION brassware, code UB2000LBPU_LV,
One handle screw failed. I opened case 00841446. The answer was a made-to-order lever, KRC3332ISN_1, via the retailer. The retailer and Bathroom Brands then pointed at each other. The fallback is a £130+ plate with a new handle.
That is not aftercare. That is a catalogue with no bin of fasteners.
A 15-year guarantee that cannot produce a screw is a line in a brochure. Anyone specifying bathrooms should ask, in writing, whether individual fixings are stocked before they commit a client to this group.
I want the screw and in brushed brass. Not a new trim.

I bought a burlington shower almost 10 years ago- it looked high quality and worked well until this year, when the 1.5kg metal inner part of the drencher shower head fell out onto my head (quite a shock under water pressure from a 2.7 m ceiling). On examining the detached part, it looks to have been anchored to the outer by a small circular epoxy-glued joint around the pipe, which would seem an obviously unsafe weak point.

Burlington stated that they have been selling this shower head for 15 years with no reports of it falling apart. They do have a 10 year guarantee, but as we didn't have proof of purchase from that far back, they did not offer a replacement (although I don't think I'd want the same design again).

Uploading so any instances of it falling apart in use can evidence a design fault.

I have a Crosswater digital shower which developed a leak on the cold inlet. I tried to fix it but failed spectacularly. The unit was discontinued 7 years ago. I emailed Bathroom Brands not really expecting anything. Ian Callaghan came back to me promptly and explained the situation. He had however found the part in a training model and sent it to me FOC. Thank you Ian and thank you Bathroom Brands.

Upon contacting Bathroom Brands regarding the slight 1.5” dia discolouration of a relatively new black lavatory seat, the matter was instantly resolved with the supply of a replacement seat. My sincere thanks must go to Technical Advisor, Ian Callaghan, for his invaluable help.

Needed to replace a part for my waste unit connected to the shower tray.
Visited four or five local plumber merchants without luck.
Found bathroombrands online which didnt only offer the full waste unit but the particular part I required.
Ordered the part Sunday, received confirmation via email and the part came Tuesday morning at 08:00 am.
Now that's what I call a service !
Many thanks to bathroom brands.
Philip Rogers

Excellent service and delivery was faster than a speeding bullet, items in perfect condition thank you.

I refitted a master ensuite bathroom and cloackroom with Burlington items, one of which was a statement polished chrome high wall mounted cistern. After a few years it had started corroding so I raised a warranty claim. That's when my problems started...

23 Dec 2024: raised warranty claim for replacement cistern. I was told item was currently unavailable, but had been ordered.
12 Feb 2025: I sent email asking for an update as weeks had passed without hearing from Bathroom Brands. Reply said ETA 12 March...
17 March 2025: I emailed to say I had just taken receipt of replacement cistern and that the finish was poor quality - there were a number of scratches and the lid had brush marks in the polished chrome finish. Reply came back saying out of stock again now, a replacement can be arranged for May !!!
19 March 2025: I emailed a Manager called Jason (with a @crosswater.co.uk email account) to complain and he did not even have the courtesy to reply.
19 May 2025: I emailed again to inform second replacement had arrived with a different manufacturing defect, sending photos.
21 May 2025: I emailed again asking for acknowledgment of my email. Received reply from Dan saying that this defect is 'weathering, designed to add the effect of traditional'. This is ABSOLUTE GARBAGE. I have replied that neither my original cistern, nor the first replacement had anything remotely close to what this defect is and it is a MANUFACTURING DEFECT.
I have again insisted this needs replacing again. So after raising this warranty claim in December, it's been approx 6 months and I'm still waiting.

Hence I came here, and was shocked (possibly I shouldn't be given my own experience) that over 70% of reviews on Trustpilot are 1 STAR!

That speaks volumes.

POOR QUALITY, EVEN WORSE CUSTOMER EXPERIENCE.

I have phoned Bathroom Brands twice as i had an issuse with parts. I was fortunate to twice deal with the same gentelman Ian. The service he provided was absolutely impeccable, helpful and empathetic. You cannot get a more nicer Gentelman then Ian.

Waiting on the phone for endless hours, also still listening to the CHRISTMAS opening hours which takes 5 minutes to get through - TOTALLY irrelevent and time wasting. Were now heading into February, take it off!

Worst company overall. Also they have an hour waiting before someone pick up the phone whilst listening to a recorded message raving about their great reviews… I’m glad to see that it’s not true because they are rubbish.

Wish they would answer their phone

Purchase Burlington bathroom products through Bathroom Brands and in just over a year these products pitted and corroded.
Complained to Bathroom Brands and fobbed off with the answer that we must have cleaned these products with harsh chemicals which i know is false as only soft hand soap ever used as per the instruction paperwork. Offered corroded products for inspection but they are not interested.
Strange product from other suppliers cleaned with the same soap not affected.
Reading other reviews this seems to be the answer given to anyone who makes a similar complaint.
Avoid buying from Bathroom Brands as any guarentee given is worthless.

We purchased a £1000 pound electronic shower from Bathroom brands also known as Cross water. We have used the product for a relatively short time. The unit has failed, called them today. 03/10/24 they said we no longer support that unit, we have no spares, we don't offer any repair service. Try calling Mira. What a disgusting way to do business. Do not buy anything from these people. Called Mira bathroom products they said we carry spares for up to 10 years, we have a repair service service for our products. So stay well clear of bathroom Brands/ Cross water. They have no product support, no spares. They do not return emails or phone calls either! Put simply they don't care!

Will never use again. Waited over 5 weeks for my order which should have arrived within 7 days

Crosswater are selling Burlington design Claremont 1/4 turn hot tap that turn clockwise for on, the wrong way.
When contacted on sales the lady said I had to purchase @ £20.00each the cold water valve and remove/replace the hot water valve. This I did, not happy, as I purchased 2 x hot taps for my En-suite. I had already had to wait 5 weeks for the manufacture and paid £317.50 for 2 pairs of Claremont taps.I contacted Crosswater again to explain they have assembled the wrong valve in the hot taps and i have been treated unfairly having to re-build their new hot tap with a new valve, which is a cold water valve, at my expense £40.00 for 2. A manager spoke to me and said it was a new model and that is how we sell them, no one else has complained. His quote is flawed,this is not a new model, as in 2019 I purchased the same 1/4 turn hot tap which came with the correct turning valve assembly. I feel this company is fraudulently advertising these taps then using a poor excuse to make the customer pay more to modify their incorrect product. What a poor example of a British company. I want a refund for the £40.00 and for them to correct their mistake on the assembly of the wrong valve in this hot water tap. Poor manager, poorly trained, poor company. Beware of these scammers.
Today the 03/06/2024 I have been informed that the company are now looking into my poor experience , the response is going to be interesting, as their manager already stated that, "this is how we sell them, go away!"

Re Crosswater specifically - similar experience to Danish Dave below. Contacted technical help via their online form asking about combining a pivot door with a side screen for a non standard shower enclosure. Prompt response, but said "talk to a retailer". Asked again - "we are a supplier only". Asked why their online form asks for the category of enquirer and includes "Homeowner" or similar if they don't respond to non-trade enquiries or why the website does not make this clear - no reply. Solved the problem with bespoke kit from local manufacturer at similar cost. I have never, ever had this attitude from a manufacturer before. Ought they not to be trying to assist you purchase their stuff instead of a competitor. Pi## poor customer service!!

I’m planning to install two Gallery 10 glass shower panels in a new wetroom. The instruction download on the Crosswater website are poor and ambiguous, missing some essential detail. So, I emailed Crosswater to get some clarification regarding profile seals, ceiling support gaskets and floor seals. The reply from them simply says, “we’re very busy - go away”. The actual text is as follows:-
Dear Valued Customer, Thank you for contacting Bathroom Brands. Case: XXXXXXXX. We are currently experiencing a high volume of enquiries and are keen to point you in the right direction for a swift resolution.
They ten refer you to your supplier, in my case plumbase ( who don’t know the answers to my questions).
So, you can see that you’re not really a Valued Customer at all, just someone they’d rather not deal with as they are a bit busy. Useless service. Buy from another brand if you can as you’ll get no help from Crosswater.

Avoid, no good the price, avoid!!!
I have had problems from start to end...
I bought multiple items in in the Big Sale but we couldn't install the items in the 60 days cut out. However, they don't let you register until you have installed and that wasn't possible, have they tried to get a plumber these days... so, no guarantee on 4Ks of items... but after my call today I would think that if you had registered they would be woeful. Avoid, Avoid, Avoid

The BEST customer service ever!

I had bathroom from CP Hart, and one of the items broke - Bathroom Brands stocks the brand and sent me the broken part at no cost and it arrived the next day.
Mind blown by this level of customer service - was expecting it to be difficult! Thank you!

Purchased shower rose which broke within warranty period. Contacted the company with all of the details of the original purchase including dates / buyer however they claimed to have no record of the purchase and did not respect the warranty and said there was nothing they could do. Poor quality product and matching client service. Will never purchase anything from them again and would recommend avoiding.

I have read your feedback and it’s not true what you wrote - you have been given the exact item, the exact purchase date and the exact name of the retailer who ordered it from you - even the purchase order from the retailer - however from all of this provided info you still couldn’t/wouldn’t identify the order on your side. Which brings me back to the original point on poor quality product and poor customer service. Have never experienced this before with any other purchase so think it’s just an excuse not to refund/replace and customers should beware. No interest in owning anything else from you so won’t take your offer of a discount and have already purchased quality Hurlingham replacement.