Londonencaustic Avis 108

In line with the other reviews (which I wish I had read before making my order). I believe this company is a scam - I ordered a bath in February and after some initial responses from Connie which suggested some challenges with supply chain I am now experiencing radio silence and have had no further updates of any sort. I would urge people to avoid engaging with this company at all costs - their website looks professional and they are currently advertising the same bath I am waiting for with only a 1-2 week delivery timeframe - yet they can’t appear to fulfil mine or many others orders. I will now be going through my credit card company to recover my money and will look (cautiously) for a reputable supplier instead.

Not much to add - same story as the other reviews here. No sign of tiles, no contact from Steve/Connie despite numerous messages and emails from myself. Am having to take legal action to reclaim my money. Meanwhile they’re still accepting orders online and continuing to post on Instagram (though they’ve turned off comments) as though all is fine! Terrible company - avoid. I intend to report their Instagram page too so it’s suspended and they stop scamming people.

I wish I had read these reviews before I ordered.

I placed an order for some white tiles labelled “express delivery” on their website to finish off my bathroom.

I hadn’t heard anything for a few days so I tried to contact them, finally they came back to me to say they would be two weeks.

Two weeks later - no word from them so I chased and chased, they said the delivery hadn’t arrived with them but they had some left over stock I could have.

The tiles arrived. And they were completely the wrong colour, no explanation as to why or warning they were sending grey tiles.

Two weeks later, they don’t respond to emails or calls or texts or Google messages about where my order is or about a refund.

I have no idea what is happening but I really regret ever using this company.

We are going to have to take this company to small claims court. Please, if anyone would like to make a joint case against them in court then we all stand a better chance of getting our money back. Please ask Trust Pilot to pass your details on to me. Company take money and never deliver. Also seem to be late filing their accounts.

Baths over 2 months late. They ever get back to you when they say they will. I will be raising a dispute with my credit card.

Read all comments above. I stupidly didn’t and tried to purchase some tiles. After 3 months of lies about logistical issues, I asked for a refund. Steve promised that this had taken place but it clearly hadn’t and they still owe me £1,300. For a small business this is unfair and massively detrimental to our cash flow. Connie seems to constantly make promises that are not delivered so I have now gone to my bank to seek recovery. AVOID AT ALL COSTS.

BEWARE! This company will take your money and not deliver. No goods no refund. We're having to take LEGAL ACTION against this company.

AVOID AVOID AVOID
This company takes peoples money without knowing if they can deliver product.
We are 20 weeks and counting for a bath which was advertised at 10-12 weeks(I emailed and asked too), now showing as 2 weeks on the website unbelievably!
Same as others on here I then get the list of excuses.
No one responds to calls, not had an email response since 24th May and no one is now responding on the chat box.
Customer service has been a disgrace
Order number #58586, I would rather have a refund than wait any longer for a company that cannot deliver and continuously LIES

Order tile samples from London encaustic and they were beautiful. They came very quickly and carefully packaged. Will be ordering from them to finish the job!

Great communication and help. Sample and tiles came very quickly. Tiles are great quality

We placed an order for a copper bath in November 2021 as there was a Black Friday sale and received it in early November 2022.
We had lots of correspondence with Steve & co over this period and heard all about the issues with suppliers in India, freight delays, etc.
We were renovating our house at the time, and our patience was running out, but must admit, the bath is absolutely stunning and very luxurious. For what we paid, we would not be able to purchase a similar bath elsewhere, so for that reason I’m giving them 3*.
Given all the other reviews here, if I was to re-order from LE, I would probably order something that is in stock, rather than something that has a longer delivery time.

Wish that I was able to give zero stars. Ordered a couple of samples on two different occasions with no issue. Then I placed an order for tiles, the order went through and the radio silence. After 5 weeks I got in touch on web chat and was told there was a 6 week lead time and someone would get back in touch but they never did. After 7 weeks and 8 weeks of waiting I sent multiple emails and called multiple times using the option for a callback as the automated message said no body could answer the call. I heard nothing back. Finally I tried web chat again. Someone called back to inform me I had cancelled the order, by phone because 'the lead time was too long.' I never had a phone conversation and the date they claim this happened there is no record of me making or receiving any calls. They said they would check what was in stock and offer me a discount but nobody ever called back. At the time I asked if I could just have the tiles I ordered and they said no, they are made to order. So where were the tiles I had ordered weeks ago that presumably should have been made? I've now given up and gone elsewhere, at least they had the decency to refund me. Do not place an order with this company, you will be disappointed. I'm now months down the line and this has stalled our house build.

Ordered a sample which was delivered promptly and in perfect condition, preceded by a call from the company to advise it was on it's way. Very happy with the service - and the tile was beautiful!

Lexie from customer services couldn’t have been more helpful when I was enquiring about a custom tile order that I didn’t know was possible to make. Lexie made it possible and it was sorted within the hour of my enquiry. A couple of my tiles had breakages (unsurprising the way dpd were launching the boxes round) but it was sorted for me immediately and I had the replacements within a day. Would definitely recommend London Encaustic and I’ll definitely use them again!

Ordered in January 2022, last year, and as of yesterday they have no idea when our bath, an 1800 Thames Copper Bath, was going to be delivered. We have been fobbed off with every excuse imaginable and yesterday my husband finally drew a line and said enough is enough. Quite frankly we should have demanded our money back last year and gone elsewhere. I am so disappointed as I really wanted this beautiful looking bath, it would have been perfect for the bathroom that still needs to be fitted over a year after we moved in. They are fortunate people who have had a great experience with this company - but from our experience all I can say is steer clear! If they don’t have the bath in stock and can give you a firm delivery date don’t part with your money. The let down I feel with this company is huge.
Update: as of 15th April we have still not been refunded.

Excellent website, excellent customer service and sample tile came the next morning, securely packaged. The company ordered the tiles in and due to arrive this week. Very excited as the tiles are beautiful.

Really helpful, accommodating - found a workaround for my slightly tricky design and the follow up was great. Delivery fast and above all the tiles are gorgeous. I’ve used this company twice now and wouldn’t hesitate to return!

Absolutely amazing experience with this company when ordering our stunning bath! A huge thankyou to Steve and his team for the customer service which was second to none and the bath was the best quality and arrived perfectly and on time!.

If I could give a minus I really would. This is the very worse kind of company: they take your money but never intend to supply what you paid for. They make no effort to keep you up to date and then lie when you contact them. My order was 1.1.22. I called before paying for it as I needed an assurance that for that much money I wasn't going to be made to wait beyond 6 weeks. I was absolutely assured that I would not be made to wait more than 4, but maybe 6 if there was problem. I write this on the 21.2.23 having made my customer wait, stopped the job and been told that the tiles were made and I really was going to get them. I asked for a refund to which I get 'no problem that could take up to 14 days'. That is a complete lie, banking never takes 14 days. Internal incompetence clearly can take that long of course. They didn't even attempt to check on the order, which proves that it was NEVER going to happen. Not 1 person apologised.

It is now 9.3.23 and I am STILL waiting for my refund.

Ordered samples which arrived promptly and then received a follow up call asking how we liked them. One of the tiles had a slight chip and was replaced immediately. Beautiful tiles and we will be going ahead with an order once we have finalised the quantity we need.