Londonencaustic Avis 108

As with the reviewer below... ordered tiles for Express delivery, only to be find out, after reaching out to them – rather then them reach out to me, that they would take at least 2 weeks from date of order. I have a tiler booked in ready to complete the job and have now had to go elsewhere to ensure the job can be completed on time without wasting the tradesman's time. Hugely disappointing. Seems like it's a reoccurring theme from reading the below – save yourself the hassle.

Avoid this company, please. We paid for 12 sq/m of zellige tiles last summer (1,250 pounds). They only delivered 5 sq metres "due to a warehouse stocking error". The following day, we asked London Encaustic to pick up the incomplete order, as they "did not know when they could get the additional 7 metres". We requested that they immediately pick up what they sent (which they did) and refund us the money we had paid (which they SAID THEY WOULD DO MULTIPLE TIMES). They have lied repeatedly... "we just need your bank details and the funds will be in your account in two days". Countless times promising to refund, followed by radio silence.

We went through Citizen's Advice and have spent the past few months following the process of officially notifying London Encaustic, asking if they use an ADR (no response from London Encaustic on this question), sending them a physical letter via *confirmed delivery*, etc. Now, we have to take them to small claims court. The judge will see that we have followed the process and will tell London Encaustic to pay the monies they owe us, but we doubt they'll pay. We think they are collecting monies without knowing if they can fulfil the order. When they realise they cannot complete an order, they simply keep the money.

We will likely go to the police and report this company as a scam. We paid them 1,250 pounds for 12sq metres of tile. They delivered only 5 metres. We returned the 5 metres and asked for a refund. They said they would give a refund. THAT WAS IN AUGUST. THEY (EFFECTIVELY) STOLE 1,250 POUNDS FROM US AND THEY HAVE REPEATEDLY LIED, SAYING THEY WOULD SEND US BACK OUR MONEY.

Unfortunately I have to agree with the many people who have experienced issues with orders not arriving and poor communication. While I sympathise with this being a small company being hit by challenging supply and logistics issues, it has been a very difficult and stressful experience as a customer. I have been told every week for the last month that my tiles, which I ordered at the beginning of November, will be with me in the next week. I still have no idea when my order will arrive and am now not receiving any response from customer service. My bathroom was due to be tiled before Christmas and this obviously is not now possible.
When I ordered the product (arctic white zellige), it actually said 24 hour delivery on the product page - I have just checked as this is still the case. I would advise London Encaustic to remove this as it is misleading at best!

My advice would be to only order if you are a very long way off (several months) from needing the product.
Lilian
Order #56604

Having read the previous reviews I was very nervous about going ahead, but they were the only company I could find showing the bath I wanted in stock. I spoke to a lovely lady in their office who explained they'd had supply issues but were now selling baths from stock, and promised me the delivery in 48 hours. They didn't have the waste in stock so she sent me the link to one from another company which would fit. Sure enough, 48 hours later and a lovely bath arrived. She even phoned me to confirm it had left them and was on it's way. Can't fault them, they've obviously had major issues but she was honest about that.

Ordered my bath in June on 8-10 week delivery. We were warned it was going to take a bit longer and they said it would be end of September. We eventually received the bath last week (it’s beautiful) in mid November but there are no taps and no waste pipe so it can’t be used. We have asked repeatedly when it will be delivered and no answer… will never be ordering from them again.

I bought a Dart copper bath from London Encaustic, and ok it took a while to arrive (remember they are made to order in India and shipped from overseas), but when it arrived it was so worth the wait. Stunning, lustrous copper, beautiful design, very solid and excellent value for money. The thermal properties are incredible - water stays hot for hours. Steve Harvey, the MD, and the customer services team always returned my calls and answered my e-mails about delivery times. This is a small business that's honestly doing it's best to meet demand and provide beautiful, quality products. Thank you, Steve and the team.

My bath was a little late on delivery, but the fantastic team kept me updated on the expected time of arrival. I now have received my bath and it is amazing I can’t thank the team enough.

What a joke of a company. Ordered a bath Feb 2022 with a lead time of 8-10 weeks. It’s never arrived and they still have not processed our refund despite months of requests. We were fed lines like “it will be with you Friday….oh it doesn’t seem to have been collected…oh unfortunately it hadn’t actually been received in the depot but we have ordered a new bath and will FLY IT IN (I kid you not - as if!!) next week. Guess what - it never materialised. And they have NEVER apologised. A couple of con artists. The number of times Steve couldn’t reply to my email because he was a) at a wedding b) at a funeral c) at a family event…too many to count. Don’t believe anything they say.

All very well seeing some positive reviews now, but they have been completely dishonest in relation to our order. Bath ordered in April on 8/10 week delivery. Constant lies about when it was going to arrive. They even sent us a fake shipping docket. No bath - no refund - just lies from both Steve and Connie.
I totally get companies have issues, but when you do face up to it and be honest, refund the money and let people move on. Never again.

My bath has just arrived today, express delivery, I ordered it wednesday and it arrived in perfect condition. Beware though, they will not bring the bath inside for you so have somebody to help you!

Utterly awful.

Paid several hundred pounds for tiles - never delivered.

Zero customer service - calls and emails go ignored.

Avoid.

Order 55151

This is our second bath (the Coln) from London Encaustic and it’s even more beautiful than the first.

The main reason for getting the first bath was to avoid the weight of cast iron and the need for floor reinforcements, but we fell in love with the look and feel of the copper tub straight away. I love the mirror finish and that copper ‘glow’, but most of all I love the fact that my bath stays hot for far longer than it did in cast iron or acrylic baths I’ve owned before! It means bath-time can last for hours!

Owner Steve went above and beyond when it came to delivery and after-sales service, and offered advice about taps, wastes, cleaning products and even what to use IN the bath (no bath salts, people).

People’s reaction to our bath is always ‘wow’: we sold a house on the back of our copper bath…when the buyer walked into the bathroom the sale was nailed! It did mean buying another copper bath, though…

Thoroughly recommend!

Very helpful and professional service.
Our lovely copper bath was delivered when we wanted it and arrived well packed and exactly as advertised.
We have been talking of getting a copper bath for years and this of the best considered purchases we have ever made.
My wife and I would highly recommended London encaustic

Recently moved in to a new house and ordered some tiles for the bathroom, after reading the reviews I was a bit hesitant but they arrived on time and they are beautiful! Really happy and would definitely be buying from them in the future

Purchased a very nice copper bath with enamelled interior from this company. When the enamel started to fail they did not hesitate to admit that there was a fault with that particular batch of baths, and to cover any restoration costs incurred.
The only problem has been the poor communication and slow response time to my requests.
I think they are a good company that is somewhat overstretched.

The order unfortunately was late but the company did inform me as soon as they knew .ok bad news but i could inform my plumber .great bath and well the wait

Excellent product and service, kept me updated throughout, good comms. Would deal with them again

Highly recommend! I called up to ask a few questions and I was met with really helpful staff that went above and beyond to ensure of a smooth experience and that my order would be fulfilled. I am ordering Zellige tiles, so first started with ordering some samples. Postage was fast, communication was clear and regular and staff checked in to ensure everything was good. Really recommend this company, easy to talk to, great service and products! Thank you guys!

Love, love, love our amazing bath…. And so does everyone else who gets a guided tour of the house. It’s added a really gorgeous bit of luxury to our bathroom.
Customer service was also second to none, with no delays and kept fully informed of delivery lead times.
Don’t believe all the negative reviews, we are very happy customers, thank you London Encaustic.

Customer service very good, and helpful. Products are outstanding in my honest opinion. Ok,there may have been a delay...but I personally was informed of this, and was fine.

It's easy to leave a negative review! Noone leaves a review after a good experience. We love our new tub. So thank you!