Londonencaustic Avis 108

Terrible company! Wouldn’t recommend ordering from them unless you want to wait 30+ weeks (and counting) for a bath. Communication is extremely poor and unless you chase them constantly you don’t get any updates whatsoever.
We ordered our bath in November 2021 but when we chase it we’re told it’s being Airfreighted over within 2 weeks and so will be delivered within 3 weeks. We wait another 4/5 weeks and get told the same thing again.
From reading other reviews on here it makes me wonder if our bath has been given to somebody else who was waiting who maybe chased it more.
We finally gave up yesterday and requested a refund. Steve promised that we would get an email confirming this today but we are still yet to receive the email or the refund. Once again, fantastic communication on their part.
Won’t be using again and would appreciate our refund ASAP so we could order a bath that we might actually receive.

Order no: 37587
My bath was ordered in Nov 2021 and we still have not received delivery!
I find my self deeply concerned as I read reviews posted 2 days ago stating deliveries have been received however we have been told the ship has yet to dock in a UK port!
The complete lack of available information has been highly disappointing, only ever recieving responses to e-mails which we have sent in what can only be described as intended to fob us off. To date it has worked, we have remained patient and tried to be considerate of the fact delays happen. But this has now become rediculous. The website has been updated from the 12 weeks lead time stated when we placed our order to 15 weeks but we have now been waiting 29 weeks which far exceeds the stated lead time. Our bathroom has been completed for 2 months (minus the bath) and we will now need to pay an additional cost for the plumber to return to install the bath....but when??
Please stop taking advantage of our patience (which has now run out) and start providing both the customer service which should come along with goods at such a price point and please deliver our bath!!

Fantastic company, one-of-a-kind luxury and quality.

Beautiful tiles, excellent service - thanks Steve - we're thrilled with the tiles for our fireplace hearth.
Wendy, St Albans

We have just received our Bath from London Encaustic, it is fantastic and an excellent addition to the bathroom, well worth waiting for! I, like many others, have experienced delays in delivery that were outside of Steve and Connie's ability to fix. However, Connie provided daily updates which showed the problems with the delivery company, and Steve has always acted fairly offering to refund our money if we weren't prepared to wait, and also offered alternative delivery. We are delighted.

Order 37774
I ordered a bath, sink and taps in November and like many others on here, it has still not arrived. I was promised a call 2 weeks ago to arrange delivery and have heard nothing and have been unable to speak to anyone.
I am writing this review as this seems to be the only place that is getting any response. We have bathroom fitters booked in for a rescheduled date following the failure to deliver in the original time frame and now I am actually concerned that there is no bath?

Update
Following the response from Steve, I have again checked all my missed calls, messages and junk mail and cannot find any contact since May 13th when I had a conversation in which I was told I would be contacted to arrange delivery. I don’t know where this error is occurring as my contact details are correct on my order form and my last email from the company was on april 22nd. However, I am pleased to say that I was called this morning, as promised by Steve in an email yesterday and a delivery date has been arranged for next week. I haven’t had confirmation that all my items will be in the order but 🤞
Update
My bath and taps have been delivered. 🙂 Unfortunately neither my bath nor basin waste have been included in the delivery. Not been able to speak to anyone to find out why? Was told they would be in the delivery.
I’ve been told my basin will be delivered next week so hoping they come with that.

Hi
We’ve checked the box and the tap boxes and the wastes are not here.

Connie got back to me after the weekend and organized the delivery of the wastes which arrived today.
The quality of all the items seems really good.

I realise I have been harsh in my previous criticism as I have now got all the facts about the missing container and given the extent of world shipping logistics problems I realise it can happen to anyone and the company were unlucky in this one instance. Ok, so the bath has arrived and it is beautiful and London Encaustic did everything to coordinate with us and the plumber as soon as it had arrived in Felixstowe. A shout out to Connie, who patiently dealt with my frustration and provided me with all the information she could.

Appalling company, avoid at all cost! I ordered my bath in December and after numerous false promises of a delivery date I'm still waiting! They dont answer the phone either. I would give it zero stars if i could. I want my money back!

Bath ordered in July 2021 and still waiting....

Customer service poor, little in the way of understanding of impact or apologies. We consistently chase and have been given countless delivery dates and excuses. To say we are disappointed is an understatement.

Customer service very poor. Having ordered a bath, taps and overflow in November with a 10-12 week delivery promise I am still without the goods, 6 months later. One email received in January advising of a "slight delay" on delivery date to end of March (from Kate, who has since left the company). I chased throughout April - phoned, emailed and left chat message, I am still waiting. I finally managed to get hold of Connie on 4th May who promised that I would receive a tracking update as shipping was imminent. Nothing received - very poor communication from this company. This is not a cheap item, very disappointed. Am considering cancelling the order now.

Bit worried as no one is replying or answering the phone. Due date is 16 may and it needs to be delivered the. Otherwise my bathroom progress will be completely stalled.

Please can someone respond?

The order number is 43773 order placed 7 March for Trent Copper Bath - 1700 x 710 x 710

Was told delivery would take place today between 1630 and 1730 (a week later than it should be and after calling daily for the last week to find out what’s going on). No delivery. No phone call no details for the carrier and extremely frustrated.

I ordered a bath in November 2021 and was told the delivery would be 10 weeks. I was told in January it would be delivered in Feb/March then in February that it would be delivered in March. Then I stopped getting any updates despite emailing and asking for them. I spoke to someone 2 weeks ago who assured me the bath, taps and waste were arriving on 19th April and would be shipped to me to arrived on 20th/21st April. Nothing has arrived and I’ve had no replies to my emails or phone messages. I’m extremely disappointed with the customer service and overall experience, especially given the total price of my order!

We came upon London Encaustic after searching for a long time for a luxury large size copper bath - we have a large bathroom so we want to make the most of it. The Whye Copper Bath 1900 x 920 x 720, which was ideal and what we ordered, far exceeded our expectations. Their manufacturing process is precise, resulting in a stunning and comfy bath. This organisation is honest and reliable, and Steve provides wonderful customer service. The bath arrived one day early, securely packaged and my first bath was like paradise. You will not be let down.

Like others I ordered a copper and nickel bath in Sept 2021. I was told a 16- 20 week lead time but am still waiting and twice have been given dates which have passed without update. It is now 7 months. Concerned having paid in full and customer service is poor. No one reaches out to me and I am awaiting response to my chasing emails. Not a good experience at all.

Ordered a bath & waste on 22nd October( 5 months ago) I’m still waiting. Customer service is appalling- no contact from them. I’m having to ask & chase all time. I asked for the waste kit a few weeks ago to at least prepare plumbing-still no contact. You’ve had £2,600 of my money since November …where is my bath & my waste? Order 37187-I’d like a phone call with a proper update this is no way to run a business

Update- after reply from Steve below. No Steve all of this happened today. Including me having to call & ask for the waste( after my email asking 10 days ago was ignored) I decided to write the honest review before making my call to connie this am. I still don’t have a delivery date as you are waiting for the shipping container, but I’d like the bath il have waited over 5 months for sent on a fast track delivery please. I look forward to some compensation & contact- should this ever happen. I will continue to update this review.
Thanks
Update after delivery of the bath, the bath is gorgeous. Not enough to have waited 6 months though.

Absolutely awful service-
London Encaustic initially promised to deliver within 6-8 weeks, and since that time passed they just keep saying ‘only 10-14 days away’.
We are still waiting 16 weeks later.

We have just purchased a copper bath and necessary and exposed overflow waste, recommended by them, which we had to pay an additional £220 for, which is a pipe connecting the plug hole to the overflow. However, after the months long wait for the bath we rebooked our plumber thinking we could finally fit the bath. However, on going to fit the bath the plumber observed that the waste pipe kit is completely the wrong size (only one size on offer) it does not fit the bath it is supplied for (not long enough)! Additionally, the thread linking the overflow to the pipe only has two threads meaning it will be hard for the plumber to securely fit. We had to send our plumber away again, paying for lost time. London Encaustics only solution was to send out an extension pipe risking leaks and causing more work for our plumber and ignore our calls and questions why something not fit for purpose is being supplied. Why on earth they are selling something that does not fit the corresponding product is a mystery!

Absolutely stunning bath received from these guys at a reasonable price.

Service was great, with lots of communication; there was a slight delay but with the state of the world this is to be expected and we were kept aware of everything the whole way.

Brilliant company and a brilliant team - thanks to Steve and Kate who I dealt with.

Would use again in a heartbeat.

Beautiful encaustic tiles that look fabulous on the wall.I fitted them myself without too much difficulty.I only need 4m2 but great advice given re adhesive, sealing and cleaning.Now that the cloak room is done I shall be back for the 60m2 of hallway and kitchen!

Renovating a bathroom during lockdown 2020 was quite the challenge…some companies were difficult to deal with, however London Encaustic made the process painless. Updates, phone calls with the highest thoughtfulness and kindness and standards of customer service we didn’t expect. Then of course, the bath arrived. So securely packaged, it was perfect. Wonderful, wonderful quality. I LOVE it! It’s the best purchase ever, a total luxury and well worth every penny (but actually lots less than other places-believe me, we checked!). Post delivery service was also great, with special thanks all along to Kate who is an exceptional person, I forgot it was actually her job as it’s always like talking to a really good friend. I can highly recommend the company and it’s well chosen team.