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Réponse de Britishbathroomcompany

20 mai 2026

Thank you for your review.

We are pleased to hear everything went smoothly with the order and delivery side of things, however we are sorry to hear the item was not compatible for your requirements.

We do not currently have any record of emails received regarding the return request, including within spam/junk folders, so we can only apologise if there has been some form of delivery issue with the emails sent.

Our returns information is readily available on the website and returns can also be requested directly through your customer account login, where orders and returns can be managed online.

In any case, we have emailed you this morning using the email address attached to the order to try and assist further, including potentially sourcing the correct compatible parts for you.

Réponse de Britishbathroomcompany

Actualisé le 20 mai 2026

Of course, if parts are genuinely missing from a product supplied, we agree that responsibility ultimately sits with the retailer to assist in resolving the issue. The point being clarified was not responsibility, but the timeline involved. Reporting missing components almost 3 months after delivery naturally makes investigation and resolution significantly more difficult, particularly where manufacturers are involved and spare parts are special-order rather than off-the-shelf items.

Despite this, we still sourced and supplied the required components free of charge rather than dismissing the claim due to the elapsed time, which many retailers realistically would have done.

Regarding Companies House, it is quite normal for established family businesses to continue through generations, especially businesses trading successfully for over 25 years. We are not entirely sure that is quite the criticism it was intended to be.

As for reviews, like most online retailers, people are far more likely to leave feedback when something goes wrong than when an order arrives exactly as expected. Thousands of orders are shipped successfully without issue, including your original shower order which, by your own admission, arrived promptly.

Finally, review replies generally take a few minutes to write once the full order history is already in front of us. Sourcing discontinued or special-order manufacturer parts unfortunately takes considerably longer.

We are sorry to read your review and appreciate the frustration caused regarding the missing shower component.

To provide some context, the shower was delivered promptly in December 2025, however the missing part was not reported until 28th March 2026, almost 3 months later. Given the time elapsed, and the fact the components were special-order spare parts direct from the manufacturer, this was not a straightforward process.

Despite this, we sourced and supplied the parts free of charge as a goodwill gesture, with delivery completed on 24th April — approximately 4 weeks after the issue was first raised.

We fully accept communication could have been better during the process and apologise for that. However, we do feel the comments about the business being “run by a group of lads trying to wing it” are more assumption than fact. Company director information is publicly available via Companies House, and whilst we are a smaller business than some national retailers, we see that as a strength rather than a weakness.

We have been established for over 25 years, with our original Bradford showroom being one of the oldest traditional bathroom merchants in the area. Smaller businesses also tend to be the ones still answering emails and sourcing free replacement parts months after delivery, rather than simply referring customers elsewhere.

We are pleased we were ultimately able to resolve the matter for you, even if the process was not perfect.

Update - To clarify, the issue was not reported until almost 3 months after delivery, despite the original shower order itself being delivered promptly as you acknowledged in your review.

Even so, we still sourced and supplied the special-order manufacturer parts completely free of charge rather than directing you back to the manufacturer or advising a replacement purchase.

As for the comments about the business, being a long-established family company is something we are proud of, not embarrassed by. After more than 25 years trading, we are well aware no company gets every order perfect, but we do make genuine efforts to resolve issues when they arise — including in this case, long after many businesses would likely have stopped engaging altogether.

Finally, replying to a review takes a few minutes. Sourcing specialist manufacturer spare parts unfortunately does not.

Réponse de Britishbathroomcompany

14 mai 2026

We sincerely apologise for the delays and frustration caused with this order.

The cistern was delivered as advised, however unfortunately there was then a further issue affecting the bath set which delayed the remaining items beyond the originally expected timeframe. We fully appreciate the impact this has had on your work schedule and understand your frustration.

We would however respectfully disagree with the suggestion that delivery times were intentionally misrepresented. The information provided was based on the latest updates available to us at the time, although unfortunately the situation then changed due to further stock allocation issues.

We believe someone from our team has now been in contact with you directly to explain the situation and work towards a resolution, including compensation towards the inconvenience caused.

We sincerely apologise again that the experience fell below the standard both yourself and ourselves would have expected.

Réponse de Britishbathroomcompany

13 mai 2026

We fully accept that the service provided regarding the delivery timeframe on this order has fallen short of the standard we aim to provide and we sincerely apologise for the delays caused.

However, we do strongly disagree with the suggestion that emails and calls are simply ignored. The latest email received from yourself today at 10:44am was responded to within approximately one hour with an explanation regarding the delay to the order.

That said, we completely accept that you should not have needed to chase the order in the first place and understand the frustration this has caused, particularly where it has impacted your own business and customer arrangements. Unfortunately on this occasion the order has not progressed as smoothly as either yourself or ourselves would have expected.

We appreciate the feedback and apologise again for the inconvenience caused.

Réponse de Britishbathroomcompany

13 mai 2026

Hey,

Thanks for the feedback.
We fully appreciate the frustration caused where an order has gone beyond the estimated delivery timeframe and we apologise for the delays experienced.

However, we would politely disagree with the suggestion that communication has been “zero”. All emails sent to ourselves receive an automatic acknowledgement advising that responses will be provided within 48 hours, which we consistently work to maintain.

Spring is by far our busiest period of the year and, as a small team, our phone lines can become extremely busy throughout the day. Unfortunately, if all members of staff are already assisting customers on calls, you may struggle to get through at certain times.

We would genuinely like the opportunity to resolve this for you, however at present this is unfortunately a nameless review with no order details attached, making it very difficult for us to investigate or assist further.

Please either update the review with your order details or contact us directly so we can look into this properly and provide a resolution.

Réponse de Britishbathroomcompany

11 mai 2026

We are genuinely sorry to hear about your experience and appreciate you taking the time to leave feedback.

Firstly, we apologise for the delays experienced with the original delivery, and then again with the condition the item arrived in. This is certainly not the level of service we aim to provide.

Having reviewed the matter today, the delay with the refund was unfortunately caused by our system showing the item as pending return back to us. As we have now confirmed the damaged trim is to be disposed of rather than returned, the refund has been processed in full today.

We also apologise that communication was not as prompt as it should have been throughout the process. Whilst we appreciate your frustration, we would like to reassure customers that this was an administrative issue rather than any intention to withhold funds.

Thank you again for bringing this to our attention and we are sorry we let you down on this occasion.

Réponse de Britishbathroomcompany

9 mai 2026

Hi,

We are sorry to hear you were disappointed with your experience.

Whilst we fully accept there was a delay with your order, we do feel your comments regarding there being “no apology” on the call may be somewhat unfair, as our team do always aim to apologise and assist where delays or issues arise.

We are pleased however that once the matter was brought to our attention, the order was immediately upgraded and dispatched on a next day service to resolve the issue as quickly as possible.

As a gesture of goodwill, we have also refunded your £5.99 delivery charge.

We apologise again for the inconvenience caused and appreciate your feedback.