BathroomsByDesign Avis 

We liked the experience of getting a bathroom designed where you could visualise as best as possible what the end product will look like. Our particular design/sales person Chris at the Richmond branch was very helpful and his advise was very much appreciated. The other aspect is that they are open seven days a week also helps. Although Chris did make a mistake in our order and put us under stress with our installers, the matter was quickly rectified.
When you are having a complete bathroom refitted, you are bound to get issues arising and this is where the BathroomsByDesign aftersales team really came to the fore, Zarina was extremely receptive, friendly, resourceful and helped to resolve any issues as soon as possible. I have to mention Imogen and Dave of the team very excellent as well.

Haven't yet had delivery of goods but design portion with Ben from Fulham showroom has been really helpful. The fact they are open both days on the weekend also very convenient for visits. Thanks!

Always a wonderful experience with BBD, recently worked with Nina on a project for a client of mine. Loved the augmented reality aspect and attention to details!

We dealt with the Brentford branch. The design process was good, but as soon as we placed our order things started to go downhill.

Our order was delivered in dribs and drabs over several months. It was never clear what had been delivered and what hadn't and the onus was on us to try to work this out each time and continue to chase missing items. The wrong item would be delivered and had to be sent back. Several items arrived with missing parts. I spent hours on the phone over the course of months, with our order placed in July and only fully closed off in November.

The worst part however was the fact that the company erroneously accused our builder of stealing. They charged us for two shower trays when we needed only one. Our builder only collected one of these, leaving the other at the warehouse as he realised the error. The company then proceeded to deny for weeks that they still had the second tray, accusing our builder of stealing it and worse saying they had CCTV evidence. After extensive debate, they eventually backpedaled and admitted they still had the second tray after all and the accusation was unfounded. There was no real apology.

To cap it off, this meant the incorrect 1400 shower tray was left sitting on our building site for several months (it needed to be swapped with the tray left at the warehouse). By the time BBD had finally admitted their mistake and agreed to swap the trays, it had been damaged. BBD refused to refund the item. Whilst I appreciate that under normal circumstances this item would not be suitable for return, this was after months of truly terrible service and if it weren't for their error we should never have been charged for it in the first place and it should never have ended up sitting on our live building site for months whilst BBD accused our builder of stealing and refused to pick it up!

I understand mistakes can happen and I have no issue with that. It's the lack of contrition and ultimate accountability that is most upsetting. Really disappointed.

We were really impressed with the virtual reality mock-up of our future bathrooms. It was extremely helpful to see. We had an issue with a faulty shower tray and we were frustrated with the lack of communication in resolving this, but the situation is now rectified thanks to Rupert the general manager.

Bought online and had a great experience from ordering all the way through to delivery. Friendly staff let me know the delivery details and I'm really happy with the AVA products received!

Few people that I have worked with and who helped me out with the products. Would like to mention Ben from Fulham branch. Very helpful Gentlemen and my special thanks to Zarina, who was amazing.

The only comment is that after sale assistance is a bit slow.

"I highly recommend Bathroom by design and in particular Chris at Richmond showroom for their excellent customer service. The team was professional, responsive, and exceeded my expectations throughout the entire process.
We genuinely appreciate their responsiveness, professionalism, and the thoughtfulness during the design process backed by a 3D software which is unparalleled in the bathroom industry . Bathroom by design bring value to the bathroom industry . “

Informed, good product range, good ideas from Jacob in Richmond, we're extremely pleased with the service that we received and the bathroom we've ended up with!

After reluctantly accepting my partners requests to get a new bathroom, we went to bathroom by design because of the good things we have heard. From start to finish, we are glad that we chose them to design and supply our bathroom. Nicky’s efforts were faultless to a T. She was professional, friendly and always went the extra mile for us. The prices compared to the quality were great! We couldn’t be happier and I think I found my new most favourite room in the house! Thank you so much!!

Nina in the Fulham showroom did an amazing and thorough job of designing our new bathroom. Her drawings were incredibly accurate and made the best possible use of a tight space and by communicating dimensions that the builder could follow whilst he removed walls and laid new pipework.
She specified and provided LED lighting around the bath and under the basin unit to beautiful effect.
The builder was able to get advice on how to install some items he wasn't familiar with and the result is a triumph and we couldn't be happier.
For the record, I ran a bathroom installation team of my own 20 years ago and I have had to deal with a lot of plumbers and bathroom suppliers.
I would unreservedly recommend this company and their courteous, efficient staff.

I have been using local showroom to refer clients for bathrooms supplies. A top end selection at vary good prices. Very helpful with design and material selection. Thank you

Nicky is the best bathroom designer and great with customer service. We have worked together on a few bathrooms and she is easy to deal with and very organised! We have recommended Nicky to our family and friends because of the service we received. As the saying goes “people buy from people” and we bought because of her.

Please do not waste your money, and time with this poor excuse of a business.

In summary:

- EXPENSIVE AND POOR QUALITY PRODUCTS
- MISSED DELIVERIES
- MISSING ITEMS
- WRONG ITEMS
- INCORRECT REFUND AMOUNT
- INCOMPETENT AFTER-SALES TEAM

This is a long post but worth reading if you’re in two minds about buying from them. Or if you’ve already made the same mistake, my advice is to just keep on at them and keep records of everything, as they sure don’t.

I honestly should have cancelled the whole project after reading the reviews about them. Companies can pay for good reviews, but bad reviews are usually based on real experiences as it takes time for people to write reviews, so if a lot of people are saying the same/similar things - it’s worth paying attention.

Sadly, I know I will not be the last person to experience such terrible quality products and services. Still, hopefully, my honest review will help some people avoid making the same mistake.

Like most other product-based businesses, they’re good at selling. However, as soon as you pay for your order, the responsiveness and promises of additional perks disappear.

The proposed designs are more aesthetically pleasing than practical. My builders had to do a lot of workarounds based on the products sold to make it work. Knowing what I know now, I would 100% just work with the builders to buy all the items at places like Victoria Plumbing and Amazon (you can get good quality brands at reasonable prices with quick, hassle-free replacements and returns), which would be so much cheaper and a lot less time wasted and less stress all around.

I was sold items that weren’t needed (I’m not an expert, so I didn’t know what I needed), but the salesperson (Chris at the Richmond branch) sure knew I didn’t need them. I picked out items in person in the showroom, but wrong items were sent, which apparently was my fault as I didn’t check the product code name. I thought when you physically select and point to products with the salesperson right next to you - that so-called salesperson would be able to write down and place the order for the correct items, but I was wrong.

Returns (from the company's mistakes) need to be made in person (2 hour round trip) or get charged pretty much the value of the returned items for them to arrange a pickup.

Unsurprisingly, getting a refund was a tedious and time-consuming task. After two weeks, I called to ask for an update and was told they didn’t have the return record on their system. Fortunately, I always keep my paperwork, so I sent them a copy of the return form - I even took a photo of the person receiving the return at the warehouse as, at this point, I just didn’t trust this company.

The worst part is their so-called after-sales team. I proactively had to keep chasing (Imogen) from deliveries and returns through to refunds over the past couple of months.

After messing up my 2nd bathroom delivery (missing items with no ETAs) i decided to cancel the order. It took weeks for them to confirm the refund, and even then, the total amount was incorrect. I had to itemise all the products with the associated costs and asked them to clarify the discrepancies. Again after more chasing, I received a response saying the difference in the refund amount would be processed, but there was absolutely no explanation or apologies for the blatant act to shortchange me. They honestly didn’t think people would check, but they tried with the wrong person and got caught this time.

To say I’m disappointed and frustrated that I paid any money, let alone so much money, to this company is an understatement.

Never again!

To Bathroom By Design team, I’ve given you countless opportunities to set all the issues right over the last couple of months, however disappointingly though unsurprisingly you have failed to do so on pretty much all the occasions.

Please do not just respond with your meaningless generic apology. If it’s not apparent, at the stage where people are writing negative reviews, it means that you already missed multiple chances to rectify the situation. It shouldn’t take this for you to suddenly want to be ‘seen’ to be doing something. You need to improve your business operations and the quality of the products you sell to avoid ongoing negative reviews.

What a disappointment! We used BBD in our previous house, so when we moved and our builder recommended BBD it was a no brainer. Sadly things have deteriorated since we last used them. We ordered 2 bathrooms, both came with missing parts or the incorrect items, We have been doing all the chasing, calling them, even going to the warehouse to return and pick up items. We were left without a bathroom for 3 weeks. Hisham made it clear that he took no responsibility beyond the design, the warehouse is struggling to know what is being delivered, the after-sales team lacks of pro-activity. We currently have 2 incomplete bathrooms. They expect us to check the delivery, but there is no way to know what is missing until it is actually fitted (waste pipe, wrong toilet seat, missing fixings....). A complete disappointment and very poor service. We will not recommend them again and our builder is unlikely to do the same in the future. We are still awaiting of parts and a refund.

Leaving another 1 star review as Bathrooms by Design have tried to mitigate our complaints by saying you’re only allowed to make one complaint per order! Hilarious! I would recommend you go anywhere else for your bathroom needs.

The Brentford showroom simply has the most pathetic customer service you can get. Incorrect part sent by the showroom, yet no attempt to correct the mistake by sending a replacement, I had to personally take the incorrect part back to store and now despite multiple reminders waiting to find out when the replacement will come, all this while the builder is waiting for the part. They forgot to send part of the order and when they realized it they did not have it in order and again took multiple emails and phone calls to arrange for it. Broken mirror cabinet which will take more than 2 months to replace. I can go on and on. Just simply avoid these branch

Chris A. at Richmond branch was absolutely fantastic at putting together a wonderful design for us. Highly recommend (and already have done!)

Bathrooms By Design is a class act.
Stuart in the Richmond Branch was extremely efficient in helping us choose a perfect bathroom. His advice was spot on, and we are delighted with the result. The products are of the highest quality and all our dealings with the company have been excellent.
Our building company was Martix Ltd. I can thoroughly recommend them. Ivan’s team are very professional and their work is to the highest standard.

Jacob was so very helpful in his advice, and the software they have created gives one an immediate overview of what the final product will look like. Both offer a boon to moving on.....!