Sanctuary Bathrooms Avis 

The worst service I experienced in years!

I ordered Vileroy & Boch brushed brass shower caddy, which looked matte on the photos and had a beautiful engraved logo on the inside. What I received was yellow and shiny and had not even had a brand logo.
I chatted to someone on whatsapp same day I received the product and said I don't like it and therefore wish to return it. They said I need to email customer service. I did and days later I had to follow up on whatsapp again as I had no response. When I eventually heard back I received a long list of questions about product, like reason for return, order nr-which I all supplied already in my initial email. But they also wanted delivery date and photos...... just made it so lengthy and inconvenient. I supplied all the info and requested return label and they said they will deduct £15 for a courier!!!! While the delivery charge to send it to me was £5,79!!!!!! I said I'm going to arrange my own courier and I expect full refund for the product. I paid exactly £5,79 for next day DPD service. Several days later of course I had to enquire about status of my refund and was advised it's been processed. Couple days later indeed I received a refund, but they deducted random £6.95.............Dodgy shop, dodgy service, keep away from them!!!

£180 TO RETURN AN UNUSED £500 SHOWER TRAY — UNACCEPTABLE

Extremely disappointing experience with Sanctuary Bathrooms.

I paid around £500 for a shower tray. It was unpacked so my builder could inspect it, but he advised that it was too thick for the installation. It was never fitted, never used and was put straight back into the packaging.

When I contacted Sanctuary Bathrooms to return it, I was first told that the packaging had to meet their return conditions. I had used brown tape to reseal the box, but they told me it needed to be clear tape, so I changed it exactly as requested.

Now I am being told that collection will cost around £80 AND that they may deduct a further 20% from my refund because they claim they cannot resell the returned tray.

On a £500 purchase, that means I could lose around £100 from the refund plus £80 collection — approximately £180 to return an UNUSED item.

I find this completely unreasonable. The shower tray has not been installed or used, and I followed their instructions regarding the packaging.

Anyone considering ordering expensive or bulky bathroom products from Sanctuary Bathrooms should check the return terms very carefully, because in my experience returning an unsuitable item can become extremely expensive.

I certainly would not buy from this company again.

Great customer service, prompt delivery and excellent prices.

Yet again another company that doesn’t stick to delivery dates. Why can these people not tell the truth

Item as described with fast shipping! Very happy.

We needed to exchange some items after delivery and the support received from Richard was top drawer. He advised which products would be more suitable and arranged a prompt delivery and collection of the itemsbeing returned. Both the initial and second deliveries were on time and Lee was helpful and friendly. Highly recommend this company.

The item I ordered said 3 to 7 working days for delivery on their website. After 7 days I phoned up to be told it was expected to arrive in stock the next day and would be sent out immediately. After 12 working days I phoned again, to be told the item was not in stock and the estimate was now 18th October, a toal of 8 weeks after ordering and paying for the item. Poor communication would be my summary of this company.

Although the delivery of my first shower screen and flipper panel was not a good experience, Sanctuary made up for this completely. They ensured I received a great alternative which was packaged very securely and delivered very carefully on a pallet. Thank you.

New bathroom products all arrived undamaged and as scheduled,

Good quality and excellent service

I have had the most awful experience with this company. I would highly recommend using anyone else.
An item was ordered based on information provided on the website which was incorrect and when going through the process of a return and refund all started well with a courier being sent swiftly however this is where the positives end. After this the customer service office team don't answer the phone and when you get through to them I was informed the item hadn't been received by the warehouse team over 2 weeks after the collection. After more chasing around, I eventually get a refund note via email that states I am being charged a collection fee for an item that was mis sold with incorrect information on the website. I hope customer service reads this and gets their act together. Completely unacceptable for a "reputable" company like this.

Great advice. Delivered quickly

5* highly recommended

Great customer service from the seller and the delivery firm, plus an excellent quality product.

Although very expensive, the part was perfect for the job. Happy customer.

The reason i am giving the 5 star was the tremendous support the team gave. Realised during a bathroom refit that the Bathtub was the key next part of the install and we hadn't had a note for when delivery was scheduled. When calling they due to the bank holiday told me it was going to be 3 working days. I asked if there was any way to get it sooner and after a quick check and no fuss said they would be able to get it in two working days but it could be anytime that day. It turned up at 830am on that day and meant no disruption to the bathroom timeline.

All other parts of the end to end process went smoothly so do not hesitate to order from this company.

Place an order, it was delivered promptly with no issues.

The support service was really good. I had an issue with one of the products in the initial shipment and and the team was very responsive and provided a solution and a replacement in a short space of time. It was a relatively painless process and much easier than I had thought it would be. Recommend.