We completely regreted ever going near them, thanks for trying Natasha.
2ND EDIT The 1 star is because, despite Natasha's efforts, Bathshack tried to arrange delivery of my tiles twice in this last week, despite having informed them that due to their delivery requirement of an able-bodied person to assist the delivery driver, we can not possibly take delivery until 18/12. Their van also sat outside our home a few days ago.
EDIT
A lovely girl called Natasha sorted everything out, thank you very much.
Unfortunately for me, after having looked for years for the perfect tile to replace our old kitchen tile, I found it in the Shore Road branch, in Belfast. David, from another branch, was covering, he was friendly & when we asked about tiler recommendations, we got chatting. We talked for almost an hour, including about the fact that my husband has just had surgery on both hands & about my health problems. Granted, I had had a bit of a blonde moment when I gave him the measurements for our kitchen & utility, I gave him the full measurements of both rooms, forgetting to discount the kitchen cabinets.🤦🏼♀️
We discussed adhesive & grout, colour & type, placed the order & paid the bill. Not once did he mention the fact that we needed an able bodied person present, to help on delivery, despite knowing that we are both disabled! Four weeks later, at 6.45 in the morning, (which I thought was both inconsiderate & ridiculous) our tiles arrived. The delivery driver, who looked to be even older than my husband & myself, did his best to help our son, who had had to leave his very young & sick baby and his wife just before 6am, to drive the 35 miles, to carry these 60cms × 120cms tiles from the van to our front door. They had been left out in the rain at the branch, the packaging was absolutely sodden & hanging off in bits There was evidence that someone had been standing on them & a small chip on one of them. The tiles were beautiful though. Then, our tiler told us that the adhesive was both the wrong type, colour & that there was nowhere near enough of it. Having given the larger measurements, we had thought that we would have had excess tiles & had already decided to buy more, to tile our front hall. In fact, there actually weren't even enough to complete the kitchen in the first place! So we are now facing Christmas with a cold, grey cement floor, instead of the tiles, which in total, had cost us almost £1100!🤦🏼♀️
I rang head office to arrange the return of the adhesive, (I apparently needed managerial permission to return them)I mentioned David's lack of disclosure about the delivery policy & the state that our tiles had been delivered in. Brenda was very apologetic & offered a store credit of £50, for the upcoming order of the extra tiles, as a good will gesture. David rang, to arrange placing the order & I repeatedly reminded him about both the store credit £50 and the refund due for the returned adhesive. He had to consult Brenda, so when he rang back a couple of days later, to sort the payment, I reminded him again about the two amounts. He assured me that both had been included & unfortunately, that day, I was extremely unwell with a chest infection, so, whilst it did occur to me that the price wasn't quite right, I was in no fit state to argue about it. I was completely down for a full week, before I was well enough to check this out properly & ascertain that I'd been overcharged by £50. After several calls to Brenda went unreturned, I rang David back, to point this out, to remind him, yet again, that two seperate store credits were supposed to be subtracted from the cost of my extra tiles & I requested a refund, only to be told no!! Apparently, when he & Brenda had conversed, she had only given one store credit reference ( the £80-odd for the adhesive) & failed to include the store credit reference for the £50 good will gesture. He thought that the two credits had been combined, though that would've meant that I was only being refunded just over £30 for the 3 bags of grout. For a salesman not to know that those bags of adhesive were closer to £30 each, when it's how he makes his living, astounded me!
He told me that, as the sale of the extra tiles had already been processed without the £50 good will gesture (totally his fault), I was no longer entitled to it.
I am still waiting on my 2nd delivery of tiles, despite another call from David, Friday before last, advising me that they were expected very soon. This has had the end result that our tiler had to move on to other jobs & he's unable to finish tiling our front hall until well after Christmas. Not a look that I exactly wanted guests to see over the holidays,when we first started this journey at the beginning of October.
To sum it up, would I recommend Bathshack? That would be a very BIG no!! Having worked in customer service myself for a number of years, I would rate their customer service as abysmal.
Order nos. SO70033192 & SO70038978
Reply from Bathshack
Hi Deirdre
We can see you have now spoken with Natasha our customer care manager. We can see she has resolved your issue.
Hopefully this has helped turn your experience around.
If you have any further issues, please get back in touch
Regards
Team Bathshack
