BellaBathrooms.co.uk

This company will not refund you for goods bought on the Internet and returned. Even though the item is returned within 14 days as per the consumer credit act. They claim there terms and conditions state no returns but there is no exemption for this stated in the consumer credit act. I am having to take legal action through my credit card company to recover the payment. It is only £50 but I am on a pension and in the current climate every penny counts. I would not use this company there are plenty of better ones with good customer services out there

Purchased replacement product recently and following delivery, goods were damaged. Contacted Bella customer service via email, for advice. Was pleased to receive positive response reqypuesting pics of damage. Duly done and replacement sent out following day. All in all I received great service.

Purchased a high value item that was faulty. Very poor customer service and no option to speak to anyone. Case closed with an abrupt reply that the it is not possible to send a replacement. Now taking it up with formal complaint.

Extremely unprofessional retailer and very rude staff. They had items in stock on the website. Happily took my order/money but a month later only partial order arrived. Called 5 times and emailed 3 times. Each time having to wait 30-60 mins in a queue. They expect you to keep wasting your time and calling them to chase order as they won't respond to emails. On last call an extremely rude representative got into an argument with me accusing me that "I don't care their team is off". With all due respect, I have a job to do and have already waited a month. She refused to log a complaint, refused to process a refund straight away and refused to transfer me to a manager. I would highly recommend everyone stay away from such a cowboy setup and go with a more professional outfit that have a modicum of ethics and higher level of customer service about them. As a last resort I have now escalated this matter to Trading Standards. If I could give 0 stars I would.

Had a shower door delivered which was not mine, I rang Bella bathrooms explaining that it is not mine and I would keep it until it got collected as a goodwill gesture, 3 weeks later and still no collection. I rang B. B and explained i need it moving as I have a 3 year old and it's dangerous to be in my home and want it gone to which I got a response of "it's not my problem". Then they have the cheek and I'm pretty sure it's against the law to give out my name and personal number to their customer who's then called me! I'm not happy what a joke this company is. If the was a zero start option I would give that. I'm now in the process of taking these to court for giving out my information without any consent.

I ordered a toilet and sink, the toilet arrived broken and despite the box being opened in front of the delivery person the company refused to replace or refund the toilet.

Avoid this company

Mrs SH

Placed order through BB on 22. 06. 20. Website said product in stock and was advised estimated delivery 5-10 working days by email. Called after 10 days. Customer services said they didn't have it in stock and was still awaiting delivery from the supplier (who they couldn't call because they were all working from home) and that they would email them and get back within 48hrs. After 48hrs, didn't hear anything, so emailed again and was then told the supplier said the product hadn't been made yet. Was then quoted an estimated lead time of ANOTHER 10-14 (working) days on top of the 18 days I'd already waited for delivery. Was told it's due to volumes/lack of staff. I understand this completely, it's tough in the current climate, but my point was that they should adjust their website lead times to reflect this and not say something is in stock when a) it wasn't b) It hadn't even been made - and it's their responsibility to ensure the information they're proving is as 'real-time' as possible. Instead, they blamed the manufacturer for not relaying the information. "we can only relay the information we are given". Had I known delivery was going to be a month, I never would've ordered in the first place. They were quick to take the money the next day though and I had to then wait another few days for a refund. Ordered with another company on the Friday, delivered on the following Wednesday. Maybe a one-off I thought, but other negative reviews suggest not

Terrible company that do not care about customer service. Bought a very large item (shower tray) that needed to be returned because the waste was on the wrong side.

Having already spent £33+vat on delivery I was told I needed to arrange for the item to be returned to BellaBathrooms myself. I have bought from lots of bathroom suppliers before and for large items they arrange a collection for you. As I am not myself a bathroom company I am not in the habit of arranging for large goods to be transported via lorry/pallet...! When I said this I was told that's how it was and they are a small company that can't manage returns the same way larger companies can.

This is obviously a way of inhibiting returns. If I need to arrange a collection myself and pay for it myself I will spent 50% of the cost of the item I am trying to return... It is just ridiculous.

I asked to speak to a manager and was told they were all working from home today and calls couldn't be transferred to them. They really don't care about customer service at all - take your money and run is the attitude...

On a separate note, the only reason I ordered the product from them in the first place was because it was showing as in stock. However it took days longer to arrive than stated and required me chasing them several times for delivery updates. Shockingly, they were unable to give me a firm delivery date and the product ended up just showing up one day without any prior notice. Luckily my builders were on site.

Do yourself a favour and avoid this company.

Bella bathrooms inform customers that they have 24 hours from delivery to report any damage and request return and refund. This is against consumer protection ACT 2015 which gives consumers 14 days to return merchandise which is damaged or of poor quality. In my case the unit was delivered in improvised packaging (clearly not original and showed signs of damage with marks and fine scratches. I requested a return and refund at 36 hours and it took many e-mails of intense negotiation before they eventually agreed to give me a refund.

Terrible customer service item returned and they refused to refund. Because we could not prove that the tray was damaged in transit. Note when returning the item, we insured it but used the original packaging. When we tried to claim due to Bella bathrooms refusing to refund us we were told that the insurance would not pay. This is due to the original packaging not being adequate. Do not use this company, If there is any risk you may want to return an item

From enquiry through to delivery ever aspect was superb. I was about to purchase furniture elsewhere and accidently stumbled across Bella Bathrooms online trying to source an alternate semi- recessed basin. I'm pleased I did because the price was much more competitive and the service was great. I had several queries of which Rachael knew or managed to find answers to. Highly recommended 6 out of 5

Arrived on pallet driven direct in to garage no damage done by us. when fitters unpacked to fit had scratched doors and broken clips on vanities. The worktop in description said marble yet made of chip board. We opened to fit after 2 1/2 weeks. We felt best left packed as heavy and building work going on and but within the 30 day rejection required on long distance selling set by trading standards, yet Bella Bathrooms think it is fine to change this rule to a 24hr rejection. By adding own terms and conditions, they think they can do as they like and said they would contact Hudson Reed the manufacturer putting the problems on them rejecting the fact the retailer is responsible. After three days bickering lost emails and lengthy phone calls they said would not supply again as i would not abide by the rules they make for selling (appears no longer available) so decided manufacturer had to collect then refund. Tried to arrange for next day collection responding to them by email at 13.15. I work full time Thursdays only day in week off, but notified at 4pm that day that this was not possible despite email saying 1-2 days notice. Asked for Saturday as husband has Saturday, Sunday off but do not work weekends next Thursday can do morning for collection as hospital appointment PM. All day only! I don't think they want to refund do you? It is up to you but anyone that can not collect around a customers working hours may not deliver when suitable, website says 3-5 days no exact delivery date at all. Blames me for not checking even though part of the problem was description wrong and needed a lot of packing protection unpacking and was stored safely on pallet while needed within the trading standards rejection time. They tell me they have 4000 customers emailing them so wait 24 hours for response and despite after sending email getting a generic we will respond within 24 hrs they say i sent to a no reply email!? Awful customer care but guess that is the customers or Hudson Reeds fault.

Ordered yesterday morning and had my delivery today at 2pm! Easy to use website with good product choices and even faster delivery.

My bathroom was nearly complete. All I needed was a bathroom cabinet for my sink to sit on. I ordered from Bella as I thought they were a reputable company. What a mistake I made. The item arrived and looked good. A 2 drawer bathroom unit with soft close drawers. However, when I unpacked it I found that 3 out of 4 of the mechanisms for the soft close drawers inside the unit were broken resulting in the drawers not closing properly. Not acceptable for a £292 item. As this was now unpacked in my bathroom I decided that rather than re-packaging the item and waiting for an exchange to have the same potential issue I would offer to fix this myself by having the broken parts sent to me. I would simply replace these myself. I then began the painful communication with Bella. It took 16 e-mails over 59 days to eventually receive the replacement parts, whilst the unit sat on my bathroom floor. Horrendous service!

As other review- Appaling service, full of excuses as to why delivery had not been made. Blames Warehouse! (As if the warehouse is a different company). Promised delivery, failed to materialise on agreed dates. When I complained and asked for a delivery date (after 3 failed promises over as many weeks) they cancelled my order.

As other reviewer- i am now considering legal action against them.

Take your business elsewhere.

I placed order as sadly the company I normally use who are excellent were out of stock. I was in a hurry I also am very dyslexic. I hadn't heard from company for a week after order was placed no alert or tracking for my order. I got a email out the blue saying delivery in 24hrs if I'm not in I will get charged I thought that was unfriendly way of treating customers when I spoke to a staff member the person sounded bored. I do work full time I can't up and leave and ended up putting myself behind at work due to added charge if not in at delivery. When I was on the phone they said it's was not coming until tomorrow as don't deliver Sundays so I panic for nothing. I got a patronising email about reading the terms. It was like your doing them a favour. I later looked on trust pilot and thought they do have high reviews but on the low reviews I thought the replies were rude and unprofessional.

I ordered a shower which I was advised was not in stock. 7 days later I received an email to say they wanted to deliver. I rang to tell them t was going on holiday. They then insisted I send an email to confirm I wanted the delivery for a week. They then insisted on charging me an additional £10 which I had to pay or they wouldn't deliver. I cancelled my order on the basis if this how they treat customers I wouldn't want to deal with them on a product fault.

Spoke to a lovely lady called Rachel who went the extra mile to help. If the product is as good as the service I will be very happy. Thanks again Rachel and I'm sure it will work.

Products are OK but customer service is so so bad. Missold a product and when trying to sort it out their answer is to hang up repeatably I guess hoping you give up. I would suggest you buy from elsewhere.

A company to definitely to avoid, especially if you have a problem with your order like I did. Slow, unhelpful and so bad I have had to take legal action to recover my money

Update: Due to the woeful customer services (Agent called Sarah actually threatened to call the police for harassment even though I was polite and never bombarded the company!) I just sued Bella Bathrooms instead. The judge found in my favour and awarded me a full refund plus costs. I then contacted Bella Bathrooms for payment and when they refused to pay, I sent in the bailiffs. Needless to say, I got everything I was owed and furthermore proved that Sarah knows NOTHING about the law and NOTHING about customer service.

Several attempts to contact Customer Services by e-mail and letter (last letter sent on the 10th October - to date no reply - 7th November) subsequently on contacting firm by telephone regarding my complaint which was minor i. E. refund of the sum of £7.68 which was the result of me having me to return the item a second time as the first one was sent to Darlington and not Co. Durham albeit that the Darlington address etc. is still shown on their website - Consequently I felt that this was not my fault and if the Darlington office was defunct all information regarding same should be removed from their website. However, I was advised in no uncertain terms and I would not be refunded this additional courier charge. Asking to speak to speak to a Manager I was was advised that they do not have Managers and that I could speak to a colleague "Sarah" on asking Sarah's surname I was told that they do not give out surnames WHY - Having been in the workplace for over 50 years this is the first occasion that I have been told that a firm (of this size) does not have a Manager and surnames are not given. Do not be swayed by slick advertising of this Company - money should be channeled into improving their Customer Service as their attitude is 'Take it or Leave it' I cannot comment on the quality of their products as I returned the toilet seat to them in its original packaging. I thank my lucky stars that it was only a toilet seat I ordered - shudder to think if it was a bathroom suite!

Dont use this company if you have any alternative they are anything but helpful when it comes to solving disagreements and practises which are only just legal, they appear to be selling damaged goods as perfect- don't be fooled by the low prices and slick web site.

Beware my story
I have just taken delivery of a large bathroom cabinet when the driver delivered at 8:40 am his van blocked the road. In trying to allow my neighbours to get out to work/school I signed the delivery slip unchecked as the packaging looked fine from the outside.

When I returned from work, I discovered a dent in one of the side panels- when I contacted Bella re a replacement I was told I should have inspected them at the time of delivery- its in their terms and conditions. No replacement forthcoming. On closer inspection there were a number of dints/scratches on the unit which could not have been caused in transit as they were on the inside of the cabinet.

Credit card company can't do anything about getting me a refund either as its in Bella bathrooms terms and conditions

Wont be using these shysters again

Great products at great prices, ordered my full bathroom from Bella Bathrooms and the website has everything I was looking for at the best price for branded bathroom products, delivery was within 3 days and no issues at all, will be definitely be back