"Wrong bath sent and 2 weeks later, still chasing up for essential accessories & refund!"

We ordered a 23-jet L-shaped shower bath from Whirlpool Bath Shop, including upgrades and accessories, paying over £1300! Firstly, they repeatedly insisted on charging me for the wrong bath filler/overflow accessory. Managed to get this sorted after repeated phone calls and emails, and before the bath was delivered. Then hurray, received the bath the following week with clear instructions from the company saying that they take no responsibility if we don't inspect the bath kerb-side and make sure it is indeed the item we had ordered and had no damage. The delivery company driver was shocked and to say the least, not pleased at all to hear that we wouldn't sign the paperwork without inspecting the bath - surely, one would've thought this arrangement would've been made clear to the delivery company. Anyways, whilst on the pavement outside our house, we realised that the bath had the wrong number of jets fitted in it - it had only 21 jets when we'd ordered a 23-jet bath. The biggest shock was the fact that the bath came with an inspection certificate signed off by the company's engineer stating clearly that there indeed were 23 jets fitted to the bath! The delivery was made a little after 4pm on a Wednesday (mid-Aug 2020), and we phoned Whirlpool Bath Shop to see what they've got to say about this whilst the delivery driver was still around. Initially, we couldn't get hold of anyone. A very nice lady at Reception who then answered the phone said she would make a note of the situation, and that she would have someone phone back first thing in the morning the next day. There was absolutely no communication from the company the next day. After phoning in/sending emails myself, and sending in pictures of the bath, one of their customer care representatives offered to refund us £50 for missing the 2 air spa jets that should have been in the bath, citing an oversight at their end. As much as we were not convinced with this, as we also noticed what looked like damage to the Supercast (extra upgrade) to the bottom of the bath, we decided to accept the £50 compensation as the company claimed they couldn't send anyone over to fit 2 extra jets, or replace the bath. 2 weeks and numerous emails and phone calls later, we have still not received the refund....PLUS the bath was missing the shower screen it should've come with! At no point before delivery were we notified that the shower screen was back-ordered and was unavailable from their supplier likely until early September. All I keep asking them is an estimated delivery date for the shower screen - I've been assured at least couple of times that they would send me an email regarding this, but NOTHING! So, now, 2 weeks after the bath was delivered, we have a bath with the WRONG number of jets in it, NO COMPENSATION for the mistake made, and missing the vital SHOWER SCREEN in the bath. Our plumber is yet to fit the bath, and it remains to be seen then what other surprises are in store for us in the next few days! Based on our experience so far, I would urge anyone who plans to order from this company, to think twice, because their customer care is clearly abysmal!

"Bad product we all love it"

Bad product we all love it, there was a problem but the customer service was really bad and they sorted it quickly.

"Took a while to sort out delivery 1st"

Took a while to sort out delivery 1st, 2nd date missed 3rd date successful.
I would like to stress that the shop was not at fault and handled the order with care and courtesy. The supplier delivered a blemished bath first which was reordered, then a damaged bath and finally a satisfactory bath, the retailer picked up on all faults and when they had a satisfactory quality,fitted the spa pumps quickly and efficiently before finalising my order. Thankyou

"Leaking bath, lack of customer care- Avoid using this company.Sr"

Where to Start!

We also purchased bath pre lock down. Company closed the factory/ warehouse which was not an issue. However, Only issue they decided not to inform their customers of this.

Bath fitted to discover it was leaking from jet points, before it was even wired in. Called them to advised of the issue, had to leave message after message, emails, video also calling several times a day to get it resolved.
Finally we had someone out to fix bath And was he was here fixing it for 2 1/2 hours. However, do to the work on the bath we lost a day rate with our Plummer of £250 down. Also we did not want to continue work on our bathroom if we had to remove faulty bath.

Week later bath and was leaking again from the jet points. Again left messages, emails, videos of what was happening. Again having to call and chase up every left message and email. Again no response! Week later I receive a call from Alan the MD, who wanted to investigate it. Hurray, I thought!

Alan arranged an engineer from the workshop for the following Monday. However there wasn’t a engineer for whirlpool available as there is only one engineer who has a 6 week wait? Monday came and no engineer. Alex called Tuesday to say earliest he could arrive was Friday! In the end he managed to come to ours earlier as we could not do Friday.
Once “fixed” I then again had to chase up Alan on his investigation... to be then told in a email we man handled the bath when transported, so it caused the jet points to leak?! Unsure how the bath a week later it was fixed, could leak again if we man handled it, as not transported any where?

I often want to purchase from local independent companies, however they have fail on first hurdles of communication and lack of customer care.

We were informed it was a good Will gesture of them fixing it for us and we given some bath salts!

I would not recommend using them and along the road gave the company the opportunity to resolve the issues in good time. We are now £250 short, a bath that has potential of leaking again and a shorten warranty.

"Here's a timeline - you decide..."

I won't bore you with personal feelings (scroll to the end if you'd like them) - here is a timeline and you can decide for yourselves:

26.06.20 - Bath ordered, email received to confirm this.

27.06.20 - Received a call from a very nice lady who explained they were no longer able to obtain the bath I'd ordered from their supplier. I was given two alternatives they stock, however due to the extremely awkward space the bath would be fitted it wasn't just a simple length and width substitution needed. I was informed I needed to go onto the manufacturers websites to find all the dimensions needed (which was not a problem) and we agreed I'd call back the following week.

29.06.20 - Called and explained that the alternative baths wouldn't be an option for us as they would not fit into the space, I was quickly told the colleague who I spoke to previously was on break and would call back within the hour

30.06.20 - Called again as a call back was not received. I was informed again that this would be passed to a colleague to deal with and someone would call me back.

a week or so passed..

08.07.20 - Still awaiting a call back. I call again, I explain the situation again. I asked for a refund as they were unable to provide the product ordered and the alternatives offered wouldn't fit. I was informed that the request would be passed to a gentleman that day and my refund would be processed.

10 working days pass and no refund received...

Email sent 22/07 stating the situation again, that I understood the limitations due to the current Covid situation, however, I need an update on my refund.

27.08.20 - Called to ensure my email was received as I hadn't received acknowledgement, assured that my refund would be processed that day however could take 7-10 days to clear into my account.

Today is the 10th day - The refund has not been received, I've called my bank and there are no pending transactions!

FAO: The Whirlpool Bath Shop,

I honestly have far better things to do than chase you up on what should be a fairly straight forward request and process. I've never previously left a negative review for any other company - as a business owner I understand that things don't always run as smoothly as we would hope and I find writing this review extremely uncomfortable, however, I do feel that I have given ample opportunity for this issue to be resolved and have been left with very little option then to vocalise this on a public platform in the hope that somebody will get back to me and my refund will finally be processed.

"Worst Comapny Ever Used! Stay Away & Save Your Money!"

The worst decision ever to purchase from this company. First the company made false promises of delivery dates which resulted in myself losing several days of work and fees that I had to pay the builder who i booked in. Then once a date was decided they advised the bathtub arrived broke and they can send me another one which was advised as a higher spec but was actually a lower spec one. Then they sent be the incorrect bath panels 4 different times. All this resulted in me losing over £1000 of builder fees and 5 days of work. I will be writing this review on all social media platforms so that all buyers can save their money and purchase from elsewhere. A lot of advisors were very rude and unprofessional so I recommend you save your money and go elsewhere. I am still losing money daily and time off work as they still have not provided me with the correct bath panels. Stay away from this company as they have no sense of customer service or care for your time or money!

"Dreadful company . Worst I’ve ever dealt with!"

Ordered a whirlpool bath. Had nothing but problems from day 1!. No communication during lockdown (as stated on their pre recorded message). Heard nothing for 3 Months despite numerous e mails! Then eventually got hold of someone who said our brand new bath was ‘faulty’, so the motor had to be changed . Still awaiting end and side panels 6 months on despite being promised them months ago. Avoid like the plague! They take your money and provide Zero customer service !
Ok I’ve just ring to complain and they’ve HUNG UP on me. It gets worse !!!!
If I could award ZERO STARS I Would!!!
Update: 29 June 2020
STILL no bath panels received.
Getting beyond a joke.
Was told I’d hear from the suppliers direct.
Heard nothing.
Have now e mailed the MD direct to try and get this ongoing FARCE resolved!

"Really good to deal with"

Really good to deal with, pricexwas about the best I could find, the lady I spoke to new what she was talking about. Delivery was within a few days and everything was perfect. Would definitely recommend these guys to anyone. Great service, great price and great quality.

"Really good company"

Really good company, great customer service. Whirlpool bath is brilliant. Would def use whirlpool bath shop again and highly recommend to others 👍

"Bath arrived when stated"

Bath arrived when stated
Unfortunately in a garage for now because of lockdown, no one able to fit it.