Review Time
Poor customer service and poorly packaged items.
I ordered the Emily 600mm mirror cabinet and the Hib Eris mirror cabinet.
The Hib Eris unit had some damage on the box but luckily it was securely padded with expanded cardboard corner and side protecters so it was intact.
The Emily unit was very poorly packaged. Only thin plastic corner protectors and thin polystyrene.
It arrived with a broken mirror so I arranged a replacement.
The second Emily unit arrived in an even worse state. It fell apart when I carefully removed the packaging to inspect it. On the plus side the mirror was unscathed this time.
I had to take time off on both occasions to receive the deliveries and return the damaged unit.
I thought Drench/Beyond Retail would offer some form of compensation but they flatly refused and said my only options were a like for like replacement or refund.
I really wanted this unit but I was not prepared to spend more time waiting for another damaged unit to arrive so had to opt for a refund and find a replacement elsewhere. This has delayed my bathroom renovation and caused unnecessary inconvenience.
I am really disappointed with Drench as I have used them before and thought I was in good hands.
I won't be buying from them again unfortunately.
It’s difficult to imagine going anywhere else (unless they don’t stock what you want!). The range and choices are great, the design service very competent, delivery is prompt and the after sales care and returns arrangements are excellent. We’ve been so pleased on every occasion that we’ve made a purchase.
Good communication from the team with my issue, but unfortunately the standard of the this particular product and manufacturers is very poor. Goods arrived damaged, long wait for replacement. Toilet seat doesn't fit but apparently that's ok because it's a universal seat!! Avoid harbour clarity products.
I made a substantial order for my new bathroom, and the support I received throughout the process was outstanding. There was a minor issue with one item, but it was swiftly replaced. The customer support team was excellent—very friendly and quick to respond. I also adore the products; their quality is remarkable. I’m eager to see everything installed. I genuinely couldn't recommend the service highly enough.
I had a disappointing experience. The mirrored cabinet I received was faulty. They are refusing to exchange it since it's been over 30 days. The only options offered were 5% off a new mirror or 5% compensation. I was only able to install the mirror now because I was renovating the bathroom. I'm still waiting for someone from the senior team to reach out to me.
I have mixed feelings about this service. I only needed a new toilet seat, and the website was impressive and user-friendly. However, after placing my order, I faced delays in delivery and poor packaging when it finally arrived. The contents were intact, but the lack of communication and responsiveness has made me hesitant to use this service again, despite the quality of the products.
Communication was a bit aggressive via email. When I attempted to place an order that had been in my cart for a while at a lower price, I was met with a response indicating I missed the opportunity. This experience was disappointing and left a negative impression. I chose to shop elsewhere.
I was let down by my experience. I ordered a shower bath that appeared to include a screen in the images, but only the bath arrived. The description wasn't clear about the screen being sold separately, leading to unexpected extra costs and frustration. The listing should accurately represent what is included to avoid disappointment.
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Beautiful, affordable designer bathrooms from Drench. A wide range of great brands, free consultations, expert 3D design service, and fast, free UK delivery over £500. Find the bathroom of your dreams at Drench.co.uk
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