I need to caveat by saying that the showroom and staff in Stockton are amazing. But the customer service after sales was absolutely abysmal and left us out of pocket over £1200. We needed extra tiles half way through a job and so rang the number on the original order confirmation. This number does NOT take you to the branch you purchased from but a central sales line. Here, John took our order of additional tiles (I’m told it’s good practice to pass back to the branch but he didn’t feel like doing that this day). John failed to input the correct delivery date and failed to take the batch number. Husband (who is self employed) took the day off unpaid to wait for the tiles and finish the job. The tiles never arrived. Upon calling customer service, we were told John had failed to do his job properly but that they would order the tiles and deliver on Sunday. Husband took the day off again unpaid and waited all day for tiles that didn’t arrive. Upon calling customer service we were told ‘whoops sorry we don’t deliver to your area on Sunday’. By this point we could now not secure a delivery date until Wednesday. Husband couldn’t start his next job and so more days unpaid. We also had to pay the plumber for the day despite the fact he couldn’t go ahead and plumb anything in, so had to come back when tiles were finally sorted thus paying him twice. I then spent a frustrating 2 weeks back and forth with customer service escalating the issue. We were told another of goodwill would be given and they acknowledged their many failings on all counts. But would not cover our out of pocket expenses as their t&cs clearly state they don’t do this, even if they’re at fault. Furthermore, one of the vanity units purchased came bashed to bits. We waited for a replacement which also came like it had been hit by a hammer. We’re currently still waiting for yet another replacement. All in all, we wouldn’t use easy bathrooms again. Our bathroom does look stunning but the customer service and after sales care was just diabolical and extremely disappointing. We couldn’t afford to lose the money we did but easy bathrooms really didn’t care.
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