Many reviewers praise fast deliveries and mention staff by name for organising quick replacements. Several customers say items arrived well packed and that ordering online was simple. Another group describes repeated delivery failures, delayed refunds, and rude interactions. Some reviews flag faults in specific products, including taps, cistern mechanisms, and a mirror cabinet.
Examples from available reviews (Jun 2015 – Mar 2026).
Mary provided outstanding customer service regarding our order this morning.
“Mary dealt with our order this morning and provided us with outstanding customer service.”
After a delivery address issue they sent another basin within 24 hours.
“they forwarded another basin within 24 hours”
Severe delivery delays, poor packaging, and repeatedly poor customer service experience.
“This customer experience with this company is appalling.”
Company took payment but failed to deliver and is refusing a refund.
“Taken money, not delivered, and refusing to refund.”
Many reviews mention staff members who arranged same-day or next-day replacements. Several customers describe efficient aftercare and fast fixes. Another set of reviews reports refused refunds, missed collections, and rude interactions.
Many customers say prices and value matched expectations, and some items felt like good value. Concerns come up when customers paid for delivery or returns and then ran into service failures. Value appears less often than service or quality, but shows up in both positive and negative comments.
Several reviewers say the website helped them find parts quickly and that checkout was easy. A few point to missing details on product pages and missing small fittings such as an Allen key. Most usability praise centres on easy ordering and clear delivery instructions.
Many customers describe sturdy items that arrived well packed to prevent breakage, with good finishes on taps and radiators. Separate negative reviews mention faulty taps, weak cistern mechanisms, and at least one mirror cabinet that arrived badly damaged. Quality comments cover both long-term failures and one-off damage on individual items.
Several reviewers name helpful agents and describe quick live-chat or phone replies that solved problems. Others report ongoing mix-ups across email threads and courier collections that were never arranged. Communication ranges from clear, decisive help to unresolved coordination issues.
Reviews split between smooth purchases with fast delivery and replacement handling, and drawn-out issues with delivery, returns, and refunds. Positive accounts highlight quick fixes and tracked shipments. Negative accounts focus on unresolved logistics and strong dissatisfaction with staff interactions.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: March 2026
After reporting a missing part a year later, Byron promptly sent a complete replacement free.
“a complete new unit was on its way—free of charge.”
Josh provided attentive, knowledgeable and prompt customer support throughout.
“his customer support was nothing short of incredible”
Multiple agents miscommunicated and the reviewer paid to return an item.
“keep mis communicating despite a thread of emails.”
Reviewer strongly advises avoiding the shop due to poor service and delivery.
“Kindly urge look other shops and completely avoid this at all costs.”
Customer service was unhelpful and products were judged unfit for use.
“she told me she was 'only customer service' so couldn't help”
Wash stand was the wrong size and the product page lacked dimensions.
“the product page did not mention the dimensions of the wash stand.”
Company took payment but failed to deliver and is refusing a refund.
“Taken money, not delivered, and refusing to refund.”
Reviewer says it was the worst customer service they have experienced.
“THE WORSE CUSTOMER SERVICE EVER!”
Severe delivery delays, poor packaging, and repeatedly poor customer service experience.
“This customer experience with this company is appalling.”
They failed to collect returns after three scheduled attempts.
“they have failed to collect three times so far.”
Company replaced four defective radiators free of charge.
“they have replaced all 4 units, which were 4 yrs old, at no cost.”
They repeatedly failed to arrange courier collection for returns.
“they hadn't even asked the courier to come and collect.”
They sold a tap that was faulty and wouldn't let out water.
“Sold tap which was faulty and didn't let out water!”
Damaged items and poor service caused major stress and extra costs.
“AWFUL customer service & bad quality products- never order from this company”
Satisfied with the purchase and price and will buy again.
“more than happy with the purchase and price.”
Paid for named delivery but item wasn't dispatched on time.
“They refused to send the parcel with a more reliable service”
Cistern mechanisms were poorly made and caused fitting problems.
“The mechanisms in the cistern are very poorly made”
Reviewer warns against using products due to poor build and service.
“THERE PRODUCTS ARE POOLY BUILT RUBBISH, CUSTOMER SERVICE IS USELESS”
Bathroom suite started breaking within months and company refused replacement.
“the bathroom suite has started to break apart!”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Big Bathroom Shop runs an online store focused on bathroom fixtures and fittings. It sells showers, baths, taps, basins, radiators, bathroom furniture, and accessories. Product pages show images, SKU details, specifications, and prices. The company supplies homeowners and tradespeople across the UK and manages online orders, returns, and spare parts for bathroom installations.