A year of delays, excuses and shoddy baths

It is almost exactly a year since we placed our order with London Encaustic and I cannot begin to say how awful the experience has been. It has been a year of delays, excuses and shoddy baths. Timing, communication and quality of product has been disastrous. I massively regret ever ordering from them. We ordered a Coln bath in early August last year because the product and price looked good. We were told delivery would be anything up to 20 weeks. It took around 30. At first, communication about delays was good, and then it stopped, so that we were in the position of always having to get in touch to try to get an idea of what was happening. When the bath was finally delivered, the quality was shoddy. The enamel on the interior was pitted, like orange peel. We wrote to the company to say we weren’t happy with it and heard nothing back. This set the tone of things to come - delays, us writing, hearing nothing back, writing again… Eventually the bath was collected and another delivery promised. Same format - no communication, mails from our end, excuses from theirs… Finally another bath was delivered and it was worse than the first. It looked as though the enamel had been sprayed on with a paint gun. It was matte in places, orange-peel in others. I’ve got a better result using a home re-surfacing kit that you set with a hairdryer. At this point we spat the dummy and said we wanted a refund. That was agreed to but they wanted the bath back before refunding us. Because of the awful experience we’d had to date with them, we simply didn’t believe the refund would ever eventuate and so they agreed to refund us half, with the other half to follow when the bath was back in their warehouse. That was over a month ago. Despite mails and assurances, nothing has happened. It honestly feels as if they’re taking the piss, promising things but doing nothing and waiting for us to shut up and go away. After a year of waiting we’ve had to buy another bath from another company, a purchase which was completed without fuss within two weeks. We are out of pocket to the tune of £2685, and looking at a small claims court case to try and get our money back.

P P - 02/08/2022 | report this review