West One Bathrooms - Tunbridge Wells - Tunbridge Wells

Aleksejs K.

I would like to set a few things straight as I was taken aback by the defensive stance of your sales team representative and blaming from her side for her own mistake.

Here are the facts:
1. We confirmed in writing 26th of September as the delivery date of all ordered materials with West One (e.g. email from 03/09/2024 14:49).
2. There is only one other call we have made (11/09/2024 11:48) to kindly ask to make an appointment with vendor for shower screen installation date 21st of October. FYI the sales agent needed to confirm the appointment was booked, but we have not heard back from her up until the expected materials delivery day (i.e. 26th Sep as per above point 1.) on appointment confirmation.
3. 26/09/2024 09:08 we called the sales agent and to our shock the whole West One delivery was not expected to arrive during that day.

The fact that the sales agent did not take accountability and pointed finger at us that we had asked her to change the delivery date left us very disappointed. She left us to deal with West One delivery department, instead of sorting out the mess of her own making. That was not very professional nor reassuring.

Because the delivery had to be urgently rescheduled for next day (27th Sep) there was no one around from our fitters to help us accept the delivery – it was only my wife and myself, who had been unwell but had to take all the heavy items inside the house under rain. Any further delivery delay was simply impossible and would have cost us even more.

The issue was escalated to sales agent’s manager Louise as well as higher up the chain all the way to Alex, all of whom just apologised for the situation but said not much else would be done. No goodwill gesture for such a messup was ever considered from their side! “we took immediate action to resolve the situation as best we could” – Alex wrote to me in an email. To that I replied:

“my point throughout this email chain is clear: not good enough and you could have done more. For starters my wife was not supposed to be told to waste her time and be dealing with dispatch team to work out timings etc for the next day delivery (for luxury goods market we should have had one point contact with your firm – the sales agent). Secondly I was not supposed to put in a shift carrying the materials inside the house sick. Furthermore the mistake was not immediately acknowledged and we are annoyed that my wife was blamed for causing it initially – with time (unwilling) by Louise and then subsequently now by yourself the mistake is finally getting acknowledged. . So yes, you could have definitely done more unlike your statement at the beginning of this paragraph.
To conclude, as Louise mentioned in her recent call to me, “nobody should be penalized [for this incident]”. Well guess what – somehow it feels that we definitely were and you didn’t make right by us.
Enough said – I didn’t hear anything new neither from you, nor Garry or Louise for that matter. I will make sure my Trustpilot and Google reviews reflect all this.”

dhmcdw

We went to the Tunbridge Wells showroom because they had on display a particular bath that we were interested in. I had emailed their head office to ask if there was one we could see somewhere and they answered immediately that there was one in Tunbridge Wells. Well, it's only a train ride from Central London, so off we went. From the outside it looks small but there is masses of display and we ended up ordering everything we needed for the three bathrooms in our new build house from this showroom. The manager, Louise, was extremely helpful and knowledgable and full of ideas, options and advice. She made the whole experience seem effortless. Her expertise and care made it all a real pleasure for us. We can't praise her and her showroom enough. Thank you!

Lorraine P.

We have just renovated our downstairs bathroom with the wonderful help of Louise at West One Tunbridge Wells. She has both the technical expertise as well as design and was an absolute pleasure to work with. She worked so hard to help us get the bathroom we wanted, within our budget and we are so thrilled with the results. Our bathroom is stunning. Thank you Louise.

Sharon R.

We have recently renovated our home and used West One Bathrooms for all fixtures and fittings which was alot as there was 3 bathrooms plus 2 cloakrooms , we also used them for our last property!
Louise at Tunbridge Wells was so helpful , her eye for design also helped us create a look that we loved and are super happy with.
As you would expect with a large order some items may be missing or wrong item sent ( due to a supplier's mishap) these things happen! But I have to say Louise was so quick to rectify a problem , always responds back to your eMails & phonecalls.
Louise's customer service and after care is superb..
Which is why I would highly recommend West One in Tunbridge and more importantly Louise.

K C.

We were very impressed with the excellent service provided by Louise and Peter at the Tunbridge Wells branch of West One Bathrooms Ltd.

Their in-depth knowledge of all the different products and their helpful suggestions saved us a lot of time and were invaluable in helping us make our final decisions.

Louise has not only got a very creative and artistic eye for design and detail but is also a whizz on the technical side too!

The lovely shop is welcoming and well laid out so there is plenty of room to browse and has a good mix of both contemporary and traditional bathroom furniture together with gorgeous accessories to compliment the final look.

If you are thinking of updating an existing bathroom or installing a brand new bathroom and want friendly, really professional and knowledgeable service then we have no hesitation in recommending this store.

West O. B. -. T. W.

I tried to do a review but couldn’t get it to work, so I’ve done one below, hoping you can add it.
... Louise listened to what I wanted and added her own creative and practical suggestions, without making me feel bossed about. She encouraged me to be adventurous and I have ended up with a bathroom which I absolutely love and could never have put together myself. It makes really good use of a small space; looks amazing; provides lots of storage and is a very relaxing place to be. She also recommended Mark who did the whole refit to a very high standard. The project was a good experience from start to finish....

Sue

Tim F.

We have just finishing refurbished our home and have been dealing with Lou at West One Tumbridge Wells for the family bathroom and ensuites. Lou has been utterly brilliant with her design, it’s a whole league ahead of anyone else. She has listned to what we want yet guided us on ideas to improve our designs and brought whole ideas in where required that we would not even have thought about.

We have been described as “particular” before and I know we are not easy to please, however Lou and West One have achieved this. We have been supplied with wonderful baths, ceramics, taps, tiles and shower screens that have blended together to create individual expertly styled bathrooms all with their own unique style and feel.

R P.

I met with Louise Ashdown of West One Bathrooms in Tunbridge Wells. She understood exactly what I wanted to design and created the most wonderful shower room, far better than anything I could have possibly hoped for. What’s more, she was an absolute pleasure to deal with from start to finish. It is without hesitation that I recommend her.