Bathroom Install Woes

Last November (2023) we paid for a bathroom supply and install – we actually paid for 2 bathrooms to be done, but all the issues have been with one.

In January 2024 the work was done. The installer fitted the wetwall panels dry, with no sealant in the tongue and grooves between them. This is totally contrary to the installation instructions. He did try to rub some sealant into the gaps 2 days later! Somehow the edges of the panels were all chipped too. The installer was adamant that no-one else would do a better job, but it was shocking. The retailer (who subbed the install to the installer) came to inspect and immediately agreed it needed redone. This was agreed in February.

Delay after delay after delay led to the replacement panels (but no sealant) being delivered on 8 July. The 4 panels lay flat on our living room floor for 88 days until a different installer came to re-fit them. During this time we had to repeatedly chase for the correct sealant, which also included the incorrect sealant being sent, and then finally the correct stuff at the end of September.

The new installer came on 3 October to do the re-install. One of the t&g panel edges was damaged, but he installed it anyway, leaving us with a panel with a bodged join in the middle of a 3 panel wall. These are supposed to be “seamless” – Mermaid Elite by Shore Laminates.

Again the retailer has agreed that this is sub-standard. We have been passed from the Installation Team to the Customer Services Team as we have escalated out experience to a “Complaint”. We have asked that replacement panels are delivered to the local store as we cannot store them on site, and cannot make ourselves available for delivery on a Monday until 23 December

On Friday we received an email from the Customer Services agent saying that they have arranged for 2 panels (not the 3 required), of the incorrect colour, and again, no sealant, to be delivered to our house. This is all despite very clear emails outlining what is required, that they have replied to and acknowledged. It is like they are being wilfully incompetent.

What now? I am considering raising a Section 75 claim on the Credit Card used for the purchase. We have had an unreasonable experience with the installation and the delays and constant chasing are beyond unreasonable. They have had an opportunity to put it right, but failed with that, and now have disregarded our instructions regarding delivery and ordered the wrong number of the wrong coloured panels.

The retailer is part of the Furniture and Home Improvement Ombudsman Scheme, but I seriously think a refund and new installer is the way to go.

Any advice?

Open a dispute with your credit card  company and purchase somewhere else.

Wow, certainly sounds like you’ve given them every opportunity to sort it out.

ocean kipper** might be on point here.

**Inspired by the user names you get wrong thread.