Bath Depot

I made my order on December 4 and today is July 19 and still waiting for it . They keep saying its on shipment. No one pick up the phone .no answer the emails . I purchased at Richmond bill location.

I have ordered from Bath people and three occasions and unfortunately on all three occasions I have the exact same experience. Their orders are never processed in the 1 to 3 days that they state on their website. Which then means the orders are never received on the approximate shipping dates but they provide. On all three locations I had to call after two weeks of waiting to find out the status of my order and on all three occasions my order has not even been processed. Each time they seem to have an excuse but they do not communicate with their customers at all. The excuses are not legitimate and this is a very poor way to treat customers. I would suggest you save your self the aggravation and frustration and simply shop somewhere else. Even when they recognize a problem on their behalf they are not willing to do anything to help their customers.

Nice stuff on the site.

They said a vanity would be in by Feb 1. They then delayed it to Feb 28. Then Mar 20. Now it’s April 28.

Do not trust these guys, they just want your money, they don’t actually want to provide the product.

We bought a sink and faucet thinking that we are going to a quality store for one that would last. We went to pick up our order and it comes in a few boxes that you have to build all of it yourself. The quality is junk and the doors are so bad I am embarrassed to show our new vanity. It is absolute junk. Save yourself a lot of money and go somewhere else. This sink is one of the worst things I have ever purchased from a home store.

I made the purchase 108 sq st of AlinO-Gard Waterproof Membrane online on the 10/Feb because it said approximate availability 11/Feb
On the 18 when the order had still not been processed I emailed customer service.
They emailed back saying it should be in stock that day 18/Feb approximately and shipped the next week to the store for pickup.
The next week 22/Feb I emailed to follow up - no reply, again on the 23/Feb - no reply
On the 28/Feb I emailed to cancel my order and refund my CC, they replied that the product is back ordered for 11/Mar. I said please cancel the order which they did, now waiting for the refund on my credit card, lets see how long that takes.

Product was defective, returned to store and was told to wait 5-10 business days for refund. Called head office and they said they forgot to refund me and to wait 5 more business days. Company is unorganized, very pathetic.

The nastiest store I have ever seen! I ordered a vanity and its cabinet. The top part of vanity, sink, and the cabinet has arrived but not the vanity itself. They are forcing me to pick the arrived parts and are saying to deliver the vanity by 45 days but no guarantee at all. They said they won't accept the return of the sink and the cabinet even if they are not able to deliver the vanity. Crazy! Do you know what should I do with a sink and a cabinet without vanity that doesn't match any other available vanities? It is like you buy a car and they give you the engine! promising the body will arrive.

Placed order for tub and glass door on August 2, 2021. Well Covid and all, bath won't be available till September 9th., but no problem for the glass door. Being smart, I booked the installer for 10 days after quoted delivery date. Only nothing shows up. Call the store, they will get back to me. And they did. I received an email showing my order will now be available October 19th, 2021. Went to store, gave them ten days to come up with the door I already purchased and the tub that is suppose to be here now. If it shows up I will post again....any bets??? Pretty crazy game they're playing.

We ordered the 38" Black foldable bath door with 3 panels last August 2020 and have yet to receive the product even though we paid for it already.

I call every month for an update and the associates keep saying it’ll be in next month, however that was a year ago.

They still sell this product on their website which makes no sense since according to the sales people at the store 250 people are waiting for these shower doors. Take it off your website!!!! An over a year wait time for this is unacceptable.

The sales associates are always friendly but are not helpful at all. Head office was also useless. Extremely disappointed and would not recommend buying through Bath Depot.

I will start with the positive. The in-store experience is very good. All the staff are friendly and helpful. They offer details when asked and are attentive and appear knowledgeable. In our case, we weren't sure if it was the right shower unit for us. After a few days of shopping around we decided that we liked the look, the quality and the availability of our choice.

The problem starts with availability. We ordered on-line because, at this point, we had already gone to the store and didn't feel we needed to go back. We made sure that the unit that we were interested in was "in stock" not realizing how long it would still take to get. On the website, there are items that say in stock or items with a date they will be in stock, which we thought was great. Unfortunately, in-stock doesn't mean in-stock because, as it turns out, stores don't have any stock. You are only selecting a store in order to select a pick-up point.

We ordered on a Thursday and apparently that is the cut-off for their order cycle, although we didn't know that at the time. You get one email from Bath Depot confirming your order with NO DETAILS as to when you can expect the order to be fulfilled. I waited a few days and still no follow-up email. I finally spoke to someone at the Ajax store (our pick-up point) and they told us that we missed the cut-off because Thursday was a holiday and so the order only went in on Friday. Of course, we didn't even know there was a cut-off as no details were on the website or in the email. They said it would "probably" come in two weeks. Remember, this is "in-stock". I reminded him of this fact and he says that it comes from their factory in Quebec.

Next, I called the head office in Quebec. It was 4:45 PM, but the "customer service" line only operates from 9 am to 4 pm, Monday to Friday. This was a Monday. When I get through the next day (after a very long wait on hold) I am greeted by one very unapologetic and unhelpful woman who does not identify herself. But of course your order isn't ready as you've missed the cut-off for this week, I'm told. Remember that there is no indication that there is a cut-off on the website when ordering. I remind her that this item was listed as "in-stock" and she tells me that it has to be "made". Wait....what? Made! That doesn't sound like "in-stock" to me. I would not have purchased had I realized this fact. I asked if I could pay to expedite the order and the answer was no.

I am now two weeks after the order and I've been told verbally by the head office that it "should" arrive at the Ajax store either today or tomorrow and they will call me. Not a bad turn around time for a custom item, but unacceptable for "in-stock". Also, still no update at all from Bath Depot. No email from them since the confirmation and on my online account it still says "processing". Most stores that indicate an order is being processed means they haven't even started working on it yet so I'm worried, because I have a contractor who is waiting for this and I have a bathroom ripped apart.

To Bath Depot: You need to communicate with customers. You need to be up front about what "in-stock" actually means. You need to publicize cut-off dates. You need to provide a confirmation email that includes an expected delivery or pick-up date. You need to offer options to expedite an order. You need to update an order's status on a customers account so they know what stage it is at. You need to have better hours of operation for your customer service line. You need friendly, polite and knowledgeable staff. In short, you need transparency not opacity. Realistic and proactive information will manage customer expectations.

I always try to support Canadian companies, but this is yet another example of a Canadian company providing poor customer service. I can see why Bath Depot's HomeStars review is 1.6 out of 10 based on 21 reviews (so far). I wish I had seen that review before ordering.

I will update my rating if they actually have my shower kit available today or tomorrow. Based on the other reviews it seems unlikely.