Sanctuary Bathrooms, based in Leeds, supplies bathroom products through a showroom and online, with reviewers naming Paul, Jamie Hitchen, Tom Hudson, Declan and Alex for showroom design guidance, order handling and after-sales support, including tracking manufacturer warranties years after purchase. Customers praise a wide stocked range across brands such as Crosswater, Burlington and Britton, competitive pricing and free delivery thresholds. However, a recurring theme among a significant minority of reviewers describes delayed or repeatedly postponed deliveries, slow or unresponsive email and phone support, incorrect items sent, and a showroom order where a discussed shower screen was left off entirely. As a bathroom showroom in Leeds, Sanctuary Bathrooms holds a 4.3-star average from 113 Google reviews.
Reviews
4.3 / 5 · 113 totalI had a great experience with Sanctuary Bathrooms. I ordered several bathroom products in May, and one of the items had an unexpected delay. A huge thank you to Declan, who kept me updated, checked the status for me, and arranged the delivery schedule so that everything arrived on time. All of the items were delivered in excellent condition, and the delivery driver was also very friendly and professional. Excellent customer service from start to finish. I would definitely recommend Sanctuary Bathroom.
Customer service is very poor. Was sent a toilet roll holder that looked very different to the one I ordered on the website. Tried calling, emailing and whatsapping to exchange for the correct one - nobody answers the phone, emails take >5 working days to respond and they blamed the distributor. No resolution. They didn't reply to further emails requesting an exchange.
Great service from Sanctuary Bathrooms. We ordered bathroom parts from them a few months ago, everything arrived perfectly on time. Last week we contacted their support to help us out with a small snag, Alex was incredibly helpful in resolving this snag. We'll use them again next time we do anything bathroom-related :)
A mixed but disappointing experience. We visited the showroom twice and found Paul to be very helpful in helping us design the bathroom to the style we wanted and to try a few different layouts for the room. Unfortunately once we'd finalised our design and paid the deposit there were a number of problems. Firstly we arranged delivery to coincide with the fitter beginning work. However on the arranged day we had no communication saying what time it would arrive, despite numerous emails saying it was due that day. When I rang they informed me delivery wasn't scheduled because the balance was outstanding. No one had contacted us regarding this so we were left without the materials with the fitter on site. When the materials did arrive the next day, only one of the two tile sets we had selected were delivered. The bigger issue as it transpired was that they had forgotten to include a shower screen. Both me and my wife clearly remembered discussing this with Paul in the showroom as we needed a foldable one due to small space. When I rang Paul he implied this was my error and I had missed it off the order. He told me to look on the website for some screens and call me back to arrange payment. We'd expected some goodwill as this wasn't our fault but this request was ignored. I found a suitable screen and sent it to Paul by email. I tried calling and followed up on email to order it as by this stage we needed it urgently but Paul never responded and wasn't available when i rang. In the end we ordered it elsewhere because we didn't want to give any more money to them after that experience. The materials are very good quality but unfortunately once they had our money they weren't interested and the service wasn't very good. A real shame.
We placed our order on 13th of March and still no sign, apparently it will be here on Wednesday but wait with baited breath as it has already been delayed twice (from Friday to Monday and now Wednesday.). Unreliable delivery.
Will never order from this company again. Poor communication, long delays on receiving my order. Promised a delivery date after waiting over a week for that to not materialize. Beware when ordering from them
Terrible customer service. Sent a friendly, polite and detailed message to inquire about buying a £3k product, and I’m met with a response that doesn’t even say hello, doesn’t answer the questions and is full of typos. I sent a quick follow-up to clarify the critical questions and I still get a lazy response to check the website. Useless.