Sanctuary Bathrooms Opiniões 

Resposta da Sanctuary Bathrooms

1/10/2026

Good afternoon Patrick,

I am sorry to learn of your experience while shopping with us and your comments. Please do be assured we read every comment, and this is not the experience we would want for any of our customers. We are obviously disappointed you felt our service to be cold and unhelpful, as this is not the experience we want for anyone, and especially not what we pride ourselves on.

I have looked into the points raised and can see that your order was placed on 10th August, and was dispatched on the 20th August for delivery the next day. We are sorry that this took longer than expected, and was marginally outside of our 3-7 working day timeframe (this would have been up to the 19th). I am sorry you had to enquire regarding the status of your order, although I can see that our team did quickly explain the reason for the slight delay due to awaiting some items to come in plus delivery for when we were next in your area.

In terms of the delivery itself, we appreciate that this was a substantial and bulky order. Unfortunately, we do specify on our website and on our delivery information throughout the checkout process that our deliveries are kerbside and that a minimum of two people should be on hand to assist with orders. We will always try to bring it as close as possible but ultimately, it would be your reponsibility to accept and take in the items.

In respect of your issues relating to returns, having reviewed this matter, we do agree that we fell short of expected standard on this occasion. There is no mitigation for having to chase so much for what should be a simple process. I would explain the reason behind the imagery is to confirm the condition of the items being returned meets our returns policy. We do try to explain this in our returns process to prevent additional delays or inconvenience. Despite that, please be assured our customer service team have been spoken to regarding this matter and our expected levels of service, and there is now a new returns process in place to assist with this.

With the refund, we do aim to process these quickly and efficiently. Having spoken to the team, it has been explained that there may have been a slight delay with one of the items that we needed to wait for returning, and it was processed as soon as it arrived back to us complete.

I reiterate that we are sorry and that the entirety of this experience is not what we would want. While we appreciate second chances are hard to come by, we do hope we can demonstrate our expected levels of service, and improve your views and perceptions at some point in the future.

Kind regards
Mark

Resposta da Sanctuary Bathrooms

1/10/2026

Good afternoon Danuta,

Thank you so much for your lovely 5* review.

I am so glad that you found our service and delivery to be great, and that we helped you out with your new Heritage bath.

It means so much to receive positive comments like your own, so thank you for taking the time out to leave it!

Kind regards
Mark

Resposta da Sanctuary Bathrooms

1/10/2026

Good afternoon,

Thank you so much for the 5* review.

We really do appreciate it when customers let us know of their positive experiences, so it is fab to hear that our customer service, delivery, and pricing reached the high standards we always try to achieve.

We really appreciate the time you have spent leaving the review, so thank you again.

Kind regards
Mark

Resposta da Sanctuary Bathrooms

1/10/2026

Good afternoon Jason,

Thank you so much for your lovely 5* review and for taking the time to leave it - it really means so much to us.

We are glad that you found our service and value for money to be of a great standard.

Thank you again.

Kind regards
Mark

Resposta da Sanctuary Bathrooms

1/10/2026

Good afternoon Kamila,

I am sorry that you felt compelled to leave a 1* review, and that your experience with us did not meet the standards we expect.

Having looked into the issues raised, I am sorry to hear that the product did not match your expectations. I will pass this feedback on to the manufacturer to get their views on this, and we will update images/information accordinly should this be required.

In terms of the returns process and refund, we ask for this information in order to check the item is being returned in line with our returns policy and to provide the best advice. I am sorry you had to speak across multiple channels and that this was not faster for you.

The cost we charge is what we get charged by our suppliers in order to cover the cost of going to your address and returning back to ourselves. We do not profit off this at all, and the cost is exactly as we get charged unfortunately. It is for this reason we do offer the ability to return at your own expense but the responsibility for the condition of the items would then be your at your own risk.

In terms of the refund amount, as a gesture of goodwill and in order to resolve this matter adequately, I have today asked the person responsible if they can refund the additional £6.95. I understand that this was explained but I appreciate the inconvenience of this situation. Please do allow up to 7 working days for this to be processed by your bank.

I am sorry once again but I hope this goes some way to improving your view of our company.

Kind regards
Mark

Resposta da Sanctuary Bathrooms

3/10/2026

Hi Colin,

Thank you so much for your 5* review.

We are so glad to hear that you found our communication to be good, as we do like to ensure our customers are given all the information about products, orders, and deliveries as much as we can.

Thank you again for taking the time to leave this for us!

Kind regards
Mark

Resposta da Sanctuary Bathrooms

3/10/2026

Hi Julie

Thank you so much for your 5* review.

It means a lot to us when customers take time out to give us such positive feedback. I am glad that you found our customer service, delivery and pricing to be great - we do try to be competitive, fair, and offer good customer service along the way! It is great that this was your experience.

Thank you again for your lovely review.

Kind regards
Mark

Resposta da Sanctuary Bathrooms

3/10/2026

Good afternoon Morag,

Thank you so much for taking the time out to leave us a 5* review.

We are so glad that your order got with you quickly and you were very happy with the service you receive. We try to do everything we can to make the customer experience a good one, so we are glad that this was the case for you.

Thank you again for your 5* review!

Kind regards
Mark

Resposta da Sanctuary Bathrooms

3/10/2026

Good afternoon Mrs Brennan,

Thank you so much for taking the time out to leave us a 5* review.

We appreciate every one we get, as it means that we are fulfilling the high standards we place on ourselves to give our customers a great experience. I am so glad that you were happy with the product ordered.

Thank you again for your 5* review!

Kind regards
Mark

Resposta da Sanctuary Bathrooms

11/09/2026

Good afternoon James,

Thank you so much for your lovely 5* review, and in particular, kind comments about our team.

I am glad that we were able to help with the swapping of items, ensuring the items were right for what you needed, and that we also promptly arranged re-delivery and exchange of these.

We do pride ourselves on making everything go as smoothly as possible at all stages of the journey, so I am glad this was the case. I will of course pass this on to the team.

Thank you again for your kind comments.

Kind regards,

Mark

Resposta da Sanctuary Bathrooms

11/09/2026

Good afternoon Stephen,

I am disappointed and sorry to hear about your experience while shopping with us, and please be assured that this is not how we would expect anyone to feel.

I understand you have spoken to a colleague today who has acknowledged your concerns, and also ensure that your refund has been initiated promptly.

We do appreciate your frustration and inconvenience experienced in this instance. We do rely on suppliers to advise us of when items are not in stock which sometimes can only occur after an item is purchased and order processed. Every effort is made to communicate this as quickly as possible, as well as offer alternatives or possible solutions. This is also the case for re-stocking dates, though understandably, we do not have control over any unforeseen delays that may hinder this. I appreciate this was missed in this instance.

As such, we do recognise that our usual high levels of service were not as we would expect on this occasion at all stages, and for that we apologise. It should never be the responsibility of any customer to chase such information. Please be assured that this has been communicated to the team members to emphasise this, and remedy moving forwards.

I am sorry once again for the need to leave such a review, but we do hope our responses and acknowledgement show we do take this seriously, and also that we may have a chance to rebuild the trust you have lost in us at some point.

Kind regards,
Mark

Resposta da Sanctuary Bathrooms

11/09/2026

Good afternoon Joan,

Thank you very much for your 4* review and I am glad to hear that although you had issues with your initial delivery, that we were able to remedy this for you.

Having taken a look into your order, I appreciate the frustration and understandable concerns you had with your shower screen. Please be assured that we would always try to expedite such matters with the supplier, both to look into the concerns raised, and arrange a suitable resolution where possible for your own peace of mind. On this, I am glad that we were able to offer a suitable alternative that gave you the added reassurance of being delivered directly from ourselves at no extra cost, and that this helped to rectify the issues with your initial screen and flipper.

Although we would dearly love 5*, we do appreciate the feedback and comments you have raised both here and via email, and we will strive to use this to try to improve any areas we can, both internally and with suppliers, to this level.

Thank you again for your comments.

Mark

Resposta da Sanctuary Bathrooms

11/09/2026

Good afternoon Kevin,

Thank you so much fo your 5* review, and kind comments too.

We are glad that your order arrived promptly and in a good condition, and that your experience was a positive one, as we would always hope.

Thank you again for taking the time to leave the review.

Kind regards,

Mark

Resposta da Sanctuary Bathrooms

11/09/2026

Good afternoon,

Thank you so much for your lovely 5* review and taking the time to leave it.

We do always appreciate it when customers share their positive experiences, as we do pride ourselves on our service and product offering, so I am glad that this was the case for you.

Thank you again for taking the time to leave the review.

Kind regards,
Mark

Resposta da Sanctuary Bathrooms

5/10/2026

Good afternoon Samuel,

I am sorry that you have felt compelled to leave us such a review as we always endeavour to provide a good experience to our customers. I can assure you that, to this end, we take all feedback seriously.

Having looked into your concerns, I understand from speaking to the team that you were looking for a very specific installation configuration, which is not possible with this shower door and is rare in terms of availability. The information on our website specifies that the item is reversible because the door and side panel can be handed to suit the layout of the room (essentially the set-up is flipped 180 degrees). There is a specification on the page that visualises this point. Unfortunately, it is not possible to connect the side panel directly to the non-sliding glass part of the door due to the way it is installed. Nevertheless, I'll add a note to our website team to see if they can add further clarification on this.

We acknowledge you felt this was not clear on the website, however, we do not agree it is misleading on the basis of the above. We also feel that had there been any communication prior to purchase, especially given the specific layout you were requiring, we could have checked this and helped alleviate any inconvenience from the outset.

In respect of your return, we have to wait for the items to be returned and inspected, and confirmation given to our office team to process a refund. Our returns policy states that for unwanted items a cost will be levied for returns. This is the cost charged to us to collect and return the items to us. You can choose to return yourself but this is entirely at your own risk, so the cost provides that peace of mind. Despite this, I can see that this cost was waived and refunded too as a gesture of goodwill from our team.

We are obviously sorry that your experience wasn't what we would normally envisage for our customers, and we will share the feedback with our customer service team, as well as taking any learnings we can to expedite and improve the information and process we provide. I do hope we can the opportunity to restore confidence in our company at some point in the future.

Kind regards
Mark

Resposta da Sanctuary Bathrooms

3/10/2026

Good afternoon Pauline,

Thank you so much for 5* review.

We are so glad that you found the help and advice from our team to be great, and that your delivery was also quick additionally. Every review we get means a lot to us in maintaining and helping to improve our service, but it means even more when we get reviews such as your own. I'll be sure to pass on your comments to our team!

Thanks again for your time leaving us this great review!

Kind regards,
Mark

Resposta da Sanctuary Bathrooms

3/10/2026

Good afternoon Julie,

Thank you so much for your 5* review and lovely comment about recommending us.

We try so hard to get things right for our customers, so I am glad that this was the case for you, and that we were able to achieve the maximum rating. It really means so much to us, so thank you for taking the time to do it, and again for the positive recommendation!

Kind regards
Mark