Sanctuary Bathrooms Anmeldelser 

Really awful customer service from Santuary Bathrooms & a completed outdated system to process returns, would not recommend using this company ever. I ordered a £500+ towel radiator in August, which, when it arrived, was very different from the colour shown in the images. I contacted Santuary Bathrooms immediately to inform them that I would like to initiate a return. There is not easy way to return on their website, you need to contact them directly by email, share images of your product & plead your case. Response times are infuriatingly slow & I had to chase several times over many weeks for them to even initiate the return and advise where to send the item so. After posting the item, I waited over a week and contacted them to confirm receipt & query where things had got to. When I eventually had a response they told me to wait. It has now been over a month since I sent the item back to them, and, after chasing multiple times, I have had no refund or response from the company. It has been an incredibly time consuming & ridiculous experience and would never use them again.

Excellent service, timescales, delivery and product. Highly recommend.

Hi chose these products as they looked great on line albeit at a premium price, they arrived quickly and had ongoing communication re delivery times from Sanctuary

The products are in deed of a very high quality and can't wait for our bathroom installer to install when fully completed

Would recommend both supplier and there products

Thank you for a great experience

The true definition of five star customer service !!! Big shout out to Matthew especially.

On top of that, they stock a huge selection of brands and options - there's not much to fault them ✨️

Great products and friendly customer service.

Great products, prices and communication from queries to dispatch. The delivery driver was really helpful too.

Perhaps a phone call / message to give you a specific time slot would help but it didn't matter to us.

Overall great!

Very happy. I was kept updated on the progress of my order and then the delivery time. The new toilet that I ordered was a good online price and was dispatched quickly. It was delivered in good condition without any problems. If only other companies could provide the same service.

Items were in stock and delivered very quickly
Checked the prices with others and they were the best in comparison

Very disappointing experience. I had a very small window in which to receive the goods, so I contacted the company in advance and timed my order based on the delivery timeframe they gave me.

I was subsequently assured twice that the goods would arrive within that window, but they didn’t. Unfortunately, because of my circumstances, this delay will now increase the cost of the faucets by more than 40%.

The company was responsive throughout, but the delivery information I was given was repeatedly inaccurate. Communication between the main office, the warehouse and customers clearly needs improvement.

... the faucets I ordered look beautiful in the online photos though... never got to see them in person :(

Great pricing, kept well informed about delivery and the shower tray turned up on time with a superb tracking service. Have used before and will continue to use them, as a plumber you need a reliable supplier at the right price

In stock, fast delivery. A good experience.

I ordered a bath waste, which was delivered on 21/08/2026. My plumber fitted the waste; however, it appears to be faulty, as it does not properly retain the water in the bath when pressed down.
I raised this issue with your customer service team and was advised that a replacement would be sent. However, I was informed that the replacement would not be available until 25 September. As an interim solution, you arranged for a chrome plug to be sent to me. Unfortunately, the item I received was completely different in terms of fitment and was not compatible with my bath waste.
I provided photographic evidence by email to demonstrate that the replacement was the wrong fitment, but I did not receive any response.
To date, I have still not received a suitable replacement. I therefore contacted your customer service team today to request a refund. I spoke with your representative, Alex, who advised that you first need to investigate why the waste does not fit the bath before proceeding.
This situation has now been ongoing for some time, and I have been unable to use my bath as intended. I would therefore appreciate this matter being resolved as soon as possible, by processing a full refund.
The issue here with customer service and product which is bizarre!

Searched online for new bathroom accessories and found just what I wanted at sanctuary- bathrooms.co.uk
Easy to order online, good price, and lots of communication throughout from ordering items to delivery. Thank you

I bought a Heritage bath panel from Sanctuary Bathrooms. The purchase on line was easy and delivery was on time and I was kept informed as to delivery time and date. Excellent service and I would definitely buy from this company again

Things started off well enough - when we were placing the order online, the team were careful to check that the various products aligned with each other.

After that, it's all been disappointing. Delivery took a couple of weeks and needed chasing - don't expect speed if that's what you're looking for. When delivery did arrive it was curbside (all 28 items - most heavy) which we weren't aware of. The delivery person was helpful enough getting items to the door, and our builders and friends were fortunately home to help get everything inside but that was lucky.

The items themselves were in good condition and we're happy with the products overall. An exception was that one shower plate was scratched so I assume we were handed a returned item. They did resolve that quickly with the supplier so they get a point for that.

As is normal for big renovations we did have to return some items as plans evolved. This is the most frustrating part. 4 emails and daily voicemails before we heard back on the returns because they'd been busy. We wanted to exchange an item but they didn't even acknowledge that which was weird.

They then wanted pictures of unopened boxes before they'd arrange collection (fine but unnecessary). It was a good three weeks between asking to return items and the items being collected. It's then been 10 days since they were collected and no sign of a refund or even an update. Service is pretty cold and unhelpful despite the significant amount of money we've paid for their products.

So overall, decent product but annoying and frustratingly slow to work with as a supplier. Would recommend looking elsewhere on that basis - we've had much better service from other providers throughout this project.

Lovely Heritage bath was bought after advice from Sanctuary Bathrooms which they checked with their supplier - and it was 'spot on'! - Service and Delivery was great - Thank You!

Good product & well priced compared to alternatives. Good customer service and speedy delivery

The worst service I experienced in years!

I ordered Vileroy & Boch brushed brass shower caddy, which looked matte on the photos and had a beautiful engraved logo on the inside. What I received was yellow and shiny and had not even had a brand logo.
I chatted to someone on whatsapp same day I received the product and said I don't like it and therefore wish to return it. They said I need to email customer service. I did and days later I had to follow up on whatsapp again as I had no response. When I eventually heard back I received a long list of questions about product, like reason for return, order nr-which I all supplied already in my initial email. But they also wanted delivery date and photos...... just made it so lengthy and inconvenient. I supplied all the info and requested return label and they said they will deduct £15 for a courier!!!! While the delivery charge to send it to me was £5,79!!!!!! I said I'm going to arrange my own courier and I expect full refund for the product. I paid exactly £5,79 for next day DPD service. Several days later of course I had to enquire about status of my refund and was advised it's been processed. Couple days later indeed I received a refund, but they deducted random £6.95.............Dodgy shop, dodgy service, keep away from them!!!

£180 TO RETURN AN UNUSED £500 SHOWER TRAY — UNACCEPTABLE

Extremely disappointing experience with Sanctuary Bathrooms.

I paid around £500 for a shower tray. It was unpacked so my builder could inspect it, but he advised that it was too thick for the installation. It was never fitted, never used and was put straight back into the packaging.

When I contacted Sanctuary Bathrooms to return it, I was first told that the packaging had to meet their return conditions. I had used brown tape to reseal the box, but they told me it needed to be clear tape, so I changed it exactly as requested.

Now I am being told that collection will cost around £80 AND that they may deduct a further 20% from my refund because they claim they cannot resell the returned tray.

On a £500 purchase, that means I could lose around £100 from the refund plus £80 collection — approximately £180 to return an UNUSED item.

I find this completely unreasonable. The shower tray has not been installed or used, and I followed their instructions regarding the packaging.

Anyone considering ordering expensive or bulky bathroom products from Sanctuary Bathrooms should check the return terms very carefully, because in my experience returning an unsuitable item can become extremely expensive.

I certainly would not buy from this company again.