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.

Order a shower and chose pick-up point because home delivery was $250 more. Only ever got the order confirmation email from bath depot. Got a call on a Wednesday from the pick-up point and was told to collect within 2 days or pay a penalty for each day we don’t come. I told her we had to borrow a truck and can only come over weekends. The lady on the phone could care less what I said. My husband drives 3 hours to Regina and the pick-up point provided by Bath Depot was wrong, but he found the new place which was quite hidden. It was closed! He had to drive back and refill the truck he borrowed. The next week I get a rude call from the pick-up point people. I told her that we can only come weekends and she was so rude telling me she told me they are closed on weekends which was untrue. She told me that she is sending the shower back to Bath Depot and hung up on me. I emailed Bath Depot for a refund on 12 June 2021 and on hold currently with Bath Depot customer care (8 July 2021). I have been on hold for 1 hour and 15 minutes and no answer so far. I just want my money back! Wish I never bought anything from Bath Depot!

This company is fraudulent. June 24 we ordered a bathroom sink fawcett cartridge from Bath Depot in London Ontario. We had to pay a 10% deposit via phone to place our order after Bath Depot checked their online inventory and confirmed they had one in stock that needed to be shipped from their warehouse. Today I receive a call from the Fanshawe Road store that the part in not in stock and when I asked for my refund was told I would need to drive to London to get the $2.82 refund. I spoke to the store manager (at least that is how she identified herself) and was told the store is not authorized to give refunds. She gave me their head office number which is in Quebec and no-one answers the phone - on wait twice for over 15 minutes. Bath Depot has lost all future business from us, and will never be trusted again.

I bought a faulty jetted tub and have had only one message to tell me that they recognize it is faulty but that is they way the tub is supposed to work. They have not responded to my messages since.

The head office has no idea what they are doing or talking about. The shipping is terrible. They had no idea where my order was. The head office delivery date was just made up. They said that it was going to arrive on X day and that it had already shipped, but when you call the store, they say it hasn't shipped yet. The person at the store first said it would come in say on the 24th, but then IN THE SAME CONVERSATION, she reiterated that it would come in on a different date. There is no accountability. Typical Canadian retail. NEVER BUY FROM HERE. YOU HAVE TO CALL THE HEAD OFFICE NUMBER 3 OR 4 TIMES AS THEY WILL JUST HANG UP ON YOU RANDOMLY.

Very poor customer service. When I was shopping it was supposed to be delivered in 15 days and now 2.5 months have passed and I haven't received the delivery yet. I don't recommend buying at bain depot

Very poor customer service. Shipped and charged for 3 panels when I only ordered 2. Wasn't allowed to return because of Covid. Went to return because we are out of lockdown and now told I only had 7 days after they opened up. Will never refer anyone to this business -as quickly as these stores. Read the fine print before you purchase -you only have 7 days -that in itself should be enough of a red flag not to do business .

If you want your fixtures in time and date compromised then don't buy things from Bath Depot. Period. I purchased fixtures for the value of a thousand dollars, and I still had to call/follow up with headquarters a total of 7 times. The arrival information that it's given on their website doesn't correlate to the actual delivery times, add 2 weeks minimum. Not even calling helps them give you a correct arrival date. And if you try to ask for a compensation the'll get nervous and profusely, and I would even go as far as saying impolitely, refuse.
Obviously the last time of my life I am going to purchase anything from this store. And if I get the chance I will also make sure people around me don't either. Good luck in the future Bath Depot, you are going to need it with service like this.
This is not a rating of the actual store, nothing against people working in this store. This rating is to the actual Brand, HQ and Customer Service in particular.

I ordered a shower to be picked up but after speaking to my contractor realized I needed a different size. I called din the next morning to see if I could cancel the order and reorder a different one. The customer service representative was extremely rude and I felt rushed to get off the line, but did inform me that she'd just cancel the order and for me to replace the order. I asked about a confirmation email and she said yeah you'll receive it after this phone call. After a few hours with no confirmation email I called back to check up on it and to see if I'd be faster to pick up the replacement shower from a specific location (it said 1 was in stock). I asked about the in stock shower first and was immediately and aggressively shot down that none of the store have items in stock and that it would need to be shipped to the store (even though this one store indicated in stock not demo while all the other stores didn't). That's fine, I asked about the cancelled order and again I received attitude that I need to wait and that the email is coming back cause they're so busy. A week later, no email, no refund. I called back but waiting an hour two seperate times and couldn't get through. Today the location which I was suppose to pick up from told me my item had arrived and was ready for pick up, I explained to them that I tried to get this item cancelled over a week ago. The gentleman was very kind and said he'd take care of it for me.

Overall their main customer service line is horrible and extremely rude. I was so put off I didn't order my replacement from them

We had an amazing customer service experience at bain depot, Dorval when we went there to purchase our bathroom vanity. Joseph was the sales representative who helped us during our visit. He was very knowledgeable about their products, committed to great service and was extremely professional. My husband and I believe that he is a dependable and a valuable asset of this company. Thank you for the great service!!!