Wet Wall Works Opiniones 141

Terrible service from Rupert, the customer services representative. When placing an order, you need to call for tracking, rather given a tracking reference number. When calling for a tracking update, I was not giving an indication of where my order was or expected delivery (now the second time for only two orders made). Rupert was very critical of the carrier M & H Carriers, saying they are terrible, but he had no other carrier option as they had the monopoly for deliveries in Scotland. I informed him that as retailer, accountability for delivery is with the retailer, who I have a contract of sale with. He refuted this and became argumentative. I cancelled the order and requested a refund. The terms and conditions of this retailer is refund within a maximum of 14 days of cancellation date. I emailed and followed up with a call today, asking where my refund was. Now the 14th day since cancellation. Rupert was very rude on the phone. He said that he had just came back from holiday and will refund me “when he gets round to it”. I reminded him that his company terms and conditions was refund within 14 days of cancellation. He simply repeated that he will do it when he gets round to it…..My next step will be to dispute this sale with my bank and if necessary small claims court. Companies with customer service personnel that like to talk a lot and blame others for poor service, then become argumentative, lose customer base and revenue……Update :- Thanks for your response. I see you are not in denial of what you said to me. You preach terms and conditions when taking money from the public, but not so quick in sticking to your own terms and conditions when having to refund customers. You publish a small part of my email out of context to defend your rudeness, which I see you don’t deny. Your arrogance is astounding considering your job is to answer the phone to disgruntled customers. 23% of reviews on here are one star. That tells the public who you are and the company you represent. My advice to your director would be to get rid of you, you are a liability.

Ordered some Multipanel shower panels from here. Very competitive on price and delivery was fast. There was however a mix up with the delivery. It might have been the delivery companies error as the address was wrong and it was delivered to someone else down my road. Luckily he called the company to let them know and I managed to pick it up from him later that day. Communication with Wet Wall Works was good. He kept me up to date with the situation

I brought 4 panels and 2 had been dropped so the corners were smashed. I called and was told if I send pics and decide to use them I'd get a partial refund, almost £400 worth of panels including postage.
I needed to get the job done and the customer didn't want to wait so I used them as best as I could.
I chased the refund for over 2 weeks as the company kept shifting the goalposts to avoid paying. After getting angry about this they decided to offer me £30.
It's a shame as I thought I'd finally found a company i could use as I'll be ordering many more this year, but not with this lot, never again!

Following on from your reply... you asked for pictures of the damaged panels which I sent. I didn't steam ahead and going on holiday (my personal circumstances have nothing to do with it!)
You shifted the goalposts to suit yourselves and to get out of paying a suitable and fair refund.
Lesson learnt I suppose...

Pointless. Ordered multiple samples and received 2 with a note to say ‘ we wont be sending the missing ones’
Well what point was there in allowing me to add to basket it there was zero intention if sending. Because of this i will NOT be buying anythimg from them. Absolute waste of my time…

Really happy with the wall panels, they look great! Fab quality, delivered quickly & packaged really well. The trims arrived damaged (from transit) but this was resolved straight away. Everyone I spoke to over email was so knowledgeable, friendly & helpful.

I ordered Navy Chevron Premium Shower Panel from Wet Wall Works on 3rd September and 19th September. Long story short, I was unhappy with the product as when joining the panels, the pattern didn’t match, so we had to order another panel and I raised my concerns to customer services. A replacement panel was sent which was appreciated, along with the panel I had bought and the company promised a refund of the delivery fee for the extra panel I had bought (£19.95), in writing but has not processed it.

The person I have been corresponding with has refused to escalate my complaint or let me speak to anyone else and has made personal and unprofessional comments in emails, which is completely inappropriate.

While the product arrived, the customer service experience has been frustrating, and the company has failed to honour their written commitment.

Poor company.
Won’t accept returns of unused products (to swap NOT REFUND). Bathroom installations can hit delays and the items were kept safe in packaging. 3 days past 28 days I am not able to return my product. Citing ‘we don’t know how it’s been stored’ in those extra 3 days. Ridiculous. Also didn’t answer email and I had to call about it. Now I’m left with a product I can’t use and having to buy replacement. Buy your wet wall products elsewhere!

If i could give them a ZERO I would. Placed an order via a lovely local business monies paid on 23.06.2025 processed was told delivery for the Friday so took a day off nothing nada zip no contact to tell me they weren't coming or to the company I bought from. They then lied saying they hadn't received the order so the local business re ordered it and made sure they had got it which they said they had and that it would be delivered the following Friday nope still nothing then when the local business rang they said they would re order then and we would get them the following Friday again time off to wait for the panels nope nothing then got told when the local business rang it would be Monday so partner took the day off and still nothing then they just appeared when I was at work had to get the local company to come and get the panels as delivery driver said he wasn't waiting 10 minutes. The plumber we had booked had to leave this job as had over work booked I lost 3 days holiday partner 1 day and not a word of sorry. I will never ever recommend this company to anyone again they don't answer the phone or emails they barely do the minimum contact with the customer so don't deserve the business. DO NOT USE

Had a miscommunication with partner during a refurb re ordering wall panels and ended up with panels that didn't suit the space they were intended for, Rupert went over and above to ensure suitable panels were delivered and this was done to a tight timescale too, 24 hours for each set of panels. Couldn't be happier with the new panels just can't wait to install them!

Be warned!

If you dont inspect your panels on delivery then when your fitter comes to fit them and opens the packages, if there is damage then they wont compensate you. So make sure you inspect them within 72 hours or you will be in the same position I am in!

Fast delivery, and great price. No issues

many thanks

8 shower panels ordered, 3 arrived damaged. They offered to replace the damaged panels, which would take approx 5 days, or refund £65, which only just covered the delivery. Nice panels but not worth the stress, poor delivery and non-existent customer service

Fast delivery but the panels were all marked and had to be replaced. Their agent said he would have the warehouse check for unmarked panels. Four days later I chased for a reply and three days later got a response simply stating replacements would be sent. No quality checks had been done by the warehouse. Out of 12 panels, 1 was free of blemishes, I then took the 5 least marked panels as I was under a time constraint. I emailed to say that I don't think I should be paying full price for damaged goods. They never replied. I chased a week later and still no reply, it's been three weeks. Ghosted.

Great price compared to local suppliers
Delivery cost fair.
Delivery super quick.
BUT
Boards had damage to corner edges requiring them to be cut down by a few centimetres. This not a major problem, more a nuisance really.
I have reported this via email to customer care but have not had a response! Shame otherwise would have given 5 ⭐ rating.

Absolutely disgusted with the company, they sent me the wrong board. I paid for next day delivery. I understand mistakes happen but the company would not hold any accountability and I never received an apology. How hard is it to put 2 of the same boards on a lorry. I wasn’t even bothered about it until I received the reply from the company absolute disgrace. No accountability. Do not take it from these companies you are protected by consumer rights in the uk which trump any terms and conditions a company wants to make.
Customer service in the uk is long gone and it’s these company’s that are the issue.
Jokers

We had a positive interaction with Wet Wall Works , we ordered Fibo shower panels from here ,the price and fast shipping were top quality!

Faulty shower

Had a bathroom fitted in June and shower stopped working in July. We reported it to the company straight away and after two months they said they had ordered a replacement. Still heard nothing and they don’t respond to messages. It’s a shame because the fitters they recommended were lovely and the bathroom itself is nice. We are now taking legal action.

Paid £40 for 2-3 day delivery. Ordered on the Sunday. Told it would arrive on Wednesday, then actually it would be Friday. Got to Friday and actually it’s now Saturday.

Asked them to cancel the order as I needed it for my bathroom fitters before the end of the week and was told it would cost me 20% of the order to cancel. £120 to cancel?!

Absolute joke of a company who clearly haven’t got a grip on their delivery system.

Don’t believe what they tell you! If you’re hoping to return the unused materials make sure you return it within 28days. Any time over that and they will do nothing to help.

Most companies have returns policies and I appreciate that. However, considering we spent £1500 with the promise of being able to return unused materials with no mention of a time limit, I am disappointed that some flexibility in your policy could not be adopted. Bearing in mind that we are talking two weeks over your 28 day policy here, not two months.

Awful firm - do not use.
Colours on panels delivered did not match. Out of 6 panels received 2 were white as should be - 4 were a beige/grey. Replacements sent and still did not match what should be white.
Rupert tried to say it was down to my plumber unable to read batch numbers! Plumber and I checked and opened them together - what an insult from Rupert.
Unable to use panels, told them to collect the panels that hadn’t been fixed to the wall and that their manufacturing error meant bathroom plans needed completely changing.
Requested full refund - offered partial - still not received that!