Complaints

This profile includes complaints for Bathroom & Kitchen Galleries's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Bathroom & Kitchen Galleries has 5 locations, listed below.

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  Bathroom & Kitchen Galleries

  3411 Fairview St Burlington, ON L7N 2R4

• 

  Bathroom & Kitchen Galleries

  220 Bunting Road St St Catharines, ON L2M 3Y2

• 

  Bathroom & Kitchen Galleries

  1A - 7855 Keele St Concord, ON L4K 1Y6

• 

  Bathroom & Kitchen Galleries

  1 - 3200 Ridgeway Dr Mississauga, ON L5L 5Y6

• 

  Bathroom & Kitchen Galleries

  188 - 7250 Keele St Concord, ON L4K 1Z8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:18/10/2023

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Invoice # ***** May 7 2022 $ 8750.49 @ Bathroom Kitchen Galleries in St.Catharines
  Three major bathroom renovations done in 2022/2023.
  Waited months for stuff to arrive, we understood, HERB said no problem, ok to store all pieces in their warehouse no charge until we get all the jobs done, WE thanked him.
  WE asked them to quote install, said way too busy 6- 10 months and $10k for first job, so we got our own contractors...( not easy - plumbers, drywallers, tilers)
  They ordered the tub wrong 3 x delaying the job and our contractors = Timing delays.
  The last job was our 2 pc and they delivered a vanity, taps, and mirror on Sept 16,2023 .
  WE saw the mirror ordered at 30" came to us at 37" - was too long and would not fit space. (pic attd)
  I returned it to the store on Sept 29th and asked for refund. They refused, said they changed business names on June 21,2023 and I have to deal with prior guy ( John L. in Burlington)
  The store name in St.Catharines is same as before, the people we are dealing with are the same Laura and David D., and the website still defaults to the old one. **** *** ********* ********** *** **** ****** ** ***** ***** ************** *** *** ** ** *** *******.
  I did go to Burlington and did call and speak to John. ***** ****** Suggested I sell it on ****** because it was over a yr old, but THEY WERE A MAJOR PART OF OUR DELAYS !
  It is brand new and in their own store now! (**** ***)
  
  I cannot believe they act like this after we spent over $9000 with them. Terrible.
  **** ** ****** ******** * ** *** *** **** *** ***** ***** ******** 
  We demand our $492.68 ( $436 +HST)
  
  PLEASE HELP, THIS IS NOT RIGHT.

  Business Response

  Date: 27/10/2023

  After carefully
  reviewing this case, we regret to inform that we cannot provide a refund for
  the medicine cabinet in question.
  The medicine cabinet which
  was purchased over a year ago has been discontinued and is no longer available
  in the market. we have consistently offered medicine cabinets from this
  manufacture in the specified height, with the only variation being in the width
  – 18 inches, 24 inches, or 30 inches. This is why it is referred to as a
  30-inch medicine cabinet, in line with manufacturer coding and industry
  standards. ********* *********
  We take pride in
  displaying our products in-store and providing detailed information about them.
  this customer was provided all the information and catalogues before
  ordering this product. Additionally, many customers prefer to purchase complete
  bundles, including vanities, mirrors, and cabinets, to ensure a cohesive and
  matching look in their bathrooms therefore making it impossible to match and
  sell to another customer.
  However, we believe
  the mirror in question can still be installed as the valance (top piece) come
  separately.
  Regarding the
  interactions of this customer with our staff, we believe in maintaining a
  respectful and professional environment for both our customers and employees.
  We kindly request that all interactions be conducted in a respectful and
  considerate manner. ** ** *** ********** *** ******* **** ******* ** ** **** *********
  Additionally,
  the medicine cabinet was never accepted by us it was left there and the customer is
  welcomed to pick it up at anytime.
  We appreciate his
  business, however we cannot offer a refund.
  Sincerely,

  John

  Customer Answer

  Date: 01/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It is inaccurate in many ways.  We were not shown any brochures we just viewed the displays and asked for the 30" length which we were told was possible or we would not have ordered it in the first place.  The constant reminder how old the unit is , is very annoying since we only first saw the unit on Sept 16th/23  when delivered to us and found it to be too long.   Yes it was stored in their warehouse for a long time because they reneged on installation dates we were expecting after purchase of all 3 bathroom fixtures.  Its like we are being penalized for buying everything there at one time. 

  The Salesperson was very accommodating and said leave your fixtures here until you are able to get them installed as it was 3 different rooms and we 

  had to totally manage it ourselves with 4 contractors since they reneged on installation which we were told they would do but estimated 10-12 months!

  Delays were not our fault, and the suggestion to install it as it will not meet electrical code blocking a light fixture and pushing it up to the ceiling to try to clear the drain plug of the taps.  Not practical and I am sure his professional designer would never allow that to be done  in any home.

  The unit delivered is NOT discontinued ,  the shorter one is, so yes you can sell the one  I returned no problem.

  We should not have this much trouble over a mistake made of $492.68. , plus you have the returned product. I am out everything and that is wrong.

  There have never been any threats made to anyone, just a very upset customer who has never been treated So Badly by a vendor not taking Any responsibility for their many mistakes. ( 3 x ordered bathtub wrong caused delays, reneged on timely installation, wrong size mirror, and now being belligerent on a simple return)

  I am not sure what to do now, ** ** **** **** ***** ** ***** *

  Please advise.
  

  
  
  
  Sincerely,
  
  
  
  ****** *****