Complaints

This profile includes complaints for The Bath Outlet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Bath Outlet

  1953 W Point Pike Lansdale, PA 19446-5627

• 

  The Bath Outlet

  1537 Gehman Rd Harleysville, PA 19438-2930

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:05/30/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I am writing to file a formal complaint against The Bath Outlet regarding an undelivered package and their refusal to issue a refund despite exhaustive research and proof provided by the shipping company.Order Number: ******* Tracking Number: ************ On May 10th, I placed an order with The Bath Outlet The package was supposed to be delivered by 5/15 However, despite the passage of considerable time, I have not received the package.I contacted the shipping company to investigate the issue. After thorough research, the shipping company confirmed that the shipment has not been located. They provided the following statement: "All research efforts have been exhausted. This shipment has not been located. Please contact the shipper. We will close this case at this time."Upon receiving this information, I reached out to the shipper to request a refund for the undelivered package. However, they have refused to issue a refund despite the clear evidence that the shipment was not delivered and cannot be located.I trust the BBB can assist in resolving this matter fairly and promptly. Thank you for your attention to this issue.Sincerely

  Business Response

  Date: 06/21/2024

  Order was placed out of country in ******, via IP address: 181.197.168.7.
  
  Order confirmation stated delivery to stated address: 
  *************************
  ********************************************************************************
  which is a freight forwarding company.
  
  Order delivered and signed for by the freight forwarding company, ***************** via ***** tracking ************ on 05/15/2024 at 10:31 AM.
  
  Customer stated it was the correct address, but not at her apt. ****** and ***** confirmed the original shipping address in which it was delivered is a commercial area and is not a residential area.
  
  Customer then sent us a photo, that was photoshopped/modified to block out APT 5, and both ****** and ***** confirmed through a cross reference that this was  an entirely different address, 
  ***************************** - Apt Complex
  ***************  
  in which additionally, the photos/address were confirmed by the following link for this provided photo.
  
  Customer has now changed the address a 3rd time in their BBB review, to 
  *************** apt 208
  *****, ********
  
  ***** provided a firm denial of the lost claim, stating that the package was properly delivered to the address stated on the label and order confirmation, and even signed for 
  *************************
  ********************************************************************************
  
  Due to this reason, THEBATHOUTLET cannot issue credit or a replacement due to the ***** confirmation this was delivered appropriately, as well as the 3 differing shipping address and edited photo provided. The customer does have the option to dispute the charge with their credit card, however, they have not and have simply attempted only to discredit TheBathOutlet on platforms. Due to the significant amount of research done with ***** that this was properly delivered to the address provided, as well as the conflicting and altered information given by the customer, we are not able to further assist with any credits or replacement options.

  Business Response

  Date: 06/21/2024

  Dear Valued Customer,

   

  We are sorry to hear about your displeasure with your order. After thorough research with the ***** trace team, when a lost claim was opened, ***** confirmed the order was properly delivered to the shipping address provided on the order confirmation. Additionally, when they confirmed the order was delivered to the appropriate address, they also confirmed that the package was signed for at delivery on 05/15/2024 at 10:31 AM.
  
  As ***** provided a thorough investigation that this was properly delivered and signed for at the time of delivery, they closed the claim and provided a firm denial stating that the package was properly delivered.
  
  Due to this reason, and with firm ***** documentation, unfortunately, no credit or replacement can be provided. We truly apologize, though the investigation confirmed the package had been properly delivered and signed for at the time of delivery.

• Initial Complaint

  Date:10/11/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I bought a sink from the bath outlet. Upon arrival the sink showed no signs of damage or cracking. I had the sink installed by a certified plumber. The picture provided with the mirror visible is a picture my plumber sent me after the installation, no crack visible. Approximately 7-10 days after the sink was installed I noticed a crack in the sink that CLEARLY has evidence of a repair/cover up. I can provide a picture of the crack. Once again, I did not crack the sink, my plumber did not crack the sink. After hours on the phone with customer service with the retailer (the bath outlet) and their supplier( I forget the name but I have a phone number) they refused to give me any sort of reimbursement or reasonable remedy to the problem. They use their company policy to avoid taking any responsibility because the product was already installed. They claim 100% quality assurance from a manufacturer in Turkey. I work in manufacturing, mistakes happen and faulty products slip through from time to time. I was offered 10% off on a repurchase and nothing more.

  Business Response

  Date: 10/16/2023

  Thank you for being in touch regarding your order with us at TheBathOutlet and for providing these photos! All our items are brand new items, and quality checked prior to leaving our warehouse. The material of which is shown on the sink is not something we carry, as we do not do any repairs.
  
  After further looking into this issue, unfortunately, the damage to this item is being reported significantly outside our damage policy within 7 days of delivery, as well as per our return policy, as installation is acceptance of the product. I still have tried to push this forward; however, unfortunately, due to both the significant amount of time that has passed since delivery of your order as the order was delivered on 09/08/2023, as well as that the items have been installed, unfortunately, we cannot accept this item back for return, nor issue a replacement sink.

  I understand your frustration with this matter, however, I regret to inform the hairline fractures displayed in the photos is not due to a manufacturer defect, or quality control issue, but rather due to some sort of damage, which could be caused by either shipping or during installation. 
  
  As damages can occur during shipping, this is why any damages need to be reported within 7 days, so we may properly proceed with a damage claim if in the rare occasion this does occur. Any damages must be reported PRIOR to installation, as this type of damage would be present prior to installation if it was received in this manner. As you can see from the photos provided, the item has clearly been installed.
  
  Damages like such, can occur during installation due to over-tightening of the bolts, or over-tightening of the plumbing, and/or during use by dropping something on the ceramic, thus why reporting damages PRIOR to installation or use is pertinent. Additionally, it was confirmed with tech support, no such residue is available to them as shown in the photos, as we do not do any repairs, nor carry such a product.
  
  Unfortunately, as the items were not reported damaged within the required timeline, nor were reported PRIOR to installation, we are unable to proceed with a free of charge replacement for these reasons, but we are happy to extend a 10% discount on the purchase of replacement sink should you wish to do so.
  
  I am sorry that this is not the ideal update that was hoped for, as we do our best to display these policies on our website at all times.