Heritage Bathrooms Reviews 290

0 Star – Avoid at All Costs

Heritage Bathrooms has delivered an utterly deplorable experience with a £500 bath marred by a crooked, unsightly plastic logo.

This pointless sticker, far from adding value, defaces a supposedly premium product and poses a serious health hazard. See CleaningTips (“How do I remove these stickers from my tub?”) points out that such applied logos trap water and grime, fostering bacterial buildup and mould—unlike functional fixtures like plug holes, designed for easy cleaning.

I urge anyone with a Heritage bath to remove this logo immediately to avoid these risks.

The customer service was equally shameful.

Jordan Brittain dismissed my complaint, suggesting I tolerate the eyesore of the crooked label as it “would not cause an issue”. While Gracie Waite demanded proof of purchase despite my photos, implying doubt about my claim and stated that the label had been permanently bonded and removal would damage the bath.

Their latest response denied all liability, cementing Heritage’s indifference.

This bath, part of a refurbishment honouring my late wife’s dream, is now a daily reminder of their shoddy quality and callous support.

I removed the logo myself using low heat and hot water—no marks, despite their warnings—exposing their advice as nonsense.

Avoid Heritage; their products could be good but their service is a disgrace.

We ordered a Heritage bathroom through Wilsons of Elgin, Scotland. The plastic disk of the toilet seat hinge fixing broke after 6 weeks. Reluctant to pay for the Heritage replacement, I ordered replacement fixings from Victoria plumbing. Unfortunately, these did not match the picture of the ones needed and were returned. I then ordered replacement fixings from ebay that also did not match the picture and also had to be returned.

I did find replacements at Mano Mano that are correct and are now fitted. However, when these fixings are rotated to the rear position, the toilet seat sits too far back and will not stay up. When rotated to the front, the toilet seat sits too far forward making it awkward for a male to use in the sitting position. Essentially, the toilet seat looks good but is too small and the fixings have only a metal fastener/washer to secure the fixing in place instead of the rubber tube as many replacements have.

Also, the reason the original fixing broke was because the bolt holes in the porcelain were too large that allowed the plastic to bend into the holes and break. When less tightened, the toilet seat kept moving around. Other than that, the hot tap has become stiff to turn after 3 months, the Sink arrived with a crack and had to be replaced before installation and the toilet bowl sits about 1.5 inches off centre.

On a positive note, I do really like the style of the bathroom suite, and especially the large sink and the flush action of the toilet.

Thank you Heritage Bathrooms for considering my complaint / review 01/08/2025 and making the decision in this instance to replace my rusting toilet seat hinges as a gesture of good will. I very much appreciate the fact that this will extend the life of the toilet seat and I feel your action does now show your company in a more positive light.

Kind regards,
Gillian Costello

Bought 3 soft close toilet seats. 2 failed after less than 2 years. 3rd still working but installed later. Informed can get new hinges for only £56 each. Independent reports show hinges should last 30-40 thousand operations. Worst case they are assuming we are using toilets nearly 150 times a day. Not happy.

Having bought Heritage in the past we had 22years without one issue.
When it came time to refurbish the bathroom, I was optimistic that the Heritage quality was still first class.
unfortunately the company appears to have dumb down on the quality.
I can give three serious examples.
Within one week we needed new hinges for the toilet seat.
Within one year we needed a new toilet seat because
the hinges had corroded and were rusty. The seat integrity was poor and the seat cracked and the surface began to peel.
Then two years and 3 months after installing the shower thermostat has stopped working. We now require a plumber to fit the new cartridge.
I had expected more from a quality company and its products.
I would not encourage anyone to buy Heritage bathroom products.

WOW! In terms of product quality and service, Heritage Bathrooms is in a league of its own. Excellent staff who really know their stuff - and really care. This is a company that takes time and effort to do their best by customers. In the showroom, on the phone, and online, I've experienced consistently top-level service. It's Heritage/Bristan all the way for me now - can't go wrong!

We bought a new, clearly branded toilet seat less than six months ago for over £100. The cheap plastic part of the soft close hinge broke within a couple of months. A temporary repair was made but this also failed. We can't find the proof of purchase and HB therefore want to charge us over £54 for a small (and apparently very shoddy) piece of plastic rather than taking our word for the fact we've had it less than a year. Toilet seat not compatible with any universal hinges and we've now wasted about £30 on them. We're left with no alternative but to replace the entire toilet seat (or balance over the loo!). Second toilet seat in less than a year. Ridiculous - planned obsolescence or just plain overcharging for crappy goods?

After reporting a problem with my gold effect taps, it took just a couple of emails before being told replacements were on their way. No hassle, no fuss, just great customer service in my opinion.

UPDATE:after posting on here the situation was much better, a replacement product was sent in case a mistake was made. An assurance that product instructions would change was also made.

However there were still no instructions in cutting the pipe and I still had to go through a lot to get what should have been done in the first place.

I bought the waste/overflow recommendedfor the Heritage Tillbury freestanding shower bath (THC16). This waste was specific to the bath, or so I was led to believe. However, when I came to fit it the pipe was not the right size for the bath.

I rang up for support where it was agreed that the overflow pipe (see instructions for THC16) was indeed to big and had to be cut. I was then told repeatedly that I would have to cut it, but this would void my warranty. I felt this was unfair as the overflow pipe is specifically sold as fixed length and that it should not be adjusted (see fitting instructions you provide attached at STEP 1). Nor are their ANY indications that the pipe should be cut in the instructions.

The compromise offered was that I could cut the pipeand, provided it was a neat cut, they wouldn’t void the warranty. However no guidance was provided as to recommended tool for cutting, no fitting guidance and liability for cutting it the right length would still rely on me. I protested and as you make the product and have cad drawings and access to the product, there should be instructions on which ends to cut the overflow pipe and by how much is needed as this bath is manufactured to set measurements with pre drilled overflow and wastes holes. At £181 RRP this is a custom and expensive product, so not an unreasonable request? It should also be possible to use the product and retain the warranty.

The complaint then was forwarded up the chain, where it was clear that the wrong product was discussed (THC15ci) rather than THC16 and I was told that it warns that it should be fitted by a qualified plumber. This is not the case, and besides, a plumber would also need touse the instructions specifcally say that they should be retained for the installer on the opening page. It seemed rather patronising to me.

| am in the diffcult position of not being able to install my bath and not having a solution. The whole process has taken 2 hours of my time and no clear direction forward was offered. Another team to complain to was offered!

Very helpful and knowledgeable

Needed to replace a faulty tap valve. Didn’t realise it was still under warranty (2 years) but the call handler did and did the needful once I proved the purchase date, and I had the new replacement part in my hands on a couple of days. That’s why I like dealing with Bristan/Heritage.

Negatively, the recorded message while waiting for my incoming call to be picked up is really tedious.

I had a problem with a cartridge on a mixer tap, I rang Bristans/Heritage to order a spare, customer services were excellent, they told me this was still under guarantee and that it would take 3 days to deliver and then said "that's a kitchen tap, we'd better get it to you sooner" and arranged overnight deliery

they were very helpful and found the correct part for , my shower valve. as it had been discontinue by my original supplier.

Very helpful answering a query about an old Heritage Dorchester toilet suite c. 1996 that was broken accidentally and needed replacing.

Already done a review

Very helpful, quick, polite and friendly customer service

First class company who honour their warranty in full.

Sorted me out with spare parts for my 11 year old taps!
Really first class customer service - highly recommended

We fitted a new Heritage bathroom two years ago. Since then the cold tap cap has come off twice, the toilet cistern has also been repaired twice, the plug chain has broken and the shower head has been replaced. To be fair to Heritage they have honoured their guarantee and sent our plumbers to refit and repair broken goods. However, while the product looks good they are clearly low quality.

Need more help for technical dumb people like me , parts advice is not good for numptys like me . As soon as my plumber got on it - sorted ! I tried really hard . I love my products but when they break … disaster!!!