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.