In spite of the carrier damaging my delivery 'My Toilet Spares' bent over backwards to rectify the situation for me and provide the parts I asked for. They were obliging and helpful over the telephone too.
Review by Honora2 months ago
I have ordered a toilet seat from My Toilet Spares on 16th September. I have been waiting for an email regarding delivery, without success. I thought I had better check their website and the so called "dashboard". When I clicked on "my Order" I was informed I had no order pending. This is odd as I had received an invoice and an order no. Not only that but money has been taken from my bank account already for this order! I have sent an email to customer services without any success. I have tried ringing the phone numbers shown on their website. No phones are answered. Is this a scam site and do I need to contact my bank to get my money back?
Review by TLeBlanc3 months ago
Appalling service, initially said I would receive item in 2 days when I didn’t receive they said it was out of stock. Eventually it arrived. Hinges for villeroy and boch toilet seat. My husband went to fit and they’d sent the wrong hinges. Like other disgruntled customers on here I returned them and they are now saying fittings were broke when they arrived back so no refund given. I have emailed advising they weren’t broken when they left us and if necessary they need to claim from Royal Mail as I returned in the same packaging sent to me. RIP off company. Next step small claims court if refund doesn’t materialise. I don’t care if it costs me more than the item it’s the principle of the thing
Review by Marusz Kaver3 months ago
Ordered in afternoon arrived following afternoon fitted and back in working order by teatime great service thank you very much.
Review by ChristinaP4 months ago
I ordered a replacement toilet seat (at about £130, so not cheap) and when I went to fit it found that someone had ripped open the fixings pack and removed some of the parts. They refused to do anything about it. Initially this was on the grounds that I had left it too long before checking the package. I pointed that their attempt to limit claims to a 14 day period using their terms and conditions were invalid, as the Consumer Rights Act specifically states (Section 31) that suppliers are not allowed to restrict their liability. They then just said it would be too expensive for them. I have tried to be reasonable by asking them to just replace the missing parts (cost about £15 retail, so presumably even less for them) not a completely new toilet seat or even the full fitting pack, but they won't budge.
Save yourself the aggro - go elsewhere.
Oh dear, oh dear, oh dear.
It looks as though whoever replied on behalf of Mytoiletspares is either confusing my order with someone else's or hasn't checked their facts properly.
I ordered my seat in June (early June, true, but still June), not May, but the right seat did not actually arrive until the second half of July, something mytoiletspares haven't mentioned in their response.
Read the story below and make up your own mind as to whether Mytoiletspares are fair to say that they hadn't heard from me from May to September.
As for offering me a hinge kit at half-price I am not sure why they had a problem with my request that they just supply the missing parts. Bearing in mind the full hinge kit costs about £40 retail but the missing parts I asked for cost only £7 retail, surely this would have been a cheaper option for them anyway? I even sent them a link showing them where the parts could be bought from at £7. Very hard to work out why they had a problem with it.
Anyway, the story of what actually happened...
A couple of days after I placed my order they contacted me to say they had given me the price for the toilet without soft close hinges and I would have to pay another £31 for the soft close hinges, which I paid on 5th June. I was a little bit miffed about this as I actually only needed new hinges, but had gone for a complete new seat as the cost I had been quoted for a new seat wasn't that much more than the cost of just the hinges. However, I persuaded myself that buying a complete new unit would be less hassle.
On 18th June I had to chase them, as the seat hadn't been delivered.
The type of seat I needed had been identified by Mytoiletspares from photos I sent them. Unfortunately, when the seat did eventually arrive it turned out that they had got the wrong size, so on 30th June I contacted them to tell them this. I sent the wrong one back to them and paid the cost of carriage myself, as although they had done the identification I thought it was a bit unfair to blame them for getting it wrong.
By 10th July I was able to get photos of some barcodes on the toilet bowl and sent these to Mytoiletspares so they could identify the right seat.
By 15th July I had, with help from another company, been able to identify the right seat and emailed Mytoiletspares with the details.
A few days after that the right seat did finally arrive, about 6 weeks after I first placed the order.
So not quite the case that I was sent the seat in May and they didn't hear from me until September.
To round off, just remember that under the Consumer Rights Act 2015 if you are delivered an unsatisfactory product you are protected for six months. Yes, after the first 30 days you have to give the supplier ONE attempt to repair or replace it, but if this fails or they refuse to do it you can reject the goods and ask for a full refund. Don't be fobbed off, and remember that under the Acts attempts to limit your rights under that Act by unfair terms and conditions are invalid.
Also remember that if you paid by credit card you might be able to use either the chargeback or the section 75 process to get a refund - chargeback is normally limited to claims made within 120 of payment.
Review by Dunkz4 months ago
Item ordered and posted next day.Arrived 2 days later well packaged.
This was great as I am in Guernsey, Channel Islands.
Review by Tajulislam4 months ago
Appalling service. Clearly sent the wrong seat - non soft close instead of soft close. This cannot be identified until the hinges are fitted, at which point they say they cannot accept refund. When I went back to them to resolve it they told me they had sent a soft close and that it had been fitted wrong - which is impossible! The manufacturer confirmed independently that they had sent the wrong one but they still refused to accept it and suggested an engineer visit at a cost to me of £150! They then told me that even if they sent the wrong thing it's my fault as we fitted it - but you can't identify incorrect hinges until they are fitted.
Review by Norbia4 months ago
AMSTD FASTPART WASHER SV01967
ONLINE ADVERTISE NEXT DAY DELIVERY. DIDNT ARRIVE TOLD 2-3 DAYS ON PHONE AND WAS TOLD THAT IT DOESNT SAY IT ON THERE WEBSITE, THEN I WENT ONLINE AND IT STILL SAYS IT SENT THEM A SCREEN SHOT AND THEY SAID ITS FALSE, REFUNDED ME THEN RUDELY HUNG UP THE PHONE. TERRIBLE CUSTOMER SERVICE.
Review by ThePunisher5 months ago
My Toilet Spares were able to supply an unusual (non-standard) Italian toilet seat for which I could not find any other UK supplier. If I had been unable to obtain the seat it would have meant changing the toilet as all other available toilet seats were too small. So congratulations to My Toilet Spares. It took a little time for delivery (probably because it was non-standard) but My Toilet Spares kept me up-dated on the progress of the order and were very responsive to e-mails. I will use them again if needed.
Review by JoanieC Kiroluch5 months ago
Ordered part before Christmas it was expensive, it arrived how ever it was not the complete unit and the part I needed was missing. Sent back a month ago and still no refund. I am off sick from work with cancer so every penny counts, they wont even check it has been returned!! Total rip off company. Avoid at all costs!!!
Review by Bazgul6 months ago
I needed a toilet seat buffer for my guest accommodation after one literally ‘went down the pan’. The toilet is quite an old model and I feared a new seat might be the only solution..... but the lovely folk at MTS worked their magic and found me the right ones!! Such great customer service. I highly recommend them.
Review by Farrux7 months ago
Brilliant service. Bit dear but arrived ABROAD in 2 days. Great attention to detail to make sure it was right product. No frills but top quality. Top man.
Review by Ikeima7 months ago
If you want to keep your sanity and stop yourself going mad DO NOT USE THIS COMPANY. In over 35 years of being in the heating industry I have never ever used a company as useless as MTS Ltd. They took our money beginning of December for a part they claimed was in stock, still not part and still no refund. Complete con company. AVOID AT ALL COSTS
Their reply below is a complete lie. I have copies of all their emails which are one lined standard responses and not the response they claim below. I think the amount of dissatisfied customers on this site is enough to prove they're worth or lack of it!
Review by Nunton8 months ago
Terrible customer service. Accidentally ordered a toilet seat & hinges instead of what I thought, due to the picture and ambiguous title, was a complete toilet. Firstly it arrived a week after ordering with no communication as to when I could expect it and then when I realised my mistake they would not accept it back despite being able to prove that the parcel hadn't been opened so no hygiene worries. Get your spares somewhere else
Review by Ethemcan Kehden8 months ago
Complete con company.
Not even going to go into detail...
They clearly have internal failings and then blame the customer.
Unfortunately the customer loses out!!
Review by DalkeithD Edlerpics9 months ago
They did what they said they would do, when they said they would do it, polite, pleasant people. Richard, who I delt with, corrected me and identified the correct part I needed, a big thank you!
Review by Mckiki9 months ago
I was so impressed by the service provided by MTS. They were able to help me identify the part I needed to fix the toilet and then this arrived exactly when they said it would. Brilliant!
Review by Abdulai10 months ago
Dire customer service. Best avoided!
Review by Shasheen10 months ago
Kirsty went above and beyond to check I had the correct toilet seat even to the point of ringing the manufacturer.
I would definitely recommend them.
Review by Phoenic11 months ago
The prices look competitive and first class delivery tempting. However, delivery times are slow ... 6 days to put the items in the post and so over a week before delivery. Will not be using them again.
Review by Zhenhai Furyy1 year ago
Avoid at all cost.....buy your parts anywhere else. Rude staff who just hang up on you when they sell/post you totally the wrong product
Review by Janyette Iwai1 year ago
Great service. Having purchased two toilet seats and had to return them as they wouldn't fit, with another supplier. MTS identified the correct product first time and kept me informed, as it was initially out of stock. Great Customer Service and they really understand their products.
Review by Bafford1 year ago
Excellent. Can not recommend them enough.
Review by Saranba1 year ago
Don't buy from these people- we bought a Duravit toilet seat for £150(!) less than 18 months ago and about 6 weeks ago it broke. They say we damaged it (we didn't - had a previous identical one for about 8 years with no issues, just discoloured) and won't enter into any further correspondence. They didn't even bother to reply to letters sent by 'Signed For' post.
We were told warranty issues after 30 days (!) were direct with the manufacturer, Duravit, but when we called them, they said Mytoiletspares were not authorised dealers, so no warranty.
If I bought a £15 seat from B&Q it would last years, and we had a reasonable expectation of some durability from a seat costing £150, which has not been the case, and Mytoiletspares have
just washed their hands of it (no joke intended) after charging us this huge amount of money for an obviously faulty toilet seat & cover.
Would not recommend buying from this company or from Duravit, better off with something cheap that will last.
Review by Hhenn1 year ago
Terrible Company with Awful Customer Service.
This company are on the make. I paid £10 delivery charges for toilet hinges that could have been sent for £1.40. I opened the pack to discover they were the wrong ones so asked for a refund. I was told this was not possible as the pack had been opened and so £50 later (for them) I am left with 2 useless hinges. These hinges I have since discovered are widely available at £20 elsewhere on the internet. Their customer service policies are self serving and a complete rip off. Avoid them.