Wet Wall Works Reviews 

I do not recommend this company, and I am genuinely disappointed with how this situation has been handled.

When I was deciding whether I would need 3 or 4 packs of wetwall, I specifically asked about returns. I was reassured, “Oh, returns are easy. Buy the extra wetwall and you can always return it, as lots of our customers return what they don’t use.”

That reassurance directly influenced my decision to purchase the additional pack. I therefore believed that, if I didn't end up needing it, returning it would be straightforward and reasonably affordable.

Unfortunately, when I actually needed to return the unused wetwall, I was simply referred to external couriers. I have been quoted around £60 to return a pack that cost approximately £75.

I find this extremely disappointing. If I had been clearly told at the time of purchase that I would have to arrange my own external courier and potentially pay around £60 to return one pack, I would not have purchased the fourth pack. I would have simply bought 3.

I completely understand that return postage may be the customer's responsibility, but that is not the issue here. The issue is the reassurance I was given when I specifically asked about returns. Saying that returns are “easy” and encouraging me to buy an extra pack because I could “always return it” gave me a very different impression of what returning an unused pack would actually involve.

I feel the information provided to me was misleading, and I am very unhappy that I made a purchasing decision based on that reassurance only to discover afterwards that returning the unused product could cost almost as much as the product itself.

I should have been given clear and complete information about the practicalities and potential cost of returns before making a purchase.

Shocking.....
All looked good until delivery.
The standard of delivery services today is shocking, the only contact with the company is these people. Products thrown and wrestled from van while trampling on other people's products. No wonder the order was damaged to the point it was not usable. The company was quick with a response and quick to give a partial refund.
The only way forward to improving the business is the correct delivery service that respects the company they are delivering for!

Unfortunately, this was a very disappointing experience from start to finish.

I ordered bathroom wall panels which arrived one day later than expected. While delivery delays happen and I can accept that, the real issue started when my contractors opened the order. We had scheduled installation for Thursday and Friday because my new tenants were due to move into the property on Saturday.

On Wednesday, after opening all seven panels, we discovered that four were defective. The long locking edge was curved instead of straight, making it impossible for the panels to click together correctly. At 4:55 pm that day I contacted customer service explaining that this was urgent and that I needed replacements as quickly as possible. I was asked to send an email, which I did immediately, although by then I already suspected there would not be enough time to resolve the issue.

On Thursday morning I had no choice but to spend hours driving around local suppliers looking for replacement panels. Fortunately, I managed to find an alternative in stock. While I was doing this, Wet Wall Works emailed asking for photos and videos of the faulty panels, which I provided. However, because my renovation had to be completed before the tenants moved in, we proceeded with the alternative panels and disposed of the faulty ones at the local recycling centre. At that point I was fully focused on finishing the renovation and forgot about the ongoing email conversation.

On Saturday morning I saw another email saying they wanted to collect the faulty panels to arrange replacements. By then it was too late. The defective panels had already been recycled and the new ones were installed. Customer service then informed me that because they could not collect the faulty panels, they would not offer any refund whatsoever.

I find this completely unreasonable. I provided evidence that the products were faulty, including photos and videos, and the defect was the reason I had to purchase replacement panels elsewhere at short notice. Instead of taking responsibility, the company refused any form of compensation, even for the four defective panels.

I will be pursuing a chargeback because I have clear evidence that the goods supplied were defective and the company failed to provide a practical solution when it mattered.

Based on my experience, I would strongly recommend avoiding Wet Wall Works if your project has any time-sensitive deadlines.

The guy who i dealt with on the phone (i gathered was owner)
Was rude and abrupt
The delivery costs are super expensive and when you question that (and the signal goes on your end) you try and call him back he got all stroppy and said he was refunding money
Despite having already waited a few days for dispatch and it delayed the fitting of my whole bathroom
I would not use this company ever again or recommend doing so

I bought a number of wet wall panels from them. The first lot, a large order, was fulfilled without incident. However, my builder failed to order enough so I ordered one more. This duly arrived and from the outer packaged there were no obvious issues. However upon opening the outer packaging it was clear that the inner package was damaged. This can be seen clearly in my pictures.

I called and complained to Rupert but despite the evidence suggested it was a courier issue which I did not agree. I believe the damage occurred before - most likely between pick and pack.

The cost of my lost sits at £70 to which they want me to return the panel first BUT my builder threw it away!

So I have evidence of the damaged panel, evidence of the packaging and they wont refund me.

I would say this - dont use them, I am happy to be persuaded otherwise but their CS representative blamed anyone and everyone, including me, but would not accept any responsibility whatsoever. My advice - go elsewhere.

Lee from Wet Wall Works was so incredibly helpful assisting me with my questions and enquiries. He responded so quick and was so knowledgeable about their products. Five stars!

Ordered and paid for the better quality wet wall, other than the one we were originally looking at. Bar codes and product numbers match on the boxes. Faulty product with a shade difference. Acknowledged by email by the manager Stuart, Now ignoring emails when asked for refund. Do not shop here run do not walk from the premises. Customer service non existent.

Delivery deadlines missed, rude customer service. They can't understand why we are not delighted we only had to wait a few extra days!

Terrible service from Rupert, the customer services representative. When placing an order, you need to call for tracking, rather given a tracking reference number. When calling for a tracking update, I was not giving an indication of where my order was or expected delivery (now the second time for only two orders made). Rupert was very critical of the carrier M & H Carriers, saying they are terrible, but he had no other carrier option as they had the monopoly for deliveries in Scotland. I informed him that as retailer, accountability for delivery is with the retailer, who I have a contract of sale with. He refuted this and became argumentative. I cancelled the order and requested a refund. The terms and conditions of this retailer is refund within a maximum of 14 days of cancellation date. I emailed and followed up with a call today, asking where my refund was. Now the 14th day since cancellation. Rupert was very rude on the phone. He said that he had just came back from holiday and will refund me “when he gets round to it”. I reminded him that his company terms and conditions was refund within 14 days of cancellation. He simply repeated that he will do it when he gets round to it…..My next step will be to dispute this sale with my bank and if necessary small claims court. Companies with customer service personnel that like to talk a lot and blame others for poor service, then become argumentative, lose customer base and revenue……Update :- Thanks for your response. I see you are not in denial of what you said to me. You preach terms and conditions when taking money from the public, but not so quick in sticking to your own terms and conditions when having to refund customers. You publish a small part of my email out of context to defend your rudeness, which I see you don’t deny. Your arrogance is astounding considering your job is to answer the phone to disgruntled customers. 23% of reviews on here are one star. That tells the public who you are and the company you represent. My advice to your director would be to get rid of you, you are a liability.

Ordered some Multipanel shower panels from here. Very competitive on price and delivery was fast. There was however a mix up with the delivery. It might have been the delivery companies error as the address was wrong and it was delivered to someone else down my road. Luckily he called the company to let them know and I managed to pick it up from him later that day. Communication with Wet Wall Works was good. He kept me up to date with the situation

I brought 4 panels and 2 had been dropped so the corners were smashed. I called and was told if I send pics and decide to use them I'd get a partial refund, almost £400 worth of panels including postage.
I needed to get the job done and the customer didn't want to wait so I used them as best as I could.
I chased the refund for over 2 weeks as the company kept shifting the goalposts to avoid paying. After getting angry about this they decided to offer me £30.
It's a shame as I thought I'd finally found a company i could use as I'll be ordering many more this year, but not with this lot, never again!

Following on from your reply... you asked for pictures of the damaged panels which I sent. I didn't steam ahead and going on holiday (my personal circumstances have nothing to do with it!)
You shifted the goalposts to suit yourselves and to get out of paying a suitable and fair refund.
Lesson learnt I suppose...

Pointless. Ordered multiple samples and received 2 with a note to say ‘ we wont be sending the missing ones’
Well what point was there in allowing me to add to basket it there was zero intention if sending. Because of this i will NOT be buying anythimg from them. Absolute waste of my time…

Really happy with the wall panels, they look great! Fab quality, delivered quickly & packaged really well. The trims arrived damaged (from transit) but this was resolved straight away. Everyone I spoke to over email was so knowledgeable, friendly & helpful.

I ordered Navy Chevron Premium Shower Panel from Wet Wall Works on 3rd September and 19th September. Long story short, I was unhappy with the product as when joining the panels, the pattern didn’t match, so we had to order another panel and I raised my concerns to customer services. A replacement panel was sent which was appreciated, along with the panel I had bought and the company promised a refund of the delivery fee for the extra panel I had bought (£19.95), in writing but has not processed it.

The person I have been corresponding with has refused to escalate my complaint or let me speak to anyone else and has made personal and unprofessional comments in emails, which is completely inappropriate.

While the product arrived, the customer service experience has been frustrating, and the company has failed to honour their written commitment.

Poor company.
Won’t accept returns of unused products (to swap NOT REFUND). Bathroom installations can hit delays and the items were kept safe in packaging. 3 days past 28 days I am not able to return my product. Citing ‘we don’t know how it’s been stored’ in those extra 3 days. Ridiculous. Also didn’t answer email and I had to call about it. Now I’m left with a product I can’t use and having to buy replacement. Buy your wet wall products elsewhere!

If i could give them a ZERO I would. Placed an order via a lovely local business monies paid on 23.06.2025 processed was told delivery for the Friday so took a day off nothing nada zip no contact to tell me they weren't coming or to the company I bought from. They then lied saying they hadn't received the order so the local business re ordered it and made sure they had got it which they said they had and that it would be delivered the following Friday nope still nothing then when the local business rang they said they would re order then and we would get them the following Friday again time off to wait for the panels nope nothing then got told when the local business rang it would be Monday so partner took the day off and still nothing then they just appeared when I was at work had to get the local company to come and get the panels as delivery driver said he wasn't waiting 10 minutes. The plumber we had booked had to leave this job as had over work booked I lost 3 days holiday partner 1 day and not a word of sorry. I will never ever recommend this company to anyone again they don't answer the phone or emails they barely do the minimum contact with the customer so don't deserve the business. DO NOT USE

Had a miscommunication with partner during a refurb re ordering wall panels and ended up with panels that didn't suit the space they were intended for, Rupert went over and above to ensure suitable panels were delivered and this was done to a tight timescale too, 24 hours for each set of panels. Couldn't be happier with the new panels just can't wait to install them!

Be warned!

If you dont inspect your panels on delivery then when your fitter comes to fit them and opens the packages, if there is damage then they wont compensate you. So make sure you inspect them within 72 hours or you will be in the same position I am in!

Fast delivery, and great price. No issues

many thanks

8 shower panels ordered, 3 arrived damaged. They offered to replace the damaged panels, which would take approx 5 days, or refund £65, which only just covered the delivery. Nice panels but not worth the stress, poor delivery and non-existent customer service