Abbey Kitchens, Walcot Street

Trading from the old Walcot Street tram station Abbey sell pine furniture and make kitchen units to order.
The shop is open to the road with pine chests and tables spilling out onto the pavement. In a small office at the back I found a pleasant lad who gave me a card and told me to call Gary on his mobile to find out more about the kitchens. "He can make whatever you want, it's best to get him to come out and take a look," he said.
Abbey Kitchens isn't usually the type of business I visit as Mystery Shopper but its website popped up when I ran a Google search of kitchen companies in the area, interestingly Harvey Jones did not.

Score: 5/10
If you want a handmade solid pine kitchen Gary's your man

The Art of Bathrooms, Lower Bristol Road

When I phoned ahead to check opening times the salesman not only volunteered details of how to find the showroom and pointed out that there was parking available but also said, "ask for me, Shane, when you come."
On arrival I noticed the parking area was well maintained with spring blooms in the planters and this positive impression continued inside the shop with spotless displays of V&B, Sottini and Showerlux over two floors. I duly asked for Shane and we had a long chat about my bathroom requirements. He showed me various products including a working hot tub outside. "You never know it might be something you want to consider in the future," he said.

Score: 7/10
Friendly, personal service from my initial phone call and during the visit.

Bathroom Solutions, Moorland Road

There were nice displays upstairs at Bathroom Solutions featuring Roca, Sottini and Aqata products backed up by creative tiling. But downstairs the showroom was very cluttered.
As I picked my way through stray taps and odd basins Brian apologised saying, "The showroom isn't usually like this but we are in the midst of a sale." (Well done Brian. If the showroom doesn't look its best it is always worth explaining why.)
I asked about installation. "Once we know the direction you are taking we can recommend a fitter that is suited to your job. I suggest you bring in the dimensions of the room plus some digital photos so I can get a feel for the layout. We will then recommend product and make a site visit before producing CAD plans."

Score: 6/10
Cheerful and helpful service.

Total Bathrooms, Brassmill Lane

Although tucked away on an out-of- town trading estate this shop was easy to find thanks to freestanding signs on the main A4 and again at the entrance to the estate.
First impressions weren't good however, with a broken basin and empty boxes dumped by the entrance. Inside the theme continued with a confused clutter of bathroom fittings. Display is not the priority here, the emphasis is on price with various items labelled as in the sale or as a 'Star Buy'.
I asked at the desk about installation and was given a list of recommended fitters. "When you're ready come in and we'll do a shopping list with you. Then you can buy the bits yourself or ask your fitter, the same discount applies either way."

Score: 5/10
Friendly staff and a wide range of products, but poor presentation.

Ripples, London Road

The large windows looking on to the busy A4 have been put to good use with an oval freestanding bath in one and a slate wet area with twin overhead showers in another. Less aspirational products are arranged in comprehensive groups off to one side and at the back of the showroom is a display of real stone tiles and colourful glass mosaics.
Sat at her desk by the entrance Rebecca greeted me as I entered and then left me to wander round on my own. She joined me, as I fiddled about with the taps in the extensive Dornbracht display, and asked if there was anything she could help me with. We chatted about my plans and then proprietor Brian appeared,  "I'm just making some coffee would you like one?" he asked. This gave Rebecca the opportunity to take me back to her desk and show me a design she had been working on while I poured myself an excellent coffee from my own individual pot (there were even shortbread biscuits).
I gave Rebecca my details and just one day later received the Ripples brochure and personalised follow-up letter.

Score: 8/10
Smart showroom, good customer interaction and a fine cup of coffee.

Exclusively Kitchens and Bathrooms, London Road

This exceptionally well presented showroom is spread over four floors with kitchens on the two upper floors, bathrooms in the basement and a mix of deliberately eye-catching product at the ground floor entrance.
The company sells both Second Nature and Stoneham kitchens. Shelley explained that as all Stoneham kitchens are made to order I could have whatever I want. She said, "As you walk round keep an open mind about what you see because if you like the door style but not the finish we can change that for you. Also open doors and drawers because what lies within is important too." 
 I wandered round the showroom on my own. It was well lit and gleaming. In the basement the bathroom displays included product from Roca and Vitra with Grohe taps and Matki showers. Each display had a listing of the products and the price neatly typed and fixed to the wall.
 After my tour Shelley said, "We offer a full design and installation package. There's an initial £100 call out charge but that's fully refundable if you then place an order with us."

Score: 7/10
Very well presented showroom with a good mix of product and confident sales person.

Harvey Jones, Walcot Street

Harvey Jones' Bath showroom isn't huge but the space available has been used effectively to display both its Shaker and Original kitchens in unpainted and painted wood.
Stephen explained the door options and robust construction with the aid of a sample cabinet on wheels. Although there are just three door styles the fact that the kitchens are hand-painted and an extensive handle choice means the options are endless. "Once you've decided on the layout of the kitchen I suggest you pick three colours and three handles and we will paint up boards so you can see how they work in your home. Colours can vary in different settings, and remember you can also mix and match to break up the space," he said.
Stephen picked up on my mention of children and suggested granite worktops might be more practical than wood and pointed out the larder unit "As everything we do is bespoke you can have it made to the exact size you require with a variety of internal fittings." He then gave me a copy of the brochure, stressing that all the images inside are of real kitchens "To give you inspiration," he said.

Score: 7/10
Attractive showroom and an enthusiastic sales person.

Winner's profile

Ripples

In my follow up phone call, proprietor Brian Fisher confessed that after offering me a cup of coffee he then re-arranged the drawings on Rebecca's desk to show a bathroom she had designed featuring Bisazza tiles. "I had spotted you admiring the mosaics," he said, "and so gave Rebecca the opportunity to discuss this look with you."
This attention to detail sums up the company's philosophy. Brian bought the showroom franchise three years ago and although it came with a history - Bath was the first Ripples showroom founded in 1988 - he has made his mark with 16 new displays. "They have bought different customers in and raised people's expectations and their budgets," he said.