In an era where online shopping has become a significant part of our lives, Beyond Retail has become a formidable force in transforming the historically brick-and-mortar kitchen and bathroom industry. While once upon a time consumers traditionally preferred to visit physical showrooms to see and touch products before making a decision, Beyond Retail is upending that model. By significantly extending their reach with an extensive range of over 20,000 product lines, Beyond Retail, through their three managed websites – Drench, Tap Warehouse, and Only Radiators – has crafted a new narrative on how customers can conveniently shop for bathroom, kitchen, and heating products from the comfort of their homes.
The Evolution of Beyond Retail
Established in 2011 with Tap Warehouse, Beyond Retail initially carved out its niche by focusing on selling an extensive array of bathroom and kitchen taps. This initial offering slowly grew over time, encompassing kitchen sinks, affordable bathroom products, and various essential accessories like mirrors, toilet roll holders, and even furniture. Recognizing the evolving needs and preferences of their clientele, Beyond Retail expanded its offerings in 2016 by launching two more websites: Drench and Only Radiators. Drench is tailored for the design-savvy customer looking for luxury bathroom products at accessible prices, while Only Radiators specializes in radiators and heated towel rails, catering to both functionality and aesthetic desires in the heating department.
The company’s own label brands – Butler & Rose, Vellamo, Harbour, Brenton, Drench, and Elite Heat – have become vital to their portfolio, ensuring that customers are offered a wide selection of products catering to diverse tastes and preferences. This careful curation and diversification allow Beyond Retail to mirror a showroom experience, providing detailed product information, excellent imagery, and an overall seamless shopping experience accessible from the comfort of one’s home.
Leveraging Technology for a Seamless Shopping Experience
In an age where technology is a great enabler, Beyond Retail has astutely integrated various advancements to create a seamless shopping experience. High-quality images, 360-degree simulations, video content, online reviews, and even augmented reality have shattered the traditional barriers to online shopping for larger, high-ticket items like bathroom and kitchen fittings. These technological tools empower customers to visualize products in their spaces, making well-informed decisions without the need for a physical visit to a showroom.
Alison Nieuwoudt, Beyond Retail’s Finance & Operations Director, emphasizes that the COVID-19 pandemic played an unexpected yet pivotal role in accelerating the transition to online purchasing. With the increased focus on home safety and comfort during lockdowns, bathrooms became sanctuaries of relaxation and well-being for many. Beyond Retail capitalized on this shift by ensuring they had a wide array of products, finishes, and custom options available, catering to varied tastes and styles. This kind of adaptability is key to staying relevant and meeting the customers’ needs in real-time, proving that the virtual shopping experience can be as effective and satisfying as visiting a physical store.
Expanding Physical Footprint and Enhancing Operations
While the core of Beyond Retail’s success lies in its digital prowess, the company has not shied away from bolstering its physical infrastructure to support its burgeoning operations. In early 2024, Beyond Retail strategically expanded its physical footprint by leasing a larger warehouse and head office space in the Bournemouth Aviation Business Park. This tactical move was aimed at increasing stock capacity, supporting the growth of their own-label ranges, and ultimately enhancing operational efficiency. Additionally, in 2025, Beyond Retail is ambitiously planning to open a new outlet in Dorset, looking to provide a more immersive and localized experience for customers, particularly those in the trade sector.
The new outlet is designed to carry clearance items and ‘everyday essentials’, showcasing bestselling products while promoting a sustainable approach by repurposing or selling slightly damaged items at a reduced price. This initiative not only underscores the company’s operational growth but also aligns with their strong commitment to sustainability – a quality increasingly sought after by today’s environmentally conscious consumers.
Commitment to Customer Service and Satisfaction
Understanding that great products alone do not guarantee success, Beyond Retail places immense emphasis on customer service, which remains a cornerstone of its operations. The company abides by several core beliefs including providing insightful and accurate sales advice, comprehensive product information, timely and efficient delivery, and competitive pricing achieved by leveraging technological efficiencies and automation. This synergy of technology and personal touch ensures that customers receive the best of both worlds.
One particularly innovative initiative aimed at enriching the customer experience is the 3D design service. This service allows customers to visualize their bathroom layouts before making any purchase, enhancing the overall shopping experience and minimizing post-purchase regrets. Beyond Retail’s dedication to customer satisfaction extends to their sales teams, who receive regular product training to provide informed advice and support. By doing so, they ensure that these teams can address both retail and trade customers’ needs effectively.
Innovative Shopping Solutions and Future Plans
In today’s world, where online shopping has seamlessly integrated into our daily lives, Beyond Retail has emerged as a powerful player in revamping the traditionally brick-and-mortar kitchen and bathroom industry. Historically, consumers preferred to visit physical showrooms to see and feel products before making a purchase decision. However, Beyond Retail is revolutionizing this model. By offering an extensive selection of over 20,000 product lines, Beyond Retail, through its three managed websites—Drench, Tap Warehouse, and Only Radiators—has created a new way for customers to shop conveniently from home for bathroom, kitchen, and heating products.
These websites cater to a wide range of customer needs by providing detailed product information, high-quality images, and even customer reviews, making the online shopping experience as satisfying and reliable as visiting a physical showroom. Beyond Retail’s strategic approach ensures that customers no longer need to travel to crowded stores to find the perfect items for their homes.
Additionally, their user-friendly platforms are designed to help customers easily navigate through an enormous variety of products, from luxurious bathroom fixtures to practical kitchen essentials and efficient heating solutions. By embracing technology and understanding consumer preferences, Beyond Retail has successfully bridged the gap between traditional shopping experiences and modern digital convenience, setting a new standard in the industry.
