I have now spent hours on hold, but we are now in week five of bathroom issues. We chose Victoria Plum because of previous experiences with quality and felt that given the renovation state of our house and level of commitment elsewhere, it would be a sensible plan to use the design service and order from one place so that a very experienced bathroom fitter could fit the bathroom in one go and enable us to deal with that in one process. This has failed. The design person appears to have made a crucial mistake with the translation of design into suitable products. The sink and unit supplied as part of the overall design does not match what I signed off. There is no glazing at the back of the sink indicating that should sit flush against the wall, but due to the design of the unit, it does not, leaving a gap of about an inch, which coupled with a tap which wasn't long enough causes water to fall down the back aside from being visually odd and this is not what we signed off on the design. In addition, I'm not very happy with the sink as it doesn't fully drain and leaves puddles, but that appears to be a design fault of the sink itself. According to the website, plus the design team have failed to supply any alternatives, there are no options to replace this sink without ripping out the entire run of cabinets which we are not prepared to do as environmentally that is awful, not to mention we'd have to bring back the bathroom fitter. We got agreement that a FOC plinth is sent that we can then use to create a back panel to fix the gap and make a splashback ledge. There are additional costs relating to this - the design team made the mistake and have appeared to accept responsibility. With that in mind, we requested a relevant refund or compensation to pay for our bathroom fitter to return to fix the issue, replace the tap which also had a refund issued for clearly accepting responsibility for it not being long enough. There is a matching colour silicone we also have to purchase to enable this fix to work. The simplest way to deal with this is to refund the sink. I have now spent hours on hold at personal cost to me with work time. This was supposed to be easy with a reputable company, but right now I am facing extra costs and no resolution or decent customer service. I now know that this company was in administration and was sold to new owners. If they are serious about this brand continuing, then there needs to be proper customer service that reacts appropriately and with speed. Being on hold for hours, not receiving emails, customer service people constantly breaking promises to return calls, not receiving responses for five days ... and it goes on. One of the trade team did outline some disappointing policies that the rest of the team do not seem to be aware of - one that states no compensation, no matter what so be warned - if it goes wrong you have no way of getting it sorted. In addition its worth noting the other issues: 1. damage found on one of the cabinets 2. damage found to toilet seat - new one sent out without the need to return the original 3. worktop was questionably the wrong one - the quality level was of a cheap £30 style, not the £189 that was charged us, refunded and collected. 4. tap added by Design was too small for sink, refund sent, no request to collect. 5. FOC plinth sent was incorrect, requiring yet more calls/delays.