“Ordered a full bathroom suite along with a mirror cabinet and accessories. Had no problems with delivery, they even pushed it forward and delivered smaller items that were out of stock later so the bathroom fitter could get started.
Once fitted I was happy with the results. But just short of 5 months later after a bath I was rinsing and wiping down the bath when a crack appeared in the corner on the side that was not there before.
I contacted customer support and after 3 days they told me this was due to "impact damage". I refuted those claims so they told me they would send the details over to the manufacturer. Very quickly they came back with "impact damage" again.
I have spoke to several tradespeople about this and they find it inconceivable that a bath should crack less than 5 months after being fitted due to "impact damage" especially because it's on the side.
I know there was no damage caused when it was fitted because I lent a hand during. Nothing has been dropped in the bath. It is down to a manufacturing defect or just poor quality.
They won't admit fault and it seems to be a tactic in avoiding paying out their worthless warranty. You can see this for yourself if you search the word "impact" on reviews (ignore the covid related ones). Countless reviews where people have been fobbed off with any excuse not to honour the warranty.
They might be a bit cheaper than the rest but you'll end up paying more in the long run. I'm faced with the cost of a new bath and twice that cost to refit”
“Dangerous - should come with warning "Do not sit on!"
bought a toilet seat of off of them in January the first time i sat on the lid to bath the dog it cracked total rubbish my old one was 20 years old never had a problem with it well made came from B&Q. contacted Victoria Plumb they said it wasn't meant to be sat on no warning on the box. As i said not impressed with their quality or service. the item number is Accents oval duroplast soft closing toilet seat with lift off x 1 (ACSEAT01)
£31”
“What went right. Delivered a damaged vanity unit. Then delivered another one that is even worse condition than the first. Got to wait for a collection and then a refund. Poor service, poor quality, AVOID!!”
“Mixer tap went faulty within 12 weeks (sprayer fell to pieces). Could only get through to the company via chatline which requested photos - which I supplied. I asked for a replacement urgently as I was without a kitchen tap but was informed it would take 3 days to be delivered. This was not acceptable to me so I asked for a refund. This company took no notice that I explained as a pensioner going upstairs continually for water was a hardship. In addition, I was given the run-around over the costs of removal and reinstallation. In the end the impolite agent cut the chat off.”
“I will never deal with this company again, collected my shower quadrant as wasn’t suitable £ 159 but charged me £49.99 to collect it!!?! What a rip off… never speak with you it’s a robot no human contact just email… 1 chap collected it almost 3 weeks before refund of £109 complete rip off I wouldn’t use them again rubbish customer service rob you of return charges wasn’t a two man collection! Took 1 to pick it up…
Avoid this company ….”
“Toilet delivered with no seat i don't install suites myself so had to wait for the builder (9 weeks wait) he discovered no toilet seat and by that time was well out of the replacement time factor. Miserable”
“I paid £49.99 for my toilet that was not suitable for it to be returned that was nearly 3 weeks ago .I have not had any refund or emails to say yous have my return . I ordered a new toilet that was the proper one .I am paying for both toilets at clearpay .which i cannot afford as i am a pensioner. I need my refund asap.”
“Customer service is appalling. A bathroom cabinet was ordered in a matt finish. It arrived in a gloss finish. An email was sent to ask for the delivery of the correct item but no reply was received so by means of the chat facility a cabinet was reordered in a matt finish. A gloss finished cabinet arrived.
The delivery driver said he would ask customer service to phone, this didn’t happen.
It is not possible for a customer to contact Victoria Plum by phone.
There are many companies who provide the same or similar items who have excellent customer service. I suggest you use them rather than Victoria Plum.”
“Absolutely terrible customer service!
We ordered our bathroom from VictoriaPlum and had a nightmare with them. First even though we paid for VIP Premium delivery which is rather costly, the delivery was moved and we wasted time/money for a builder that was supposed to put it in. Then we got the delivery, but since we don't live in the house yet we didn't have the chance to check the delivery. Our builder only let us know later (past 30 days) that the ceramic basin was missing. Customer service stuck to the 30 day rule and was adamant they cannot help us. So now we're stuck with a basin unit WITHOUT the basin.. they did not care much about the delivery issue, nor did they care about the missing item. Terrible way to treat your customers! We were planning on buying our en-suite bathroom from them, too. However, this has put us off from ordering from them ever again.”
“Terrible customer service, avoid at all costs, wish I had , takes days even weeks to answer emails , not a nice company to deal with, wish I had read the reviews before getting involved with this company ,”
“I bought a tall bathroom unit and a vanity unit The dumped all the items inside my front door obstructing the access in and out of my flat and making it impossible to shut the front door, the vanity unit shelves were not level and I requested to be exchanged. they expect me to put the faulty vanity unit downstairs inside the door for them to collect because they don't come upstairs. They are perfectly happy to come upstairs if you pay premium delivery. The attachments that support the shelves broke within 5 minutes of installing the unit, as soon as I started to put items in the cabinet. Overall poor quality items and even worse service”
“A towel rail was not included in my package. They completely refused to send a replacement because of an arbitrary 7 day deadline. Customer Service was appalling. DO NOT USE.”
“worst company i have ever had the displeasure of dealing with
charged for free delivery
3 weeks to receive goods
no way to contact any real person to complain
no communication from them at all”
“Must be the worst company to deal with,customer services can't read ,or answer e mails.Had to pay Postage myself to return faulty Item. It took ages to get my refund”
“I have rung and emailed several times. The person on the phone keeps putting you on hold to speak to a manager but won’t put you through to them! They have acknowledged the products I have are faulty however as my plumber ordered them and fitted them but has walked out and left me in a mess they say it is his account so I should re- order and pay again!!”
“Absolutely non existent customer service!
I’ve been waiting over 6 weeks now for a refund for a faulty product that had been discontinued. Every time I speak to customer services, false promises are made. Team leaders lie so they don't have to deal with you and just generally terrible service should you get any issues.
I would strongly advise going elsewhere and paying a little bit extra to a company who actually care about their customers as these clearly do not!”
“Totally shambolic company. Unable to communicate on the phone, items that show up as in stock aren't, items arrived with missing parts. All resulting in wasted labour costs for us and a resounding 'no' from Victoria Plum when asked about a good will gesture despite all the inconvenience. For those who wish to hear more about our tale of woe, read on...
We made the order for a basin, bath and shower accessories. Only the bath and accessories arrived despite everything on the website showing as being in stock. After a few days we chased them (via webchat-there is no retail phone number customer services to call) and they told us that it would arrive on 12th March. After that date passed we contacted them again and were told 12th April. In the end we had to cancel the basin altogether and reorder one which was not as nice.
When the plumber came to install the bath a few days ago the legs were missing on one side. Again we contacted them and they said they will send it. Again we've chased them up and lo and behold they have not sent it. Now they have emailed us to ask us what they need to send.
My wife contacted trade customer service on the phone out of desperation as we have had to pay labour costs when things should have been installed but haven't been ready. Trade customer flat out said that they won't help. The webchat facility is very frustrating and doesn't result in issues being resolved .
My wife asked about a good will gesture of some money off considering we have had to pay for labour costs because the suite couldn't be installed on the days allocated by the plumber. They said no which came as no surprise as they have been extremely shoddy in how they have dealt with us every step of the way. All in all a very frustrating experience and we can confidently say that we would never ever shop with Victoria Plum again.
I'd definitely recommend buying from a company with a customer services phone number or a physical shop where you can speak to a representative face to face.”
