“Sent us broken goods and refused to replace as I told them outside of there 14 day terms and conditions. This goes against the consumer rights act where the burden of proof is on them to prove they were delivered in working order and not on me to prove they were broken. Trying to get any kind of response has taken up hours of my time, mainly due to average wait times on calls in excess of 30mins and often over an hour. Typical computer says no attitude from most staff and when finally got through to someone in a senior position they were incapable of actually listening.”
“Firstly they delivered me a bath with a hairline crack in it which only became visible once it was fitted. It took a week of phone calls before they even contemplated replacing it. Then the shower was totally different to the dimension sheet. They tried to charge me for collection on return which I refused as it was there fault and 2 months later I am still fighting for my money back. I wouldn’t recommend anyone to use them, they are cheap but if you have any problems there customer services are terrible.”
“Quality of items was rubbish, waited in on two occasions after delivery was confirmed and noting turned up, when it finally arrived items were damaged. Spoke to customer services over 10 times, staff are useless and don’t care, still waiting for a refund over 3 weeks after the purchase. Would not recommend Victoria plum to anyone!”
“Faulty light on bathroom mirror would switch itself on randomly.
Called VP customer services 6 weeks after receiving item to request replacement. Was told they would not replace without an independent electricians report despite having had it fitted initially by a registered electrician.
Was told nothing would be done without this report as it may have been “wired incorrectly”. Utter rubbish there’s only one way you could wire it and the fact it switches on must mean it has a feed. Flat refusal to replace item in contravention with there own customer satisfaction guarantee and consumer law.
Will never deal with them again.”
“I have had a terrible experience. My item was to be delivered during a 13 hour window on Thursday 1 November. I stayed in waiting. It did not arrive. I complained. They rebooked it for Saturday 3 November to be delivered during a 13 hour window. . I stayed in Waiting. They even told me it would arrive 13:20-13:30. At 15:00 I asked them where is the delivery? They are not coming I was told - we will rebook it for Tuesday 6 November in a 13 hour window.
So I still have not had the goods.
The chat line is awful.
The delivery service is awful.”
“Not the first time I've had a bad experience courtesy of VP. This time, customer bought an 800 x 1000 shower tray and enclosure. Enclosure is very flimsy but more importantly, too small for the tray. The 800mm end panel is nominally 725mm plus say another 25mm adjustment on the mountings. Phoned customer services and after holding for 38 minutes, spoke to a lad who had virtually no clue. Usual 'please send pictures and what does the label on the box say'. They are unable to offer a solution or useful information. My suggestion that it looks like a 760 end panel in an 800 box is met with disbelief. Best avoid this company and buy from a showroom or merchant.”
“This has been one of the most abysmal examples of customer service I've ever experienced.
Zero communication, they take the money then just hand everything off to couriers. Takes anywhere between 20 mins and 1+ hour to get through to their phone line.
When you do speak to them, you get a different version of events every time. You ask to be called back and it never happens.
Apparently the delivery has taken a long time as I live in Aberdeen. You'd honestly think it was Australia. I'm pretty certain that me ordering on 7th October and them not dispatching until 24th is nothing to do with where I live anyway.
I'm about ready to phone them and tell them to keep their toilet, but literally can't face sitting on hold for an hour.
Its no wonder that they don't allow reviews on their google or facebook profile.”
“Really bad customer service, every time you call them you wait between 30-40 min to talk to somebody. We ordered some items and we were told that they that they had tried to deliver the goods but nobody was at home which is not true as I was at home and we have checked the CCTV and there is nobody to be seen on that day/time approaching my door. No missed door bell ring, no note left. I have cancelled my order but they refuse to refund the delivery fee which really upsets me because I know they didn't even show up. Really, really upset, keep away from this company..”
“If you order from this company be prepared to either keep the items even if you question the quality because to return them will cost you dearly. The collection driver could believe the cost of £49.99. I asked if I could return them to the depot to which I was told no, even though the driver said the depot is 20 minutes away. Complete extortion. Lesson learned I wouldn’t use these again.”
“Wouldn't return items. I have to return myself at a ridiculous price. There is no way they would pay that to sent it to me. They should offer a return price at their rates”
“We bought a bath suute unit 2years ago. We have good ventilation, been very careful. Still both drawers have swollen in the corners and looks really awful. Not suitable”
“I placed two orders with Victoria Plum on the 31 July 2018. Everything supposedly was in stock and booked a delivery date for Friday 10th August. The day before during the morning, I received a telephone call to advise that the toilet unit was no longer available in fact it had been discontinued. All the other units in the Orchard Florence range was available. I tried to compromise but eventually decided to cancel my complete order of over £2,000. I had the booked our builder + have the tiles, flooring and worktop delivered. I am upset because I have to go through the normal channels of business to get a refund and no word of apology except from the Agents. Is this great service??? Eileen Smith”
“Terrible service!!1st order went to my old address, sorted that or so i thought ,then needed a replacement part , that went to no 46 not 69 as requested. Now after 3 weeks they tell to go to 46 to pick up!how many times do I have to call. Just off the phone again,watch this space!!!”
“Ordered two toilet seats, one for a toilet I bought from Victoria Plumb. Rang them for advice so purchased them at nearly £100. Only to find neither of them fit and one was wrong shape (loo I bought from them!). To top it off I now have to pay for returns (they are quite heavy). Not happy re poor advice and to pay for their return. Will not recommend or use this company again.”
“Bought shower, shower screen, large bath, sink and toilet. My bath and shower have never been right from day one. The plumber I used said I would have problems and I have. Having to have all the tiles off the wall as my shower has broken so many times I’m having to place the whole thing. When calling the company they can’t help with parts etc. What I saved last year has cost me so much more.”
“I have been exchanging emails with a rep of Victoria Plumbing for about a week.
I keep being told the problem I have complained about will be referred to their technical team.
But, nothing has been forthcoming. I’m not pleased with their customer service, as it seems they don’t have people with the required skill set.
Very unsatisfied with their service.”
“I ordered a bathroom set and initially discovered that taps were missing from the order. I phoned VictoriaPlum, they admitted there had been a mistake and dispatched the taps. When starting the job, the fitter discovered that another part,the sower screen, was missing. Phone VictoriaPlum again and they dispatched the shower screen.
The shower screen arrived...but without the parts missing which attach it to the rest of the unit and without a gasket to make it watertight. Called VictoriaPlumb to inform them about yet more missing parts and to lodge a formal complaint. I was informed that somebody would call me back the next day. No one called. I called back AGAIN to complain about the handling of my complain and to inform them that I will buy the missing parts myself and send them the bill. They'll probably just mess it up again.
They're still trying to find out what parts they need to send me. A frustrating experience. They don't seem to to the most basic checks before dispatching. My job has been delayed twice and I've incurred additional costs. I shall be buying the other bathroom from a local store!”
“I bought a bathroom cabinet based on the dimensions provided on victoriaplum's website. When I had it installed by my fitter, it turned out that the dimension was only for the outside depth. because of the way it is built the useable inside space is 25% smaller than that given in the description..
According to their customer service rep, I should have checked myself before it was installed. I, however, had no reason to think it would be misdescribed online and left it in the box until the fitter installed it. victoriaplum then hides behind its small print, saying I should "seek technical advice from qualified sources prior to ordering products". Yes, everyone does that when buying online. I thought they would be the technical experts descrining the product.
Very disappointed with the product, the misdescription online, having to wait an age on the phone and being stuck with a useless product.
Will never use victoriaplum again and would advise anyone else to stay well clear of them.”
