“Faulty toilet, not fit for purpose, doesn’t flush properly, I have emailed the company several times, I have received a email from them at the beginning of October 2020 asking for invoice etc and photo, I sent photos and invoice, then nothing, just a standard email saying they will be in touch within 5 days, there is no telephone number, now
the email address on the website returns my emails saying unable to deliver my email. Absolutely avoid this company, blaming Covid 19, really!!!!! Other companies have managed to sort out their customer service, I work for the NHS and myself and colleagues have worked right the way through this from March - avoid Victoria Plumbing rubbish company.”
“Received faulty sink, paid fortune in plumbers to “fix the leak” before discovering the problem. waited for days to chat to a bot as kept getting cut off and then refund was promised but a month later I am still waiting for the funds and can’t get through to them again. Been without bathroom sink for over a month! Avoid avoid avoid!!!”
“Absolutely a waste of time, this company does NOT deserve any stars, we had 2 toilets delivered damaged and they don't want to refund our money. LIVE CHAT IS TERRIBLE, waste of time and very unprofessional company and people to deal with. STAY AWAY FROM THIS COMPANY!!!!!!!”
“A total inept company. Ordered items cancelled numerous times, still waiting my refund they have had my money since October. No phone numbers, they ignore emails. Please avoid at all costs.”
“placed and paid in full 23/9/20. Now 28/10/20. Heard nothing from Victoria Plumb. Several attempts via the help center and live chat made, useless, lie after lie after lie regarding delivery times. Asked to speak to a supervisor via live chat - denied. Departments do not speak to each other, despite not having my order the company sent a final notice to review and check my delivery!!!! No contact telephone numbers in order to get answers and not even a customer complaints department. Avoid this company at all costs. Frustrated.”
“order placed 23/9/20 and paid in full. Now 28/10/20. No correspondence from Victoria plumb, no numbers to ring and get answers, Help Centre useless, insincere, lie after lie after lie, told different delivery times every time contacted, Also different departments not communicating with each other, asked to speak with a supervisor via live chat - denied. No answers despite several efforts via live chat. Frustrated. Not even a customer complaints department. Avoid this company. Useless.”
“A word of warning. We bought a Mode Foster close coupled toilet. Now we need a new seat (special size). The toilet is still available on their web site, however, they can't supply just a seat that fits, but they can still supply the complete toilet with one! Tried to contact the manufacturer "Mode", the address for "Mode" is actually VP's own address. Totally useless.
Only gave one star as there is no zero star option.”
“4 years ago we replaced our bathroom suite using Victoria Plum. The designs were great but we paid an understandable premium for them. Subsequently we have had problems with both the basin tap and shower. The tap has had to be replaced once (under warranty) and has needed 4 different cartridges to stop it dripping (and it is now dripping again). A tap cartridge should last years!
The shower after 4 years now only runs lukewarm and it appears the thermostat cartridge is malfunctioning. Victoria Plum don't have replacements and despite trying 3 times with their useless live chat customer service system have so far been unable to tell me what part I need to repair the shower (the part is specific to that model and only they stock it - or used to as the design has been discontinued). Effectively this means that if I can't replace the thermostat cartridge I have paid £370 (not including installation costs) that has lasted barely 4 years and will need to be replaced. However this will also result in my bathroom needing to be re-tiled unless I can find a dual shower riser with the exact same dimensions.
To say that I am unimpressed is a gross understatement. Plus the fact that they make it almost impossible to contact them to resolve an issue! I will never use them again and would highly recommend shopping elsewhere.”
“I shall be writing in here every day u til Victoria plumb reply to my emails and the resolver I have had to contact to complain on my behalf. Arrange for my bath and parts to be returned and then give me a refund straight away. Do not use this company spend your hard earned money elsewhere.”
“Do not use this company or Victoria plumbing. 8 weeks later no reply to phone calls. Emails or chat on line. Need to return a bath. They care more about your money the customer care. Avoid this company. Use a retail resolver to formally complain.”
“do not use this company ,after paying for my bathroom 1 day before delivery date they sent an email saying your items not in stock and they have no future delivery dates ,its been 5 week no refund ,I have an account with them my sales support team won't answer my calls no replies for emails ,so glad my business banking has a fraud team to refund my money”
“Same as everyone else on here. They are brilliant at taking your money and absolutely shocking at refunding you. I have now waited over 4 hours to speak to someone on 'live chat' to arrange a collection for the 2nd time as the first promised call-back never materialised. I am sick to death of this company and wish I had never ordered from them in the first place.”
“Terrible customer service. Goods arrived damaged and I still cannot get it replaced as I have no direct numbers to deal with them. Website chat has proven in-effective, email is in-effective. Shower tray came in good packaging but had surface scratches all over. I just want a replacement..... Very frustrating.”
“Entirley agree with other reviews on this site.
We used VictoriaPlum based off reviews and recommendations, unfortunately the service we've received has been awful.
Our first delivery date (12th Sept), the order didn't arrive, no comms or contact from VictoriaPlum as to why. The delivery was then reorganised to 22nd Sept (a date we weren't able to take delivery), with no way to alter or change the delivery date.
We've tried to call VictoriaPlum on various numbers, all of which refuse to help as "they're for trade only". We've tried emailing various address, no response. We've tried the online chat which says "Chat currently busy" with no way to wait in a queue.
So we're now in a position where VictoriaPlum have taken our money, not delivered our goods as promised, and we have a plumber coming in a week with no kit to install.
Extremely frustrated.
I understand that companies need to adjust to the "new norm" with COVID etc, but not having a method for your customers to contact is unacceptable.”
“Wetroom tray had no gradient despite saying it does, bath tap cuts flow to 3L / min (50 mins to fill bath), shower drain has non standard size fitting, no adjustment or backer plate on shower union. Instructions very limited, riser shower shows how to screw to wall but not how to plumb. Info on site all about what products look like and very limited technical info. Bath was very thinly made. Looks cheap but by the time you core the all the faults definitely isn’t !”
“I think this company is a scam. I placed an order which never arrived, then when I went to ask them where it was noticed they have no phone number, no email address, no contact form, only a live chat which is never available. So right now they have taken my money, with no goods delivered and no way to get in contact. I would avoid at all costs.”
“Always use a credit card to pay for services like this as it's easier to get things sorted, don't go with their credit agreement as it basically means you pay regardless of whether they actually install your bathroom or not.
I received a 12 day quote, day 50 and I have no sink, no door on the bathroom, the lighting has been installed wrong, no sockets as requested, the paint needs re-doing, wall and floor tiles cut to the wrong size and the gap filled in with filler rather leaving an ugly gap, a 1tn bag of rubble blocking access to my drive, dust everywhere as they don't use dust sheets or even close doors when drilling through brick, a hole in the ceiling where they forgot to cover the floor and someone fell through the plaster board to the room below. The plumber has said he or members of his team are sick as reason for not turning up then he's turned up the next day, nice in a pandemic... I moved out to allow the work to happen as I only have 1 bathroom and I have been informed by neighbours he's been here about 3 or 4 times in 50 days, each time for a few hours. I am back in the property now to see and even with me being here he's not bothered turning up despite me calling him and being promised. I have contacted my card issuer and clawed back the installation payment £4889 for installation alone is a rip off but I paid over the odds thinking I would get a good job from a well known brand, more fool me. Do not use them they're awful. They do not have an installations team as advertised they just pick up the phone and find a local plumber, they basically take a £2k cut for making a phone call.”
“Part missing only able to speak to automated service and as could not remember when received would not send part missing. Only aware of missing part when plumber came to install”
“TERRIBLE TERRIBLE TERRIBLE CUSTOMER SERVICE Wasted 3 yes 3 hours on a chat line. Ordered shower tray and enclosure kazfm2ye fitted tray Friday went to fit enclosure on Sunday Tray 900x900 enclosure 800x800 box states 900x900 so now no bath and no shower for family all we have to wash in is a sink!!!! Offered replecement with right size in 2 to 3 weeks WOW. Enclosure being returned would never use them again”
“I fitted a bath screen supplied with a bath I also fitted. It was a 2 part bifolding screen. When I opened the screen I couldn’t get to the taps as the screen blocked them, also the glass screen would hit on the metal tap. After weeks of trying to contact them again was told they wouldn’t help as I had fitted item. Shocking service and would strongly advise you steer clear of this cowboy outfit”
