“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.”
“Their customer service is poor, instead of looking to resolve an issue with you, they'll tell you you're at fault and won't do anything about the problem you have with your product (which is, in fact, within the warranty period).
Absolutely joke. Wasted £176 on a product I can no longer effectively use.”
“I agree with all it her reviews. This company is a nightmare to deal with. I returned my item over four weeks ago, still waiting for my refund. As others have said, if you're not computer savy!!!
Can't speak to anyone....its just not normal. Will never order from these again!!!!
Hopefully I will get my refund soon????”
“Paid for next day delivery, didn't arrive ,Parcel Force tried to deliver the next day but I was at work , they offer no option to leave in safe place so they took it away ,now I have to wait another two days and pay extra to have it delivered to a local PO.
Can't get on touch with VP as they only have a load of stupid preset questions or a useless Chatbox.
Don't suppose I'll get the postage refunded.Won't use them again”
“Purchased item in January which did not work as expected. Asked for refund the same day and waited two weeks for a reply. In there reply they asked for a video of the item in situ, but l was told there was nothing wrong with it.
Finally after contact with five customer relation persons, l was told to dispose of the item and l would receive my money back as a gesture of good will. Cracked it l thought, but no they replaced the item and no refund.
After contact with several more contacts with customer service l was told to return the item and l would receive a full refund. After waiting more than two weeks l sent a message confirming l was looking into legal action.
We finally got our money back today, beware this company is not a good one to deal with 😤”
“Awful company, only ordered a couple of shelves which arrived damaged. Good luck trying to get a refund, nightmare company to return faulty/damaged goods to. Save yourself a headache and dont take the risk of buying from this company.”
“Honestly if I could give this company 0 star I would.
Purchased a sink last year, arrived completely smashed, was just placed in a box with no protection. They sent a replacement sink which I thought was fine, stupidly I only opened the box to check the replacement wasn't smashed too, it wasn't so thought all was well. Has workmen in this month to install it, upon opening the box fully we then discovered huge crack in sink. Victoria plum refuse to replace and implied we could have damaged it even though you can see its not even installed! AVOID AVOID AVOID. You just need to look at twitter and see this is common. Absolute fraudsters.”
“Appalling post sales customer service. Phone line is disconnected, directing you to use online chat bit that is only there to make to give up in despair. Don’t consider buying from them if you value your sanity.”
“Customer service are hopeless. I have been waiting for a refund for 21 days and no one is answering my emails and when I went on to the online chat yesterday I was told that refunds can take up to 14 days and the advisor couldn’t help me any further and closed the chat. Exceptional poor customer service, I would not recommend Victoria Plum to anyone.”
“Terrible experience, not even sure this is a real company? Ordered a bathtub beginning of Feb, delivery was due a week later but when the delivery van arrived they noticed the item was not actually in the van... They then re-arranged a delivery for the week after. Van arrived again with no bathtub in the van... You can't make this stuff up. We were finally told the item was never in stock, then asked to wait 2 weeks for a refund! My recommendation - go with ANYONE else!”
“Absolutely terrible customer service. Do not buy from Victoria Plum! You spend hours trying to speak to someone and they do not resolve your issue! The worst customer service I have ever witnessed at any company. Avoid at all costs.”
“Items came on time as promised. They followed up the delivery with aftercare emails reminding us to check the delivery. I felt their service didn’t just end once they’d got paid.”
“worst company I've ever come across.customer service no phone contact and thick people u have to explain everything over again.as for products 1st time damaged,2nd time some missing and also items wrong which I'm sure they don't no the meaning of.took 1 month to finally get refund.so people don't use.”
“VP customer service is appalling. Not being able to speak to a physical person is ridiculous and the response via the chat is slow. Advisors take on average 2 mins to respond to every response.
They close your email queries before actually resolving them and then do not respond when you try to get a resolution
I have tried to get a replacement item and although the site says next day, i have to wait 4 days when i am ready to install a product.
The agents are very generic and unhelpful. they do not budge or provide anything close to good customer service.
Bought another item and asked for an exchange within days or it arriving and they wouldnt honor it. They increased the price and wouldnt exchange the item”
“Still waiting for refund 3 months later!! Not able to speak to anyone except an online robot - what's the point of this company?! everything that is wrong with the world - capitalist greed personified”
“Fawlty low quality goods supplied (which also aren’t as described) and then uncontactable customer service-not contactable via phone and then you have to wait half an hour to speak to a ‘virtual’ operative who cuts you off before you’ve finished….absolutely terrible …..avoid this company-they don’t deserve your custom.”
“Ordered orchard wharfe toilet received Oakley toilet sent sku number received a reply from a Shia asking for the sku numbers that I had already sent are all the people in customer service that thick”
“Damaged goods inside well boxed container. Had to store box due to Covid then when opened and saw damage only a month later Victoria Plum refused to replace.
Won’t use them again”
