“Victoria Plum is a sh*t company. They deal in theft and fraud and when you try and track the order guess what? It was supposed to be delivered 10 days ago. But try and get in touch with them and a bot is programmed to thank you for your enquiry and then IGNORES YOU. Take my advice and don't use them.”
“Avoid at all costs. We commissioned Victoria plum to design and install a new family bathroom in 2022. Our experience can be summed up as follows:
Notified that several items are out of stock on the week before install (despite being ordered 2 months in advance!)
Terrible customer service (literally left to manage the sub contractors ourselves) and at the time of writing have been waiting 3 weeks to get resolution on an unfinished bathroom... And have had to raise a series of concerns over slipshod installation.
Products that on install do NOT resemble the items as displayed on the website.
Beware of the slick sales followed up with outsourced sub contractors and a stressful and poor experience throughout.
Very unhappy, don't make the same mistake.”
“AVOID AVOID AVOID !!!
What went wrong? Easier to say what went right? Nothing. Absolute shambles. If I'd known the quality of finish was going to look like a bunch of gypsies had fitted it, I'd have saved £5000 and fitted it myself. Deliveries were late, wrong, broken, broken again, wrong again. Fitters were incompetent, didn't follow the design, damaged the house and took two months to fit a bath, toilet and sink. Complaints team were just as bad. JOKE.
All in all: AVOID this company like a PANDEMIC !”
“Absolutely awful. Wanted to log a formal complaint regarding the poor quality of my vanity unit however, the online agent was totally incompetent and wouldn’t help. When I asked how to make a complaint he refused to tell me and said everything is done via online chat. Wouldn’t answer me when I asked what the complaints escalation process was! Awful company, hideous customer service and shoddy products! AVOID!!”
“After purchasing a vanity unit basin & mixer tap , the tap was installed but leaked through the basin even when it was removed & repositioned by the plumber who also noted it had all gone rusty ! It took several attempts to sort this out with this ridiculous chat they have in place !! I secured a refund after a few chats waited for it to come only to have to contact & ask how long it would be to then be asked after nearly a week what was my account number & sort code !!! Not asked this at the time guessed my name address & order number they had would have been enough ! So have now emailed that information to them I’ll wait & see what happens ! Won’t bother buying again , will go there’s people who have the courtesy to speak to me .”
“I agree with what is said. If it goes smoothly you are fine but if not you are left with idiots over email. They refuse to give you a phone number.
It starts off name address,order number, reason.
For the next 2 weeks your have individual people asking for the same above questions. The lies they tell are disgusting the funniest thing is the proof is in the constant messages. You think you are finally getting somewhere and it starts again. “Can I have the name on the account”
2 days later
“Can I have the order number”
It goes on and on. I’ve now claimed my money back through the bank.
Avoid”
“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.”
“Cannot contact them for replacement (no responses to e-mails) damaged products, the toilet was smashed into loads of pieces and the delivery driver just dumped it by the front door, there is no way that he would not have known that the ceramic was broken as it sounded like a load of smashed plates as soon as we tried to open the pack. several weeks after delivery there has been no answers to our requests for replacement goods.”
“Where do I start...
Impossible to get through to
Refund will take forever.
14 day return policy.
Can I give no stars?
Think carefully before ordering from this company as there is a good chance you will have problems.”
“Absolutely unacceptable response to damaged items. Only wanted replacements not a refund. Not resolved even now.
Hours and hours, days and days and weeks and not resolved, take your money, deliver damaged items, and can get a response! Will never buy again and never recommend them.
BE WARE Cheap but not if you get damaged items you can use and get can’t hold of the company to replace them”
“I would never recommend people to use this company, I am furious with the service (well lack of).
I ordered a kitchen sink on 29th Oct, to be told that there was a delay and it would be here 18th November. No issue at all, I understand completely. On 17th November I had a text and email to say that it would be with me but did not specify a time. I waited all day, no delivery. I contacted the customer service (online chat of which times out if you click onto another tab or have to take a phone call) so after 2 and a half hours of trying to be 'transferred to a human' I was told it would be here 5th December. I questioned whether it would be delivered on a Saturday and was told it would. Ok, I can deal with that. Saturday came, no delivery. Contacted the online chat to be told it was coming 9th December. Now I'm annoyed that I have wasted two days waiting. On 8th December I got an email to tell me it was delayed until 27th January when I thought ok I need to cancel. Contacted the online chat (another hour wait) to be told the refund has been processed and order cancelled. 6 days later, no money, contacted customer service to be told that the refund was not processed just sent through to finance to process but I have been issued with a refund now... I await the money.
I ordered the same kitchen sink from Plumbnation, which was £50 cheaper and is being delivered today (hopefully).”
“I have never experienced a company this bad, it's on a whole different level. Victoriaplum should NOT be trading. They completely ignore legitimate refunds.
Placed an order on 27th Oct and 2 days later was told an item wasn't in stock (depsite website saying it was). Requested a refund and told it would be 14 days.
17 days later, having received no refund, contacted again (trade account line as I am a trade customer) and told it was never authorised so would be a further 5 days.
It is now 38 DAYS later!! They have totally ignored all emails (numerous and to all their email addresses) and a 'Resolver' case. So my only choice is to take further action to get my money back.
I urge everyone to avoid this company at all costs. They are dishonest, unreliable and their customer service is awful. The person I spoke to on the phone in the trade department could not have been more rude or disinterested.
It's also very strange how they have so many glowing reviews on here, yet on EVERY other review platform they only get bad reviews. Seems a bit odd?”
“DO NOT USE THIS COMPANY!
The send faulty items or don't send them at all... I have been waiting over 4 months for my bathroom to be completed!
This isn't the first time this has happen either! DO YOU RESEARCH!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”
“Prices are good but after sales awful. Bought bathroom vanity unit, basin was damaged. Went on chat for 2 hours to get a replacement, that came, damaged. Back on chat 1 hour to get a replacement, that came, wrong basin. Yes....back on chat, now out of stock have to wait a month. Also they didn't want to collect old basins leaving me to get rid of them. Will not be using them again.”
“initial purchase and delivery fine BUT shower failed after 4 months - replacement part sent out and fitted at my cost... BUT 4 months later and the part has failed AGAIN. trying to get a reply from customer services is like pulling teeth.. emails ignored or have we are busy but will respond in xx days -- well I am still waiting. AVOID THIS COMPANY LIKE THE PLAGUE!”
“After care service is atrocious. 6 weeks after my new shower was fitted and I'm still waiting on a faulty part to be replaced. Email responses weeks apart, asked for the same information time and again. Asked for photos of product then product in situ - did they want the whole wall in the picture??? After 6 weeks I get an email telling me my issue is resolved and to call supplier to carry out diagnostic testing. Sorry but my contact is with VP not their supplier. A tap and thermostat on my shower and they want me to stand in front of it and do diagnostic testing. Yip, water is working, now me and my mobile are soaking. Yip thermostat works - I'm hot, now I'm burnt alive - I've told them, there are 2 taps, they both work but the shower drips 24/7 and my plumber told me what the issue is, so please send me a new one. Can't speak to a manager, can't phone them all I can do is wait another 7-10 days till they answer my email.
Buy elsewhere.”
“Having great difficulty contacting them re a faulty item. No answer on phone refers you to online chat, always starts at 99 then cuts off after waiting a long time. Disgraceful follow up service. Now been trying weeks resorted to ordering replacement from elsewhere. Don’t order anything from them”
