“I ordered products with next-day delivery and was assured by customer service that they would arrive on time. The following day, by 4 PM, there was still no delivery, so I reached out again. I was told, "sorry," and assured that the order would arrive before midday the next day.
Today, I was informed the delivery was sent to the wrong depot. When I asked why this wasn't communicated to me earlier, there was no explanation.
I can't comment on the quality of the products, as I never received them. But I can say this: their customer support is unreliable and seems more focused on giving excuses than solving problems. There's no phone number to call—only chat or email—so there’s no accountability. No one owns the mistake, and there's no offer of compensation for the loss their delays caused me.
Be cautious when ordering from this company. If something goes wrong, you're on your own.”
“Shocking Customer Service!
I ordered a hand basin and paid £40 for next day delivery as I needed it quickly - 40% of the purchase price in delivery fees.
I missed the delivery from the BJS 2-man delivery team, which you could say is my fault, but the BJS system emailed me an ETA for the delivery 45 minutes after the delivery was attempted. I received no missed calls on the telephone number I provided with the order, which I have since confirmed with Victoria Plum was correct.
The link on the BJS proof of delivery email returned a website error - no helpful information.
I contacted BJS customer services to discuss, and they advised me that the package would be delivered 2 days later, after paying 40% of the purchase price of my item for next-day delivery.
I asked the customer services representative if the delivery team was still in the area so I could find the van and collect my package to finish my project. The customer services representative gave me the postcode of the next delivery, so I got in my car and drove 10 minutes down the road to the next village and found the van.
After waiting 5 or 10 minutes for the delivery team to complete a delivery and come back to the van, I explained who I was, showed government issued photo ID with my address and my email order confirmation and asked the to give me my package, which I could see in the back of the van.
After some back-and-forth discussion and a call in a foreign language to their head office, they refused to give me my package, stating that it must be delivered to my address. I also spoke to the manager in the BJS office, who could not see sense and just let me take my package, and told me that I needed to speak to my retailer.
If that was the case, why did the customer service rep give me the location of the van to go after in the first place? What a waste of my time, and a terrible customer experience - whatever happened to common sense?
I appreciate that there needs to be policies and procedures in place for security and health & safety reasons, but we're talking about giving a hand basin to the owner of that basin who has proved his identity! I'm not sure why a 2-man delivery team is needed for a hand basin anyway.
So after BJS drove off with my package, I contacted Victoria Plum by web chat, as there does not appear to be a way to call them by phone. The operator was polite, but just kept saying sorry, your delivery will now be Friday, not Wednesday. So BJS will be driving my sink around for 3 days when they could have just handed it to me!
I suggested perhaps Victoria Plum could despatch another sink to me for next day delivery tomorrow, and was told no. No offer of any compromise was made to placate me and turn this into a positive customer experience. So I will not be ordering from them again.
Now I have to wait two more days for my next-day delivery, which I got within 6 feet of!”
“Curious as to why the reviews on here are much more in line with my experience with this dreadful company. On Trustpilot they have rave reviews. Wish I'd read these reviews beforehand. We returned an item that was too big, it hadn't been taken out of the box - we realised our mistake as soon as the item arrived. Had to pay for it to be returned, they then said it was damaged and won't refund. This has happened to other customers. I'm going to report them, as I believe this could be a scam. Will never order from them again.”
“Don’t use Victorian Plumbing they have no after care, no customer service. All online , Bot or trade. They will not engage and apparently have hundreds of complaints to deal with and I just one of hundreds.
I bought a Smart Toilet seat and they supply a plastic filter and it stops the water - it must be faulty. But honestly they simply will not help. I have my 88 year old mother coming to live with us following a long illness and needed this sorted. They didn’t care. I am usually very positive but this has been a rubbish and very wasteful and cost full experience. Avoid”
“Most disgraceful customer service I have ever experienced!
I purchased a shower from Victorian Plumbing, the heating element went in the shower, which is still under guarantee. They asked me to send pictures of the inside of the shower, which I did, despite having a professional electrician confirm what the problem with the shower is.
They will not give a phone number so you can't speak to anyone.
I have now sent over 10 emails chasing a response, but they either ignore the emails or you get a one line we'll look in to this for you and then no further comms. I've had this response now from 6 different people. I reported the issue on the 14 Feb, its now 9 April and they are now ghosting my emails and the situations is still not resolved. As there is no phone number to contact them I have no other way of finding a solution.
It is the most frustrating situation and I will never purchase from this company again.”
“Awful customer service. Can't call them, have to use a chat service which regularly disconnects and then you have to start again. They never follow up on the enquiry so you have to get in contact again.”
“I bought an electric bathroom wall heater and the element went within 15 months. They replaced it for free. It has gone again after 15 months and they have refused to replace it claiming that it is out of warranty. Each time I have had to employ an electrician to install it so the whole exercise has cost me nearly £200 in call-out charges.
They claimed I could not expect the element to last more than 12 months.
What a shoddy service, shoddy company and shoddy product.”
“I ordered goods last Friday and paid for a 1 working day delivery service. I received emails from Victorian Plumbing and FedEx that the goods would be delivered today. However FedEx do not have the item and I cannot speak to anyone in Victorian Plumbing. You can only get a Bot as all agents are busy and any response to emails or Enquiry form can take as long as 72 hours. This company is a joke and I would avoid at all costs.”
“I bought a shower mixer tap less than a year ago which has now broken, the inner cartridge appears to be spinning round so the temperature is almost impossible to regulate and it has become difficult to turn on and off. I have tried to deal with this problem on their live chat system and it's impossible, I have been dealing with four different people and get fobbed off every time.
I would never recommend this company to anyone they are useless and if anybody is thinking of using them DON'T.”
“Seen a sink we liked but we weren’t sure of the waste pipe we needed no response from on line chat so we emailed them , 5 days later no reply and the sink is no longer in the sale ! Contacted customer support , said yes that sink isn’t in the sale now would you still like it sorry you mist the sale ! Terrible service no empathy”
“Considering the high prices they charge, the customer service is absolutely horrible. Firstly I made a large order the delivery driver left the pallet and didn’t help. Secondly the empty pallet was taken back with the deliver. Thirdly, I received a damaged tap. I tried to reach out on various platforms, to only receive an another damaged tap as a replacement. Also was sent an item with a missing part, they still have no delivered the missing part which has delayed my bathroom renovation. I need to return a wrong size toilet and they expect me to pay £100 to return it with their delivery supplier.”
“Misleading information on the website having purchased and installed the shower tray the photos and dimensions of the shower cubicle were not as required. One small comment on the website. I have left a review on the website to avoid others making the same mistake. Victoria Plumbing refused to accept a return because the cardboard box was damaged on opening, despite being delivered ripped and bent. No offer of a replacement or any form of settlement. There are better more reasonable bathroom suppliers. Lost trade customer! After previous poor quality manufacturing experiences with laminated panels peeling off of products on a previous bathroom fit out.”
“Shocking Service. Terrible customer service. Totally Overpriced. Paid for next day delivery, didn't turn up. Impossible to speak with anyone, all Live Chat, have no idea which products are stocked and quite frankly don't care. Mediocre products. Would never use again. Purchased exactly same items, same spec from DBS Bathrooms at half the price of Victorian Plumbing with next morning delivery and helpful, insightful, informative customer service.”
“I placed my order on November 3rd. With a 10 working days delivery, it's been 1.5 months and is still not delivered. Every time I speak to them online, they give a different version of their lies about why it hasn't been shipped yet.
Avoid like a plague.”
“I’ve yet to find a service as appalling as that from Victorian Plumbing. Impossible to speak to anyone so you waste a huge amount of time waiting for an email response or circumnavigate the chat bot - a total wind up. I returned an expensive Silverdale loo seat exactly as found in the packaging it arrived back at their warehouse and apparently it’s now damaged and will be disposed of? I’ve now asked for this to be returned to me so at least I can try and use it elsewhere. Shocking company who I will never deal with again.”
“The prices are only OK at this company (you can get the same for the same price elsewhere, such as Better Bathrooms) but the service is absolutely appalling.
I placed a large order (over £900) on 6th November and received the last item from that order on 10th December, despite being told I had been 'upgraded' to express delivery on 22nd November! They split the order three times into 5 different deliveries which meant we had to be at home for DPD and FedEx drivers over multiple different days. The delay meant that our plumber couldn't fit the shower, and we had to cancel part of the order and purchase elsewhere (for less, in the end) so that the item would arrive in time for the plumber's last day (which it did, overnight - no problems with Better Bathrooms delivery!). No phoneline to call unless you're a trades person and, although the customer service members on the chat were as helpful as possible, there was realistically little they could do given the absolute shambles the warehouses are apparently in. Looking at reviews.io, Victorian Plumbing having been claiming 'warehouse restructuring' as a reason for delays for up to a year no so that seems like an excuse rather than an explanation. Oh, and the toilet arrived chipped and the toilet seat dented. Honestly, you might get lucky and have a simple order promptly delivered (as our personal friends who recommended VP to us clearly did) but there is absolutely no recourse if you have any kind of problem with your order so I really wouldn't risk it, especially if you have a deadline for fitting; go somewhere else!”
“Express delivery order messed up from the start. No confirmation & only email for contact. No contact phone number. Was told put wrong email & contact number….funny as newly opened trade account…..that I’ll not be using…managed to contact me. Then told couriers BJS rang & no answer…total rubbish 7 days on & still no item & I’m trying to cancel but being totally ignored. Never again!!!!! It’s not one idle worker…..spoken to & emailed 3 & being ignored. Beware.!!!!”
“Never ever buy from this company, they constantly make excuse after excuse and promise deliveries that never happen (even when they supposedly upgrade the delivery), in the end i asked for a refund after reading the damages that were reported and the lack of refunds associated. Dont do it to yourself and purchase elsewhere, I would encourage the reviews on this website to be reflected on Trustpilot where they seem to be misrepresented by good feedback.”
