“I had an incredibly frustrating experience with Victorian Plumbing, and I can't recommend them. I placed my order on 07 October with an expected delivery date of 17 October. However, at no point before the 17th did anyone contact me to say there would be a delay. Instead, on the promised delivery date, I logged into their website to find a note stating there was a delay with my order, with no further information or any communication from their side. I found it disappointing that nobody emailed or called to let me know but I had to manually check the status.
When I reached out to customer service, they admitted the delay was entirely their fault, explaining that they were "going through quite a difficult time in our warehouse (we are moving warehouses)." They also confirmed that all my items were in stock but still couldn’t give me any estimate of when they'd be delivered. Given the fact that the delay wasn’t due to unforeseen circumstances but rather poor warehouse move management, I requested complimentary express delivery to make up for the inconvenience. Surprisingly, they refused, citing "administrative issues." However, when I offered to pay for express delivery myself, suddenly it was possible—how is that not an administrative issue when paid for?
To make matters worse, when the items finally arrived two days later, the driver refused to wait while I checked the products. Sure enough, the shower tray was chipped, requiring a replacement and causing another two-day delay.
Through this experience I found Victorian Plumbing to be very disorganised, and has little to none accountability for their errors. I won’t be using them again.”
“Extremely poor service from start to finish. Firstly delay in delivery. secondly pallet dropped by courier before it got to me. had to wait for a replacement . When items arrived they were not fully assembled as stated. Palletways driver Courier would not wait for items to be checked. He thinks Victorian plumbing tell incorrect things to customers and that he is too busy delivering and cannot afford to wait for customers to check their order if they are chipped or broken or missing items. The whole service is a nightmare. No phone contact to speak to someone. Emails not answered. a horrible horrible experience. An absolute joke. Do recommend to anyone. Just stir away.”
“I purchased a shower surround that arrive smashed. I reported damaged through the online portal and was called within 24 hours and advised a replacement would be sent and arrive within 2-7 days if I would accept responsibility to dispose of the broken surround which was large and difficult but I agreed. I received email confirmation of this and assurance I would receive the replacement within 2-7 days and since then have heard absolutely nothing. Using the portal, because you can't phone, for both customer service and the help desk only generates auto response they will deal with it in 3 days. 3 days go by and you respond as requested on their original email asking for a response and nothing. This has got to be the very worst company you could purchase from. I am now in a position where I will have to contact my bank to get them to claim the money back and purchase elsewhere. Don't buy from Victorian Plumbing unless you want to spend your life dealing with their ineffective portal. Even an email to the person who originally contacted me LACEY FIELD produces no response. It must be standard practice to ignore customers once they have fobbed them off”
“I brought a hose to go on bathroom tap.. nearly £40. Unfortunately it didn’t fit. I knew when I was returning product I would not get my money back. The rules and regulations made it very difficult to send anything back. Even requesting a form with ID number to get permission to send product back. Even had a picture do send back like this don’t send back like this which included don’t use too much tape and don’t write on return package. I’m talking about the bag it actually came in not the box. All I did was uncut ties to remove and try product. Placed it all back followed all the rules very carefully. I couldn’t secure product in box as not allowed to use tape. Cost me £6 to send back . Said it was damaged emailed pics. Slight mark on it which prob happened in transit. I’ve got 14 days to contact Royal Mail etc. if not they will dispose of product don’t even send it back to you. So that’s £43 down the toilet. I knew when I was returning goods I would never get my money back as they made it so hard to return it. I buy everything online never had a problem before ever. I waited 10 days for this information no contact tel number either. All I will say is thank god I didn’t buy a bathroom !! Needless to say I wouldn’t use Victoria plumbing for a plug!”
“Absolutely shocking. I would never ever buy from this company again. Returned sink which cost me £219.95 and they emailed me back and said they will not refund money as it’s damaged. All I done opened the box looked at sink and closed the box. I don’t believe that delivery guy would have opened the box and scratched the sink. Very bad company and I used to buy few things from them. Never again”
“The company basically doesn't have a returns policy. It's a complete gamble and huge risk to you as the buyer, whether the items received are 1) good quality 2) undamaged. In my experience the items were very poor quality, and there were damaged items. The prices seem attractive to klure you in but that reflects the risk you take on. Please avoid.”
“I ordered the Cove Rimless Close Coupled Toilet + Soft Close Seat but it arrived with a seat that was too small and had flimsy plastic hinges. When I questioned this, as it differed from the image on their website, customer services informed me that the images are for illustrative purposes only and not reflective of the actual product. I am astonished by this response. Avoid this dishonest company. When you order from
This company it’s lucky dip they can send you anything!! It’s all poor quality.
Learn from my mistakes. I will be contacting trading standards.”
“Ordered a toilet only received a pan how can a company send half a toilet then ordered top was told delivery by 12.30 after time elapsed they now changed time to 18.00 I took morning off for delivery terrible service unable to speak to anyone very poor service”
“I order a shower device but it didn’t fit my piping to the wall. Everything was still new and nothing else like the screws were unwrapped I could tell just by looking at it. I wrapped it up in their packaging paid £17.00 to send it back only to say they will not refund my £109. I am a single mother and this is a lot of money for me. I will not be recommended this site to anyone and will be contacting a company that will investigate this to help me get my money back for me.”
“I needed to speak to a HUMAN, all I get is that stupid BOT that keeps saying "ask another question" Even the manufacturer of the product said you were a nightmare to deal with. Also I have found the product £50. cheaper elsewhere.”
“Absolutely woeful. Ordered 4 things. Sink and basin both arrived broken and were clearly broken when they were sent out - for example broken sink taped together - absolutely laughable and depressing. Now have to wait 72 hours to get this issue resolved with no humans to speak to - only bots and email response. Paid for a timed delivery (Friday morning) to fit in with work schedule so the redelivery is going to be problematic for me. Avoid this company if you don't want a stressful time. I wish we had paid a little more and use a local merchant instead”
“AVOID AT ALL COSTS. Most items on the website are as pictured or described. It's poor quality and they don't provide refunds, even lying about damage. This is well known amongst people in the trade and the industry.”
“I was sent a faulty item by Victorian Plumbing. When I raised it with them, I was informed that it would take three days before the customer service teams even emailed me about a refund/replacement. Initially I was told this was because they "needed to do a thorough investigation into faulty items so this did not happen again". When I asked what they would be investigating for three days, when all they have to investigate is a picture of the faulty item, they told me they were just too busy to reply any sooner - excellent customer service. So now I'm out of pocket by several hundred pounds, stuck with a defective bath and I have to spend more money to buy a replacement from another supplier, while I wait for Victorian Plumbing to decide whether they are busy or investigating for the next three days. All they do is push any possible inconvenience onto the customer. I'm really shocked by this, I'll never buy from them again. I'd avoid this company.”
“Very easy to order on line. Website clear and easy to use. Great selection of products. Good communication from order through to delivery.
I would certainly recommend this company and will use again.”
“I purchased a toilet seat from victorianplumbing roughly 18 months ago as part of a full bathroom refit. The seat cost £60.
Recently the seat which is meant to be soft close slammed itself shut. It became apparent that this was because one of two brackets which holds the lid upright had developed a hairline crack right where the screw hole was positioned for the bracket. This is clearly a manufacturing issue where the bracket screw has most likely been over tightened in the factory and has created a hairline fracture with it being a soft close lid has then taken time to develop.
I initially raised this with Victorianplumbing on the 4th May and was told as the product was out of the 12 month warranty there is nothing they could do and that they would instead speak to the manufacturer about spare parts and get back to me but no one bothered to get back.
I rang again on the 13th May to query why not on had gotten back and again had it reiterated that even thought they have seen the photos I provided that clearly show this is a manufacturing fault that because it was out of the 12 month warranty there is nothing they can do.
When I asked what the complaints process was to raise it further. The customer advisor advised there is no complaints team the complaint is simply raised to the person you speak to on their “help desk” who then resolves it how best they think. Which is basically using no common sense. I asked to raise this higher and was told they would send me an email with a ticket which I responded to but as of yet no one has bothered to respond. The customer service of this company does not seem to exist. A £60 toilet seat which has had minimal use by two people should last longer than 18 months! Very disappointed with the lack of customer service from Victorianplumbing! In addition I was told to leave a review on the product on their website which I tried to do three times. Each time I said it doesn’t recognise my order number which is the same one in the order email!!! Very suspicious, to me it seems the website is fixed not to accept negative product reviews.
Trustpilot appears to have numerous more accurate reviews about this company than this website.”
“It was a good experience, it was my first time buying over the internet too - a lady called Teresa from Victorian plumbing helped me to use the site - the shower tray I ordered came within the 7 days , it was packed well I thought, the advice was to check it all over within 48 hours which I did, no problems, is looks exactly like the photo of it on the website and quality and the weight of it was better than I expected, so all in all very happy and would buy from Victorian pplumbing again( and shop
On the internet again —help me!!!!!)
Wendy Pearse Plymouth”
