“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.”
“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!”
