“I purchased a shower screen that was not fit for purpose as it leaked. My plumber (30 years experience) said it was a faulty design and he has never seen a screen like it. The rubber seal allowed water to escape. Provided all of the evidence as requested (including a video) and was denied a refund as VP claimed holding the shower head toward the shower screen is not considered normal usage. Very dissatisfied with the customer service and will look to exercise my consumer rights and take this further. It is simply untrue to claim that holding a shower head pointed at the screen is abnormal usage, I have young children who use the shower and how else can a screen be cleaned. Water should not be escaping, it's as simple as that. I won't order from VP again and would encourage others to avoid. They have left me down on cash during a home renovation with no attempt at a resolution whatsoever - refused to even collect the screen so clearly not interested in the environment either.”
“Terrible service. Bathtub arrived scratched all down the side.
As well as being left with a gigantic wooden pallet which is dangerously left obstructing traffic in my street.
Would never use Vcitoria plumbing ever again”
“I bought the first set of the Bower Dual-Lever Traditional Kitchen Taps in around 2023. Last year I had to replace them due to internal failure and wobbly levers. By this point, I had changed all of the taps in my house to match, so I reluctantly bought a second set. They arrived, were fitted, and within a couple of months were also wobbly and dripping constantly. I contacted Victoria Plumbing as by now several of the bathroom taps were also beginning to leak (a prior purchase which, due to Victoria Plumbing no longer trading under it's original name, meant they could absolve all responsibility). I was offered a replacement on the kitchen taps, I accepted. I was assured that they would send a solid, fully checked set. Said set was fitted shortly after my dad's death whilst I was still wading through mountains of 'sadmin,' so I didn't have the bandwidth to deal. Upshot being, this is the worse set of all. Pretty soon I will have three sets of these useless, junk taps cluttering up my garage. Shame on you for selling such rubbish VP, you have lost a customer for life.”
“I ordered what looked like a lovely antique brass Bower kitchen mixer tap from their website. However, what turned up was clearly two different colours, not one colour as per website. The main bod of the tap was clearly several shades lighter than the levers or spout. After several days waiting for responses, from three different people plus sending images of the item and then of the box etc. I was told that there's nothing wrong with it, that some colour variations may occur and that I need to pay if I want to return it. No acknowledgment that the item is not as described. I accept some colour variations may occur, but we are not talking about a simple colour variation, we are talking about two very obvious and completely different shades of brass. My plumber thinks the tap looks bad, I think it looks bad, my partner thinks it looks bad, but Victorian Plumb think its OK. It is not. I shall not be ever ordering anything from this company again and their customer service is both slow to respond and painful to deal with. They also won't admit that the products they are selling are poor quality. Avoid.”
“1 star – Extremely disappointing experience from start to finish
We ordered cast iron radiators from Victorian Plumbing in November, spending just under £4,000. Unfortunately, the entire experience — from delivery through to resolution — has been extremely stressful and disappointing.
Delivery issues
Despite having a private communal drive, the radiators were left on a public footpath, creating a clear safety and security risk. I raised concerns on the day of delivery via live chat, asking for the pallet to be placed as close to my property as possible, as described in Victorian Plumbing’s own wording. This was not agreed.
As a result, these very heavy cast iron radiators were left outside my property for four days and nights until I could arrange help. I am not a large person and had to plead with the driver to assist in moving them onto the drive. During this process, I injured my back and required pain medication.
Victorian Plumbing’s response was to rely entirely on terms and conditions, with no acknowledgement that leaving expensive, heavy items on a public pavement — when a drive was available — posed obvious safety concerns.
Ongoing issues and poor handling
There were further delays and confusion around the radiator assembly, which took over two months to resolve. Throughout this time, we dealt with multiple agents, repeated requests for the same information and photos, and inconsistent responses. There was no real ownership of the issue.
Eventually, the matter was closed once it became clear the technical issue could proceed — but without any recognition of the time, stress, or effort required on our side, or the fact that we had been left managing a situation that felt entirely avoidable.
Overall impression
What stands out most is the lack of empathy and the heavy reliance on “legal position” rather than customer care. At every point, Victorian Plumbing defaulted to hiding behind terms and conditions instead of taking a practical or compassionate approach — despite the value of the order and the obvious challenges involved.
This was not a small purchase, and the experience felt completely disproportionate to the amount of money spent. I would strongly caution anyone ordering heavy or specialist items to think very carefully and make alternative arrangements in advance, as Victorian Plumbing will not offer flexibility or meaningful support if things go wrong.”
“If I could give 0 I would.
Nearly 4 years ago now I had a bathroon fitted using goods from Victorian Plumbing, still having problems especially with the shower, by the way this is the second shower now. My bathroom fitter has been told the parts are not available and may not fit so it would appear that I will have to purchase a new shower but it wont be from Victorian Plumbing. I have had to replace the shower door twice, second time not through Victorian Plumbing. My daughter had a bathroom fitted 12 years ago now and has had no problems at all but obviously she never used Victorian Plumbing.
My advice to anyone fitting a bathroom is to steer clear from Victorian Plumbing.”
“No way to directly communicate. No wonder they almost gone under!
Half my order not arrived and nothing to say when other bits will… no live chat now although it states that there is. Just a poxy email address which seems like no one is interested in coming back.”
“Misleading practices. Although the 10 percent discount was clearly advertised on the page for customers purchasing from outside the UK, the reduction was not applied on the final invoice. Furthermore, during Black Friday, none of the discounts displayed across the website were actually honored. This is both unprofessional and disappointing. As property developers who place significant value on reliability, we will not be returning to this store.”
“I bought a vanity unit and basin online in March 2024, expecting a smooth purchase backed by a five-year warranty. Unfortunately, that wasn’t my experience.
The basin arrived with minimal protective packaging around the basin neck, though it looked fine at first. Around a year later a crack developed in that same area. When I contacted Victoria Plumbing, I was passed to Victoria Plum, which I hadn’t realised was involved in supplying my order.
Victoria Plum agreed the damage appeared to be caused by stress on the basin neck, but despite the product being under warranty, they declined to replace it because they said the company had ceased trading. I was left without any practical help or resolution, despite acting in good faith and relying on the warranty when purchasing.
Overall, this has been a frustrating and disappointing experience, and I wouldn’t feel confident ordering from them again based on the support I received.”
“Do not buy from this company.
I have had 2 extremely unhelpful deliveries over the past few weeks and shall never buy from them again.
They operate a kerbside delivery only policy leaving me with a heavy vanity unit,sink and taps on a pallett left at my door and 11 boxes of heavy tiles on the second occasion.I am a 70year old widow living alone.The driver could not care less.I had to ask 3 neighbours to help and get rid of the palletts for me.Some tiles were broken.I shall be contacting the C.E.O but suspect this shall do little.How this company expects the elderly living alone yo to deal with this ridiculous delivery policy is truly disgraceful..
I would give then no stars if possible.”
“What an awful company terrible customer service ordered and they stated 3-5 days, no communication at all item turned up after 2 weeks and was completely wrong, cannot speak to a human AVOID !!”
“Title: Poor Service and No Resolution
My order never even left their warehouse, yet I was told it was on the way. Ten chats later, no phone support, and still no sign of a replacement.
Appaling systems, no phone numbers and customer service can't even get answers from the warehouse. Disgraceful”
“Ordered £1200 worth of tiles, they took 10days to be delivered, then when they were delivered they were left on a pallet 3 houses up as there was limited room, the delivery driver knocked on the door to tell me where they were then turned and left, if he had knocked before removing the pallet, I could have moved my car and ensured space directly outside the house, meant I had to walk 34boxes if tiles down the road and into the house. Further ordered a mirrored cabinet and paid for next day delivery on a Friday for delivery on Monday, courier got in touch to say they haven't received it from VP. Customer service don't care and offer no solutions other than to pass blame”
“I strongly advise against buying from Victorian Plumbing. I had two terrible experiences with them and ended up losing nearly £1,500.
The first order was placed through my company. I later had to return the items, and Victorian Plumbing arranged the pallet collection themselves. The courier signed the POD (Proof of Delivery) confirming the goods were delivered in good condition and undamaged. Yet, the very next day, I received an email stating that everything was supposedly damaged and that no refund would be issued.
I contacted customer service and explained that it wasn’t me who arranged the return, but them. After some back-and-forth, they finally accepted the return and refunded the money.
Unfortunately, the same situation happened again with a second order – this time for almost £1,500. Again, I was told the items arrived damaged. I requested photos, and they sent me blurry, low-quality images that even the courier rejected as proof. I asked for better pictures, and the same ones were sent again. Eventually, a woman from the office emailed me saying that if I wanted clearer photos, they could ship the items back to me on a pallet so I could take the pictures myself!
This company is completely unprofessional and dishonest. Avoid at all costs – they are scammers!”
“If zero stars were an option, I’d choose that. I ordered a ceramic toilet brush and received three broken items in a row—each one shattered upon arrival, spread out over two months. After the third, I gave up and requested a refund, only to be told that I needed to return all three damaged items, which I had long since disposed of. Completely unacceptable. Never again.”
“Selected and paid extra for a specific morning slot delivery of my order, Victoria Plumbing did not stick to this slot that they agreed and did not reach out to say there would be a delay. It took until the next day in the afternoon for my bathroom parts to arrive which cost me a day plus of pay to a labourer. VP agreed to refund the shipping charge due to the delay. It has now been over a month since it was confirmed that they would refund just shy of £50 shipping and despite 4 webchat conversations where I was assured it would be received within 10 working days, I have still not received a refund and the company do not provide any compensation for poor customer service so where is the incentive to provide good customer service, there is none. Will avoid this company in the future. They also were unable to deliver an item due to no stock and once again, did not inform me of this until I contacted them about it, absolute shambles”
“I have used Victorian Plumbing since 2021. However, we just bought two toilets in good faith, trusting VP's categorisation of the model being 'comfort height'. The toilet is not comfort height, which by Victorian Plumbing's customer service described as being being 2-4" higher than a standard toilet. It is 43cm. By VP's own written definition: "While a standard toilet may sit at anywhere between 380mm to 460mm (around 15 to 18 inches) off the ground, taller people may want to aim for the upper end of this range for better comfort. Shorter-than-average adults should find a standard toilet perfectly suitable."
Despite them clearly mis-selling by mis-categorising this model as 'comfort height' they insist I have to return at my expense for a refund. Do not trust this company. We certainly will no longer be using them.”
“We ordered a new toilet pan. There was no evidence of any damage or fault. Having installed the toilet, after a few months we noticed a leak onto the floor from under the toilet pan. We called out our plumber and he found a manufacturing defect. Contacted Victorian Plumbing who immediately scheduled a replacement but absolutely refused to entertain reimbursing our (£200+) plumbing costs, thankfully there was not significant damage to our property! Very poor quality product ( Nova Square Rimless Back to wall toilet pan). Avoid this company and/or this product. The casting holes underneath had not been properly sealed by the manufacturers. Very displeased!”
“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.”
