"Shocking Customer Service!\r\n\r\nI ordered a hand basin and paid \u00a340 for next day delivery as I needed it quickly - 40% of the purchase price in delivery fees.\r\n\r\nI 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.\r\n\r\nThe link on the BJS proof of delivery email returned a website error - no helpful information.\r\n\r\nI 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.\r\n\r\nI 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.\r\n\r\nAfter 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.\r\n\r\nAfter 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.\r\n\r\nIf 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?\r\n\r\nI 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.\r\n\r\nSo 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!\r\n\r\nI 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.\r\n\r\nNow I have to wait two more days for my next-day delivery, which I got within 6 feet of!"

"Shocking Customer Service!\r\n\r\nI ordered a hand basin and paid \u00a340 for next day delivery as I needed it quickly - 40% of the purchase price in delivery fees.\r\n\r\nI 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.\r\n\r\nThe link on the BJS proof of delivery email returned a website error - no helpful information.\r\n\r\nI 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.\r\n\r\nI 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.\r\n\r\nAfter 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.\r\n\r\nAfter 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.\r\n\r\nIf 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?\r\n\r\nI 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.\r\n\r\nSo 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!\r\n\r\nI 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.\r\n\r\nNow I have to wait two more days for my next-day delivery, which I got within 6 feet of!"

"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 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 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"