“I spent over £2000 with Victoria Plumbing, and the products themselves seems to be fine, sadly the same cannot be said for the customer services.
One of the items I purchased was the incorrect type, which they agreed I could return and exchange for something else.
They were fully aware that this was urgent and my fitters would be gone in 1 week.
I returned the item and sent them the details of the replacement Item I wanted along with the return as request, and sent the details via email as well to make 100% sure they had them.
I confirmed the delivery of the returned item and contacted them to make sure they were sending the replacement item.
They ignored me and did reply for over a week, only to then ask for the information about the replacement item, which I had already provided TWICE. Then another week of being ignored, only to be told the replacement item was out of stock and I would have to wait another 7-10 days. Which they could have told me on day 1.
So I gave them an alternative, and asked for it to be sent urgently the next day.
Another week passes with no response, despite my chasing every day, it is now 3 weeks since I returned the original item.
So because they ignored me and refused to reply for weeks and never did ship either of the replacement items I requested, I had no choice but to ask for a refund and order from elsewhere.
Once I asked for a refund, suddenly they are able to respond, of course, as the ticket has now presumably been assigned to the "screw customers over" refund dept.
They have refused to refund me, which is effectively theft since the original item has been returned, and arrogantly tried to blame me for their failures to respond to send a replacement, which makes no logical sense, as I obviously have no control over their incompetence or inability to respond to customers in a timely fashion.
I have sent a dispute to my credit card company and requested a charge back.
I will not be ordering from Victoria Plumbing in the future.”