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