“I have never experienced a company this bad, it's on a whole different level. Victoriaplum should NOT be trading. They completely ignore legitimate refunds.
Placed an order on 27th Oct and 2 days later was told an item wasn't in stock (depsite website saying it was). Requested a refund and told it would be 14 days.
17 days later, having received no refund, contacted again (trade account line as I am a trade customer) and told it was never authorised so would be a further 5 days.
It is now 38 DAYS later!! They have totally ignored all emails (numerous and to all their email addresses) and a 'Resolver' case. So my only choice is to take further action to get my money back.
I urge everyone to avoid this company at all costs. They are dishonest, unreliable and their customer service is awful. The person I spoke to on the phone in the trade department could not have been more rude or disinterested.
It's also very strange how they have so many glowing reviews on here, yet on EVERY other review platform they only get bad reviews. Seems a bit odd?”
“I have held off writing this review in hope that my review could be improved by a prompt refund. Unfortunately, I am unable to write a good review, as despite having ONE email from them stating they have issued a refund, in return for my many, I have NOT had a refund..
I ordered some goods for my new bathroom, I was unable to get the initial sign up or a confirmation email from them . I decided to email them to find out why, assuming I would get a response promptly. My response said they would take 7 working days to return my email. This prompted me to look at them beyond Trust Pilot. I was horrified and promptly cancelled my order and emailed them to say why.
A few days later they had taken my money, I am emailed again, they responded with in 7 working days, and said they had issued a refund. This was a few weeks ago now, and I have received nothing and no response to my chase up emails to find out where my money is.
I will never ever use them again.
As stated at the start I waited and was hopeful I could write a good review of my prompt refund. I can’t. PLEASE DO NOT USE”
“received order ok missing items toilet seat, was sent one but this was damaged, was advised would re send within 2 days only to be advised out of stock for 3 weeks.
missing shower was advised will send
received item which wasn't on my order, took 2 weeks to collect
No customer service team you can talk to on the telephone only by chat on there website
found the whole experience very stressful and frustration will not be buying from them again.”
“I paid for a tap in early September and was told to expect it in a week
I am still waiting for the tap to arrive
I've e-mailed many times and no response
The telephone helpline doesn't take non trade calls
Horrible service - they've taken my money, not delivered my product and not responding to me. Afraid to say that's a scam rather than a company”
“I have been watching a shower suite for the last almost 6 months and could not buy due to covid and not finding fitters.. the price on that suite has gone from 699 to 999.
When I noticed that the suite was no longer available on the website (not knowing that the price had gone up at this point) I started looking for other options .. so I came across a hydro massage shower cabin.. But the price has even increased on this from 599 to 739 in the space of 2 weeks..
Please note neither of these products were on sale so I did not miss out on a Sale price. In fact when a sale comes about, VictoriaPlum.com like to reduce their 64 shower suites down to around 23.
When trying to speak to a customer service agent today I was getting automated responses. She would also not transfer me to a manager or escalate the situation.
Avoid buying from these unless you are happy with responses like “you should have bought it when you seen it”
@Victoriaplum.com I will be adding these reviews across all platforms today. My experience has been shocking.
If it wasn’t for the fact that I need to exchange items from this company I would never buy from them ever again. They have cause me so much stress during an already stressful year.
AVOID or regret!”
“I have been watching a shower suite for the last almost 6 months and could not buy due to covid and not finding fitters.. the price on that suite has gone from 699 to 999.
When I noticed that the suite was no longer available on the website (not knowing that the price had gone up at this point) I started looking for other options .. so I came across a hydro massage shower cabin.. But the price has even increased on this from 599 to 739 in the space of 2 weeks..
Please note neither of these products were on sale so I did not miss out on a Sale price. In fact when a sale comes about, VictoriaPlum.com like to reduce their 64 shower suites down to around 23.
When trying to speak to a customer service agent today I was getting automated responses. She would also not transfer me to a manager or escalate the situation.
Avoid buying from these unless you are happy with responses like “you should have bought it when you seen it”
@Victoriaplum.com I will be adding these reviews across all platforms today. My experience has been shocking.
If it wasn’t for the fact that I need to exchange items from this company I would never buy from them ever again. They have cause me so much stress during an already stressful year.
AVOID or regret!”
“What a joke! I can't say a good word about them. They advertise / sell products which they don't have in stock, provide delivery dates knowing that they won't be able to deliver as the items aren't in stock and then just mess you around afterwards. Hours wasted waiting to speak to someone through their live chat, empty promises of providing information, issuing refund etc. I placed my order on 1st of November and I am still waiting for my refund 5 weeks later...”
“Items did not arrive at all and I'm still waiting 15 days later after contacting them for a refund. Chased it up with them several times only to be told that they don't know where my refund is, when it will go into my bank, or when their finance team will be in touch to sort this out. Utterly useless.”
“Dreadful post sales experience. Items were delivered today in a damaged state. Website only offers online chat as an option to resolve, which was maxed out all day with no one available. Took the initiative to call them and speak to another department in the futile hope they'd be able to transfer me to customer services, but alas I may have been talking to a robot. The person on the phone was polite yet utterly useless and simply couldn't comprehend why "use the online chat" was an unacceptable response. When I asked to speak to their supervisor I was advised this wasn't possible, yet no reason was given. At the end of this tiresome experience they hung up on me.
There's nothing more frustrating than feeling totally powerless to resolve an issue - especially when it's probably a very routine and resolvable problem. In my case a bath was delivered with damage - it's a ~£600 item so not something I can ignore and simply cut my losses with.
I'm sure the saga will continue tomorrow, but given today's experience I'm already worrying about my 14 day return policy - maybe their whole mantra is to simply ride out the clock until consumer rights expire!
Atrocious customer service. Would recommend any other fellow shoppers to look elsewhere.”
“I enquired to have a design appointment. After some annoying emails I received a call from them. I outlined that I wanted a budget bathroom in a small apartment I was getting to sell and she said it would be about £5k. When I said that was a ridiculous price for a small bathroom she said none of their bathrooms are any cheaper than £4K. Absurd!”
“Avoid this company like the plague.
Absolutely horrific customer service.
There's actually only one way to communicate with this company, and that's a chat system, you will wait hours and get passed about and ultimately cut off.
No way of speaking to an actual person or even an email address!
I'me waiting 3 weeks for a refund and they simply won't refund my money, keep telling me i'll have it today, then when you speak to them again they say theres been an error, we'll get that sent through today .....
I ended up getting my bathroom from bathshack for much cheaper.”
“Same as others on here. Awful to deal with - can only use online chat and they promise refunds have been escalated to their Finance management team and will be paid in 3-5 days then 10 days later still nothing. This has happened 3 times already so over a month and counting waiting for £200+ refund. Terrible customer service.”
“I purchased an item in May 2020(shower enclosure). The item had noticeable gaps in the lower portion of the door and was generally flimsy. Despite my complaints over several months and produced video and image evidence, they still blamed it on our installation. We even went out of our way to seek a second opinion. I would suggest anyone planning to order from this company to stay clear of them. They had no intention to refund our money even if the item is clearly not fit for purpose.”
“NEVER AGAIN !!
Lost my returned item and avoided refunding me at all costs.
Still waiting, probably never going to happen.
Customer service poor, almost impossible to contact for after sales assistance.
Feel like a victim rather than a valued customer.”
“Been promised a refund will be received within 5-10 working days for the last 3 months. Absolutely the worst customer service that I’ve ever had the misfortune to receive.”
“Whilst the product is excellent, it was delivered half a mile away from my home (to a totally different postal code) and I needed to ask for assistance to go and collect the product. Terrible carrier service and no contact from them.
Worse than that is that Victoria Plumb screen bad reviews and have not shown my review!”
“Sent a shower back 6 weeks ago before the 14 days return was up, had no response or refund, wrote asking for a refund and still no response, cannot get through on phone, chat bot cuts off and no email, do not order from this company they treat customers disgracefully, lack of customer service or rather no customer service”
“I paid in full for the order. I was given a delivery date, a time slot an order number to track and trace! which I did - NO DELIVERY made - according to their tack and trace my order is still on the road for delivery 6 days later. There is NO way you can contact them, their LIVE chat is just a machine which keeps throwing the same questions at you. no phone numberthat is answered. What a load of rubbish their claims about Customer Care and Service is a complete , white wash I do not think they know what it means. DO NOT USE THEM.”
“We paid for am delivery and got a text to say it would be with us at 9.42 am. It is now 8.44pm and still no delivery!
Paid plumber for afternoon and could not do any work.”
“Terrible terrible!! Made a big order, all got delivered apart from a bath panel. I organised a refund (or so I thought) and sourced another panel. Then got an email saying new bath panel will be delivered. Spoke to someone and said I isn't need it I wanted a refund. They processed it (or so. I thought) and then low and behold a new bath panel turns up. I refused it and said I wanted a refund. Can't speak to anyone and live chat is useless!!!”
