“When you buy something with a good warranty you expect it to last not fail within the first year. Then the problem starts as VP are not interested. They keep you hanging on for months hoping you will just go away but Citizens Advice has just told me to take them to court.”
“The company misled me by offering next day delivery. I placed the order worth £700.00 and also got confirmation of delivery being on time. However the delivery did not arrive. On my inquiry they said it will be after 4 days. I cancelled the order and was told that refund will take 14 days.
After 1 week of cancellation the company tried to deliver the same order under a different order number.
The conclusion of my experience with them is as under ;
They dont have an effective complaint handling system.
Excessive delays in phone call
Operators hang up after making you wait for more than 30 mts.
Absolutely hopeless company in dealing with orders and refunds”
“Ordered £800 of bathroom furniture. Tall cabinet is dented after finally getting through on live chat I was told 2 days over 14 day period. The delivery note doesn’t show anything about checking and the 14 days only about returns. Apparently you have to read all the terms and cond. whilst placing an order. They refuse to exchange despite sending pictures. Plumber not started yet. THIS COMPANY IS RUBBISH !! Customer service doesn’t exist.”
“Don't buy from this company! In February this year, I purchased everything to refurbish my bathroom, shower tray, screen, toilet, basin etc. My bathroom fitter repeatedly let me down and eventually in May told me he could not undertake the job due to health issues. I then had to wait until the end of October for another fitter to start the job - all good bathroom fitters are booked solidly for months. There was a problem with every piece, parts missing, broken, chipped shower tray.... and because I had purchased these items back in February, even though they had remained in the packaging they had arrived in, Victoria Plum would not accept any responsibility or help resolve the issues. I then found out from the fitter that if he had known it was Victoria Plum products I had, he would have refused the job or added £500 on to his fitting quote because their bathrooms always mean trouble. He told me most bathroom fitters he knows, have the same attitude towards them. Based on my horrendous experience, I would urge anyone looking to purchase bathroom furniture, not to waste their money on such poor quality products and service.”
“I wouldn't even give them a 5 star. Broken tiles sent and WRONG tiles - a huge cost incurred for cancelled tiler and to have a day off.... and still waiting on them to return my calls, live chat and emails. Chat time wait is 15mins - it's totally unacceptable. Don't bother, go to tile giant or topps tiles and get the goods and service you deserve.”
“Sent us broken goods and refused to replace as I told them outside of there 14 day terms and conditions. This goes against the consumer rights act where the burden of proof is on them to prove they were delivered in working order and not on me to prove they were broken. Trying to get any kind of response has taken up hours of my time, mainly due to average wait times on calls in excess of 30mins and often over an hour. Typical computer says no attitude from most staff and when finally got through to someone in a senior position they were incapable of actually listening.”
“Firstly they delivered me a bath with a hairline crack in it which only became visible once it was fitted. It took a week of phone calls before they even contemplated replacing it. Then the shower was totally different to the dimension sheet. They tried to charge me for collection on return which I refused as it was there fault and 2 months later I am still fighting for my money back. I wouldn’t recommend anyone to use them, they are cheap but if you have any problems there customer services are terrible.”
“Quality of items was rubbish, waited in on two occasions after delivery was confirmed and noting turned up, when it finally arrived items were damaged. Spoke to customer services over 10 times, staff are useless and don’t care, still waiting for a refund over 3 weeks after the purchase. Would not recommend Victoria plum to anyone!”
“Faulty light on bathroom mirror would switch itself on randomly.
Called VP customer services 6 weeks after receiving item to request replacement. Was told they would not replace without an independent electricians report despite having had it fitted initially by a registered electrician.
Was told nothing would be done without this report as it may have been “wired incorrectly”. Utter rubbish there’s only one way you could wire it and the fact it switches on must mean it has a feed. Flat refusal to replace item in contravention with there own customer satisfaction guarantee and consumer law.
Will never deal with them again.”
“Whilst products seem good value, they carry no spares and have no information on the speciation, certainly of older products, which seem to be imported. Therefore for the sake of a split washer I am faced with the prospect of replacing the whole shower. Steer clear!”
“I have had a terrible experience. My item was to be delivered during a 13 hour window on Thursday 1 November. I stayed in waiting. It did not arrive. I complained. They rebooked it for Saturday 3 November to be delivered during a 13 hour window. . I stayed in Waiting. They even told me it would arrive 13:20-13:30. At 15:00 I asked them where is the delivery? They are not coming I was told - we will rebook it for Tuesday 6 November in a 13 hour window.
So I still have not had the goods.
The chat line is awful.
The delivery service is awful.”
“Not the first time I've had a bad experience courtesy of VP. This time, customer bought an 800 x 1000 shower tray and enclosure. Enclosure is very flimsy but more importantly, too small for the tray. The 800mm end panel is nominally 725mm plus say another 25mm adjustment on the mountings. Phoned customer services and after holding for 38 minutes, spoke to a lad who had virtually no clue. Usual 'please send pictures and what does the label on the box say'. They are unable to offer a solution or useful information. My suggestion that it looks like a 760 end panel in an 800 box is met with disbelief. Best avoid this company and buy from a showroom or merchant.”
“This has been one of the most abysmal examples of customer service I've ever experienced.
Zero communication, they take the money then just hand everything off to couriers. Takes anywhere between 20 mins and 1+ hour to get through to their phone line.
When you do speak to them, you get a different version of events every time. You ask to be called back and it never happens.
Apparently the delivery has taken a long time as I live in Aberdeen. You'd honestly think it was Australia. I'm pretty certain that me ordering on 7th October and them not dispatching until 24th is nothing to do with where I live anyway.
I'm about ready to phone them and tell them to keep their toilet, but literally can't face sitting on hold for an hour.
Its no wonder that they don't allow reviews on their google or facebook profile.”
“Really bad customer service, every time you call them you wait between 30-40 min to talk to somebody. We ordered some items and we were told that they that they had tried to deliver the goods but nobody was at home which is not true as I was at home and we have checked the CCTV and there is nobody to be seen on that day/time approaching my door. No missed door bell ring, no note left. I have cancelled my order but they refuse to refund the delivery fee which really upsets me because I know they didn't even show up. Really, really upset, keep away from this company..”
“If you order from this company be prepared to either keep the items even if you question the quality because to return them will cost you dearly. The collection driver could believe the cost of £49.99. I asked if I could return them to the depot to which I was told no, even though the driver said the depot is 20 minutes away. Complete extortion. Lesson learned I wouldn’t use these again.”
“Wouldn't return items. I have to return myself at a ridiculous price. There is no way they would pay that to sent it to me. They should offer a return price at their rates”
“Bathroom mirror rust spots within 6 months
Twist handle bath plug broken
They won't allow you to leave a bad review of products either - good reviews must be written by their staff”
“We bought a bath suute unit 2years ago. We have good ventilation, been very careful. Still both drawers have swollen in the corners and looks really awful. Not suitable”
