“Awful company - terrible post sales service - 340 minute wait to talk to someone over a damaged product that they refused to take back - AVOID this company”
“Terrible, drawn out experience that still isn’t resolved weeks later. I made a straightforward order for some bathroom basics, all seemed fine and I got the delivery info through as expected. The delivery day came and went and none of my order arrived- when I could eventually get through to someone it turned out that my order wasn’t even in stock, wouldn’t be for weeks and there was no explanation or apology as to why I was only just being informed of this. Being on a tight time schedule, I cancelled the order and used a different company (with no issues!!) Then one day out of the blue part of the order just arrived, it was delivered to my neighbour who obviously didn’t know to reject it. I’ve been charged for this item (£200+) and been trying to arrange collection for weeks now, it takes hours to get through to customer service, I keep being promised it will be collected “soon” but it never happens, nor have I received any form of apology or acknowledgment of what a time consuming mess this has all been...dreadful service and won’t ever use this company again.”
“The customer service was shocking, the installer (who was great) had to keep coming back as tiles hadn’t arrived, taps were wrong, things missing. Expected it to be completed before Christmas and it took until end of January.”
“I would not recommend this company at all , the service is horrendous, you can't speak to anyone personally, just a live chat where they don't actually listen to what you are saying .
I orderd a wash basin and toilet and fittings etc, to be told my delivery was arriving at a certain time which was great , nice fast service , to then have a email a hour later to say my wash basin is out of stock till May 11th, bare in mind its January.
Who wants a toilet with no wash basin for weeks after.
And I tried to speak to the advisor to say I was happy to choose another basin no there was no help in that direction they didn't even try, just kept asking me if I want a refund which ofcourse I chose in the end, but what stupid company I was wiling to buy another basin and they didn't even want to know . Because the advisors cant actually do anything .
Not a good service at all. Will never be buying from there again .”
“Bought bathroom units, sink, fittings were not up to the standard and the service as it was left outside the pavement. I am a 65 year old woman how do you expect me to bring it in. I will not recommend to anyone. I thought I was buying from a reputable place and professional but I'm better off buying from ebay at least they will bring the product to the door.”
“Where do I start...
Impossible to get through to
Refund will take forever.
14 day return policy.
Can I give no stars?
Think carefully before ordering from this company as there is a good chance you will have problems.”
“This company is by far the worst I have ever had to deal with.
Once you have paid, they don't care.
Paid for items that were in stock and just before delivery they go out of stock and subsequent re-deliveries also get delayed due to items keep going out of stock.
Items that were delivered were either damaged or totally the wrong parts.
I've had to delay builders once as I had them booked in 3 months after I paid for the items as that's the soonest they could do and had to rebook them a month later and missing items still won't be delivered in time. In the end I've had to get something else just so it will be delivered before the builders arrive.
To save yourself time and hassle, go elsewhere. Do not use this company.”
“Extremely upset. They sent me used item. I bought thermostatic bath tap with shower. The item was used and some parts damaged. Never will buy from them again.
I tried to contact, but there was a robot on the other end... be aware just in case you will have some issues, it’s very likely that you will end up trying to talk to robot.
Order ref. xtn1a3yr.”
“DO NOT TOUCH THIS COMPANY VICTORIA PLUM. THEIR PRODUCTS ARE APPALLING AND WHEN YOU HAVE A PROBLEM THEIR CUSTOMER SERVICE IS ALSO APPALLING WOULD NOT RECOMMED AND WILL NEVER USE THEM AGAIN!!
YOU HAVE BEEN WARWED!!!!”
“Wrong products arrived, damaged products, took weeks to rectify. Paid for installation and had to get my own flooring laid as the flooring sent by Victoria Plum was damaged and they couldn’t replace for over a week, which meant the bathroom installation couldn’t be done. Sent the wrong radiator, grouting and plaster, had to go to Screwfix to get the right materials to do the job. Took from 07.12.20-
09.01.21 to finally complete (was told max 10 days).
The installer was brilliant, and was embarrassed at the way this company behaved. Avoid at all costs, do not use them for anything, they shouldn’t be allowed to operate.”
“Exactly as reviews have read! I ordered a bath, sat in waiting for delivery. 20 minutes after my delivery slot expired I received an email saying the item wasn’t in stock! Waited 2 hours to speak to an online advisor! Phoned the trade team ( I own two building companies one in the uk one in Ireland!) was treated like an absolute criminal and as if I were stupid! Next delivery date given as 6 days late! Absolutely no customer service! Lies all of the time! As far as I will be taking them to the ombudsman and pursuing legal action against them for wasting my time and my money! Yet to even ask for a refund and if that isn’t instant there will be repercussions! Do not use this company ever!!! All staff are absolutely ill trained and reading off a sheet! They want your money and never seem to deliver on goods! Will be also looking into making a serious complaint within the trade as today’s losses have cost me over £200 I will never return!! Disgrace!”
“Absolute crooks. I would never use this company again. Still waiting for a refund months after being promised one. We ordered our bathroom fixtures and fittings, booked the day off work and received automated text messages stating our products would arrive from 6am only for them to never turn up. After contacting the company it turns out the products were never intended to be delivered and were not even at the depot. All text notifications were automated and therefore false. The renovation of our bathroom was stalled and plumbers left without work. We were promised a full refund which we are still yet to receive over two months on for a significant amount of money we could have done with over Christmas. This company is not to be trusted and it's customer service is shambolic.”
“Just the worst company, wish i had never found their site. Product quality is awful and they take a longtime to reply. Found a better solution at victorian plumb.”
“Gave 1star just to be let in to comment as the ‘ service ‘ does not deserve it
Placed order on November 24th promised delivery date December 2nd booked installation
No delivery
Now December 16th item is no longer required
Have received only automated response once only nothing since despite 7 emails
No refund either
Do not have any dealings with this company”
“do not use this company very poor customer service ordered a kitchen work top given 2 delivery dates still not delivered have cancelled my order today and told i will get a refund in 10 days after reading these reviews it has me worried that i will not get my money back will post a update if i get my refund avoid this company at all costs”
“What went wrong? Everything. This company should be shut down.
Sent wrong items, won’t even pick up the stuff, delivery was extremely late. Asked for a replacement, again delivery very late, and what hurt most was they don’t offer a customer service. No help at all.
I am now out of pocket, time and I have no shower until I can get another plumber to finish the job.
Absolutely rubbish, why are they allowed to trade?!”
“In a nutshell:
Item designed so cannot be installed without cutting into a slate wall.
Can't contact the company by phone of chat to return. Fortunately, paid on credit card and so will contact them.
Don't use.”
“Absolutely unacceptable response to damaged items. Only wanted replacements not a refund. Not resolved even now.
Hours and hours, days and days and weeks and not resolved, take your money, deliver damaged items, and can get a response! Will never buy again and never recommend them.
BE WARE Cheap but not if you get damaged items you can use and get can’t hold of the company to replace them”
“I would never recommend people to use this company, I am furious with the service (well lack of).
I ordered a kitchen sink on 29th Oct, to be told that there was a delay and it would be here 18th November. No issue at all, I understand completely. On 17th November I had a text and email to say that it would be with me but did not specify a time. I waited all day, no delivery. I contacted the customer service (online chat of which times out if you click onto another tab or have to take a phone call) so after 2 and a half hours of trying to be 'transferred to a human' I was told it would be here 5th December. I questioned whether it would be delivered on a Saturday and was told it would. Ok, I can deal with that. Saturday came, no delivery. Contacted the online chat to be told it was coming 9th December. Now I'm annoyed that I have wasted two days waiting. On 8th December I got an email to tell me it was delayed until 27th January when I thought ok I need to cancel. Contacted the online chat (another hour wait) to be told the refund has been processed and order cancelled. 6 days later, no money, contacted customer service to be told that the refund was not processed just sent through to finance to process but I have been issued with a refund now... I await the money.
I ordered the same kitchen sink from Plumbnation, which was £50 cheaper and is being delivered today (hopefully).”
“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?”
