“If I could give a 0 for rating I would for this Company. I purchased a large number of items from them in June which was delivered on 15/07. Due to some flooding in our house and the timescales of my plumber I could only get him to fit this week. He found that one of the items did not fit or not needed and I enquired about returning this item unboxed. They have refused and would not take into account my challenges todate. I understand that its over th 14 return but I would have been happy to receive 50% refund if they only talked to me!”
“appauling customer service for a faulty item, refusing to swap or fix a dripping toilet, sent a video as requested so they can hear the drip as you can't see it, got told they can't identify the issue so it's not faulty and thats the end of it, so just because they can't identify the fault they say it's find and working as it should lol, avoid at all costs.”
“The Trust Pilot reviews are fake. We had a shower enclosure for a little over a year. The wheel broke and they wont sell me a replacement but said I have to buy a whole new enclosure. For a plastic wheel...”
“The copper pipe inside the shower handset has snapped after only 2 years. Completely snapped.
I contacted VP to ask for a replacement head. Not unreasonable I think considering the description states "Manufactured from high quality materials".
Spoke to two different assistants - Adam & Melissa. Neither were at all helpful. They just kept stating the product only has a 1 year warranty and that I shold buy a replacement.
Totally unimpressed with the product and the customer service from VictoriaPlumb. Will never buy from them again.”
“Avoid at all costs. We commissioned Victoria plum to design and install a new family bathroom in 2022. Our experience can be summed up as follows:
Notified that several items are out of stock on the week before install (despite being ordered 2 months in advance!)
Terrible customer service (literally left to manage the sub contractors ourselves) and at the time of writing have been waiting 3 weeks to get resolution on an unfinished bathroom... And have had to raise a series of concerns over slipshod installation.
Products that on install do NOT resemble the items as displayed on the website.
Beware of the slick sales followed up with outsourced sub contractors and a stressful and poor experience throughout.
Very unhappy, don't make the same mistake.”
“Ordered a full bathroom suite along with a mirror cabinet and accessories. Had no problems with delivery, they even pushed it forward and delivered smaller items that were out of stock later so the bathroom fitter could get started.
Once fitted I was happy with the results. But just short of 5 months later after a bath I was rinsing and wiping down the bath when a crack appeared in the corner on the side that was not there before.
I contacted customer support and after 3 days they told me this was due to "impact damage". I refuted those claims so they told me they would send the details over to the manufacturer. Very quickly they came back with "impact damage" again.
I have spoke to several tradespeople about this and they find it inconceivable that a bath should crack less than 5 months after being fitted due to "impact damage" especially because it's on the side.
I know there was no damage caused when it was fitted because I lent a hand during. Nothing has been dropped in the bath. It is down to a manufacturing defect or just poor quality.
They won't admit fault and it seems to be a tactic in avoiding paying out their worthless warranty. You can see this for yourself if you search the word "impact" on reviews (ignore the covid related ones). Countless reviews where people have been fobbed off with any excuse not to honour the warranty.
They might be a bit cheaper than the rest but you'll end up paying more in the long run. I'm faced with the cost of a new bath and twice that cost to refit”
“Dangerous - should come with warning "Do not sit on!"
bought a toilet seat of off of them in January the first time i sat on the lid to bath the dog it cracked total rubbish my old one was 20 years old never had a problem with it well made came from B&Q. contacted Victoria Plumb they said it wasn't meant to be sat on no warning on the box. As i said not impressed with their quality or service. the item number is Accents oval duroplast soft closing toilet seat with lift off x 1 (ACSEAT01)
£31”
“What went right. Delivered a damaged vanity unit. Then delivered another one that is even worse condition than the first. Got to wait for a collection and then a refund. Poor service, poor quality, AVOID!!”
“Mixer tap went faulty within 12 weeks (sprayer fell to pieces). Could only get through to the company via chatline which requested photos - which I supplied. I asked for a replacement urgently as I was without a kitchen tap but was informed it would take 3 days to be delivered. This was not acceptable to me so I asked for a refund. This company took no notice that I explained as a pensioner going upstairs continually for water was a hardship. In addition, I was given the run-around over the costs of removal and reinstallation. In the end the impolite agent cut the chat off.”
“I will never deal with this company again, collected my shower quadrant as wasn’t suitable £ 159 but charged me £49.99 to collect it!!?! What a rip off… never speak with you it’s a robot no human contact just email… 1 chap collected it almost 3 weeks before refund of £109 complete rip off I wouldn’t use them again rubbish customer service rob you of return charges wasn’t a two man collection! Took 1 to pick it up…
Avoid this company ….”
“Toilet delivered with no seat i don't install suites myself so had to wait for the builder (9 weeks wait) he discovered no toilet seat and by that time was well out of the replacement time factor. Miserable”
“I paid £49.99 for my toilet that was not suitable for it to be returned that was nearly 3 weeks ago .I have not had any refund or emails to say yous have my return . I ordered a new toilet that was the proper one .I am paying for both toilets at clearpay .which i cannot afford as i am a pensioner. I need my refund asap.”
“Customer service is appalling. A bathroom cabinet was ordered in a matt finish. It arrived in a gloss finish. An email was sent to ask for the delivery of the correct item but no reply was received so by means of the chat facility a cabinet was reordered in a matt finish. A gloss finished cabinet arrived.
The delivery driver said he would ask customer service to phone, this didn’t happen.
It is not possible for a customer to contact Victoria Plum by phone.
There are many companies who provide the same or similar items who have excellent customer service. I suggest you use them rather than Victoria Plum.”
“Just had a shower screen delivery from Norwich branch of Victoria plum it was brilliant .The men were very polite and helpful I had texts updating me of delivery date and again on time and I was rang 20 mins before to say they were on way. Well done boys”
“Absolutely terrible customer service!
We ordered our bathroom from VictoriaPlum and had a nightmare with them. First even though we paid for VIP Premium delivery which is rather costly, the delivery was moved and we wasted time/money for a builder that was supposed to put it in. Then we got the delivery, but since we don't live in the house yet we didn't have the chance to check the delivery. Our builder only let us know later (past 30 days) that the ceramic basin was missing. Customer service stuck to the 30 day rule and was adamant they cannot help us. So now we're stuck with a basin unit WITHOUT the basin.. they did not care much about the delivery issue, nor did they care about the missing item. Terrible way to treat your customers! We were planning on buying our en-suite bathroom from them, too. However, this has put us off from ordering from them ever again.”
“Terrible customer service, avoid at all costs, wish I had , takes days even weeks to answer emails , not a nice company to deal with, wish I had read the reviews before getting involved with this company ,”
“I bought a tall bathroom unit and a vanity unit The dumped all the items inside my front door obstructing the access in and out of my flat and making it impossible to shut the front door, the vanity unit shelves were not level and I requested to be exchanged. they expect me to put the faulty vanity unit downstairs inside the door for them to collect because they don't come upstairs. They are perfectly happy to come upstairs if you pay premium delivery. The attachments that support the shelves broke within 5 minutes of installing the unit, as soon as I started to put items in the cabinet. Overall poor quality items and even worse service”
“A towel rail was not included in my package. They completely refused to send a replacement because of an arbitrary 7 day deadline. Customer Service was appalling. DO NOT USE.”
“worst company i have ever had the displeasure of dealing with
charged for free delivery
3 weeks to receive goods
no way to contact any real person to complain
no communication from them at all”
