“l ordered a shower valve but had to return the item 2 days later as we changed our mind and ordered a bath from victoria plum instead.
they said that i would have to pay for the bath and would receive a refund shortly.
3 weeks later and No refund
i have rung customer services but they just fob me off”
“Absolute disgusting customer service, their "No Quibble" return policy does not exist, due to the unhelpful rude customer service agent I decided to return the full order!!!! Arranged for collection, driver called at 0726 to say what time he would be here, no one arrived!!!!!
Another call to another rude customer service agent who insists that their GPS showed that they came to my property, just neglected to knock on the door then or telephone my mobile tat they used that morning!!!!! No stuck with an order strewn across my lounge because of these clowns!!!! If i could give 0 stars or minus i would...”
“Beware the returns policy! I am nearly £200 out of pocket and have more than 30 hours in personal time including a lost day at work trying to deal with Victoria Plum's customer service team about refunds and collections of unwanted items.
I've been chasing this for three months. They have under-refunded me for items, cancelled refunds with no explanation then when queried admitted that the refund should be due, disputed the amount I've paid and admitted to overcharging me for delivery.
It's impossible to speak to a manager directly - so everything is done via laborious emails. The phone lines seem to be faulty so on almost every occasion, I've been on hold for ages, explained the situation to a customer service person and then been cut off - so have to start the whole process again. I have spent hours every week trying to get this resolved.
Then the final straw is being told to wait in all day for a collection, having to take time off work to wait and then the driver not turning up. I was told he 'attempted a pick up' then cancelled it. There was no ring of the bell and no knock on the door. Would that seem like an attempt at a pick up to anyone?
To give credit to the phone staff - apart from one man who gave his name as 'Thomas' who was exceptionally rude- they are brilliantly friendly they just don't have the authority to be able to do anything to help.”
“We placed an order for a shower screen on the 24th January 2019 and received a confirmation email the same day confirming delivery for the 9th February 2019. We had no further contact from the company until the 7th February, when we received a reminder email to confirm our delivery on Saturday 9th. We also received a text the following day (8th Feb) also confirming delivery for the 9th. On the 9th we waited in all day, our delivery slot being between 7am and 8pm and no shower screen arrived. When we called to find out the reason for no delivery, we were told the item was not in stock and could not be delivered until the 21st February!! Awful service, no offer of compensation and no guarantee that the order will even arrive on the 21st as they cannot confirm if the item is in stock until the day before delivery is due to take place. Waited in all day, and now have a bathroom with no shower screen! Definitely would not recommend!
Victoria plum have stated that compensation will be discussed after the item has been received, which I imagine will be a discount or voucher for our next purchase; a ploy to get us to spend more money with the company...Based on our current experience we would not be interested in ordering from them again!”
“Wouldn't waste my time with them . Customer service is a disgrace and put the phone down on me when asked about standpipe and tap set that has no way to fix it to one another . My plumber told me it should have a thred or grub screw to secure it . Explained this to customer service and he said you had 2 weeks to ensure all parts are present then call went silent. Unfit for purpose item being sold and unfit employee answering phones. Disgraceful.”
“Never again will I buy anything from this company. 3 calls to customer services to replace a faulty tap which cost me over 100 pounds. Every time I ring I get different excuse. Now they want a photograph of the tap dripping to prove it's faulty. Won't even take the word of a time served, qualified plumber (whom I am paying a daily rate while this fiasco is going on) that said tap is a manufacturing fault. I will make sure I never recommend this company to anyone. Furious, and still without a working bathroom.”
“After the fiasco of not being able to resolve replacement of a screw for the bath waste (posted last week), Victoria Plumb finally came through. It was a shame it took so long. However, after lodging a complaint, the matter was quickly resolved.”
“Ceramic basin arrived completely shattered. Nothing in the packaging to protect it adequately in transit. This was not discovered until the box was opened for inspection the day before the fitter was arriving to fit the sink. VictoriaPlum have refused to replace it because it was reported after 14 days of delivery (notwithstanding that it was reported as soon as it was discovered the item was obliterated).”
“Had a bath & shower screen delivered at the end of November but couldn't get installed until January. Inspected the goods on arrival but plumber found a small crack in the shower screen hinge when he came to install. Contacted Victoria Plumb who just didn't want to know as the goods had been delivered over 14 days ago. I would recommend avoiding this company at all costs!”
“I ordered a complete bathroom set (shower, bath, basin and toilet). The plumber installing the bath found a screw did not fit with the bath waste as it was too short and there was no thread. I have called for the correct size screw to be sent, this has required two phone calls, two online chats and a referral to the tech team. I was told I would hear within 24 hours back from the tech team, however this time has exceeded. The fiasco over the screw has required pictures of the waste (why I don't know), which staff should know what it looks like. I have experienced an online chat with a very rude person. The first call I made, I somehow was cut off. I have wasted at least 3 hours trying to sort out a screw part replacement, which still remains unresolved. Follow up care is abysmal.”
“Absolutely terrible, do not order from them. Ordered a fu. Bathroom, two corner sink sunjts later and still no joy. Sink is not fit on unit. Victoria plum unwilling to refund or replace. Sink waste unit then leeks. They also sent the cheap toilet seat and no the one that was ordered. The cistern system also did not work and had to be replaced. They insist on live chat and refuse to speak face to face. Do not order from these people. They simply don't care”
“I bought a bathroom suite shower the works, only fitted it late June 2018, a week before Christmas, no hot water from my Milan thermostatic shower , informed Victoria plumb, can't call never get answered,so emailed, what a waste of time, you'd think I made it up ,what is the point having a warranty, they still haven't come back with a reply ,I'm sure it's a robot not a human to let a family who's only way washing is this shower, go all this time with cold water DONT BOTHER BUYING CON ARTIST”
“Pray you do not need to retuen or refund anything
If you buy and item is good you may be lucky, however if you need to return anything its a horrendous nightmare.
Dealing with customer services is a joke, it takes ages to get through on phone, then when you do and tell them you want a return and refund they will try everything to get you to buy something else or not to do it, including making the phone call go feint so as they do not get the refund on their personal stats.
When I finally called back several times, got the collection and refund arranged, was told refunds take 14days, the collection of a toilet cost me £49.99 !! absolute thieves.
Had I seen the small print on returns I would have never ever used these rip off merchants, avoid at all costs”
“Complete shambles from the offset
1) first delivery missing an item with repeat delivery arranged
2) second delivery didnt show up despite 3 calls reassuring me it would be coming with the last advising me to stay in for the evening as they 'could' be running late. Complete waste of a day
3) third delivery showed up at the wrong time with forgotten item
4 ) quidco cashback declined for no reason
5 ) unused item needing to be returned £40 collection fee for this small box that weighs literally nothing. (2/3 of the price of the item)
All in all dreadful service considering we had spent nearly £3000 with them and would never use again or recomend to anyone.”
“Crab, received damaged wall panel because client away that we can’t check package after check customer service Charlotte say is after 14 days and do not care any more.
No recommend any one this company, first and last ordered from them!!!!”
“This company has the worst customer service and product I've EVER known. Delivery of broken tiles are acceptable apparently. All work stops because they will not ship replacements the same day. You get cut off the live chat, fobbed off on the phone and they just repet the over and over the same thing... We can collect and replace at somepoint this week!! So all work stops.... DO NOT BUY FROM THIS COMPAY AS THEY SHIP BROKEN AND RETURNED ITEMS.... SHOCKING CUSTOMER SERVICE.”
“If you call you get held in a queue for over 40 mins each time with no reply. You can only chat online. We had a faulty shower door and they required photographs (which I gave) to be reviewed by ‘a panel of experts’ rather than observe the consumer rights act and replace or refund a faulty item. The onus in the first 6 months is not in the customer to prove the fault with endless photos. Quality of products is variable. I’d steer clear of using them 100%”
“My customer bought sanitary ware from Victoria Plumb for their downstairs Toilet.
They was told to buy fittings they did not need. the Basin trap does not fit standard Solvent weld waste pipe!! Every plumbers merchants in the country sell traps that fits standard waste.
Customer service is useless as they do not know what they are selling. The sold far to many unnecessary fittings to my customer and the quality of the products are very cheap and nasty.
I know i will be back within a year to replace taps etc.”
“The information on the website was v scant. The pipework didn’t fit so I needed to return the cloakroom sink and wall hung cupboard.
The cost 0f the item is less than £70. They want £49.99 to collect the item.
Members of the public are NOT ALLOWED to go to the warehouse to return items.
I would not buy anything from this company unless you are 100% sure that all the dimensions etc are accurate and you have enough product information to work with.”
