“Fawlty low quality goods supplied (which also aren’t as described) and then uncontactable customer service-not contactable via phone and then you have to wait half an hour to speak to a ‘virtual’ operative who cuts you off before you’ve finished….absolutely terrible …..avoid this company-they don’t deserve your custom.”
“Ordered orchard wharfe toilet received Oakley toilet sent sku number received a reply from a Shia asking for the sku numbers that I had already sent are all the people in customer service that thick”
“Damaged goods inside well boxed container. Had to store box due to Covid then when opened and saw damage only a month later Victoria Plum refused to replace.
Won’t use them again”
“Supplied bathroom. Inferior product with chrome plated bar behind glass. Condensates and eroded chrome plating in 4 months. Complained and they claim I used abrasive cleaning product yet you can't access it. They should have provided a seal to stop water ingress but their answer is f off sorry for any inconvenience ... save yourself any disappointment and don't bother”
“No delivery attempt. Tracker not even updated. Only communication was through twitter, no email, no telephone number to contact. I am quite sure this is a scam. I am still not sure when or if I will receive a refund. Fortunately after speaking to Mastercard I can open a case and get a full refund without the frustration of trying to contact some one at Victoria Plum. If I had read these reviews before hand I would of never ordered from this company. Absolutely shocking on every level. How are these still trading”
“Absolutely shocking service. No attempt at delivery. Tracker showing fake details. Still not had a refund. Will never ever use again. No customer services. Possibly the worst company I have dealt with”
“Delivery never turned and was told it out of stock three days later. No helpline and the website sends you round and round in circles. Finally contact someone on chat who said they would deal with my refund but I have heard nothing since. Deliberate actions to stall or not pay any refunds.”
“Horrendous experience. Late arrival of goods, goods returned on 29th December and still awaiting refund. Have contacted their live chat on 6 occasions to resolve and still no further forward. Customer service appalling, no contact number. My wait continues….”
“Bath come with legs they did not match. No customer help, there is no helpline and everybody just trying to get rid of you. Chat with us is only automatic which is shocking that you giving money for useless quality and they do not even care about costumers after taking your money.
Do not give them any more chance.
You should not trust this company.”
“We had VP in for a bathroom design and to be fair - the design was beautiful. We then discussed payment and decided to go for finance so we signed all the necessary papers. That was pretty much the last we heard from them.
During the design phase - and subsequent visit of the plumber / engineer to perform a survey - we already talked to several different people. It seems with every call they have a different person on our case.
We then got an approx. start date but not further communication for weeks. Out of a sudden we got a pallet delivery with tiles and urgently called VP to please ensure not to deliver any more items as we just do not have the room (delivery was about two months prior install date).
The last time we heard from VP was last year and the works were supposed to start in February.
We then decided to cancel, as we feared that if the communication is already so bad before the work starts, we didn't want to risk bad communication once the walls are ripped open.
We sent the cancellation to the 'last two' guys we talked to but never got a confirmation, nor were the tiles picked up.
Today, a week prior the theoretical start date we receive a call from yet another person (person number 6 !!! at this point) asking us if person number 5 gave us an update because there is nothing in the system despite the install still being 'live'.
Naturally we explained that we did not get any information for weeks or even months and once again made it clear we have cancelled and that we still got those tiles.
Bottom line - whilst they clearly know how to design a bathroom - they do not know how to work with customers to actually do the installation nor do they know how to talk to customers.
I don't understand why the people change with every call and why we don't have a single 'go to' person that deals with our install.
A bathroom is not a £50 affair so naturally you'd expect more.”
“I ordered two of the same showers . They sent two different . Insisted I had ordered wrong one . Spent three days trying to sort it ! Impossible to actually speak to anyone ! Live chat useless spoke to three different people so had to repeat all the information over and over ! Would never use them again unless they brought in customer service you could actually SPEAK to !”
“I am appalled that in this age of awareness for our planet that this company do not do spares for their products. The hinge has broken on our over bath screen but the only alternative is to buy and have fitted a whole new glass door. The actual fixings are themselves very poor quality, parts are just plastic pretending to be metal so I would imagine many of them need replacement parts. Get real Victoria Plum and take responsibility for the waste you are causing.”
“Placed an order, was given a delivery date. Delivery date arrives, given a time slot and an hour later was told by the delivery company that they hadn't even received the item so couldn't deliver - less than 3 hours before the scheduled delivery time! Online chat with VP say they don't know what happened and have no explanation but can deliver 4 days later. Not even next day delivery by way of trying to make up for their error as apparently this isn't available for replacements. Very frustrating when you can pay for next day delivery online. Was also told that they have no complaints procedure when I enquired and couldn't connect to a manager. Shocking service!”
“Ordered a bath on a 3 month lead time. Claimed it had left the Warehouse by email bang on time after the 3 months. Then received another email less than 24 hours before delivery to say they had given it to another customer instead. Were told we would now have to wait another 3 months and they still have our money. Don't trust this company.”
“Worst customer service ever ever.....nobody wants to be waiting in a queue online and then sit there watching it waiting for someone to respond....then when they do finally respond say they have other chats then you wait again....absolutely the worst experience ever......I am surprised the company is even still trading with this shambolic effort at customer service.”
“If it was possible to leave a minus stars review this would be my choice. Paid for a complete bathroom suite - 4 items broken on arrival. Had to contact customer services (which is purgatory) to arrange re delivery - took 4 weeks. Wrong sized bath panel delivered - now telling me it's a standard size (it isn't). No end bath panel... apparently this isn't included in the suite.
Utter cowboys - PLEASE PLEASE do not buy from this company.”
“Sent wrong plinth,
NO PHONE NUMBER!!!,
why an obviously big company has no customer services to phone is beyond me.
Online chat took an hour but did get resolved.
Victoria plum don’t you ever read your reviews?, if you did then maybe you would open a few telephone lines and offer a proper customer service.
Won’t use again just for this reason.”
“Terrible, and service even worse
Ordered and paid for next day delivery. Actually took 6 days to arrive, delaying project. The item itself was inadequately packaged, so damaged and unusable on arrival. Eg the bath had no packaging at all over 90% of its area, it didn't come in a box, or even wrapped in any significant packaging for the most part.
There is no way of contacting Victoria Plum, apart from their online chat, and on occasions even that showed as "unavailable" during normal office hours. My experience was it took me 90 minutes wait as standard to get through to an online chat operator. Victoria Plums customer service operators were inefficient, and would ask the same questions, and need the information repeating multiple times. Eventually refunded after a further 6 days delay. My experience was that Victoria Plum are a terrible, incompetent company, and I'd advise everyone to avoid them.”
“Terrible customer service. Have completely ignored me regarding damaged items. 4 a answered emails and still nothing. They don’t even have a phone number to call on Do not use”
