“Ordered most of my bathroom with Victoria Plumb and happy with most of products. The bath had a glittery outside which I want a fan of so arrange a return. Told by VP customer service to order another and they could do an exchange. That was 5 weeks ago and I have 2 baths and no date of when the 1st bath will be collected. It’s completely in the way as we are trying to get works done. Despite numerous conversations (over a very frustrating live chat function which takes ages to connect to someone) they cannot tell me when it will be collected. I keep getting fobbed off. About a week ago I was told someone was collecting, only for the collection person to call confused from Liverpool as they were at an address which knew nothing about it (I live in London). Now it seems I’m back to square one waiting for collection to be arranged again. Plus they will not reimburse my money until item collected. Shocking customer service, very inefficient company. Avoid!!!”
“Was awaiting my delivery this morning when I received an email saying that two items in it had been “missed.” These were a bathtub and a side panel. How incompetent does someone have to be to miss a bathtub from an order? They rearranged the delivery without speaking to me to a date when I wasn’t at home so I needed to get in touch. Email just gave a reply back saying I should get a response in 5 days and the offices were closed. I had no choice but to use their online chat but had to wait ages to speak to someone.
I now have to spend another morning waiting delivery, which is a rather big pain, but they won’t offer any compensation because they just don’t do that. Clearly not a reliable service and they don’t take responsibility for their mistakes. I won’t be ordering from them again.”
“Victoria plum sent us a bath screen instead of a radiator will not be able to send us the radiator or exchange the product or give us a refund for at least 5 to 6 weeks our bathrooms been renovated within the next 2 customer service is appalling”
“There is no customer service at all... no way to contact them apart from automatic chat and then chat which is not helpful at all. No contact phone numbers, no emails, no nothing.... so disappointing. Chat advisor was not willing to find solutions. Just repeating the same all the time. Frustrating. Never again.”
“The products, range and prices are good.
The customer service is beyond abysmal. As per other comments here, you get a dreadful computerised chat line that kicks you of repeatedly, even if you sit and stare at your phone all the time.
Avoid this chat line like the plague.
Ring+44-344-804-4848 , press 2 to say you're trade even if you aren't, and you'll quickly get through to a helpful human being.”
“Horrific experience please avoid this company at all costs. The "install manager" told he was chasing down the extra tiles we needed and just to give him a ring if we didn't have them the next day. The next day his phone goes to voicemail and a message saying he is on annual leave. Took 6 hours to actually speak to someone and get some answer. The answer was a 5 day wait for the tiles. Just say clear.”
“Unfortunately I cannot swear on here...or I would be. Customer service is absolutely terrible. only way to contact is a chat service, which kicks you out constantly. I cancelled an order in January and it was never delivered....however they still started taking the finance. We are now in March and as of yet nobody has responded to my complaint (I have now emailed CEO but no faith) and someone on chat said "we have your cancel request from January we just have not actioned it yet". Woooah. Nobody has ever approached me either by phone or email....absolutely terrible.”
“Worst company ever to deal with, customer service is non existent they are quick to take money but when i needed to return items unable to contact, ignore e mails etc, I will never use them again and advise other people NEVER USE THEM USELESS”
“Damaged goods, couldn’t install bathroom straight away due to COVID.
Couldn’t open products us and no information from delivery driver to do so.
Awful service.”
“Bought a vanity unit and separate marble top with sink. After fitting found crack. Plumber spent hours trying to get helped and I tried and tried to speak to someone. Officer put phone down on me because I asked to speak to a manager. Eventually managed Ann line chat and after half a hour told they could not help. Can’t even buy replacement sink without marble top. Policy is to return before fitting.”
“Abysmal customer service. Bath missing from order and I was repeatedly told my their online chat service that it had been delivered. Having to resolve through small claims process.”
“Absolutely terrible customer service and very difficult to get hold of. They were a week late on delivering an item I paid to be delivered on a specific day which I waited in for, and then got no real apology or any update for rectifying it. I will never use them again.”
“If I could give no stars then I would.
Absolutely appalling customer service. No information about delivery, no ability to make a complaint and dreadful after sales service.
Use at your peril!”
“I had the worst experience. The delivery drivers don’t wear masks and insist on standing in the doorway. I was on hold three hours each time I attempted to speak to customer service. It was my single worst online retail experience”
“DO NOT BUY HOODS FROM THIS COMPANY. Diabolical company. Ordered taps weeks ago, still not delivered. There is no one to discuss returns, problems with orders as they use an automated computer web chat service. They eventually put you through on hold....my wait time 240minutes.”
“Giving 1 star is being generous. An absolute joke. 340min wait time. And if you are inactive on your PC or phone whilst you wait, then you are just thrown out of the chat system. Disgusting service”
“Awful company - terrible post sales service - 350 minute wait to talk to someone who then completely messed around with my order saying if i ordered a replacement they would collect my old order, but my old order is still with me and i'm £410 worse off. will never shop with them again. my advice use VICTORIA PLUMBING!!!!!!!!!!”
“Absolutely awful. Wanted to log a formal complaint regarding the poor quality of my vanity unit however, the online agent was totally incompetent and wouldn’t help. When I asked how to make a complaint he refused to tell me and said everything is done via online chat. Wouldn’t answer me when I asked what the complaints escalation process was! Awful company, hideous customer service and shoddy products! AVOID!!”
“Alful false advertising say you have 10 year warranty etc you are led to believe that’s what you get an when it comes down to it they say they send you an email to register for the extended warranty!! Never received email done chat online as you can’t get through on phone lady was not interested just stuck to script!! Shocking company don’t buy they lie!!!!!”
