“I purchased a toilet seat from victorianplumbing roughly 18 months ago as part of a full bathroom refit. The seat cost £60.
Recently the seat which is meant to be soft close slammed itself shut. It became apparent that this was because one of two brackets which holds the lid upright had developed a hairline crack right where the screw hole was positioned for the bracket. This is clearly a manufacturing issue where the bracket screw has most likely been over tightened in the factory and has created a hairline fracture with it being a soft close lid has then taken time to develop.
I initially raised this with Victorianplumbing on the 4th May and was told as the product was out of the 12 month warranty there is nothing they could do and that they would instead speak to the manufacturer about spare parts and get back to me but no one bothered to get back.
I rang again on the 13th May to query why not on had gotten back and again had it reiterated that even thought they have seen the photos I provided that clearly show this is a manufacturing fault that because it was out of the 12 month warranty there is nothing they can do.
When I asked what the complaints process was to raise it further. The customer advisor advised there is no complaints team the complaint is simply raised to the person you speak to on their “help desk” who then resolves it how best they think. Which is basically using no common sense. I asked to raise this higher and was told they would send me an email with a ticket which I responded to but as of yet no one has bothered to respond. The customer service of this company does not seem to exist. A £60 toilet seat which has had minimal use by two people should last longer than 18 months! Very disappointed with the lack of customer service from Victorianplumbing! In addition I was told to leave a review on the product on their website which I tried to do three times. Each time I said it doesn’t recognise my order number which is the same one in the order email!!! Very suspicious, to me it seems the website is fixed not to accept negative product reviews.
Trustpilot appears to have numerous more accurate reviews about this company than this website.”
“It was a good experience, it was my first time buying over the internet too - a lady called Teresa from Victorian plumbing helped me to use the site - the shower tray I ordered came within the 7 days , it was packed well I thought, the advice was to check it all over within 48 hours which I did, no problems, is looks exactly like the photo of it on the website and quality and the weight of it was better than I expected, so all in all very happy and would buy from Victorian pplumbing again( and shop
On the internet again —help me!!!!!)
Wendy Pearse Plymouth”
“bought toilet,seat, cistern package.
..total disaster...
First delivery hopelessly packed, and broken
After delays, phone and emails, pictures, received replacement.
Not the unit pictured on website so not the one ordered.
More long telephone calls, non action by staff, until finally...
Representative arranges collection and after approval from her supervisor agreed refund of pre-discounted price, i.e. "compensation" of £10.
Refund still delayed and is short the promised £10.. more emails ....receive refusal to honour the promise.
Obviously this company often perform ok, but the test is what happens when something goes wrong.
After the waste of time ( 1 1/2 hours phone ) and weeks of delay, Ordered from Plumb****** who delivered fast, cheaper, with first class packing.
Victorian Plumbing... GO ELSEWHERE. They don't deserve your custom.”
