VictorianPlumbing.co.ukReviews 243

I ordered a number of items from Victorian Plumbing. When the items arrived 1 was found to be very poor with cracked, splitting veneer. I contacted Victorian Plumbing to let them know, this is when the extremely poor service began. It has been nearly a month now & the faulty item has not been collected & I have not been fully reimbursed for the cost.
Victorian Plumbing seem reluctant to answer emails, do not turn up to collect returns on the day requested & generally do not seem interested in dealing with customers once they have your cash. Judging by the faulty unit I received their products also seem to be of poor quality.
Do yourself a favour & buy from someone else, it isn't worth the stress of dealing with a company like Victorian Plumbing.

Misleading practices. Although the 10 percent discount was clearly advertised on the page for customers purchasing from outside the UK, the reduction was not applied on the final invoice. Furthermore, during Black Friday, none of the discounts displayed across the website were actually honored. This is both unprofessional and disappointing. As property developers who place significant value on reliability, we will not be returning to this store.

I bought an electric bathroom wall heater and the element went within 15 months. They replaced it for free. It has gone again after 15 months and they have refused to replace it claiming that it is out of warranty. Each time I have had to employ an electrician to install it so the whole exercise has cost me nearly £200 in call-out charges. They claimed I could not expect the element to last more than 12 months.
What a shoddy service, shoddy company and shoddy product.

I completely echo all the warnings to keep away from this terrible compnay.

Here's my experience - if it keeps one other person from falling into the trap it is worth the sharing

Without Prejudice - save as to use for legal action and social media or related onward communication
On the 27th September 2024, almost FOUR MONTHS ago, you took £239.89 of my money when I ordered the below product from you with you then proceeding to send me the wrong item.
Ever since then I have hardly heard from you, and I have received no refund and compensation.
I am due, at the very least, an ex gratia amount for the time that you have taken and the inconvenience and activity that you have visited upon me, plus interest on the sum I paid you that you have had the use of.
You have seven days (deadline: 24th January 2025) to recompense me in full for the item + ex gratia payment + interest. If you miss this deadline I will:
Commence legal action
Apply direct to the Small Claims Court
Actively post on review and social media sites and accounts that reference you or are your own.

I finally got a refund at the end of last week. Their reply to not compensating me was:

"I'm very sorry for the delay in you receiving your refund and any inconvenience that may have been caused. Looking at your order I can see your refund has been actioned in full. I'm afraid compensation is not something we offer as a business and is not something I am able to offer."

They know from my messages that this is not good enouygh and I am now pressing on to legal action and full sharing and campaigning against them.

If it helps anyone else here is the email address for their MD:
*******@victorianplumbing.co.uk

I had an incredibly frustrating experience with Victorian Plumbing, and I can't recommend them. I placed my order on 07 October with an expected delivery date of 17 October. However, at no point before the 17th did anyone contact me to say there would be a delay. Instead, on the promised delivery date, I logged into their website to find a note stating there was a delay with my order, with no further information or any communication from their side. I found it disappointing that nobody emailed or called to let me know but I had to manually check the status.
When I reached out to customer service, they admitted the delay was entirely their fault, explaining that they were "going through quite a difficult time in our warehouse (we are moving warehouses)." They also confirmed that all my items were in stock but still couldn't give me any estimate of when they'd be delivered. Given the fact that the delay wasn't due to unforeseen circumstances but rather poor warehouse move management, I requested complimentary express delivery to make up for the inconvenience. Surprisingly, they refused, citing "administrative issues." However, when I offered to pay for express delivery myself, suddenly it was possible—how is that not an administrative issue when paid for?
To make matters worse, when the items finally arrived two days later, the driver refused to wait while I checked the products. Sure enough, the shower tray was chipped, requiring a replacement and causing another two-day delay.
Through this experience I found Victorian Plumbing to be very disorganised, and has little to none accountability for their errors. I won't be using them again.

Bought a bath, it leaked. Had to call in a plumber who only charged £60 to fix the waste but as I don't have photographic evidence (plumber threw the faulty part away) Victorian Plumbing not interested.
Terrible customer service.

I ordered multiple furniture items, only to receive them all damaged. This forced me to replace them, causing significant delays in my construction project as my builder had already planned around the original delivery. Despite multiple replacements, the issues persisted, with a faulty shower tray being the final straw. Instead of adequately compensating for the faulty items, the company offered a mere £50 refund, far below the actual cost. I strongly advise potential customers to avoid this place to prevent encountering similar frustrations and setbacks.

If I could give them no stars I would.
I ordered an aurora stone quadrant shower tray with riser kit - the first order arrived with the shower tray totally missing - so I contacted customer service via chat as there is no telephone number to contact them on ( and now I understand why)
After talking to customer services - sending various pictures in of what had been delivered the customer service rep Nick was his name ordered the replacement shower tray or so we thought. Anyway today the 'aurora ' shower tray was delivered but in actual fact it was the pearlstone shower tray. I immediately went onto chat sending in proof of my order - the invoice note - email received from them etc saying that the wrong item had been delivered. We chatted online to a person called Nat Wilding who asked for proof our order and pictures of what had been received. I kindly did as he asked and he told me that they were the right parts and what we had ordered. They were not the name and part number was incorrect and the shower tray would not fit as it was wrong. No matter what we said or proved he was adamant and argumentative and not once apologised or even tried to correct their mistake. It got to the point where I sent over about 12 pictures of the order we made and paid for but he was having none of it at all. In their website it clearly shows the aurora model and the pearlstone model - and no matter what I said he just kept saying the order that they had sent was right and that was what I ordered. Let me tell you it most definitely was not and I will attach pictures of the order, receipt and email of what I ordered and paid for. Now we are stuck with a shower tray that we did not order that they replaced incorrectly from their initial $#*! up of omitting the shower tray from our initial order. Their customer service is non existent - their website is false advertising as you do not get what you order and pay for - staff it's rude ignorant and thick with no common sense - the whole company is a joke and should be avoided at all costs.
The customer service rep was condescending and all in all Victorian plumbing are a company that you should avoid at all costs. Trust pilot is full of reviews that I doubt are trustworthy and true.

They refused to accept my return and would not refund. The corner shower caddy which was advertised as a strong suction caddy not requiring drilling and screws did not work. It wouldn't stick. So. Sent it back expecting a refund as something that didn't deliver on its promise. But no! They have refused a refund. They sent me very blurred photos of the shower caddy. There was no clear evidence of any damageThe box I sent it in was perfect even in the photos so how had the damage occurred? The return was made within minutes of discovering that it didn't work.
This is very u trustworthy company. Do NOT buy from them.

Victoria plumbing is a rubbish company. One really struggle to get goods returned and when you finally do they don't refund money. It is appalling. They are not interested in any goodwill factor maybe because they are so big they can afford to 'burn' customers.
We wouldn't use them again and recommend to the public to avoid them like the plague. An ugly company who don't 'give a continental' about their customers.

Arezzo shower unit. The thermostat and check valves arrived faulty. Spent lots of money on plumbers to diagnose it - but Victoria plumbing are
Ignoring my request for replacements parts. £2,500+ of bathroom produces ordered and zero customer service.

Never would buy again. Bought a bathroom. Shower fitted into tiling. Shower head broke - NOTHING else fits as they are totally non standard sizes. Faced with breaking tiles and replacing the whole thing.

I have items delivered via pallet that need returning. Victorian Plumbing will not, under any circumstances, assist with returning the items. This leaves the consumer searching online for a pallet delivery company, some of which refuse to deliver to Victorian Plumbing because their returns logistics are so bad. Their competitors offer a cohesive returns process. If you think you may need to return something, save yourself the headache and avoid Victorian Plumbing.

Don't use, a scam artists as. They drop fault products and don't care.
Bought a product and they sold me a faulty one. After weeks of chat, they just did not want to admit it is faulty and stuck with a product i can't return. Be very carefull with these guys, there products and quality of products is gone down the drain. Can't trust them

Items in the same collection, do not match! Beware!
Delivery service is appalling
Customer service is good, until you part with your money.
Quality of goods is mixed

Their 'Arezzo' items do not match in colour or material. When I complained, they said it's not their problem, they order the pre-made items in from lots of different companies, market it as the same collection, then ship it off to you, denying having any responsibility for what they sell. Some items in their brass are bright gold metal, some a softer gold colour metal, others a brushed gold plastic. So beware if you want a matching bathroom.

The delivery service is appalling. Victorian Plumbing claims the delivery drivers will wait for you to check over the items, but they just dumped them off the lorry into the middle of a communal carpark and pretty literally, ran off, despite us having a garage they could have loaded into. The order was in a wooden frame and pallet, higher than the ceiling of a standard garage, so the whole order had to be dismantled in the carpark to store, and bathroom units are not light or easy to move, so if you are not able to lift very heavy items on your own, beware, as they are prepared to leave it in a dangerous place.

Customer service is good…until you've parted with your money. When placing an order, they will reply quickly and their customer service representatives are helpful. As soon as you have any problem with your order, they put you in contact with their most frustrating members of staff who pretend not to grasp very simple things. With our complaint, as we had fitted the items, they said they would not do anything at all, which I understand. Our main gripe was getting them to accept responsibility and produce a disclaimer that items may not match, so other customers are not in the same situation. Also, once you have ordered fixtures and fittings and arranged a whole new bathroom to be fitted, it's not as simple as sending the item back once for a refund while the project is ongoing, as that still means you would have to attempt to source a better matching from another company. Our bathroom order with the company was to a value well over £3,000 and they offered us £20 purely 'as a goodwill gesture,' but still denied it was their duty to check collections match. Not sure how £20 can make your all your taps, flushes, towels rails, hooks, plugs all suddenly bathroom match!

Some items we are very happy with the price and quality, just a shame you cannot rely on an online retailer in what they are selling. Tread with caution if you order from them!

Was advertised as a 5 year warranty. Started to rust inside the warranty time. Manufacturer stated the bathroom radiator should be constantly wiped totally dry! The breakdown of the coating, they say, is down to moisture (in a bathroom!) Refused to replace or refund...as did Victoria Plumbing. Second time they have refused to refund or replace. A bathroom cabinet was damaged when opened but because it was signed for before opening...refused to replace. Won't use again.

So i bought a freestanding bath tap and a basin mixer from Victorian Plumbing for almost £600 in the aggregate. Same range and both became faulty in under two months of use. Victorian Plumbing accepted responsibility as a product defect- but due to the fault and nothing else in their range being suitable for the style, i asked them to reimburse the monies spent and cover reinstallation costs. The latter was challenged but they asked for an invoice and i provided this to them. I'm now nearly a month down the line and they are not responding - even on the reimbursement and even after admitting fault. Their non-response has now got so bad i'm left with no alternative but to pursue a credit charge card back claim due to their utterly terrible customer service.

All in all a terrible experience with appalling customer service. I originally logged the fault over two months ago with no resolution to date. Avoid at all costs.

UPDATE (AS AT 28 SEPTEMBER 2022): I'm still awaiting resolution of this (five onths now). The answer below from the customer services person simply puts back the process - they email and then leave you to stew for 4 weeks at a time, ask for more information and then do the same thing. It's a process designed to drag out the issue so it is dropped - which is frankly awful.

Ordered items for a bathroom renovation, toilet arrived smashed to pieces, it took Victorian Plumbing 3 weeks and a lot of chasing from me to send out a replacement and I was left to dispose of the damaged item myself.
Other items I ordered were such poor quality my plumber refused to fit them. They make it almost impossible to do a return, which you have to organise yourself, which for large items is extremely difficult. Asked customer service for some guidance they repeatedly send me a copy and paste of the return instructions which are useless. Asked them to provide me with dimensions and weights of items so I can organise a return, which they will have in their system, they refused to provide me with them.
Customer service take days on end to reply, if they even bother.
Awful experience, which has set my project back a month and has seriously inconvenienced me, still struggle to return the items.

I am very disappointed in Victorian Plumbing's customer service. We bought a product based on the information provided on their website; one of which states the product has a guarantee of 5 years. The product became faulty and defective within the 5 years yet Victorian Plumbing are not offering any compensation due to the manufacturer of the product going into administration. This is not our problem and is a business risk that lies solely with Victorian Plumbing.

We have 3 bathrooms and a shower room that have all needed replacing after a year
Utterly disgusting and rubbish quality
Do your research before buying
The reviews are all fake