VictorianPlumbing.co.ukReviews 243

I ordered a Cube 500 x 1600mm Heated Towel Rail 4 weeks ago which clearly says it has a straight profile to it. When it came, it was lop sided / curved so I reported it as a fault. Despite my protestations that the item is lop sided (designed that way, by the looks of it), Victorian Plumbing are having none of it. I've sent pictures in ("it looks curved as you're stood at an angle", "its not flat on the floor"... are the responses.

Anyway, they said "as a matter of goodwill" they would come and collect it yesterday. Goodwill - you've picked and sent me the wrong product! Never mind. Point is, I had to take a day off work yesterday for them to collect. Their collection agent, UPS, called me at 9.44am to say they couldn't make the 1.00pm latest collection window. So I asked them to confirm when they could make it. They phoned back at 10.09am to say it would be just after 1.00pm. So, I popped out for a couple of hours. In the meantime, they turned up at 11.58am and I was out. Hopeless. Now Victorian Plumbing want me to stay in another day for another collection.

To be clear, this business picked and despatched the wrong product. They've dragged their feet in agreeing and then getting it collected. Their courier didn't show up on time. And now I must have another day off.

This business couldn't care less about their customers. They have treated me with absolute disdain. Shocking treatment. Steer clear, there's far better plumbing businesses out there.

Ordered a couple of toilet seats at the same time so we had a spare. On opening the packaging the product had a large dent in it which was not visible from the external packaging. When I contacted Victorian Plumbing customer services they told me that because I did not inspect it and advise them within 30 days that they would not do anything. So basically they think its my responsibility to review in 30 days and if I don't then they take no responsibility and expect me to accept damaged goods. This is completely contrary to my statutory rights where I have a right to goods of satisfactory quality which cannot be waived (sale of goods act). Luckily as a solicitor I know this. For anyone in same situation see the "which" website which provides the actual legal position which Victorian Plumbing seem to ignore.

Their customer service clearly has no idea about the law or good customer services and now I have to progress this with their complaints department and possible legal action.

Very disappointing for such a large company that have purchased from many times before. Never again.

Be warned.

Ordered £600+ worth of bathroom goods and paid £35 extra for them to be delivered on a particular day. I was let down and the goods turned up days later causing great inconvenience. Staff were quick to blame me before climbing down when faced with the facts. They also did not tell the truth about refunding my £35. After waiting in unacceptably long queues of up to 14 people, I gave up phoning and corresponded instead with countless emails which were replied to without staff reading them properly. Finally, weeks later, I am to receive my £35. It seems that this company does not care in the least about customer service and does not train its advisers to an acceptable level. As for their goods, Apollo2 vanity unit is badly made and damaged. All credit to my bathroom fitter who spent ages getting it to look half decent. Would never deal with this company again.

I ordered a shower item from this lot and it arrived missing a vital part, so i mailed them and surprise surprise no reply. So i sent the crap back to them and was told it was received broken so was unfit for resale... no credit not, no refund basically SOD OFF. DO NOT DEAL WITH THIS PACK OF TOSSERS

I have used Victorian plumbing numerous times over the years and also recommended them to my customers!
I ordered a shower screen on their website during the payment an error occurred and a message came up to try again later. I immediately went back and tried again, and everything was fine. 2 Days later two screens got delivered on ONE Pallet and over £600 deducted from my account (delivery was charged twice also).
I contacted VP and a gentleman informed me that he would send a courier for collection of the screen. Days later we had no collection so phoned again, the next gentleman said they would not be collecting the screen and the return would be at my own cost but out of good will they will refund £30 carriage on original order.
After numerous emails to the company and 3 weeks later they were due to collect today 3/4/18, at 16:00 hours I phoned asking where the courier had gone as my customer had informed me to say no collection had taken place. Now they have said it will actually be tomorrow even though I have a confirmation email saying collection on 3/4/18
So the time I have spent dealing with VP about this has gone into hours and my customer has had the screen in the garage blocking him putting the car in for 3 weeks.
My evidence-
*only one confirmation email saying the screen had been purchased
*Email proof of me and the customer being messed about
Seriously annoying things-
*Takes days for them to email back
*Each VP staff promise and tell you different things
*they have committed a dishonest act
Outcome-
Will never use this company again! I always buy goods online but never had this hassle before with any other company. Will be contacting my credit card company and getting them involved

Order processed fine. Delivery arrived of our new suite on checking the pan was smashed into shards and the wash basin cracked and marked. The packaging was poor (just a thin box) so perhaps not a surprise. The courier refused to take back the items saying we had to sign and go through returns. To date returns have involved multiple calls and long waits in phone ques only to be referred to a 'replacement team' who you then never hear from. The suite is currently taking up limited storage preventing us from moving house and has significantly delayed an already tight renovation project. This company should be wound up. Horrendous service and poor products.

The customer services is atrocious. We as customers spend our hard earned money and trust you to get it right.
Your ordering system is shocking... how you can expect someone to wait for all the items to be in simultaneously is the most stupid thing ive heard of. I ordered 15 items and 2-3 kept going from in stock to waiting so i ended up with 3 deliveries after complaining and withing over a month. Ive now received everything and turns out one thing was missing and the sink is wrong, im now fighting to get the right sink!
You have a section on your website "Customer first thinking"... i agree with the initial part of the statement, the website is good easy to navigate and use, however the post purchase is like ive paid a cowboy builder and never saw them again. You email someone and hear from them once, you call you get a 5 second window and they say just email us its easier... and you never hear from them again, you go onto the online chat and the person completely ignores your question and just logs off.

I will never use this company again, I will never recommend this company.

I get that a company like this doesnt so much work on repeat business and for you thats a dam good thing, but recommendations go a long way

Ordered everything from their site to build a new bathroom-- have another two to do later next year;; £6,500.00 later still waiting for deliveries 23 days later;
Some items delivered damaged, had to go through the process of sending pictures and hope that I will get something back as replacements;
Every time you call items are due in stock in 2-7 days must be on different time zone
Looking online to find a CEO or someone else that I can pass the pain but nothing so far they need to add minus stars or dog poo as that is all they deserve

We bought bathroom furniture to do our two bathrooms when it arrived the mirror was smashed, the large vanity unit was broken and the 2 toilets both leaked where they had been bodged up by manufacturers and sent out to us! And when we sent photos of the damaged things we had to wait over a week and a half for them to decide to send out replacements... would never use Victorian plumbing again as after service isnt good enough, when things arrive broken they should be replaced straight away also we have to get rid of the broken things to our expense! In 40years of doing plumbing Ive never come across a toilet that leaked within its actual moulding of the flush system...

Absolutely shambolic, at every turn they failed to resolve their error.

Ordered porcelain 300mm x 300mm tiles for the hallway at the beginning of September they sent 333mm x 333mm ceramic tiles, this was clearly labelled on the boxes they sent, I sent them the pictures to prove it. They then sent EXACTLY the same wrong tiles back to me again, and then, incredibly, they did it AGAIN... exactly the same WRONG tiles, not once, not twice, but THREE times. It is now the beginning of December, 3 months later and our hallway has not been tiled, I've had to take time out from work to receive their 2 x subsequent wrong orders and to send the original wrong order back, we've had to put off our tiler so he's lost work too, not to mention the numerous emails I've had to send to them as well as phone calls.

And to cap it all on the 9th November they emailed me to say they've discovered what the error was (wrong tiles stacked where the tiles I'd ordered should have been) and that they could now send me the all correct tiles after Nov 24th, I emailed them back to say that was acceptable... NOTHING HAPPENED... I've had to call them today to demand my money back (which they've had for more than 3 months now) and demand some compensation for all the time I have lost. They refused any compensation, offered me a hollow apology and said they will refund my money. No doubt they will make a hash of that too.

Absolute joke of a company. I ordered a batch of items from these guys, spending a fair amount of money with them.
One of the items didn't arrive, Victorian Plumbing washed their hands of it flat out refused to send a replacement. I had to chase and chase them for communication on what was happening with the investigation as I received no updates.
They offer competitive rates, but this comes at a cost. Dreadful, dreadful service.
Order from Drench instead, they supplied the rest of my items quickly and successfully and offered a fantastic service at really reasonable prices

For me, the mark of a good company is how they respond when things go wrong. On this basis Victorian Plumbing are appalling. I purchased two ceramic sinks with taps, however one of these was no longer required so I initiated a return.
As this was my fault I had to arrange and pay for the courier costs, which I accepted. I used a reputable courier, recommended by Victoria Plumbing, and ensured I had suffient insurance on the package.
The package was delivered on schedule and I received an email from Victoria Plumbing confirming receipt. However five days later I received an email informing me of a partial refund in respect of the taps but nothing about the sink. I immediately contacted Victoria Plumbing and was advised that the sink arrived badly damaged. This was the first I was aware of this. Additionally I was informed the sink had been disposed of. I later received an email with four photographs showing a damaged sink in a large box.
I contacted the courier to initiate a claim however part of the process required the courier to inspect the damaged goods and packaging, therefore they were unable to process the claim. I have tried to reason with Victoria Plumbing but they will not admit any culpability in this leaving me considerably out of pocket.
I cannot believe I took every precaution in returning these goods only for Victoria Plumbing to state they arrived damaged and they had to dispose of them without notifying me and leaving me with no alternative route to compensation via the courier.
I will never deal with this company again and I would urge you to think twice before using because the words 'good customer service' are absent from this companies Terms and Conditions.