VictorianPlumbing.co.ukReviews 243

I have been trying to get a faulty toilet seat resolved for 3 weeks, despite sending photos of fault and several emails, plus telephone call where I had to wait 25 mins to speak to customer service, despite been reassured I would receive resolution by email the same day, I am still awaiting a reply, 2 days later! The toilet seat is only 8 weeks old and cost nearly £60. Not cheap for a toilet seat but was happy to pay for quality as it turns out it was a waste of money. I am so annoyed that VP will not resolve my problem. I will not recommend this company to anyone and when I revamp my bathroom in the new year I won't be purchasing from VP! Carole Waters, Buxton, Derbyshire

Disgraceful, offered free delivery over £500 then charged me £125, despite me living in Mainland UK, with 4 day delivery. Ordered 20 11 16, and on the 23rd they told me it would be 4 days, I have this in writing. This should be 4 days, so the 27th, but allowing for 4 working days this is the 29th. I have taken today off for the delivery, and the plumber is coming tonight and tomorrow to fit. VP now tell me its 01 or 02 December delivery. Disgraceful antics, poor customer serivce, not helpful on phone or email or facebook. I have a day wasted and now will have to pay joiner and plumber for booking them but no show of equipment. I have 2 people here to help me take delivery who I have to pay, we are not around Thursday or Friday

All seems great on the TV ad and the website with quality goods at great prices... and if there are no issues with your order that may be great.

Fristly, the shower trap and pipe supplied would not fit together due to a non standard fitting. I rang expecting to receive help but was instead told it was my fault as they did not specifically say on their site that they did fit! I asked for advice on what i needed to buy to make them fit and was told "We are not a plumbers & cannot help". I was then told that i could have ordered it with an adaptor fitting for the same price but failed to do so!

Eventually and after pointing out my right to have a product that is "fit for purpose" and an extended debate about a trap where i cant source a fitting to fit to it is fit for purpose or not I was told a replacement would be sent and would arrive in the next day or 2 as a gesture of goodwill! It was a week before it arrived and I had to buy another elsewhere to get on with the job. Just as well as when the replacement arrived it was identical to the first one and equally useless!

Then when i went to fit the shower enclosure there were missing parts. Firstly the support bar for the side section was missing and also there was no way to fit the side panel to the door trim. Furthermore the instructions which were mainly pictures with a few words of broken English (e.g. "step 3: fixxed the fixxed glass" and "begin to install the seals, then all is okay, pls fix the aluminium") were not for a rectangular enclosure but rather for a recessed door as were the fitting supplied. I rang them to query and was told i had to send photos (of the missing part?) and the packaging. Luckily i still had the packaging as the representative told me that they would otherwise do nothing (clearly a breach of the consumer goods act).

Today (5 days later) I chased and it seems nothing has been progressed. They have still not had any answers from the manufacturer (Victoria Plumbing do not appear to have any product knowledge and can only answer queries by referring back to the manufacturer). Each time i ring there are between 8 and 17 customers in the queue (read into that what you wish). Most staff are not properly educated in the law of the land and many have no concept of customer service. Today i spoke to one who was and she understood my frustration!

This has been an awful experience. I am now at the point of going to Homebase, buying a new screen from a reputable dealer and sending this one back as it is not fit for purpose. I am not expecting that to be an easy thing to achieve either!

Using this company has caused significant delays to the project, caused a great deal of frustration and wasted hours on phone calls and sitting in queues to be "fobbed off".

You make your own choice but I wont be using or recommending them ever again whatever discounted prices they offer.

When I ordered a shower enclosure item i was told it would be a pallet delivery. However the shower enclosure was delivered in a secure cardboard box (which was more than adequate protection) but attached to a pallet and a huge wooden a-frame construction around it. The delivery driver informed me that they only deliver to the curb and leave the pallet, wooden A-frame and all plastic wrapping with us. The entire parcel wouldn't fit in my property which abuts the road and hence I now have to hire a van to get rid of the huge wooden A-frame and pallet (which is currently taking up the entire pavement outside my property). This is completely ludicrous - the cost to victorian pumbing to construct the A-frame, buy the pallet - all to be dumped with me and let alone the effect of the excess waste on the environment. Overall this has turned into a very costly purchase. Upon telephone Victorian Plumbing I have been informed that it is my responsibility to dispose of the entire packaging and the customer service rep suggested breaking it all up and burning it in a chiminea (of which I don't have one!).

I bought a bathroom suite and the bath was damaged. I could not inspect it as I had no room in my small flat to unpack it not could I lift the bath to inspect it. Victorian Plumbing have been slow, unhelpful and are blaming me for not inspecting it on delivery. Their customer after care is a disgrace and the time to respond is shockingly slow! I would NEVER recommend anyone use them and will never buy from them again. The goods are poorly packed, badly shipped and I had to pay £50 just to have it take from the street to my flat. The price you see is full of hidden extras that push the total cost up. My advise - look around at other suppliers.

Ordered a bathroom suite on the 29th of March and now more than 2 months later (6th June) still have not had delivered all the pieces of the suite.
Firstly putting together the order for delivery took more than 3 weeks when 5 days were quoted.
Secondly emails to work out where on earth the goods were weren't answered for more than 14 days, appalling customer service.
Thirdly despite letting them know about accessability difficulties (a country lane) they still sent the goods on a huge lorry which then predictably couldn't reach me, wasting a whole day I had booked off to be in to receive it.
Fourthly when they delivered the suite one box contained a broken item (which I later discovered was an incorrect item- a duplicate of the toilet, meaning they'd completely left out the sink I'd paid for from the order).
Fifthly they delivered the wrong item (again) in replacement.
Sixthly they made promises to deliver the missing sink on a next day delivery to correct their error... but didnt, we're 5 days and counting now
Seventhly they then decided without discussion with me that they wanted to collect the incorrect item first, only then would send out the sink I had already paid for on another day, meaning they would waste 2 full days of my time (AGAIN) with no guarantee of when I would receive the sink. This is a sink I had paid for, it was my property, which they were holding ransom until I'd obliged them with the collection of their incorrect item. It couldn't be done simultaneously with incorrect item replaced with correct item because apparently theft of paid for property of their customers is "company policy" when covering up their mistakes and grossly inconveniencing customers.

We were renovating our flat. We bought a sink from Victorian plumbing. The first order arrived on time, but it was the wrong sink and didn't match our order. No problem right? But with Victorian plumbing this is a huge problem. They won't dispatch the correct item until they collect and inspect the first item. This process took two weeks! "No exceptions" they told us on the phone. Never mind the fact that our builders are waiting and their mistake is impacting our schedule: not even an apology or a discount. So the second sink arrives 5 days later than we were told, so more time off work to receive it... we have to be there for half the day waiting, for the third time now (also had to wait in for then to collect the incorrect order). They sent exactly the same, wrong sink! We email them and we get an auto reply stating that they are 'unusually busy' and they will aim to reply in 3-5 working days. We have never waited less than 40 mins to speak to someone on the phone. So what now? This is costing us money in our builder's time, let alone the hours we have already spent to get precisely nowhere.

This is one of those companies that has such bad customer service, that you wonder how it is that they are still in business. If my company treated customers this way, we wouldn't have any. I will never buy from them again, and I encourage you to avoid them.

Still waiting for my delivery 10 days after I placed the order. All products were showing as "in stock" but according to Customer Services this isn't always true as they do sales from a showroom and over the phone so your products could be sold while you are placing your order. After I had placed my order I received an email to confirm everything was in stock and a courier would contact me in the next 2-5 days. This didn't happen so I phoned Victorian Plumbing and was number 20 in the line of other complainers. After about 30-45 minutes I finally got through to be told that it had shipped and would be delivered today. Well guess what - still waiting and it's now 23:14. What a joke, let's hope their products aren't as shoddy as their customer service. (That's assuming they ever arrive)

Certainly the worst customer service I've experienced. On hold for half an hour to be informed they would not help or even advise on basic details missing from their own product listings. No instructions provided for any ordered products. Delivery driver did not speak any English so apparently could not assist with my initial queries. No response to two very basic customer service emails from over two weeks ago.
My advice therefore is to avoid at all costs. Plenty of other online bathroom providers out there which I now understand do actually provide the customer service you'd expect after placing a high value order. Shocking really, not sure how they're getting away with it!?!

Update. Two replacement screens arrived today. No notice that they were coming so had a 20 mile round trip to take delivery. I insisted that the delivery man wait until I unwrapped the screens. One had a defect so I wrote comments on the delivery slip. I have now asked for a refund for one of the screens as I am not prepared to wait any longer... it took them 3 months to send these replacements. I am still waiting for a reply to my seventh request on the two end bath panels. Watch this space.

Appalling customer service after their mistake

We bought a toilet pan with matching toilet seat (or so we thought) together with other items from this company. It arrived in June but our contractor was not starting work on the cloakroom til last week. Although we checked that nothing appeared damaged or broken it did not occur to us to check that the seat was the right one and that it would fit - which of course it did not. We ordered a d-shaped top fitting soft close seat and what we got was a cheap and nasty one with the wrong fitting, and which did not even fit over the hole. As soon as this was discovered first thing yesterday I rang VP, had to wait 15 mins at my expense to talk to someone, who asked me to email a photo - which I did. I expalined it was urgent and as I heard nothing by mid-afternoon I "live chatted" with another rep who said he would look out the email and get back to me - again nothing. I rang at lunchtime today, spoke to another rep who after putting me on hold for a while came back to me to say they would do nothing as it was more than 14 days since they delivered and I should have checked previously. Disgraceful - both in the lack of customer service for their mistake (and they have the correct one in stock - I checked) and the lack of courtesy by not replying. If this is how they treat customers, and I cannot be the first, they do not deserve to have any. I assume they rely on the fact that their company name is almost Victoria Plumb (another cheap ploy) and hope to garner some of that firm's reputation. Would not buy from them again under ANY circumstances.