VictorianPlumbing.co.ukReviews 243

Over a month waiting to receive a response from customer service after raising the issue of a missing piece of my shower tray and still waiting. Incredibly lack of communication from customer service.
I feel completely taken for granted...

Shockingly bad customer service, if you can call it that. Short shipped a wall panel, didn't provide a phone number to call on and when you email they don't bother getting back to you for days on end. Utterly rubbish - go to Screwfix!

UK's largest online bathroom retailer - Victorian Plumbing. Well, my experience isn't one of those 4* unfortunately. Somebody recommended them as they deliver pretty fast, not in my case.
First of all, upon placing the order I find out that express or any 'speedy' delivery isn't an option for me even though it advertises as next day delivery, which I understand, living in Highlands there is no 'next day' delivery option. That's fine. When I asked member of customer managing team (oh don't you try to ring them, its just simply impossible to talk to anybody over the phone which is frustrating!) when I could expect delivery to arrive or pay extra for sooner delivery they can't help or provide with any information whatsoever about this - delivery between 2 to 10 working days,that's it.
Secondly, as largest UK's retailer communication is just simply not there. A customer service member rang after I placed the order and informed me they only have 3 boxes of tiles I need, the rest will arrive at later date but hey, we can now pay extra for express delivery for those tiles they have available, so we did. Now there is an express delivery option to my postal address? Great I thought! Or perhaps I shouldn't have been that excited as yet. Looks like they might be confused. Anyways 3 days later order hasn't arrived. I'm thinking: ''what's going on? Let's get in touch with another member through chat option '' which by the way isn't great. It keeps on disconnecting so you find yourself explaining the same thing over and over again to different people. I got there finally only to find out my order isn't arriving! Why? Well, they only have 1 box of the tiles! Not even 3!
I mean, come on! The largest retailer? 1 box of tiles? And that isn't arriving either I was told. So so disappointed and frustrated with the chat people who can't or don't want to help. You ask for order number but can't you find it if I give you my details? Don't ask me to look it up in my emails! I don't want to be disconnected again! Please do your jobs and help those customers as the chat thing isn't working! Especially when you have busy life and can't keep your phone going into sleep mode so you can stay connected! Let's not mention the builder who is waiting for the tiles to arrive before he's off for another job.
Doesn't look like I will be choosing this company again. 1 off experience. Thank you.

A long saga but the short version is:-
Placed an Order 23 March for a Monza Bi-Fold shower door but didn't select the premium tax option of an extra circa £30.00 for 2 day delivery, instead rolled with 2 to 10 days.
10 days came and went - no door, chases got me nowhere until way after that delivery period had gone I got an apology (but still no door)
Door fitted and has been checked and triple checked by myself and another person confirming installation instructions followed to a tee - yet the damn thing doesn't work!
It is in fact dangerous as agreed by one of the few call backs I've had - you get trapped inside the shower and a small child has zero chance of getting out.
23 April they were advised and have basically fobbed me off for the last two and a half weeks saying their "resolutions team are looking into it".

If you can use another supplier please do - I'm now using every media platform I can to spread the message as clearly this company have no intention of resolving the matter

Impossible to contact this company, no contact number, no reply to emails, absolutely impossible to process a refund or even get your money back. Do not order from this company. It is a waste of time, effort and money. Overall disgusting service

I have several issues with them, as i had made 2 different orders after each other (products are related to each other), so, first I received smashed sink, then they sent replacement after a few weeks, in first order i have canceled one item from total 4 items, so they have canceled my entire order, then they re ordered again without the canceled item, and they charged me additional £40 pound to deliver it within 3-4 days, but also they never refund the money (£150) for the cancelled item, and they provide me the transaction reference for their refund, which is not true, their accounts made refund and then they cancelled on same time! Then from the second order which was include toilet flushing system, this system delivered without supplying the flex vaccum pipes (air hoses), and for weeks of emails and live chat, they never solved this issue, as it was missing from the order and we cannot complete the setup and use the toilet.

Where to start, waited for delivery and eventually after emails being ignored contacted them through live chat, told we haven't got your phone number so can't deliver so gave phone number. Nothing, eventually contacted the delivery company who sent it the next day only to be told they don't need a phone number.
Parts missing so got back in contact, can you send us pictures of the parts you don't have! Um no. Parts sent after weeks, wrong parts, back in contact, no correct parts sent, back in contact, we can't deliver themwe don't have a phone number, months and on it goes, never ever shop with this company

They are scammers who do not get back to you and will not provide a refund. They even write fake responses on review sites.

Not recommend to use Victoria Plumbing. Payed extra for specific day delivery. The delivery never showed up and they marked as delivered. When I contact costumer service they said the driver marked as damaged and send back. Disgusting and horrible costumerservice. They using your money and they just saying we apologise. We not talking about £2...

I sent back 3 identical unused items which I sent back in accordance with their policy.

I then receive (like many others here!) an email saying we're sorry but the item you've sent back is damaged - which is rubbish!

Phots sent are not the items I returned. And 1 is missing.

I cannot get through to anyone. It cost me £15 to send back perfectly good items which cost £110. I thought hey ho I've lost the £15, but they are refusing to give me anything back and they will keep my items to "dispose" if the delivery company doesn't want to see them….

I can't claim under the delivery company, as it would be fraudulent- which is what Victorian plumbing are trying to do to me.

Overall I spent a lot of money with them, I will never ever buy anything from them again.

Scam of a company.

We bought through Victorian plumbing due to the 5 star review sign on their website. We trusted them due to this. Getting a plumber for a small job is a nightmare so when we got a cancellation appointment for Friday we went straight online to buy the basins and taps we bought these on Tuesday and paid next day delivery. On Thursday I went to their website to get an update as we were told the products would be here today. I was told - they won't be there today. I explained i had organised and paid a plumber to come. The attendant kept quoting their terms and conditions that say customers should never schedule a plumber until items arrive as they can't guarantee delivery. Why offer next day delivery then? I explained the urgency of this matter as we are pregnant and spent a lot of money we don't have to get these products/plumber as our basin is cracked and unusable. She said if we hadn't paid on finance agreement then they would have given us money back as a goodwill gesture. We are now unsure when the product will arrive and unable to pay another plumber. This company have the WORST customer service I have ever experienced. They don't care to find a solution or offer support. They only quote their T&Cs which I didn't see when buying. Their website doesn't ask you to agree to T&Cs at purchase. Who knows what is in them? How can you quote T&Cs to not support a customer when they were never asked to agree to T&Cs? And worse to be discriminated on for dividing the payment. Disgusting company and zero customer service

I returned unwanted items & they're saying item's missing & damaged packaging but sink arrived in damaged box & flush plate was included with returned cistern!
Also we couldn't find a vanity to fit sink!

Toilet and cistern delivered smashed into multiple pieces. Paid £224.79 for it (including a pan connector) Contacted customer services and asked for a refund as I couldn't wait another couple of weeks for a replacement. After 5 days I was told via email that my refund would be £143.97. Asked why it wasn't the full amount multiple times but not had any response. Also asked when the pallet of broken pieces would be collected but again no reply. I am over £80 out of pocket and stuck with a pallet of crap that I will have to dispose of. There is no phone number on the website or on any emails or documents. Terrible customer service. Avoid at all costs

I only wish I had read the reviews! Had a toilet installed, 4 weeks later it was leaking and our plumber discovered holes in the toilet. As mentioned there is no telephone line and you have to wait for someone to reply to your query, very inefficient. Eventually received a reply and asked about the cost of having this re-installed and was referred to the terms and conditions. I am only fortunate the toilet was on the ground floor and that the plumber only asked for a donation to his sons charity swim instead of charging us again. I can't image what would have happened had this been in a bathroom. Avoid this company at all costs, maybe cheaper, but if something goes wrong they will replace the items but you have no claim for additional costs. Very bad experience

Absolute joke of a company who sell faulty and cheap products that are not fit for purpose.
We purchased a bathroom suite from them just under 3 years ago and have had nothing but trouble with all the taps that however many times you replace the cartridges or entire taps they still drip again after a few months. All taps (basin & bath) have now been replaced. 3 plumber visits and also changed cartridges myself, no drips for 2 days and now the shower is dripping through new bath taps. It's not possible to speak to a real person, all complaints are handled by email, they just keep sending out replacements that also don't work.
Also had two toilet seats that don't fit properly and just end up breaking.
Awful company and joke products, AVOID!

I purchased a vanity unit from them. Delivery came and the delivery company called to confirm post code, was told to contact Victoria plum but you can't get through to them, just a automated service that had nothing to do with my problems.
Tried the phone number I found online that had 2 options but every time I pressed one of them I was told I had made the wrong choice.

Terrible customer service!
They sell items they do not have, and take your money without giving a delivery date!

The will not send you any updates either after your order!
You have no power once you've paid for the product which they pretended to have.
All they need to do is just post a picture of a product on their website and you pay believing they do!
Once you've paid you are at their mercy, you can't do anything apart from email them.
They remain totally in the driving seat and you as a customer have no power at all.
I spent precious time chasing them up today for my order but got no joy, I asked online chat where is my order it's been over three weeks they said we don't know, it's not in stock,
I asked when can I receive my order, they said we don't know.
I asked for a refund and they said we will request a refund for you,
I asked when, they don't know they stated.
I asked can I have a confirmation email stating my refund is being processed, they said no but we can send you a transcript of the chat!
No telephone support either so you will never be able to speak to anyone (which is a big warning sign) so be warned.
Their on line chat is not fit for purpose!
How could I've been so stupid!
Lesson learned!

Bloody headache with everything that is bought from this store. Cheap materials and no contact number.