VictorianPlumbing.co.ukReviews 243

I bought several items from VP (totaling £1,434.56). Unfortunately the radiators and toilet were not suitable so I arranged a return at my own cost (UPS charged £127.57) but I thought this was worth spending to recoup the £819.75 of non suitable goods. However VP only refunded £150.90 stating the goods were damaged. The radiators made up the bulk of the non paid refund and VP claimed that the unopened items made from steel that were returned in their original packaging were non salable and no refund would be given. They supplied photos of the radiator on concrete floor in their warehouse and I struggled to see any damage apart from the lack of care taken to open and inspect the items. I sent their 'evidence' to the courier to make a claim and they responded on the day to say more info, better images and an inspection of the items might be needed. All of this information has been passed onto VP and no one has responded - I am contacting them daily without any response. All items were returned to VP in their original boxes (which were only opened to insert the return slip). In addition to this, UPS are now investigating the claim and found that the items were heavier than I had booked and are charging me an additional £56.27. This is very frustrating as I used the weights provided on VP's website to booked the courier. I even added a few kgs to be on the safe side but the shipment was 25kgs over! I raised this with VP immediately to check the weights as I have a few days to appeal the charge and again they are not responding. Both issues are being ignored and I have advised them on more than one occasion that I need to resolve these issues promptly as I am heavily pregnant and expecting within days but. They don't seem to care that I am now £852.69 out of pocket and would have been financially better off giving the items away for free.

If VP are willing to investigate, respond and come to a reasonable resolution I would be willing to amend my feedback but based on the customer service experience so far it's been extremely stressful and difficult.

My experience with Victorian Plumbing has been very bad. Poor communication throughout. Management are incapable of dealing with issues, and even worse at trying to put things right. The couriers they have selected to deliver their items are late, incompetent and rude. I am 6 months pregnant, they left over £800 worth of stuff just on the side of the main road for me to collect myself (including large items like a toilet, shower screen, towel radiator). The delivery person was rude and discriminatory towards me, left me in tears. Two items arrived damaged, the replacements arrived a week later despite being told they would be next day delivery. The couriers then messaged to say delivery would be between 7-9pm, I live alone and cannot carry a basin into my house due to how pregnant I am, spent all day trying to get hold of someone, apparently they couldn't get in touch with their delivery driver... brilliant! Would not use them again, terrible complaints procedure leaving you nowhere to go, and all they offer is lip service, no form of compensation, or incentive to use them again (i. E. vouchers for the future). Will not recommend.

A month ago paid for a Newark 760mm x 900mm shower package (Enclosure, tray and fast flow shower waste. After two weeks of no delivery managed to contact customer service and a-week later received delivery of the shower tray and fast flow shower waste. Still no delivery of the shower enclosure. No update from them. Can't get in touch with them in order to enable me to speak to a person from customer service. All you can get is send an email which very often they don't reply to. It's so frustrating. Why did they send part of the order? When the enclosure wasn't available and told me the enclosure will be in between 25/8/21 and 31/8/21 now according to their website it's not available until 12/9/21? It's unbelievable because if the full order wasn't available they ought to have cancel my order and refund my account. VP should arrange collection of their part-items ASAP

Faulty products and no help from customer service. I sent photos and head nothing back.

Shower tray has a big crack in it.

Sent them a lot of emails but they don't reply.

Avoid, find a company with better quality items.

Don't waste your time. They sell cheap quality items, when you try and return them you have to deal with the team of "computer says no" "experts" who know nothing about the products they are selling or really understand what they are reading down the phone from their script.

Having spent £4k on bathroom items 40 days later I am still waiting for this delivery to be made, yes 1 item out of 23 turned up two days later but the balance is still due and I simply cannot get any answers. They just send a
"We've included some answers and support that we think might help whilst you wait. If you're happy to close your request after reading, please click Yes, close my request"
I have replied, I have gone on to chat and been cut off what can I do, if the was a level below 1 Star I would award it.
I WILL NOT USE THIS COMPANY AGAIN> LEARN FROM MY MISTAKE

Ordered a shower door from Victoria Plumbing. Discovered it was faulty the day it arrived. E-mailed repeatedly for the passed two weeks for assistance. Apart from several 'unique reference numbers' I haven't had any help.
There is no contact number you can call for help. Currently have no shower just a shower door that doesn't close and apparently I have to pay for returning it. Won't be buying anything form Victoria Plumbing in the future..

VP suppied a tap set with missing parts. I have raise a query and sent emails with the details 3 times and still had NO response other than requests to send the same information again. THIS IS NOT ACCEPTABLE CUSTOMER SERVICE. Use them at your own risk..

Once you buy and it's delivered that is the end of the service
We have a problem with a high level toilet Tried to contact, we was give our very own number related to our prob that's as far as it got we are now 10 days on We realise we was talking to a computer

Bought a cloakroom basin from Victorian plumbing on the 2nd April 2021. Faulty, the outlet flange was far from flat. They are asking for pictures all the time, which I've sent. No one seems to see what the problem is, I have had e mails from four different people. They are clearly stalling and hoping I'll give up and go away. They have now said they are sending a replacement after a whole month. This is disgusting customer service, and I will avoid using them again, and tell all my friends the same.

Missing parts in my order that they won't replace as over 30 days! Terrible service and poor communication

Not a good service!
We ordered a towel warmer and recieved an email saying it was dispatched. It is 8 days now but not here yet. I chased them yesterday. They took my number to call back with an update and still have not. Not impressed.

After fitting the Cove bathroom suite (they didn't add my review to the website), you notice it's pretty poor quality.
Https :// www.victorianplumbing. Co. Uk/cove-complete-bathroom-suite#pnlCustReview
The holes on the cupboard doors don't match. The bath looks like it was formed over a fun house mirror. The toilet seat is so flimsy that it's bendy.
The worst part is the noisy taps. 60db when half running. You can't use them at night. After many attempts of explaining, videos and evidence - "they passed quality control, so they are fine".
I ended up buying new taps and sending the VP ones back. They denied receiving them, and won't refund me.
I tried to replace the toilet seat. VP offered a £12 replacement (another cheap piece of rubbish) or a refund £25. Turns out, the toilet seat is a rare size, and you can't buy replacements easily. Guess I'll have to buy another toilet pan.

I wish I could forget even knowing about VP. It's cost me more in not only money, but time and stress. This has been going on since mid Feb, now mid April. The bathroom is still not completed because of this, and just to save a hundred pounds. Definitely not worth it. Avoid this company if you can...

The shower can randomly heat up to 50 C without warning, which will burn you, then switch to summer mode and drop to 20C. I have been asking for a replacement or my money back but they just keep asking for videos and the same stupid questions. They have no intention of replacing this. This shower is faulty and dangerous. Victorian Plumbing are an absolute disgrace of a company. The worst I have ever dealt with. Other companies I have used are cheaper and give proper service. DO NOT USE VICTORIAN

I returned an unwanted toilet and cistern having ordered the incorrect items to Victorian Plumbing, only to be advised that they had been damaged in transit by the courier! However, the photos they sent through did not show any damage. Total cost was £250, plus the cost of the courier return. They claim the courier must have damaged the items in transit and I should claim through their insurance. Seems to be a complete scam, they have my items and they advise they will dispose of them within 4 weeks if the courier doesn't pay up. Who can tell if they are repackaged and sent out to another customer? I can see this going through small claims as it appears they have a history of doing this!

The WORST customer service I have ever experienced in my entire life. As someone who has worked and trained in customer service for many years - I can't believe businesses can legally get away with treating their customers as poorly as I was treated by Victorian Plumbing.
I purchased almost an entire bathroom suite from them back in July 2020, I was pleased with the items and the cost. They did arrive late which I put down to the covid pandemic and it didn't affect my installation. They refunded half of my delivery fee which I thought was a bit poor considering it didn't arrive when promised, but for the sake of a few pounds I didn't complain further. If only I knew that was the start of a complete sh*tshow with them!
I had a cabinet and basin fitted by my fantastic, qualified and experienced plumbers who have done work for me in the past with no problems. Within 3 months, the cabinet had cracked all along one of the doors at the top, and alone the worktop. I had looked after the cabinet as per manufacturers advice and wiped it down daily. As a clean freak, this comes naturally to me. I complained to VP who apologised for my faulty item and agreed to send another. The cabinet arrived in October and I have only been able to get it replaced this week due to the ongoing pandemic. They had sent only the cabinet and not the top. So I complained once again and they agreed to send the top out. I have requested they pay for the installation as it is through no fault of my own I am having to replace it. They have refused, told me it is my fault as I have allowed the damage to happen, I haven't looked after it properly etc etc. I was informed the cabinet should have been fitted a metre away from the bath. No where on their website, the information provided with the cabinet or the downloadable instructions does it state this information. My plumbers could not believe the item had cracked in such a way.
I am disgusted and appalled that VP are now costing me money because of a faulty item they refuse to take responsibility for, and are choosing to blame me as the customer. I will never use them again.

I purchased various Keswick radiators (4 columns and 2 columns) over the last 18 months and one turned out to be faulty (it had a hole that could not be detected before fitting it).

The purchase was done in January 2020, although, due to lockdown and various delays with contractors, we only managed to get the last radiator fitted in September 2020. The radiator was always stored in its original package and it was delivered in a box and had bubble paper to protect it. It is very unlikely that it got damaged during delivery.

The radiator has a hole at the bottom (see picture) and it leaked on the floor boards causing damage on the floor. I contacted the customer service as soon as I noticed the leak before Christmas 2020, and they replied that they would double check with the manufacturer about this matter.

Days have passed by and I have not heard back since and I am now having to delay building work (flooring contractor) due to this faulty radiator.

Considering the price I paid for these radiators, and considering the overall amount of money I spent with this company, I was expecting a more prompt response, but instead I do not know if they are going to send an identical replacement radiator yet. Apart from the cost of the radiator itself, I now have to pay the plumber for removing the faulty radiator and fitting the new one. Who is going to pay for all these extra costs? The radiator is guaranteed for 5 years but the lack of response from the company does not sound encouraging.

Next time, I will shop at the retailer round the corner, as at least if I have a problem I can speak to someone, as compared to Victorian Plumbing which does not even have a customer service telephone number I can ring. Very frustrating!

From the start wasnt right. They send my package to wrong place. Then, when I got the item the packing was quite poor, bend and full of tape (at least items were ok)but items werent compatible with my pipes I had to return them... i pakage all perfect and book a dpd extra insurance... now they send. Me strange pictures that items are scratch and boxes damage.So they refused to give me back any refund.so I just lost 167 pounds.
The pictures are not clear only the one of the boxes. The pictures where they say item are scratch etc, are blurry or with the flash you can't see anything. I send the items in a perfect condition. I only put them out the box 2 times less than 5 min and put them back in imaculate condition.
They say is the couriers fault.And I did have a live chat with their Victorian plumbing asking if worst scenario have the items back and he was saying that they will disposal... as they can't sell it but hey! They are mine to keep! Or at least wait until Dpd investigate. Anyway rubbish!
At the end after so many emails back and forwards they refunded the money minus 10 % discount. For packing... so i was very happy because from lose all the money and the items to have nearly all back.
TIPS FROM MY EXPERIENCE:
VIDEO when open their pakage to have proof if the outside pakage is not perfect OR items are scratch free no marks or anything.
IF YOU RETURN ANY ITEM protect the inside and dont tape nothing on top of original box.
Contact a good courier and maybe pay the insurance.
IF ANY PROBLEM AVOID TO SPEAK WITH CHAT LIVE, speak directly via email. Is longer but they advise right... the chat live gave me so much wrong answers and each time diferents outcomes from same issue making me more anxious.
So i did get great help and the right advice from the higher custumer service.
Items were very good products with good prices maybe I just have a bad luck with this order but finally at the end ending no as bad.

Great company if you want a sub standard product, no customer service, an email service that takes 5-7 working days for a reply (if they bother at all) and no one to answer the phone due to Covid. Unfortunately i purchased a shower from this company in 2017 that leaked from day one, after a month they decided they would replace a faulty shower cartridge free of charge which incidently cost me £75 for the plumber to fit and test. Fast forward to 2020, shower cartridge is again faulty and it would seem flying to the moon would be easier than getting a replacement from this company. A truly awful experience never to be repeated and sadly all that is wrong with some supply businesses in this country. As usual a complete shambles, the only reason they got one star is because you cant go any lower.