I would give these utter fraudsters zero stars if it was possible on here. Not only is their customer service absolutely non-existent, they are serial liars. I ordered two sinks on the advice of my plumber but they turned out to be the wrong models so I had to arrange a return. Little did I know that it would be more difficult than running up a vertical greasy slope with both legs tied together whilst wearing a blindfold not to mention forcing me to be out of pocket to the tune of over £300 for their disgraceful fraudulent internal processes. I spent four days trying to speak to someone in their customer service team or get an actual response from any of my numerous emails that wasn't a totally irrelevant pre-written 'standard' email. They make it virtually impossible to return heavy items without hideous additional cost to the customer - these sinks weigh over 40kg combined and are too heavy for most standard parcel companies to accept. A courier company quoted me over £100 to collect them and transport them the 200+ miles from my address in Hertfordshire to their warehouse in Skelmersdale so I was left with no choice really but to hand deliver them myself. Having repacked them before driving to their warehouse to hand deliver them I know for a fact that they were not damaged prior to handing them over. But having failed to directly answer any of my previous emails they emailed me within less than 24 hours with the following obviously pre scripted and fraudulent disgrace:-

'Dear xxxx
We have received back your recently returned Pure Semi-Recessed 550 Basin 1TH. Unfortunately, as you can see from the attached photographs, this has been received back damaged. Due to this we cannot process a refund / exchange or a credit for you.

It may be worthwhile contacting the couriers that you used to check whether you were insured against transit damage. We will have the item put to one side for up to 14 days should the couriers require to collect / inspect the item, after which time the item will be disposed of.

If you require any further assistance please do not hesitate to contact us further.'

First of all the so-called 'damage' shown in their photo is so small it could easily be a tiny spec of dirt. Secondly their accusations are factually incorrect as there was no courier involved and the items were handed directly to staff in their warehouse who declined my offer of waiting whilst they unpacked them. Thirdly they have denied me my rights under the Consumer Rights act of speaking to a manager whilst they have absolutely no evidence that the item was damaged before it was unpacked by their own staff.
They can rest assured that their behaviour is now going to cost them a lot more than refunding me in full or arranging a part exchange would have cost them.
Date of experience: 13 April 2023

Their returns Policy
Victorian Plumbing Ltd (*******@victorianplumbing.co.uk)

Cruze Round Bottom Outlet Thermostatic Bar Shower Valve
£64.95 GBP
1
£64.95 GBP

This was ordered as a direct replacement for existing whose thermostatic control had failed.
The shower is connected via a twin impeller shower pump which is in good order - the 'old' shower unit works fine except for the thermostat. Water will not run out of the new unit irrespective of where the on / off control is. Obviously, water needs to run to trigger the pump. The 'old' unit was re-fitted and worked, the new unit was again fitted and didn't. Perhaps you could advise me on what to do next.
Jade Platt (Victorian Plumbing) I'm extremely sorry to hear that you're having trouble with your products.So that I can work out the best resolution, I require some information from you, so that I can investigate further and, if necessary, alert the manufacture. Can you please reply to this email, providing me with the following: An image of the full item, A close up image of the fault or, if applicable a short video detailing the fault. A close up image of the fault or, if applicable a short video detailing the fault. A description of how the fault was discovered. Whilst I understand an image sometimes won't show certain faults, I require these for each notification of a faulty item. Once I've received these, I'll do my best to help, and I aim to get back to you as soon as possible.
In line with the Consumer Contracts Regulations, we can accept items back for a refund or an exchange if they are returned within 30 days of your receipt of the goods.The item will need to be unfitted, in a resalable condition, and returned within the original packaging (also in good and unmarked condition). We do not offer a collection service.
I am currently returning the item XM*******. I note that for a refund the item has to be 'unused' or 'not fitted'. But until you fit an item how can you tell whether it works or not? In my case, it didn't. However, an identical item by another manufacturer purchased from Screwfix works perfectly. So either the item purchased from you is faulty or the manufactures literature is incorrect regarding suitable for low-pressure systems.
To: Sarah Feehan (Victorian Plumbing)Thank you for your offer of a refund. I'm sending the item back on Tuesday via Royal Mail Track 28. I'm still puzzled as to why an identical described item I purchased from Screwfix worked when the item you supplied didn't.
This is an acknowledgment that we have received your recently returned items to Victorian Plumbing. These items below will be processed in the next few days and where appropriate we will process a refund or return.We will email you if any further information is required.
We have received back your recently returned Modern Bottom Outlet Thermostatic Round Bar Shower Valve EG-LY-10A. Unfortunately, as you can see from the attached photographs, this has been received back damaged. Due to this we cannot process a refund / exchange or a credit for you.
Needless to say the item was packed in it's original packaging which was enclosed in further protective packaging. There was no report of any damage when it was received by Victoria Plumbing. However it would seem that a shaft of miraculous energy has penetrated causing damage to a substantial metal bar.

After placing an order with Victorian Plumbing on 27/06/17 to be delivered to a residential address we then changed our minds and wanted it delivered to a freight company a few miles from the initial address given. We contacted the company on 29/06/17 and spoke to a customer service representative called Charlotte who advised us she would find out if this could be done and give us a call back. On 30/06/17 at approximately 3.10pm my wife received a phone call from another customer service representative called Elliot who told her it was possible to reroute our order however it might not arrive at the new destination on the day they had initially said our delivery would arrived. We agreed to this as we did not want the order to arrive at our address and then us having to arrange for the freight company to pick it up and take it to their depot. On 03/07/17 at 3.00pm the delivery company attempted to the deliver the order that Elliot had agreed to reroute however we were not in and the left a calling card. At 3.28pm on the same day Elliot sent an email advising us that a reroute would cost an additional £82 which was not mentioned in the initial discussion. After receiving this email I called up Victorian Plumbing and spoke to Chris who said he would have a look at what had happened and get back to me. Chris informed me via email on 04/07/17 that they had no record of any correspondence by Charlotte or Elliot to me regarding any rerouting of purchases. He also stood very firmly on the price it would cost me to reroute the delivery which is in the same town and even nearer than the original delivery address. Another email was sent advising we wanted a full refund or delivery to the NEW DELIVERY ADDRESS which ELLIOT had agreed to on 30/07/17. On 06/07/17 at 4.52pm I called up Victorian Plumbing after waiting for them to get back to me regarding my refund and spoke to a customer service representative called Ryon. Ryon seemed very concerned by my dissatisfaction and seemed quite eager to resolve the situation and insisted he would call me the next day and not email as I was fed up with being passed from pillar to post. He said he would speak to Elliot to establish what had gone wrong. On 07/07/17 I waited for a call all day from Ryon but NOTHING. VICTORIAN PLUMBING are meant to be a reputable company however I feel I have been dealing with amateurs who want to take your money and forget about you. They fob you off at every opportunity and its BLATANT to see they LIE and have each others back whatever the cost to the customer. I have ordered items from SOAK.COM that were initially meant to be delivered to my home
Address but were also rerouted at the same time with no extra cost and very little delay. You need to take a leaf out of their book as to how to treat the customer have you never heard of THE CUSTOMER IS ALWAYS RIGHT, in this instance I have done nothing wrong except to ask for my delivery to be rerouted. If it wasn't for your incompetent staff mainly ELLIOT NORTON this matter could have been resolved amicably instead they all have to play god. VICTORIAN PLUMBING YOU SHOULD BE THOROUGHLY ASHAMED OF THE STAFF YOU EMPLOY TO REPRESENT YOUR BUSINESS AS THEY ARE TRULY INCOMPETANT!
ORD-**************

I strongly advise you not to buy the Orion square showe enclosure, and I strongly advise you not to
Deal with Victorian Plumbing due to their terrible customer service.

The quality of this enclosure is appalling. Most of the shiny metal you see in the picture is cheap plastic including the rollers at the top. Those rollers are the only thing supporting the heavy 8mm glass, we were exceptionally concerned over the safety aspect of this, and with young children the possibility the heavy glass could fall on them.

The product description says Brass Roller according to Victorian Plumbing there is a brass pin in there somewhere, but we saw no evidence of that. I think this enclosure is actually dangerous.

The shiny chrome bars near the top are joined by a flimsy piece of plastic. There is also no specification of the height of those bars. I am 510 and nearly catch my head on them, anyone over 6 has to duck to get in

The base of the enclosure is made up of multiple bits of plastic which you kind of have to line up and glue together, reminds me of an Airfix model.

The instructions are appalling; there is no helpline information and no guarantee information.

One thing though the instructions did show, was that you have to drill into your shower tray to fit the bottom rail.
Our experienced fitter said he had never before had to drill a shower tray, he said it would invalidate the shower tray warranty and drilling so close to the edge of a stone resin shower tray there was the likelihood it could actually split the edge.

On top of all that, one of the plastic corners had a crack in it, and also a small chip on the edge of one of the glass panels.

Our fitter started fitting the enclosure, but strongly advised us not to carry on because of in his professional opinion the appalling quality and in his view potentially dangerous design of this very poor enclosure.

We have raised all these concerns with Victorian Plumbing and asked if we can return it and receive a credit note to put towards a better quality more expensive shower enclosure.

After 5 days of calling I have got nowhere with Victorian Plumbing who basically said tough luck we shouldnt have started to install it, even though I explained to them that some of the issues were not apparent until we had started. What really shocked me was their attitude towards the safety concerns, I mentioned my worry about the heavy glass held in on flimsy plastic rollers and potentially falling on young children and they werent interested

I strongly advise you do not buy this shower enclosure and do not deal with Victorian Plumbing, a truly awful company.