VictorianPlumbing.co.uk

Spent thousands of pounds to be sent a load of cheap broken items can't even speak to a person to get this resolved warning do not use Victoria plumbing!

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.

Do not order from this company. The quality of their products, and quality control processes are poor. I've spent £1000s with them and every single item with the exception of one has been sent back (some multiple times) with issues around quality (marks, scratches, poor production etc.). I am currently waiting for a replacement part for a sink/toilet unit where I've been waiting almost 5 weeks, I've paid for the item and I am still sat with no part and no idea as to when this will be in stock.

I've had to contact them on countless occasions (i'm thinking around 30) on various returns/replacements. I've been promised multiple times that i would receive a follow up call/email and not once has this happened, not once. When you contact them, their customer service team is polite and help as much as they can but their wider customer care is appalling along with their products.

I am now in a position where I cannot fix my toilet, sink or unit to the wall/floor and yet need to be able to use this. I have no idea as to when the part will be delivered and would rather just rip the whole lot out and start again than have this painful saga with Victorian Plumbing.

Save yourself the hours and days of lost life and shop elsewhere.

Initial ordering and delivery went smoothly but things started to go wrong on unpacking items. First delay: the bath was smashed on corner as it wasn't packed properly, so had to wait for a new one to arrive. Then the instructions were so bad for installing the shower screen it took 7 hours and a phone call to the manufacturer to sort out, bath arrived and got it fitted with holes drilled for the taps, the taps had no seals and the o'rings kept splitting, after many many calls to both Viv plumbing and the manufacturer who sent spare parts we can finally have a bath but all these problems delayed the bathroom from being finished for a week, my plumber had to leave to start another job and now has to come back and finish the tiling. On top of this the taps we ordered to replace the faulty ones we wanted to return, VP approved the return and then sent us an email after receiving them to say they would not refund - another phone call and they will! This has been the worst and most frustrating experience I have ever had, VP want you to send pictures of faults by email and then you have to wait 2-4 days for them to deal with it and when you have a plumber booked to do a job which should take 2 weeks you cannot afford these delays so In the end we got the manufacturers numbers and phoned them direct. I would not recommend Victoria Plumbing to anyone, nor would any of the plumbers I have spoken to in my trips to various plumbing stores to source spare parts!

If I could give them no stars I would.
I ordered an aurora stone quadrant shower tray with riser kit - the first order arrived with the shower tray totally missing - so I contacted customer service via chat as there is no telephone number to contact them on ( and now I understand why)
After talking to customer services - sending various pictures in of what had been delivered the customer service rep Nick was his name ordered the replacement shower tray or so we thought. Anyway today the 'aurora ' shower tray was delivered but in actual fact it was the pearlstone shower tray. I immediately went onto chat sending in proof of my order - the invoice note - email received from them etc saying that the wrong item had been delivered. We chatted online to a person called Nat Wilding who asked for proof our order and pictures of what had been received. I kindly did as he asked and he told me that they were the right parts and what we had ordered. They were not the name and part number was incorrect and the shower tray would not fit as it was wrong. No matter what we said or proved he was adamant and argumentative and not once apologised or even tried to correct their mistake. It got to the point where I sent over about 12 pictures of the order we made and paid for but he was having none of it at all. In their website it clearly shows the aurora model and the pearlstone model - and no matter what I said he just kept saying the order that they had sent was right and that was what I ordered. Let me tell you it most definitely was not and I will attach pictures of the order, receipt and email of what I ordered and paid for. Now we are stuck with a shower tray that we did not order that they replaced incorrectly from their initial $#*! up of omitting the shower tray from our initial order. Their customer service is non existent - their website is false advertising as you do not get what you order and pay for - staff it's rude ignorant and thick with no common sense - the whole company is a joke and should be avoided at all costs.
The customer service rep was condescending and all in all Victorian plumbing are a company that you should avoid at all costs. Trust pilot is full of reviews that I doubt are trustworthy and true.

Victoria plumbing is a waste of money. From a bathroom fitter.
To be honest. I ve never ordered from them as my customers ( bathroom designer and fitter). Usually buy all the main bathroom parts. But I decided to buy some from them.
I shower tray former and drain waste. £192.
It spent a week being moved from depot to van and then to another depot.
Finally 8 days later on fri at 4.30 it arrived. So Saturday morning I planned to fit it and getting floor done for finish and hand over on Monday. (Everything was put on hold or worked around because of late delivery. When it arrived. A 7.5 tonne wagon with tail lift, the driver pointed to a massive three pallet nailed together in a upside down T. Wrapped all in thick plastic. I said " I ve only ordered a 1200 x900 foam tray and a plastic waste. "
He replied " you can't open it till I have got it off the wagon. "
" ok " I said.
As I was trying to open it. He drove off.
I tried to call vp. And waited in a line up for over an hour then was cut off.
I emailed them. Auto response get back to me in 72 hours.
No emails a week later. No response.

The shower tray former was so tightly wrapped, the courier was broken.
The waste did not fit the tray in any form and was not built for this tray. I wasted nearly £200 with Victoria plumbing. This will never happen again.
Once you open a trade account. There are no ways to delete it.
So I edited and changed all my details.
You can get better at a k vit suppliers.

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

If I could rate this company as zero then I would. They provided a shower screen which leaks water so is clearly not fit for purpose and have failed to take any responsibility for this. They have made a number of claims for this fault including that my bathroom fittter was not qualified (he is), it is fitted incorrectly (it isn't) and that the screen needs to be trimmed to be water tight! When I pointed out that this was not anywhere in the product description or instructions the response I received was that any qualified fitter would have known this'! Complete lack of customer service or support. Eventually agreed to refund but only refunded a small proportion of the bath and shower screen package claiming this was all I had paid - in reality they only refunded the amount remaining after the full cost of the bath which is not enough to purchase any replacement shower screen on their website. Avoid at all costs and spend your money with a company who provide quality products and have an understanding of customer service.

I ordered a traditional radiator, i did check it on delivery and did not see any damage
When it was to be fitted the plumber noticed a manufacturer fault that stopped him fitting it the bracket that fits to the wall was over chromed, you cannot call you have to email it took over a week to them to respond then they wanted pictures which I sent another week went past more pictures, I kept emailing all they say is we are looking into it after 4 weeks I put in a small claims as my bathroom was waiting for a radiator to be finished, they responded to the claim and said they would refund, again no money again another email, they then asked the courts for another ten days to pay, I now have my money after 8 weeks. I now have to pay the plumber again to fit it
If your goods come OK then you will be OK if not be very prepared for a fight to get your money back

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!

Told by VP Sam on Saturday will definitely get an AM slot. He rang me at 1222h advising one one of two of the pallets will come at 1500-1700h. And the second will be tomorrow before noon. As much as I insisted I need the second pallet today, sam said there was nothing he could do.

VP business practice lacks basic reliability and accountability. Anyone can advise on consumer rights infringement pls help.

VP just sent an email in response to my complaint that the matter is "resolved" since one of the pallet has been delivered and the second scheduled for tomorrow.

Also there is no compensation as the vp delivery t&c clearly states:
" we strongly recommend you do not book plumbers or tradespeople on the strength of delivery dates or time frames, and we recommend you receive and check items from us before any preparatory work is taken. We cannot be liable for any costs incurred by problems with delivery".

Just shows they know there is a problem with their delivery service but are NOT doing anything about it apart from letting down the paying customers.

Do Boycott VP until they resolve this!

Ordered a full bathroom suite mid 2020, couldn't tell me when delivery would be and it just turned up one morning, luckily I hadn't left for work.
Had suite fitted and found faulty toilet seat. Remembering this is just a toilet seat, they should be able to replace this very quickly and easily. Received two replacement seats, both wrong and completely different seats and fittings. Supplied so many photos for evidence as they would not start the complaint process without it, they then say they cannot open photos, even though previous email states they had, then telling them that, they change reply saying they could open but photos too small. The photos were fine as checked by sending to other devices, it was just delay tactics to fob me off.
We are now 4+ months on and still no resolution, reading other reviews I see others having the same problem. Unfortunately it would seem that Victoria Plumbing is being run by people that just can't be bothered, it is probably the most unprofessional company I have had the misfortune to dealt with.
This is a toilet seat, it just needed a like for like replacement, that would have been problem resolved, but Victoria Plumbing couldn't even manage that, instead they prefer to be awkward and as difficult as they can possibly be. I dread to think if I had a problem with a more serious/important item.
PLEASE, save yourself the stress and frustration, shop elsewhere.

They are a bunch of charlatans! Their returns policy is non existent which means you have to foot the cost of the returns. This is what happened to me when a sink unit I ordered did not fit. The sink cost £214.90 plus the delivery charge. When it did not fit we carefully wrapped the sink and put it into the original packaging to return it. Unfortunately it was not clear about the customer having the responsibility for returns and so I paid for UPS courier service and paid a whopping £60 to collect the sink and return back to Victoria Plumbing. Unfortunately the sink got broken. Victoria Plumbing sent me photos and an email saying I could not have a refund. So who was responsible for the damage? The courier UPS or Victoria Plumbing? I cannot prove this so I was on the loosing end and lost my £215. Victoria Plumb are certainly not a quality company! I believe Victoria Plum which is a different company altogether has a return service not to be confused with this sham company Victoria Plumbing. The names are too similar so don't be fooled!

Be warned! What can I say about this company, from someone who rarely writes reviews, this company are appalling, we ordered a 1500 'L' shaped bath and a floating vanity unit and floor standing storage unit, the plumber quickly discovered there was a mark on the bath (damage) blatantly not caused during transit, likewise the bath was 'bowed' and was not straight, we did have the option of sending it back however the plumber advised he would fit and the bowing issue was resolved albeit it took more labour for the plumber to fit as it was defective, the mark can be seen but it wasn't too bad so chose to accept a refund, they offered £50 which is a joke to be honest as it cost more than that to play the plumber the extra to fit it, now for the really terrible part, damage was also discovered on the floating vanity unit after it was fitted, and this was blatantly deceitful from the company, as they had tried to touch it up with a blue pen! I have the photos to prove this, again to the naked eye you probably wouldn't notice but when you pay hundreds of ££££ this is a disgrace, we also found damage to the bath panel (again photographed) this has all been raised and low and behold they are dragging their feet with any kind of meaningful response / apology, we have lodged a claim with the small claims court, disgraceful company and attitude to customer service, give these guys a wide birth is my strong advice

We purchased a shower cubicle incl. Tray. In all pictures the tray showed the waste by the door but when received it had the waste in the corner (Away from door). When we called up we were asked to send pictures in by email. After doing so we did not hear back.

After 4 days, we called to be told that they have now received the pictures, agreed that we have the wrong tray as to what is shown and will pass onto the escalations team. They said we would receive a reply in 48 hours.

After another 4 days we had to call back to ask what was going on. After a lengthy wait on the phone, while the operator checked, he confirmed the images on their site were wrong but that unfortunately they do not have a tray with the waste by the door (they do have them shown to purchase individually). They said all they could do is arrange collection and refund.

Unfortunately a little too late as we had already had to get a fitter so the job was delayed and costing us for their error. Would not recommend or use again

DON'T ORDER FROM THIS COMPANY. I intend to share my experience far and wide as this company tried to con me today.
The worst part is that I have previously spent thousands of pounds with them and had a positive experience but they just had to ruin it! Such a shame...
I received a shower unit which my partner advised me was the wrong fit for our plumbing system and asked me to send it back and get a different one.
Without opening the package I sent the item back.
I then receive an e-mail a few weeks later telling me that they have received my item and won't be refunding me because it was damaged in transit.
Alarm bells were ringing after noticing that the images they sent me seemed strange, blurry and some irrelevant. The photos showed intact boxes but damaged items. This was clearly a cowboy effort to get me to complain to the courier (Royal Mail). This behaviour is fraudulent.
Interestingly the photo of the item box displayed a different product description and code to the item I sent back, this clearly isn't a photo of the item I returned.
This company needs exposing!
A quick look through trustpilot reviews and I am seeing the same comments over and over again.

SHAME ON YOU VICTORIAN PLUMBING.