VictorianPlumbing.co.uk

The customer services is atrocious. We as customers spend our hard earned money and trust you to get it right.
Your ordering system is shocking... how you can expect someone to wait for all the items to be in simultaneously is the most stupid thing ive heard of. I ordered 15 items and 2-3 kept going from in stock to waiting so i ended up with 3 deliveries after complaining and withing over a month. Ive now received everything and turns out one thing was missing and the sink is wrong, im now fighting to get the right sink!
You have a section on your website "Customer first thinking"... i agree with the initial part of the statement, the website is good easy to navigate and use, however the post purchase is like ive paid a cowboy builder and never saw them again. You email someone and hear from them once, you call you get a 5 second window and they say just email us its easier... and you never hear from them again, you go onto the online chat and the person completely ignores your question and just logs off.

I will never use this company again, I will never recommend this company.

I get that a company like this doesnt so much work on repeat business and for you thats a dam good thing, but recommendations go a long way

I ordered a shower item from this lot and it arrived missing a vital part, so i mailed them and surprise surprise no reply. So i sent the crap back to them and was told it was received broken so was unfit for resale... no credit not, no refund basically SOD OFF. DO NOT DEAL WITH THIS PACK OF TOSSERS

Items in the same collection, do not match! Beware!
Delivery service is appalling
Customer service is good, until you part with your money.
Quality of goods is mixed

Their 'Arezzo' items do not match in colour or material. When I complained, they said it's not their problem, they order the pre-made items in from lots of different companies, market it as the same collection, then ship it off to you, denying having any responsibility for what they sell. Some items in their brass are bright gold metal, some a softer gold colour metal, others a brushed gold plastic. So beware if you want a matching bathroom.

The delivery service is appalling. Victorian Plumbing claims the delivery drivers will wait for you to check over the items, but they just dumped them off the lorry into the middle of a communal carpark and pretty literally, ran off, despite us having a garage they could have loaded into. The order was in a wooden frame and pallet, higher than the ceiling of a standard garage, so the whole order had to be dismantled in the carpark to store, and bathroom units are not light or easy to move, so if you are not able to lift very heavy items on your own, beware, as they are prepared to leave it in a dangerous place.

Customer service is good…until you've parted with your money. When placing an order, they will reply quickly and their customer service representatives are helpful. As soon as you have any problem with your order, they put you in contact with their most frustrating members of staff who pretend not to grasp very simple things. With our complaint, as we had fitted the items, they said they would not do anything at all, which I understand. Our main gripe was getting them to accept responsibility and produce a disclaimer that items may not match, so other customers are not in the same situation. Also, once you have ordered fixtures and fittings and arranged a whole new bathroom to be fitted, it's not as simple as sending the item back once for a refund while the project is ongoing, as that still means you would have to attempt to source a better matching from another company. Our bathroom order with the company was to a value well over £3,000 and they offered us £20 purely 'as a goodwill gesture,' but still denied it was their duty to check collections match. Not sure how £20 can make your all your taps, flushes, towels rails, hooks, plugs all suddenly bathroom match!

Some items we are very happy with the price and quality, just a shame you cannot rely on an online retailer in what they are selling. Tread with caution if you order from them!

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!).

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

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.

I have used Victorian plumbing numerous times over the years and also recommended them to my customers!
I ordered a shower screen on their website during the payment an error occurred and a message came up to try again later. I immediately went back and tried again, and everything was fine. 2 Days later two screens got delivered on ONE Pallet and over £600 deducted from my account (delivery was charged twice also).
I contacted VP and a gentleman informed me that he would send a courier for collection of the screen. Days later we had no collection so phoned again, the next gentleman said they would not be collecting the screen and the return would be at my own cost but out of good will they will refund £30 carriage on original order.
After numerous emails to the company and 3 weeks later they were due to collect today 3/4/18, at 16:00 hours I phoned asking where the courier had gone as my customer had informed me to say no collection had taken place. Now they have said it will actually be tomorrow even though I have a confirmation email saying collection on 3/4/18
So the time I have spent dealing with VP about this has gone into hours and my customer has had the screen in the garage blocking him putting the car in for 3 weeks.
My evidence-
*only one confirmation email saying the screen had been purchased
*Email proof of me and the customer being messed about
Seriously annoying things-
*Takes days for them to email back
*Each VP staff promise and tell you different things
*they have committed a dishonest act
Outcome-
Will never use this company again! I always buy goods online but never had this hassle before with any other company. Will be contacting my credit card company and getting them involved

If I can give anyone advice it's please do not buy from Victorian plumbing! In my experience they just cost you time and a lot of money!

I ordered a bathroom suite, towel rail and shower boards from VP. The towel rail was rusty, one of the shower boards was completely cracked and the bathroom suite didn't even turn up!

Every day I was told the bathroom suite was due to arrive I had plumbers on site ready to fit it, I would they receive an email on the day it was meant to be arriving saying it had been delayed a few more days... this happened 4 TIMES! Do you know how much it cost me in labourers just sitting around waiting for this imaginary suite to arrive? The only bits they could do were to fit the towel rail and shower boards, but when they arrived they were both broken! So again, more money and time wasted in plumbers not being able to do anything, then trying to source new materials elsewhere as quick as possible due to now being behind on the project 2 weeks.

I cancelled the bathroom suite after the 4th delay and managed to get a refund on the towel rail (though this process took a while which was extremely frustrating), however I am still waiting on a refund or any sort of acknowledgement about the damaged shower board. This was back in August, it is now the end of November!

To top it off my emails are now being ignored (I note in other reviews people are also experiencing this). Awful service with awful products. I read reviews ahead of this and saw how low they scored yet still gave them a chance, and wow do I regret that! For how much extra this has cost me I may as well have splashed out on a top notch high street bathroom suite!

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..

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!

I sent back an item, packed it really, really well. They claim it was damaged in transit and won't pay the refund. Complete rubbish.

I ordered a Cube 500 x 1600mm Heated Towel Rail 4 weeks ago which clearly says it has a straight profile to it. When it came, it was lop sided / curved so I reported it as a fault. Despite my protestations that the item is lop sided (designed that way, by the looks of it), Victorian Plumbing are having none of it. I've sent pictures in ("it looks curved as you're stood at an angle", "its not flat on the floor"... are the responses.

Anyway, they said "as a matter of goodwill" they would come and collect it yesterday. Goodwill - you've picked and sent me the wrong product! Never mind. Point is, I had to take a day off work yesterday for them to collect. Their collection agent, UPS, called me at 9.44am to say they couldn't make the 1.00pm latest collection window. So I asked them to confirm when they could make it. They phoned back at 10.09am to say it would be just after 1.00pm. So, I popped out for a couple of hours. In the meantime, they turned up at 11.58am and I was out. Hopeless. Now Victorian Plumbing want me to stay in another day for another collection.

To be clear, this business picked and despatched the wrong product. They've dragged their feet in agreeing and then getting it collected. Their courier didn't show up on time. And now I must have another day off.

This business couldn't care less about their customers. They have treated me with absolute disdain. Shocking treatment. Steer clear, there's far better plumbing businesses out there.

After several errors and returned goods i am still waiting a refund 8 week on for items I returned but incorrectly refunded. Despite promises of refund and applogies... i still wait and Victorian plumbing are still ignoring my emails and messages.

Eventual response after weeks:
Overall we have really let you down with these orders and this is not the normal 5 star service we offer. We hope we can keep you as a valued customer in future and show our normal service level. Thank you for your feedback and making us aware of the issues you have had. I will send your feedback to the appropriate team as we are always looking at ways of improving the service we provide our customers,

Please accept my profuse apologies for any inconvenience that may have been caused. If you require any further assistance please do not hesitate to contact me.

AND AS YET NO REFUND OR RESPONSE TO FURTHER EMAILS...

AVOID THIS COMPANY UNLESS YOU CAN AFFORD TO WASTE TIME AND MONEY CHASING AN INFERIOR PRODUCT THAT YOU WILL BE OVERCHARGED FOR AND WILL NEED REPLACING AFTER ONLY A FEW MONTHS.

I am writing this review to let everyone know what appalling service this company provides as a customer who chose this company having been recommended by our plumber I am so disappointed at the treatment my plumber has experienced trying to change the sink cabinet which is badly damaged it was reported two weeks ago with photographs of the damage we still have a large box n the bathroom as we live in a bungalow with limited space I have witnessed my plumber making enquirerys as to how long he would have to wait for a replacement to start with it was fifteen minuets before he could speak to an advisor then he explained he had sent an email with photographs to show the damaged he also explained we were limited for space he was the promised a replacement would be sent on Wednesday its now Friday do you think this is fair to both me and my plumber I of course chase the plumber he the traces Victorian plumbing only to be told it will arrive next Monday I am so fed up of this bathroom and having just moved in two months ago I am thinking I should have just gone to the high street and bought my bathroom it would have been cheaper and okay not quite as eligant but at least it would have been finished two weeks ago so my advice to anyone thinking of buying from this company is don't do it the after sales service is extremely bad

I ordered a large shower tray from this company, it arrived on a pallet, Myself and the plumber fitting the shower tray discarded the packaging and brought it into the house, a couple of days later the plumber was ready to install and noticed it was damaged in various places, I telephoned the company who are very difficult to get hold of sometimes between 30 to 45 minutes to get through to them.

I was told to take photographs of the tray and email them back and someone would contact me regarding collecting the tray and issue a refund, no phone call and no email at all.

I rang again and had to wait a long time getting through, they said they had seen the photos and seen it was damaged as I said, they informed me they would get DPD to come and collect it.

We had mail from DPD with a collection date and on the day a time for collection, DPD arrived but would not take it as it was not in cardboard, it never came in cardboard only plastic which it was still in.
I rang yet again, this time I was told could I go to my local supermarket and get some cardboard to wrap it in, or take it to there depot ourself which was a long way and said this was not possible as it would not go in the car.

We managed to get hold of some cardboard and wrap it up the best we could, rang them yet again saying it is in cardboard now can they come and collect it, the informed me then that DPD could not collect as it was too heavy, so after all the messing around getting cardboard etc and wrapping it they could not collect it at all which sent our stress levels through the roof.

They said a pallet company the one who delivered it would have to collect the following week.
This was more hassle and stress as they said the delivery driver cannot come into the house and bring it out, you have to take it out to them and as I am working it left my wife with the problem.
We finally had it collected but would never order anything from this company again, we will see how long it takes for our refund.

For me, the mark of a good company is how they respond when things go wrong. On this basis Victorian Plumbing are appalling. I purchased two ceramic sinks with taps, however one of these was no longer required so I initiated a return.
As this was my fault I had to arrange and pay for the courier costs, which I accepted. I used a reputable courier, recommended by Victoria Plumbing, and ensured I had suffient insurance on the package.
The package was delivered on schedule and I received an email from Victoria Plumbing confirming receipt. However five days later I received an email informing me of a partial refund in respect of the taps but nothing about the sink. I immediately contacted Victoria Plumbing and was advised that the sink arrived badly damaged. This was the first I was aware of this. Additionally I was informed the sink had been disposed of. I later received an email with four photographs showing a damaged sink in a large box.
I contacted the courier to initiate a claim however part of the process required the courier to inspect the damaged goods and packaging, therefore they were unable to process the claim. I have tried to reason with Victoria Plumbing but they will not admit any culpability in this leaving me considerably out of pocket.
I cannot believe I took every precaution in returning these goods only for Victoria Plumbing to state they arrived damaged and they had to dispose of them without notifying me and leaving me with no alternative route to compensation via the courier.
I will never deal with this company again and I would urge you to think twice before using because the words 'good customer service' are absent from this companies Terms and Conditions.