victoriaplum.co.uk 

I ordered a toilet seat. It arrived damaged and not as advertised, and I continually tried to contact them over three days. Each day, I was on hold for over 45 minutes and was unable to get through. There is no email contact available. The live chat has been down for three days. It seems like they are deliberately making it difficult to contact them. Add to this , there is a 14.99 return fee for a 40 pound product. Easy to order online but complicated returns policy. It seems I am stuck with a damaged toilet seat. So, while they advertise your can return any product on 14 days, all is not what it seems. After posting this, I received a very kind email from Lucy, from customer services who promised a refund, who redeemed the situation and the reputation of the company, in my eyes.

Disgrace customer service, I'm trying to return return unwanted items and replace damaged goods, after several chats and calls Nothing happened. I have been missed by advisors about service and return policies, very disappointing!

Shockingly bad service - avoid if you do not want to be disappointed.
I placed an order for a bath I was assured was available and after 10 days having lined up a team of builders to refurbish the bathroom was advised it was out of stock and the order would be put on hold. No alternative offered and no refund given and no customer helpline to discuss matters. I will now cancel the payment with the bank and look to recover loss and expense through the small claims court. You have been warned.

So, where to start? When fitting a bathroom in a house which only has one bathroom its quite important to trust that the items you order arrive undamaged and the correct size. Having ripped out my old bathroom I gave myself sufficient time to fit the new one I'd ordered from Victoria Plum.
However, opening the basin countertop I discovered 20mm chip out of the rear corner. Frustrated I looked in the box to find the missing chunk but instead found a delivery note for a different customer from 2 months ago. This countertop had clearly been sent back by a previous customer, I'm guessing because it was damaged! I was stuck with no basin, so I emailed Victoria Plum, with photos of the damaged item and explained that I had no option but to fit the damaged countertop so that I could re-instate my basin.
Today I was ready to fit my 1700 x 800 shower tray. However, having lugged it upstairs and opened it I discovered that they had sent me a 1600 x 800 shower tray, despite the stickers saying it was a 1700 tray. Everything I had built in my bathroom was done to accommodate the 1700 tray.
Frustrated I called customer services. After an hour on the phone, where I was refused the opportunity to speak to the customer service manager despite the fact that he was talking to the assistant who was speaking to me. I was offered a refund of the difference in price between the two trays (of course that is a given!!) or a replacement tray. I was told that because I had fitted the damaged countertop I was not entitled to compensation, but I could have a replacement.
Now, here is the problem, I needed to fit the basin, I couldn't do without a basin for another week. I also had to fit the tray today, not next week. I can of course wait for the replacement, and be without a shower for a further week. But taking holiday to fit the bathroom means that I am now stuck without being able to continue!!!! You would think that Victoria Plum would offer some sort of alternative to replacements given that I am under time constraints, I could fit the smaller tray but will need to make obvious adjustments. Why wouldn't they offer some small compensation for my inconvenience and their mess up?
I am frustrated that again I cannot fit the item that I had planned!
Incidently, the quality of the undamaged items are very good, but this is not how I would expect a customer service manager to resolve a situation like this, where the customer through no fault has twice been hamstrung by poor service.

I placed an order at the start of UK concerns re the COVID19 pandemic. I specifically asked when placing the order that if I needed for any reason to cancel my order prior to delivery could I be refunded in full and how long would it take. Yes of course was the answer and within three days it will show on your account. I needed to cancel the order immediately and now some 14 days later and numerous chats, calls and emails I have still not seen my money refunded. I strongly suspect this is an intentional process to sit on customers money. I am still waiting for my money and a response to my emails. LOOKS LIKE I AM NOT ALONE WITH THIS ISSUE. Simon B

Good price, delivered quickly with accurate estimates of delivery time on the day. The delivery service provided by Barry and Jack was efficient and friendly.

Top Service, from web site to delivery drivers

Terrible service ordered 4 boxes of tiles when they turned up ALL of the tiles were damaged. As I needed the tiles the following day I had to buy some more locally - which I will do next time.
I reported the issue via Live Chat oh my goodness what a issue I now have to wait 10 - 14 days for a refund. As my elderly father had taken receipt of them I had to pay £2 to dispose of them at my local recycling centre!!!! Not impressed.

The initial thoughts of Victoria Plumb were good, they get your order, anything arrived damaged is replaced, although it would be better if things were packed correctly so they weren't damaged - 2 toilets and 2 bath tubs and then you have to dispose the damaged ones so that means a trip to the tip at your own expense and time. But hey I can forgo this. What is rediculous is how long the items last. Within a year the sink and tap corroded and had to be replaced, which they did but then we had to pay for another plumber to fit... More expense.

Now the vanity unit and the bath panel have delaminated. Again we have asked for a plumber to come and he has informed us that the product isn't fit for purpose. Even though it has been fitted correctly and sealant used where necessary, the base of the doors are pealing away as is the base of the unit. The bathpanel is completely blown. The plumber advised me that it is just laminate over chipboard and this is going to happen when a shower is fitted.

We have even taken to opening the door so the room doesn't steam up so much, even though we have a booster extractor fan and whatever the weather we have to open the windows.

When I paid the amount of money I did for a new bathroom I wasn't expecting to replace half of it, my previous bathroom was in for nearly 20 years and we only changed the suite and units to modernise it.

We have called Victoria plum and they are just not interested. A company is only as good as the afterservice and there products.

All I can say is if you want to change your bathroom annually, then go ahead and use them but if you are like a normal person who have saved up monies to renovate a bathroom that you expect to last at least 10 years, then don't

Forgot to mention that the first time we used the shower in the bath the plug got stuck and again we had to have a replacement as it was faulty and again we had to get the plumber out to fit. The plug isn't left in the bath now.

You get what you pay for and although they aren't the cheapest I feel their products aren't fit for purpose and I will be reporting them to trading standards to ensure they are aware of this.

Just cleaned the bath and found a crack, the list goes on

Just received three large orders for bathroom refurbishments, orders were delivered by Craig & Phil who were extremely helpfull. My experience in dealing with Victoria plum has been a positive one with easy to use website, good customer service when I had an enquiry and good pricing as most items ordered in the sale.

My bathroom furniture was delivered this morning by two really lovely helpful young men. Every consideration was taken to protect my house and carpets. I would have no hesitation in giving Zack and Oliver a five star review. Thank you

Great Website, easy to order and superb customer service. Unlike some other competitors I tried. Will order again, thank you

Absolutely brilliant. Called up and Emma Peacock couldn’t have been more helpful if she tried. Had to exchange all the products that I incorrectly ordered for my whole bathroom and she helped me buy each new part I had to reorder in the most cost effective way and to be delivered within 24hrs. Incredible customer service. Thank you.

In the ongoing saga , yet again Victoria plum live up to their name PLUM !!! after purchasing our latest bathroom install from them , and YET AGAIN! not receiving the right products we have decided to cancel our account with them and go back to our local plumbing merchant , It transpires that this company are indeed more or less brokers NOT plumbing merchants , and also their company customer care works out of a call centre. their refund policy is a joke , and when you call them and try and explain your dilemma their lack of knowledge of their so called , own products , they know nothing , we as a company have given them the benefit of the doubt too many times , I have spoken recently with our Trade manager , who promised things going forward would be much better , instead they have got WORSE , much worse . The admin costs and operative call outs [because of faulty goods] far out weigh any profit made from these bathrooms by us . Top and bottom of it is USE YOUR LOCAL PLUMBERS MERCHANTS
Daniel Atherton
Notts Renovations

Very poor customer service and goods not fit for purpose or built to last. Soft close toilet seat purchased and in use for less than 2 months when it started to leak gel and lost its soft close function. Phoned company who were not interested. The seat was purchased well in advance of being actually fitted and because of this they would.not replace the faulty item.

We bought a glass shower panel for a reasonable price. Unfortunately there are patches which attract soap/scum etc on the glass which we can’t fully remove. These scummy areas cannot be made clear no matter which detergent we use. It is almost as if some sort of layer has been only partially applied. Unfortunately we did not discover this until I had fitted the screen and thus no option to return it. Victoria Plum didn't reply to our query.

1st Review
I had chat with a guy called Jack (Q088NWE3Q4) Really APRECIATED his help and advice in dealing with my questions. Sorry Jack can't go to 6stars or I would.
Harry

2nd review

I chatted to Jack at VictoriaPlum as I already reviewed, he told me whilst waiting for someone to phone me would I write a review for him on Trustpilot which I did. Waited for the call nothing! So I tried to get back in touch with him I got another Chatter, went through the same questions and answers and this Chatter said they do not sell the item I required. So Jack sold me a DUMMY He got his review but I got SWEET FA. SMART JACK SMART
I'LL TAKE MY 5 STARS BACK. thank you

This is a review for the delivery guys, Barry and Gavin who have just delivered our bathroom order to be fitted while we’re away.
They were brilliant, efficient and good humoured and managed to get everything up into our first floor conversion apartment with the minimum of fuss.
Can’t imagine anyone could do a better job, and they are great ambassadors for your company!

Just had a chat with Christina at Victoria Plum. Absolutely brilliant, all questions fully answered swiftly and courteously.