VitrA UK Reviews 93

Fast response from aftersales, Nigel, and good advice given to resolve my problem. Impressive first class customer service.

When you call, you’re directed exactly where you need to be and answered very quickly. My issue was resolved by Nigel in one phone call and a couple of emails with advisory images and I’m delighted - and empowered with the knowledge I learned in how to maintain our product. Thank you Nigel.

I use a lot of VitrA products and find them stylish and good value for money and clients are always very pleased with the finished project.
On the odd times I have needed additional assistance, Aftersales and Technical have been informative and helpful and as VitrA UK are based in country, easy to contact

"The response to my request was truly outstanding, exceeding my expectations in both speed and depth. From the first point of contact, I was impressed by the team’s attention to detail and their ability to address complex requirements without hesitation. I cannot fault the professionalism of the staff; they were courteous, highly knowledgeable, and made me feel like a priority throughout the entire process."

When I finally got the information in order to talk to Vitra's after sales, Nigel Palfrey was very prompt with a response and sent me the necessary parts for my Vitra Bidet toilet within a day. Very speedy and polite service.

We recently had a problem with the cover flow for our sink — it broke, and after searching all over Switzerland, we couldn’t find a replacement anywhere. Then we discovered this UK-based company, and they truly exceeded our expectations!They not only had exactly what we needed, but they also shipped it to a friend of ours in the UK incredibly fast. Their communication was prompt, friendly, and professional throughout the process. Thanks to their help, we finally had the part we’d been looking for after months of searching.It’s rare to find a company that reacts so quickly and genuinely cares about helping customers – even across borders. Excellent service and highly recommended!

This is only the second time in 3 years I have needed advice from VitrA UK about my fabulous VitrA Comfort toilet. The first time advice was given very quickly by exchanges of email a year ago about a product to use to descale the toilet. Excellent service. Then today I rang VitrA UK 20 minutes before their closing time and very quickly spoke to Danny in after sales for technical advice about the same toilet. After explaining the technical issue I was having following a toilet descaling procedure today he immediately knew how to resolve the issue and talked me through what to do. Issue resolved in a few minutes… what a relief! Old fashioned personal customer service from a knowledgeable operative is rare these days but I just received exactly that from Danny and wanted to say how wonderful it was! Of course I told him too … he’s a credit to the company!

I’ll keep it very short and brief. Beautiful design and great marketing. After sales don’t exist. I’ve been trying to solve an issue with brand about a product I purchased but they have been an absolutely ridiculous. Trying to blame anyone but take responsibility and provide care for something I paid for. Overall experience was unbelievable as they recommended to me to dispose the item. So I would not recommend! And the risk is yours.

I had a problem with Sento Aquacare combined WC/Bidet with water pouring out only when Bidet was used. My plumber identified it was from the injector and after getting help from Vitra a replacement was sent. it arrived very quickly and I thank them for their help in getting the Bidet working again.
I love this combined WC/Bidet such a space saver, would recommend this instead of just a WC.
Thank you for such a great service, glad I chose Vitra.

Oh dear terrible company, tried calling their number no answer, no one to return your call after leaving messages.

They do Not have any technical or after sale support department, so we’re stuffed 🤦‍♂️

I have been renovating my property for 4 years now all the white sanitary ware is Vitra bought from GlowQuest. I purchased 2 complete sets but as yet not got round to the 2nd bathroom.
The toilet is a bidet wall hung with soft close seat. Several months ago while using the toilet the seat just cracked for no apparent reason just after one of the raised stoppers. As I said id bought 2 of everything so I got the seat off the other toilet and replaced the broken one. For months now both of us haven't used the seat as we were worried about it happening again as it was quite painful that split in the seat pinching your a*se. Today my sister visited and asked to use the loo before going home, without thinking never informed her not to sit on the seat. Yes you guessed correctly, we heard a scream from the loo only to find out the seat had cracked in exactly the same place and pinched her bum.
Once is unusual, twice is more than a coincidence. I've noticed a few other posts of people having the same issues. To me if a toilet seat malfunctions in exactly the same place on 2 occasions then there must be a design fault or an issue with materials and manufacturing. Its somthing id expect from a £99 B&Q option not a Vitra bidet top of the range loo.
Ill be going back to Glow Quest on Monday, ill also be taking the the pop up plug from the sink as all the chrome is coming off.
The old saying buy cheep by twice certainly doesn't apply in this case

Rang Aftersales on Tuesday 11/11/25 and spoke to Danny Jacobs explaining the spare parts I required.
I was asked to email my details. The parts arrived today, the 14th, they are a perfect fit, thank you Danny. The Aftersales at this Company is excellent.
Keep up the good work.

Linda D

We all get so used to lacklustre customer support, don't we?However, Vitra's aftersales team really went the extra mile when I had a problem with a newly-installed cistern. They worked with me to diagnose the problem and then sent a replacement promptly. I was very pleasantly surprised and I recommend them wholeheartedly.

Needed a replacement part for a toilet seat, which I thought might be difficult to get hold of and would have to replace new. Couple of emails swapped with Danny and Nigel and all sorted. The part was out of stock at the time but Danny arranged for despatch when stock came in. Received over the weekend (without me having to follow up) and all fitted and working.
Fantastic service - can’t recommend them enough!

Following previous correspondence my query was responded to immediately without question

Great company to deal with.
We have brought spare parts.
From first point of contact to purchasing fantastic company to deal with.
Their technical support and identification of products is fantastic.
I spoke with a chap called Dan really helpful.
We had an issue in a hotel and it was urgent to get the gents toilets back up and running.
I Explained the situation and he went above and beyond. He’s a credit to the company.
Thanks again.
Regards
Chris

It started with a tap lever prematurely pitting and looking poor but the journey to a replacement was far from straightforwards as the tap was no longer current, there were no stocks and parts changes had to be made. Danny Jacobs, Vitra Aftersales manager took on the challenge and 4 months later his persistence has resulted in a new batch being made in their overseas factory, it is now fitted and in place - Huge Thanks!

Danny Jacobs was super helpful on supplying spare connectors for a wall hung toilet installation. There was no wait time. Danny could instantly identify the correct part number and order a replacement from the UK based warehouse. Fantastic aftersales support.

Dan Brome in aftersales went out of his way to help identify an issue and provided the solution. Brilliant service when he could have easily fobbed us off and told us we'd need to buy another new seat. Thanks Dan

My toilet seat cracked and so I claimed a new one as I was still under the warranty period. This was received promptly...Happy with the service and the promptness of the response back.