victoriaplum.co.uk 

We bought our bathroom taps five years ago. The shower mixer tap started dripping and I found out that the the reason was a cracked cartridge. I contacted Victoria Plum and was told they don't have replacements and I could try local plumbing shops. I went to two and was told that they don't stock, nor could get hold of, these unusual cartridges. So, I have now had to but a completely new shower mixer tap. What a waste of materials, money and time! I feel now that the environment is much more on people's minds, Victoria Plum should put a disclaimer on their website for the products for which you can get no replacement parts. Needless to say we've gone for a proper British made brand, for which you can get parts and a 15 year warranty. You really do get what you pay for.

I am never going to shop with VictoriaPlum again.
Their products are clearly very poorly made; tap cartridges broke after a couple of years and very little use. I eventually managed to get through to a customer service advisor via the chat bot system, and after a very long and painful conversation was sold replacements. These arrived quickly, however they are not the correct item. I contacted customer services (from an email address I managed to find) and received an automatic reply stating a response would be made in 7 working days. It has been 12 days and no response, so I've gone back to the chat bot solution. Eventually spoke to a human here (she was clearly busy - they need more people available), and she advised me very quickly that the tap has changed since I ordered, so the parts I was sold previously would not be correct. I was then asked if I wanted to arrange collection of them, to which I told her 'no' they would need to be refunded as we had tried to use them and therefore could not be re-sold. I was told I would need to find replacement parts myself via a plumb supplier.

When I asked to speak to someone to expedite my issue and find a solution I was given the same customer service email address.

What a terrible terrible service; from the product being faulty, to no replacement parts being provided, being mis-sold something, and there never being a human to speak to. Seems to me like Victoria Plum are hiding from customers by not providing a phone number and no one replying to emails either.

Terrible.

I am only giving one star as there is no option to give zero. Very bad service. I bought an expensive bath which developed some discolouration. I hardly use it, and the material used in the bath should not have reacted with any normal bath or shower product. Appalling service as they are saying it's wear and tear. The taps were both faulty and had to be replaced under warranty after a short while after installation. Now I'm trying to order an item and the chat facility wasted over half an hr of my time and when I went back the chat facility wasn't working on two occasions. Won't shop at VP again.

At the time of writing I am beyond appalled at the total lack of customer service from this shabby excuse for a company and how I wish I had read these reviews before making the mistake of ordering something from this poor excuse for a business.

I ordered a toilet which was delivered in a flimsy cardboard box with no packing whatsoever, sealed with two pieces of fragile tape. Needless to say it arrived in a million pieces.

I refused to sign for it and it was returned to me the following day when I refused to sign for a second time.

Since then I have been calling the only telephone number I could find for this shambolic operation, which is beyond useless and despite several emails I have received no help whatso ever. Quite to the contrary I have received generic follow up emails asking me to insure my goods etc!!...Is this an actual joke!

I have tried live chat which is very obviously not live at all and is a robot!

I have given up hope of resolving this matter.

Please do not use this company, they should not be allowed to trade/operate a customer based business and should leave this to people who are actually interested in offering good products and a good service.

Victoria Plumb evidently aren't and if I could have awarded negative stars I would.
DIABOLLICAL!!!

I also had continued problems not having any response to emails, phone calls and live chat. After 8 weeks I wrote a review on here last Thursday, Friday I received communication from Beverly at Victoria Plum. Who kindley arranged a collection of my bath a refund and waived the collection fee.

Many thanks

4 years ago we replaced our bathroom suite using Victoria Plum. The designs were great but we paid an understandable premium for them. Subsequently we have had problems with both the basin tap and shower. The tap has had to be replaced once (under warranty) and has needed 4 different cartridges to stop it dripping (and it is now dripping again). A tap cartridge should last years!

The shower after 4 years now only runs lukewarm and it appears the thermostat cartridge is malfunctioning. Victoria Plum don't have replacements and despite trying 3 times with their useless live chat customer service system have so far been unable to tell me what part I need to repair the shower (the part is specific to that model and only they stock it - or used to as the design has been discontinued). Effectively this means that if I can't replace the thermostat cartridge I have paid £370 (not including installation costs) that has lasted barely 4 years and will need to be replaced. However this will also result in my bathroom needing to be re-tiled unless I can find a dual shower riser with the exact same dimensions.

To say that I am unimpressed is a gross understatement. Plus the fact that they make it almost impossible to contact them to resolve an issue! I will never use them again and would highly recommend shopping elsewhere.

Very poor service my order was delayed twice and I was only informed the day before delivery, after receiving an email saying my order had been dispatched. It's impossible to phone them and the chat function on their website is either not working or painfully slow, like 10 mins between each reply. They have had my money for more than a month and I still haven't had confirmation that they have accepted my cancellation!

Aftersales is a joke, no customer service at all.

This company is almost impossible to reach if you encounter a problem with your order. I wish I had checked trust pilot before using them. The products I ordered were delayed by 3 weeks so I had to cancel it. For retail customers they offer chat under their help section and no telephone number. This could have been okay but the chat was completely unresponsive. I tried a number of times and never got a response within half an hour. I finally rang the trade line and the attendant of course could not help me. He said they only offer chat to retail customers. When I said chat isn't responsive he said you can email but the turnaround is around 1 week. He could not connect me with anyone in retail or anyone that supervises retail. I tried chat again and was happy to see i was first in the queue. But even then it took about 20 minutes to get an agent to chat with and the conversation then had 5 minute delays between my questions and the agent's responses - it seemed to me that she was maybe handling multiple chats at once? Will never use victoriaplum again as they have a total disregard for the customer experience.

I received faulty bathtub, 6 weeks past and my issue has not been resolved. I am already 6 weeks without bathtub, unable to have bath or shower. The worst Customer Service I ever dealt with. They don’t care about their customers at all. Chat is always busy, it take them weeks to reply to emails. Unbelievable!!!! Never, ever again.

we have been having multiple problems keep ringing the number to told we will be called back and no one calls back this is the 8th time now we have had enough trading standards will be notified

Awful Customer Service - no phone number to call and their "chat" is a robot. This is another company hiding behind the current pandemic. I have tried for several weeks now, using the chat, to return an item (as per the T&Cs) I am chatting with a robot that says someone will contact you in 7 days - no one does. I have an item that I want to return and now they are saying "sorry you are out of your 14 days"!!! Do not use this company if you are looking for good customer service.

I ordered green Annecy tiles. They seemed of very poor quality. Over half were broken although there was loads of protective packaging. I need to get rid of the broken tiles myself as they don’t collect them. Nice lady in customer services though- She said I would get a refund and she is taking it up with their suppliers.

Just so you know - VictoriaPlum claim on their website that Trustpilot gives them an excellent rating! Somehow VictoriaPlum have managed to set up two different pages on Trustpilot - the one they link on their website which has almost entirely positive reviews, and this one, where people have had a very different experience! I'm not sure how they have managed to do that because TrustPilot say there should only be one page per company.

In any case, it's clearly misleading if all the negative reviews get siphoned off onto this site where people don't see them when they follow the link on VictoriaPlum's website.

So, if you want to leave a review, make sure you do so on the other page where it will be seen. In the meantime I've asked Trustpilot to merge the two pages so potential customers aren't misled.

Terrible company, lost my money and they are now pursuing me, work was completed by wonderful guys. I've had to cancel my card due to senior manager suggesting I haven't paid, when my bank says I have. terrible, shocking. No apology for their financial services. Still going on.
Never again

Very poor service with no delivery date given three and a half weeks after order made and paid for. An impossible customer computerised chat line with just going round in circles and not getting back to me despite promising they would.
Definitely will not be recommending this company.
Why can't I speak to a human being to sort out the problem?

Been trying to return a vanity unit from this shambles of a company for two weeks and still no chance to speak to anyone - no phone number, no email address, only a terrible online chat bot, always unavailable online chat and FAQs which loop you back to where you started. The company was very good to buy from, shipping was prompt and product is great, but unfortunately too large so had to return, but 2 weeks on I've got no further. Trading standards will be contacted to discuss options, STAY CLEAR

I figure we had a very lucky escape. Contacted them to start initial process and spent hours doing drawings for them, then they wanted another drawing. Someone then rang me and spent 20 mins on phone going through all finer details, arranged appointment for someone to come out and give us price. Said person did not turn up. Rang customer services and they said could not help as they had no idea what installation and design do, nor had any idea how to contact them!!! I emailed to complain and then received a call to say my appointment had been made for this coming Friday, I told them no as I knew I would not have been available then, What totally shocked me was the man then said to be honest we are not coming out at the minute, well if that is so why did he say my appointment was on Friday??? Totally caught out in lie. Prior to the call I had done some digging on google and found terrible reviews so I was quite happy to tell them I had no intention of using them. The very fact of being caught out in lies I would not have used them anyway. Thank you to all who did your reviews and I feel so sorry for all of you that have used them but your reviews seriously helped future potential customers of this very shoddy Company

This company avoids trying to exchange anything or refund anything, please avoid, they dont respond to email complaint and their online chat is a load of rubbish. Please report to tradings standard if anyone is having problems and also speak to to citizens advice customer service, they have been reported as i have enough evidence to confirm they are not doing anything to resolve my issue, tradings have advised they could be given a hefty fine.

This company service is truly awful. My order was meant to be delivered in 48 hours and it never arrived. Total silence from the company. Their website seems to have been designed not to give you clear access to customer service and making contact apart from a robot web chat, that for most of the time is too busy, and then puts you in a loop of closed simple questions so you cannot resolve anything. Finally, on asking to cancel my order on the chat, I got a human who then said it would take 14 days for my order to be refunded. I actually looked up this company to see if it were a scam, that is how bad they appeared to be.