victoriaplum.co.uk 

Some of the worst customer service I've come across. I've had to contact them via the live chat service 7 times and still haven't had the issue resolved.

Customer service doesn’t exist, I was supposed to be having live chat and it was like speaking to a robot, I will never deal with this company again

ABYSMAL.. will never shop or recommend victoriaplum.com again, customer service Is practically none existence, when you do manage to have live chat they are not helpful at all.

Utterly terrible. No customer Service whatsoever. DO NOT BUY FROM THESE PEOPLE.

Ordered shower and tiles, the shower came on expected delivery day and I am very pleased with it, however, the tiles weren't delivered at the same time. When I got in touch with their agent online, they told me the tiles had been delayed for 2 weeks. On this information, I went out and bought tiles from another company. When I got home (same day) I received a phone call from their delivery driver telling me he had my tiles and was 5 mins away. Idiot agent obviously made up her advice and didn't check. Their loss as I rejected the delivery and got a refund for the tiles.

I ordered £75 worth of items (4 soap dispensers) on May 7th.
I still had not received them on 26th August.
I understand tha Covid-19 has had an impact, but I have ordered 11 items from China in the last three Months and received them all within 3 weeks.
I have been waiting for the items from Victoria Plum for over 17 Weeks.
A phone call is useless, as it automatically hangs up after making me wait through two repetitions of the same message.
Online chat gets a "Chat Bot" not a real person.
Order tracking doesn't work.
Nor do they send any communication, i.e. Update, Apology, Reason for delay etc.
All in all, Terrible Customer Service.
My advice is not to buy from this company.

The washbasin I ordered came completely shattered and broken in pieces. I have never received an item so thoroughly damaged, it was a shame as now I will no longer trust or use this company and will need to order from somewhere else. I presume it is their courier service parcel force which is to blame but then they should take action in order to prevent future discomfort and dissatisfaction for customers. It was also very difficult to get in touch with someone to arrange a refund since they only allow you to access representatives through a chat.

We fitted a wc from Victoria Plum in January. The toilet seat got damaged and needs to be replaced. They have them, I know how much, but can't be ordered online. And there seems to be no reliable means of ordering one. Someone finally rang me, and as I was driving, couldn't answer. So the system starts again. It's so far taken me nearly 3 hours to not order a new seat. Customer service is shocking.

I had Elsdon combination unit fitted by a plumber. The toilet started to leak and I called the plumber back to fix it. His after sales service was poor and came back a week later to fix it. I noticed one of the doors on the unit had been scratched the following day. As we had other workman in the house at the time, I couldn't be certain it was him who scratched it so I decided to see if I could purchase a replacement door. The answer was NO as these units are premade by their in house manufacturer Orchard. No attempt was made to see if an exception to the rule could be made but I could purchase a whole new combination unit at a 10% discount plus the cost of having it reinstalled to replace the door. The installed unit was less than 6 weeks old. However if it had been scratched before installation they could send a replacement. Apologies were made but this was all they were prepared to do. I would have accepted this explanation if an attempt was made to try to source a replacement door and the answer was still the no.

Worst decision I ever made, appalling service that left me waiting for an order on the hottest day of the year that was out of stock.
I found this lovely bathroom suite I absolutely loved and decided to order it May’20, the delivery was not until August but I sat back knowing it would at least arrive and I’d have my new bathroom fitted by early August.
3 weeks ago I received An email advising that the bath I had ordered with the suite had gone out of stock, they planned to replace it with a bigger one so this was not a big deal to me.
The day before the delivery was due to take place I emailed to confirm my suite would be delivered and received an email confirming it would, I then received a text shortly after confirming it would be delivered and I would receive a 2 hour window for delivery, well I never received the 2 hour window and I never received the suite even though I waited the entire boiling day, as it was a Saturday there were no phone lines and no online chat available, there was also no place to call and contact a delivery driver.
Fast forward to Tuesday, still unsure what was going on I entered the online chat and spoke to a lady who advised me that the suite I had ordered was out of stock and that was it.
3 months of waiting, waiting in on one of the hottest days and my only day off, now I’m possibly being charged by my plumber who was due in on Monday to fit the suite. The worst service EVER.

As many have said, if only I could give no stars. Only way to communicate is by spending hours on online chat 'service'.

Terrible service ordered a radiator on 3rd aug for delivery 10th stayed in all day no delivery .
Tried the live chat numerous time waiting over hour, when I did get through transferee to another department waiting again 50 min gave up . The status on my delivery says delivered ??
I have tried them again this morning got through after 50 min now on hold agin to another department waiting 30 min
That gave taken £268 awful service

Shocking service hiding behind COVID-19. So far I have been trying to get through on the on-line chat for 4 hours, only to get transferred to another on-line chat with another team and start the whole process again! Ordered 1 radiator which was due yesterday, did not arrive despite stating that it has on the web site. I have never experienced such shocking services avoid them at all cost! All I want is a refund now.

have clearly just given up on their retail customers. Do not order from them unless you are trade. Basically impossible to get through to a member of staff and even then they are almost purposely unhelpful, have been told they "will contact via email with 48 hours" about 10 times in the last month.

Ordered a shower and electric shower. Decided not to have electric one but couldn’t get threw to cancel order so thought I’d just send it back once it arrived. They changed delivery date by a week lucky builder could change his dates. All well with order nice quality product. Now to return the electric shower !! Waiting an hour to speck to someone on live chat once threw he was very helpful said I receive email with collection date, now a week later still no email, no contact from them at all. I saved live chat to email because only have 14 days to return for full refund ! I will continue to battle on but won’t buy from them again ! No staff no phone number and hide behind covid 19 as an excuse.

Update, man arrived today to collect the parcel parcel on email or notification he was coming lucky I was home ! Now aware a refund.

Ordered our bathroom suite on 26th June with a delivery date given of 25th of July. Received confirmation emails and time slot only to have no delivery at all. After several attempts to contact received email to say that our order would arrive on 4th August. Order did arrive but the main glass panel for the shower was missing.was told it would arrive before week was over but no panel has arrived and no communication received. Really disappointed in this company as I was looking forward to recommending to family and friends. Very shocked by organisation and lack of communication. As a company as big as it claims to be there is no reason for issues such as these and for letting customers down, as a simple phone call or email to aid in issues would be greatly appreciated by most.

Order placed on 5th july for delivery yesterday. Text received day before confirming delivery, but no 2hr allocated slot, so I tried to track the order, only to receive an error message.
Initiated web chat (as no other options available). After over an hour and a half of being passed around, I was informed that my items were out of stock and wouldn't be available until later on in the month!
I asked why hadn't I been informed of this sooner, and why had I received a text confirming delivery if this was the case? Kitchen fitter starting on site on Monday. They apologised for the inconvenience but there was nothing they could do!
Apologies don't really cut it and I'm now having to find alternatives, and pay again whilst waiting for them to sort out my refund 😡

I would give zero stars if possible! I don’t believe this company has any employees. They are impossible to contact. There is a very professional looking website to order from and they are very quick to immediately process your money from your bank but no goods arrive BEWARE! My order did not arrive yesterday, yet the order status has changed today to say delivered. I have no hot water (or heating) for my 84 yr old father which is causing great anxiety. I fear this may be one huge scam - please do not order from here. Reported to Fraud team at my bank.

Ordered a shower door and the wall posts were missing. On a Friday, after a little wait in the online chat queue (phoned the help number and apparently there's no option to be put through to anyone unless you're trade), I got through at 16:48. I messaged a 16:49 my issue and was asked for my details at 16:52, to which I replied at 16:53 (message was read) and was left without an answer for 10 minutes, a which point a message popped up again saying I am number one in the queue. It seems the staff ran down the clock and disconnected promptly at 17:00 - in the middle of 'helping' me - and I'm left without the parts that should have already been delivered and two days (as they are closed at weekends) before I can contact them again. I have screenshots and transcript, and after struggling to get through all week I'm more than disappointed that I've not had my issue resolved.