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"Got my new toilet arrival, but after opening found it broken, clearly from their forklift truck puncture in bottom of box and broke toilet. I contacted them and they did not even respond after a week. I then chased them sent picture evidence and they just said they would not replace it!!!
Avoid this company, if you are looking for a fast service, or any after sales service. This is one just best avoided."
"All seems great on the TV ad and the website with quality goods at great prices... and if there are no issues with your order that may be great.
Fristly, the shower trap and pipe supplied would not fit together due to a non standard fitting. I rang expecting to receive help but was instead told it was my fault as they did not specifically say on their site that they did fit! I asked for advice on what i needed to buy to make them fit and was told "We are not a plumbers & cannot help". I was then told that i could have ordered it with an adaptor fitting for the same price but failed to do so!
Eventually and after pointing out my right to have a product that is "fit for purpose" and an extended debate about a trap where i cant source a fitting to fit to it is fit for purpose or not I was told a replacement would be sent and would arrive in the next day or 2 as a gesture of goodwill! It was a week before it arrived and I had to buy another elsewhere to get on with the job. Just as well as when the replacement arrived it was identical to the first one and equally useless!
Then when i went to fit the shower enclosure there were missing parts. Firstly the support bar for the side section was missing and also there was no way to fit the side panel to the door trim. Furthermore the instructions which were mainly pictures with a few words of broken English (e.g. "step 3: fixxed the fixxed glass" and "begin to install the seals, then all is okay, pls fix the aluminium") were not for a rectangular enclosure but rather for a recessed door as were the fitting supplied. I rang them to query and was told i had to send photos (of the missing part?) and the packaging. Luckily i still had the packaging as the representative told me that they would otherwise do nothing (clearly a breach of the consumer goods act).
Today (5 days later) I chased and it seems nothing has been progressed. They have still not had any answers from the manufacturer (Victoria Plumbing do not appear to have any product knowledge and can only answer queries by referring back to the manufacturer). Each time i ring there are between 8 and 17 customers in the queue (read into that what you wish). Most staff are not properly educated in the law of the land and many have no concept of customer service. Today i spoke to one who was and she understood my frustration!
This has been an awful experience. I am now at the point of going to Homebase, buying a new screen from a reputable dealer and sending this one back as it is not fit for purpose. I am not expecting that to be an easy thing to achieve either!
Using this company has caused significant delays to the project, caused a great deal of frustration and wasted hours on phone calls and sitting in queues to be "fobbed off".
You make your own choice but I wont be using or recommending them ever again whatever discounted prices they offer."
"We ordered two vanity units and added a small downstairs loo sink unit a few days later.I placed this order and money was taken out of my account immediately on 2nd feb 2016 when i kept ringing i was informed they put my order on hold until a number of phonecalls were made and eventually my order was dispatched 15th march. They forgot to deliver the small unit so promised next day delivery one vanity unit was damaged so they said they would replace it and send another 1 we were to dispose of unit ourselves which we did the second unit came in a worse condition than the first i phoned and sent photos as requested and was told it was the delivery company fault i explained the box was not damaged and that it must have been damaged before leaving the warehouse and was abruptly told they would not send damaged goods out and arranged next day delivery for 3rd unit. This was march 16th i phoned on 18th admittantly end of the day because i was still waiting for delivery and was told they were sorry but it was still in warehouse and would be with me next day tuesday 22.03.16 I dont know where next day comes into almost a week of waiting for delivery. Unit came today and was damaged again luckily i could swap the door off the last unit to make the best of 2 units even though side was marked i will make do. Never will I order from this company again although the units do seem solid. I was also told essential items to buy to attach sink to wall which I did purchase and they are not required i phoned the company as they were still advertising essential items and they said I could return them but that would have cost be postage so I couldn't be bothered. Its been an absolute nightmare wasted all my annual leave waiting in for damaged goods."
"Avoid this company at all costs! Over a month after my £1200 order was delivered I'm still waiting for a replacement missing part - a toilet flush pipe!
During this month I've called multiple times (and sat in their ridiculous 45 minute queue) and emailed half a dozen times. Emails go unanswered and I guess they think you'll give up with the phone queue.
I've finally received confirmation today that the missing part will be sent this week but told they will not reimburse me for the additional plumbing costs because 'they do not have to'.
Worst customer service I've experienced in a long time!
AVOID!!!"
"Worst company to deal with! Do not buy from them!
12 calls over three weeks, 40 minutes wait for customer service and they all say the same thing 'your item will be with us in 2-3 days and will be shipped next day'.
Although customer service apologies they don't seem to know what’s going on with their product, actually it's not their product they are only middlemen for the manufacturers!
Ordered 23rd of November and now 17th December and still no delivery looks like the whole family will be washing in a sink for Christmas... Awful, awful company!
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"Awful. Do not use. Worst experience I have ever had with online shopping. 40 minute wait on phone chasing order which still has not arrived a week after ordering. Three phone calls all with ridiculous wait time and eventually given a 5 hour window for delivery. Do not use this company. They cannot deal with the business and do nor deserve business. Treat customers appallingly. "
"Using the web site to look at bathrooms/fittings available was user friendly giving good pics and dimensions.
Unfortunately customer service after sales not so good. Had a problem with shower, when calling customer services they could not do anything until I had sent a photo of shower on wall. I then needed to chase response after picture sent and it was apparent nothing had been done to sort issue until I chased-disappointing. I did receive replacement parts by post. Once fitted the shower constantly dribbled. On calling Customer services a refusal was given to me to return items for refund. Manufacturers details given for me to call and discuss issue, and I was told I could not speak to management at Victorian Plumbing until I had called manufacture, then they would put in a 24hour call back request, did they realize I was a paying customer?? Shower now sorted thanks to manufacturer sorting but issue took over 2 weeks to resolve, not what you want when purchasing a new bathroom, am I expecting too much not to receive a faulty product. I have since been told by various tradespeople they never touch this company due to similar problems. The whole customer service procedure is a pain and you are left running around in circles - so frustrating. I would never buy from this company again nor any other online similar company as it is such a pain to sort issues when things go wrong.
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