Victoria Plumb failed to deliver a bath 6 times over 3 weeks

i'm at a £410+ loss due to Victoria Plumbs incompetence, offered an insulting £100 good will gesture... sorry not good enough

1st delivery attempt

Our original delivery date was given as 1st May, i did query this beforehand as the bath was showing out of stock on the order, but i was assured this was because it was made to order and would be back from Whirlpool in time for our deliver date. As i was told this date would be met i booked a day off work. we received a time slot of 9.48 to 12.48. i phoned VP at 3.19pm to see what had happened to my order and was told it was collected too late to meet its deliver slot, but couldn't say if it was still going to be delivered that day or not so i still waited, 1st day of lost earnings for no show delivery.



2nd delivery attempt

next delivery slot scheduled for Tuesday 6th may, slot 10.29 to 13.29. another long waiting game, called at 13.20pm to check on delivery status. was told driver will call to let me know how long he will be. at 13.50 the driver called for help with directions. when they arrive one pallet is unloaded marked 2 of 2, everything was on the one pallet except for the bath, sorry only got the one pallet, the other might be on another delivery. seems odd if its marked 2 of 2 that the other one wouldn't be with it.



more calls made, apparently the bath was dispatched from VP, but DX appears to have lost it, cant see how you can misplace a 1800 x 800 bath.



all items checked and the toilet cistern was damaged, and VP arranged a replacement, that we received promptly, the only good bit of customer service we received



3rd delivery attempt

Finally get news on Friday 9th may the bath has been found an will be delivered on Monday 12th, we should get a delivery slot the evening before (didn’t happen). This time my wife has taken a day off work. another long wait and i call VP in the afternoon to see where the delivery is, was advised they would get back to me. I received a call from VP just before 6pm and was told it is out for delivery can’t get update from the driver as he wasn't answering his phone but would keep trying and get back to me. heard nothing so called again at 8.30pm and was told its down to be looked into in the morning.



4th delivery attempt

received a call Tuesday 13th 11.23am to let me know the bath will now be delivered wed 14th may, time slot will be messaged to me the evening before (again not received). my wife had arrange another day off work. i call VP again at 1.30pm to see when our delivery should arrive, again told they will chase the courier and get back to me. no response, so i call again just after 5pm and told nothing can be done until the courier gets back to VP with information, normally given a report by 6pm. i requested someone called me back by 7pm, but as expected nothing.

on Thursday 15th 12.20pm i receive a call from VP, apparently the supervisor at DX freight is investigating what has happened to our bath and will be contacting me direct with some answers. Again nothing.

Friday 16th I've still heard nothing so i call VP, your customer service girl had a colleague on the phone to DX already so got her to query my order and would be straight back to me. about an hour later i get a call back, still no answers for not delivering but can deliver on Tues 20th, this date was not suitable for us. I did ask for delivery on the Monday 19th but was told that would not be possible - even thought you do offer next day delivery! so despite all your apologies you were not prepared to put any extra effort to put your continued mistakes right. i have agreed we could take delivery on wed 21st.

5th delivery attempt

Wednesday 21st May, again we had not received our timeslot message the evening before, so i called VP about 10.30am. i was told they couldn't see tracking info as the original consignment had been closed but was certain it was still out for delivery that day, VP would contact DX to get an update and est delivery time. 7 hours later still heard nothing and no delivery so i call VP again. sales girl brings this to the attention of her manager who is calling DX and will call straight back. over 2 hours later i get a return call saying this matter will be addressed with head office, and will try to find a replacement bath to be sent with a different courier,. but still no answers to why DX hasn’t been able to deliver the original.

Thursday 22/5 received a call from VP to say the bath will be delivered on Friday by DX. i explained i was told a replacement bath would be sent with a different courier. the customer service girl said that wasn't necessary as DX will defiantly be delivering on Friday, I explained that no one will be available before 1pm to take delivery and they need to consider this with the delivery slot.

6th delivery attempt
Friday 22nd May, again we did not received a message with the time slot the night before, so we were expecting VP and DX to fail to deliver for the 6th time.

again I call VP at 12.42 to check if the bath has been dispatched, and again told they are sure it was and would get the outbound team to chase it up and get back to me ASAP. an hour and a half pass and no reply. As i really needed to be elsewhere i call VP at 14.11 and find the outbound team has just had an answer from DX that the bath is still at the warehouse and not been sent for delivery. I’m then told that DX would try and send a van out just to send the bath and would call later to confirm this, i explained that waiting now for a delivery that might not be for another 2-3 hours didn’t suit me as i needed to take my daughter to Gloucester. VP said they would try to arrange delivery on Saturday or on the Tuesday. We had a return call from VP later in the evening but i was driving, my daughter answered and asked VP to call back in a little while. i got home from Gloucester just after 8.00pm tried to call VP but you line close earlier on Fridays.



we went to check on the property that evening and was then surprised to get a call from a delivery driver at 9.15PM saying he’s on his way with out bath and will be with us in 20-30 minutes, at 9.45PM our bath is finally delivered, a bit out of normal delivery times but its actually with us even thought i told VP not to bother trying to deliver that evening.

Box was damaged and a bit damp/wet in one corner, not surprising as its allegedly been in and out of delivery vans for 3 weeks! bath appears to be undamaged