Victoria Plum - www.victoriaplum.com

Victoria Plum - www.victoriaplum.com
★☆☆☆☆
1.2
4.0% of users recommend this
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Latest Reviews

“AWFUL ”

★☆☆☆☆

written by mwDaly315 on 28/02/2024

Awful experience and awful customer service. I bought a TOILET for next day delivery, as I needed one urgently. Driver calls me the following day at 7am telling me they will be delivering my parcel shortly. The toilet was never delivered however and concierge couldn’t find it. Upon calling customer service, I finally get proof of delivery (a photo showing a TINY box - clearly NOT a toilet). Customer service asks me to pick it up, open it and send them a photo showing that that’s not… a toilet! The parcel was not even addressed to myself and with a different postcode on. This was a huge inconvenience, as i had to personally go to the property (i don’t live nearby) and send proof of the non-delivery. Once received proof, customer service was insisting on re-delivering the toilet, which given the circumstances, the already ridiculous experience and the fact that I didn’t need it anymore (had to go buy it from a shop), I said no to and asked for a refund. The refund is allegedly been authorised, but it won’t be released UNTIL i return the parcel which they mistakenly delivered, asked me to open and send a photo of. This implies me going back there, wasting further my time. Not that I am not intending on returning it, but as a matter of principle, the refund should be immediate and regardless of them being able to pick up their parcel. Stay away from this company, I bet half (if not more) of the good reviews are from their relatives.

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“New Company, same name, still unethical”

★☆☆☆☆

written by JohnMac111 on 25/10/2023

Took money when they knew they were going into administration. Now trading again - as Victoria Plum again - but using old company TrustPilot score of 4.5/5. Unethical, uncompassionate, untrue. Never use this company.

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“Gone into administration ”

★☆☆☆☆

written by RebekahShelton46 on 01/10/2023

I have placed an order last week and not received yet and no communication. Just seen on there website that anyone who placed an order since Friday won't be getting there order or money back. Absolutely a disgrace, surely they knew they where going out of business. I don't know how the old and new owners and also the staff that work there can sleep at night.

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“Shocking Customer Service”

★☆☆☆☆

written by Nick020462 on 20/09/2023

Update - 20th September No response from Victoria Plum yet again! No response from their Chatbot System. They still owe us £159.00 for the damaged sink unit and still haven't supplied us with the correct Bathroom Panel. My wife is going to try again to contact Victoria Plum and I will now start the ball rolling with contacting Trading Standards. If anyone out there is thinking of buying anything from this company then please read my review and my recommendation would be to give them a very wide berth and go elsewhere - The way they treat customer is disgraceful! Update: Just seen the patronising response from Victoria Plum. How are you expected to check every single component in every single box prior to the Tradesman arriving when has has been booked in months before to arrive the next day after the delivery??? Yep, it is the customer’s fault again - Incredible!!!! Second Update: Replacement panel has been received and it is the wrong size!! Surprise, surprise, no response received as of yet received regarding when we will receive our refund. What a shower this lot is!! (Excuse the pun) Customer service and quality?? You’re having a laugh!!! Latest Update - 15th September: No refund as of yet! (Hundreds of pounds) No response as of yet! Still cannot get through to Victoria Plum through their abysmal Chatbot service! “Nobody is here right now” is the constant message we always get No person to contact! Awful, awful experience – Victoria Plum, you must be seeing my comments on here and not even to respond, allowing me to communicate the shambolic way you treat customers is beyond me. If this situation and my refund is not resolved on Monday 18th then my next email will be to the trading standards and the ombudsman. Shocking way to treat customer who have spent hundreds of pounds with you! Latest Update: Monday 18th September Refund received for the toilet unit, still waiting for a refund on the sink unit (£159.00) reference number: OSCAPACK4 Communication problems yet again - Called the Victoria bot twice, have been issued a ticket promising to respond via email and surprise, surprise - No eMail. Still have not responded regarding the incorrect size bath panel. Every time, there is communication via the Victoria bot, there is never an advisor available - What is the point of having this Bot??? Victoria Plum - Refund for the sink panel and confirmation of when we will receive the replacement bath panel by end of play tomorrow or all of this communication will be sent to trading standards. The experience we have recently received from Victoria Plum has been disgraceful. 50% of our bathroom components delivered were broken (Sink surround, Toilet surround, Bathroom panel moreover they must have been boxed this up knowing they were broken from the Warehouse) Customer service was shocking – Live chat offered only, no option to speak to a human being which resulted in my wife spending an hour and a half to resolve these issues – Trying to save money on customer service resources is more costly to them and more importantly, more costly to us and wastes our time. Significant disruption has been caused not only to us but also the person fitting the bathroom, luckily, we have a downstairs toilet otherwise that would be an interesting situation!!! The components that were broken are now not in stock and we would have had to wait until October for delivery so without a bathroom for another 4-6 weeks. Unsure what these people think we would do in terms of washing and using the loo, clearly don’t care, so we have had to buy replacement units ourselves costing several hundred pounds. Lastly, I will be keeping an eye out for how long the refund will take to come through otherwise I will be reporting them to trading standards. To summarise, poor quality, poor service, poor experience and would never use this lot again and suggest you never use them either!!

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“Avoid like the plague”

★☆☆☆☆

written by devomcdyff on 18/08/2023

We purchased close to £2000 worth of bathroom parts and never received a £50 tap. My partner took delivery and they brought the kit in and asked that we later check if there any issues and get back to them within 5 days. They did not check the items delivered individually and tick them off as I have found other suppliers do, nor they they ask us to sign confirming receipt. We later found that the tap wasn’t there and contacted support who said they had a photo of the tap in the van (they may as well have had one in the warehouse for all that’s worth) and the tap never came back to the depot so they consider the matter closed. This is despite their terms online stating they will replace missing parts if reported within 7 days and them stating to us in correspondence that they photograph the item in the van and again once delivered, even though they wouldn’t provide a photo taken once delivered when we queried, which is because they didn’t take one. Thankfully it was a cheaper item missing, but I’m staggered by how unhelpful support were and what poor policies they have. On principle, we are taking this up with the small claims court and I’m leaving this review to try and help anyone else being duped by them.

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“Awful Service”

★☆☆☆☆

written by 343Alvarado on 04/08/2023

No show on delivery. You cannot contact them unless via live chat- 3 hour plus waits to get through. Insanely terrible service. Avoid at all costs

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“Appalling delivery and customer service”

★☆☆☆☆

written by 183Howard on 13/04/2023

Ordered three items to replace a shower on advice of a plumber. Less than 24 hours prior to delivery informed one item would be delayed seven days and then, two days later told without explanation or apology that delivery would not be for another 15 days.

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“Worst customer service experienced in the last decade”

★☆☆☆☆

written by Kitiara on 10/01/2023

Un-freaking-believable. God awful service. Insanely incompetent customer support team that are basically useless. I write this while i am at my wits end with this extremely unprofessional company. I organize a delivery for Thursday and pay extra for it. They tell me they will send me an email on the day of delivery to inform me of my timeslot. Nothing arrives. I use their tracking link and inform myself that my delivery will arrive between 8:39 to 10:39 in the morning. I stay home all morning only to find out no delivery. They have no phone lines so you can try different combinations of words on their chat to finally get to a human being. After querying, our human being tells me there is a delay and it will arrive at 11:50. Meanwhile the tracking continues to state 8:39 to 10:39 while the actual time is already 11am. While i do understand its an estimate - what i do not accept is this estimate doesn’t get updated. How can one plan one’s day?! I wait till 2pm no delivery and i have to leave. Finally i get a msg saying delivery missed and i have to now pay 40 quid… thats right, 40!!! To reschedule. And i have to use the stupid chat again on Fri. So i ask for a reschedule for Monday. But they say no can do as they dont do deliveries on Monday. (Btw their website says otherwise but nvm no big deal i ask for a Tues delivery then) Now this time the human on the other side says someone will contact me to take payment. I wait the entire Friday, Saturday, Sunday - no email link no phone call no request for payment. I chat these people again on Monday and escalate this, and they claim someone will call by 5pm for my Tuesday delivery but if i don’t get a call by then, i should chat them again. I ask if they have my number on file. You know, just in case I’m not being fair and they don’t have it. They chat it back to me quoting my number correctly. So, i think ok lets wait they have the right number. Of course, i should have known they are completely unreliable based on various experiences. So no call and guess what? At 5pm when i chat them again i am informed that all humans are gone and i will have to try again tomorrow. Its now Tuesday. And i try again - they email me back saying they don’t have my number asking for it (remember me checking yesterday?) so i reply with my number again. They respond that someone will call back. ITS NOW WEDNESDAY. Need i say more? Avoid like the plague if u don’t want to lose a couple years off your lifespan from this company’s unfair and dirty business practices. PS: everything was recorded so everything i have written here can be evidenced and proven. Go to other companies i used Wayfair and have had way smoother experience! Not worth even saving 100 quid to deal with this sort of unethical business!

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“Missing items damaged item”

★☆☆☆☆

written by AliaDowney on 03/12/2022

I purchased full bathroom taps are missing toilet sink damaged grating missing. I tried to contact vp by email then the app. Finally got Web chat on for 1 hour. You only have 3 days check product for return or missing or damaged item. I explained I had covid had to wait 10days so someone could check order. I sent email on 10 day Web chat to explain missing item damage item. I was told nothing could be done over the time even though I was a disabled lady with covid at time. They then said replace sink with no taps and grating I paid for. I explained I can't afford buy taps again basically they don't care. I explained not happy I did receive new sink got the guy to open it to check it's fine. I explained that I tried to phone the delivery number supplied by them in text message but the number not in use

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“Victora Plum - Unhelpful, Unprofessional and Pathetic”

★☆☆☆☆

written by LukeLl on 01/12/2022

Victora Plum has given me the worst and most unprofessional service I have ever experienced. It has been utterly pathetic. I have been left waiting for over a month to order a single functional toilet. So far, I am at 4 attempted deliveries with no working toilet to show for it. I’ve had 2 deliveries, that just never showed up with no way to track them and no word from the company to say that they won’t be coming. I now had two deliveries that have arrived broken and unusable, and in once case dangerously shattered. Both arriving over a month late. As a result, I am considerably out of pocket, with builders waiting for this simple but key component that just keeps not arriving in a useable state. Victora Plum have refused to take the defective toilets away and so now have two useless and dangerous, broken toilets sitting in my living room just in time for Christmas. Appalling customer service via the online portal with humans that try every lie possible to get out of doing what is right or will do the minimum necessary only if really pushed. A total refusal to take a simple phone call or attach a single human to try and resolve the issue from start to finish. This means that each time I must start the story from the beginning again and again. Each time I reach out this story is getting more and more unbelievably farcical. Easily the worse customer experience I or any of my contractors have ever heard off. Victora plum is a total must avoid!

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“Terrible customer service avoid at all costs.”

★☆☆☆☆

written by Alpacanick on 17/09/2022

Ordered three items delivery was good, sadly one of the items a sink was cracked, fair enough a replacement was quickly sent. Then the problems started the replacement sink was broken too.you could not speak to anyone, only an on line chat, everything cast in stone no flexibility, replace or refund only, a third sink was sent I could not believe it and neither could the delivery driver as he was there when the box was opened, the sink was completely broken in half so he took the third replacement straight back, we are now awaiting the fourth sink which I’m guessing will arrive broken too. The reason we persevered is that we have ordered marble worktops and the hole has been cut to those dimensions. All boxes arrived open although they had originally been stapled across the front. When I asked the online chat person why this was she saiid she expected Quality control had opened it to check before it was sent out. Lol unbelievable. So avoid at all costs.

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“I have not received my refund after 45 days”

★☆☆☆☆

written by Sareh22 on 02/09/2022

I have returned an item 45 days ago, and still I have not received any refunds. There is no way that they reply your emails or you can call them. I had an online chat and they said we have issued the refund, but I never received it.

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“Avoid at all costs”

★☆☆☆☆

written by on 27/06/2022

Spent over two grand on a bathroom & en suite for a big extension project and failed to notice that a support bar was missing for one of the shower screens. I timed out on reporting it missing so they won't provide that which I paid for even though they admit to not dispatching it in the first place. Now they won't even re- sell me the part (that's mine anyway!) and I have no prospect of getting one as the MODE brand is exclusive to VP. I feel sorry for their online operatives who must spend their entire existence apologising for the shortcomings of this dreadful company. I've made my last purchase with them that's for sure.

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“Dangerous - should come with warning "Do not sit on!"”

★☆☆☆☆

written by on 21/06/2022

bought a toilet seat off of them in January the first time i sat on the lid to bath the dog it cracked total rubbish my old one was 20 years old never had a problem with it well made came from B&Q. contacted Victoria Plumb they said it wasn't meant to be sat on no warning on the box. As i said not impressed with their quality or service. the item number is Accents oval duroplast soft closing toilet seat with lift off x 1 (ACSEAT01) £31

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“Do not use this Victoria Plum”

★☆☆☆☆

written by JaseGunn210 on 21/04/2022

I don't normally make these posts but we have had the most appalling experience with VictoriaPlum.com and wanted to make sure that nobody else ends up in the situation we are in. Even their CEO has showed no interest in remedying the situation. Their professionalism and work ethic has been appalling, with building regulations breached including live cables being left hanging from our wall without being made safe. They have charged us high end prices but put in cheap materials, have put uneven tiling with huge gaps and some cracked, have put pipes diagonally across cupboards and bent and sealed pipeworks in ways which would have resulted in leaks and blockages further down the line. Other people in the trade have even queried whether he is a plumber. They also lay underflooring to try to hide the problems but this was not level and was so high the door scraped it. They have also tried to charge us for things they told us would be included in the price and they asked us for recommendations for an electrician, even though this should have been provided by them. When we raised these issues we were continually dismissed, they tried to just cover up the issues and they even said we were "pains in the ass". Eventually, despite them trying to force us otherwise, we got the worker removed. However, they then said they could not bring in anybody else for nearly 3 weeks. This means we are without a sink, bath or shower for more than this time. Additionally we had to bring in our own worker to rectify some of the issues to make the toilet usable in this time as he had removed screws and just balanced it on wood, meaning we had to hover over it. Due to the low quality work we requested a detailed cost breakdown of the quote 5 times but apparently this does not exist. Clearly they have pulled a number out of thin air to make maximum profit. They refuse to discuss how they will remedy all of the issues and whether they will replace the tiling which is not level or adequate and falls off with little force. They also refuse to discuss compensation until they have finished and we are paying for the work, meaning we will see nothing for these issues and the stress and turmoil we are going through. Their CEO is aware of all of these issues but just forwarded our email back to the people we are already dealing with, showing no accountability for his company. Clearly they don't adhere to their values of being honourable, bold, dedicated and creative. We are currently in the process of trying to cancel their service so we can be done with this nightmare and we can hire somebody else to finish the work to a decent standard. Do not use this company if doing any work in future. It is not work the effort, time and headache.

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“Terrible customer service”

★☆☆☆☆

written by rhystownsend21 on 16/03/2022

Been waiting over a month for a promised refund and having to chase constantly. Do not bother.

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“AVOID AVOID AVOID!”

★☆☆☆☆

written by VickyNotKaren on 09/03/2022

Honestly if I could give this company 0 star I would. Purchased a sink last year, arrived completely smashed, was just placed in a box with no protection. They sent a replacement sink which I thought was fine, stupidly I only opened the box to check the replacement wasn't smashed too, it wasn't so thought all was well. Has workmen in this month to install it, upon opening the box fully we then discovered huge crack in sink. Victoria plum refuse to replace and implied we could have damaged it even though you can see its not even installed! AVOID AVOID AVOID. You just need to look at twitter and see this is common. 

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“Appalling customer service”

★☆☆☆☆

written by muBenson112 on 18/02/2022

VP customer service is appalling. Not being able to speak to a physical person is ridiculous and the response via the chat is slow. Advisors take on average 2 mins to respond to every response. They close your email queries before actually resolving them and then do not respond when you try to get a resolution I have tried to get a replacement item and although the site says next day, i have to wait 4 days when i am ready to install a product. The agents are very generic and unhelpful. they do not budge or provide anything close to good customer service. Bought another item, tried to cancel but it delivered. asked for an exchange and they had increase the price for the exact same item and refused to honor an exchange within 3 days or it arrving

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“Terrible customer service”

★☆☆☆☆

written by Robjtim on 09/02/2022

Ordered bathroom. Shower enclosure has chrome bar behind glass with no access. Plating discoloured in just 4 months as no protection from water ingress and only way to access is remove shower door and support bar. They claim I used abrasive cleaner yet you cant access it and the accessible parts are all clean with no discolouration. Clearly design fault but they say sorry we can't help you sorry for any inconvenience so go elsewhere

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“Absolutely horrendous company to deal with…..avoid! ”

★☆☆☆☆

written by RosemaryMacKinnon478 on 25/01/2022

Absolutely horrendous customer service, I placed my order online and all the goods were in stock but I had my delivery put back 3 times, I had already waited over 2 months for them to deliver??? so I decided to cancel the order as I couldn’t wait I requested a refund and I had an acknowledgment saying this had been all done but I received one of the items and now I’ve just had another email telling me the other items are being delivered. So far I’ve received no response and no refund….AVOID AT ALL COST and save yourself the stress and hassle I went to another online company and received all my items within 2 days of placing my order no hassle….I’ve requested for their CEO contact details on several occasions but nothing I’m at my wits end as to what I can do now as it’s a lot of money that they now owe me ☹️☹️☹️

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Asked by jules0101 on 4th February 2015 Report this content
Has anyone else encountered problems with the Boston shower screen? Where the glass falls out of the frame that is attached to the wall?

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Asked by ColinHW on 10th July 2014 Report this content
How do you install a Wenge back to the wall toilet unit, which has a single fixed back panel?

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