Victoria Plum - www.victoriaplum.com

My order didn't came, even if I ordered 2 weeks prior. I had to call customer service on Monday ( the delivery date was on a Saturday) and I spend 1 hour and a half to get to speak to someone. I decided to cancel the order, they said they've done it in the system and that I will receive my money in 14 working days (brilliant!). It's been a week and I didnt received any email with the cancellation, but one with "your order must arrived by now". So obviously, now I am in the phone for 40 minutes (from customer number 4 to customer number 2). Waist of time, absolutely awful experience and I definitely don't recommend them.

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.

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.

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.

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!!

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.

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

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.

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!

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