Victoria Plumb
Customer Reviews
 In
case you don't have time to read my long-winded account
below here is my summary:
Absolutely dreadful after sales service
Based on my experience, I
would describe Victoria Plumb as follows: Great website,
appear to have good range of items, prices look okay,
website very efficient at taking order and taking payment
straight out of credit card (rather than on dispatch as
some other companies do) but absolutely dreadful after
sales service. Not worth the hassle in my opinion!
Victoria Plumb
- I won't be bothering them again
We stumbled across Victoria
Plumb's website whilst looking for a freestanding sink
unit for our bathroom and liked the look of their Navale
compact sink unit - cost £240 including delivery. We were
impressed by the website, their range of products and
their claim that they could deliver this particular item
in 5-7 working days.
We placed the order and got an email within a few minutes
confirming the credit card payment, including an order
number so we presumed all was okay and that we would
receive it within 7 working days as per the website.
7 working days came and went and we heard nothing more so
the following weekend I decided to call and chase. I rang
their delivery company first (in case our item was sitting
in a depot somewhere) who rather worryingly had never
heard of us so I then rang VP direct on Sat morning. Took
a while to get through but spoke to a lady who said she
couldn't find our order on the system at all and said she
was on her own in the office and could someone call me
back? Predictably nobody called me back. Emailed them as
well, nothing.
Rang on the following Monday at 10am and took an hour to
get through to anyone on their 0870 number, I haven't
checked phone bill yet - hate to think how much all these
calls cost me! Each time I rang, the call would be
answered by an auto 'your call is important please hold '
type message, I would get put on hold for ages before
getting a voicemail saying nobody is available, please
leave a message. I left a message but had a feeling this
would get ignored as well so kept trying because I was
concerned that I had paid £240 for nothing.
I eventually got through to a rather abrupt lady who said
they had tried to contact me because the address details
didn't match the credit card and in the end they had to
cancel. We are refurbishing our new home and haven't moved
in yet - this must surely be quite a common occurrence?
This hasn't been a problem with the many other websites we
have used; we found that as long as we specified the
correct billing address as well as the delivery address
and/or the website used some kind of verification tool
(e.g. verified by visa) we have been fine so far.
In any case we gave full contact details including
telephone number with voicemail service and heard nothing
from them, as far as I am concerned VP made no effort to
contact us. All of this could so easily have been sorted
out with one call or email but they obviously couldn't be
bothered. When they cancelled the order they didn't email
us to let us know - are we supposed to be psychic?
To be fair, they did refund us in full 8 days later so
that was something at least but it meant that we were left
without a sink unit and had to start over again with a
different supplier and this has delayed getting our
bathroom installed.
Although this may seem to be a relatively trifling matter
to some, in that it was only one item and we got a full
refund in the end, however it infuriated me that VP's
after sales communication was so poor and it took a great
deal of perserverance on my part to get to the bottom of
this matter and ensure a refund. Everyone I spoke to at
their end sounded totally disinterested and tried to get
me off the phone as quickly as possible.
Never again……
Shockingly
bad company - stay well clear!
I am so mad that I am thinking
about contacting Trading Standards and a TV programme who
looks into this sort of thing.
This company
is absolutely hopeless.
I, like a few others on here
made the mistake of thinking they had an attractive
website, had a nice range of bathroom products and were a
customer service focussed company - ha!
I ordered a sink and toilet from them in about August '07.
The first delivery didn't turn up because the driver
couldn't find our road, even though he had SatNav (which
my friends have and have never had a problem). When the
goods did arrive a week later, the lid to the toilet
cistern was cracked.
The replacement lid was ordered and arrived a week later,
smashed in half. It was only wrapped in bubble wrap in a
plastic bag. A second replacement lid was ordered and
arrived a week later, also smashed.
The third lid was ordered but the warehouse didn't action
the order. When the lid did finally arrive a further week
later, it was in pieces. The next delivery we got was a
whole corner toilet which we hadn't even ordered. They
said they could pick it up or we could keep it, so we kept
it and sold it.
Then we had to wait for the manufacturers to make a
delivery to the warehouse which took time.
Weeks later they delivered a cistern and lid (from the
range we ordered from) but both items were broken. The
fools had put the lid at the botton of the box with the
heavy cistern on top. Oh and they also delivered a
separate lid in another plastic bag, also smashed.
It's now October and I'm still waiting. Everytime you ring
they say they'll call back, they don't. You ask to speak
to a member of management and they won't pass you over.
You request things to be packaged well & be marked as
'fragile' but they don't listen.
I've requested that they refund the delivery charge on
numerous occasions, only to be told they will forward the
message on to management.
You know, I wouldn't even rate this company one star. I
just want a lid for my toilet cistern!!
I
agree with all of the negative comments listed here and if
I could, I would never again deal with Victoria Plumb.
2 years ago we ordered some products which eventually
arrived after much chasing, normal excuses made by
customer service staff as to products not being in stock
despite the website saying that they were.
DO NOT WASTE YOUR MONEY
One of the items failed after
2 years, requiring a replacement component which according
to "Customer Service" they could easily provide and were
happy to take my order and money, and if we paid for
express delivery we could get it quickly.
Within 2 days of placing the order I received an e--mail
saying that it had been despatched from their warehouse
3 weeks later the product still had not arrived. Called
customer service, what a joke they don't care, are rude,
unhelpful, do not call back . In fact if I was not worried
about being sued for slander I would write what I actually
thought of the excuses made
Product eventually arrived after repeated chasing with
postmark of the day before, clearly contradicting the
original "despatched from our warehouse e-mail " sent out
> 3 weeks previously . I will leave you to draw your own
conclusions.
In summing up, quick to take your order and money . From
then onwards it only gets worse, poor quality products,
may initially look good but do not last, worst customer
service with every excuse under the sun, one of the worst
companies trading on the net.
There you have it! At Price Hoover we
publish all reviews positive or negative and let the
internet user to evaluate and decide if a company is worth
using based on the comment and reviews from other users.
You are the judge.
Send your complaints to
Victoria Plum Ltd
Amsterdam Road
Sutton Fields Industrial Estate
Hull
HU7 0XF
At this point I wanted to say a BIG
thank you to Ciao website for giving me the
knowledge and the confidence to the tackle appalling
service from this company called Victoria Plumb Bathrooms.
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