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Vent & Warning- Victorian Plumbing Bathrooms Never Use!!
angrybird1234
Posts: 16 Forumite
We bought bathroom products of a toilet, taps, shower head from Victoria Plumbing online company, worth £600+
Last week waiting for delivery we weren’t given a tracking number so I asked for an update. I was adviced they had lost our number so we had no idea when to expect delivery of this or have someone at home to sign for it.
Finally 24 hours later, they came back and apologetically said UPS had just left our entire bathroom-
in our front garden....
(totally unsecured, literally a 80cm brick wall where pedestrians walk past on the pavement outside) which by now had just been sitting there, unsecured, not ever signed for and in torrential rain ( during the amber weather warnings last week).
The packages - when finally found around 36 hours later were in an awful water logged state. It meant our builders were set back and started with a different room in our house.
So, 6 days later yesterday they started to get the bathroom out of the boxes to begin work and saw the toilet was shattered in pieces, and totally broken/faulty. I can only imagine the result of the delivery just being dumped into our garden, under other heavy building rubbish (eg, tiles etc) and left outside in this weather.
However, Victorian Plumbing are saying their terms are to inspect goods within 24 hours of receiving them for any faults- and if there is one you must notify within 24 hours. Clearly an unfair term according to trading standards, of “a term which tries to prevent you from carrying out your legal rights, for example, your right to a refund for faulty goods”.
The issues with the delivery meant I was never given a day, time to expect the goods, they were dumped unsigned for outside our house and then we could only inspect them for the first time yesterday (as I was never told when they would be delivered and indeed they didn’t get any signature).
They are saying we have to accept this toilet as they give you 24 hours after delivery to check for faults and that’s that, a totally broken £190 loo they are refusing to refund or replace.
Never ever use these people, the response has been patronising, rude, ignorant and fails to ever address my questions, answer honestly or give any answers without contradicting themselves.
Most recent email-
Without Prejudice,
Hi thanks for your email, based on the email correspondence sent by Jessica on the 27th of September we have given more than a reasonable time for you to check the goods and unfortunately we are unable to assist with the broken toilet.
The courier “UPS” left the goods outside the property in an attempt to avoid a failed delivery, it’s not something that has ever happened before and we were disappointed to learn of this. Consequently it was alleged the curtain rail was missing due to the actions of UPS and we have refunded this in full for you. The fact you chose to have the goods delivered to an address were you are not present is something we can’t control, when ordering from us we strongly advise you check the goods are complete and without damage on arrival or within 24hrs of them being delivered.
Nothing more can be said from our side as it has all been detailed on the various phone calls and emails. I am very sorry that you feel it necessary to take court action as I don’t believe we have acted unfairly or provided a bad service at any point.
(what???)
Kind regards,
Managing Director
Victorian Plumbing Ltd
Subject: RE: Delivery Urgent
Thank you for your reply,
I am taking this up with UPS to ensure this does not happen again. I am very sorry for this and will look in to this further
The driver has advised he has left the parcels in the front garden in the corner hidden by some rubble within the garden? Was any one at the property yesterday evening to see if this was received? Please let me know if you have or have not received the goods or if the parcels are in the garden?
Please accept my apologies for the inconvenience this has caused you.
Kind Regards
Customer Services
Victorian Plumbing Ltd
Last week waiting for delivery we weren’t given a tracking number so I asked for an update. I was adviced they had lost our number so we had no idea when to expect delivery of this or have someone at home to sign for it.
Finally 24 hours later, they came back and apologetically said UPS had just left our entire bathroom-
in our front garden....
(totally unsecured, literally a 80cm brick wall where pedestrians walk past on the pavement outside) which by now had just been sitting there, unsecured, not ever signed for and in torrential rain ( during the amber weather warnings last week).
The packages - when finally found around 36 hours later were in an awful water logged state. It meant our builders were set back and started with a different room in our house.
So, 6 days later yesterday they started to get the bathroom out of the boxes to begin work and saw the toilet was shattered in pieces, and totally broken/faulty. I can only imagine the result of the delivery just being dumped into our garden, under other heavy building rubbish (eg, tiles etc) and left outside in this weather.
However, Victorian Plumbing are saying their terms are to inspect goods within 24 hours of receiving them for any faults- and if there is one you must notify within 24 hours. Clearly an unfair term according to trading standards, of “a term which tries to prevent you from carrying out your legal rights, for example, your right to a refund for faulty goods”.
The issues with the delivery meant I was never given a day, time to expect the goods, they were dumped unsigned for outside our house and then we could only inspect them for the first time yesterday (as I was never told when they would be delivered and indeed they didn’t get any signature).
They are saying we have to accept this toilet as they give you 24 hours after delivery to check for faults and that’s that, a totally broken £190 loo they are refusing to refund or replace.
Never ever use these people, the response has been patronising, rude, ignorant and fails to ever address my questions, answer honestly or give any answers without contradicting themselves.
Most recent email-
Without Prejudice,
Hi thanks for your email, based on the email correspondence sent by Jessica on the 27th of September we have given more than a reasonable time for you to check the goods and unfortunately we are unable to assist with the broken toilet.
The courier “UPS” left the goods outside the property in an attempt to avoid a failed delivery, it’s not something that has ever happened before and we were disappointed to learn of this. Consequently it was alleged the curtain rail was missing due to the actions of UPS and we have refunded this in full for you. The fact you chose to have the goods delivered to an address were you are not present is something we can’t control, when ordering from us we strongly advise you check the goods are complete and without damage on arrival or within 24hrs of them being delivered.
Nothing more can be said from our side as it has all been detailed on the various phone calls and emails. I am very sorry that you feel it necessary to take court action as I don’t believe we have acted unfairly or provided a bad service at any point.
(what???)
Kind regards,
Managing Director
Victorian Plumbing Ltd
Subject: RE: Delivery Urgent
Thank you for your reply,
I am taking this up with UPS to ensure this does not happen again. I am very sorry for this and will look in to this further
The driver has advised he has left the parcels in the front garden in the corner hidden by some rubble within the garden? Was any one at the property yesterday evening to see if this was received? Please let me know if you have or have not received the goods or if the parcels are in the garden?
Please accept my apologies for the inconvenience this has caused you.
Kind Regards
Customer Services
Victorian Plumbing Ltd
0
Comments
-
We bought nearly 2k worth of bathroom fixtures/fittings from a shop. T&C's stated 48 hrs to report shortages &/or damage. We checked every single item within the given timeframe, if a deadline is given in T&C's then it's best to comply.
Some 6 weeks on our plumber has discovered the shower door frame edge has a dent in it (the only item we didn't get completely out of it's box - lesson learnt).
The shop, as sweet as you like, said "no problem, don't worry, will get you a new section (free) by tomorrow". Puts your supplier to shame!
What does it say about delivery notification, were they supposed to call? Didn't leave a 'card', so you could find it? Was a signature required? - anything you can fling back at Victoria Plumb?
The weak spot seems to be leaving it unopened for 6 weeks, sorry. Can't offer much advice, only sympathy. Good luck with claim though.0 -
Please don't post the same thing in multiple places.
Original thread Bathroom order- delivery dumped, damaged they say no refund!!!0 -
This is absolutley appalling. I cant believe a 'professional' company would act in such a cowboy manner. Take them to the small claims court, am sure it would be easy victory.
You cant inspect goods within 24 hours of delivery if you dont know when the delivery is in the first place!!!! I doubt UPS management would be happy to hear how carelessly their drivers treat items for delivery either. Good luck!0 -
sagalout1954 wrote: »The weak spot seems to be leaving it unopened for 6 weeks, sorry. Can't offer much advice, only sympathy. Good luck with claim though.
Thnaks sagalout (great name btw!) just to point out it was 6 days later- not 6 weeks, very frustrating but wont let this go without a fight. :mad:0
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