Victoria Plum - Shameful - Do not use!

[Sinklady]

Pensioner left without a sink! Victoria Plum should be ashamed!
We ordered bathroom fittings for a refurbishment - shower enclosure, wc, sink with pedestal and taps. The items were delivered minus the basin for the sink. We noticed this 5 days after delivery (over the 72 hour VP policy). We have tried to reason with the company to ask that they send the missing item however they have refused. On taking legal advice we know they are contravening several provisions in the Consumer Rights Act 2015 and the Sale of Goods Act, and are having to take this further. We are appalled - do not order from Victoria Plum.

No wonder you are fuming, I would be too!!

So they can just not deliver stuff and charge you for the privilege! What nonsense. They don't have a legal leg to stand on.

It's not like you said after 5 days "Sorry I don't like the colour."

Thank you for your support. I can't believe they think it's acceptable. We had hoped to have the bathroom ready for gran but it'll be a while longer as she needs a sink!

They went into administration in October and were bought by another company.

get them on all their social media!! instagram and x (twitter) especially. spam their social media. keep copying and pasting your complaint and tell everyone what's happened on there. i did this viciously with Deliveroo who charged me incorrectly once and refused to admit it. social media sorted them out. Got my refund!

they've always been good with me.

you should have checked the delivery. 5 days later is too late.

I agree, how did you not spot it was missing. Victorian Plumbing are far better anyway.

5 days is not too late - stop giving incorrect legal advice, @Brumhilda.

An arbitrary 72 hour limit for examining items delivered imposed by a supplier in their terms and conditions means absolutely nothing in UK consumer law and is unenforceable against the individual customer.

You have a shorter time to examine/reject/return perishable items, but a bathroom sink is not among these.

Escalate your complaint and get them to supply the sink, or get them to refund the item and buy it elsewhere, if available.

This has touched a nerve and I'm angry on your behalf.
I'm in a similar situation with Wickes, redoing my kitchen, placed an order online, two items missing.
8 weeks and 30 emails later to customer service and I still do not have my missing items.
They agree they're missing but their supplier wants to look into it, they've been looking into it for 8 weeks.
I'm left with a half built kitchen and the most annoying part is the items are in stock online.
I feel for you but have absolutely no advice.
There's no such thing as customer service anymore.

I wasn’t giving legal advice.

i was saying that she should have checked the delivery at the point of delivery.

A sink is a big thing to miss.

To be fair, if it’s for a refurbishment in an annex for example, you’d take delivery of the boxes and perhaps put them out of the way, without looking in each one. Although, did they have details on the outside of the box?

Hello @Sinklady

Sorry to hear of your problems with them, I am encountering a similar issue, that they are refusing to replace a vanity unit and sink I received from them which was damaged. Similar to with you, they rely on their purported policy/T&Cs of requiring any damages to be brought to their attention within an arbitrary 7 days.

That "policy" of theirs is entirely at odds with the Consumer Rights Act 2015 (which they have claimed does not apply to damaged goods which is simply wrong) and cannot override the statutory legal position.

As the retailer they have a legal responsibility to ensure products are delivered which are of satisfactory quality - this includes free of any damage (or missing parts) - failing which consumers have a 30 day right to reject the goods and seek a refund or replacement.

I'm escalating the issue within their business (copying in a load of senior managers of the business); raising a chargeback request through my credit card company, meanwhile doing what I can on TrustPilot etc to make things difficult for them. I fully intend to pursue it to the extent I need to for a satisfactory outcome.

How are you getting on with your challenge?

Update

Within 35 minutes of sending my formal escalation complaint email to a number of senior managers in the business, I've received a response that they will now replace the unit. Shameful that I needed to escalate it to get the right outcome.

@Sinklady let me know if I can help you with any of the details/info I used - just private message me.

Ry