Upon ordering one of the main items I wanted was out of stock. This is fine, however, the customer should be informed before paying whether they would like to go ahead and pay for an item which is out of stock as they may require it urgently. Later I tried to call V,Plumb however found it difficult to get through on the phone so emailed as to when I should expect the item back in stock. I was emailed back a few days later to say that the item has been discontinued and that I could select something else. I was not happy about this however I did order something else and asked for a delivery date and was given a date for delivery in two weeks time.
The day before delivery I received an email and text to say my delivery slot would be 07.00-07.53, which was very precise. My wife took the morning off work and no delivery came. By 11am she took the whole day off work because of this delivery. She tried to contact the delivery courier number many times and had no luck as well as Victoria Plumb. Eventually we got through to Victoria Plumb at 13.30 in the afternoon and I asked if they could call the delivery guys to see what has happened. Initially the lady I spoke to "Leanne" (if i recall correctly) said their phones are barred and they could not check however by the end of the conversation she said she would check and said "hows that for customer service?" when thats the least I would expect. She did however call me back to say that we were last on delivery and she apologised so well done to this lady. The delivery eventually came at around 19.00. twelve hours late. The delivery men said the lorry was loaded back to front with our items at the back of the lorry instead of the front meaning instead of first delivery we became the last, This is fine but a phone call to say this would have been ok with us but nobody called and they expected us to wait all day long from 7am. That is awful customer service.
I think it is possible to have a good shopping experience with Victoria Plumb after reading other reviews, however, on this occasion it definitely was not so.
Mark Lowe found this review useful
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