Andrew Selway

Switched to them as they were reccommended for their customer services - but within a couple of months ive had to raise a formal complaint. Customer services/relations were dismissive and unhelpful each time i contacted them.
As i switched and met all the criteria for their switch offer of £175, i was wondering when i would recieve the money, only to be told i hadnt met all criteria within 45 days and they just kept referring me to their ts and cs despite me clearly explaining i had met it within the timeframe (account opened at 6pm on 15th Jan - all criteria met with the last card transaction done at midday on 1st march), they then moved the posts and said it was calender days (not stated in ts and cs anywhere). Incredibly frustrating and no customer service shown at all - not sure why they get a good rep at all when a huge bank of that size is that stubborn/argues over £175 and every member of staff seemed unwilling to even acknowlege the issue. I would suggest avoiding them if thats the way they deal with problems

*Edit after First Directs reply* the reply from First Direct was quick but expects me to spend more of my time on hold to resolve an issue their end! Shows how bad the customer services is! If your that concerned then feel free to contact me if your concerned - although this shows they are only intrested when a bad review is left - thats a big problem in my eyes as you shouldnt need to leave bad reviews for a company to take an issue seriously!

Also they reaponded to the bad review within 30 minutes despite it being left at 11pm - why didnt you respond that quickly before - is it because you only care when someone leaves a review? *edit*

Useful service - nice to not have to wait in all day for a delivery. I gave 4 stars instead of 5 not because it was bad or there was any issues, but just 5 stars are reserved for companies that go above and beyond

Renewal was actually a decent price, first time in my life i havent looked for and bought a new policy from a different provider - usually the renewal price you get is way higher and forces you to look elsewhere, so its nice to see a company reward loyality for once! Would definitely reccomend!

Terrible company - charge crazy prices for a doorbell that doesnt pick up anything but heavy rain! As if a few hundred for the device itself wasnt enough already, u then get £50 a year subcription charges, so your not far off £1000 to have a doorbell for 10 years - feels mental! Just buy a normal doorbell (£50ish) and a security camera (£100) and then that will be the only cost and will last a long time also. A secuirty camera will be able to record constantly too and cover a larger area of your property. Overall not impressed one bit by ring and their stupidly expensive doorbell - AVOID!

Very useful service, saves having to be home all day to recieve items - also cheaper than standard delivery and doesnt take a minute to retrieve your item from the locker - very goodA

Very good, items bought for Christmas and they arrived promptly and were good quality

Great dehumidifier - takes out multiple litres of water a day - very Happy with this item - it's exceeded expectations!

*edit* initially left a 3 star review as I had a neutral experience (nothing bad but nothing above and beyond) to which Patrick Knight reached out to me about, he was extremely friendly and insightful, and took the time to explain things I hadn't understood/been explained previously.
Despite the initial review being neutral rather than negative, Patrick wanted to know how they could improve the process for clients - which is incredibly commendable!

I would definitely recommend this firm to anyone going through this process - not everything goes perfect first time, and when it doesnt its good to know the firm will actually listen to concerns and act on them.

New keys arrive quickly at the best price we had found. Good communication from them also which is useful. Would definitely recommend if you need replacement keys!

Good items, something was out of stock but they called promptly and offered alternatives, also checking on something alot of other places wouldnt of bothered to check. 3rd time ive bought lighters from juciy joint and they are always friendly and quick. Would definitely recommend them

Spot on company - ordered a couple times from them and always friendly and efficient- if theres anything out of stock they call to see if you want replacements etc. Ordered a load of lighters and they all showed as expected, arranged 1 to 4 in their sets too which was a nice touch when I opened the box. Would definitely recommend

Terrible service - once theyve taken the money they dont care what happens. Ordered a kitchen and told them we were having it installed on 2nd august so needed it delivered before then so we can check the delivery and get any issues sorted, was told I'd have the choice of delivery dates for the week before. The delivery team called and said I can have it delivered sunday 1st as no other dates available - deliveries on sunday are up to 7pm, so it's safe to say they failed there. The person I spoke to in the delivery team advised I needed to sort the delivery with the showroom staff, and I was hung up on. Called back and asked for a manager to call me as its unacceptable. Few days later got a call from Donna in the showroom who said she would ask for an earlier day or an AM delivery slot at very least - she called me back a couple days later to say the AM slot has been organised. We then got a text/email confirming our PM delivery slot - so I called Donna and she said she would sort it, also mentioned we hadn't heard form Samsung about the delivery of our fridge freezer, so she said I'd need to contact them. Contacted samsung and they said I didnt order it so wren would need to chase - went back to wren and left a message for donna to call me back about these issues. Never heard, so called today and was told they cant do anything and it's a PM slot - super unhelpful. Overall, I've been extremely disappointed with everything that's happened since we paid in full for the kitchen - I wonder why that is!
Dont bother with them - they seem very nice and friendly before you pay, but afterwards they couldnt give a monkeys- both the delivery team and showroom act as though they are completely separate and cant affect the other - if that's the case then it's a terrible way of working, if it's not, you need to have words with your staff as they seem to wash their hands of any problems and just blame the other department which is bonkers!

Haven't bought anything yet but emailed about a product and got some honest advice saying it wasnt suitable which is respectable, also recommended others which would be better. The email exchange was spot on and I appreciate the knowledgable and helpful responses I got from Graeme! Thanks!

Absolutely shocking experience. Spent over £1,200 on a full bathroom and have recieved 3 damaged baths in a row and am now being short changed on the refund!

First bath had a massive crack along with scratches all over, second two just scratches but it's clearly from how they stack the baths in the warehouse without enough protection in between - I have mentioned this assuming they would want to look into it but had no feedback whatsoever or even an acknowledgement of the problem. After the first bath arrived damaged, I was asked to dispose of it myself.....unbelievable, what if I was elderly or disabled, what would they expect that person to do! I asked for collection and was told it could only be monday to friday 9-5 (which is when we work -,along with 70% of the population), so I suggested an hours time slot so we can come home from work, they couldn't do that, so I suggested they pay for removal on a weekend or weekday evening, or pay for me to hire a van to get rid of it myself (I was at first willing to put the time in to get it over and done with), so they asked for a quote from a company, which I got and sent over to them, but at that point they changed their minds and then wanted a receipt instead, wanting me to pay for it out of my own pocket first.....for a problem of their making! Given the track record I had no confidence they would of actually paid me back in the end! So I got fed up (as by this point the second bath had arrived damaged again) and said it's their issue they need to solve it, I'm not running round for them or taking a days holiday to fix their problem - that's when a manager suggested leaving the items outside for collection (first sensible suggestion they had).

After the 3rd bath arrived damaged (and was clearly unchecked before leaving the warehouse again as you could see the damage before taking off the packaging from the bath), I couldn't wait any longer and had lost all faith that Victorian plumbing could actually deliver a usable bath, so I asked for a refund and said I will leave all 3 baths out to be collected on the Monday (as we had arranged previously). The collection didn't happen until Wednesday (yesterday) and when I questioned them, I was told there is no reason for the change - amazing! And no one even thought to contact me to advise of the change (baring in mind I told them I needed to know the specific collection day as I couldn't store the baths and massive pallet on my driveway for long due to being unable to park there, safety reasons, etc).

I also had an email after the collection yesterday stating I will only get a refund of £116 for a £250 bath, with no explanation as to why it's a partial refund. I was told before leaving the items outside that there was no responsibility on my end once the items were left outside (I specifically checked via email first as I was sceptical) so I have no idea what excuse they will use to explain the under 50% refund!

To add insult to injury, during this whole fiasco we were told collections didn't happen on Saturdays as they use third party couriers, but all 3 deliveries (including 2 saturdays) and the collection were made by the same vans from the same company - palletways, so I struggle to see why they would collect something one day but not another.

We had multiple problems with deliveries as well, the call to 'arrange' a suitable day was just someone telling us wednesday was the day of delivery (more telling than arranging), with the 3 deliveries we only recieved 1 phone call prior like it states you will, and we were told saturday deliveries are between 9am and 2pm, but both times the driver turns up around 8am.

I cant believe its 3 weeks since I originally reported the first bath as damaged, and I'm still having to argue just to get my money back, let alone any compensation for the inconvenience and hassle and all the time I've had to spend on this - it's safe to say I would not recommend this company and will not be using them again. It's quite disappointing really as the items that turned up (the undamaged ones), were actually very good quality - shame the same cant be said for your customer service/aftercare as it feels from my perspective that once you have the money, you just dont care anymore!

Overall, I cant look past the disgustingly poor customer service - 1 out of 10!

***update***
Have now received a full refund from victorian plumbing after going back and forth many times via email. Had a call from a Helen from Roxor (the manufacturer of the baths) who offered to send a replacement directory from them and have it installed at no extra cost to ensure we got a usable bath - extremely helpful woman who said they will investigate the problem with the baths on their end and victorian plumbing end to try and find a resolution. Unfortunately we had already ordered a new bath elsewhere so couldn't except the offer, but if victorian plumbing had been half as helpful as Helen then we wouldn't be in this situation now.....victorian plumbing if you reading this, get some customer services training from helen as she clearly knows what aftercare means

Victorian Plumbing - steer well clear
Roxor - extremely helpful (just the timing of the offer was unfortunate that we had already bought a replacment elsewhere)