I bought and paid for a premium stone Arezzo bath on 4th December, 2019. The web site said it would be delivered in 2 to 10 days with standard pallet delivery. After a wait I chased the company and they told me it was being handled however I still did not receive the bath until 22nd December - 18 days after ordering!..... which was nearly twice as long as the web site stated.
The delay meant that I missed a forwarding shipment to Algarve Portugal (every Thursday) and because of this the bath could not be forwarded until after Christmas incurring post Brexit fees including customs clearance fee and duties of GBP180 as well as the shipping fee which I had expected in the sum of GDP100.
I didn't even mention this to VP and took the cost but when my builders went to install the bath they found that the product shipped was a light acrylic product which is much cheaper, lighter and of a very inferior quality.
I advised VP who on 28th February after seeing a jpeg of the product I did receive emailed me back saying “We agree this is the incorrect bath that has been sent out” QUOTE
It is now the end of March and I still do not have a resolution. I need the old bath collected, or written off, or I can return to VP in UK but I do expect the costs of this to be paid by VP.
I then need to have the correct bath shipped as ordered and paid for and I consider that VP should pays all direct costs involved in making the exchange.
I am still waiting for them to do something 3 months since delivery hence the 1 star rating.
Their complaints department does not seem to function, looses information or keeps asking for the same information. I asked the person dealing with this to escalate the matter to executive level but nothing has happened and they can't ever ring me to engage. Communication is by email only with large gaps between each email. I'm totally frustrated and cannot believe a responsible business can handle a simple issue like this so incompetently.
Why cant they just ring me and sort this out???!!!!!!