“I had a very disappointing experience with this seller.
I ordered a replacement toilet seat (Order #395430), but the item was never delivered despite the courier claiming two delivery attempts had been made. I was at home on both occasions, no one rang my doorbell, and no delivery was attempted. This is a recurring issue I have experienced with DPD.
When I contacted the seller, I asked whether the item could be resent using a different courier. The response I received was unhelpful and included comments about delivery drivers being "lazy" when delivering to flats. I was then informed that the company does not resend items after failed delivery attempts to flats and that my only options were collection from a distant pickup point or a refund.
Although the refund was eventually processed in full, I was disappointed by the lack of customer service and willingness to help resolve the issue. To make matters worse, by the time the refund was completed, the price of the item had increased, meaning I could not simply reorder at the same cost.
The refund process was handled correctly, but the overall experience, communication, and customer support fell well below my expectations.”
Thank you Tomasz,
For taking the time to give us a review, I am very sorry DPD let you down. Just for context you were offer a collection at the Londis shop (300 meters away) as the delivery had been attempted three times and all of them were tagged on the map at the correct location, so DPD will not redeliver in this cases, As you did not want to collect this item it was returned to us and you were refunded in full.
Kind Regards
Plumbinbits Team
“as regards customer “service” they are dire. i am not a plumber. i ordered a part (circulation pump), but did not get round to booking a plumber to fit it for a while. when the box was first opened, a plastic cover on the exterior was broken off, and that cover also housed broken flow adjusters.
when i requested a refund, they pointed me to their terms, which said that broken items needed to be reported within 3 days. when i told them that was ‘an unfair condition’, they said ‘that’s tough’. when i told them that the pump was ‘not fit for purpose’, they said something similar. it was only when i threatened them with small claims court that they finally coughed up. disgraceful behaviour. i have already informed two ‘handyman’ friends of ‘plumbinbits’ egregiously poor attitude, and will continue to pass on the word.”
Hi,
From looking into your order and the contact we've had with you after, we're sorry but your order was made in January and the issue regarding the product was then not reported back to us until May. Because of this length of time and due to us not being provided with photos of the box and the damage, we therefore could not refund you as per our refund policy. We are unable to refund 5 months after an order and with no evidence of the damaged delivery.
Thank you.
“Paid for next day delivery so waited in for most of the day. Was told it was on its way, then email at 5pm saying will be delivered the next day, very poor”
Hi,
Sorry for the issue with your order. Unfortunately, from looking at when the order was made, this was at 5:30pm on 26th May, four hours past our cut-off for same day dispatch. It was then dispatched on the 27th and delivered on the 28th May, which is next day delivery.
Thank you.
Hi Jonathan,
I’m sorry your order hasn’t arrived yet and that next-day delivery hasn’t been fulfilled. We can check the tracking on your shipment and, if it’s still missing, arrange a replacement or a full refund. Please reply with your order number and we’ll sort this out promptly.
Kind regards,
Team PlumbinBits
I am sorry, Seymour, I can not see any messages from you. A new seat can creak when fitted for a few reasons, and most can be sorted within a few minutes. Please contact us so I can walk you through how to fix this.
Regards
Dave
“The part I ordered was a ‘genuine’ Aqualisa part with a specific product code. This was promptly delivered and fitted but unfortunately the existing Aqualisa shower hose did not fit. I subsequently ordered another Aqualisa part with the same product code and everything fitted fine. Hence, I wonder why the original part provided did not fit my Aqualisa shower!!”
Richard, we only sell parts that come directly from Aqualisa. If the part did not fit, please let us know so we can sort this out for you. If you message me with your order number directly, I will send you a return label and refund you in full.
Regards
Dave
I am sorry, Mat, that Royal Mail still has not delivered this to you. I have a replacement coming on a different service, so this should be with you tomorrow.
Regards
Dave
I am sorry, Piotr,
I can see this order was placed after the cut-off for same-day dispatch, so it was left on the first collection of the next day and was delivered to you the following day. this is shown in the checkout and basket screens
“still not delivered ? dpd saying they couldnt deliver??
we are here from 6am to 6pm no sign of dpd trying to deliver and impossible to comunicate with them. not phone call etc. Had engineer waitnig on site!!”
I am sorry you are having issues with DPD. It looks like they have tried three times now, so you will need to arrange a delivery using the tracking number on their tracking site. If you are having issues arranging a redelivery, please contact me directly, and I can help sort this.
Regards
Dave
I'm sorry, Nathan, I have looked at this order, it was attempted twice, and you requested it to your local shop for collection, but as this has been there more than 10 days, it is on its way back to us and you will get a full refund.
“I have emailed and called this company a number of time to return the parts but no response only an answering machine. I would not order again and in future would use eBay or Amazon where customer rights are respected.”
I am sorry, Barry. We do not have any people near the phones this week, as we are short staffed, so apologies for not being able to answer the phone. I have checked both the direct messages and emails and can not see any messages from your name or email. Our returns are straightforward; just return the item to the address on the returns form that can be downloaded from this link, or send a piece of paper with the return information on it so we can tie the return to the right customer for a full refund. https://plumbinbits.co.uk/wp-content/uploads/2025/08/PLUMBINBITS-Letter-A4-0125-PlumbinbitsReturnsForm.pdf
“Very poor service , have. Even trying to call to arrange a return Jo answer no call back email has no response very disappointing I won’t be using this company in the future”
I am sorry, Ajay. May I first say sorry? We have not been able to man the phones last week. I have checked, and I can see that your email was replied to within the hour. Please check your spam folder. For returns, simply send them back with a returns form to receive a full refund.
Regards
“Unfortunatley still awaiting delivery from 16.10 25, now 3pm 21.10,25 recommend change of courier DPT not fit for purpose delivery was urgent no hot water !”
I am sorry, John. I can see they tried on the 16th and 17th to deliver, and then I arranged for this to go to the local shop near you, and this was refused by the shop, so this is now on its way back for a full refund.
“Hi Team,
I ordered an item from your company approximately two weeks ago, and I have yet to receive my product. I kindly request that you ensure a reliable delivery partner is chosen for future shipments. Please assist me in resolving this concern and ensuring the item is delivered.
Thanks”
I am sorry that the parcel has not got to you. I can see by the tracking that they tried twice, the first time was a day after the order and the second a day later, and you then requested a collection, but this has not been collected, so the item is now on its way back, where you will be refunded in full.
I am sorry, John,
that you feel that way. We clearly show the postage in the basket screen before you go to the checkout, and again in the checkout screen. As you have chosen the express service and our carrier's class, this is a remote area, so the postage for this is high. we do not make money on the postage and charge what we get charged.
If you return the items, we will refund you for the whole order, including the original postage. as per our returns process.
kind Regards
I have looked into this order. You did pay £10 for an AM service. DPD tried to deliver, but you were not home, so they dropped off the card to have it dropped off at the post office. It was then re-delivered to the post office but you did not collect it for 3 days.
I am sorry you could not get through on our phone lines. When busy, we have to prioritize getting orders out.
Regards
Dave
I am sorry that the carriers damaged the tank; this was refunded to the payment source on the 12th at 3.01 pm while you were on the phone. I have also checked on the payment portal, and this shows as refunded to the payment source. Please contact the card or bank you paid with to check with them, as i can not go into more detail on an open review but I will send you the details via email.
Regards
I am sorry for the hassle this has caused you. I have checked the tracking and can see the delivery driver missed you twice, so this was taken to Heol Llanishen Fach post office for you to collect. I can confirm it is there from the gotag and image, it was handed over. please contact me if they say this is not there. all you need to take with you is proof of address and ID to collect this.
