VitrA UK Reviews 93

Awful aftercare. Bought a shower rail and had it installed by a professional. The rain shower head showed signs of rust within 2 months, VitrA aftercare blamed limescale and suggested a limescale remover. I was certain it was rust as the residue was orange and smelt like iron however, gave the benefit of the doubt and cleaned with limescale remover which did not work. They suggested it wasn’t left on for long enough so I cleaned again, leaving it on overnight. They came back and blamed the limescale remover even though the staining and residue was on there before any remover was used.

The shower head also leaks from the top!!

They basically fob you off with email after email (all poorly worded and including errors!) asking the same questions and for photos - which were all answered and sent. They have no intention of providing any aftercare service. They charge premium prices for products that are faulty and not up to standard! Absolutely gutted with this awful awful service! Will never buy from them again.

Spoke to Danny Jacobs about a part I needed and he said they didn't actually do that part separately but would try to source one for me. Sorted the same afternoon. Found one and said he would post it out to me. Fantastic service.

Vitra Technical after sales manager Danny Jacobs understood exactly which component I required. He asked me to email him the details. He returned my email less than four hours later to advise me he had posted the components by Royal mail. Fantastic customer post sales service. It's always great to speak to a human being who actually knows what they are talking about
Ian Thorpe

My wife's Vitra V-Care smart toilet (installed 2018) recently started to pour water into the toilet pan after the flush had finished, wasting a lot of water. Although turning the smart loo's power on/off could greatly slow this behaviour, I clearly needed a proper fix.

I spoke several times with both Danny J and later, Nigel (both in Aftersales). Danny quickly diagnosed it was likely a fill or flush valve issue but suggested (as a first step) that I need a flexi-hose replacement. He talked me through opening the flush-mounted control plate to expose the cistern mechanism, which is enclosed in the bathroom wall.
After 3 days delivery, I successfully fitted the hose but found the water still dripped, but at a much reduced rate.

Nigel looked at a picture I sent him and suggested one part of the flush mechanism was slightly lop-sided, impacting on the manual release valve (not the servo controlled one). I managed to move it level and now the drip is infrequent enough to live with, for now.

Although both flush (and fill) replacement valves are currently out-of-stock, I know exactly what to order when they are - even if it will be a qualified plumbing job.

I could NOT have resolved this issue without Nigel's patience and expertise and I'm very grateful for (and impressed with) his assistance. First class support, thank you very much indeed.

Recently I had an issue with my VItra V-Care Comfort. I took some photos of the issues to VItra support and immediately they responded with, what was likely the issue and as it was still within warranty organised an engineer to come out free of charge.

The engineer arrived a few days later and talked through what the issue was, how it might had happened. So very helpful. He was also very friendly, professional and knowledgeable.

First class service and first class experience!

Poor Quality vanities unit and extremely worse after care service. Within six months of installation vanity wood got water damaged.

Query about part for 14 year old Vitra cistern. Very helpful, courteous and friendly customer service. Awaiting delivery of appropriate part.

Had a Vitra V Care toilet installed that sadly leaks when the bidet is used. A Vitra rep came out to inspect the toilet and confirmed that the casting on the ceramic was faulty and that was the cause of the leak and they would replace the entire unit. 3 months later I’m being ghosted by the after care rep completely.

Update: Responses more prompt on trustpilot. Thank you for the updates. Upped rating in response.

Have five Vitra toilets in a 2012 build house. Two have both leaked from a factory repair made at the neck of the flush inlet. Just outside of the 10 year warranty and caused large damage to the toilet flooring. Vitra not interested despite dubious quality of the repairs. Will need to replace all toilets now as a precaution. Would not buy Vitra again. Thought they were quality sanitary ware but clearly not.
Just to update 17/11. Despite Vitra leaving a comment below, I never was contacted. Still quite upset about the whole episode. YMMV.

I contacted Vitra to ask about replacement cover caps for a Vitra S50 pan. I received a prompt response from the after-sales manager the same day to inform me that the replacement parts would be sent free of charge. I received the covers in this morning's post and they fit perfectly. Excellent after-sales service, thank you.

The whole experience was excellent. The engineer whom I first spoke to at Vitra was efficient and professional. He also understood that we had special needs. He quickly arranged for an engineer to come round to our house and he too was most pleasant and quickly solved the problem.

Currently dealing with a third party supplier (Trade taps - Ebay) on a Vitra wall hung toilet system we bought .

This has now been installed on a project that we have to get completed by Thursday. The fill valve is defective (It does not cut off leaving water to overfill and leak onto the floor) and there is a small crack within the toilet soil pipe that looks like a manufacturers defect, that shows a very small leak. Have tried getting sense from the third party supplie, but we are being fobbed offr. We also tried to get a replacement fill valve (Vitra Fill Valve 426185YP) via two sources on the internet and were told none would be available until November. What are they supposed to do poo in a bucket? It seems quite incredible that a brand like Vitra operate this way. Exploring both alternatives and ways of getting both our money back and our costs of double installing a toilet.

We have fairly new (a year or so old) Vitra bath, hand basin, WC, in our new house and they all have failed.
Plugs have failed in bath and basin.
WC doesn't flush - always have to follow with the bog brush.
A brand to avoid.

I purchased a ceramic bathroom shelf and after a few months the plastic bolt cover split. The aftersales department were fantastic. They put in an order with the overseas manufacturer for a replacement part which was sent to me free of charge. Above and beyond my expectations.

Wow - what can I say - Customer Service from the After Sales team is fantastic - above and beyond.

We had an issue with our supplier sending the wrong combination of products - not a VitrA problem - however Kate, Nigel & Dan from VitrA tech and After sales support team were absolutely fantastic, supporting us in getting the supplier to resolve the issues. After a week of getting no where with the supplier, I contacted VitrA direct, Kate spotted the issue immediately, Nigel chased the supplier and instructed them on the actions and Dan got it over the line - all in less than 24hrs! Amazing.

Honestly can’t thank the team enough, and highly recommend.

We bought all of our bathroom furniture for 4 bathrooms from Vitra - 8 years ago. I recently emailed them about a broken toilet fitting, simply asking what piece I needed to buy in order to fix it. They emailed me back, stating exactly which piece I needed, and then offered to send it to me free of charge. Really impressed with their customer service (and their products) 👍

I have a VitrA system which after a number of years service required a washer replacement in the flush valve unit. After contacting the after sales department and informing them of the issue they informed me which washer was required. However as they did not have the required washer available at the moment they are arranging to send out a replacement flush valve unit. Very pleased with the company response to date.

I have a Vitra bottle trap that is 4 years old. It has been fine throughout the 4 years but the seals have failed recently. On trying to find replacement seals at 4 local plumbing merchants I was told the seal is non standard and they didn't have anything suitable. On contacting Vitra I was told they don't have/sell replacement seals. However, given the failure they have provided a new bottle trap as a replacement even though seals are not covered by warranty. So excellent customer service to replace with a new trap, but it's crazy they produce a non standard size seal but can't provide replacements seals. It just seems wasteful. So would be 5* if they start producing replacement seals!

First time i have contacted Vitra and the experience was so refreshing to talk to an adviser who i could understand completely and who earmarked my problem quickly and efficiently and even offered to talk me through the installation once i had received the replacement parts he had sent out . First class service
Would recomend these appliances to anyone

Absolutely brilliant after sales service, thank you!