VitrA UK Reviews 93

I have purchased 2 toilets with built in bidets. The first one was purchased 6 months ago - the toilet seat does not fix properly. Been chasing them through the distributor for 6 months. Going around in circles. I bought the second one - which arrived with missing plumbing parts - I had to purchase these again locally as I could not wait for Vitra to deliver the missing pieces. The toilet fixture cover was also missing and it is more than 3 weeks and still has not been delivered. Extremely bad experience.

Have purchased a Vitra bathroom suite through my local agent.
I have wasted my whole morning on the phone to Vitra on how to remove the draws from the sink unit. In total 5 phone calls and 6 emails. The draw system is so poor and badly designed. Neither myself or my bathroom fitter could push the clips over to be able to remove the draw for installation. The clips are so hard to push over if you slip your hand would be badly cut. In the end the fitter had to use a hammer and screw driver to move the clips. Essentlially this should be done with your finger. The tall unit came damage and now need to wait for a new one. Very poor tech service from Vitra a chap by the name of Nigel. He had to contact the factory to check how to remove the draws. This is nonsensical for a product you are a tech advisor for selling in the UK. The I spoke to a chap named Danny who basically made the excuse its for safety. Well we all understand safety but I think using a hammer and to try and move the clips isn't safe either. Im at the point where I want to return the whole lot. In this day very poor and incompetent service. I would give less than 1 star if it was possible. I asked to speak to a manager and was basically told no !!!!!!

Honestly the aftersales this company has doesnt even deserve one star. Its a joke, i only had issues with the toilet, tried to phone,left voicemessage sent emails,been prmoised a call back. Never had a response, the tap for the bidet function is terrible, technical team equals with my toddler`s knowledge.

I bought a VITRA Japanese toilet from Crest Bathrooms in December 2021.
In May 2022 the jet system malfunctioned spraying water on my bathroom floor.
It took roughly 3 months for this to be replaced with a new but similar toilet.
On 17th January 2023 another malfunction occurred namely the automatic toilet seat opened as I was about to sit down on it.
This caused the toilet seat to break.
When I reported it to Crest on 15th January 2023 I attached photographs of the broken seat,so that Crest could forward them on to VITRA.
After MANY EMAILS I received a reply from Dan Frome of VITRA "AFTER-SALES"-WHAT A JOKE THAT HAS TURNED OUT TO BE.
The response was I had done the damage myself by using the unit incorrectly,and they REFUSED to replace under warranty.
I was eventually told the cost of replacing the toilet seat would be £175.00 plus postage.
This was despite Crest telling me that this was NOT the FIRST complaint they had received regarding this item.
It has. taken 3 weeks to get a price out of VITRA,and goodness knows how long it will take for the replacement to be in situ.
I would NOT RECOMMEND this Vitra product as it seems to have a design fault in that the seat OPENS on its own & NOT as VITRA say that it was my use of the remote control that caused the breakage.
Their product looks good,but as stated in other reviews it is flimsy plastic.
It was finally repaired on 9th MAY at a cost of £267 including fitting by Crest.
I have NO problems with Crest,but feel TOTALLY RIPPED OFF by VITRA.
I will certainly NOT recommend them to anyone,as it has been a traumatic time with both these repairs.
Hopefully this is the end of problems with my Japanese toilet.
Holding my breath.

Good product.
Customer services dealt with our query and requests.
Pleased with the end result.

Very helpful after sales support

Some Vitra cistern frames for wall hung toilets are different to other frames, in that the bracket has to be attached to the rear wall. Our initial plumber did not read the instructions, assuming same as others he had fitted. After first fix the wall was built and we then found out the the cistern had not been fitted correctly, and the wall had to come out. Vitra post sales support helped us double check a few facts and take the necessary next steps to fit our new system. Now waiting to find a good plumber and hope the Vitra products are as good as the aftercare we got.

Very stylish and great products.
But…a fault occurs? Vitra aftersales play email ping pong asking the same questions….no support at all…cowboy aftersales.
Don’t buy.

Update…after ‘Vitra Aftersales support’ said they could not repair our in warranty Vitra Comfort ‘intelligent’ toilet/bidet within 4 weeks, in fact their subcontract repair company (Sanifix) turned up within 4 weeks and did a good job of the repair, courteous and efficient…Thank you to Sanifix.

We installed a Vitra WC a couple of years ago and have had to replace 2 toilet seats not cheap as they retail at over £100 the seat has broken again and our plumber has discovered that the toilet porcelain rim itself is bent I.e not level thus causing the seat to break He has sent photos to the retailer and Vitra
We have been waiting for over a month for the Vitra rep to contact us and make an appointment to inspect the WC Depite
Lads of promises no one from Vitra has been in touch
If this is an example of their customer service I would stay well away Next move for me is the small claims court

I just had two transactions, plus email support, with Vitra. All round amazing!
A previous owner had messed up the installation of a loo seat, several years ago. I emailed pictures, without knowing the model name or number. Vitra support quickly sent me instructions to fix the problem, and a (small) part free of charge!
The next transaction was that I needed a new toilet seat for a years-old pan. Again, I sent photos as I did not know name or number. Again, I was quickly advised what to get, and how to find a dealer. Fast, polite, and accurate. Actually could not have been better.

We bought smart WC two months ago and was sent a faulty piece.

after chasing several times through the buyer/vendor, we still have no engineer or replacement. we are without toilet, often struggling when people come to our place to visit.

hope this message gets to vitra and improve their post sells support. how could they expect people to wait over month to get their toilet fixed?