Roxor Group Ltd Avis 

Ive been trying to get a correct replacement seal for a shower supplied by Ultra Finishing through Victorian Plumbing since November 2017 but they keep sending incorrect seals and everyone has arrived bent, seems very poor service to me.

I had to get a spare part for a shower unit that I bought in 2003. When I contacted Ultra they said that they no longer sell this product but the parts are still available. I spoke to Phillip in technical who could not have been more helpful He gave me the relevant part code and sent me an exploded diagram of the product.
It is so refreshing to find a company that continues to support their products when end of line and who genuinely want to help.
Thank you Ultra for restoring my somewhat jaded opinion of so called customer service in this country.
Incidentally the product arrived 24 hours from order.

Customer support via Eileen in Technical was AMAZING! She dealt with a stressed out and irritable customer with kindness, patience and professionalism. I would have not hesitation is recommending Ultra Finishing and ESPECIALLY their wonderful engineer Eileen for prompt effective and cheerful service!

Guarantee not worth the paper it’s written on. Buy cheap buy twice. Avoid and buy from a firm where you can see the taps first.
Bought chrome taps which as it turns out had a plated component that peeled and apparantly I’m only allowed to clean it with soap and water. Have repeatedly asked what bathroom product would quality as soap and a copy of the guarantee but so far nothing. The write up on the site says it’s chrome but they are cheap taps and haven’t lasted.
They are sending a component to replace the faulty bit but I think this will lead to further problems as the taps will need to be taken apart. Doubt that they will be covered at all by the guarantee once we’ve done that. I wouldnt buy from this firm again purely based on their customer service.

Bought an item that developed a fault. However was told item was too old (9 years) despite ultra-finishing stating 20 year guarantee on this item. Don't be sold/convinced by the guarantee. I was told item was damaged even though there are no signs of damage. Be careful you will get brushed off when it comes to honouring the guarantee.

The Level of attention and customer service I got was simply outstanding. These guys really know how to listen, understand and respond to their customer.

Avoid this company at all costs . I wish I had . From December 2017 all you see are negative reviews about similar problems to myself . But from late Dec to 2018 excellent reviews .I too purchased a concealed shower kit from this company which was faulty and caused damage to my property . They finally sent a replacement which worked straight away however still claim the first valve was fine and are blaming me while I am left with walls ripped apart as they told me to supply photographic proof of the correct installation of the shower as they were blaming my plumber who has been doing his job to a fantastic standard since he has been an apprentice. I told ultra about the inherent problem they seem to have with their products due to their negative trust pilot reviews and low and behold loads of positive reviews appear about their products and customer service . very very bad customer service please avoid at all costs as I have had a total nightmare with one faulty shower valve and have also had to pay considerable damages trying to replace the valve and fix my walls as a consequence.

Our Hudson Reed monobloc tap after 4 years of constant use decided to leak slightly and we thought, before we rang them, that the manufacturer would have a string of excuses before responsibility would be accepted. How wrong we were - we phoned Ultra Finishing for advice and customer services who were extremely pleasant transferred us to the Technical Dept. They immediately advised that they thought the problem was most probably the consumable cartridge and after ensuring their price wasn't more expensive than the local shop, sent the product out free of charge and by next day delivery. They also said that if this wasn't the problem to contact them again and they would despatch a new tap. Unfortunately this wasn't the problem and after one email and a couple of photos explaining the situation, they sent us a new tap by next day delivery free of charge, No Arguments, No fuss, just extremely knowledgeable, competent and friendly people - what a pleasure to deal with such a gem of a company. I wholeheartedly recommend this company.

I have just called Hudson Reed / Ultra Finishing and spoke with a gentleman called Gary, he listened to what the problem was regarding a faulty temperature control for a bath filler and asked me to confirm the batch number from the thermostat, once confirmed he organised a free replacement. I also enquired about other spare parts for the same range which now need replaced due to a number of years everyday use and normal wear and tear, this range is no longer manufactured but parts are available (although I suspect in limited supply). A big thank you to Gary for his professionalism, knowledge and friendly service.

Dual Control Shower valve (3/4") developed a fault by passing water through the valve front. This valve is no longer manufactured but Gary in technical assured me that the spares are available. Ordered the spares and they arrived in three days so hopefully we will get several more years out of the valve without having to change the pipework. This is the third time I have had dealings with Ultra Finishing and they have always kept their word and been very professional with the technical information.

Had a small problem with the tap after 9 months when I contacted ultimate finishing a replacement was arranged immediately. I would not hesitate to recommend this company after the excellent customer service I received

Had a problem with my new shower valve; Gary in technical was very helpful and patient helping me resolve the issue

Gary was very helpful and identified my shower mixer from the photo I sent him. Almost by return he was able to advise me what the parts were and the cost.
He was able to answer my questions and I feel I am able to change out the parts without bringing in a professional.

Just had dealings with ultra- finishings and spoke to a chap called Gary Longhorn.
Very helpful and understanding would recommend dealing with ultra. Professional and helpful.

Having just purchased a full bathroom suite from Victorian Plumbing we were very disappointed when part of the shower was missing resulting in us not being able to operate it .

Despite various emails , calls and constant chasing and false promises from them I decided to contact the direct supplier if the shower unit

Straight away Gary was really helpful and has promised to post to me free of charge the missing part

Hopefully this will arrive in a few days as promised, I would point out that I have read a few reviews of a similar nature with missing parts, and although Victorian Plumbing’s customer service is appalling, as the shower came to them from Ultra Finishing if they take more care when packing items and check all parts are present then quite a few of us would not have to chase around like this

The technical support department resolved problems I was having with a 5 year old thermostatic shower unit, dispatching a replacement control cartridge on the same day. And when a fault was discovered on the replacement unit, they dispatched another FOC, again the same day.
Brilliant customer service - thank you

Ultra Finishing’s customer service was excellent, one of the best i’ve ever experienced. Gary was very courteous, knowledgeable and above all helpful and was a pleasure to deal with. This is the second time we have used them and I would not hesitate to recommend them to a friend.

Scott B.

Spoke to Gary about a faulty shower valve and having walked me through several troubleshooting solutions (which didn’t work) he agreed to send me out a replacement.

Brilliant service and great staff.

Absolutely fantastic service. I called Ultra on Wednesday with a problem with my shower having developed a drip. Spoke to Gary who was extremely helpful. The next morning I had a new cartridge delivered! What more can I say. Just brilliant Service!

Excellent Service !
Phil took a while to come back and a few reminders / chases ... but he did ultimately find a solution to my problem and apologised so all good there. I then called in and dealt with Gary Longhorn who was very helpful and obviously knowledgeable. Excellent Service.... just hope the tap head parts I ordered, fit now !! :-)