VitcasOpiniones 

Titre : Décevant – retard de livraison et manque de réactivité

Nous avons passé une commande chez VITCAS il y a plus de trois semaines, et à ce jour, nous n’avons toujours rien reçu. Le transporteur choisi par VITCAS, FedEx, semble livrer au gré de son bon vouloir.

Cependant, la responsabilité première revient à VITCAS. Malgré nos multiples relances pour comprendre ce retard, le service client ne montre pas de réelle mobilisation pour résoudre ce problème, ce qui est extrêmement frustrant.

Malheureusement, notre expérience reflète exactement ce que certains consommateurs mentionnent déjà : VITCAS ne semble pas toujours offrir une expérience client satisfaisante.

When purchasing products online—especially specialist building materials—there’s always a concern about whether they’ll arrive on time or even at all. That’s why it’s such a relief to work with a company like Vitcast of Bristol, where product availability and prompt delivery are clearly a top priority.

We’re currently renovating an Art Deco building built in 1927. Given the historic nature of the building, it was essential to use specialist materials that would preserve its original character while also preparing it for future use. This was not a simple order—but Vitcast handled it with absolute professionalism.

The order was delivered on time and at a very competitive price. But what really stood out was the customer service. From start to finish, Chloe and Paige were exceptionally helpful, responsive, and knowledgeable. They ensured everything ran smoothly and provided peace of mind at every step.

If you're looking for quality products backed by reliable, friendly, and efficient customer service, Vitcast is the company to trust.

We recently purchased a wood fired pizza oven from Vitcas and were impressed at the speed of its delivery, how well they resolved a damaged base (the next day) and the quality of the materials in the kit. It was easy and simple to put together and the kit options gave us a complete range of choices. We are very happy with our purchase.

I ordered fire bricks from Vitcas. The delivery with Fedex, despite the high delivery charge, was a problem (short one case and not following delivery instructions). The Vitcas customer service team, Paige, was excellent. She immediately organised another delivery through Royal Mail.
Every company can make a mistake or have a problem, but the speed and manner how they deal with issues, distinguishes good companies from bad ones.
Well done Victas and thank you Paige.

Absolutely outstanding Customer service with great communications. Any company can pick pack and post out, it when you have a problem that a company shows its worth. I had to return a full pallet because of problems my end, nothing to do the Vitcas. They did everything, stopped the deliver on route and arranged for its return back to them. This was conducted professionally and efficiently. I cannot thank them enough for putting right my mistake. Back to the order I found everything I wanted at great prices and this was sent out swiftly. In the past my orders have coming fast and packed well, use them with confidence.

When I got to the checkout and saw delivery was £9.50 I nearly backed out but I need the product quickly and assumed that at £9.50 it would be next day delivery so I went ahead with the order. After a couple of days I emailed (they don't answer the phones) and they told me that deliver is 1-2 days but at the same time they would be delivered on Monday which is 4 business days from order and 3 from despatch. You normally get free delivery goods delivered quicker than that with many couriers now also delivering on a Saturday.

I ordered many firebricks to make a fire pit for my new garden. I received great advice from Shannon and spoke with Paige over the phone. All the staff have great product knowledge and the bricks arrived in great condition (few small chips which are perfectly normal- I’ll fill them in with some cement) I really look forward to using my fire pit over the Halloween and bonfire night period and all the summers to come!
Thanks Vitcas!!!!

Products are expensive. Returns policy strict. A few days late and not refunded. I wont be using them again.

I’d ordered a number of red decorative firebricks for a bbq project. The boxes delivered had not fragile stickers and the bricks were poorly packed. Some bubble wrap to stop them moving into the empty space in box but nothing for the delicate corners. 50% or bricks had damaged or crumbled edges and one box had all bricks inside smashed in half. Customer services to be fair very helpful and issued replacement. I’d given them the packing feedback which wasn’t taken onboard for the replacement package…again nearly all replacement bricks damaged in poorly packaged box. Customer service helped again. Third time lucky? Nope, single replacement brick sent had a big box with loads of bubble wrap packed around the side. But crucially not around edges of bricks so damaged again. I despair! Why didn’t the packer just put the whole brick in three layers of bubble wrap…

The red decorative bricks are very weak and don’t really seem fit for purpose. I’d ordered some white ones which were much sturdier and none of them came damaged.

Very disappointed. Please review how you deliver products as it’s not delivery company’s fault but your poor packaging.

Never normally compelled to leave a review but this company seems deserving of one...
Tried phoning on a Tuesday to place an urgent next day order, no answer, so placed an online order at 9am with a note emphasising the urgency. Knew orders had to be in by 2pm for same day despatch so tried calling at 12pm to confirm it had been picked, no answer. Received email at 3.20pm (they close at 4.30pm) to say they hadn't managed to find the full quantity of the item so did we want to cancel or wait for stock replenishment. I replied at 4.20pm to ask them to urgently send out the quantity they did have, they replied on Wednesday to say that I'd missed the FedEx collection for that day but it'd be sent out to be delivered on Thursday. Tracking at 15.40pm on Thursday showed the order was still at the label creation stage. Vitcas replied at 3.50pm to say replied to say it looks like the item had been lost in transit so they're despatching a replacement to be delivered on Friday. How they have replacement stock for the last of what was in stock I don't know, waiting for the reply on that one, and not holding my breath that it'll be delivered tomorrow (Friday) either.

Quite taken aback by the response when asking to organise a refund on unopened/unused items, as my order was based on the quantities recommended on their website. Spoken to in very condescending tone. It's just a way for them to get more of your money and send more building materials to landfill. Will report to trading standards.

We recently ordered several materials for the refitting of our wood-burning stove, and I must say that our experience has been exceptional. The materials arrived promptly, meticulously packaged, and of very good quality. However, what truly impressed me was the level of customer service I received from Shannon when I needed to return one fireboard. Shannon's assistance was unparalleled, going above and beyond to ensure a smooth and hassle-free process.
It surprises me to see the relatively low feedback on Trustpilot for this company, as my personal encounter has been very positive. From start to finish, I would confidently rate my experience with this company as 5 stars. Their commitment to delivering top-notch products and providing exceptional customer support deserves recognition.

Don't even bother to ask them a question , tried several times asking what was the best product they had for a specific job relating to sealing around a gas fire , and was completely ignored . I am not an expert and I don't want to buy the wrong product as it's so expensive , but a little guidance would have went a long way and inevitable a sale .

Ordered 4 items waited 7 days to get notified of fedex delivery only to find victas gave no tracking number items still not delivered, although I have phoned over 30 times and sent numerous emails not a single reply apart from out of office reply, very poor service reminds me of the Chinese scammers on eBay. Do not buy from them please they are rubbish hope they are not the best britain has to offer.

Help and assistance excellent, the customer service from Shannon Ashcroft a pleasure. After installing my pizza oven without a insulation board(as recommended by VITCAS) I had to rebuild again and added the insulation board. The double casa oven is excellent and an envy of all my friends. I would recommend the product and VITCAS to all my friends and family

I’m trying to buy pizza oven but unfortunately I’ve been ringing them at least 40-50 times a day for the pass 4 days only to get through once and they said they would ring me back before end of day still waiting I’m sorry but you have lost a sale and il be advising others not to deal with this company

I'm taking the time to write this review as I found the company's approach to customer service refreshing. I have returned to buy from these guys again and this time I had damaged goods. I emailed the company within 15 minutes of the delivery to explain the damage along with a photo and within 10 minutes of my email being sent, I received an email back to advise that a new consignment was being despatched that day. Two days later as promised, I received my replacement fire panels. The was no arguing and they didn't want to inconvenience me by sending anything back to them. The products are brilliant and my experience buying online and indeed swift delivery of goods based on these two purchases this year has been great. I'll be sure to purchase from this company again in the future where needed.

Tried 3 times to place an order online, could not complete the payment. Tried ringing through an order, was told that they could not talk to me, and ended the call. Must being doing really well to turn away business.

Bought some bricks and mixers. Delivery driver was very rude. Didnt even ask me to help him but directly said take your stuff man from inside the lorry.