Reviews often mention failed deliveries, cancelled orders, and refunds that arrive late or not at all. Customers also describe recurring build issues—rust, scratches, cracks, and thin materials—across tableware and bathroom items. A smaller share report fast replacements and helpful German customer support, highlighting sharply different experiences.
Examples from available reviews (Feb 2020 – Mar 2026).
Paid but never received order and got no refund or response.
“I paid for my order, but I did not receive it.”
Expensive wok has thin material and performs poorly, burns food.
“The material is so thin!!!”
Longtime customer received prompt replacement after reporting defect.
“An hour later, customer support sent me a shipment tracking number for a replacement.”
Order canceled without explanation and poor customer service communication.
“I was shocked to receive an order cancellation notification without any explanation or justification.”
Missed deliveries, cancelled orders, and refunds that are delayed or never paid come up repeatedly and shape most service feedback. Reviewers describe long waits and being passed between agents before anything gets resolved. A smaller group report quick replacements and smooth handling.
Some reviewers question the price given durability issues, pointing to costly items with rust, thin materials, or uneven glazing. Others say taps, basins, and toilets feel fair for the price. Value complaints appear less often than service problems and product faults, but they still stand out.
Customers mention practical problems such as sinks that do not drain and missing assembly instructions that make installation harder. Several also report flatware and cutlery that scratch or stain after little use. These issues show up less than service failures, but they affect basic product use.
Many reviews point to production defects, including knives that rust, uneven glazes, cracked porcelain, and packaging contaminated with grit or rust. Damage in transit also appears often, with plates and saucers arriving broken. A few reviews praise toilets and taps for lasting well, but those comments are limited.
Reviewers describe orders being cancelled without explanation, automated responses, and trouble reaching someone who will help. Some also mention argumentative or unhelpful in-store encounters and long waits for shipping updates. A smaller set praise clear, useful communication from Germany-based support.
Reviews split clearly: many low ratings focus on delivery, refunds, and defects, while fewer high ratings highlight replacements and service. The result is a polarized picture rather than a steady, consistent experience. No single area comes through as reliably positive across the reviews.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (42) · Quotes shortened · As of: March 2026
Expensive wok has thin material and performs poorly, burns food.
“The material is so thin!!!”
Basic White plates are thicker, different color, and arrived scratched.
“the plates are much thicker than before”
Received wrong spoons and customer service provided poor resolution.
“offered 10% off future purchases after weeks of no resolution”
Coffee cups arrived well packed; inner branded box had rusty grit.
“inner Box with company logo and branding was covered in a filthy rusty sand grit”
Three weeks of being passed around with no resolution for toilet seat.
“now into my 3rd week Of just being passed around.”
Customer reports poor product quality and costly return shipping.
“Quality has plummeted—dining sets had inconsistent glaze”
Paid but never received order and got no refund or response.
“I paid for my order, but I did not receive it.”
Ceramic sink poorly shaped and does not drain properly.
“It's a sink it should drain”
Tap and basin good quality, vanity unit feels poor value.
“the Tap and Basin are very good quality”
Cutlery knives showed rust and spots; small compensation offered.
“knives started show signs of rust”
Did not receive order and got no response for refund.
“I didn’t recived my order”
Canceled order and no refund despite legal action.
“The order was cancelled, and didn't receive my funds back.”
Order canceled days later and discount removed, wasting time.
“the order was canceled and the discount was a result of an error.”
Store canceled order, under-refunded, and raised product prices.
“The store cancelled the order and did not refund the full amount.”
Order canceled without explanation and poor customer service communication.
“I was shocked to receive an order cancellation notification without any explanation or justification.”
Expensive bidet repeatedly failed and now discontinued with no repair.
“The UK Engineer is uncontactable and does not respond at all to calls and messages”
Cutlery scratches heavily after few uses and manufacturer won't repair.
“even after single use you will see scratches”
Reviewer praises the toilet and sink quality.
“Great toilet i had so far. good sink as well.”
Clerk sold imperfect dishes and customer service refused exchange.
“we found the same sand grains in the dishes”
Gift card didn't work and customer service argued with the customer.
“the woman started arguing with me”
Stainless flatware stained within weeks; customer service unhelpful.
“Less than 4 weeks and a few washes later, more than half of the set is stained.”
Waiting over two weeks for an order shipped from Germany with poor service.
“I am waiting for more than 2 weeks already for my order”
Product lacked correct assembly instructions making installation difficult.
“There is not instruction how to assemble it.”
Longtime customer received prompt replacement after reporting defect.
“An hour later, customer support sent me a shipment tracking number for a replacement.”
Premium products and good customer service provided a replacement.
“Cusomer service was good in my case as a plate cracked and they sent a replacement in out of good will.”
Very satisfied with wash basin and excellent German customer service.
“Excellent service and very good consulting before from the customer service germany.”
Many saucers arrived broken; replacements incomplete and ignored.
“5 out of 6 saucers were broken.”
Online order canceled without explanation, wasting customer's time.
“Order placed online cancelled without any explanation.”
Porcelain kitchen sink developed cracks after three years.
“three years ( so out of guarantee) the V & B "porcellain" kitchen sink is cracking..”
Tap installation caused sink to break, and company failed to follow up.
“one tap and the sink fell apart”
Received damaged plate and slow, inadequate customer service responses.
“Very poor customer service, received a damaged plate”
Shop staff unsure about online gift voucher availability.
“Yes, they do sell gift vouchers, I was told - but they didn't know whether it was possible to buy them online.”
Most items arrived fine and replacements obtained after delivery issues.
“They were happy to replace the broken pieces.”
Needed a replacement lid and received no replies from customer service.
“Required a replacement lid for current model teapot, wrote to them, got usual automated reply”
Never received order and impossible to contact company for refund.
“we never received our order and it is impossible to contact Villeroy & Boch for a refund or updates.”
Cutlery showed manufacturing defects and contact page was broken.
“At least 5 items have clear manufacturing inconsistencies”
Multiple online orders had delivery issues and poor customer care.
“I bought twice on-line from their website and both times it was an awful experience.”
Paid for item before Christmas but experienced no delivery or communication.
“I ordered AND PAID FOR "La Boule" as a present for my wife a few days before Christmas.”
Two of six plates arrived broken and customer service unresponsive.
“Ordered 6 plates and two arrived broken.”
Products attractive but customer support silent and unhelpful.
“their customer support is lousy.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Villeroy & Boch makes ceramic and lifestyle products. Its range includes porcelain tableware, bathroom ceramics, kitchen sinks, and matching bathroom furnishings. The company sells through brand stores, independent retailers, and an online shop, and supplies products for residential and commercial installations. Product lines cover dining collections, sanitary ceramics, and design-focused fixtures for kitchens and bathrooms.