VaxUK Reviews

Name: VaxUK
Rating: 1.73

1.7 Rating 231 Reviews

16 %

of reviewers recommend VaxUK

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Metrics

1.7

Based on 231 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 75%
Accurate And Undamaged Orders	Greater than 82%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.8 out of 5
Returns & Refunds
Returns Process	Could Be Better

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Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Vax do not answer their chat line and on the one time I did get a response it was just a robot answer that referred me back to the premium rate phone line that told me to do it all again online. grrrrrrrr. Will not buy Vax again. Steam cleaner worked well until now so they let themselves down by not spending any money on staff to man the phones or chat line. Stupid but typical of organisations nowadays.”

Helpful Report

Posted 2 years ago

“Purchased a Vax Carpet cleaner at £299. It began to emit smoke and smelt of burning.... less than 6 weeks old. Live chat was great and sent a replacement out. 2mths later and this machine is now tripping our electrics. We've had our sockets checked and it's def the cleaner arcing out. It's a fire hazard. sat on Live chat today for over an hour. Finally got through and was told to return for repair. I don't want it repaired! It's either we take a chance with a new machine or refund and buy another brand. Nope, they will only repair as we have had it 30 days or more. I'm a disabled customer and find using the phone v difficult so Asked to speak via the live chat to a manager to be told this wasn't an option. my only option was to return the unit. What customer service center has no chain of management for complaints?!! we need a cleaner because of my disability. this was explained to the employee but it was 'give me your address for collection..'. This is discrimination against the disabled that there is no option to discuss complaints with management, when they have been specifically advised of disability and that I find calling hard. I ended the chat as I could see I was getting nowhere. I bit the bullet and called. I waited in the queue for 30mins until my anxiety became too much and I hung up. I've got a £300 fire hazard, and carpets which need to be kept clean. I did ask if I would get a better response if I let the machine blow up and set fire to our home, as evidently they don't care they are selling sub standard units. wish I had never bothered buying vax.”

Helpful Report

Posted 2 years ago

“What more can l say but absolute rubbish don't touch Vax with a bargepole they changed mine because it smelt as if it was burning the replacement went the same..same burning smell l wouldent be surprised if the motor was going ... l complained again they won't refund your money Vax are an hateful company... they sell substandard carpet washers I'm an old aged pensioner l lost £169.99 to them l ended up losing £169.because l gave it to a charity shop... lt was one month old trading standards should come down heavy on Vax... this time I've bought bex bissell no issues at all....no burning not too heavy not noisy like Vax . Vax are loud and sound like a battering ram ..and grinder..Vax are just gar age this review is genuine l am 68 years old l live in edenthorpe Doncaster..”

Helpful Report

Posted 2 years ago

“DO NOT BUY FROM VAX!! Dreadful customer service (repeatedly) after several failures. Very disappointing. Do they never read their own reviews and react?!! Come on people! Disgraceful.”

Helpful Report

Posted 2 years ago

“Total scam. Fraudulent site”

Helpful Report

Posted 2 years ago

“Appalling customer service, they don't respond. I do wonder though if it systematic of many companies in the UK. I'll never use them again. I would give them zero stars if I could. Times between them, ebay and Evri are not consistent. I've now requested a refund. I don't hold out much hope though.”

Helpful Report

Posted 2 years ago

“The motor burnt out on the first Vax carpet cleaner on the third use. The second cleaner needed cleaning, but the plastic pats are so soft the threads mash up, bits of plastic fall off and even the local repair shop says they are generally unrepairable. At around £300 a pop for less than a year of use from the two machines my recommendation is that you avoid buying any Vax machine. Shame there is no 0 star option. Also the support department does not track the sale of the product by serial number (Dyson does) so they refuse to repair unless you have a receipt that has not faded......... total cop out.”

Helpful Report

Posted 2 years ago

“I own a Vax carpet cleaner which came with a 6 year warranty. I noticed a strong burning smell when it was turned on and so reported the fault to Vax. They said that it would be collected by their designated courier DPD. I duly boxed it and secured it and received a text from DPD saying they’d collect it between 9 and 5. There was a link attached to the text message which, when you open it, provides the collection reference number. DPD did not turn up but it wasn’t until I opened the link again I saw that it had changed to say that they couldn’t find the contact? Vax rescheduled the collection for 4 days later and the same thing happened again. The original text message confirmed a collection between 9 and 5 and the link provided the reference number. I opened the link mid morning and it had changed to “ due to an issue the collection will not be made”. This is appalling customer service because unless you open the link randomly you are never going to aware that your goods will NOT be collected. Dreadful system by the courier DPD.”

Helpful Report

Posted 2 years ago

“Terrible after service”

Helpful Report

Posted 2 years ago

“Tried without success to speak to customer services on the phone re: a warranty issue with the battery not charging. Was left hanging on for a long time. I don't suppose Vax will be contributing to my phone bill. I tried to get service online, which was equally as useless and dire. With the experience I've had thus far, I will steer clear of this company in future. I'm also thinking that the guarantees I have in place are worthless. I'll buy a Shark appliance next time.”

Helpful Report

Posted 2 years ago

“Poor design vax is not vax anymore in 3 months it has broken twice surprisingly the flimsy piece of plastic between the upright part of the hoover and the head has not broken but I suppose the motor driving the brush burning out in a few uses not once but twice it never got chance the first time it happened they exchanged it no problem did take three weeks saying due to Covid response times are delayed yes I am writing this nov 2022 so I guess vax are being cautious still we all know how Covid travels down the phone lines this time they are implying that my carpet may be too luxurious for a vax! I cAn only assume the deep pile setting is for cord carpets not a twist pile or anything remotely resembling deep they also gave me instructions on how to remove all the covers and feel the drive shafts on the motor not being funny but I paid £120 for this machine why should I have to take this thing apart and record the results for them it’s tat simple as I have a shark wand hoover that’s 8 yes old that out performs this straight out of the box the quality or lack of can be seen in every direction from the cord that has a distinct lack of insulation so much so it actually keeps it’s shape after wrapping and ties it self in knots to the thin plastic joint that looks like it’s made from a kinder surprise egg that holds the upright handle to the floor head”

Helpful Report

Posted 2 years ago

“has the most awful customer service ,complicated non existent help its their system not the staff the system is far to clunky and severely time consuming ,if your buying their fantastic ,have a fault nobody answers ,i only got sorted out by emailing their ceo something i would recommend to get results ,their staff are only caught in the middle as the system is s..t”

Helpful Report

Posted 2 years ago

“I bought my Vax carpet cleaner on the 23rd of August it's rubbish it doesn't suck up water properly .. it's made my carpets smell awful ..like an horrid fishy smell I've used it once l tried again today it smelt of burning it's really loud and makes a grating noise lve been told l can't have a refund because it's more then 21 days old that's nonsense you can get a refund for faulty goods they are useless at Vax don't buy from them buy a rug doctor their much better cleaners”

Helpful Report

Posted 2 years ago

“Contacted customer service for a part number for the motor and motor housing. Got absolutely nowhere with them. They refused to give me any part number or diagram "for safety reasons". I thought there was a govt initiative to ensure goods are repairable. I informed them I was competent, experienced and qualified to do the job. They were not interested and fobbed me off.”

Helpful Report

Posted 2 years ago

“delivered broken and cannot get through to customer service, have emailed, no response”

Helpful Report

Posted 2 years ago

“No refund 3 weeks after sending the 2nd faulty item back! Shocking customer service will not be using ahain”

Helpful Report

Posted 2 years ago

“Your customer service is like your product complete and utter rubbish no response to e mails will not answer calls left on hold for hours can’t register any product on line for warranty reason for this you would be out of business as your products are rubbish . I have contacted watch dog and citizens advise . What you need is an over hall of staff starting at the top to be successful in business you need to look after customers which you clearly have no concept off”

Helpful Report

Posted 2 years ago

“What a scam !!!!! I returned vacuum to them and to not send me new one or repair they damage the cable and said that they can’t to checks and repair as the cable is damage !! The day we send we wrapped the cable nicely there was no damage but they send me photo and looks like they damage with something to just send the broken vacuum back to Me !!! Scammers !!!”

Helpful Report

Posted 2 years ago

“Do you know what this is my finish with vax honestly nightmare defo go back to Bissell carpenter cleaner s___ advertisement on TV don't be fooled rubbishmachine leaks this is vax platinum hello On TV advert wow sending mine back.”

Helpful Report

Posted 2 years ago

“Vax are certainly off our radar. They are one of the worst companies I've had the misfortune to deal with. Basically, my 83-years-old mother-in-law paid out £100 plus for a Vax hoover last year but it was a poor performer so, because it was well within the 12month guarantee, we called Vax to explain the scenario and they said pack it up and return it. We did just that, only to be informed the mother-in-law was to blame for the hoover not working properly? You couldn't make it up. Not only did they decline to replace the machine, they refused to repair it as well though they did 'offer' a £20 discount on a shiny new Vax hoover. They're having a laugh at the expense of an old lady who barely has two pennies to rub together and it's an absolute disgrace.”

Helpful Report

Posted 2 years ago

VaxUK is rated 1.7 based on 231 reviews