“I purchased a Vax late 2021. From the start the cordless hover did not pick up as well as expected. I got in touch with customer services (after a number of times trying to get through to them), then I was passed from pillow to post and felt like I was treated me with no respect, and felt like I wasn’t listened to when trying to explain everything that I had carried out, prior to contacting them. In the end I found out the problem was a split hose in the head of the hover! Which was very hard to see. They sent me a new head and I carried on using it and it still doesn’t pick up properly and now I am still struggling to remove the parts for easy access and cleaning. So I decided to complain again, and followed the process of carrying out all the checks and continue the communication back and forward, via email.
Following all of this they want me to send it back, and if they don’t find a fault, I will have to pay for the service!! Then I received a letter in the post, regarding how to return it, stating that it was an easy process (I’ll let you the public decide that? see attached photo). Even though I have a disability I did have to try and do this myself and at no point was asked if this was ok to do this. No compassion or thoughtfulness at all!! Never ever again will I purchase from Vax. But I will keep the public informed Iv the outcome.”
“I had a faulty battery and contacted Vax customer services and spoke to Lee. He was extremely helpful and then decided the battery was faulty. I received a new one within 3 working days and now I realise how good the cleaner is. 10 out of 10.”
“Battery charger developed a fault contacted customer service who arranged for a new one to be sent that was Friday 11th its now Wednesday 16th and just received a message to say its just been dispatched through Hermes the worst unreliable parcel company there is, customer service is shocking”
“I purchased a Vax Blade 4 Pet cordless vacuum in January 2021 and so far, the motorised floor head has broken 3 times. I have been given replacements although even a replacement arrived faulty. Latest issue is with the battery and charging unit. Despite having provided the battery serial number to Vax just after purchase, the person I have been dealing with is demanding it from me again. I can't provide it but as I took the dud battery to the recycling point and the rrp I have been dealing with is refusing to provide a replacement even though I have nearly 2 years left of my 3 year battery warranty. I was told I could buy a replacement battery on their website @£69.99! I requested an email address for the Complaints Department twice and have been ignored twice. (I have since found details independently). I do not recommend their product nor their Customer Service. Awful.”
“Purchased a VAX cordless in October 2020. Twice I have had faulty battery, the second time VAX refused to provide support despite being under warranty.
The Customer Engagement team are more interested to close cases than review or provide support - even if covered under Consumer Rights Act 2015.”
“Guarantee, what Guarantee, In the first instance I received no reply for 10 days(not even an acknowledgement).
Then I was given instruction on how to fix the cleaner myself, which I did without success. Another long wait before another acknowledge and I was advised to sent the cleaner back.
I have another word for Fax starting with V --- Vexation”
“Wouldn’t even give them 1 but there is no less.
Bought a carpet cleaner before Christmas from them, it’s great works brilliantly, except the handle literally snapped while using it.
Trying to contact them is a nightmare, emailing all the information and they get back asking for the same information on a email address that can’t be contacted.
The customer service is poor.
Great carpet cleaner, just no handle for £300.”
“If I could give zero stars I would. This Hoover is awful, it barely picks anything up. It just pushes crumbs around. I had it 2 weeks and a wheel broke and feeling pretty dissatisfied I went and spent another £200 on a shark Hoover. Just to see how awful the vac was I hoovered the house with it then did a second vacuum with the shark. The shark dust tank was full!!! Don’t get me wrong, the vac did pick up dog hair but the suction is terrible so anything heavier than hair and you’re wasting your time. What amazes me is the hundreds of 5 star reviews?!”
“Spoke to vax about my faulty machine yesterday. It has a 2 year warranty and is only 1.5 years old. The connection from the hose to the floorhead is very poor so the brush won’t spin. Vax have said this problem is not under guarantee and would be a chargeable repair. It is apparently classed as wear and tear even though it’s electrical!! For a machine that was brand new and cost £150 I did expect it to last longer. I now know the word ‘Guarantee’ doesn’t mean a damn thing!! Won’t be buying my next one from Vax anyway.”
“The worst vax hoover ever.( blade ) i have had vax hoovers for over 30 years the blade pet doesn't pick up crums or bits off the floor but is good with dog hair. I have to weep up after I have hoovered up. Think that says it all about this product.”
“I bought a refurbished Vax 2 pwr directly from Vax. The battery soon failed. They sent another (after spending a long time hunting for an email) . The battery soon failed again. They refused to replace it as the original warranty on the machine, (not the battery) ran out by around a month. They refused to replace the battery. I had to write to them as they would answer numerous emails over that end month. They refused to send another and I haven't had a response again after asking to replace the battery as a gesture of goodwill as two batteries should not fail in 12 months and they didn't respond to my previous emails. They make it really difficult for you to contact them. ( see website) I have had no apology. Still waiting for a response about the battery. If they don't respond to this then you know not to buy from them”
“I wish I’d have read these reviews before wasting £179.99 on a Vax Powerblade useless nothing like the advert
Not just that but I had a battery replaced after only 8 months and now the second one has packed up after another 8 months
When I finally spoke to someone in Customer service they said there was nothing they could do as the machine was out of warranty I argued my case that it was the second battery they supplied less than a year old not the machine surely a battery should last than a few months she even agreed the battery was defective but they couldn’t replace it but I could buy one for £79.99 !! I said what if I’ve been supplied with a faulty battery or charger surely they should be replaced at less than a year old warranty or not at the end of the day it’s obviously a fault with the product She told me to take it to consumer rights if I wasn’t happy so no not a lot of help at all £179.99 out of pocket and even when it did work it wasn’t that great Very disappointed would not recommend this product”
“Unlike many I'm actually quite pleased with my Vax - it's a corded version. I ordered an extension flexible hose so I could vacuum right up the stairs, but they sent me the wrong one which wouldn't fit my machine - despite their website saying the one I ordered was compatible with my machine's model. I waited like so many to speak to someone, who told me she didn't think accessories could be returned, then I was cut off halfway through a sentence. I tried again, long wait again, but eventually spoke to someone more helpful who emailed me a form to fill in and a freepost address. I wrote the freepost number on the parcel but the post office said they couldn't process it without some sort of a bar code to scan. I tried phoning again but kept being cut off. Tried emailing several times, just got a general fob-off email asking all sorts of details I'd already given (do you see a pattern here?) but not getting back to me. I've decided to pay the postage myself for the wrong item and have asked them to refund my postage, but I'm not holding my breath.”
“I bought a Vax pet upright last September and it had recently stopped working. I rang the support centre and was told it was the brush bar, and the would send a replacement. I fitted the replacement and it still didn’t work, therefore the machine had to be sent back as it is still under warranty. However, I have had a email back since saying they cannot inspect the machine as there is a nick in the power cable and I must replace this first. Absolutely ridiculous I have to replace a cable on a machine that is probably going to be replaced eventually and wouldn’t it be cheaper to replace the cable themselves and bill me instead of incurring the cost of numerous courier trips. Very disappointed with the after care and definitely wouldn’t recommend Vax”
“Kebab skewer? Every vax should come with one for hoikin out from the non removable base tube which can block several times in a day. Wtf designs the hole going into the cylinder as a “choke point” i can see the team design meeting now….. yeah if we make this point narrow it can clog up and stress the f••• out of people. I am going to throw mine out of the window then smash its head in with sledge hammer. Im not joking😡 i hate it”
“Poor customer service - ordered online 3rd Jan but item never arrived - 2 e mails to Customer Services - no reply - 45 minutes on 'chat' to answer plus 1hr 10 minutes holding on Customer Service line with no answer.”
“VAX is nothing like the beautiful TV adverts. The vacuum cleaners are infuriatingly bad. Our experience with cheap vaccums has been superior to what we have experienced using VAX, which are not cheap. Everytime we use it, all of the crumbs and things we have cleaned up fall out the bottom as soon as you switch it off. And yes, we empty the cylinder and filter regularly. But it is so bad, that unless you empty both ON EACH USE, it continues to happen. It's really irritating to continually spend time cleaning only for all of the stuff to fall back out again. And if you use the 'turbo boost' mode - it flicks stuff everywhere! But if you don't use the turbo boost mode, it bascially doesn't even have the power to suck anything up at all, even off tiles. We have also had issues with the batteries failing on several occasions, and the first time was when the vacuum was only a week or so old. It is also very flimsy and wobbly, so vacuuming up stairs etc is very very annoying, because it doesn't hold its position, and the head of the vacuum flops all over the place. I will never ever use VAX again.”
