“I have tried to talk to a person not a machine, I have tried several times and just get an annoying message or cut off. All I need is to talk to someone who knows what they are talking about ref your machine. Not very happy with your customer service. What is the point of recording all phone calls”
“the worst company i have dealt with blade 4 lasted 12 weeks so called help line is just taped rubbish 9 emails no answer do not buy from this company”
“£432.96 worth of machine and extras mysteriously goes missing somewhere between the VAX, EVRI and DPD warehouses.
No one willing to help, VAX unwilling to refund until I’VE returned all items that haven’t even been dispatched or delivered.
They acknowledge that there’s been an issue between themselves and the couriers and confirm nothing has been dispatched or delivered, yet can’t refund me until they receive all products back.
Therefore I’m now out of pocket by £432.96. Small claims court looming for VAX unfortunately.”
“Excellent customer service rang on a Monday vax picked up Tuesday repaired and back to me Friday from customer service girl Natalie to technician Arek Muzyka great service than you”
“The product in my view is really badly designed and doesn't do what it needs to do. Have contacted them for a refund because with a design problem it's not something that can be repaired unless the machine were stripped right down and rebuilt with different design parts.
Like a previous poster I've received the "as it has been more than 21 days since receipt" it can't be refunded nonsense. Anything to avoid giving a refund I feel. Looks as if there must be a lot of people wanting to return goods if this is how defensive they are.
Nonsense answers. For ample the hose which is really hard to fit - they say will get easier with repeated fitting. But there won't be repeated fitting if it won't go on in the first place and the machine just rolls away backwards.
The "quick clean" mode only delivers water to half the width of the rollers. It doesn't spread across. So you need to go over the carpet twice as many times as you should. Vax seem to think this is a benefit. Can't see them saying that if their lawnmower mowed half-stripes, half cut half not.
I used to have a Bissell which gave many years good service till it eventually wore out.
I'd give Vax a berth that's a lot wider than the half-stripe washed by their machine if I were looking to buy again. Can't think why the mags that gave good reviews did so.”
“Continual faults (now on 4th machine!) awful customer service and opening hours make it extremely difficult to contact them.
2 months from reporting fault to recovering a new machine is not acceptable but it’s fine to them!”
“Vax carpet cleaner only used 4 times brushes don't go round then starts smoking. Customer services say I have to have it collected but I work Mon to Fri and they don't collect at weekends.”
“All's well that ends well!
I purchased a refurbished machine from their vax-outlet. It arrived with cracked plastic & an accessory missing. A few weeks later I got around to using the machine but it leaked badly & I requested a replacement which was initially refused "as it has been more than 21 days since receipt". It took several phone calls before Vax apologised & agreed to provide a replacement (which I am very happy with!) Moral : if you buy a Vax make sure that you test it within 21 days!”
“Trying to contact customer service . Its a joke!!!!
No one answers phone calls after being on hold for half an hour. Live chat just cuts off and emails go unanswered. Just a generic reply.
I wouldn't recommend this company for the non existent customer service alone. Its abysmal !!!!”
“I’ve had a total of 3 Vax Platinum Power Max machines because the brush mechanisms failed to rotate after only 2 uses. All 3 had to be returned for the same system failure! Clearly a design and manufacturing problem. Strongly advise you avoid purchasing this model”
“Bought the Vax carpet cleaner shortly before moving house - used it once and the dirty water failed to enter the lower part of the machine. Put it in storage whilst moving (which took longer than anticipated) and when attempted to use - terrible smell of burning so quickly turned it off. Because by then it was out of warranty, Curry’s refused to acknowledge any responsibility passing the buck to Vax. Unable to even speak to a human being regarding this on the Vaz helpline £249 wasted!!”
“Vax response useless have 2 vax cleaners, very poor ,have still 2 vax cordless, 1 managed to fix ,the blade4 no go tried contacting vax every way for 2 weeks ,more chance winning the lottery and I dont do the lottery tells you everything DONT BUY VAX”
“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.”
“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.”
“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..”
“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.”
“I have to admit that my dealings with Vax have been different to those mentioned below. Motor in first motorised bush head melted a pin and it came out of the side, that upgraded it to a better pet hair version no problem. First battery died, again no problem at getting a free replacement (had a spare one luckily) the both of my batteries failed (apparently the batteries are rubbish) and once again replaced without fuss. If you buy directly from Vax the Warranty is activated before you receive it. I have always found customer service staff very polite and helpful.
Mark”
