Name: VaxUK
Rating: 1.64

“Really poor product that failed in less than a year. It took a really long time and several calls and several emails to get confirmation back that they wouldn't refund the product.”

Helpful Report

Posted 4 years ago

“The handle in my hoover has come away from the machine completely and I can no longer pull my machine backwards. Vax are telling me it’s not covered under their 5 year warranty!”

Helpful Report

Posted 4 years ago

“Your website is very unfriendly and your spares backup service is ludicrously bad. I have a Vax Carpet Washer Powermax VRS5W, confirmed by the original instruction booklet. This machine has been scrupulously maintained and cleaned from new. Recently a tiny plastic clip on the clean water tank snapped and try as I might your site could not recognise my machine.”

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Posted 4 years ago

“I bought Vax Tbt3v1h1 cordless cleaner in Nov. 2018. After 14 months of use-1bed.roomed house, wood floors and rugs only, it cuts out after 30 sec.You can then wait for same amount of time and then you switch it on again and same thing happens. It is thoroughly cleaned, filters washed, but to no avail. I had not seen the 2year warranty notice on the BACK page of the instruction book and, therefore, had not registered online.Because of this, Vax are quite happy to accept that they produce a £150 cleaner that, registered or not, can cease to function after 14 months of under average use. Stay clear!!! .”

Helpful Report

Posted 4 years ago

“Guaranteed next day delivery on Order #303156047. Sat at home all day on 28th - nothing. Today (29th) not even the promised email on the subject of delivery. If I'd known you can't deliver against you promises (or that you use Yodel) I could have got the order elsewhere yesterday (and at the SAME price). Regards Anthony McAlinden”

Helpful Report

Posted 4 years ago

“I am a disabled customer with major dexterity and mobility issues, who is trying to get a carpet washer repaired under my Vax warranty. I am physically unable to put parts onto the machine and am unable to get a carer to do it within the limited amount of assistance time I am given. Vax will only offer to send out the parts which might or might not deal with the issue, they refuse to accept the machine back for repair. Under the Disability Discrimination Act and the Equalities Act, companies have to make reasonable adjustments so that disabled customers can access their services. Vax Customer Service is the gatekeeper to the warranty given to customers, and factored into into the price, when they buy their products. Therefore under the law, Vax Customer Service Team need to adapt their policies and procedures to allow disabled customers to access the warranty in an accessible way. However, according to Connor, a member of the Vax Customer Service Team, this is not true, the team do not have to make any “reasonable adjustments” to their policies or procedures because “they don’t sell anything” they only have to make reasonable adjustments to their communications, which he claims they have done sufficiently!! Vax Customer Service Team are fully aware of my situation, yet they refuse to anything but send out parts. Leaving the law aside, would it really damage Vax’s profits to collect and repair the machines of the small number of severely disabled customers who encounter a problem, without a fight. Are Vax really claiming that the only way a severely disabled customer can access their warranty it through someone else? Or perhaps they expect their blind customers, service dogs to be able to fit parts onto defective machines? It would be wonderful if customer service meant Good customer service not a battle to get the law respected. I expected better from Vax, how naive of me! Last Tuesday was “Purple Tuesday” when businesses celebrated the “purple pound” which is the £249 billon pounds spent each year by disabled households. Clearly the Vax Customer Service Team are determined that disabled customers don’t spend it with Vax, as who could ever recommend such polite but poor and disrespectful non service.”

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Posted 4 years ago

“I'm very disappointed with Vax...I have this vacuum cleaner for 3 months and is already breaking... and most of the other company you go back to the shop but not Vax...and now I have to waste my day waiting for the part... which is taking nearly 2 weeks to arrive! I Will never buy another Vax ever again...it is ridiculous! On top of that I bought the blade 2 cordless and it said 3yrs warrentee I send the card by post and apparently they did not received it...so when, after just 3mnths, my vacuum cleaner broke and I call they told me I have not registered so my vacuum will be covered only for 1yr!! Never buy a Vax again!”

Helpful Report

Posted 4 years ago

“Apparently didn't receive the registration of my VAX product so will NOT honour the extended warranty that the product was purchased with. Despite agreeing that the extended warranty was in place. ANd confirming the shop that I purchased the product from. They can date the sale of the product but the onus is entirely on the purchaser to ensure that the warranty information sent by post/email is actually registered with them. If they couldn't confirm the purchase I'd be more forgiving but any excuse to not have to honour the warranty and they'll take it. Shame as I liked the company but not buying from them again now.”

Helpful Report

Posted 4 years ago

“I've just used my vax platinum power max for the first time. I did one pass on quick clean setting and the carpet felt quite dry(but no water in the dirty tank). So I did the rest of the carpet on deep clean mode and the carpet remained soaked -poor pickup rate. On finishing I noticed the perspex brush bar housing was clogged so I followed the brush bar removal. What a performance! I had to undo 10 screws and then could not see how to free the drive belt. As you know there are a limited number of times a screw can be removed and replaced in perspex before the screws won't hold, then we'd have to buy a new housing. The pick up rate of this model was not as good as my old vax machine, which I threw away after six uses because it was nothing but trouble. The drive belt rusted after one use and the belt broke. I suggest a redesign of the perspex brush bar housing with a hinged flap so it can be more easily cleaned without the need to dismantle the whole machine. Perhaps clearer instructions how to free the drive belt from the spindle NOT IMPRESSED!”

Helpful Report

Posted 4 years ago

“I bought the VAX BLADE 2 MAX after watching the TV commercial. The performance is ok, but the slightest piece of tread makes the brush-bar stop. The 45 minutes battery life expectance is reduced to 20 max. However the most disappointing point is the cleaning of the dirt container: it is not as simple as shown on TV, a simple tap provokes a cloud of dust and it is necessary to use a brush to get all the dirt out. Dust all-over my clothes...welcome back to my HENRY”

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Posted 4 years ago

“We bought a vax in January 2019 from John Lewis. A few months in the power would cut out and stop working. Vax were horrendous to deal with blaming us for miss-using the product (it was used roughly once a week) stating all the filters needed to be washed and the whole hoover taken apart after every 3 uses. If they stated this on the sales websites then no one would ever buy a Vax product but the joke was my husband had been washing out the filters after every use. In the end they refused to even look at the hoover...repair or replace the product even though our legal rights. John Lewis stepped in and saved the day but if we had purchased from elsewhere we would be left with nothing but a broken hoover. How Vax can accuse you of lying that your hoover is broken down a telephone without even looking at it is beyond me. Shocking customer service which suggests they have massive problems as a company.”

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Posted 5 years ago

“Rubbish customer service. Floorhead is giving trouble second time and I am being asked to purchase it.”

Helpful Report

Posted 5 years ago

“My Vax steam mop caught fire with no prior warning whilst in use, causing a bad burn to my hand which immediately required hospital treatment. Seven weeks on I am still no further forward with customer services, I have provided everything they have asked for at every stage - hospital records, photos of the burn, photos of the appliance. It was almost like they didn’t believe me at first, disgusting! They have examined my machine and have concluded that a cable failure took place but they have not recalled the product or warned other owners of this problem. They have offered me a measly amount of compensation which doesn’t even go a quarter of the way to the loss of earnings suffered, I have explained this to them and they have told me to get a Solicitor! I really expected better from a large company. It’s shocking!”

Helpful Report

Posted 5 years ago

“My Vax steam mop caught fire with no prior warning whilst in use, causing a bad burn to my hand which immediately required hospital treatment. Seven weeks on I am still no further forward with customer services, I have provided everything they have asked for at every stage - hospital records, photos of the burn, photos of the appliance. It was almost like they didn’t believe me at first, disgusting! They have examined my machine and have concluded that a cable failure took place but they have not recalled the product or warned other owners of this problem. They have offered me a measly amount of compensation which doesn’t even go a quarter of the way to the loss of earnings suffered, I have explained this to them and they have told me to get a Solicitor! I really expected better from a large company. It’s shocking!”

Helpful Report

Posted 5 years ago

“Rubbish rude customer service . Bought vax cordless with extra tool kit on 26/1/19 stopped working after one use battery wouldn't charge. Phoned on Satuday only the online chat was available and the sales department to sell product. I was told to return everything in the original package which I did. Tool one week for the return label to arrive. Another week for the vax to arrive without the tool kit. Phone and was told them that I was not happy with the service. I was by a rude manager to either have the tool kit or my money back which would take 14days. Tool kit should have arrived today 22nd Feb by royal mail. Phone midday and was told that it should definitely arrive by 6pm still waiting. Very quick to take your money on the Saturday sales line. But only chat line on Saturday.”

Helpful Report

Posted 5 years ago

“Cheap service and Products with Incompetent and rude staff !!! Vax are probably the worse company to deal with when it comes to faults with your machine... which due to the cheap nature of the products you will get. Staff are rude incompetent and frankly the company has so much internal issues and fraud happening that they are blaming their customers. They have even deleted my post from their facebook. What have they got to hide????? J If you complaint to the CEO you will get a rude reply form the director of sale called Carole Edwards who would misspell my name and sound frustrated and rude. She will claim that I was trying to commit wrong in her words “fraud” when probably it’s one of their own internal staff replacing products without the knowledge of the customer? So below is the reply I got after emailing the ceo and stating the staff was rude and incompetent on the phone: Thank you for your email to Mr CEO which has been forwarded for my attention. I am aware of your complaint as Alison the customer services manager advised me that they had provided you with my details for your escalation. We have fully investigated your compliant and completed a full audit of your account. Firstly, all contacts are recorded included chat transcripts which on verification of your details are attached to the account. Your original Vax U91 -MA –B Serial number: V-129039-02******** was purchased on the 17th December 2012 with a 6 year warranty. You contacted us in July 2016 to report that the machine would not stand up. Under warranty we replaced your U91 –MA – B on 2nd July 2016 Order Number: 1501***** with a U85-AS-Be Serial Number: 1113708817011******. You were advised that the warranty from your original machine and any remaining warranty transferred to the U85-AS-BE. You contacted us again in May 2017 to report that the U85- AS -Be Serial Number: 111370881****** had no power. Under warranty we replaced this U85-AS-BE on the 5th June 2017 Order Number: 150***** with a U5-AS-Pe. You contacted us on 19th June 2017 chasing Order Number: 150****. This order had been returned to sender –Vax by the courier. We re-ordered a replacement machine U5-AS-PE. on the 19th June Order Number: 15021*****. You were advised that the warranty from U85- AS -Be Serial Number: 111370881*****was void and any remaining warranty transferred to the U85-AS-PE. You contacted us yesterday 22nd October 2018 to report that the U85- AS – BE -Be Serial Number: 11137088170********had a whistling sound. Firstly the whistling sound is indicative of a blockage and can be resolved by general maintenance and replacement of your filters. However, you have fraudulently claimed against a product that you reported as having no power and was replaced in good faith. On listening to your call from yesterday, I can confirm that the call was handled professionally and T was polite advising you of the escalation procedure. At no time was he rude and neither did he state that the CEO would not be interested in your complaint. Your complaint is unfounded and your comments on the type of people working here disrespectful. Our customer service team are honest and hardworking and here to provide support for genuine customers . Your Vax warranty is a discretionary gesture by us the manufacturer and our relationship is based on trust and respect. Your claim against the product U85- AS – BE is fraudulent and as such that we will not provide any further warranty for your products and as such we take the decisions to end our relationship with you. Yours sincerely Carole Wdwards Director of Customer Service”

Helpful Report

Posted 5 years ago

“THE WEB SITE PROMISED NEXT DAY FREE DELIVERY. I STAYED IN ALL DAY FROM 8am TO 6pm. NOTHING WAS DELIVERED. I CALLED THE CHAT-LINE HELP DESK ON THE WEBSITE BUT THERE WAS NO EXPLANATION FOR THE DELAY AND NO ATTEMPT TO PROGRESS THE ORDER FORWARD AT ALL. I WAS THEN INFORMED THAT THE DELIVERY WOULD TAKE UP TO 5 DAYS AGAIN WITH NO EXPLANATION ABOUT THE ONE DAY PROMISE ON THE WEBSITE BEING FALSE. THREE DAYS LATER, THERE IS STILL NO DELIVERY INFORMATION FROM VAX OR YODEL ON THE WEB SO I CANNOT TRACK THE ORDER. VAX HAVE GIVEN US AN ABSOLUTELY ZERO CUSTOMER SERVICE LEVEL”

Helpful Report

Posted 6 years ago


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 71%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.6 out of 5
Returns & Refunds
Returns Process	Could Be Better

VaxUK Reviews