written by Eeyorebee on 17/10/2020
I’m a single parent on a very tight budget and researched carefully before purchasing a VAX U85-AS-Pme Air stretch petmax at £99.99 in January 2020. I was amazed by how great it was for the price and even recommended it to friends and family two of my friends bought one off the back of my recommendation. After around 6 weeks of using it there was a burning smell when I hoovered my daughters room. I assumed it was from the brush bar as it collected lots of her very long hair. I regularly cut off the hair from around the bar and cleaned the filters etc... after a while I just turned the brushes off in her room as the smell continued. During lockdown the VAX started to smell of burning on other carpets (in my very small 2 bed bungalow) so I turned the brush bars off each time and continued to ‘half clean’ my carpets. After lockdown ended and we returned back to school/work I decided to get in contact with VAX about it. I spent several very frustrating hours trying to use the VAX ‘chat’ facility to no avail. I explained in great detail the issues then the ‘chat function’ stopped replying so I had to start several times over. I got so stressed out about it my friend said he would deal with it for me. He finally managed to get someone to agree to send me a letter about it. I received a letter telling me about VAX’s ‘easy returns policy’ so they could repair it! Oh the relief - I practically skipped for joy!!! Sadly that’s where the joy ends! It took me 10 days to find a box big enough to return their vacuum via UPS (as bags were not permitted). I taped the parts securely together and placed bubble wrap over the top of the handle before placing it in a box and taking it to my local UPS drop off point. Today I received an email to say they’re sending me back my faulty machine because the cable has ‘damage to it’ - therefore they won’t repair the brush bar fault!!! So basically the warranty is not valid unless I pay a qualified electrician to fix it (and prove it with a receipt / certificate). I must admit I sat and wept. The lady at the end of the customer service phone line confirmed that the damage to the cable means that their repairers won’t even look at it. So now I’m left with a faulty VAX that’s on its way back to me and no money to either repair the cable (by a qualified electrician) as per their request or the mental capacity to deal with the fact that I am out of pocket by £100 and have no working vacuum cleaner. I don’t know any company that treats customers in this way. Faulty machine, less than 8 months old, should equal replacement! I have the receipt. (dated 25/1/2020) I have no vacuum cleaner. I have no money to repair or replace. I’m absolutely astounded by the lack of compassion shown in this situation. Seriously - what is £100 to a multi million pound company!!! Safe to say I’ll never buy a VAX or recommend them again. Utterly exhausted by their lack of morals on this one! Shame on you VAX. UPDATE: I received a ridiculous response from VAX: Hello Thank you for your review. I am very sorry to read of your experience and that we were not able to assist you with your product on this occasion. The cable is not something that we support, however you can use a service engineer to complete the replacement of the cable. Once we have repair confirmation we can update our records and can provide you further support under the guarantee. Kind regards, So my response is this…. Thank you too for your utterly useless reply. I clearly stated that I cannot afford a service engineer / electrician. What an utterly ridiculous response that proves you cannot read or understand my complaint as well as don’t care about your customers!! The Saga continued…. After a call from a customer service manager, and after I told him the woeful tale of my VAX nightmare, we came to the agreement that VAX would send me a replacement brush-bar that I could fit myself. I did ask where my machine was at that precise moment in time… he couldn’t tell me! He asked ‘Are you not in possession of the machine currently’. Errrr NOPE!!! I then received an email on Friday to tell me that the machine was being dispatched imminently. I even received a tracking number (which didn’t actually work!) So today, on the doorstep was a very battered box. It appears I have received my unrepaired machine back via Yodel. I opened the box and to my dismay there was no evidence of careful packaging of the machine, no bubble wrap, no tape securing the handle etc… Nope it was in several pieces, simply chucked into the box and therefore it’s been broken in transit. I was careful to tape my machine together and bubble wrap it to send it. No such care was taken with the return. Now the handle mount has been broken and I can no longer use it. So after a very stressful two weeks I am now still without a working machine!!!! I wonder what the next chapter in the VAX saga will hold for me. Who is responsible for the state of the machine now? VAX? YODEL? I’m damned sure it isn’t me! I look forward to my Vax response this time!
written by XYZ098 on 15/04/2020
I fell for the advertising and ordered the Vax Blade and Vax Platinum Bundle, at considerable expense. The bundle includes the Vax Power Platinum Carpet Cleaner, Vax Blade 2 40V Cordless Vacuum Cleaner and the free gift, Vax Steam Glide Steam Cleaner. First the positives. The steam cleaner works like a dream. Ironically the gadget Vax give away for free is their best product. It cleans into corners and underneath kitchen cabinets. It leaves the floors dry and even does wooden floors without damaging them. It loses heat very quickly upon being unplugged, so expect a short wait between rooms, or plug it into a long extension before you get started. The Vax Blade 2 40V Cordless Vacuum Cleaner is fine too, although with some design flaws. It is heavy, with most of the weight up by the handle, making it unwieldy. It is quite easy to accidentally switch it off when using, as the on/off button is sensitive and close to the handle. A full charge does not last long when on full blast, but it charges back up fairly quickly. It has good sucking power and does get into those corner and behind bookcases, sofas etc. The bad: The Vax Power Platinum Carpet Cleaner is a waste of a lot of money. I tackled a beige carpet with a variety of dark stains with it. Not a single one of the stains was removed, not one. The carpet around the stains looks a little lighter, but that is it. I pre-treated the stains, left the carpet cleaner rumbling over them for an extended period of time, Nada; I still have a stained carpet. Add to that the cleaner intermittently deposits grey, soggy, unsavoury carpet fluff back onto the carpet, which has to be picked up by hand. I contacted Vax, who were unfailingly prompt and courteous in their responses, but who would not help as the return period was long past. I was foolish enough not to use the carpet cleaner for months after purchase, assuming it would work when I did, so there was no need to test it. Who wants to clean their carpets in October after all? Vax offered to send some complimentary cleaning fluid, but as I had also ordered extra within my original order, spending an additional £33 on it, I felt this was a hollow gesture, demonstrating a lack of awareness as to the content of my original order. I have always hired a Rug Doctor in the past and naively thought all carpet cleaners were as efficient. I have since worked out that I could hire the Rug Doctor 10 times for the price of this allegedly 'Platinum' Vax cleaner. In the Vax advert the water poured out of the Platinum carpet cleaner after the carpets have been cleaned is black, to demonstrate just how much dirt this amazing cleaner will remove from your carpets. The water I poured out after cleaning my carpets with the Vax was barely dirty at all. Whereas the water I pour out after using a Rug Doctor is as black as that depicted by Vax in their advertisement. You do the math. I work in customer service myself so am not one for unfair or wanton reviews. I gave the machine a chance to clean my carpets and Vax a chance to offer more than a bottle of cleaner as compensation. They chose not to. I will be donating my Platinum carpet cleaner to the Tip and sticking with the Rug Doctor from now on.
written by Serenababy on 14/09/2017
My vax Hoover stopped working after 2 years. I had registered guarantee online but was told unless I had receipt it was no good. I pointed out they had date and place of purchase and price on guarantee I filled in and I had the certificate but they still weren't interested in helping. After arguing back and forth got a phone call saying it was validated and they would send a replacement. Guarantee just transfers over. It was worth persevering.
written by TJM_Kent on 23/12/2016
My machine broke down after a few years and I had to contact customer service on two issues. In both cases the person I spoke to could not have been more helpful and their support is 5Star - I highly recommend this supplier. Their products have a long guarantee and they keep to it with no quibbles. I may be converted for life to VAX.
written by Evan238 on 29/06/2016
I bought a Vax steam cleaner and carpet cleaner in April, before I moved to Southern Ireland as I wanted to have quality products without worrying about repairs - What a mistake... The steam cleaner stopped working for no apparent reason after a month and the handle broke on the carpet cleaner the first time I used it. I contacted Vax and got a short email saying that they don't cover products in the republic of Ireland, and that was all I got from them, despite me trying to get some further response from them. Appalling customer service to add to faulty products. I have since bought a cheaper steam cleaner on-line and have had no problems at all with it. Don't waste your money on these products, they really are not worth it.
written by 1978Beck on 24/01/2016
My vax carpet cleaner developed a fault after 18 months. I contacted customer service and explained what was wrong They told me to try a couple of things but it still didn't work. They then told me that a brand new machine would be delivered. I just had to wrap my faulty machine up and they arranged to pick it up. My new machine was delivered shortly after that. Great customer service. I will now purchase a vax vacuum cleaner and recommend vax to my friends.
written by Charlese411 on 12/11/2015
I have a Vax steerable Air 3 upright vacuum cleaner which was almost a year old and the brush bar stopped working one day so I contacted Vax as I have a 6 year warranty on the Hoover they told me they will replace the Hoover head for me but it's not in stock at the moment and I will be notified when it is back in stock they said around 5-7 days so I was fine with this then a week later I receive a email saying as the part I need still isn't available they will be sending me a brand new vacuum cleaner free of charge. I was very pleased they didn't leave me with out a vacuum cleaner as I have a toddler and need to clean every day. I am very pleased with the customer service they are very easy to talk to and easy to sort my problems out
written by vqLancaster1960 on 07/07/2015
Have had a great upright so decided to buy canister for stairs. First the power head fell apart. Then the wheel seized up. Shamei it's a piece of rubbish.
written by Gunners176 on 22/04/2015
Half price with 6 year guarantee.Bargain we thought. Guaranteed to what though?? Break? We bought the C84-AW-PFe model, pet super hooverupper. It broke within 2 months of purchase from our local Currys store. They asked for £3.99 to send a new one. We refused after just spending the money to buy it just 2 months ago. They waived the fee and we have to print something out and send it back recorded delivery. Why do I have a bad feeling about this
written by on 16/01/2015
I bought this hoover four months ago. The design means using any of the attachments is very difficult. The hose comes out easily so you end up holding the hoover in the air if you want to vaccuum anything above floor height. Washing the filters etc. every few weeks is a pain and is very dirty. At 4 months hoover lost suction and they think a valve is stuck. Suction performance is OK. I have a sebo that is years old - much better. I would not recommend this product to anyone.
written by MAHod on 21/11/2014
I ordered and paid for a pressure washer on line. It never arrived. I chased it up and received a case number. I then received a standard letter advising of delays due to orders placed in their sale, but a promise that goods would be dispatched by 17th of the month and that tracking details would be issued. Attempts to contact them by Email result in issue of further automated case numbers but no replies.. On 20th the standard email reply still advises of dispatch by 17th (three days ago!). I tried telephoning and waited in a queue for 52 minutes. I phoned their main switchboard and was cut off. I tried another number and spoke to a real person. She put me on hold for 11 minutes before advising that she was unable to tell me when I would receive my order. A Manager was going to phone me back in three minutes, Thirty minutes later I received a call from their Contact Centre Team Manager. He advised that a considerable number of unprocessed orders relating to internet sales had been discovered in their warehouse and that their claim to have dispatched outstanding and overdue orders on 17 November was untrue. i.e. They were lying to their customers. They are still claiming (in writing) to have dispatched outstanding orders on 17 November. VAX DO NOT KNOW WHAT SERVICE IS.
written by Samarae113 on 20/11/2014
I am writing this as I still sit waiting for someone to answer the customer service telephone number for help and support what an absolute joke......43 mins so far 45 mins previously before I hung up and 33 mins before someone cut me off........do not buy Vax my vacuum foot has broken the suction is minimal and to top the lot Vax themselves seem not either not care a less or won't pay to have sufficient staff to answer their support center telephones .....I will never buy Vax again!!!!!!!
written by horustheswift on 18/11/2014
I purchased.. or thought i had purchased a vax in their last sale. Money taken.. 3-5 days delivery.. the tools were delivered but no vax. Phoned to be told it would arrive by the end of the week. No..phoned to be told no tracking order for the vax so not sure if it had been despatched. The customer service lady would check and get back to me and reorder if necessary. A week later. . No contact after being told all orders would be dispatched by Monday 17th. Phoned again.. no tracking or dispatch number so not sure if it has been ordered. Great 3 weeks without a vax ..paid for and still no sign of it. It would help if communication was made as promised. Very unhappy
written by sean5302 on 15/09/2014
We bought a new Vax carpet washer 4 weeks ago. Model W87-DV-B, costing £350 direct from Vax at Droitwich. It failed on first use. It stopped depositing liquid, then there was a burning smell and smoke. My wife turned it off and watched the plastic casing over the motor smouldering and melting. I have wasted hours trying to phone Vax. The customer service line just plays music at you and tells you it really wants your call. I tried the BT phonebook. Every Vax number just goes straight to answer phone. I emailed and just get auto responses saying they're under pressure to respond. I've now issued a County Court claim online. Let's see how they deal with that. Never, ever buy anything from this company
written by MaximilianWoodard374 on 24/06/2014
We bought our Vax 25.5.2014 at Curry's the floor display was good,it's light and good suction.but it's terrible if like me you have arthritis and no grip in your hands,on a kitchen or bathroom surface it's ok,but on a carpeted room it's bad,i have to use both hands to use it.vacuuming the stairs is very difficult,holding the vax in one hand and trying to use the hose in the other is very difficult and tirering,the power cord is too short,you have to replug for every room.it's very good if you are a fit person.it would have been good if it was on a try before you buy basis even pay full price but able to get a refund if it's not suitable as it was in my case,it's back to the dyson,sorry..currys will only accept it back if the packageing is unopened??not possible is it.
written by covkid40 on 06/06/2014
after receiving a damaged machine from amazon vax have been so good they are replacing the damaged one with a new one their service has been first class 5* even though they didn't suppy the first one am awaiting delivery of new machine advice to all customers buy direct from vax
written by rangeways on 13/05/2014
I must say that the customer service I received when my carpet washer developed a fault was second to none. Polite and helpful when I rang Vax. My carpet washer was 5 years old and a brand new replacement was sent within a few days. What a change to have such brilliant service when an appliance breaks down. Other companies should take note !!!!
written by Totallyshocked on 30/04/2014
I felt compelled to write a review after my recent dealings with Vax. This company gives the best customer service I have ever received. Other companies could learn so much from a company like Vax who obviously pride themselves on customer service. I had an upright vacuum which had developed a small fault, I called Vax and spoke to a really helpful guy. Found out I had one month left of my 6 year guarantee. A small form to fill in and had to send proof of guarantee and within a matter of days I had a brand new upgraded (previous discontinued) model. I hade a slight problem with the brush bar on the new model, rang and spoke to a lovely lady and again within days, they had sent me out a replacement part. I didn't open the box for a few days and when I did, noticed that although it would fit my vacuum, it wasn't the exact model as the colour was different. I rang Vax again and spoke to another lovely, helpful lady who said this part would fit my model but keep It as a spare and the exact part for my model would be sent. This was received in a couple of days. Never have I received such outstanding customer service, nor come across a company that are true to their word with their guarantee. Truly wonderful and is a shame more companies do not treat their customers like this. I have told so many people my story of my dealings with Vax and I will most definitely be purchasing future products from them. Well done Vax.
written by 435Frost on 29/04/2014
I HAD A PROBLEM WITH MY VACUUM CLEANER(THE HANDLE HAD SNAPPED OFF).I CONTACTED CUSTOMER SERVICES AND SPOKE TO A VERY PLEASANT YOUNG MAN WHO SAID HE WOULD SEND ME A NEW HANDLE WHICH ARRIVED 3 DAYS LATER.A WEEK LATER THE MOTOR STOPPED WORKING AND AGAIN I CONTACTED CUSTOMER SERVICES AND THIS TIME I SPOKE TO A YOUNG LADY( AGAIN VERY PLEASANT).I EXPLAINED THE PROBLEM AND AFTER I ANSWERED A FEW QUESTIONS WAS TOLD I WOULD RECEIVE A NEW CLEANER AS IT WAS STILL UNDER GUARANTEE.TO SAY I WAS SHOCKED WAS AN UNDERSTATEMENT AS I DONT BELIEVE MANY COMPANIES TREAT CUSTOMERS SO WELL.YOU HAVE NOW GOT ME AS A VAX CUSTOMER FOR LIFE AND WONT HESITATE TO RECOMMEND VAX PRODUCTS TO ANYONE.P.S THE NEW VAX ARRIVED THREE DAYS LATER, I CANT THANK YOU ENOUGH.
written by DouglasRollins on 04/03/2014
In December 2011 i purchased a Vax Vacumn cleaner model U91-Ma-B which came with a 6 year guarantee. Unfortunately a problem developed with the motor so i called Vax customer services to make a claim. The whole claim procedure was very straight forward. I expected a new motor for my vac but i was very surprised to receive a brand new vacumn cleaner with additional attachments which usually need purchasing separately(stair brush attachment). Well done Vax your guarantees really are worth the paper they are written on and i will certainly by vax products again due to this happy experience.
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As rated by our community of reviewers
Weetree's Response to MAHod's Review
Written on: 25/01/2015
I too ordered and paid online for a vax grime master and it never arrived. I was told my order had failed and they couldnt understand it .Did i want to reorder it ? no i didnt as it was a present and it was too late now so i cancelled order.Was told my money would be in my bank in two days,its now been 3wks and they had the cheek to send me out a form for to return the vax and i would get a refund??? I didnt receive anything so how can i return it to get my refund,Once again i have contacted vax and i am waiting on their reply.Angry is an understatement.wont be buying again.