Review of Virgin Pure's Customer Service and Water Machines

Dean is amazing lovely chap makes job easier

Dean came to install our water system, he was very informative and friendly, when he installed it he showed me exactly how to use it and what to do if there are any problems. Thank you!

Candy was extremely helpful and patient. She has called me back countless times on my request. As a manager myself, she is a credit to your team. Thankyou for sorting everything out for me.Much appreciatedJenna Mcadam

My machine went blank, then just a blue flashing cup sign. Went on to live chat and Cecilia saw me thro the flush/clean process. (Just dispensed 2L twice), now all ok again. Great speedy service, thank you

My experience with Virgin Pure was good. I tried to place an order last night but encountered a problem with my delivery and billing addresses. However, Candy called me in the afternoon and resolved my issue very smoothly.Thank you virgin pureThank you Candy

had a fault with my machine, could not do enough to help and was repaired in days. thank you all highly recommend

Bad horrible customer service machine not work hot water and cold water is full of limescale with new filter

I have spoke with miss chiqui Aquino she is very very good and kind she help me very good and she is very friendly thank you very much miss chiquin you are the best have a good day

Very helpful helped me get my machine running properly again

Can’t fault them so far had a dodgy filter so reported it yesterday and Dean popped around today and changed it.

Offered me a deal over the phone and she was very nice and polite.

Our Virgin Pure machine has been broken for six weeks. I have contacted VirginPure on so many occasions and keep being told someone will get back to me but no-one does. I submitted a complaint four days ago which has not been replied to. Incredibly poor service Virgin Pure, very disappointed and will be looking for an alternative supplier.

Thank you for fixing the machine dean

Dean was very helpful.Happy with the machine installation

Dean came and fitted my mashine highly recommended explained every thing

Dean fitted my machine today very quick professional and informative top job

DO NOT SIGN UP FOR!!!If you have any issues with them at all you are on your own.I've cancelled my order three weeks ago, when the DPD delivery arrived I refused it, they sent the machine back, but I still haven't received my money back. I've been calling customer service three times a week for three weeks to give me an update, NOBODY gave me one. The will not call DPD to check the status, they will not check anything at all. They will put you on hold for a minute, go make a cup of tea, come back and tell you they waiting on their "dispatch" team for for an update. EVERY F**** TIME!.DO NOT ENGAGE WITH VIRGIN PURE! It's just a big scam!!!

Customer service from Chique was outstanding so friendly and helpfulSigned up with no issues and very smooth service

Assistant was more than helpful and happy with the service so far

I had broken a button on my water filter, I had an online chat with toffee who arranged a replacement to be sent within just a few minutes. If this does arrive then this is a fantastic company response.

Dean our lovely technician came to install our virgin pure. He was polite, helpful, and nothing was a problem answered any questions I had and nice to talk to. Thanks Dean

Well after 3 different machines and all having problems where do I start The first installation was great machine kept over heating came out to fix and fitted all reconditioned parts!!! Few problems with leaking machine,faulty drinks tray,hot water was freezing due to a fault with fan Second machine was an upgrade to newer model which I thought this has good reviews Machine was a lot louder water flow was a lot slower and just took too long to boil 3rd machine back to original machine day it was fitted I thought perfect this has to be better engineer fitted the brand new machine asked did I know how to use it etc about an hour later I thought I will make a coffee to discover child lock on machine!! Booklet to hand nothing on machine to get lock off rang customer services which talked me through and said I didn’t have the child lock on the screen there was a fault with a NEW machine in the end I gave up boiled a pan of water ordered a new kettle machine has gone today all I can say is be prepared for faults it’s costly with what your paying each month for the service and the machine I have no regrets I will be saving money back to a water filter machine with reusable bottles and teapot and cafetière for coffee Have to say customer service has been extremely poor and so long winded on every call Until I had the pleasure of speaking with sacha who was amazing BEST person I spoke to offered a great little deal to try and see how I feel sticking with new machine but due to problems my mind was made up

Dean came and install the device today. Absolutely lovely person and has done the job really quickly and professionally. Much recommended!!!

I have spoken to Toffee (I think) twice now, and I have experienced nothing other than pure professionalism and a want to actually solve my issue, which incidentally both times they did exactly that! Thank you

I have waited 4 weeks to resolve an issue with my water machine not working. Even my complaint being picked up by the Escalation Team hasn't worked. I have been trying to call them for 3 days, left numerous messages and no one has bothered to call me back. Extremely poor service

We are so delighted to have this machine installed in our house as we use too much bottles that made us feel embarrassed with the mother nature.Dean, the engineer was so professional, polite and friendly. He explained everything to us and he made sure that the machine is set up properly and is working perfectly.Thank you so much, Dean. They need more people like you in their team!

Didn't cancel my account when requested, auto-renewed me for 1 year without my permission and now have sent my account to a debt collection agency! Poor customer service and have even hung up the phone on my and closed my complaint, despite me being very polite on the phone.

Great or should I say excellent customer service, very knowledgeable customer service agent, explained all the options and gave me time to think through and went above and beyond by staying on hold while I pick up another call.

Speaking with candy made it so easy to purchase the pure machine

I’ve been waiting for my referral Amazon vouchers for 6 months , numerous emails sent with false promised reply’s.False advertising and pathetic customer service.

Kevin L who came to fit our machine was superb, and went above and beyond to make sure everything was in order! Pity about the wider customer service team though, who haven't been much help at all to this point.

Unfortunately I haven’t experienced what the machine is like, but dealing with the customer service and management team I am sick to death of to be honest. I bought the machine at the beginning of march and unfortunately we are unable to have it installed due to living in a rented property. When the customer service team called me to schedule an engineers appointment I explained at that point my situation that we couldn’t have any damage done to our worktop as they are wooden and that I would like to arrange a return. The lady I spoke to explained that the engineer would likely be able to find another way of installing it that wouldn’t cause damage to our kitchen, but to our disappointment when the engineer turned up (didn’t even make it through the door) it was a quick no that we wouldn’t be able to install it without drilling through the worktop. I have since been trying to arrange a return and a refund for 2 months. I called in march to arrange a return again, and the lady I spoke to said that DPD would get in contact with me to arrange collection and I would get my refund once it was checked over in the warehouse, I left it two weeks and I hadn’t heard anything. I called again, explained my frustrations and asked to get it rectified so I could get a refund because I’ve had 2 payments taken out of my account now with another one approaching, the lady I spoke to said to she passed it over to the escalations team and arranged for DPD to collect the machine. I had arranged for the machine to be collected last Friday and DPD didn’t turn up and I’ve had yet another payment taken out of my account when I haven’t even opened the box! I phoned yesterday AGAIN spent 20 minutes on the phone which was silence for the majority of the call, I had to explain my situation AGAIN and now I’m getting really cheesed off. I asked what was taking so long because I was finishing my lunch break and she said she was getting in touch with the delivery team and she had escalated it to the management team AGAIN and someone would call me back today to arrange collection. Have they called me back? No of course they haven’t. I am sick of calling customer services and explaining my situation time and time again. Do NOT use this company avoid at all costs!!!!!!!!!!!!!!

Great, Customer Service chiqui went the extra mile for me ever so grateful Thanks for wonderful service.

Dean came and fixed my machine, he was so polite.

One of the customer care name is toffee is perfect help me through out my problem and very fast and very well services