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Review of Virgin Pure's Customer Service and Water Machines

Review of Virgin Pure's Customer Service and Water Machines

40 reviews between May 16, 2023 and May 22, 2023.

Virgin Pure has received mixed reviews for their customer service, with some praising the helpfulness of staff like Dean and Candy, while others expressed frustration with issues like automatic renewal and referrals not being honored. However, many reviewers expressed satisfaction with the quality of the machines and their installation, and the helpfulness of service agents like Toffee and Cecilia when it came to resolving technical issues. Overall, Virgin Pure seems to have some areas for improvement in their customer service, but their machines are generally well-regarded by those who use them.

Virgin Pure 
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  • My machine broke and service agent…

    My machine broke and service agent booked in repair and sorted things quickly

    Sentiment
    • Positive
    Content
    • Orders and Delivery
    May 22, 2023
  • Dean the engineer was very helpful and…

    Dean the engineer was very helpful and efficient.

    Sentiment
    • Positive
    Content
    • Customer Service
    May 22, 2023
  • Very helpful and good customer service…

    Very helpful and good customer service rep .. Angel explained fully how everything would work and helped me decide which colour to go for too.im hoping this system will stop the need to buy bottled water and help in energy saving from boiling kettles ..

    Sentiment
    • Positive
    Content
    • Features and Quality
    May 22, 2023
  • Dean was great - fitted my machine

    Dean fitted my machine today - done quickly, professionally. Top guy. Thanks Dean!

    Sentiment
    • Positive
    Content
    • Customer Service
    May 22, 2023
  • Really helpful service by dean answered…

    Really helpful service by dean answered all my questions now i have fresh tasting water.

    Sentiment
    • Positive
    Content
    • Customer Service
    May 22, 2023
    • Dean is amazing lovely chap makes job…

      Dean is amazing lovely chap makes job easier

      Sentiment
      • Positive
      Content
      • Customer Service
      May 22, 2023
    • Dean came to install our water system

      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!

      Sentiment
      • Positive
      Content
      • Features and Quality
      May 22, 2023
    • Candy was extremely helpful and…

      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

      Sentiment
      • Positive
      Content
      • Customer Service
      May 21, 2023
    • My machine went blank

      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

      Sentiment
      • Positive
      Content
      • Features and Quality
      May 21, 2023
    • My experience with Virgin Pure was…

      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

      Sentiment
      • Positive
      Content
      • Customer Service
      May 21, 2023
    • had a fault with my machine

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

      Sentiment
      • Positive
      Content
      • Customer Service
      May 21, 2023
    • Bad horrible customer service machine…

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

      Sentiment
      • Negative
      Content
      • Customer Service
      May 21, 2023
    • I have spoke with miss chiqui Aquino…

      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

      Sentiment
      • Positive
      Content
      • Customer Service
      May 20, 2023
    • Very helpful helped me get my machine…

      Very helpful helped me get my machine running properly again

      Sentiment
      • Positive
      Content
      • Customer Service
      May 19, 2023
    • Fault

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

      Sentiment
      • Positive
      Content
      • Orders and Delivery
      May 19, 2023
    • Offered me a deal over the phone and…

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

      Sentiment
      • Positive
      Content
      • Pricing
      May 19, 2023
    • Machine broken, customer service is terrible

      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.

      Sentiment
      • Negative
      Content
      • Customer Service
      May 19, 2023
    • Dean

      Thank you for fixing the machine dean

      Sentiment
      • Positive
      Content
      • Customer Service
      May 19, 2023
    • Dean was very helpful.

      Dean was very helpful.Happy with the machine installation

      Sentiment
      • Positive
      Content
      • Others
      May 19, 2023
    • Dean came and fitted my mashine highly…

      Dean came and fitted my mashine highly recommended explained every thing

      Sentiment
      • Positive
      Content
      • Features and Quality
      May 19, 2023
    • Top job

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

      Sentiment
      • Positive
      Content
      • Features and Quality
      May 19, 2023
    • DO NOT SIGN UP FOR!!!

      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!!!

      Sentiment
      • Negative
      Content
      • Customer Service
      May 19, 2023
    • Customer service from Chique was…

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

      Sentiment
      • Positive
      Content
      • Orders and Delivery
      May 19, 2023
    • Assistant was more than helpful and…

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

      Sentiment
      • Positive
      Content
      • Customer Service
      May 18, 2023
    • Broken button replacement

      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.

      Sentiment
      • Positive
      Content
      • Customer Service
      May 18, 2023
    • Dean our lovely technician came to…

      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

      Sentiment
      • Positive
      Content
      • Features and Quality
      May 18, 2023
    • Well after 3 different machines and all…

      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

      Sentiment
      • Negative
      Content
      • Features and Quality
      May 18, 2023
    • Dean came and install the device today

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

      Sentiment
      • Positive
      Content
      • Customer Service
      May 18, 2023
    • Wish all Customer Services were this good…

      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

      Sentiment
      • Positive
      Content
      • Customer Service
      May 18, 2023
    • Extremely Poor Customer Service

      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

      Sentiment
      • Negative
      Content
      • Orders and Delivery
      May 18, 2023
    • No more overflowing recycling bin!

      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!

      Sentiment
      • Positive
      Content
      • Features and Quality
      May 18, 2023
    • Didn't cancel my account when…

      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.

      Sentiment
      • Negative
      Content
      • Customer Service
      May 18, 2023
    • Great or should I say excellent…

      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.

      Sentiment
      • Positive
      Content
      • Customer Service
      May 18, 2023
    • Speaking with candy made it so easy to…

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

      Sentiment
      • Positive
      Content
      • Features and Quality
      May 18, 2023
    • False advertising

      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.

      Sentiment
      • Negative
      Content
      • Customer Service
      May 17, 2023
    • Kevin L who came to fit our machine was…

      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.

      Sentiment
      • Positive
      Content
      • Customer Service
      May 17, 2023
    • Customer service is terrible

      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!!!!!!!!!!!!!!

      Sentiment
      • Negative
      Content
      • Orders and Delivery
      May 17, 2023
    • Great

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

      Sentiment
      • Positive
      Content
      • Customer Service
      May 17, 2023
    • Dean came and fixed my machine

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

      Sentiment
      • Positive
      Content
      • Customer Service
      May 17, 2023
    • One of the customer care name is toffee…

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

      Sentiment
      • Positive
      Content
      • Customer Service
      May 16, 2023

Sentiment Analysis

  • Positive(32)
    80%
  • Negative(8)
    20%
  • None(0)
    0%
60 Net Promoter
Score

Popular Topics

  • Customer Service(24)
    60%
  • Features and Quality(9)
    22%
  • Orders and Delivery(5)
    12%
  • Others(1)
    2%
  • Pricing(1)
    2%

Languages

  • English(40)
    100%

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