Virgin Pure

Overall I've had a average experience with Virgin Pure. Thought their customer service lacks and aren't able to support existing customers. Seems they're just after new business and forgot about the loyalty part.I've had flaking on the spout cover which I've called about for months now and they've failed to send me a replacement with excuses on back order issues. Unacceptable as the flaking falls into the dispensed water.

Shambolic company, installed yesterday, my machine is already broken, after a rescheduled appointment the first time where the driver was ill, and the installation has led to a flood in my flat from the poor installation after returning home today. Avoid all costs, go with someone else please

Love the new Virgin Pure II machine. What a difference!! Expertly installed by Adam our Installer. He gave us a two hour window, was on time and did a great job. I was hesitant about getting Virgin Pure seeing the other reviews on google, but from my experience I can highly recommend the overall Virgin Pure experience.

Have been a Virgin Pure customer for 2 years and absolutely love my dispenser. Recently moved and needed a reinstall that was easy to book and was given a time slot and which was conducted by the absolute LEGEND of an engineer Sash who was super friendly and came up with a solution so we didn't have to keep our dispenser on our brand new work top in the kitchen. Installation took 5 minutes and Sash wished me luck on the new move, couldn't have asked for more!

Machine flooded my kitchen. Don't take the risk.Also they make it very hard to cancel your package. I called to cancel before the renewal date, virgin pure claim they have no record of my call. It's funny that you have to call to cancel therefore you don't have any email chain or paperwork as evidence.I'm still waiting for a call back from the cancellation team, and a refund for the money you have taken from my account!

Bought into Virgin Pure during the Black Friday Sale, was told I would be given a time slot the day before... was not told my time slot was 8am to 1pm, until 7.50am on the SAME DAY. The chap turned up just before 8am, said it was impossible to fit, as there was no pipework" even though it was easy to access under the sink. Wasted 1/2 days Holiday for the install NOT to happen. This was then followed up by a call asking if I wanted to book another engineer?! Complete waste of my time... I will not bother again."

I thought that Virginpure were an ethical customer focused company and I also hoped that they had moved on in their sustainability ethics. My machine is now 8 years old. It is really worn and ? Hygienic? What they are offering me is an upgrade contract with the option to upgrade every 18 months. Clearly not wanting to assist a longer term customer.

Be warned, once they have installed the machine your on your own. Ive been a customer for over 9 years, recently my water filter machine started leaking, it took 5 weeks 4 engineers, and several phone calls and chats to get them to install a new machine, after replacing several parts first and not able to fix the leak. The call center is in the phillipiens so be prepaired for very moody American accents oh and they play the we will call you back" or the "let me transfer you to the right department" game where of course any one with experience with shoddy customer care will tell you

I recently had a disappointing experience with Virgin Pure that left me questioning both their customer service and their commitment to sustainability which now should be part of every company's strategy. Before I start I want to highlight that I'm very happy with the machine itself however selling a good product doesn't mean successful business.I purchased the new Water System 2 to replace my old one, and things went downhill from there.A few months after making the switch, I noticed that I was still being charged for the 'smart' service (not really that smart) for the old machine via direct debit, despite clearly indicating that I was no longer using it. I immediately called Virgin Pure Customer Services to address this issue. To my dismay, the representative who called me later to resolve the problem, offered me an extra filter for the old machine as a solution. Honestly this is joke I thought! This completely missed the point – I no longer using the old machine, and I should not have been charged for it in the first place! The mistake I have made was not asking for the writing confirmation from the person I spoke to months ago explaining that I don't need to continue with the DD for old machine!What's even more frustrating is that Virgin Pure claimed they can't refund the amount I had been wrongly charged for those few months as per their policy. This is a clear violation of fair billing practices. I expected more from a company that in my opinion should promote the sustainability. Instead their practices only encourage wastefulness and unnecessary expenses.The response to this issue not only left me feeling frustrated but also made me question their dedication to be environmentally conscious.Overall, my experience with Virgin Pure Water has been less than satisfactory, and I am deeply disappointed in their customer service. Not to mention that every 6 months when I supposed to get the replacement parts which I'm being charged for, I need to call them and chaise. The answer I get is that the parts meant to work perfectly fine for another 3 months so I shouldn't worry - so then again the question - why are you making people to replace the parts when there is still 30% left of life and we are wasting money here! Or is it just another lie.I hope they take this feedback to heart and make the necessary changes to ensure a better experience for their customers in the future.