Vorwerk UK Ltd - Ascot

Mario F.

I am quite disappointed with Vorwerk’s lack of support for older products, despite their reputation for producing high-quality and long-lasting appliances. My VK121 vacuum cleaner, which has served me flawlessly for over 10 years, recently developed a minor issue with the power cord and switch. When I reached out for assistance, the only solution offered was to purchase a new vacuum cleaner for over £1,000.

This approach feels not only wasteful but also contradictory to the idea of sustainability and customer care. It’s frustrating that the business structure seems more focused on pushing customers to buy new products rather than supporting repairs, even for a product that otherwise works perfectly.

Interestingly, I found a repair center in Italy where I was able to purchase the original replacement part for just €5 (£4.5). With that simple part, I repaired the vacuum cleaner myself, and it is now functioning as good as new. This raises a question: if these parts are available in other countries, why is Vorwerk not offering the same support in the UK?

It’s disappointing that such a reputable company does not embrace repairability and sustainability as part of its values. Forcing customers to discard perfectly good appliances in favor of new ones not only lacks eco-consciousness but also alienates loyal customers who have trusted the quality of your products for decades.

I hope Vorwerk reconsiders its approach to supporting older products in the future. Sustainability and customer care should not be optional.

Alina C.

I'm very very disappointed with my experience with Vorwerk UK! I bought a Thermomix TM6 on November 21.2023 and after 5 uses it broke! Very difficult was the process of sending to service. After I sent it in for service (on 25 January) they told me it will take 7 working days and I will get it back, 15 days have passed (today 14.02.2024) and I have not heard from the service team even though they say they will email me with every change. I didn't receive any email! Today I called them and they told me that the service has been extended to 20 working days. I am very disappointed and will not recommend anyone to buy a Thermomix.

Wendy T.

Had an amazing time here, learnt so much & got some beautiful premium quality accessories. My query was handled same day and replacement part arrived the next day. Thanks!

yuana F.

I have bought my TM6 from lovely adviser that showed me all the features on Thermomix and what I am getting and how much I can save by investing in my family health and its solving all my problems with food choices, cookidoo is fantastic tool to make life easier, meals healthier and teaching my children to cook real food and spend more time together doing it 💚 love the product and amazing Custumer service, highly recommend to find your local adviser and have a cooking experience to see the magic for your self

Michael B.

So trying to buy an overpriced ? Thermomix what a load of rubbish the order system is. We need to have contact with a sales demo person we dont need this because we have used in France before and bought one for our son without all the fuss of another person. Contact form completed heard nothing yet and happy cos wanted machine by christmas anyone know good alternative

Sarah J.

I have never come across such poor customer service. They have had our appliance for 6 weeks, charged us £99 to send it to them and will not return it to us. Delay after delay, excuse after excuse and never once have they phoned us or followed through - we always have to phone them. They incessantly try to sell us a new one instead of allowing us to pay for the repairs they quoted for saying they do not know when the new parts will be in from Germany as they do not stock them and have no records of what and when stock gets delivered to them. Really So disappointed and it has cost us £99 for nothing. No choice now but to report to Trading Standards so this does not keep happening to people; as judging from other reviews it is clearly an issue that needs addressing.

Gail B.

My mop head stopped working and they collected it for repair. Returned to me with a broken handle due to it being dropped. Sent it back again to be fixed. Returned again but mop head still didn’t work. Promised a new mop head to be delivered last Wednesday. Didn’t arrive. Promised again for Friday. Didn’t arrive!! Can’t get through to head office- no one answers. Service is shocking and frustrating. Haven’t been able to use my machine for 3 weeks now.

malcolm C.

Extremely poor customer service. I have 2 of their vaccum cleaners
and need replacement refill filter bags. I have trying since Lockdown
to make contact, phones are never answered . When I emailed I got a reply to keep trying the phones !. I have and I have emailed again as well still no answer.
Great product but useless without filter bags . Maybe try DYSON they don't need filter bags