Vuse UK & Ireland Omdömen 1 145

Mein Paket war tagelang im DHL‑Tracking verschwunden, Vuse hat weder proaktiv informiert noch eine Ersatzlieferung angeboten, sondern mich auf ein unnötiges “GKS‑Formular” verwiesen. Dabei sind sie gesetzlich verpflichtet, Lieferverzug selbst nachzuverfolgen und Kunden sofort eine Lösung anzubieten. Absolut enttäuschend und inakzeptabel – so geht Kundenservice nicht.

I'd firstly like to send out a big thank you to Esma, who helped me and kept me in the loop with my second order from Vuse. The help was greatly appreciated.

I'm really pleased with the quality of my Vuse device and pods. They taste exceptional and there are a multitude of flavours to choose from.

Vuse offer an amazing subscription service that really does lower the cost and offer value for money. The subscription is completely flexible, pause, cancel, delay, anytime you need with no penalty.

All in all, highly rated company with quality products.

I have a monthly subscription witch works out value for money instead of buying separately from the store and if they build up I can pause it at anytime. When I had a small issue the customer service was very good.

* 15/07 Conformed by email they will abide by T7C
** 16/07 DHL confirm parcel damage and refer to sender - no response :-(
***17/07 Called CS and advised of the above - have to send my email regarding damage as they cant see this info - have done so with a request they just speak to DHL, recall damaged parcel and issue new one today.

Placed an order with Vuse on Friday 11th July, expecting next-day delivery (Monday) as advertised. The dispatch confirmation was issued the same day. However, the DHL tracking update on Monday 14th July reported a delay, and by Tuesday 15th July, there were no further updates.
****17/07 Called me and arrange replacement for next day which arrived 18/07 - very apologetic and the operative was very helpful.
Added one star but companies really need to understand that they are responsible for delivery and still own the item until its handed over. Complaints should be handled with a sense and not a one sze fits all approach - this is poor training or poor customer service practice that should no longer exist in these times.
When I contacted customer service, I was told that Vuse could not chase the delivery until five working days after the last tracking update — contradicting their own Terms & Conditions, which clearly state that if an item hasn't arrived within five working days of dispatch, a free reshipment will be arranged. According to this, resolution should have occurred by Friday 18th July, not Tuesday 22nd.

Their offered goodwill gesture — two free packets of pods — excluded the product I had actually ordered (the Ultra), and did nothing to address the central issue: non-delivery.

I also highlighted clause 1.4 of their Term of Sale which confirms that the conditions present at time of ordering apply.
We may amend these Terms from time to time. Please review them regularly to ensure you understand the terms that apply each time you use the Website. These Terms were most recently updated on 4th March 2021.
Nevertheless, they continued referencing irrelevant post-dispatch terms that do not supersede the published policies.

Customer support thanked me for "bringing this to their attention" but ultimately refused to confirm if they would abide by their own contract — and instead deferred the matter to another team without a timeline for resolution and no non delivery chasing until Tuesday 22nd July.

This was not a minor misunderstanding — it was a clear instance of customer service ignoring their contractual obligations. All I asked was for the company to adhere to its own published terms. That shouldn’t be difficult.

Batteries do not charge . I am absolutely shocked at the quality of the devices. Over the past 2 months, I have noticed the Vuse GO devices are not charging at all. I am left with pods that I still have not used, not I end up buying more devices just to use each pod I have. I have counted my devices, and I am now on my 12th device which is disgusting. I contacted Vuse, only to be told, if I keep the receipt, the warranty is valid. I do not ask for a receipt for a £5 vape. I just went to Tesco and had to purchase another device. The battery lasted all but 2 minutes and will not charge no matter what I do. This is terrible and I feel it's a sales ploy in the same way that Apple makes the batteries on its older models slower, once a new mobile phone model is released. I am so angry at the money I have wasted on these awful devices. Stay well away from VUSE. This seems to have started when they released their new ULTRA model. Funny that isn't it.

A regular user and love my favourite are Blackcurrant ice and Blueberry ice really helped me to cut down and quit cigs . Any issue always get resolved by the vuse staff . Thankyou again

Simply excellent, very helpful.

I have been ordering with Vuse for a year now with no problems. However today I had a small issue with my delivery - I contacted customer services and it was sorted very quickly and was hassle free.

There is usually no issues at all. But when they appear it's pretty easy to contact someone from customer service and the problem is solved very quickly. I'm very satisfied customer ☺️

Very helpful conversation with Karen who understood my disappointment of not being delivered my order due to a mistake by Evri. They are sending me immediately again my order with a complimentary extra box of Pods. Excellent service given by Karen B/Vuse

Orders always delivered on time with correct flavours and quantities. When there is an occasional issue with a faulty pod or device them customer service team always provide prompt a positive solution.

Awful service. Ordered last Wednesday on a 2 day delivery, still not here by Saturday, sent an email and we are here on Tuesday and no response. Do not use if you want a reliable smoking aid.

Absolut unterirdischer Shop ohne Service. Keine Lieferung seit 10 Tagen, kein Geld zurück, als Antwort auf Anfrage nur Textbaustein, dass alles automatisch liefe, keine Zeitangaben. Absolut unprofessionell! Nie wieder Vuse-Shop!

I placed many orders without any issues, my latest order was damaged and royal mail left an apology letter. I contacted vuse and within 24hours they replaced a whole order and sent it again.

The vuse products are very good quality and I have used them for along time . I had an issue with a pod and contacted customer services who dealt with issue very swiftly and went beyond what I had expected. With this said I wouldn't hesitate in recommending them . I also have only previously bought my products from the high street , but after being directed to their website by customer services i have become aware of the savings that can be made by ordering directly from them .

Great product and Great customer service. Very impressed

My order was lost in transit thank you for your speedy response and sending me replacement I am very happy

Super happy with resolving an issue I had with faulty pods. Answered and resolved problem less within 24 hours.

The customer care is second to none from vuse, I have just joined and ordered the wrong strength pods by mistake oops!. I emailed vuse to see if they could change my order but it was already processed, but out of kindness they offered to send me FREE pods of the ones I wanted in the first place!
They emailed me back the next morning to do this!
Thankyou soooo much vuse UK & Ireland
Class company 💯👌

Habe dem Unternehmen eine zweite Chance gegeben. Versandzeit wird leider nicht eingehalten, obwohl alle Artikel mit 1-2 Tagen angeboten werden. Bei dem unterirdischen Service traue ich mich nicht, nachzufragen. Bringt ja eh nix.
Wenn morgen nichts passieren sollte, melde ich das an PayPal.

Habe dann doch mal nachgefragt. Es keiner sagen, wann versendet wird. Unklar ist, ob es um Tage, Wochen oder Monate geht. Nicht wirklich seriös!!