Virtue Water Reviews 23

Unacceptable Lack of Customer Service and Failure to Provide Support

Dear Virtue Customer Service Team,

I am writing to express my extreme dissatisfaction with the complete lack of customer service I have experienced over the past several years. I have been a long-time user of your water filter system and have moved house twice during that time. On each occasion, I have repeatedly contacted your team requesting an engineer, and every time I have been assured that someone would return my call. This has never happened.

Most recently, I moved property and spent three weeks calling, chasing, and practically pleading for assistance. Despite this, not a single person contacted me. As a result, I was left with no choice but to leave my water filter system behind at my old property because I simply could not get any support from your end.

To be completely honest, your customer service is so consistently poor that you have inadvertently done me a favour. This experience has pushed me to seek out a replacement company, as dealing with Virtue has become unnecessarily stressful and frankly unacceptable.

Your product may be excellent, but it is rendered useless if customers cannot get a new filter installed, arrange for an engineer, or receive even the most basic customer support. You are very quick to take payment, yet impossible to reach afterwards.

I expect a response to this complaint and clarification on how you intend to address this ongoing and systemic issue.

I've been using the Virtue Water alkaline water machine for a few months now and I must say, I'm really impressed. The machine looks good, fits perfectly in my kitchen and seems to be made well. The guys came and installed it and had it up and running in pretty quick. The water it produces tastes much better than tap water —and being able to adjust the pH level makes a noticeable difference compared to regular tap water.

I had a minor question and reached out to customer service, who responded pretty quick and were really helpful. Considering the health benefits it offers along with its convenience, I believe the machine is definitely worth the investment, especially since replacement filters are reasonably priced and no buying bottled water anymore.

UPDATE 15/4/24
We took it upon ourselves to do lots of digging and managed to find an American company that sold the machine and replacement filters. So we paid extra shipping costs etc! Wasn’t easy to find either!

I have tried on several occasions to contact re replacement filters as we’ve had our machine since Aug 21. No replies, nothing. It’s as if the company doesn’t exist anymore! Appalling customer service.

Originally purchased a unit in June 2021, was invited to pay for a service to deliver the 5 year guarantee on the unit. Once paid for, I have arranged for an engineer visit on four separate occasions from July - January (this week). On each scheduled date, the engineer failed to show and I received no call back. The service manager has not called to offer an apology or explanation and each time a reschedule is offered, it's 4-6 weeks after the failed appointment. The customer service at this business is by far the worst I have ever experienced. There is absolutely no care for the customer and I'm beyond frustrated. My advice, if you've come to check this business out, is to stay well clear. Find a more reputable and established business that actually cares for their customers and delivers. The stress of dealing with this company is immeasurable.

Andy

Brilliant job arrived early. High recommend. Fitted new boiler in the time frame and left everything clean and tidy.

Thanks

Darren

Amazing machine! Absolutely love my new water ionizer, fresh alkaline water and it’s unlimited!! The whole family is so happy with it. I’ve been bottling it and bringing it to the gym every morning with me 😅 I had a few questions about the machine as I couldn’t remember all the functions and the customer service was so helpful and sent me pictures and videos via WhatsApp of all the functions. Brilliant service

Update 16 Jun 2021:

I have been contacted by Rebecca, who has provided me with the invoice and warranty card!

She has provided me with a screenshot of an email sent. However, I have only received one email, so it is strange, but she responded to me with the email and provided a new WhatsApp number to contact. All good and thanks to Rebecca

This must be an isolated incident, but I still want to keep this on record. The sales guy Andrew convinced me of this installation, went completely silent, and never replied to my WhatsApp messages.

Anyways, hopefully, I don't have to deal with sales again.

Update:

You can see a reply from the company. However, it's nothing but a sinister way to look that they care about customers. I have emailed them on that ID 100 times, being an IT professional, I know when to check the junk mail. They never sent any email. They don't even pick up the call.

I emailed them today as well, called them today, called on their WhatsApp number as well. Very conveniently, no one bothered to answer.

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I am trying to get a reply for over 3 months now but they refuse even to answer which creates the question of they are even going to honor the warranty as before taking payment they all seems very friendly and after the payment, they just bother and lying outright

I am sick and filing a complaint to get my full money back!

What a product, feel amazing after having this machine installed! More energy my acid reflux is minimal no more meds!! I’m washing my veg with it and they taste so much better! Using the beauty water as well. This machine is an al rounder. I can’t believe it even does warm water which no other machine I have had can do. The installation was so professional and they guys that they sent Were very knowledgeable and showed me how to use the machine. It’s very simple to use also. Thanks so much for giving me my energy levels back!

Virtue water is a UK based, pioneering and revolutionary company. Showcasing not only excellent customer service but business excellence intertwined.
Transforming ordinary and stale tap water into miraculous and super charged H20. Watch this space, clean water is here to stay.

We had our instal about a month ago. The virtue water system is perfect! Even the goldfish loves the water. We used to buy the big 5 litre bottles of water and they'd go nowhere. Now we are reducing plastic use and the micro plastics we are ingesting. Win win!!

We would 100% recommend virtue not just for the product, the service is 5 star too.

I first saw virtue advertised on my instagram account which left me very intrigued, i messaged their account and they were quick to respond and gave me all the info i wanted. With in a couple of weeks i had my very own virtue tap installed which i got on their instalment plan. Could not recommend their team more. Quality service from start to finish.

Delighted with my install. Brilliant team who made the whole process quick and easy. Saving me a fortune on bottled water, would highly recommend!

Great product and even better customer service from their team. Would 100% recommend to anyone. Also saving me a fortune on bottled water!

Was unsure about this at first, but glad I went for it. Drinking a lot more water now feeling much better.
The installation was effortless, couldn't recommend these guys enough.

Great service provided from the team and a must in any house now, would recommend 100%

Install was quick and simple, drinking more water and happy I’ve not got half empty bottled water about the house anymore.

Highly recommend

Highly recommended, quick and easy to install and saving £££ on bottled water. The future!

Easy and straightforward installation. Even better customer service. Couldn’t be happier with the result. Highly recommend.

Quick and easy installation, feeling more hydrated and happy already !

The install was great - friendly team and no more plastic water bottles. Happy days!