dupray.co.uk Reviews 31

Extremely poor customer service. Original unit purchased was faulty. I sent it back and Dupray said they would provide a replacement. That was on 29th March. It is now 18th May and I still do not have a new unit.
I requested a refund which they refused to do.
Out of pocket and nothing to show for it except a string of emails that are left unresponded too. Very poor service

Steamer kept tripping the house fuse, so I emailed Dupray who immediately replied and emailed a returns label once I sent them the original order number. I returned steamer for free and they sent out a new one on receipt of my old one. Cannot ask for better service than that. Steamer was 3 days under 1 year old.

Great product… until something breaks. Then you’re completely on your own.

I’ve been a loyal Dupray user for years and truly loved their steamers. My first unit worked well for about three years, and when the hose finally detached, I reached out to customer support simply asking how to repair it. I wasn’t looking for warranty coverage or anything free. Just guidance.

What I discovered was shocking:
Dupray offers no real customer service, no repair options, and no after-sales support in most regions of the world.
Not even basic instructions on how to fix their own product.

Their only response was to “contact the seller” (Amazon UK), even though Amazon is only a third-party distributor because Dupray doesn’t ship to the UAE. This is not support. It’s deflection.

I looked through other reviews and realized this is a pattern. Customers worldwide, even in the UK and US, say the same thing: the product is great until something goes wrong, and then the brand disappears. Some reviewers even offered to pay to ship their units back for repair, and Dupray still didn’t help.

To make things worse, I recently bought the new Dupray Neat edition (thinking maybe mine is outdated now.). Mine stopped working after barely a month of light use. Thankfully, Amazon refunded me, even though it had been around three months since the purchase. Amazon did what Dupray should have done: stand behind a customer.

I used to recommend Dupray everywhere on my platforms because the machine itself performs well. But after this experience, I’ll be just as vocal about the lack of support. A product is only as trustworthy as the company behind it, and unfortunately, Dupray has made it clear that once they have your money, you’re on your own.

If you’re considering buying from them, think twice. The machine may work well, but if it breaks, there is no help coming.

I have experience working with industrial steam cleaners, so I know what to expect from a household device. Still, this product falls far short of both the advertised promises and my previous experience. It doesn’t dissolve grease. It doesn’t clean old stains or built-up grime. From a distance of 20 cm, you can feel only mild warmth – not enough to clean anything effectively.

I was able to clean surfaces easily using just Fairy, while the Dupray steam cleaner did absolutely nothing. It’s ineffective, disappointing, and clearly overhyped. I honestly don’t understand how it received so many positive reviews on Amazon – maybe from people who are happy just seeing white steam or using it to clean dust off hardwood floors, or perhaps impressed by the nice packaging. But for anyone looking for a reliable cleaning tool, Dupray is a poor choice.

I tried cleaning the gas stove knob, countertop, and the grout between ceramic tiles – no results at all. The steam is too cold. I wiped everything easily with some Fairy, but the steam cleaner is completely worthless. It doesn’t dissolve grease or remove stains.

Absolutely appalling service from Dupray UK. I CANNOT recommend this company to anyone.

I placed an order for a Neat Plus Steamer, and what should have been a straightforward purchase has turned into a complete nightmare. After UPS collected my parcel, it has now been sitting at their facility for 5 days with zero movement. The promised delivery date was missed 5 days ago, and there have been no updates since.

I've called UPS multiple times trying to resolve this. They've launched an "investigation" that will apparently take 10 business days, but they won't even update me because I'm not the sender. Essentially, I'm completely in the dark about my own purchase.

Here's where it gets truly unacceptable. I've emailed Dupray and rang them 4-5 times today alone. Not a single response to my email, and not one of my calls has been answered. I understand they operate on EST time, but I've spent approximately 2 hours today trying to reach them with absolutely no success.

I specifically needed this steamer for cleaning before guests arrive from abroad. I chose Dupray over Kärcher, thinking I'd give them a chance. What a mistake that was. Now I'm left without the product I need and with no way to contact the company I purchased from.

If I don't hear from Dupray within the next 72 hours, I'll have no choice but to pursue a chargeback or make a Section 75 claim for non-delivery of goods.

While I can understand that delivery issues happen, completely absent/non-existent customer service is utterly unacceptable. Save yourself the hassle and go elsewhere - I deeply regret not just buying the Kärcher instead.

Avoid Dupray UK at all costs!

Steamer works great and has a good range of accessories. Personally I've used it to clean mattresses, carpets, kitchen and also it's done really well to steam stubborn wallpaper.

Once I was able to figure out how to refill the tank shortly after it's been used and run out it's sped up things.

One of the extension tubes kind of fell out but I contacted the team who offered to replace this.

Had never tried steam cleaning dupray was my first one it is great especially for cleaning bathrooms.
The only little isue i had was fixed very quickly thanks to maria at customer service.

Further update: After much negotiation, I have accepted a full refund, and many details have been agreed upon. Dupray has accepted many points, I also get to keep the new Neat steamer.

Ive been happy enough with my Neat steamer cleaner, which is essentially a large kettle with a hose attached. However, after less than 2 years infrequent use the Neat steamer cleaner tripped the household fusebox on Christmas Eve and every time it was switched on. Eventually, after repeated emails I managed to get a returns label to send the faulty machine back. I asked for the delivery charge to be wavered due to the shambolic customer service,which they did. I then had to further wait for my new machine as they were experiencing 'warehouse shortages'. It's just arrived, I dont expect to get more than 2 yrs use from it and I wouldn't use this company again.

Ordered the machine and after 10 days of waiting it never showed up so cancelled the order.

Disappointed, the list of what this machine can achieve is exaggerated. Stated that any microfibre cloth can be folded and used on floor head, but these constantly come loose with the forward backward motion of floor cleaning. You do get 2 floor pads but who wants to keep buying these. It did not remove any of the burnt on food in oven. Grouting did not clean. Stainless steel hob came up well but ceramic burner covers still stained. A better result with the upholstery tool and cloth it did lessen some grubby marks on sofa arms. Conclusion a waste of money. The setting up waiting to heat up would have been no problem if the results were as marvellous as claimed. I wish I could return it as it’s achieved less results than a cloth and cleaner.
I have wasted my money.

one plus steamer failed to work straight out of the box. couldn't use it before the warranty period ran out due to personal circumstances. No repair service or acceptance of fault as "out of warranty". Find their attitude so bad. I will NEVER buy from them again

Good machine- when it works!
Had my machine for a while. Used once for a hour at the beginning lost at the back of the under stairs cupboard. Got out a good year or more later when moving things around and it worked but the hose wouldn’t- spend £80 to replace the hose. Two hours of use with new hose I go to use it again the following day the machine makes a horrendous noise. And vibrating badly. No steam comes out of hose.
Contact Dupray for help. They say try and descale it. Which I’ve done multiple times but still nothing but a horrendous noise and vibration and no steam. They say either the pump or something else is gone. After no more than three hours use the machine is now just a huge paperweight. And I’d just spent £40 on accessories and extra attachments and cloths the week before ready to do an end of tenancy clean after we left the flat we were renting.
Considering the money it cost. I will NEVER buy Dupray again. You would think it would last more than three hours of use!!

After 16 months, my Neat steam cleaner tripped the fusebox every time it was switched on. After contacting them, Dupray sent me a return label and told me that free replacement was only for machines less than a year old, but up to two years old, a payment of £30 would trigger a replacement model. From return to replacement was just two days!

Poor quality machine which broke down after just 2 years. Machine just keeps sounding lol it’s on and pumps but nothing comes out.
Cleaned and did the usual descaling.
For a £300+ machine would have expected more life and great customer service - neither are true.
Contacted Dupray who were useless, no repairs and no service options.
Ended up taking it to a recycling centre to be destroyed.

Will never buy again and would not recommend.

A fault developed in the " Neat" within weeks. I reported the matter to Dupray who completely mis-read my complaint, so I repeated the issue. Thereafter, they have completely ignored my e-mails. Fortunately Amazon has agreed to a full refund.

I researched and thought Dupray would offer a good product.
After a couple of months without stock, I asked Dupray as to when they would have stock.
I was assured by the end of May 2024.
I was told the reason for the delay was due to the issues in the Red Sea - which would cause a couple of week's delay - but not even one month.
Dupray have ignored requests for an update or why the delay if months longer than attributable to the Red Sea issues.
On their website, they say their product comes from the EU, which doesn't tally with their statement about the Red Sea - which would at worst provide some components - which could be air freighted if necessary.
I am now going to a different manufacturer having read other reviews.

I bought a Dupray Neat steam cleaner in December 2019 and have been using it regularly since then and been very happy with the quality of the machine and its performance. Recently (2024) the boiler had started to leak water underneath the machine, I contacted Dupray and they asked that I send them a video of the machine in operation, along with proof of purchase etc.. They then asked that I return my machine and accessories, and I have just received a brand new replacement. More than happy with the outcome and based on my experience so far would highly recommend this product/company

Initially, we were delighted with the performance of the steam cleaner, particularly as we recently welcomed a new addition to our family. However, after approximately 10 uses, we began experiencing significant problems with our home’s electrical circuit whenever the steam cleaner was in operation. Unfortunately, today we encountered a more severe issue when the boiler malfunctioned and subsequently burnt out, causing damage to both the appliance and our home. In fact, the mop itself even sustained burn marks and turned orange due to the incident.

Terrible company. I tried to cancel straight after making an order they don't answer the phone, they don't reply to emails and they don't respond on the live chat.