I placed an order for a Henry hose on 26 August 2025 which was confirmed the same day. It was supposed to arrive withing 2-5 working days. It didn't arrive. I have emailed them on a number of oc... See more
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Like other reviewers on here I ordered and paid for a Dyson part -£37 on 30th July and after chasing non delivery several times am still without the part. Have requested a refund and have had no respo... See more
Wasted over a week of my time waiting for an item ordered that was supposedly in stock had delivery for 2-5 working days. No way to communicate as answer machine on phone and calls and emails never ge... See more
Couldn’t find an available part for my Dyson elsewhere including on Dyson website. Genuine part. Delivery took a few days (ordered 10th April / got shipment confirmation on 17th April and delivered o... See more
Company replied
Company details
Information provided by various external sources
Vacuum Genie offer the latest range of high-quality vacuums and accessories including Toolkits, Floor Heads, Brushes, Bags. Buy Online Today at the Official Store.
Contact info
M16 9EA, Manchester, United Kingdom
- vacuumgenie.co.uk
1.7
Bad
59 reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Do not use Vacuum Genie!
Ordered a recharger for a Dyson hand vacuum on 10th July, email confirmation received and money taken out of bank account on same day. Recharger still not received, sent email chasing order with no reply.
Only mistake was not checking Trustpilot before placing an order with this company!
Like others before, don’t think we will be seeing the part or our money back. AVOID!
July 28, 2023
Unprompted review
Reply from Vacuum Genie
Hello Karen,
We appreciate your time in leaving us a review. Your feedback is incredibly valuable to us, and we appreciate you sharing your experience.
It's truly disheartening to learn that there was a delay in your order. And, we sincerely apologise for any inconvenience this order might have caused you.
Upon reviewing your order history, it appears that the delay was primarily due to the delayed receipt of a replenishment part. While this is certainly not the level of service we aim to provide, please know that we take full responsibility for any delays or inconveniences experienced by our valued customers.
We are pleased to inform you that despite the delay, your item was successfully dispatched on July 28, 2023. However, I completely understand that timely delivery is of utmost importance, and I want to assure you that we are taking steps to prevent such delays in the future.
Once again, I apologize for any frustration or inconvenience caused by this delay. Your satisfaction is our top priority, and we are committed to improving our processes to ensure a smoother experience for all our customers.
Thank you for your understanding and continued support.
Kind regards,
Vacuum Genie Customer Service Team
Lacklustre service and still no refund
I ordered a replacement part for my coffee machine 12th April. After not hearing a thing for over a week, I decided to cancel the order and go elsewhere. Unfortunately, other than a communication on the 21st April telling me that they're awaiting confirmation of cancellation from the fulfilment centre there has been no refund and no further communication. We're now in May.
I'm not looking for the moon on a stick just my money back. Completely lacklustre service.
April 12, 2023
Unprompted review
Reply from Vacuum Genie
Hello Rich,
Thank you for reaching out and sharing your honest feedback regarding your recent experience with our service. We understand your disappointment regarding the delayed shipment and subsequent refund, and we sincerely apologize for any inconvenience this may have caused you.
We want to clarify that the lack of communication regarding the delay was not intentional, but rather an error we experienced in our system. Nevertheless, we recognize that this does not excuse the frustration it caused you, and we are actively working to prevent similar occurrences in the future.
Upon thorough investigation, we can confirm that the refund for your order was indeed processed on 08 May 2023. We understand that this may not alleviate all the frustrations you experienced, but please rest assured that we take your feedback seriously and will use it as valuable insight for improvement.
Your patience and understanding throughout this process are greatly appreciated. We are committed to providing better communication and service in the future, and your feedback plays a crucial role in that endeavor.
Once again, we apologize for any inconvenience caused and thank you for your understanding.
Kind regards,
Vacuum Genie Customer Service Team
Got what I ordered - happy thx
Couldn’t find an available part for my Dyson elsewhere including on Dyson website. Genuine part. Delivery took a few days (ordered 10th April / got shipment confirmation on 17th April and delivered on 19th April but absolutely fine. Happy didn’t have to replace vacuum.
April 19, 2023
Unprompted review
Reply from Vacuum Genie
Hello SP,
Thank you so much for taking the time to share your positive review! We're thrilled to hear that you were pleased with the personal and timely service you received from us.
We also want to thank you for confirming that the part you received is a Genuine Dyson product. We take pride in being transparent about the origins of our products, and we're glad to hear that our efforts to provide accurate information on our product pages are appreciated. If ever an alternative part is provided, we make sure to clearly label it as made by Good Quality Spares or a different brand.
Kind regards,
Vacuum Genie Customer Service Team
They are pretty terrible at service
They are pretty terrible at service. A lost parcel during Royal Mail strikes and they had the cheek to blame their customer. Of course it never arrived, but they made me wait 4 months to get my money back. Never seen such poor service. You'd think I bought something for £3k! It was £14.99! Just refund your customers!
They get an extra star as they were one of the few places who had stock. I've since found what I needed without using them again.
March 11, 2023
Unprompted review
Reply from Vacuum Genie
Hello Wildy Cardy,
Thank you for your honest review. We apologize for the delay in response and refund. Due to the Royal Mail strike, we had to follow a process, including a claim for investigation. Once eligibility was confirmed, we promptly processed your refund. We appreciate your understanding. Rest assured, we're working on improving our refund process to prevent such inconveniences in the future.
Kind regards,
Vacuum Genie Customer Service Team
I ordered my product from Turkey.
I ordered my product from Turkey.
No information is given.
Where is my product unknown?
It's been 25 days and I still haven't received it
service is very bad
February 22, 2023
Unprompted review
Reply from Vacuum Genie
Hello Selcuk,
We appreciate your time in leaving us a review. We understand the disappointment. Thus, we checked the status of your order to determine the issue. We received your order on 03 February 2023 and immediately dispatched it the same day. We sent you an order and shipping confirmation. However, it might be saved directly to your spam or junk folder. Kindly check your inbox, we explained the reason of delay, as Royal Mail released an update about the delayed delivery for some International Orders.
Kind regards,
Vacuum Genie Customer Service Team
Excellent service
Had a completely different experience from most of the reviews on here. Communication with costumer service was efficient and my package was delivered quickly. They were also the only shop in the UK selling the spare part I was looking for.
February 17, 2023
Unprompted review
Reply from Vacuum Genie
Hello Gjulio,
Thank you for your time in giving us 5-star ratings! We also appreciate the positive feedback. We are glad that we've met your expectations! Rest assured that we will continue to improve our customer service and order process. We will ensure that our future customer/s will receive the same service you did.
Kind regards,
Vacuum Genie Customer Service Team
Ordered a part for my coffee machine…
Ordered a part for my coffee machine that was supposedly ’instock ’ on the website.
Received an email receipt with a message saying tracking details to follow.
A few days past and no tracing details arrive. I decided to check trust pilot reviews and to my horror they were awful! I contacted vacuum genie who to there credit did email back but we’re making excuses and admitted they had no stock. I sensed they were stalling so contact PayPal who were great and gave me an immediate refund.
Avoid this company they are very unprofessional. I’m so glad I paid with PayPal otherwise I fear I would not have got a refund. Be warned….
December 27, 2022
Unprompted review
Reply from Vacuum Genie
Hello Gary Brown, thank you for contacting Vacuum Genie. We appreciate your feedback. We have reviewed your order for a Delonghi EC93 Coffee Machine Generator 5513226671. This item is now in stock here. https://www.vacuumgenie.co.uk/delonghi-ec93-coffee-machine-generator-5513226671.html
It appears you placed an order on the 22nd Dec 2022 just after our final cutoff point for Christmas. All orders from 23rd December are now due to leave on 28th December 2022 and are due to arrive within the 5 working days quoted at the point of your order. Rest assured that our fulfilment centre was doing their best to improve the stock monitoring, especially during Holiday Season. Hopefully, you can find this part elsewhere quicker. Your order has now been canceled and refunded as you requested.
Kind Regards
Vacuum Genie
Neff fridge freezer hinges
Ordered 3 replacement hinges for integrated Neff fridge freezer. Delivered to Northern Ireland address in a few days. Very happy with service and product.
November 5, 2022
Unprompted review
Reply from Vacuum Genie
Thank you so much for the positive review, Dennis! Rest assured that we will continue to improve our processes and customer service to provide a great customer experience like what you have experienced from us.
Totally unreliable
If I could give 0 stars I would. Item not in stack after been told it would be then no communication atoll. Asked for refund nor forthcoming had to take dispute out with PayPal to get my money back.. avoid
September 6, 2022
Unprompted review
Reply from Vacuum Genie
Good evening, we appreciate your feedback, thank you for taking the time to let us know about your experience. We apologise for any inconvenience caused by your order.
Thought I had paid for a scam but actually excellent customer service!
Got the fear from these reviews after not hearing from them after purchase. (Dyson filter for fan) I thought I had given money to a scam buisness. However!
I emailed them and asked why my order was 'on hold' they replied shortly after and explained they were relocating, they offered to send it ASAP with a courier, or refund me. I missed the courier option as I was slow to reply, so I asked for a refund. The money is now back in my bank account 3 days later. So I can't say anything negative at all, it was some of the best customer service I've had recently and they were trying to get the part out to me ASAP but it was me who was too slow!
November 13, 2021
Unprompted review
Still no reply from Vacuum Genie and…
Still no reply from Vacuum Genie and still no Dyson part received or refund received.
As stated by other reviews Vacuum Genie do not reply or follow up on non receipt of orders.
Do not purchase from Vacuum Genie
November 5, 2021
Unprompted review
Reply from Vacuum Genie
Hello Kathy, we have looked into this for you and have responded to your email address. We have also have tried to call your phone, but there was no answer. Kindly check your email junk folder for the updates we have sent.
Kind regards
Vacuum Genie
Slow delivery and tech issues
The delivery took longer than expected and I received the confirmation email several days later.
August 18, 2021
Unprompted review
Really they do not even deserve 1 star
Really they do not even deserve 1 star! They mis-sold a Dyson Filter to me. Online it was stated that it was a Dyson Pure Cool Me filter, however they sent me a completely different filter for another Dyson product, When I realised the filter was not cleaning the air like it was supposed as my air purifier usually does, I contacted them and they confirmed that they sent me the wrong product, however because I no longer have the box they are refusing to refund me and denying any mistakes on their part.
This company is a fraud, do not buy anything from them!
April 5, 2021
Unprompted review
Reply from Vacuum Genie
Hello Michelle, unfortunately, the image you sent us of the item you received is not an item that we have ever sold. This combined with the fact you also had no packaging for it, made it unable for us to replace your purchase. It appears there was a misunderstanding somewhere. In this situation, since you did not have the box and the image you sent us is a product we do not sell, so we could not replacement it. Hopefully, you have found the company where this item was purchased. Kind regards, Vacuum Genie.
Very Poor customer 'service!' and no goods delivered.
A parcel was delivered to someone who signed with an X - I was unaware of this as they didn't supply me with a tracking reference, so when reported as not received I was told it had been. I was told they would raise an investigation with Royal Mail and then refund me. A week later I contacted RM who said there was no investigation so I raised one. I was then told it was my responsibility to claim back from RM for goods I had never seen, so they have kept my money and delivered no goods and had no intention of chasing it up. Very poor communication and very poor customer services. Do not use this company unless you have a lot of time to chase up your order or can afford to pay for goods they won't deliver. In hind sight I should have read the other reviews for this company as they seem to have a reputation for very poor customer service. Do Not Use. Just to confirm my accusations I wrote this on the 6th April and got a reply 15th July.
March 25, 2021
Unprompted review
Reply from Vacuum Genie
Hello David, sorry there has been a miscommunication, as you have mentioned Royal Mail have provided you with the delivery details. According to them, your parcel arrived at the correct address. Unfortunately, it is difficult to verify who has signed for it once it has arrived at the correct premises.
Excellent service
Ordered a replacement oven element on Saturday evening and element arrived on Wednesday. Packaged well and works perfectly. Cannot complain at all and will definitely use them again in the future.
February 25, 2021
Unprompted review
Despite some poor reviews about…
Despite some poor reviews about delivery times, I ordered a replacement Dyson brush for a V7 stick vacuum. The component arrived 3 days later - excellent service! - Thank you. I can only assume previous problems reported have been Covid'19 related. Very easy to find and order component. Will use this company again.
February 20, 2021
Unprompted review
Good Service
Having had a bad experience with Dyson customer service I decided not to buy the spare part I needed directly from Dyson. I found Vacuum Genie online, placed my order and received the replacement part within the specified time. The part came well packaged and solved my issue with broken V10.
February 15, 2021
Unprompted review
Great shopping experience
I sent the company an email on January 2021 asking several questions about original filters for Dyson TP04 purify. I got a response within less than 24 hours targeting all my questions. I therefore placed an order, which shipped within 2-3 days and arrived in less than 10 days to Israel! I'm very satisfied with their customer service and with the product which is definitely a genuine Dyson filter. I will surely purchase again.
February 1, 2021
Unprompted review
I ordered a Dyson v10 vacuum head and…
I ordered a Dyson v10 vacuum head and became nervous when no confirmation email came through. I emailed my concern and received a response within a couple of hours confirming the item would be in the next working days post. It has arrived Wednesday morning having been ordered Friday evening. Could not have been quicker or easier, although an automatic email on purchase would have been reassuring.
November 4, 2020
Unprompted review
Reply from Vacuum Genie
Hello S. Hobson,
Thank you very much for sharing your experience with us! We're delighted to hear that, despite your initial worries, our team was able to immediately address your issues and assure the timely delivery of your Dyson v10 vacuum head. Your input on the confirmation email has been noticed, and we are actively striving to improve our communication processes to provide even more reassurance to our valued clients. Your satisfaction is our priority, and we appreciate the opportunity to serve you. If there is anything further we can do to improve your experience, please do not hesitate to contact us.
Kind regards,
Vacuum Genie Customer Service Team
Flawless delivery
I was looking for a Dyson part that no one else (including Dyson) had in stock. I was reluctant to use Vacuum Genie because of prior reviews, however my experience was nothing but positive. Part arrived well packed in three days. Thank you.
September 18, 2020
Unprompted review
Reply from Vacuum Genie
Hello Dear,
That's fantastic to hear! We're thrilled that we could provide you with such a positive experience, especially when it came to finding that elusive Dyson part. Your satisfaction means the world to us, and we appreciate you giving us the chance to exceed your expectations. If you ever need anything else, don't hesitate to reach out. Thank you for choosing Vacuum Genie!
Kind regards,
Vacuum Genie Customer Service Team
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