Vuse UK & Ireland Reviews 1,163

Had a problem with my parcel being damaged in transit and items missing. Dealt with swiftly and replacements sent. Excellent Customer service thank you

My issue was resolved quickly and to my complete satisfaction

Alja was an absolutely amazing advisor, so quick in response and very understanding. I have been with the company for many years and the products are exactly what I need. If an issue occurs it is dealt with swiftly.

Vuse customer service is beyond professional, friendly and very satisfactory. They were ready to help me find a solution and beyond. Really lovely. Thank you!

I can't recommend Vuse customer service enough! A huge thanks to Nora B for helping me with my order, which was missing some items. She was polite, apologetic, and very efficient. The matter was resolved in just 2 days and my replacements arrived the next day! I'm one very happy customer 😀

I have purchased from them a few times, I've had a couple hiccups when using the website or ordering but the customer service is phenomenal. Any issues are resolved as a matter of urgency and the team are just so kind and thoughtful.

Had an issue with delivery (Royal Mail, not Vuse) and Olja was extremely helpful and very efficient and resolved my problem with no drama. Been using Vuse for some months now and will continue to do so due to Olja’s excellent customer service. Than you again Olja

I haven't had any problems at all. The service is excellent and delivery is first class.

Vuse it already over priced and I recently had a problem with my unit where it was vaping on it's own. Rather than offer any kind of refund I have been waiting weeks while I get questions about batch numbers colours of items, they sold me through their website which is clearly on my account and I have to nudge them for responses. Far from the premium serviced advertised.

I had an issue with missing items I had ordered and paid for, when they did not arrive I contacted Vuse who also mt to complete an email and attach any photographs I had, which I did, my queiry was sorted out within the hour with extras as a complimentary offering. Very impressed, my Vuse items are out for delivery today, less than 24 hours since I contacted them with my missing items.

Very happy with Vuse customer service. Having rung to find out why my parcel had not arrived, Karen said it had likely been lost in the post and immediately offered a full refund or a replacement. I asked for the latter and she immediately organised that, adding an extra box as a gesture of goodwill. 10 out of 10 from me.

Thank you Esma for all your help with returning an order and with sending a gift for the ‘inconvenience’ and then arranging the replacement. Many thanks again 😊

I really like these products and the customer service is fantastic.

Absolutely amazing customer service had an issue with the delivery company nothing that Vuse could do themselves resolved very promptly. I love the products anyway but have great customer service as well means look no further.

A delivery had not arrived when the carrier said it had. I contacted Vuse told them of the problem, they shipped a replacement straight away. Fantastic service.

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