I just want to point out I have had my Virgin Pure machine for 6 years and have always paid the monthly subscription but please run away from this new company as the amount of effort and time YOU have to put in to cancel a subscription is just beyond.
I recently decided to cancel the subscription as looking at it I'm paying almost £204 a year for filtered water and so logged into my account and saw I was still in contract for the subscription until July 2026.
A few days ago I get an email stating the monthly cost is going up and so if I wanted to I could cancel my subscription which I though was great timing.
Logged into my account and although there is a "Manage subscription" section, there was no way to cancel it so I rang up.
Spoke to an outsourced staff member who informed me that I could not speak to the team but they would have to ring me back; I thought this was odd but hey ho. Asked them to ring off my mobile number that is on my account and not the number I was ringing off as it was my work number.
An hour later I am on a work call, get a missed called and voice message which was then followed by an email stating they tried to call but were unable to get me. I replied to the email stating I had asked them to call my mobile.
Two hours later I get another email saying they tried to call my mobile number but it was dead. I then replied stating that the number they were using was an old one and not what was on my account, I attached an image from my account with my current number on.
The day after I get an email stating that they have closed my query down as it had been resolved. I log into my account and I still have an active subscription. As it was a Saturday I had to use their webchat. I asked for a call back from the cancellation team on my mobile.
My mobile is on ring with the volume high and I see I have a missed call. My phone didn't even ring. I then text a friend to ring me and boom it rings.
I then get an email saying the enquiry is closed down.
Roll on Monday and I ring up again, ask to be put through to cancellation, I am told I cannot be as they are all taking calls and would call me back.
Again I make sure my phone is on ring, the volume high and have it next to me. I glance down... another missed call! I can only assume as the calls are coming from outside the UK they are ringing for them before they put it down but its not making a quick enough connection.
Again I ring them back but this time say I will happily stay on hold while I wait to speak to someone. 40 minutes later I am put through, offered to keep the subscription for the same price for 12 months and I say no I just want to cancel, then offered it for £14 a month for 12 months but I say please just let me cancel.
I have no issued ringing up and cancelling, what I have issue with is that you then have to wait for them to ring you back which is a waiting game and you have to hope they can get through and that you are free.
Virgin Pure was great... Our Taap has terrible customer service that they have just our sourced.
Claim your business profile now and gain access to all features and respond to customer reviews.
Virgin Pure is now known as ‘our taap’ – which stands for ‘Today and always pure’. It’s our promise to you and your family, and our shared commitment to our world of tomorrow.
