"Ordered one got charged for two having…"

Ordered one got charged for two having terrible trouble trying to get my money back

"Not satisfied"

Purchase 1 month ago, not that good.

"Overpriced.Available in Dunelms and…"

Overpriced.Available in Dunelms and other stores for £18

"Can’t believe how good warranty service…"

Can’t believe how good warranty service is . Phoned to report warranty claim. All sorted same day . New heater received next day . Like magic

"Good customer service"

Good products and good customer service thanks!

"STILL NO REFUND"

Unbelievably poor. Asked for a refund as partner ordered accidentally - emailed to flag this so they could stop dispatch and prevent need to physically return the product. Apparently they 'didnt get' the email so that wasnt actioned. We received the fan and called to explain situation. To their credit they covered return fee (heads up: ITS NOT FREE RETURNS!) after I explained I did attempt to cancel: I also explained that the funds we spent on the £160 fan were needed for something else with high urgency. DPD collected the fan a few days later and the fan has been back with Hotsnap for NEARLY TWO WEEKS. Still no refund. Phone lines are turned off due to 'high demand'. Cannot believe this

"Company have made amends."

15/07/24 - An update to my review.

Julian (Director) made contact with me following my reviews of Vortex Air / HotSnap and continued to apologise for the disruption caused.

As previously stated, the spike in demand left the company heavily on the backfoot, but Julian advised on increasing staffing to meet the demand and ensure customer satisfaction. Julian also provided a further GOGW, demonstrating the business committment to positive customer service and a sorry for the events taken place.

I have advised Julian, as I am here, that I take his commitment to the business and it's customers seriously, reflected in his attempts to rectify the matter. Whilst this does not take away from the experience that I, and others have had, it does show Julian engages, accepts responsibility for what has occured and is taking measures to improve the situation for the better, that's exactly what you want to hear and see as consumers.

Therefore I can say with conviction the company has moved up in my estimations and I would consider purchasing from them in the future, particularly if they continue on the positive trajectory Julian has laid out.

PREVIOUS REVIEW:

Well let me assure you, this won't be short read, but it will be an important one should you be considering a purchase from Vortex Air (VA) / HotSnap.

I ordered their bladeless hot and cold fan on Monday 24/06, assured it would be delivered the next day (25/06), perfectly in time for the upcoming hot weather, particularly as we have a 3 week old baby.

Tuesday 25/06 came and went, no parcel delivered, with Evri advising VA had not handed over the parcel.

So I contacted VA via their two e-mail addresses (as seen on their website) - No response.

I contacted them via telephone multiple times, on hold for 30 minutes each time, at which point an automated messages advises to e-mail them and the call then ends.

I attempted contact via FB messenger - No response.

I commented on their wonderfully positive and jazzy FB ads, they didn't respond, but really telling they responded to posts that could generate sales.

After articlating via my communications that if my parcel was not delivered imminitely I would be escalating the matter via Trading Standards and the Ombudsman, I received a call from one the Directors named Julian.

Julian advised me that due to the hot weather, their sales had increased dramatically, essentially they were struggling to meet demand. Julian advised he would aim for my package to delivered the next day and also provided a £20 refund. Julian also called me back a short while later saying all should be in place for delivery the next day, which did come into fruition. So Julian's input and action were appreciated.

However I did share with Julian as consumers, on the whole we can understand delays, it can happen, but that for there to be such a lack of transparency and communication is not okay by any means, and a real inditement of poor business practice.

On to the fan itself, personally I found it not to suit our needs, I found the power output not as high as one would like and the size was also not appropriate for our needs.

Whilst the product seems well made and stylish, it would not suit us. Therefore I initiated a refund and Julian advised how this could be done.

The return process, was not as smooth as one would like. I returned my item via Evri at a fort of £13 with tracking. Item was delivered on Monday 01/07 in the AM, I e-mailed VA on Monday 01/07 and Tues 02/07 resisting my refund was processed being that the item had been returned - Of course did not hear a thing back.

I raised the matter with Julian who did process my refund, whilst advising the business has thousands of e-mails to get through. I understand the pressures of a business, but I do smile (rather than getting angry) as to how quickly businesses will take your money, but when you try and get it back it's a drawn out difficult process.

You can also tell, that my journey with VA / Hotsnap is far from unique, with there being many other consumers advising of similar stories and frustration via comments on their FB ads which can be found on their FB page.

So, would I never purchase any product from VA / Hotsnap again? - Not. A. Chance.

Could I recommend you purchase a product from VA / Hotsnap? Not.A.Chance.

I do place on record my thanks for Julian for trying to rectify the matter

"Shocking!!!!!"

Ordered fan arrived next day fab ! Fan did not work called several times got message saying they were not taking incoming calls due to high amount of sales finally gotbthrough and spoke to mandy who asked me
To send photo of error code and serial number and they would send out a new fan and no need to return old fan ! Have received nothing emailed several times no reply cannot get through on phone same message cant take incoming calls . Im stuck with a briken fan and £140 out of pocket . Absolutely shocking company i will be escalating this further

"AVOID HOTSNAP."

AVOID HOTSNAP.
Bought a Vortex fan from their website for £150 and received not working. Have contacted them via email many times as phone doesn’t exist and no response!

"Buyer beware"

Buyer beware bought item at £12 74 went to payment and paid . Went to my account and found that they had charged me 12 74 plus an extra charge of £ 14 99 a total of £27 23 . For this item a total rip off . Been onto firm had no reply as yet still don't know what extra charge was for as it was free delivery