Hotsnap Reviews 464

I purchased an vortex h2 oasis water machine at the end February. Having had a disaster with delivery, which in fairness was a DX delivery error, they kindly gave me a discounted price. Fast forward 2 weeks and the machine started to have lots of issues. I contacted hotsnap and they suggested sending it back. This happened and after an inspection it was deemed unrepairable and a new one was sent. The time from first order to receiving the new machine is over a month. The original machine had its warranty activated and upon receiving the new one we requested a new warranty. This has been declined and we have been informed that the original warranty, for a machine which has presumably been dumped, is still active, even though that machine has been returned and deemed not fit for purpose. Having lost some faith in the quality of the product and exchanged emails with a customer service rep called Demi, being openly honest about our issues and questioning the product and level of customer service, I have been informed that they will no longer respond to me. I was told in the very first email that I would no longer be entitled to a refund as I was outside their timescale for returns ( less than 3 weeks after purchasing the item). The product, when it is working, is good, but in the month and a bit of owning one im not convinced the new one will have much longevity either and knowing that im now being ignored, I have decided to come on here and deliver an honest review. Stay away from this company, they are appalling!

I have ordered 2 fans from HotSnap and couldn't be more pleased! The delivery was exceptional, form the communication to the quickness of receiving the fan. I am extremely pleased with these fans and with HotSnap and would highly recommend! Top customer service too.

I purchased the fan via vortexair.co.uk, but payment was taken by HotSnap. I was not aware of this at the time, and only discovered the merchant’s identity after payment.

I am currently in a dispute with HotSnap regarding faulty goods.

I formally exercised my final right to reject under the Consumer Rights Act 2015, specifically Sections 19, 20 and 23, after the trader failed to provide a remedy within a reasonable time and without significant inconvenience.

Despite setting clear deadlines, I have received no response and no refund.

The matter has now been escalated via Resolver. I am sharing this review to raise awareness of consumer rights and the process.

Great support from the team!!

I ordered catridge for my Vortex water purifier, it got delivered but I didn't receive it.
I contacted the support team, they peacefully listened to my query and guided me to do the next steps.

Later I realized the package was kept in a letterbox instead of the courier room, so I closed the request but I am highly impressed by the patience and good will of the team to help and support. Thank you!!

Woofheim / hotsnap have lost / refusing to accept they have received my return (a massive dog crate that cost £25 to post back) and won’t refund the money as I lost my receipt. I take full responsibility for losing the postage receipt, however it’s quite clear they have no control over the warehouse as every response I have had so far is ‘I’ll ask the warehouse to conduct a search’ - never ‘we haven’t received it’. I made an error telling them from the start I didn’t have the receipt as they will now just repeatedly say without tracking number there is no proof until I eventually give up. £225 gone. They are scammers evident by the other reviews here - do not trust woofheim.
Happy to update this review if I receive a refund but not holding out any hope ☹️

Customer service outstanding.
I bought a Vortex Air on Amazon supplied by HotSnap.
The delivery company messed up twice and failed to deliver the item.
I contacted HotSnap via Amazon and their response was terrific.
I not only received the fan the next day but was also refunded the cost.

Cowboys isn’t strong enough these are just rip off merchant’s, bought a fan heater supposed to be next day delivery arrived a week later even after me e mailing them after a couple of days cancelling the order. They just ignore you! Then had to go through pay pall try and get them to come and collect it for a refund. Finally got an e mail asking me to call them to arrange a collection on the phone waiting in a queue for two hours. Still haven’t collected the item and still waiting for a refund.

Ordered 2 Vortex fans a week ago, should have been next day delivery. Still waiting

They're scammers. I purchased a dog house from Woof Heim with next day delivery and they just took my money and the item never arrived (I never even got an email confirmation of the order). I contacted customer support and someone from HotSnap replied, so I'm guessing this is their latest scam venture. They answered my email about not getting a confirmation email with an order number by asking me for the order number (!). I then proceeded to ask for a refund after a week of this and their reply was "I'll look into this next Tuesday". I tried phoning the number on their website but nobody ever answers. Absolutely appalled they are allowed to be in business. I will be seeking legal advice to get my money back.

I have given One star so that other may read before buying (who looks at 2, 3 or 4 star reviews). The fan is very good at heating up a room. I have nothing to compare against in terms of build quality but seems more than adequate.
THE ISSUE I HAVE IS THAT NOWHERE IN THE ADVERTISING DOES IT MAKE CLEAR THAT THE FAN IS ALWAYS ON . You set the temp and it blows hot air, when it reaches a temperature (not necessarily the temp set at) it continues to blow ambient temperature. When the temp drops again, it starts to blow hot air again. I mistakenly assumed the fan would blow hot until the temp was reached and then stop. It would only start again when the temp fell. The ambient temp when blown feel like cool air in comparison to the previously blown warm air. This has a detrimental effect and I contacted Hotsnaps and was given a "politicians answers" before finally nailing down the answer that the fan never stops; this wasting electricity, in my opinion. Is it a "one star" product? Are Hotsnaps a "one-star" company? No in both cases, probably a three star but as mentioned above, who reads a three star rating 😎

This is a very bad company, I paid for Tidal Rave™ Electric Jet Surfboard × 1 Black, they charged me and email me order out of stock and did not refund. Kept on sending emails stating refund processed. I never received money back, finally through my bank I only received the credits back and bank is engaged with the dispute. This company cannot be trusted as they simply ignored me by sending just emails without refunding £6999.00 do not recommend anyone to risk their money 💰

Please do not buy from this company; they falsely advertise. I purchased a fan, which was 1,400 watts, and it blew out cold air i asked for it to be returned, and their distribution company, DX Express, do not turn up or doesn't even knock on your door when dates were specified with hot snap. This company needs to be investigated. Do not purchase from them have just wasted £150.00

This is my first purchase from HotSnap, and I can guarantee there won’t be a 2nd.

Not only did my Vortex Evo-pure fan arrive without instructions, it felt ‘used’ from the start. I can’t explain what mean by that; only that I had an uneasy feeling that the box had been opened and the fan used before. However hubby put it together and I liked some of the features, so we kept it.

Fast forward 8 weeks and the filter change light has come on already - in Scotland, in Autumn! So I looked for the instructions online. Nope. They don’t exist. I had to email Vortex support only to find emails being answered by ‘HotSnap’ a name I didn’t recognise.
Turns out they are the Company who make Vortex fans but it’s not surprising they keep that a secret. Their reviews aren’t exactly impressive!

Anyway, I digress. Their first response was helpful enough. They sent photocopies by email of the manual (because they don’t have a PDF or indeed a manual they can send!) It’s enough for me to identify the fault however, and to note that after only 8 weeks of sporadic use, I need to change my filter… something I only had to do in my Dyson fan every 8-9 MONTHS.

I contacted HotSnap again (twice) to ask about the missing manual & the quality of the filter and asked if I’d been sent a used fan. They didn’t respond.

I’ve now escalated to the Customer Service Manager…

I’m not impressed though. Although not in Dyson’s price bracket, this was still a £200 fan and they expect me to spend £20 for a replacement filter every 8 weeks??? I don’t think so.

Expensive lesson learned! Beware of cheap imposters :(

AVOID THIS DISHONEST COMPANY!! I bought a reverse osmosis water purifier machine from Vortex and I want to return it has it's not as described and also caused myself and my wife to feel unwell..They claim it produces crisp fresh tasting water when in fact it had a strong metallic taste.After a few days we both started to feel ill, dehydrated, stomach issues and nausea. Vortex are refusing to take back the return as they say " it's been contaminated because water as gone through the system and they can't resell it...
Hiding my comments too on their Facebook posts then blocking me it's just proving how dishonest you are...all been recorded for Trading Standards

What a refreshing change to pick up the phone .. dial a number and someone actually answer the phone within 3 rings and answer your question … thank you so much .. Peter? I think?? .. just amazing, friendly customer service!!

SAVE YOURSELF THE BANK CHARGEBACK

Item lost during delivery

Terrible customer service, basically told that I’m a liar.

AVOID **** AVOID **** AVOID ****

I purchased two Vortex fan/heaters/purifiers with them and got a confirmation that I would receive them on the 10th July, which was around two weeks after the purchase (claiming that they have too many orders), fair enough, it didn't bother me. What bothered me is that the fans are not strong AT ALL, cheap £25 quid fans from Argos are better. I paid £168 each for these because it was a fan + heater + purifier, I don't care for the value if it worked well, but the fan is just a cheap china type of fan and hardly blows any descent air, IT'S AWFUL. I had it on for 10 minutes at night when going to bed on the day I received it, and I was boiling hot, I had to put it away and put my cheap Argos one back on.

And to make matters worse, there's no one to contact, and when I sent an email, I got a reply 3 days later with loads of texts saying that they only accepted returns 30 days after purchase, which only gave me less than 2 weeks to do the whole process. They told me they don't pay for the shipping back for the return either, which baffles me as I've never ever seen a company that doesn't do it (unless they get a lot of refunds and can't afford to pay them all).

I sent them two back in perfect condition, one hasn't even been opened yet, they have received it, as I have confirmation from the courier company, and I haven't heard anything from them yet. Nothing to let me know they received it and the refund is being processed, nothing, I had to email them again, and I haven't got a reply from them yet.

I wish I had seen these reviews before seeing the fake ones they have on Facebook.The trustpilot reviews they have on Facebook and their website seems to be fake as I can't find them here and it doesn't look like they are 4.5 on trustpilot either. AVOID.

If they don't get back to me, I'm going to have to take legal action, which is even more headache. So disappointed.

My name is simon budd

I purchased a vortex air bladeless. fan heater from hot snap when it arrived at first it was ok the two months
After that the motor packed up and I was not very happy

This companies financial accounts, as shown on companies house, dont make for good reading. Their claims of over 1 million fans sold is clearly fake given their overall turnover is sun £1m. The maths dont add up. The Bavin brothers (the owners) have a lot to answer for.

Ordered a vortex fan and never received it had to go through my bank for a refund.