Lupe Technology Avis 601

I had an issue with the roller bearing where the plastic melted. I sent in some photos and they mailed me a new roller and a new bearing. Fantastic customer service for a great vacuum.

Using this vacuum for a year now. I like it. The noise level is low, so it's great that there's a boost function with makes more noise :) The suction power is in normal setting plenty.

Maintenance is minimal and easy. All filters etc. are easily accessible. Hairs are tangled up in the brush, but pretty easy removable.

Once a small object came loose from the machine. Lupe support answered quickly where the object came from (cover for a screw).

I vacuum my house (120m2) once a month, the battery life is plenty for that.

Very well worth the price!

Customer service is fantastic! I had a battery problem with the LUPE. Sent an email and customer service got back to me within a few days. Got everything taken care of. Customers service goes above and beyond. Shoutout to Lee, who helped me. Thank you very much.

-Eric

I have my Lupe for 2 years now.
It is still powerful, but requires care. For example - I have issues with Lupe due to micro dust, due to cleaning up drilled holes or such. Yet, I much rather take extra care doing maintenance on Lupe than fuss with wired appliances.
I also recommend Lupe for their customer care. I had few issues with my Lupe over the years, and both time I was sent free spare parts to eliminate those. I’m buying extra warranty, as it is totally worth it. Plus it’s fuss free.

Before I have put order for vacuum cleaner I have asked via email if they deliver to Poland (on webpage they say that delivery is available to some EU countries). I also asked whether they can deliver to address in Germany because I have family there. What is more I have asked for invoice. I have received in reply that I can order to Germany and that I can receive invoice. All I have to do is to order, pay and send email with data for invoice. I have put (and paid for) order on 26th of April. I have written email about invoice and also asked abou delivery date. I was planning to be in Germany for few days so I could take vacuum with me on way back home to Poland. I have received in reply, that they will send it in next day. They didn't but they have sent me email with question, for who the guarantee should be issued. I have answered and also asked about date for dispatching of my order. They answered that on Tuesday (2nd of May). At the end of 2nd of May I have sent another question. Last response from Lupe (today, 3rd of May) was that they cancelled my order (but status of order didn't change) :

"we think it best we cancel your order and refund you"

and because I have written a review on google about delays the said that:

"Having read your google review, we think you will be better served by another company."

and another reason they gave me:

"It is unusual to be ordering with a different address and name and it was always a fraud risk from our side."

And all that I have received after all those exchanged emails before and after putting my order.

My order number: 8259

Edited 04.05 as aswer to lupe:

I wrote to lupe about my travel on
26.04.2023 9:45 am
I have received response to that on 26.04.2023 11:05 am.

I was a little bit nervous as I'd never heard of this brand but their reviews are good and nobody was saying they don't make good on their 90 day refund policy so I gave them a go. Early days but this product is just brilliant (coming from a Dyson) and its nice to deal with knowledgeable people in customer service. Thoroughly recommend.

The vacuum is OK, it performs well. But it is by no means the highest performing cordless vacuum. It doesn't pick up edges well and has no motorised head, which is apparently being worked on for ages now.

But, the problems came to light with their customer service and shipping.

I placed an order for the product, and had to chase for its dispatch because I was waiting for a couple of weeks and nothing was happening. Thankfully, when I chased they promptly sent it.

A week after its arrival, I received another which was odd. So, being honest, I contacted them letting them know I received two.

This to them was just not that important. They asked me to go to the local shop to send it away. For their mistrake, that was a big hassle on my part because I don't drive and I don't have a printer. Eventually, I let them know I am not going out of my way to rectify their mistake and they contacted the courier to pick the item up from my house instead.

The way I was contacted was full of spelling errors and it always just seemed like they didn't care.

Also worth saying, the box was awaiting collection for 2 weeks becase DHL were unreliable. So I was starting to regret my generosity! 🤣

Also, it's made in China (they try to hide this by putting "made in PRC" on the box which just means "People's Republic of China"). I don't know that just seemed sneaky to me, as if they're trying to hide it. You can get some exceptional vacuums manufactured in the UK for less that do better like Henrys.

But yes, the vacuum is overpriced, their customer service is below average and I got a sense of disorganisation.

Needless to say, I won't return the vacuum because it does the job decently well and I would give the vacuum itself 3-4 stars. But my next vacuum will not be a Lupe.

EDIT:
In response to their reply:
"I ned to print this off" and "ins ending a request" valid spelling/grammar?

Apologies for the misinformation in the other couple of points, not that they're that important anyway. Vacuum is still decent but CS needs improvement.

I gave it four stars because we have only had the vacuum for a month. We like the lightness, the length of the charge and the ease of use.

Tech support have been amazingly helpful & supportive. They supplied a replacement battery free of charge as this was initially thought to be the source of the problem of my Lupe vacuum cleaner not running but all lights working, this was eventually tracked down to the bin not being fully home, just clicked into place.
Unfortunately I have to have a cleaning lady to clean my home due to my disabilities and further not helped by my being away at the time.
A fabulous vacuum cleaner, as good as the Miele mains powered vacuum cleaners I used to have.

I love my Lupe! I recently had a minor issue so I emailed their support team. Had a response the next day and it fixed the problem. Excellent service!!

Our vacuum started to smell like burning plastic/electrical. When we investigated some fluff and hair had wrapped around the bearing and literally melted and parts. So had to order a new brush roller and cap which were relatively inexpensive but the postage was nearly £10 which does seem a lot. The parts arrived within a couple of days and were different to the original but fitted perfectly so perhaps the fault was identified and the new version solves the issue. Back to fully working now

I have 4 children under 6 and a st Bernard. So when I was looking for a vacuum to withstand the chaos that my house brings I was gonna do my research. I needed something with high suction and cordless (because I have an old home with no outlets by my stairs). I was pleasantly surprised to find Lupe! And was even happier to see that they also sold parts separately so that if anything happened, it could be fixed instead of needed to replace a $600 vacuum.

Ive thoroughly enjoyed it and it has managed the heavy task of my home wonderfully! When an error did occur where a motor had stopped working in the vacuum head, costumer service was very helpful, polite, and timely in their response and went out of their way to get me what I need!

Thankful for my spare part coming today because my home literally does not run well without this vacuum doing it's thing!

Thanks again!

The Lupe is well designed and constructed. I have have oak and tile floors. The Lupe has excellent suction and does a great job cleaning various size items. I will need time to determine its durability but expect it to perform well over time.

Vacuum cleaner is the best ever! I bought one back in 2021 and continue to be impressed to this day. The reason I'm giving my review after all this time is to prove some doubters even in my family (Dyson FBs as I refer to them) were wrong as they themselves fell in love with it.
In addition, my warranty just ran out and I had damaged the soft roller brush, but Lupe were kind enough to replace it free of charge. I bought it when the warranty was for 2 years but I see they now offer it for 5 years and I do feel slightly left out. But you can extend the warranty for 3 years for £89 which is something I'm definitely considering.

I funded the Lupe development on Kickstarter and I am using it since then. Service if needed for spare parts is fast and efficient.
Works like a charm. Very powerful vaccuum.

When I received this vacuum I was over the moon thinking this would be the last vacuum I'd have to invest in. I had to borrow money to help my husband and I pay for it. When I got it I noticed it had trouble from the beginning picking up very small Items. It is not a dog hair vacuum, it will pick up grains of sand and dirt best. However anything else will shut the vacuum down. Every time I have to use it I have to clean out the brush or the device will not turn on. I asked my husband to please return this vacuum and we learned that the 90 day window had closed. I cannot believe we wasted over 700 dollars on a vacuum that has wasted hrs of my life just to clean the brush out every time I need use it. Unbelievably ridiculous experience!

The Lupe vacuum is lightweight, easy to use, and easy to clean once you figure out how to remove certain filters etc. More importantly, it actually vacuums better than any other vacuum I've owned. Thanks.

I am impressed with the power and cleaning ability. With 3 cats we have a lot of hair. This vacuum gets it! It’s a solid unit. Here’s some things I would recommend for change:
put a light on it… I have one on a competitor vacuum and really miss that on this;
It’s a bit too high to go under appliances and furniture… probably because it has such great suction features, but I wish it was a little easier to get at those places.
Would like a longer hose to use the portable vac. Hose is tight and somewhat hard to maneuver for a 68 year old woman.