VADO Avis 219

Vado is our go to company for all bathroom equipment. For over 25 years Plumbco in Borehamwood WD6 4SE has been trading with Vado and has forged a great partnership.
The aftersales are second to none and Lucy and the gang are all amazing. Long may it continue.
Daryl Plumbco Bathrooms.

I had a great experience with Vado technical support. Not only were they able to answer all the questions, they also sent me some parts free of charge. I felt there was a real passion for quality customer service - something you don’t see all that often these days. Special mention for Shaun.

Amazing customer service, as always, from Lucy at Vado. Resolved the issue with my Vado shower quickly and efficiently. First Class customer service

Vado has such brilliant staff Andrew and Jess
I might have got Andrew into some misunderstanding trouble regarding what I need as I was not good with doing attachments on phone

It’s not Andrew’s fault that wrong item was sent
I hope Vado will still thank him for me for being so helpful patience and kind

I spoke to another staff Jess today
He too was so brilliant and helpful

Can’t praise Vado staff enough

So efficient as part needed will arrive tomorrow following my early morning call today

Well done Andrew and Jess

I needed to replace a leaky thermostatic valve cartridge on my existing Vado shower unit and was struggling to identify the correct part No. I contacted Vado direct and after a couple of questions and a photo they supplied the part number, cartridge bought, shower no longer leaking. Very helpful, thank you.

Excellent service from first contact with Adam in customer service.
Items required swiftly despatched.

3 year old Vado Sensori Smart touch shower started leaking from control box causing water damage in flat below. Clearly defective and the unit has a 5 year guarantee. However since I bought the flat after it was fitted, Vado won't cover it under warranty. Seems utterly ridiculous and I certainly won't be replacing it with any other Vado product. At the cost of their products you expect better quality and aftercare.

Update: as someone else mentioned they reply here as if they're interested in helping and when you get in touch with them again you just get an email saying
" I am sorry we are not able to assist you on this occasion."
Or probably any other occasion Vado ☹️.

I have two VADO products in my home:
• Tablet Notion Chrome 1-Outlet Thermostatic Valve
• Tablet 2-Outlet Thermostatic Valve

Both were installed as part of a new build completed in 2018, and both now suffer the same problem — severe rusting on the controls, making them extremely hard to turn. These are clearly product defects, and both items are still well within VADO’s advertised 15-year guarantee period.

When I contacted VADO, they refused to take responsibility simply because I am not the first owner of the property. This is an absurd excuse — a manufacturing defect doesn’t magically appear or disappear based on who owns the house. The guarantee should protect the product, not just the original buyer.

Extremely disappointed with this stance. If you are buying VADO products expecting long-term quality or support, be aware that their warranty terms can be used to avoid dealing with genuine faults — even when multiple units fail the same way.

Update:
The reply below from VADO clearly show this company is rotten inside out, and give absolutely no care to actual customer since they only care about the deal with the builder / developer.

I purchased two Sensori dual outlet smart shower controls in March 2020 when I was having two bathrooms refitted at my main home. Due to lockdown the refitting had to be delayed for several months due to labour access and restricted supply of other materials. Consequently the bathrooms were only commissioned in July. A week ago, five years and a month or so later, one of the units had developed a significant fault causing the mixer unfit to flood and spill out into the loft causing considerable damage to the ceiling, door frame and skirting board. The plumber identified a fault with an internal moving component which wasn’t closing. I discovered that the product has been discontinued with no replacements available. Furthermore after several communications with VADO support it seems that some spare parts are available but these are being retained for existing and future warranty claims. Recognising that my product is only slightly out of warranty (but has not had full five years’ use since it’s in a secondary bathroom and we have three other properties we visit regularly) I offered to pay for the parts. The answer was a firm no - no evidence of customer goodwill at all. In this property and the others I’ve various VADO chrome on brass products which have been of outstanding quality, with 17 year old chrome on brass shower valves acting and looking as good as new. How different to my current experience. I’m now faced with the inconvenience and expense of remedial plumbing work involving shower cubicle removal, retiling, reassembly and rerouting of plumbing to fit an alternative. Appalling back-up. Once an advocate of VADO but would advise anyone refitting bathrooms to avoid at all cost.

I am extremely disappointed with the performance and reliability of Vado’s electric shower. After just five years of use, the unit has completely failed. Vado’s response was to simply state that the five-year warranty had expired, offering no goodwill gesture or meaningful support beyond that.

What made matters worse was the behaviour of their technical support team, who were unusually pedantic and unhelpful. They repeatedly insisted on being provided with an NHBC warranty certificate, a document that has absolutely no bearing on Vado’s obligation to stand behind the quality of their own product. The NHBC warranty covers structural issues in new-build homes, not manufacturer defects in fittings. This felt like a deliberate attempt to deflect responsibility and frustrate the resolution process.

For a manufacturer that positions itself as a premium and reputable brand, it is entirely unacceptable that a product fails just as the warranty expires. A five-year lifespan may satisfy legal obligations, but it strongly suggests the product is engineered to survive only the minimum term, not a sign of quality or confidence in one’s own workmanship.

Worryingly, this is not an isolated case. Numerous neighbours on the same estate have experienced identical failures with the same model, all around the five-year mark. This (in my opinion) clearly indicates a recurring issue and a likely design or manufacturing flaw, one that Vado appears reluctant to acknowledge. The fact that this model has since been discontinued, in my view, speaks volumes.

Vado’s dismissive stance, combined with irrelevant and obstructive documentation demands, reflects poorly on their customer service, product quality, and overall accountability. I will not be purchasing from Vado again, or from any other brand under the Norcros Group umbrella, and would strongly advise others to think twice before trusting a brand that markets itself as premium, but delivers the bare minimum

I bought a new shower and there were a couple of shrouds missing.
Adam was extremely knowledgeable and helpful and once I’d sent a couple of photos Adam was able to identify the parts and send them out to me.
After the initial phone call Adam answered the follow up emails immediately and the whole process was very efficient and easy for me.
Well done Adam and Vado, great customer service.

Lucy, who I dealt with, was really helpful and responsive. Top service.

In my utter stupidity, I threw away the tiny silver caps that cover the grub screws on my Vado ‘ Stem’ shower valve. A quick call to a lovely lady called Lucy and all was dealt with very quickly. The customer service at Vado reminds me a lot of Octopus, I have purchased many Vado items and up to now ( 10 Years) have had zero issues. They manufacture high quality items, which rarely go wrong and it appears the only time contact is needed, is when you throw important items away :(. Thank you Lucy for the quick response.

I phoned Vado Customer Care with a problem on a neighbour's tap which I believe was about 16 years old. I wasn't over hopeful that they would be able to help me but then I didn't reckon on getting through to Lucy!
She carefully listened to the problem and then started to search her archives (Google!) to try and find the tap model and the information I needed. It wasn't a quick job and to save me hanging on the phone she promised to phone me back....WHICH SHE DID!
Lucy had gathered up the information including external links to the parts I needed and then emailed it all to me.
All this done in a really friendy manner.
If Lucy is a reflection of Vado as a company I would recommend them without hesitation.
A rare young lady in my long experience of dealing with a variety of companies.

Wonderful service by Lucy - great person to talk to and totally explained everything very clearly.
I wouldn't hesitate to come back for more information if I needed it .
Great member of staff and asset to the company .

Be very careful not to buy a product that’s too specific.
Seven years ago, I bought 7 IDE showers for over €3000 with electronic two-way valve systems that failed.
The product was discontinued, and no spare parts are available.
The only solution is to remove all the tiles and install something else.
The warranty was 5 years — it failed in the 6th year after installation.

Daryl delivered the highest standard of customer service. He was patient courteous and listened to my problem, understanding and resolved the situation in a very professional manner.

I'm absolutely thrilled and delighted with the level of service, swift response and action taken by the product support team at VADO. A special thanks to Shaun in their product support team as well, who has always gone above and beyond to ensure a swift resolution is delivered. When things have gone wrong, which is only natural, VADO have provided the highest level of customer service and supported with replacement parts whenever they are needed. There are no complaints from me at all.

I purchased a house which had been fitted with Vado shower systems during the build. After 7/8 years all three of these supposed high end showers stopped working. They are fitted showers and require a substantial amount of work to change. Vado discontinued the item and numerous neighbours have had similar issues. The CPU diverted freezes and the design does not allow repair. A whole new unit is required. Vado denies it discontinued the model due to these problems and refuses to fix them. A tough it’s not our problem approach. Shoddy product and complete disregard for its short comings.
Vado comments about this being escalated as resulted in the same lack of action. I still have 3 showers that have failed, no ability to replace parts and no availability to replace the cpu. I now need 3 whole new shower systems in a house only built in 2017.
Poor design, poor company morals they don’t care about their products or customers AVOID them.