VPZ - Stevenage Avis 

3
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TrustScore 3.5 sur 5

3,5

64 Queensway, SG1 1EE Stevenage, GB

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À propos de l'entreprise

  1. Magasin de cigarettes électroniques
  2. Magasin de batteries
  3. Magasin de vaporiseurs

Écrit par l'entreprise

VPZ began in 2012, when our founders, eager to quit smoking, discovered that vaping was the only method that truly helped them kick the habit. Quitting smoking - especially alone - is no easy feat, and this was the spark that ignited the VPZ journey. What stood out to our founders while switching to vaping was the poor customer experience, limited availability, and lack of choice when sourcing liquids and coils. Motivated to help others quit smoking and aware that there were around 12.4 million smokers in the UK at the time, they opened the first VPZ store in Leith, Edinburgh. Their goal was simple: to help the local community make the switch, provide exceptional customer service, and spread awareness about vaping across the UK. Today, the evidence supports vaping as a powerful tool in the NHS stop-smoking strategy. While the well-known “95% less harmful” figure comes from a 2015 Public Health England review. Recent statistics show that around 5.5 million adults in Great Britain now vape, including roughly 3 million ex-smokers. Over the past five years, approximately 2.7 million people have quit smoking using a vape. In fact, the number of vapers now exceeds the number of smokers, with 5.5 million vapers compared to 4.9 million current smokers. Yet public perception still lags: studies show that 85% of smokers in 2024 underestimated how much less harmful vaping is, often believing it to be as harmful - or more harmful - than smoking. Educating smokers about the reduced risk could help more people make the switch. Our mission remains to assist those who want to quit smoking and support existing vapers on their journey. We do this through excellent customer service, an incredible range of products, cutting-edge technology, and local accessibility via stores across the UK. VPZ is still a family-run business with our headquarters in Edinburgh. Since opening our first store in Leith in 2012, we’ve grown to over 190 stores nationwide - and we’re not stopping there. Once recognised in the Virgin Fast Track 100 as Scotland’s fastest-growing business and 24th fastest-growing in the UK, our aim is to continue expanding until there is a VPZ on every high street, helping communities across the country make the switch to e-cigarettes. We pride ourselves on the expert knowledge and customer service of our vape store staff, who are always happy to help new and existing vapers find the right products to stay on their journey to becoming cigarette-free. Many of our team have been through the journey themselves, so they truly practice what they preach. You can rest assured that you’ll receive top-notch service at any VPZ store. All our Store Managers and Assistant Managers undergo rigorous product and service training before assisting customers. Great customer service, in-depth knowledge, and a genuine passion for vaping are at the heart of everything we do. We strive to provide expert advice and always recommend products that best meet our customers’ individual needs. When visiting any one of our VPZ stores across the UK, you can expect the biggest range of e-liquids nationwide and the best vaping devices on the market. Not only do we stock the hottest e-liquid brands from around the world, but our sister company, Absolute E-juice also create and manufactures our own brand e-liquids such as Self Juice. This is all done with meticulous care and attention at our state of the art production facility right here in Edinburgh and we utilise our staff to help create these flavours, why wouldn’t we. This means we can guarantee the best quality eliquids to every VPZ customer. All of this is crafted with meticulous care at our state-of-the-art production facility in Edinburgh, where our staff are actively involved in developing new flavours. This hands-on approach ensures that every VPZ customer receives e-liquids of the highest quality. So why not pop in-store today or browse the range on our site and make sure to follow us on Facebook, Instagram and X for all of the latest updates!

VPZ

Écrit par l'entreprise

The Vaping Specialist
VPZ is the UK's leading vape shop. Visit us in-store or online for the best deals on e-liquid, vape kits, mods, tanks, coils and more. Free next day delivery and click & collect are available across the UK. VPZ started in 2012 when the owners, who had a desire to stop smoking, tried various ways to switch from cigarettes and found that vaping was the only thing that helped them kick the habit. We now have over 180 vape stores across the UK, with more store openings on the way.

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3,5

Moyen

TrustScore 3.5 sur 5

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3,5

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299 avis reçus au cours des 12 derniers mois

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Noté 1 sur 5 étoiles

Fault witnessed in store, yet I was still refused an exchange

This version is stronger and includes the fact that customer support ultimately backed your position:

Absolutely appalling customer service at VPZ Stevenage, and easily one of the most embarrassing retail experiences I have had.

I visited the store because my device was leaking liquid and I wanted the issue resolved. John actually saw the liquid coming out of the device himself, and I wiped it off in front of him. Despite physically seeing the issue, I was told that because the device still vaped, it was apparently working fine and there was nothing he could do.

I found this response completely unacceptable. A device leaking liquid is clearly the reason I had taken the time to return to the store in the first place, yet there seemed to be absolutely no interest in resolving the problem.

After contacting VPZ customer support directly, they could not understand why the device had not simply been exchanged in store as promised. I was also informed that replacing the device would not have resulted in a loss to the store because they are credited for the faulty item.

The situation became even more embarrassing when customer support advised that they needed to email the Stevenage store to make it clear that John should not assist me further, and to instruct the store to exchange the device when I return.

I should never have had to contact customer support and escalate something this straightforward just to receive the resolution that should have been offered during my original visit.

To make matters worse, I also had to pay for parking to visit the store, which is now an additional cost I cannot recover, and I will have to make another journey back purely because the issue was not dealt with properly the first time.

For a specialist retailer, the whole experience was incredibly disappointing. I arrived with the device, the original box and a genuine fault which was actually witnessed in store, yet I still left without a resolution.

Customer support have thankfully stepped in and arranged for the exchange, but the fact they have had to specifically contact the store and request that another member of staff deals with me says everything about how poorly the situation was handled.

First experience with VPZ Stevenage and definitely my last. One star is generous.

14 septembre 2026
Avis spontané
Logo de VPZ - Stevenage

Réponse de VPZ - Stevenage

Thank you for taking the time to provide detailed feedback regarding your recent experience at our Stevenage store.

We are sorry to hear that you left feeling disappointed and frustrated. We appreciate how inconvenient it can be when an issue with a device is not resolved to your satisfaction during your initial visit, particularly when this results in additional time and effort on your part.

At VPZ, we aim to provide helpful, professional, and consistent service to every customer. It is therefore concerning to learn that you felt your concerns regarding the leaking device were not addressed appropriately. We understand your frustration at having to contact our Customer Support team and make a further journey to the store before a resolution could be arranged.

We are pleased that our Customer Support team was able to assist and organise a replacement; however, we recognise that this does not change the experience you had in store. Your feedback has been shared with the relevant management team, and the circumstances surrounding this interaction will be reviewed to ensure our policies and customer service standards are being applied consistently.

We value all customer feedback, as it helps us identify opportunities for improvement and enhance the service we provide across our stores.

Thank you again for bringing this matter to our attention, and we apologise for the disappointment caused.

Noté 5 sur 5 étoiles

Amazing customer service

Leighland was wonderfully helpful, listened to my confused questions, made me feel very welcome and found a vape exactly to my needs. The other employees were very friendly too. Id recommend this store to anyone.

1 septembre 2026
Avis spontané
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Réponse de VPZ - Stevenage

Artemis Palmer,

We are thrilled to hear about your wonderful experience and that our team made you feel so welcome. It's fantastic that you found exactly what you needed with our help. We truly appreciate your recommendation!

VPZ

Noté 5 sur 5 étoiles

Been coming here for 4 years never had…

Been coming here for 4 years never had a bad experience. The workers are always friendly, know what we want and give us 10/10 customer service.

I would 100% recommend this vape store !!

27 août 2026
Avis spontané
Logo de VPZ - Stevenage

Réponse de VPZ - Stevenage

Georgia Towle,

We are absolutely thrilled to hear about your consistently positive experiences over the past four years! It's wonderful to know that our team's friendly service and ability to anticipate your needs have made such a lasting impression. We truly appreciate your strong recommendation!

VPZ

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