Vorwerk - Thermomix & Kobold UK and Ireland Reviews 390

Very disappointed – Thermomix TM7 not worth the money & misleading customer service

I am extremely disappointed with both the Thermomix TM7 and Vorwerk’s customer service.

For such an expensive product, the performance is unacceptable. Food constantly sticks to the bottom, even when following the official recipes exactly. Many of the guided recipes are poorly balanced – overly salty and too liquid, requiring constant manual adjustment. For a device that is supposed to “do everything for you”, this completely defeats the purpose.

The biggest issue, however, is the misleading and unfair return policy. Several advisors explicitly told me that during the winter period the return window was extended, which influenced my decision to keep testing the product. When I finally requested the return, I was refused, with no accountability for the incorrect information provided by their own staff.

This feels dishonest and unprofessional. For a premium brand, the lack of transparency and refusal to take responsibility is shocking.

I strongly advise people to avoid this company. In my experience, the product does not justify the price, and the customer service is unreliable. Overall, it feels like a big scam wrapped in premium marketing.

I am sharing this review to warn other potential customers about my experience with Vorwerk / Thermomix UK.

Despite the TM7 being marketed as a premium, high-value product, the customer service experience has been fundamentally inadequate. Delivery expectations communicated at the point of sale were not met, and there was no proactive, reliable, or transparent communication regarding delivery status.

More seriously, after multiple formal complaints and escalations, there was still no meaningful human response. I received only automated acknowledgements, with no explanation, ownership, or accountability. This is not a one-off delay, but a systemic customer service failure.

I want to be clear that my sales consultant acted professionally and made genuine efforts to assist. However, even internal escalation through their own sales consultant failed to prompt any response from customer service. When a company’s own staff cannot obtain a response on behalf of a customer, it demonstrates a serious breakdown in internal processes.

For anyone considering a high-value purchase, you should be aware that if an issue arises, you may be left without support or timely communication, regardless of how many times you escalate. This level of service is wholly inconsistent with the premium brand image Vorwerk promotes.

Based on this experience, I cannot recommend Vorwerk or Thermomix UK.

Stay clear of this expensive hoover had 2 and dont last more than 2.5 yes, friends finding same...

All you can do is bin them mose expensive hoover in world!!

Great when work....only

Insurance companies don't insure them. D&G refuse too as they are so rubbish once broken

Warranty only lasts 2 yrs

Beware!!!!

I am writing this to warn anyone considering a purchase from the Vorwerk Group. This company has proven that their word means nothing. After acquiring Neato Robotics, Vorwerk explicitly promised the public and loyal customers that they would maintain cloud services and app support until at least 2028.
They lied. In late 2025, Vorwerk prematurely shut down the Neato servers, three years ahead of schedule. My expensive Neato robot, which is still in perfect mechanical condition, has been stripped of its "smarts." I can no longer use the app, set schedules, use "no-go" zones, or see cleaning maps. It is now a glorified manual floor sweeper.
This sets a terrifying precedent for all their other brands. If Vorwerk is willing to pull the plug on Neato users to save on server costs, they will eventually do the same to Thermomix or Kobold owners. Once they want you to upgrade to a newer model, they can simply disable the software on your current one.
Before you buy, know that Vorwerk Group owns and operates:
Thermomix® / Bimby® (The "smart" kitchen appliance and Cookidoo® platform)
Kobold / Folletto (High-end vacuum cleaners and floor systems)
Nexaro (Commercial cleaning robotics)
akf group (Banking, leasing, and credit services)
Vorwerk Ventures (Major investors in startups like HelloFresh, LILLYDOO, Thermondo, and Everdrop)

I’ve ordered knife part for my thermomix on 18 of November 2025. Till this day (45 days later) I still haven’t got it. I was left with broken thermomix for Christmas as Customer service refused to act and investigate where my parcel is. Eventually they agree to send a second package but that never happened. I’m trying to get my refund but no one responds to my emails. I’m forced to through fraud transactions process with my credit card to get my money back. This is not a premium product, this is not premium service. What happened to you Vorverk ??? From the company build on the quality products to scammers?

I have been a Thermomix owner for 15 years! The Tm5, Tm6 and now the Tm7.
As a chef I have had them in my commercial kitchen, I have had to send the tm5 back twice to get the scales recalibrate, this was so awful to not have it while it was being mended, but so worthwhile when it came back.
In the ladt two years I have been an advisor for Thermomix and I just love spreading the word about how much fun I get from using all my Thermomixs, not a day goes by that I don't use it, if you'd like to see one before you buy, get in contact with the customer services and they will put you in contact with someone like me! We travel to your house, set up our Thermomix, put our apron on and you do the cooking!

I own a Neato vacuum robot from this company. Now Vorwerk decided to pull the plug on the app that is needed to operate it, rendering these robots essentially useless. They also sell Thermomix and Kobold #koboldparts. Be aware if you're planning on buying these products.

I have been a loyal Vorwerk customer for more than 6 years, and I always believed this was a company you could trust. Sadly, my recent experience has shocked me and completely changed how I see them.
The delivery of my Thermomix equipment was an absolute disaster. The DPD driver never came into my building. He took a photo from outside, didn’t even try to deliver the parcel, and then drove away. I ran outside and tried to stop him, but he still left. I have clear video footage showing exactly what happened, and I even sent this footage to Vorwerk.
What shocked me even more is that moments after this failed attempt, I received a message saying my parcel had been delivered — when it clearly had not. It felt dishonest and careless.
What hurts the most is the silence from Vorwerk. I contacted them, sent the video proof, and expected help or at least a reply. But I heard nothing back. After six years of loyalty, this is deeply disappointing.
A company like this should take responsibility for the bad service of the companies they choose to work with. When they trust another company with expensive equipment, they should make sure the service meets their own standards. Right now, that is clearly not happening.
I never expected such behaviour from a brand that claims to care about its customers. At this point, I am seriously questioning whether I should ever buy Thermomix equipment again if this is the delivery service they allow and they don’t even respond when something goes so wrong.

If you buy a Thermomix you have to be aware that the company is practically also forcing you to a yearly Cookidoo subscription to be able to use the machine’s full functionality. The yearly subsription is increaing about £10 every year, currently it is £60. You will have to fork out the money you bought the machine for all over again. Over the years it will cost you 100s of pound. They don’t really emphasise this when selling you the machine. Oh, and they so called “customer service” is an AI chatbot who goes around in circles repeating the same generic answers all over again. They did not even bother to teach their AI properly.

Bad customer service. Had lots of issue since receiving my tm7. All I receive is gaslight, being ignored and bad experience! Will go legal

I received my very first TM7 thermomix in July 2025.
In Nov 25 after grating some Parmesan cheese an error appeared.
I contacted customer service and was advised to send it back to have it looked at, I was sent a box and label to return the item, which I did.
On return I got a message from DPD on the morning of it being returned, it stated they would deliver my parcel between 11.30-12.30 that morning.
I cancelled my plans and waited for delivery. Only to find out the item was delivered to another address and left on someone else’s doorstep for anyone to take.
I found this very stressful and I’m very disappointed that a machine costing £1.249 has had a fault after less then 6 months old, it’s been repaired, on its way back to me it and was delivered to the another address.

I called Customer Services only to be left hanging on the telephone phone for 15minutes, so I hung up as this issues has taken up my whole morning..
I am now so dissatisfied with the whole experience..

After eventually getting my machine back, on inspection of the TM7, there was no report of the fault in the box.

I had to email CS to get the information on what the faulty was. I was informed that the cable had to be
replaced with no other explanation

My machine is less than 3 months old and CS are unwilling to replace it. But we’re quick to accept my cash.

I wanted to give it some time before sharing my opinion, but after using the TM7 for a while, I have to say I’m a bit disappointed. It feels like every time a new model comes out, something good from the previous one disappears.

The new lid design looks nice, but in practice, it’s harder to clean and not very convenient. The space between the blade and the base is smaller now, which also makes cleaning trickier, and the blade itself doesn’t seem to have the same quality as before.

The bowl is another downside for me — the metal seems different from the TM5’s, it stains quite easily, and no matter what I cook or how carefully I wash it, the smell tends to stick around.

It’s a lovely machine overall, but if I’d known these things beforehand, I honestly think I would’ve kept my TM5.

I bought the Vorwerk VB100 Nov 2022, premium priced + £800, trusting the brand.
14 months later the batteries failed and it took months to resolve, no support.
Now a vital brush has broken - Vorwerk UK customer service eventually said the model is discontinued, with no parts available, I should look at "3rd party suppliers" (referring to ebay's single price inflated posting). He also only gave the contact to Vorwerk Germany, who couldn't help and supplied me with an Irish website and email, which has ceased to exist.
Model and parts, however, are still sold by Vorwerk Germany. They do not to ship to UK customers.
This means UK customers are left with an +£800 vacuum that can no longer be used - while the same model continues to be supported elsewhere in Europe.
It’s an unfair, double standard by this company, that leaves loyal customers stranded.
If you have this model, please share your experience (dates, part failed) and Vorwerk responses.
To help track responses, please include the word “KoboldParts” in your reply. I am collecting cases to share with consumer journalists and watchdogs.

I had a problem with my brand new TM7 and called and spoke to Robert Chapman in the customer care team who was super helpful, arranged a next-day uplift of faulty machine, and a new one to be sent out 3-5 days. Excellent service.

I am very happy with the service provided by the Vorwerk team – everything was handled quickly, efficiently, and with great professionalism. A special thank you goes to the wonderful consultant Jurgita Axelson (ID 179961) , from whom I am now buying my second Thermomix. She is always kind, helpful, and provides excellent advice. Overall, I am extremely satisfied and can highly recommend both the team and Jurgita!

I had an issue with a change of name and it was dealt with immediately - I am very happy 🙏

It gives me great pleasure to be able to comment on the excellent service I have just received from Robert Chapman at Vorwerk regarding a problem with my TM5 Thermomix - after 8 years of faultless outstanding use. The problem has been dealt with in the most professional and speedy manner from pick-up to return. I was constantly kept in the loop and cannot rate the Customer Care Team highly enough. Thank you Robert. Kind regards to All at Vorwerk Carol C

I share this review as a truthful and honest reflection of my experience, in the hope it helps other potential buyers make an informed decision.

I was genuinely interested in buying a Thermomix and started researching it online. I quickly realised you have to request a demo on their official website; you can’t just purchase one directly.

What I later learned is that these representatives are actually customers who have opted into a scheme where they earn commissions, reportedly around 10–15% per sale, and can receive a free Thermomix after selling four TM7 within 90 days. This commission-based system likely explains the high-pressure sales tactics I experienced.

When I submitted my details through the demo request form on their website, I did not expect Thermomix to share my name and email with individual customers acting as independent sellers.

This lack of transparency about how my personal information would be used made the whole process feel invasive and unprofessional.

After filling out the demo request form, I was contacted by one such representative. I received three text messages, three phone calls, and an email from the same person over just two days. It felt more like a sales ambush than a helpful interaction, and it put me off straight away. I eventually blocked them on both my phone and email.

I also saw the newly released TM7 listed on the second-hand website Vinted, using the same promotional images and delivery claims as Thermomix’s official site. That listing was later removed and then reposted under a different seller name. This raised questions for me about whether some customer-representatives might be reselling via unofficial channels to meet sales targets.

Even more concerning is that some of these customer-reps have reportedly misled potential buyers to secure a sale. I read reviews where customers were reportedly told no new model was coming despite the TM7 being on the horizon. This kind of behaviour, whether due to desperation or a desire to earn commission, is extremely disappointing and only reinforces how flawed this sales model is.

I’m sure the machine itself works well, and I know many people love it. But the whole buying process from being pressured by a customer-representatitive to the unclear sales channels left a bad impression on me. I decided not to go ahead with the purchase.

16/09/25: RESPONDING TO YOUR REPLY
Thank you for your reply. I completed the requested form, which you acknowledged receiving. However, the form stated that failure to complete it could result in my review not being recognised as genuine and potentially removed. This felt like undue pressure and raises serious concerns about how customer feedback is managed. I also note that I was required to reveal my name and phone number, which further adds to my concerns about privacy and data handling.

My concerns remain not about the product itself but rather the lack of transparency in your sales model and how my personal data was shared with a customer-representative without my clear consent. I also experienced pressure through multiple unsolicited contacts.

These contacts came via personal mobile numbers and private email addresses, rather than official Thermomix communication channels, which felt unprofessional and raised serious concerns about how my information is handled.

If Thermomix appoints these advisors to represent the brand, it is the company’s responsibility to properly vet, train, and monitor them. Potential customers should not be contacted through personal channels without explicit, informed consent.

I have also read reviews from other customers who were reportedly misled by advisors, for example, being told no new model was coming when the TM7 was already about to launch. Whether due to sales pressure or lack of oversight, this damages the overall customer experience. It concerns me that Thermomix allows customer-reps to act as salespeople without clear oversight to verify their statements or correct misinformation.

I note that your original response has since been edited to reference your Privacy Policy. However, under GDPR, merely linking to a policy is not sufficient. Consent must be explicit and informed, especially when personal data is shared with third-party individuals using private phone numbers and email addresses. This was not clearly disclosed at the time I submitted my details and remains a serious concern.

I sincerely hope Thermomix reviews how it trains and monitors its advisors, as the product deserves a better reputation than its current sales process provides. In 2025, a great product shouldn’t need this kind of sales model to succeed.

Excellent service, I appreciate great communication and quick resolution of my query

Hi. I received my TM7 recently and I am still studying :) In particular, how to make cookido work with Thermomix; Since when you buy it you have a month of trial with Cookidoo and if you subscribe to the subscription you have 3 months, I wanted to know if making the subscription I would have lost the first month so I contacted the customer service and Robert Chapman (which I want to thank for the speed of the reply), assured me that the three months of subscription will start at the end of the first month of trial ... isn't it fantastic? 4 months free of recipes from practically all over the world.