Every time I visit VPZ Swansea I get to have a great friendly service from Cloe with a welcoming smile . Nothing is to much trouble to assist me with my purchase. She always has a bright and friendl... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Asked for 50/50 for my vape, got recommended S - Elf juice, never thought of looking at the bottle got home mixed in the nic shot tried it wasn't like my normal e-juice looked at the bottle 70/30!! Do... See more
Company replied
Every time I visit my local shop in fort william they are brilliant very helpful and knowledgeable of products. There service is really good. Its so good that they have the try before you buy testers... See more
Been a while since I visited this store. Didn't really know what I wanted, and I asked lots of probably unnecessary questions. The two lovely staff members, Dominque and another lady answered everyth... See more
Company replied
Company details
Written by the company
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!
Contact info
1 Huly Hill Rd, EH28 8PH, Edinburgh, United Kingdom
- 0131 322 8888
- support@vpz.co.uk
- vpz.co.uk
3.8
Great
16k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 72% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from VPZ
Hi There,
We're thrilled you found our service brilliant and our website easy to use!
Your positive feedback means the world to us and motivates us to continue providing excellent experiences for our customers.
Thank you,
VPZ
Reply from VPZ
Hi Oscar,
We appreciate you taking the time to share your feedback. We're thrilled to hear that your experience was good and that you plan to use our services again.
Your satisfaction is important to us, and we're always striving to improve. We hope your next experience is equally positive.
Many thanks,
VPZ
Knowledgeable staff at the Kendal store…
Knowledgeable staff at the Kendal store from Fin and Dave
Sorted my problem with my current device.
Great friendly guys
18 January 2025
Unprompted review
Reply from VPZ
Hi Carol,
We're thrilled to hear about your positive experience at our Kendal store! It's wonderful to know that Fin and Dave were able to assist you with your device issue.
Their expertise and friendly approach are truly appreciated, and we'll be sure to share your feedback with them.
Thank you,
VPZ
Super friendly and helpful staff
Alex was extremely helpful and knowledgeable, and helped us make an informed choice. Credit to the shop
16 January 2025
Unprompted review
Reply from VPZ
Hi Karni,
We're thrilled to hear about your positive experience!
It's wonderful to know that you found Alex to be so helpful and knowledgeable.
We truly appreciate you taking the time to share your feedback, and we'll be sure to pass along your kind words.
Thank you,
VPZ
Alex was lovely when serving me
Alex was lovely when serving me, great attitude a good laugh and made sure i got the best deals. £26 on liquids, sorry no i also got pods x
but in all seriousness please grab a loyalty card and spend all ur pay here theyre all lovely staff and deserve a pay rise. far too good at their job because they convince me into liquids ive never even thought of before.
i will be back next month as per usual, thanks Jasmine.
16 January 2025
Unprompted review
Reply from VPZ
Hi Jasmine,
We're thrilled you had such a positive experience!
It means the world to us that you enjoyed your visit and found Alex to be so helpful and friendly.
We truly appreciate you taking the time to share your feedback, especially your kind words about our team's dedication and service.
Thank you,
VPZ
Lovely expierience with Alex today
Lovely expierience with Alex today! Knows what he's talking about, very helpful and supportive and a good sales man. Great hanging around and having a giggle too ☺️
16 January 2025
Unprompted review
Reply from VPZ
Hi Ashleigh,
We're thrilled you had a lovely experience!
We appreciate you taking the time to share your positive feedback. It's wonderful to hear that you found Alex knowledgeable, helpful, and supportive.
We're delighted he made your visit enjoyable and that you had a good laugh together.
We strive to provide excellent customer service, and your comments are a testament to our team's dedication.
Thank you,
VPZ
The juice I ordered online for click…
The juice I ordered online for click and collect was out off stock when I got to the store. The two gentlemen their were really nice and they sorted me a like for like off tbe same brand. The star review is not for them but for the company.
15 January 2025
Reply from VPZ
Hi There,
Thank you for sharing your feedback. We're really sorry that the juice you ordered was out of stock when you arrived at the store.
While we're glad to hear the staff was able to assist you with a suitable replacement, we understand your frustration with the initial issue.
We truly appreciate your understanding and will work to improve our inventory management to prevent this from happening in the future. Your feedback is valuable, and we hope to serve you better next time!
Thank you,
VPZ
Much better than the last one.
14 January 2025
Reply from VPZ
Hi Jackie,
We're happy to hear that this experience was much better than your last one!
We truly appreciate you taking the time to share your feedback. It means a lot to us to know we're making improvements and exceeding expectations in some areas.
We hope your next experience with us will be even more positive.
Thanks again,
VPZ
Don't use online service
Have used VPZ for a long time. Products are good and the staff in stores excellent. However, I would strongly recommend not shopping online with them. I have received an incomplete order (missing items £40) and when contacted i found them unhelpful. They will not send the items i have already paid for until they have an investigation. It isn't the first time. I won't be going through this again.
13 January 2025
Unprompted review
Reply from VPZ
Hi Matthew,
Thank you for sharing your feedback with us.
I’m truly sorry to hear about the issues you experienced with your online order.
I’m glad we were able to resolve the issue, and I sincerely hope this experience won’t deter you from shopping with us in the future.
We truly appreciate your long-time support and value your input as we work to improve.
Many thanks,
VPZ
VPS Kings Lynn
Whenever I go into VPS, Kings Lynn I am always greeted with a big smile from a lovely lady called Nikki. Always very helpful and a pleasure to see.
6 January 2025
Unprompted review
Reply from VPZ
Hi Oxby,
We're pleased to hear about your positive experiences at our Kings Lynn store!
It's wonderful to know that Nikki's warm welcome brightens your visits. We'll be sure to pass along your kind words to Nikki.
Many thanks,
VPZ
Always amazing service and recommend!
Always amazing service and recommend!
31 December 2024
Unprompted review
Reply from VPZ
Hi Carolyn,
Thank you for your kind words! We're thrilled to hear you had a positive experience and appreciate your recommendation.
Many thanks,
VPZ
Samuel and Kate in the Rutherglen store…
Samuel and Kate in the Rutherglen store were friendly helpful and knowledgeable gave great personalised service
21 December 2024
Unprompted review
Reply from VPZ
Hi Iain,
We're thrilled to hear about your positive experience at our Rutherglen store.
It's wonderful to know that Samuel and Kate provided you with such excellent service. Their dedication to providing personalised assistance is truly appreciated.
Many thanks,
VPZ
Meg from the Grantham store was…
Meg from the Grantham store was incredible. She clearly knew her stuff and is very informative, as well as chatty and genuinely interested, to the point VPZ is going to be my new regular vape shop (which I haven’t changed in 6 years!) hats off to her
18 December 2024
Unprompted review
Reply from VPZ
Hi Bradley,
We are thrilled to hear about your positive experience with Meg at our Grantham store.
It sounds like she provided you with exceptional service and knowledge, making your visit truly memorable. We are committed to providing our customers with a welcoming and informative experience, and we are delighted that Meg's dedication has made you a loyal customer.
Thank you,
VPZ
The Derby store are always fantastic!
The Derby store are always fantastic!
The sincerity they bring to the table makes it feel like a community when you go in there, the way every shop should be.
Every single team member I've spoken to there seem like they've taken some sort of Charisma Masterclass, there's never a dull moment and there's always jokes cracking off every other sentence.
They're always quick to focus on *you*, by getting you the best deal, giving some masterful advice on your tastes, and never trying to push anyone out of their budget.
I'd love to compliment every team member there for their individual hard work and clear sense of responsibility and integrity to their jobs.
But also keep in mind, that it's all down to the manager on who he hires, and how he shapes the attitudes of his team.
17 December 2024
Unprompted review
Reply from VPZ
Hi Aidan,
Thank you for your kind words and for taking the time to share your experience. We are thrilled to hear that you have had such positive interactions with our team at the Derby store. It is wonderful to know that our team members have created a welcoming and community-oriented atmosphere for you.
We are proud of our team's commitment to providing excellent customer service and their ability to connect with customers on a personal level. We strive to create a positive and engaging environment where our customers feel valued and appreciated. We are happy to hear that our team members have been able to provide you with the best possible service and advice.
Thanks again,
VPZ
Alex and Elliot in Derby
Alex and Elliot are good lads always recommend me new flavours and tohave a little chat with. They are always welcoming to everyone walking in and do a good job.
18 December 2024
Unprompted review
Reply from VPZ
Hi Jayson,
Thank you for your kind words.
We're so glad you enjoy the friendly atmosphere and helpful recommendations. We strive to create a welcoming space for everyone, and it's wonderful to hear that Alex and Elliot are making a positive impact.
Thanks again,
VPZ
Mary's Mixes
I really enjoy visiting this store to buy my vape juices and coils in bulk.
Any time I've been in store the staff member Mary has been really lovely and helpful with her suggestions on new flavours to try, and she was very helpful in helping me decide what new vape to buy when I needed an upgrade.
Top quality customer service and an all round lovely person!
Five stars.
16 December 2024
Unprompted review
Reply from VPZ
Hi Andrew,
Thank you for your kind words about our store and Mary.
We are thrilled to hear you enjoy visiting us and appreciate Mary's excellent customer service. We strive to provide a welcoming and helpful environment for our customers, and we are delighted that Mary's suggestions and assistance have been so valuable to you. We are committed to providing top-quality customer service and appreciate your positive feedback.
Thanks again,
VPZ
⭐️Customer care is one of a kind, 5 star⭐️
Customer care in store and online is one of a kind, always so helpful, have time for you and make sure you are satisfied and comfortable with your purchases. Any time I have needed assistance whether it be in store to help with my device or online to query an order I am making, I’m treated kindly, respectfully, efficiently and professionally. Have shopped with VPZ for over 7 years and have never once been unsatisfied with their service and cannot say enough good things about this company. 5 stars a+++
17 December 2024
Unprompted review
Reply from VPZ
Hi Rachael,
We truly appreciate your kind words and loyalty.
It's wonderful to hear that you've consistently experienced exceptional customer care both in our stores and online. We strive to provide a positive and helpful experience for all our customers, and your feedback reinforces our commitment to delivering the highest level of service. Thank you for being a valued customer for over seven years!
Thanks again,
VPZ
Vpz derby store
I visited vpz in derby earlier this year to help me stop smoking. The experience and knowledge from elliot and Alex are second to none. They have been a massive support to me over the last 12 months and I have achieved my goal in quitting. These guys are amazing at what they do.
They always have time for questions and will support you with everything.
Well done to vpz
15 December 2024
Unprompted review
Reply from VPZ
Hi Adam,
Thank you for your kind words and for sharing your positive experience. We are thrilled to hear that you found our services helpful and that Elliot and Alex were able to provide you with the support you needed to achieve your goal of quitting smoking.
We are committed to providing our customers with the best possible experience and we are proud to have played a role in your success.
Many thanks,
VPZ
Alex was fantastic
Alex was fantastic. Great knowledge, great experience 💯
15 December 2024
Unprompted review
Reply from VPZ
Hi Rebecca,
We're thrilled to hear about your positive experience.
We appreciate your kind words about Alex's expertise and service.
Thank you,
VPZ
Alex was an amazing help
Alex was an amazing help, and a sweet person ! Thank you ! amazing service
15 December 2024
Unprompted review
Reply from VPZ
Hi Em,
We are delighted to hear that you had a positive experience. We appreciate your kind words about Alex and their service.
Thank you,
VPZ
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.