Our Taap Reviews 9,334

Steffan came out to install our water filter in St Albans, and he was incredibly patient and accommodating throughout the process, especially as we had to reschedule the appointment a couple of times.

His professionalism, both in the way he communicates and in the way he carries out his work, is second to none. He made the whole experience smooth and stress-free, despite the delays.

He is a real credit to the company.

The company and the products they sell are good, but unfortunately their financial team is very difficult to deal with. They are not flexible at all and would rather not get paid than show any understanding towards people in a vulnerable position. On top of that, their customer service team makes you wait around an hour on the chat, which is extremely frustrating.

Customer service negative 👎👎👎👎👎. I have informed to cancel subscription ending next month. But instead they want me to message again next month to inform that I am cancelling. I have done the same cancellation last year and as I was busy, I have not followed up on my cancellation so my contract got renewed. Now they want to do it again! I think its a scam for them to renew contract.

Adam G was brilliant and has fixed our machine and was early for the appointment as well

Engineer Shannon visited today to inspect my T7 machine after the hot water stopped working. He carried out a thorough check of the entire system, identified the issue, and resolved it efficiently.
Given that the machine was only installed in March 2026, it’s a little concerning that a problem occurred so soon. However, the most important thing is that everything is now working perfectly again.
Many thanks to Engineer Shannon for a job well done 👍

Very helpful and kind altogether a great service and brilliant customer service from Ezekiel.

Avoid like the plague… you will thank me later.

Originally purchased a virgin water system which our tap brought out the company, explained that I have moved house and the ex gf is taking over the contract as it’s her house.

Apparently as the contract had automatically renewed without my say so, I’m still having to pay for a system which is in my old home.

Shocking don’t even cover it.

Andy Arnott 07972 276242

Thank you Max for the good service 👍🏽

Max was on time, he texted 15 minutes earlier to let me know he was on his way, he was friendly polite he finished the job within reasonable time, he cleaned after himself and took his time to explain how the machine works .

EDIT - Fern from the Customer Escalation Team reached out following my review and asked why I wanted to cancel, when I explained what was happening she offered to send an engineer out but I explained that it wouldn't make sense to and we'd prefer to just cancel & she cancelled the account immediately with no further charges. Thanks again so much for your help, Fern!

We had out first machine in 2021 from Virgin Pure, that machine eventually came up with a radiator error and the entire thing needed to be replaced. We owned the machine & had a service contract on it, but at the time, Virgin Pure were difficult about this and were refusing to replace it, eventually that got sorted but it took many emails & phone calls.

We then got a new upgraded machine in 2023 & it's been fine up until recently, it's started to leak constantly, flooding our worktops, and will randomly come up with the same error code shown on the original machine, meaning it potentially needs to be replaced.

Since I, frankly, can't be bothered with the back and forth again of trying to get the machine replaced, I tried to cancel the filter contract as I'm planning on launching the machine as far away from my house as humanly possible, so no real need to continue to pay for the filters.

When phoning to try cancel this, I'm told that they've automatically signed me up for a 12 month contract and if I want to cancel, there will be an early termination fee and all of the remaining months will be required to be paid up front before cancelling. When pointing out, once again, that the machine is unusable and constantly leaking they offered to send an engineer out & 1 month of membership free (which is £20, which probably doesn't even cover the amount of kitchen roll it's taken to constantly dry the worktop) but since everybody in the household works outside of the house, that would mean having the day off of work just for an engineer to come look & potentially tell us it needs replacing and then having to take another day off for a new install, so I said I'd rather just cancel and was told that I'd have to pay the termination fee and remaining months.

I understand having some of these processes in place, but when the machine doesn't work as advertised and it doesn't make sense to keep it, then surely there should be some option to waive this.

It's a shame as the machine looks good and when it actually works, it's great, but all of the various issues we've had with Virgin Pure / Our Taap over the years just don't make it worth it and once this 12 month contract is over, it'll be cancelled instantly and never even considered again.

It was really easy to order online. There communication throughout was spot on - from initially placing the order- to the machine being delivered and fitted. There was a mix up with my contact number- however the engineer -Adam S - was fantastic - he came back to fit the machine promptly, he was polite and worked efficiently. Adam S also took plenty of time to explain how to use the machine - he even gave me a call a few days later to see how we were getting on.

Chiqui Is amazing very kind and nice very helpful 5* customer service

Day 1 of installation no engineer, no updates, no contact. When I called 3x and them knowing the service was poor I still had to keep chasing them no calls back or urgency. No priority, no attempt at recovering standards. One girl left me on hold for 40 mins after I expressed my disscontempt. Yet, we’re expected to enter a 24 month contract with that.

Really great product! Really pleased with our engineer Adam S was friendly snd professional! Really pleased!

I’ve been a customer since this company was Virgin Pure, and for years I was really happy with both the product and service. Unfortunately, my recent experience has been very disappointing.

After moving to a new flat, an engineer visited over a month ago to reinstall my water filter. However, the installation couldn’t be completed due to unusually sized pipes, and I was told they didn’t know how to proceed. Since then, I’ve received an email saying my case is still open, but I’ve had no clear updates or resolution.

In the meantime, I’m left with a water filter I can’t use, I’m still being charged monthly for filters and care, and I’ve had to spend extra money on bottled water.

I would really appreciate a clear plan and timeline for resolving this issue, or a pause in charges until the machine is operational again. This level of service is not what I’ve come to expect.

She is so kind and know how to talk to customer. I really appreciate your patience today.

Nice Service and fast too .chiqui was so good 😊 she put me through everything & explain every detail .just got my installed today great service

Very friendly and easy Ezekiel was very helpfull

Ezekiel was brilliant and very kind and helpful

Adam G. was the technician who install our machine. He was very polite,professional and quick ,answering promptly at any of our questions.

Spoke Ezekiel, very friendly and helpful. Help me rejoin & set up my new account.thank you Ezekiel.