Vorwerk Group Reviews 

Bought their vacuum robot product and the company just decided to no longer support it and brick the vaccuum without offering a refund

Vorwerk is ending support for the Neato platform, and with it the app functionality.

Without the app, the product becomes almost useless. The app is a fundamental part of the product itself, and discontinuing it effectively means you have "cut the product in half".

So what are customers supposed to do with a device that still functions in principle, but has been crippled by software decisions?; Just throw it away?

Shame on you, Vorwerk.

I own two Neato robotic vacuums that work perfectly. I’ve recently invested in new filters and rollers. Despite Vorwerk’s promise of five years of support when they acquired Neato, they’re now shutting down cloud services, rendering the app functionality useless.

Their email attempts to frame this abandonment as being for my benefit - protecting “my data, my safety, and my trust.” This is insulting. If they genuinely cared about customer trust, they wouldn’t be breaking their explicit five-year commitment.

The claim that “cybersecurity standards” make it impossible to maintain these systems is difficult to accept. Other companies manage to support older products securely. This feels like a cost-cutting decision dressed up as concern for customers.

I now have two expensive vacuum cleaners that are reduced to basic functionality - just pressing a button for a full house run. All the smart features I paid for are being taken away through no fault of my own.

Vorwerk inherited a customer base when they bought Neato. They made promises to that customer base. Now they’re walking away from those promises while my perfectly functional robots are being turned into expensive paperweights.

If you’re considering any Vorwerk product, remember this: their promises aren’t worth the email they’re written in.

Vorwerk owns Neato Robotics, Thermomix and Kobold and decided to pull the plug on the app that you need to control your Neato robot. So now I have a worthless vacuum robot. Be aware what you buy from this company, they can (and will) render it worthless when they don't feel like keeping a simple webserver online to save some money.

I bought a tm7, after two months it broke down, I wanted to return it under warranty, they didn't reply for 3 weeks, and when they did reply, they wrote that I had to go to the service center 200 km away

I have been a loyal Vorwerk customer for many years, but my recent experience has completely changed my opinion. The delivery service was extremely poor, and when I tried to contact customer support, I received absolutely no response. It was frustrating and disappointing to be ignored after so long supporting the company. Because of this lack of care and communication, I will definitely not be buying anything else from Vorwerk in the future.

Vorwerk acquired Neato robotics and pulled the plug on the app. Making the vacuumcleaner that worked just fine completely useless in our home.

They promised 5 year support in 2023 and pulled the plug in 2025. So not only didn't they hold up to the promise, but no compensation whatsoever is offered.

Also they don't care or offer any kind of compensation for the ecological damage of all the vacuumcleaners people have to replace unneccessary.

You only get a standard reply that doesn't address the issues raised. Vorwerk points to Neato support but it is Vorwerk's company and their decision.

Never buy from this unreliable company!

They promised 5 years of Cloud Services and support for Neato products and discounted support with ZERO notice to consumers after 3. Bad for business.

Appalling customer service. As an English speaker living in France I was told if I purchased it I’d be able to change my language to English. There is no option. Nobody has gotten back to me after weeks and weeks of reaching out. There’s no solutions given and so I am completely stuck with an unusable device that I paid almost $2000. The customer service is really bad.

This company does not care about its legacy customers and obligations. Stay away.
November 15 they shut down all accounts of an acquired vacbot manufacturer, effectively rendering Neato branded machines worthless.
I am never, ever buying anything from Vorwerk. How could I ever trust them?

Vorverk aquired Neato robot vacuums. Appereantly they promised support until 2028. Instead they cut support abruptly. They didn't inform their customers. I had to read it from a news article. The first direct communication was to inform my smart robot is now dumb.

If I'd heard anything earlier, I wouldn't have invested money in to repairing the robot just a month before. Now it is useless.

Despite pleas, Vorverk hasn't given the community any way to support the robot themselves. Releasing the server code or the API documents would allow the community to make local servers to use the robots untill the end of their useful life. Now, instead they are turned into e-waste.

Vorwerk/ Neato
Bought a £650 neato robot hoover and now they have removed the app function. So I can’t use my Hoover app. A lot of money to spend and be told no longer functioning.
Very very poor. Don’t buy from this brand. Stick to big names so no issues longer term.

See corresponding post on Trustpilot UK:
UK customers abandoned — Vorwerk Germany still sells model and parts but won’t ship to UK.
I’m a german UK customer who bought the Vorwerk Kobold VB100 in Nov 2022, priced a premium of +£800.
Vorwerk UK have discontinued this model, leaving no spare parts available - yet Vorwerk Germany continues to sell model and parts but does not ship outside?
UK customers are only asking to buy parts. How is it possible that both companies do not cooperate to serve their customers in the simplest way?
This leaves hundreds of customers with unusable devices and damages the brand’s reputation. Please consider restoring shipping to the UK or supporting an alternative channel.

Vorwerk suddenly discontinued services after promising to support their products until 2028. This decision was made in order to increase planned obsolescence disguised as a security necessity. What is gonna happen? A hacker vacuums our house slightly more often? Despicable actions as a company and I hope you get sued into oblivion and bought up for pennies on the dollar by a real company that will proceed to uphold the promises made by this executive team of LIARS.

Im in Oviedo Spain. I took my thermomix for repair at the local vorwerk here. After three weeks the service technician still has not called. I’ve called the store three times. They keep saying I’ll be called. They tell me the price of the repair, but nothing else. Shabby service!

bought Neato and they have closed Neato cloud services... oh well

Honestly speaking I don't even know why I bother with them anymore.
I have sent my VR7 for repair four months ago. They have sent it back promptly and charged 200 euro for repair. I have asked for details. They said they only did a firmware upgrade. The invoice however mentioned several pieces replaced. What a joke. It was the wrong invoice for another product.
If that was not enough the VR7 stopped working after two hours of use distancing the exact same error code.
I complained. They offered to assume postage back and forth to the new country I moved. I ve sent it. They are not willing to send it abroad.
They didn't fix anything this time either.
I have no words.

English:
I purchased my Thermomix® TM7 in Germany, received a German invoice from Vorwerk Deutschland, and pay from a German bank account. However, my Cookidoo® account was mistakenly registered in Switzerland. Despite sending all required documents and following up several times (case #2217210), customer service refuses to correct it and offers only to delete my account, which would cause me to lose my trial and saved content. This is very disappointing for a German customer who did everything correctly.

Deutsch:
Ich habe meinen Thermomix® TM7 in Deutschland gekauft, mit deutscher Rechnung und deutschem Bankkonto bezahlt. Trotzdem wurde mein Cookidoo® Konto fälschlicherweise in der Schweiz registriert. Trotz mehrfacher Kontaktaufnahme (Fallnummer 2217210) lehnt der Kundenservice eine Korrektur ab und schlägt nur eine Löschung vor – wodurch meine Testphase und gespeicherten Inhalte verloren gehen würden. Das ist für einen deutschen Kunden sehr enttäuschend.

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 seven. 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.

What surprised me even more was seeing someone else listing a Thermomix on Vinted using the same advert as the official website, offering the same eight-week delivery timeframe, for the newly released TM7. It raised questions about whether these customer-representatives are also selling on second-hand platforms to meet their sales targets. Personally, this approach does not reflect well on the brand.

Even more concerning is that some of these reps seem willing to mislead potential buyers to secure a sale. I came across another review here where someone was assured by a representative that the TM6 (the previous mode) was the best and that no new version was expected, despite that the fact the TM7 was already on the horizon. This kind of dishonest behaviour, whether out of 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.

No support for my expensive Neato. "cant connect to server"! Right!!
They know exactly what to do, but doesn't care abort all of us that bought a Neato robot but cant use it anymore!!!