Still awaiting for a direct email contact from this company !!!!!!!!!!paid for a personal product via credit card, never received an order number or any communication from the company. Thought I wasn’... Toon meer
Bedrijf heeft geantwoord
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Dreadful product - super noisy that I think I woke all the dogs in the street - not easy to turn on /off or change speeds - I would not recommend - waste of £60 - wish I'd read the reviews first - i... Toon meer
Bedrijf heeft geantwoord
This company is a joke !! Cheap packaging so products arrive damaged - they’ll Send you a replacement won’t refund because ‘opened product’ but if never know it was/ wasn’t damaged had I not open... Toon meer
Bedrijf heeft geantwoord
No more hands busy holding two things at once. One device, properly positioned and I can just enjoy. It sounds obvious, but it really wasn’t before.
Bedrijf heeft geantwoord
1,8
Slecht
30 reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 88% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
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Dreadful product
Dreadful product - super noisy that I think I woke all the dogs in the street - not easy to turn on /off or change speeds - I would not recommend - waste of £60 - wish I'd read the reviews first - instead I got excited about NOTHING - do not purchase
21 september 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
Hello Nic,
Thank you for sharing your experience. We are truly sorry to hear that the product did not meet your expectations, especially regarding the noise level and controls. This is certainly not the smooth experience we want for our customers.
We take all product feedback very seriously as it helps us continuously improve. Since Trustpilot reviews do not share account details, we are unable to locate your order in our system to assist you directly.
We want to make things right for you. Please reach out to our team at hello@serenevibe-uk.com with your order number and full name so we can look into your options and resolve this for you.
Best regards,
Tryserene Team
This company is a joke !
This company is a joke !! Cheap packaging so products arrive damaged - they’ll
Send you a replacement won’t refund because ‘opened product’ but if never know it was/ wasn’t damaged had I not opened it replacement arrived in damaged packaging - so I returned it - your made to jump through hoops just to do that and now trying to be refunded !! Well I’m still waiting almost a month on !!
When I contact - I get apologies galore but never any money ! I’m going to contact someone in France now ( ohh yep ! Make it out it’s a uk product - but it’s not it’s a foreign import that’s cheap n tacky
Does not look like the advertised product !
Save your money and use anyone but these. Scammers
9 juni 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
Hi Helen,
Thank you for taking the time to write this, and we're sorry the experience has been this frustrating. A damaged delivery, a replacement that arrived damaged again, and then a return process that felt like jumping through hoops – we understand why you're angry, and we won't argue with any of that.
On the refund: it is being processed. Your return has been received and the refund is in progress; you'll get a confirmation by email as soon as it's released. We know "in progress" isn't the same as money in your account, so if you haven't seen it within the next few days, reply to our last email and we'll chase it personally.
We'd also like to say this plainly: we're not trying to get out of anything. We've kept replying, and we'll keep replying until this is closed – because it should be.
Thanks again for your patience,
Team Serenevibe
I wish I'd checked on here before…
I wish I'd checked on here before buying on an impulse 😭 Rubbishy 'product' cheap packaging, took a while to arrive and customer service is slow to respond. I have no faith in the quality of this product when they just post in a cheap jiffy bag, no box even.
Return costs are at my expense - TO FRANCE - from the UK. They insist on tracked postage or will claim it hasn't arrived.
If you can, cancel within the first 48h period to avoid steep return costs and a crappy product.
12 augustus 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
Thank you for your feedback. I'm sorry the experience didn't meet your expectations, and I'd like to set out a few facts for anyone reading this.
- Packaging : Every order ships in plain, unbranded outer packaging — no logo, no product name, nothing that indicates what's inside. That's a deliberate decision, not a saving. This is an intimate product, and most of our customers tell us that discretion in transit matters to them far more than presentation does.
- Delivery : Our stated window is 15 to 20 business days. It's published on our site, before purchase, precisely so that nobody is caught out by it.
- Returns : Our returns warehouse is in France, and our return policy sets out that return postage is at the customer's expense on a change-of-mind return. The 30-day window applies to every order — and your return was approved.
- Tracking : We do not withhold refunds because a parcel was sent untracked, and we don't tell customers their return never arrived. We recommend a tracked service because it lets us follow the parcel and refund you sooner. Proof of postage on its own is enough for us to process a refund.
There's a reply in your inbox with a resolution on the table. We're glad to see it through whenever suits you.
Reply to Serene Vibe re Faulty Goods they continue not to refund for..
I placed an order and when the goods were delivered they simply did not work. I highlighted this with the company straight away and was told as I had opened the package they could not refund my money. Of course this is absolutely ridiculous. I requested a refund under the Consumer Rights Act 2015. They have simply not replied. I am now starting the process of reporting them to Trading Standards via Citizens Advice and getting my money back via a Small Claims court action. I think they rely on people being too embarrassed about the goods ordered to pursue the matter. I am a worldly women of 62 and don’t give a damn. I WILL pursue this as a matter of principle.
Following on from your reply, perhaps you could have a word with Tiah in your customer services who has since my review, asked for a video of the unit not working! Which I of course refused stating that there is no legal requirement for me to do so under the Consumer Rights Act 2015. Also, I replied to your message on here, with my full contact details complete with my order number.
As well as the numerous emails I have sent to the email address you quoted in your reply!
So, in short, I dispute your reply on here that paints yourselves in a good and helpful light, as a load of sweet talk. Just in case you can strangely not locate all the information stated above, it’s Deborah Barnes. Order Number 8229!! I look forward to your reply and will continue to post on here until a satisfactory resolution/refund for faulty goods is received.
30 juni 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
Hello Debbie,
Thank you for sharing your feedback. We are deeply concerned by your experience, as we strictly adhere to consumer rights laws and would never deny a return or refund for a faulty item simply because the packaging was opened.
Unfortunately, as Trustpilot reviews are anonymous, we are unable to locate your order or contact details in our system to address this immediately.
We take this matter very seriously and want to resolve it for you right away. Please email our dedicated UK support team directly at hello@serenevibe-uk.com with your order number and the name used for the purchase.
As soon as we receive your message, our team will prioritize your request to ensure you receive a swift and fair resolution.
Best regards,
Tryserene Team
Antwoord van Serenevibe Uk
Hello,
We're truly sorry to hear that you haven't received your order 😔.
We completely understand your disappointment and would like to look into the matter with you.
Please feel free to contact us with your order number, and we'll do everything we can to find a quick solution.
Company dissolved on companies house …
This company is dissolved on companies house yet still advertise .
My product broke on the first time I used it - good job I have a sense of humour - although I am £60 down !!!
18 mei 2026
Review zonder uitnodiging
I received my product but it won’t work…
I received my product but it won’t work or charge , I have tried to email the company and also gone through the chat section but to no avail. I’m now nearly £70 out of pocket .
My advice don’t use them
22 april 2026
Review zonder uitnodiging
Product will not charge and they will not respond to my emails!
I received my product, but it will not charge. I’ve emailed six times now, with no response. Some of my emails have bounced back saying invalid email address. Please could someone help me? I want to return this product for a refund. It is faulty and does not work. It cost me a lot of money.
1 mei 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
That’s understandably very frustrating. Let’s sort this out properly : please share your order number and the email address you used for your purchase, so we can find your case quickly. If the product is faulty, you’ll of course be offered a full refund or a replacement! We’ll make sure this gets resolved without any more back and forth🙏🏼
Complaint still unresolved.DO NOT BUY FROM THEM.
Complaint still unresolved. They still have my money. They employ continuous delaying tactics so that it looks like action on customer complaints.
There is NO action and no way of contacting them. If they were a genuine company, they would publish contact details. The only response is via trust pilot.. following your response and yet another promise to resolve it, my order number is 6540
13 april 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
We’re sorry you feel this way. We do respond to emails, so it’s possible there’s been an issue with message delivery or reception on either side.
Let’s clear this up properly : please share your order number and we’ll personally make sure your case is reviewed and resolved without further delay, whether that’s a refund or a replacement🙏🏼
Product is absolutely shocking and…
Product is absolutely shocking and customer service appalling and non existent. Would recommend avoiding
22 april 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
We’re sorry this left such a negative impression. That’s not the experience we aim to deliver at all. A faulty product and the feeling of being ignored is understandably frustrating. This clearly needs to be looked into properly. We’ll take this in hand personally and make sure you receive a clear and fair resolution, whether that’s a replacement or a refund🙏🏼🙏🏼
Received my product today (order number…
Received my product today (order number 6995).
I’ve had it charging for over 2 hours and no light, not turning on. Nothing happening.
Tried emailing with no joy - email returned stating address isn’t valid or doesn’t receive mail (info@serenevibe, etc). Lots of money …. Please help.
22 april 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
Sorry for the concern here especially with a product that doesn’t seem to respond at all. That’s definitely not expected. We’ve just sent you an email regarding your request, could you please check your spam/junk folder as well? Sometimes our messages can end up there. We’ll make sure this gets resolved quickly for you 👍
Item's arrived not as described no…
Item's arrived not as described no customer service help links on website do not work. No response via email do not waste your money. I wish I looked into this site like I usually do before purchasing also you cannot leave a review on their website. Avoid at all costs
How? I am not putting my email etc on here and you do not reply to emails?
20 april 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
That’s really not the experience we want you to have and we understand your frustration. Please share your order number and the email address used for the purchase, so we can locate your case and offer you a clear solution, whether that’s a replacement or a refund😊🙏🏼
No direct contact yet from this company
Still awaiting for a direct email contact from this company !!!!!!!!!!paid for a personal product via credit card, never received an order number or any communication from the company. Thought I wasn’t going to receive item but it has arrived but it will not charge despite being on all day.. just lit up and flashing.. would like to report an update as company have responded.. I am awaiting further contact via email as have sent contact details via email to them
14 april 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
We’re really sorry to hear about your experience! Between the lack of confirmation and the charging issue, we completely understand why you’re concerned. Rest assured, we are a genuine company and are here to help you. Sometimes confirmation emails don’t get through (due to a typing error or a filter), which can give that impression. As for your device not charging, this is obviously not normal. So that we can help you quickly, please let us know the email address used during the purchase (or your order number if you have it). As soon as we locate your order, a solution will be put in place without delay🙏🏼
Received my item after waiting a few…
Received my item after waiting a few and was excited, well what can I say apart it is rubbish , it never done a thing for me at all , my wand had to do the job so not happy at all for wasting my money , let's see where I get returning it
4 april 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
We’re sorry to hear that you weren’t satisfied with the product! We understand that this can be disappointing, especially after the wait. Since everyone’s body is different, it may sometimes be necessary to adjust how you use it (position, intensity, etc.) to get the most out of it. That said, if you’d like to return it, we’re here to help. Please provide your order number here so we can guide you through the process🙏🏼
REFUND / NO CONTACT
I have requested and requested a returns form to return the item as it is not suitable, yet I am still to get any sort of reply. I've read the previous post relating to this and the company has come back and said they can't find any trace of an order etc, so I wonder if I am going to get the same response??? Will be interesting to see if anyone responds and if so, what with. All I want is to return the item and get my money back. Please respond someone my order number was #5505. Even though the refund policy states 5 easy steps, it's not proving that easy at the minute!!
31 maart 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
Thank you for providing your order number; this finally allows us to identify your case. We apologize for the delay; this is not the experience we want to provide.
Your return request has been received. Our team will send you return instructions very soon so that the process can be completed properly. Please check your spam folder. Thank you for your patience, and we apologize again for the inconvenience🙏🏼
Anything negative and they will not reply
Like some other people I too have emailed to their info@ address to no avail I explained I had changed my mind and want to return the item UNUSED but have had no reply Just plenty of advertising emails from same address They state they reply within 24 to 48 hours Well I first messaged on 19 Feb then again on 25 Feb with absolutely no acknowledgement and there is nothing from them in my spam folder
This is really bad customer service
I notice they just have a standard reply to the negative reviews Dont they care that they have far more negative than positive?
25 februari 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
We’re sorry to hear about your experience, but we’d like to clarify a few points. Contrary to what you’ve stated, we do respond to customer inquiries, and we sent you an email in response to your message. If you haven’t received it, please check your spam or junk folder again, as our replies are sometimes redirected there. We do not leave requests unaddressed. Each situation is handled individually, and we remain available to find a solution. Please reply to our email so that we can finalize your return request😊
Terrible company
Terrible company. Sent me a used product and refused to refund me unless I paid 54usd to ship it back to them. Never again.
25 februari 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
We’re sorry to hear from you, but we’d like to clarify a few important points. All of our products are brand new. We would never send out used intimate items. Every product undergoes rigorous quality checks before shipping. Regarding returns, as stated in our policy, return shipping costs are the customer’s responsibility. However, we always seek to understand the situation before making any decisions. In order to verify what you received and assist you as best as possible, please send us a photo of the item to the following address : info@serenevibe-uk.com, along with your order number. Our team will then be able to review your case and provide you with an appropriate response😊🙏🏼
No more hands busy holding two things…
No more hands busy holding two things at once. One device, properly positioned and I can just enjoy. It sounds obvious, but it really wasn’t before.
17 februari 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
Sometimes the simplest things don’t seem so simple until you’ve found them 😄 We’re thrilled that everything has become more natural and comfortable for you! that’s exactly the kind of experience we want to provide. Thanks for taking the time to share this; it really speaks volumes!🙂
I have now emailed this company 5 times…
I have now emailed this company 5 times without a reply. They responded to my initial negative review with fulsome promises to deal with my return and refund request, but I have in fact received no follow up whatsoever. They have no respect for online customers' legal rights. Beware.
FOLLOW UP: See Serenevibe's reply below...I have repeatedly sent the requested order number and email address to you at the email address you specify. I don't believe you have not received any of the 5 emails I have sent, especially as they have not been returned by the server. I have now put this in the hands of my bank who will pursue the matter on my behalf. DO NOT BUY FROM THIS COMPANY.
2 maart 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
We are sorry to hear that, and we fully understand your frustration. If a response has been given publicly, it is normal for you to expect concrete follow-up. In your case, no correspondence appears in our customer service inbox. To avoid the situation going round in circles, please send us your order number and the email address used at the time of purchase here. Upon receipt, your return/refund request will be given priority and a confirmation will be sent to you
Con!
Received product, however I changed my mind and would like to return it. Sent multiple emails requesting a refund and have had no reply!
I am going to Trading Standards.
Update - emailed as advised, not holding my breath as I had no response to the previous FIVE already sent!
27 februari 2026
Review zonder uitnodiging
Antwoord van Serenevibe Uk
We are sorry that you had this impression. It is important to note that Serenevibe is not a scam. The shop is real, orders are shipped and customer requests are handled by our after-sales service🙂 In your case, the problem stems mainly from the fact that we were unable to find any identifiable email (or order number) that would allow us to respond to you and guide you. You can send an email to info@serenevibe-uk.com. Upon receipt, your request will be processed and you will receive the necessary instructions according to the applicable return procedure🙏🏼
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