Pointless AI BOT, waste of time, delay tactic before human interaction! Once through to someone who empathises, then it’s fine. However thanks to be told the next appointment is a week away, is not g... もっと見る
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Ai operator, asks every thing twice, then repeats questions to which information already given.. Then eventually they can't help you.. Put through to a human.. Who also is vague and non committal abou... もっと見る
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We have had cover on our machine since day 1 of purchase Engineer came Monday said he fixed it all good to go my wife did one wash oops broke same problem came back the next day said it was a bad... もっと見る
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Spent over an hour on the WhatsApp chat just trying to cancel an engineer visit. Called instead and the AI that answers kept looping and repeating themselves! When I eventually got through to a lady s... もっと見る
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企業情報
当該企業による記述
Candy has been making innovative, accessible home appliances since launching Italy's first washing machine in 1945, combining smart technology with Italian design to make everyday life easier. Today, the brand continues to evolve through connected appliances and user-friendly innovation, delivering stylish, high-quality products at an affordable price while staying true to its heritage.
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1.8
期待以下
4486件のレビュー
最近のレビュー依頼の記録はありません
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Pointless AI BOT
Pointless AI BOT, waste of time, delay tactic before human interaction! Once through to someone who empathises, then it’s fine. However thanks to be told the next appointment is a week away, is not good enough. This is the third or fourth time having to call out an engineer!
2026年10月19日
自発的なレビュー
Candy UK からの回答
Good afternoon, Pawan
Thank you for taking the time to share your feedback. We recognise how frustrating it is to deal with automated phone systems, long booking wait times, and recurring technical issues requiring multiple engineer visits. We are reviewing our automated routing processes to ensure faster access to our team and working to improve our schedule availability for repeat visits.
Please email your name, address and a copy of your Trustpilot review to social.media@hoovercandy.com, along with any warranty registration confirmation you may have, so our team can investigate this further.
Kind regards
Fiona
The Hoover Candy Team.
Ok apart for the AI
Ok apart for the AI when you get some one to talk to that's when you can get something done next day call out customer service helpfully
2026年10月19日
自発的なレビュー
Candy UK からの回答
Good afternoon, John Winterburn
We appreciate your feedback and are glad you had a positive experience with our next-day callout team. We note your comments regarding automated systems and will use them to improve our service.
Kind regards
Fiona
The Hoover Candy Team.
Warranty that cannot be used
My Candy washing machine failed within its 12-month warranty. The seal and a wire came off during a wash, and my neighbour’s flat was flooded.
When I tried to book a warranty repair, I first had to get past an unhelpful, awkward bot for about 10 minutes. Then, every time, I got the message “we are sorry, due to technical fault, this connection cannot be made”, and I was cut off. There is no other way to book a repair.
I am disabled, I have a child, and I fully rely on my washing machine. I am now without one, with no way to get it fixed.
A warranty you cannot use is not a warranty. I would not buy Candy again.
2026年10月18日
自発的なレビュー
Candy UK からの回答
Good morning, Agnieszka Szuba
We are deeply sorry to hear about the distress and disruption this situation has caused you and your neighbour.
Experiencing a breakdown within your warranty period, especially alongside flooding, is extremely concerning, and we fully understand how vital a working appliance is for you and your family. We are also very sorry for the frustration you experienced with our automated system and the dropped calls when trying to arrange a repair. Your feedback regarding our customer service access is invaluable, and we want to help resolve this for you as quickly as possible.
Please could you email your name, address, and your review to social.media@hoovercandy.com and we can advise further.
Kind regards
Fiona
The Hoover Candy Team.
WiFi feature redundant
I bought a Candy washer dryer that had built in wi-fi that you could control with an app and receive notifications when your washing was done. Less than 4 years later and with no notice they discontinued the app so it now has less features than when I bought it.
It is also not possible to just use the dryer function only as lets in loads of water before it starts the drying cycle. Really annoying if you have been rained on and just want to dry your coat as this machine makes it wetter than it was before you put it in so it’s pretty poor on energy efficiency and takes longer than it should.
2026年10月18日
自発的なレビュー
Candy UK からの回答
Good morning, CH
Thank you for sharing your feedback. We are sorry to hear of your disappointment with the loss of app functionality and the concerns you have experienced when using the drying programme.
Due to changes in UK legislation, your appliance can no longer be supported on the Wizard/Simply-Fi platform. We appreciate that this is frustrating, particularly as app connectivity was a feature available when you purchased the machine. The other functionality of your appliance remains unaffected.
We would also like to look into your concerns regarding the drying cycle and the amount of water used before drying begins. Please contact us at social.media@hoovercandy.com, quoting your Trustpilot review and providing your model number and contact details, so we can investigate this further.
We are sorry for the inconvenience and appreciate you bringing these concerns to our attention.
Kind regards,
Fiona
The Hoover Candy Team
TheAI assistant is useless
TheAI assistant is useless, very slow and repetitive, just kept asking me for postcode name and address. When I did eventually get through to a human the first thing he asked for was my name address and postcode.
I needed to report a fault with a new washing machine but instead had to listen to a sales pitch trying to sell me a parts and repair guarantee scheme.
It seems the free 10 year parts guarantee scheme Hoover offer when you register your new machine is worthless and simply a mechanism to encourage you to contact them so that they can sell you a guarantee scheme which I declined in both instances.
My old German make machine was 15 years old and was very reliable, only replaced as I needed a bigger drum size. I resent being pressurised to buy a guarantee repair scheme for the modern digital crap that is produced today and is unreliable and only lasts a few years.
2026年10月17日
自発的なレビュー
Candy UK からの回答
Good afternoon Sarah
Thank you for taking the time to share your feedback. We are very sorry that you found our automated assistant slow and repetitive, and that you had to provide your details again when speaking with an advisor. We understand how frustrating this must have been when you were simply trying to report a fault with your new washing machine.
We are also sorry that the conversation left you feeling pressured to purchase additional protection. Any additional protection plan is optional, and we apologise if this was not made clear during your call.
Hoover’s 10-year parts guarantee is separate from additional protection cover and is subject to its terms and conditions. We appreciate your concerns about the reliability of your new appliance and would like the opportunity to look into the fault you are experiencing.
Please contact us at social.media@hoovercandy.com with your full name, address and repair reference number, if available, so we can review your case and assist you further.
We sincerely apologise for the frustration caused and appreciate you bringing your experience to our attention.
Kind regards
Jackie
The Candy Team
We have had cover on our machine since…
We have had cover on our machine since day 1 of purchase
Engineer came Monday said he fixed it all good to go my wife did one wash oops broke same problem came back the next day said it was a bad part but don’t worry I’ve fixed it no worries from now on
Wife try’s catching up on the washing guess what broke same problem I wonder if they send the same engineer if so I will ask him his qualifications certs etc??
Please message or call I would love to reiterate the above
2026年10月13日
自発的なレビュー
Candy UK からの回答
Good Morning Leon McManus,
Thank you for taking the time to share your feedback.
We're very sorry to hear that your washing machine has developed the same fault again following two engineer visits. We completely understand how frustrating and disappointing this must be, particularly when you were reassured that the issue had been resolved and your wife was left unable to catch up on the washing.
We appreciate your concerns regarding the repairs carried out and would welcome the opportunity to investigate what has happened and review the service you have received. Please email us at social.media@hoovercandy.com with your full name, full address including postcode, and a copy of your review. Our team will be happy to look into this further.
We sincerely apologise for the continued inconvenience and hope to have the opportunity to assist you.
Kind Regards,
Chelsie
Hoover Team
Shocking customer service
Ai operator, asks every thing twice, then repeats questions to which information already given.. Then eventually they can't help you.. Put through to a human.. Who also is vague and non committal about repair under warranty. Appalling waste of time.
2026年10月13日
自発的なレビュー
Candy UK からの回答
Good Afternoon Jude Harrington,
Thank you for taking the time to share your feedback.
We're very sorry to hear about your experience with our AI assistant and the repeated questions that made the process so time-consuming. We understand how frustrating this must have been, particularly when you were then left without clear guidance regarding whether your repair would be covered under warranty.
We would appreciate the opportunity to investigate your experience and review the advice you received. Please email us at social.media@hoovercandy.com with your full name, full address including postcode, and a copy of your review, so our team can look into this further.
We sincerely apologise for the frustration and inconvenience caused, and thank you for bringing this to our attention.
Kind Regards,
Chelsie
Candy Team
Spent over an hour on the WhatsApp chat…
Spent over an hour on the WhatsApp chat just trying to cancel an engineer visit. Called instead and the AI that answers kept looping and repeating themselves! When I eventually got through to a lady she was pleasant and helpful and had it resolved in seconds. Please stop trying to replace people with AI it is not working and people need jobs
2026年10月12日
自発的なレビュー
Candy UK からの回答
Good Morning Siobhain,
Thank you for taking the time to share your feedback.
We're very sorry to hear how much time you spent trying to cancel your engineer appointment through our WhatsApp service and AI assistant. We understand how frustrating it must have been to experience repeated responses when you simply needed to speak to someone who could help.
We're pleased that our advisor was able to resolve the matter quickly once you got through, but we apologise that it took so much effort to reach that point. We appreciate your honest feedback regarding our AI assistant and the importance of accessible, effective human support.
Thank you for bringing this to our attention. Your feedback is valuable as we continue to review and improve our customer experience.
Kind Regards,
Chelsie
Candy Team
Poor product, poor repair service, unusable AI customer service
The washing machine broke after 13months. The customer service AI is awful, both phone call and what's app and is not fit for purpose. Once speaking to a person, they seem well trained and helpful. I purchased their repair service plan. It took them FOUR visits to fix a simple repair. On the third visit they left saying it was working, it wasn't. They left their rubbish for me to dispose of.
2026年9月28日
自発的なレビュー
Candy UK からの回答
Good Morning Amy,
Thank you for taking the time to share your feedback.
We're very sorry to hear about the issues you've experienced with your washing machine and the frustration caused by the repair process. We understand how disappointing it must have been to require four engineer visits, particularly when you were advised that the machine was working following the third visit, only to find the fault remained.
We're also sorry that our AI assistant did not provide the support you needed. This is not the level of service we aim to provide.
We would appreciate the opportunity to investigate your experience further. Please email us at social.media@hoovercandy.com with your full name, full address including postcode, and a copy of your review, so our team can look into this for you.
We sincerely apologise for the inconvenience and frustration caused, and thank you for bringing these concerns to our attention.
Kind Regards,
Chelsie
Candy Team
The call handler was very polite and…
The call handler was very polite and informative. Engineer booked for next day. Super pleased with customer care service
2026年10月12日
自発的なレビュー
Candy UK からの回答
Good Morning Tracey,
Thank you so much for your fantastic review!
We're delighted to hear that you found our call handler polite and informative, and that your engineer appointment was arranged for the following day. It's fantastic to know you've been so pleased with the customer service you received.
Thank you for choosing Hoover and for taking the time to share your experience. We truly appreciate your support!
Kind Regards,
Chelsie
Candy Team
Great service and very friendly
Great service and very friendly. Problem dealt with straightaway.
2026年10月11日
自発的なレビュー
Candy UK からの回答
Good Morning Martin,
Thank you so much for your wonderful review!
We're delighted to hear that you received great service and found our team friendly. It's fantastic to know that your issue was dealt with so promptly.
Thank you for choosing Hoover and for taking the time to share your experience. We truly appreciate your support!
Kind Regards,
Chelsie
Candy Team
Purchased a washer dryer in November…
Purchased a washer dryer in November 2025 & machine started to error (blocked drain error), twice flooded my utility room, AO doesn’t want to know & told me to contact Hoover. Engineer came out 1st time, drained washing machine, only took 10mins & left. Two loads of washing later & same error message. Again, AO told me to contact Hoover, tried to get pass the AI bot only to then be told I would have to buy the extended warranty to not be charged on the return engineer visit & was then cut off. No return phone call and now trying, unsuccessfully, to speak to a human who is actually wanting to help! I would not recommend Hoover product & looks like I’ve wasted £300 & will have have to purchase another machine (definitely NOT from AO or HOOVER!!)
2026年10月9日
自発的なレビュー
Candy UK からの回答
Thank you for taking the time to share your feedback with us. Experiencing repeated drainage errors, utility room flooding, and persistent difficulties reaching a helpful support agent on a recently purchased appliance is deeply frustrating, and we acknowledge the stress and inconvenience this entire situation has caused.
It is clear that the service provided fell far short of expected standards, particularly regarding the unresolved machine faults, the pressure to purchase additional coverage to secure a follow-up engineer visit, and being disconnected without assistance or a callback.
We are actively investigating the communication breakdowns with our automated systems and customer service pathways to ensure inquiries are handled properly and customers can easily connect with our team.
Please could you email your name, address, and your review to social.media@hoovercandy.com and we can advise further.
Kind regards
Fiona
The Hoover Candy Team.
Greedy and pushy sales tactics
My father bought a new machine and I helped him to fill in the online guarantee that lasts for a year, very clearly selecting that he did not want the extra paid for insurance options.
A couple of days later he gets a sales call from someone assuming he is going to take the extra paid insurance and the call starts with a 'let's get you signed up now' conversation rather than 'would you like this extra insurance? '.
Luckily my dad was on the ball that day and didn't get ripped off but I feel like Candy are just preying on pensioners who can get easily confused on the phone.
2026年10月9日
自発的なレビュー
Candy UK からの回答
Good afternoon, VC1981
Thank you for taking the time to share your feedback regarding your father's recent experience with our guarantee registration process and the subsequent phone call he received. We hear your concerns regarding how the optional extended coverage was presented over the phone, especially after you both specifically opted out of additional paid plans during the online setup. We aim to ensure all communication regarding our products and services is transparent, respectful, and clear for every customer, regardless of their age or familiarity with our policies.
The sales approach you described does not align with the standard of service we aim to provide to our customers. We are reviewing this incident with our customer relations team and our third-party call representatives to ensure that opt-out preferences submitted online are strictly respected in our system. Furthermore, we are taking steps to provide additional training to our phone representatives so that all optional services are introduced clearly as choices rather than assumptions. Your detailed feedback is invaluable in helping us refine our sales protocols and prevent high-pressure conversations in the future. We are relieved to hear that your father was able to navigate the conversation successfully, and we appreciate you bringing this matter to our attention so we can improve our services moving forward.
Kind regards
Fiona
The Hoover Candy Team.
What a star your representative was
What a star your representative was, resolved the issue and sold me cover at only £7:19 a month paid via direct debit.
2026年10月9日
自発的なレビュー
Candy UK からの回答
Good afternoon, Sjls
We are glad you enjoyed your experience with us. Thank you for your positive feedback regarding our team member. We are pleased we could resolve your problem and assist you in setting up a suitable monthly plan.
Kind regards
Fiona
The Hoover Candy Team.
Considering buying a CANDY appliance…
Considering buying a CANDY appliance are you??
Let me spare you wasting your money, let me spare you the disappointment, and the frustration. AVOID, AVOID, AVOID.!!!
Bought a Candy Dishwasher in August 2026 for our new build kitchen. Due to delays with the builder we just had it fitted beginning of October. Well what a disappointment, the machine DOES NOT WORK!! It bleeps with an error code E10 (which is supposed to mean problems with water pressure or a blockage). There is no problem with the water pressure as the plumber on site has checked this. There is no blockage as this is a new kitchen with new pipes, new drains. We have had it work a couple of times after trying different programs but the door which is supposed to open automatically once the wash is done HAS NEVER OPENED!! Sometimes it runs and the alarm bleeps in the middle of the night or it runs and just stops without completing the cycle.
What a WASTE OF MONEY & TIME 😡😡😡
Rang Candy and like many have experienced, no human being is there to answer the call instead it's AI, that wastes time asking questions before a human being comes on the line. THEN find yourself with a rude, impatient customer service agent who is only interested in selling a care plan!!! 😡😡
Just don't waste your money on Candy.
2026年10月7日
自発的なレビュー
Candy UK からの回答
Good Afternoon,
We’re very sorry to hear about your experience and sincerely apologise for the frustration this has caused. This is certainly not the level of service we aim to provide. Please could you email your name, address, and your review to social.media@hoovercandy.com and we can advise further.
Kind Regards
Tara
The Haier Team
AI answer very frustrating
AI answer very frustrating
When I got through to a human everything was dealt with swiftly and professionally.
Pity I had to speak to a robot longer than I did to the very knowledgeable and friendly advisor
2026年10月6日
自発的なレビュー
Candy UK からの回答
Good Afternoon Charles,
Thank you for your feedback and four-star rating. We are glad you enjoyed your experience with our knowledgeable representative. We understand your frustration regarding the automated assistant taking up too much of your time. We are constantly working to improve our system to connect you to our team faster.
Kind Regards
Tara
The Haier Team
Chat bot not helpful in any way
Chat bot not helpful in sny way, a waste of time. I emailed customer service snd they took a week to reply to me. Very unhelpful. Would definitely not recommend
2026年10月7日
自発的なレビュー
Candy UK からの回答
Good Afternoon,
We’re very sorry to hear about your experience and sincerely apologise for the frustration this has caused. This is certainly not the level of service we aim to provide. Please could you email your name, address, and your review to social.media@hoovercandy.com and we can advise further.
Kind Regards
Tara
The Haier Team
Have a candy fridge / freezer…
Have a candy fridge / freezer (unfortunately ) Very poor experience with the product and customer services. Had a freezer drawer and fridge shelf snap without any excessive force not long after buying. Appears the quality of the plastic is very low grade. Emailed customer services who said they are 'consumable' items. I wouldn't consider the actual fabric of the unit as consumable. I was then directed to their recommended site to buy a new drawer and shelf totalling nearly £100 - one third of the total cost of the fridge freezer. I asked to make a complaint and they cut off the email communications ( emails were polite btw) Do not buy a candy branded item as they are poor quality and customer service is poor. I will be telling friends and family of what happened do no-one else falls foul.
2026年10月7日
自発的なレビュー
Candy UK からの回答
Good Afternoon,
We are really sorry to read about your recent experience with us and we can certainly understand your disappointment. We very much appreciate all feedback from our customers as this allows us to relay this back to our quality and product departments for improvements and future development. If there is anything further we can do please let us know
Kind Regards
Tara
The Haier Team
Very quickly through to a call handler
Very quickly through to a call handler, very professional, very precise.
Thank you very much
2026年10月6日
自発的なレビュー
Candy UK からの回答
Good afternoon, Phil Heaps
We are glad you enjoyed your experience with our team. Thank you for your feedback regarding our prompt connection and the clear, courteous assistance provided.
Kind regards
Fiona
The Hoover Candy Team.
Excellent communication
Excellent communication, and very courteous and helpful. However, the actual department whom I am waiting for to help me, unfortunately, still have not responded. I am still waiting, and I don’t believe they have to do much, except terminate the previous account of the last person from their WiFi pairing.
2026年10月5日
自発的なレビュー
Candy UK からの回答
Good afternoon, kimberley James
We're happy to hear that your interactions with our team were courteous and helpful, and we appreciate your generous five-star rating. At the same time, we recognise your frustration regarding the delay in resolving the connectivity issue with your device.
Waiting for the previous setup to be cleared so you can enjoy your service is certainly not the seamless process we want for you. We are actively following up with the responsible team to ensure this account adjustment is completed as quickly as possible so you can get fully connected without further delay.
Kind regards
Fiona
The Hoover Candy Team.
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