Acknowledgement of predicament. Listened and responded as such. Friendly and helpful. Most importantly, end product with engineer appointment straight afte call and call back to explain. Makes up... ãã£ãšèŠã
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The automated service did not hear my postcode and got it wrong and asked severel times still gettikg it wrong and inhad to shout asking to be put through to human ! There was no option to select s... ãã£ãšèŠã
Firstly I couldnât use the qr code to register my problem as I was already using my phone to access your site. I then tried to use the website address to log in and when waiting for confirmation code... ãã£ãšèŠã
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1) Book an online repair: error (Sat & Sun) 2) Phone call centre: told bot I had a washing machine. Bot thinks itâs a dryer. 3) Speak to agent: appointment system down. 4) Given WhatsApp numbe... ãã£ãšèŠã
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Creators of the world's first vacuum cleaner over 100 years ago, Hoover has always been driven by the desire to innovate, discover and develop new and improved ways to enhance your home life and help you take care of your family's needs. Today's impressive range of appliances for cleaning, cooking, cooling and laundry are designed to be easy to use and make life easier at home.
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Disappointing service and unacceptable delays
After paying for extended cover on a washing machine that is only three months old, we are extremely disappointed with the service received.
Having already waited a week for an engineer, we were informed by text on the morning of the scheduled appointment that they were unavailable and that we would have to wait a further week for another visit. We are now potentially facing almost three weeks without a washing machine, with no guarantee that the issue will be resolved at the next appointment.
While the call centre staff were friendly, they were unable to offer any alternative because there was no cover for an engineerâs sickness. This is unacceptable for a paid repair service. We are also frustrated that our advice about the likely fault, a damaged door seal, does not appear to have been taken into consideration, raising concerns about further delays if parts need to be ordered.
Overall, this has been a very poor customer experience. We expected a much more reliable service and better support, particularly for such a new appliance covered by an extended warranty.
2026幎10æ14æ¥
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Hoover UK ããã®åç
Good Afternoon Scott Ritchie,
Thank you for taking the time to share your detailed feedback.
We're very sorry to hear about the delays you've experienced with your washing machine repair, particularly as your appliance is only three months old and you have extended cover in place. We completely understand how frustrating it must be to have your engineer appointment cancelled at short notice after already waiting a week, leaving you facing a further delay without a working washing machine.
We're also sorry that an alternative appointment could not be arranged sooner and appreciate your concerns about the potential for further delays if parts are required. While we're pleased to hear that our call centre staff were friendly, we understand that this does not make up for the inconvenience caused by the cancellation.
We would like the opportunity to investigate your experience and review the arrangements for your repair. 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 disruption caused, and thank you for bringing your concerns to our attention.
Kind Regards,
Chelsie
Hoover Team
I was phoning to arrange a collectionâŠ
I was phoning to arrange a collection of my gas hob. I bought it in july it was installed in my new house around the middle of August. I had a gas leak and it was traced to the hob. The emergency only disconnected it and capped it. I had another gas man out to plumb ig in again for him to tell me it was the actual hob thats leaking. I also had this confirmed with another gas engineer. The customer service and attitude of the manufacturer was appauling. I was told âwe wont be replacing itâ. A faulty gas hob that i was told we are âvery lucky to be aliveâ as the hob was leaking and i had been using it obviously with a naked flame on the hob. âIts a miracle it didnt blowâ was the exact words used. Candy weren't sympathetic or remorseful one bit. All they went on about the entire call was all the charges i would be charged if they send someone out and trying to sell me a monthly plan to protect me from any charges in future. When i declined the plan as i will 100% not be keeping that faulty hob in my home being extremely dangerous i was told they would only repair not replace. Customer service and regards for our safety were 0. If i could give zero stars i would! Avoid this manufacturer at all costs!!!
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Afternoon Linda McGregor,
Thank you for taking the time to share your feedback.
We are extremely sorry to hear about the gas leak you experienced with your Candy hob and the serious concerns this has understandably caused for you and your family. We appreciate how frightening this situation must have been, particularly given the advice you received from the gas engineers.
We're also very sorry to hear that you felt your safety concerns were not given the appropriate attention when you contacted our customer service team. We understand your frustration regarding the discussion around potential charges and service plans when you were seeking reassurance and a resolution for a potentially dangerous fault.
We take reports concerning product safety very seriously and would love the opportunity to investigate your experience and review how your concerns were handled. 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 distress and frustration this experience has caused, and thank you for bringing this serious matter to our attention.
Kind Regards,
Chelsie
Hoover Team
The lady Vicki was extremely helpful inâŠ
The lady Vicki was extremely helpful in sorting out my issue. Very pleased.
2026幎10æ14æ¥
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Hoover UK ããã®åç
Good Afternoon David Pascoe,
Thank you so much for your wonderful review!
We're delighted to hear that Vicki was extremely helpful in resolving your issue and that you're pleased with the support you received. We'll be sure to share your kind feedback with Vicki and the wider team.
Thank you for choosing Hoover and for taking the time to share your experience!
Kind Regards,
Chelsie
Hoover Team
Your automated answering was veryâŠ
Your automated answering was very annoying. It said everything twice so it took me 11 minutes to get through to a person that could help me. Once through the person was very helpful. Just sort out your automates answering service.
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Morning Robert,
Thank you for taking the time to share your feedback.
We're sorry to hear that our automated answering service was frustrating and that it took 11 minutes for you to reach someone who could help. We understand how irritating it must have been to hear the same information repeated, particularly when you were simply trying to speak to a member of our team.
However, we're pleased to hear that the person you spoke to was helpful once you got through. We appreciate your feedback regarding our automated answering service, and we'll share your comments with the relevant team as we continue to look for ways to improve the customer experience.
Thank you for your patience and for choosing Hoover.
Kind Regards,
Chelsie
Hoover Team
Total lack of communication
I called last week to say I needed a weekend appointment. They gave me one this Wednesday. I called to say I couldnât make it on a weekday. They said âgreat- thanks for telling usâ. And now theyâve given me another appointment for next Wednesday. Do you think a couple of failed trips to empty houses by the luckless engineers will start this company talking to itself?
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Morning John,
Thank you for taking the time to share your feedback.
We're very sorry for the frustration caused by the repeated appointment scheduling and that your request for a weekend appointment has not been accommodated. We understand how disappointing it must be to feel that your availability has not been taken into consideration, particularly when this could result in unnecessary trips for our engineers.
We appreciate you bringing this to our attention and would like the opportunity to investigate what has happened and review the appointment arrangements. 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 inconvenience and hope we can help move this forward.
Kind Regards,
Chelsie
Hoover Team
Very efficient srvice
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Morning World Gone Mad,
Thank you so much for your wonderful review!
We're delighted to hear that you found our service efficient. We truly appreciate you taking the time to share your feedback and thank you for choosing Hoover!
Kind Regards,
Hoover Team
Once I managed to get passed the AIâŠ
Once I managed to get passed the AI assistant the lovely Jenny was very very helpful
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Morning Mrs Shelley Williams,
Thank you so much for your fantastic review!
We're delighted to hear that Jenny was so helpful and provided you with a positive experience. We'll be sure to pass your lovely feedback on to Jenny and the wider team. We're sorry that getting through our AI Assistant was a frustrating experience, and we appreciate you sharing this feedback with us as we continue to look for ways to improve our customer service.
Thank you for choosing Hoover and for taking the time to share your experience!
Kind Regards,
Chelsie
Hoover Team
Called today and spoken to a lovelyâŠ
Called today and spoken to a lovely lady called Sam. She was very polite and acted professionally throughout our conversation and served with kindness and patience
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Afternoon K Reid,
Thank you so much for taking the time to share your feedback!
We're delighted to hear that Sam provided such polite and professional service. It's wonderful to know that she treated you with kindness and patience throughout your conversation.
We'll be sure to share your lovely comments with Sam and the wider team. Thank you for choosing Hoover and for recognising the excellent service you received!
Kind Regards,
Chelsie
Hoover Team
Very friendly and approachable
Very friendly and approachable. The lady read the instructions and tried to explain to me, but I still not sure how to use the soap powder draw. I am so used to an easy one. But I won't let my age put me off.
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Afternoon Janet Smith,
Thank you so much for sharing your lovely feedback!
We're delighted to hear that you found our advisor friendly and approachable. We understand that getting used to a new appliance can take a little time, especially when the detergent drawer works differently from what you're used to. It's wonderful to hear that you're determined to get to grips with it, and we really appreciate your positive attitude!
Thank you for choosing Hoover. We hope you soon feel confident using your new appliance and continue to enjoy it.
Kind Regards,
Chelsie
Hoover Team
Iâve been a customer for quite a fewâŠ
Iâve been a customer for quite a few years now so it goes without saying an outstanding service they provide but overall happy with the ease of booking a repair
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Afternoon Charlotte Davies,
Thank you so much for your fantastic review and continued loyalty!
We're delighted to hear that you've been happy with our service over the years and found booking your repair easy and straightforward. Your continued support means a great deal to us.
Thank you for choosing Hoover, and we hope to continue providing you with great service in the future!
Kind Regards,
Chelsie
Hoover Team
I wanted to order some filters over theâŠ
I wanted to order some filters over the phone which you do not do as I am 88 years old so I am no good on the website
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Afternoon Pauline Cattell,
Thank you for taking the time to share your feedback.
We're sorry to hear that you were unable to order your filters over the phone. We understand that ordering online isn't suitable for everyone, and we're sorry for the difficulty this has caused, particularly when you were simply trying to purchase the parts you needed.
We would appreciate the opportunity to look into your experience and see whether we can offer any assistance. 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 apologise for the inconvenience caused and thank you for bringing this to our attention.
Kind Regards,
Chelsie
Hoover Team
Terrible AI bot to deal with beforeâŠ
Terrible AI bot to deal with before eventually getting through to speak to a human being, after a 21 minute wait. Your greeted by an unhelpful abrupt person who only wanted to get you off the line! Possibly one of the worst interactions i have had whilst seeking support for a tumble dryer that caught on fire after a hoover repair.
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Afternoon Tom,
Thank you for taking the time to share your feedback.
We're extremely sorry to hear about your experience when seeking support for your tumble dryer, particularly given the serious concerns you've raised about it catching fire following a repair. We understand how worrying and frustrating this must have been, and we're sorry that you then faced difficulties with our AI assistant, a lengthy wait, and a customer service interaction that left you feeling unsupported.
We take concerns of this nature seriously and 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 distress and frustration caused, and thank you for bringing this to our attention.
Kind Regards,
Chelsie
Hoover Team
The most ridiculous & annoyingâŠ
The most ridiculous & annoying experience ð¡ first itâs Ai on a loop then past to a very nice young lady, then passed to an arrogant engineer appointments dept who was only interested in telling me it would cost Me £160 even though he had no knowledge of faults etc. I will NEVER use Curries again.
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Afternoon Terry Brooks,
Thank you for taking the time to share your feedback.
We're sorry to hear about your frustrating experience with our AI assistant and the difficulties you faced when trying to arrange an engineer appointment. We understand your concerns about being advised of a £160 charge before your appliance had been assessed, and we're sorry that the conversation left you feeling that your concerns were not properly considered.
We're pleased that the initial advisor was helpful, but we're sorry that the overall experience fell short of your expectations.
We would appreciate the opportunity to investigate your concerns 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 frustration caused and thank you for bringing this to our attention.
Kind Regards,
Chelsie
Hoover Team
If you do away with AI then I wouldâŠ
If you do away with AI then I would have given you a five star when I eventually got through to a human being it was great the lady (canât remember her name) was superb.
I was calling on behalf of Mandy Worrior
2026幎10æ12æ¥
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Hoover UK ããã®åç
Good Afternoon David Brown,
Thank you for taking the time to share your feedback.
We're delighted to hear that the lady who assisted you provided such excellent service. We'll be sure to share your kind words with our team.
However, we're sorry that your initial experience with our AI assistant was frustrating. We understand how important it is to be able to speak to someone when you need help, and we appreciate you sharing your thoughts on how we can improve.
Thank you for your feedback and for contacting Hoover.
Kind Regards,
Chelsie
Hoover Team
The AI automated service unhelpful
The AI automated service at the start repeated everything they said twice. Couldn't pick up what was said and could not help. Had already tried to book online, this was exactly the same process for no reason. Made the call 10 times longer than it needed to be.
Once eventually passed to a human customer service advisor, booking was swift and helpful
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good afternoon Rachel
Thank you for your feedback.
We are sorry to hear about the issues you have faced when contacting us, however weâre pleased to hear that your enquiry was handled smoothly once you reached a representative.
We appreciate you sharing your experience, as customer feedback is very important to us and helps us identify areas for improvement.
Kind regards,
Kurtis
The Hoover Team.
Brilliant service and customerâŠ
Brilliant service and customer assistant was ace.
2026幎10æ13æ¥
èªçºçãªã¬ãã¥ãŒ
Hoover UK ããã®åç
Good Afternoon Mrs Lesley Gaskell,
Thank you so much for your wonderful review!
We're delighted to hear that you received brilliant service and that our customer service advisor was so helpful. We'll be sure to share your lovely feedback with the team.
Thank you for choosing Hoover and for taking the time to share your experience. We truly appreciate your support!
Kind Regards,
Chelsie
Hoover Team
Ai was awful
Ai was awful, slow and then error right before setting up repair appointment. Human agent was great, sorted everything in less than a minute. Do yourself a favour and get rid of Ai, a simple choose a number menu would have been better.
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Afternoon Jenny Anderson,
Thank you for taking the time to share your feedback.
We're very sorry to hear that our AI assistant was slow and returned an error just as you were trying to arrange a repair appointment. We understand how frustrating this must have been, particularly when you were so close to getting everything arranged.
We're pleased that our human agent was able to resolve everything so quickly, but we apologise for the difficulties you experienced beforehand. We appreciate your suggestions regarding our automated service and will share your feedback with the relevant team as we continue to review and improve the customer experience.
Thank you again for bringing this to our attention.
Kind Regards,
Chelsie
Hoover Team
Talking to a real person eventually
Talking to a real person eventually, and the very nice chap who helped with my problem
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Afternoon Mrs I Taylor,
Thank you so much for your lovely review!
We're delighted to hear that our team member was able to help resolve your issue and that you found him so pleasant to deal with.
Thank you for choosing Hoover and for taking the time to share your experience!
Kind Regards,
Chelsie
Hoover Team
The A1 couldnât understand my enquiryâŠ
The A1 couldnât understand my enquiry and then passed me into phone queue having to work through 4 parts before I was then placed into a phone queue to speak with representative.
Once through it was plain sailing.
Very frustrating experience
2026幎10æ13æ¥
èªçºçãªã¬ãã¥ãŒ
Hoover UK ããã®åç
Good afternoon Chris
Thank you for your feedback.
Weâre sorry to hear that your initial experience was frustrating, but weâre pleased to hear that your enquiry was handled smoothly once you reached a representative.
We appreciate you sharing your experience, as customer feedback is important to us and helps us identify areas for improvement.
Kind regards,
Kurtis
The Hoover Team
He was more interested in insuranceâŠ
He was more interested in insurance than you was to solve the problem of getting it repaired
2026幎10æ13æ¥
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Hoover UK ããã®åç
Good Afternoon Carl Hawkins,
Thank you for taking the time to share your feedback.
We're sorry to hear that you felt more attention was given to discussing insurance than to helping resolve your repair issue. We understand how frustrating this must have been when your priority was getting your appliance repaired.
We would appreciate the opportunity to look into 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 investigate your concerns.
We apologise for the frustration caused and thank you for bringing this to our attention.
Kind Regards,
Chelsie
Hoover Team
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