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... もっと見る
企業が回答しました
レビューはレビュアーの個人的な意見であるため、特定の記載内容を検証することはありません。ただし、ビジネス上の取引が行われたことを確認できた場合、レビューに「確認済み」のラベルを付ける場合があります。詳細はこちら
プラットホームの健全性を維持するため、当社のプラットフォーム上のすべてのレビューは、確認済みか否かにかかわらず、年中無休で稼働する自動ソフトウェアによって審査されています。このテクノロジーは、本当の経験に基づいていないレビューなど、ガイドラインに違反するコンテンツを特定し、削除するよう設計されています。ただし、すべてを検知できるわけではありませんので、お気づきの点がございましたら、どうぞお知らせください。詳細はこちら
レビュアーのコメントを見てみましょう
Firstly I couldn’t 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... もっと見る
1) Book an online repair: error (Sat & Sun) 2) Phone call centre: told bot I had a washing machine. Bot thinks it’s a dryer. 3) Speak to agent: appointment system down. 4) Given WhatsApp numbe... もっと見る
企業が回答しました
Stacey was polite, professional and extremely helpful…. Which was very welcome after listening to the dreadful ‘hold’ music for five minutes. She understood the absolute disappointment of unpackin... もっと見る
企業が回答しました
企業情報
当該企業による記述
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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3万件のレビュー
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Ordered a part 2 months later still not…
Ordered a part 2 months later still not arrived phoned them.said ring me back for serial number never did I rang them again, eventually they said woud replace it. Not good service?
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Customer,
Thank you for taking the time to share your feedback.
We're very sorry to hear about the lengthy delay in receiving your part and the difficulties you've experienced when trying to resolve the issue. We understand how frustrating it must have been to wait two months, particularly after being promised a callback that never came.
We're pleased to hear that a replacement was eventually offered, but we appreciate that this does not make up for the time and effort you've had to spend chasing an update. This is not the level of service we aim to provide.
We would welcome 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 disappointment caused, and thank you for bringing this to our attention.
Kind Regards,
Chelsie
Hoover Team
Service good but AI answering is a complete nightmare
AI answering is a complete nightmare.
Once through to a human being proper customer service is restored.
Suggest you just demand to talk to a human right at the off otherwise you will be wasting your time.
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Chris B,
Thank you for taking the time to share your feedback.
We're sorry to hear that your experience with our AI Assistant was so frustrating. We understand how important it is to be able to access support quickly and easily, without feeling that you're going around in circles.
We're pleased to hear that, once connected to a member of our team, you received the level of customer service you expected. We appreciate your honest feedback and will share your comments with the relevant team as we continue to look for ways to improve the experience for our customers.
Thank you for your patience and for choosing Hoover.
Kind Regsards,
Chelsie
Hoover Team
I've been trying to book a repair
I've been trying to book a repair, spoke to robot then after checking all details she transfer to a human then to be told wrong department and given number to ring. Unbelievable
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Nisha,
Thank you for taking the time to share your feedback.
We're very sorry to hear about the frustrating experience you've had when trying to book a repair. We understand how disappointing it must have been to go through the process with our AI Assistant, only to be transferred to a member of our team and then told you had contacted the wrong department. This is not the level of service we aim to provide, and we appreciate how frustrating it must be to feel you've been passed from one place to another when simply trying to arrange a repair.
We would appreciate the opportunity to look into your experience and understand what happened. 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 this further.
We sincerely apologise for the inconvenience caused and thank you for bringing this to our attention.
Kind Regards,
Chelsie
Hoover Team
Really terrible service
Really terrible service. Got a new tumble dryer in January. I’ve since had 6 repairs for exactly the same thing - over sensitive switch in the back. Each repair takes 2-4 weeks to get an engineer. I spend more time without a functioning tumble dryer than being able to use it. They won’t replace or escalate even though it’s a common fault. They’ve said if I press the button to fix it myself, I won’t have warranty. I have a disabled child which they are aware of, I need to be able to dry multiple amounts of bedding a day. I will be replacing out of pocket and it will not be a hoover candy brand!
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Natalie Newell,
Thank you for taking the time to share your feedback.
We're very sorry to hear about the repeated issues you've experienced with your tumble dryer and sincerely apologise for the frustration and inconvenience this has caused. We understand how disappointing it must be to have required six repairs for the same fault since January, particularly with the lengthy waits for engineer appointments and the impact this has had on your ability to use the appliance. We also appreciate how important a reliable tumble dryer is for your family's needs, especially when you have a disabled child and need to dry bedding regularly. We're sorry that, despite the repeated repair attempts, you feel your concerns have not been adequately addressed.
We would like the opportunity to review your case and investigate the concerns you've raised regarding the recurring fault and the support you've 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 ongoing frustration and disruption and thank you for bringing this to our attention.
Kind Regards,
Chelsie
Hoover Team
AI was terrible when I called
AI was terrible when I called, wouldnt let me answer questions, just kept repeating itself, got through 2 a lovely lady more than helpful, after I got my engineer booked told her about the AI so she was going 2 see about that. Just wish we could get through 2 a human rather than AI it was so frustrating, anyway other than that service was excellent.
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Janice Gilbert,
Thank you for taking the time to share your feedback.
We're delighted to hear that our team member was so helpful and that you received excellent service once you were connected to a member of our team. However, we're very sorry that our AI Assistant made the initial experience so frustrating by repeatedly interrupting and not allowing you enough time to answer its questions.
Thank you again for your patience and for choosing Hoover!
Kind Regards,
Chelsie
Hoover Team
Very helpful lady took my call booked…
Very helpful lady took my call booked engineer and within an hour the job was done.
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Valued Customer,
Thank you so much for your wonderful review!
We're delighted to hear that our team member was so helpful in arranging your engineer appointment and that the job was completed so quickly. It's fantastic to know you received such efficient service from start to finish.
Thank you for choosing Hoover and for taking the time to share your experience. We truly appreciate your support!
Kind Regards,
Chelsie
Hoover Team
Frustrating AI
The whole experience was taken up with an AI repeating questions, and when I eventually got through to a human they could not help, so I asked for a direct number, and they told me I need to go through the 30mins AI again to get a human.
Demoralising and frustrating to get a warranty claim for an inferior battery in a product.
Hoover, sort it out, your a well established household brand, well you were at a time.
Get back on the ball.
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Stu Hamilton,
Thank you for taking the time to share your feedback.
We're very sorry to hear about the frustrating experience you had when trying to make a warranty claim for your battery. We understand how disappointing it must have been to spend so long navigating our AI Assistant, only to find that you still couldn't get the help you needed when you reached a member of our team. This is not the experience we want for our customers, and we appreciate you sharing your concerns about both our automated service and the support you received.
We would welcome the opportunity to investigate your experience and look into your warranty enquiry 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
Didn’t like the AI answering firstly…
Didn’t like the AI answering firstly and repeating every question without giving a chance to answer it. Once I got a human everything was spot on.
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon GH,
Thank you so much for your great review!
We're pleased to hear that everything went smoothly once you were connected to a member of our team. However, we're sorry that our AI Assistant made the initial experience frustrating by repeating questions without giving you enough time to respond.
We appreciate your feedback and will share your comments with the relevant team as we continue to look for ways to improve our customer service experience.
Thank you for your patience and for choosing Hoover!
Kind Regards,
Chelsie
Hoover Team
Great hoover
Great hoover. Just what I was looking for, light and easy to move around.
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Sara,
Thank you so much for your wonderful review!
We're delighted to hear that your new Hoover is just what you were looking for. It's great to know that you find it lightweight and easy to manoeuvre around your home.
Thank you for choosing Hoover. We hope you continue to enjoy your new vacuum cleaner!
Kind Regards,
Chelsie
Hoover Team
Very helpful
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Antonia Matthews.
Thank you so much for your lovely review!
We're delighted to hear that you found our service helpful. We truly appreciate you taking the time to share your feedback and thank you for choosing Hoover!
Kind Regards,
Chelsie
Hoover Team
This is the worst chatbot experience of…
This is the worst chatbot experience of all time. It took 10 minutes to get through the barrier of simple answers to straightforward questions. This included having to repeat my postcode 10 times and on the 11th attempt having had my postcode incorrectly repeated back to me by the chat bot I simply agreed that that was my postcode even though it wasn’t. It took several attempts to record NO in response to the request to receive marketing updates, offers etc.
The bot eventually confirmed that I had been identified and could be passed to a human Agent.
When I eventually got put to your Agent, Andy, after a terrible experience for 10 minutes, despite already having passed postcode test, I was yet again asked for my postcode.
Regarding the appointment to repair my tumble dryer, I’d already informed you that I would not be in on Tuesday 13th October and could I please rearrange?
The very reason for this call in the first place was to rearrange as your engineer arrived on 13th having been told that I would not be in. My preferred date is Monday, the 26th of October, nearly 2 weeks away. You are a Service Business and I was told that I would have to wait until following week beginning 2/11 for a straightforward door replacement. This response from your agent Andy was no fault of his but is more a failure in your processes and capacity to handle simple repair request within a moderate time scale and provide good quality customer service. I was told that your calls are recorded and I very much hope that this particular call has been been and has been acted on.
You are representing major brands as a so-called service business and I would recommend that your senior Executives responsible for the reputation and performance of your business go through the experience that I have just gone through.
I would seriously suggest that the same Executives seek some advice on how the front end of your business, the Customer facing end is performing. This is quite simply been one of the worst customers experiences.
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Andrew Bird,
Thank you for taking the time to share such detailed feedback.
We're very sorry to hear about the frustrating experience you had with our AI Assistant and the difficulties you encountered when trying to rearrange your engineer appointment. We understand how disappointing it must have been to repeat your postcode multiple times, struggle to update your marketing preferences, and then have to provide the same information again once connected to an adviser. We appreciate your concerns regarding the delay in securing a suitable appointment for your tumble dryer repair, particularly when you had already advised us that you would be unavailable for the original visit.
We recognise that your feedback highlights concerns about both our automated service and the time taken to arrange repairs. We take these comments seriously and would appreciate the opportunity to investigate your experience and review how your appointment was 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 frustration and inconvenience caused and appreciate you bringing these concerns to our attention.
Kind Regards,
Chelsie
Hoover Team
Absolutely abysmal customer service
Absolutely abysmal customer service. The whole front end either on the phone or WhatsApp is a very inadequate AI chatbot. I have just spent almost an hour waiting to get through to someone who can help, only to be disconnected the minute I get to the front of the queue. I then try the telephone option and when I finally get to speak to someone, they don’t have a clue what is going on. Evidently the booking team doesn’t speak to the service team so they can’t give me the help I need but they said my engineer is still booked. As soon I put the phone down, I received a text telling me my engineer I was expecting today is no longer coming. They then send a new appointment time in two weeks time without any consultation with me to see if is convenient.
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Andy McLeod,
Thank you for taking the time to share your feedback.
We're very sorry to hear about the frustrating experience you've had when trying to contact us and arrange your engineer appointment. We understand how disappointing it must have been to spend so long trying to reach someone, only to be disconnected, receive conflicting information and then discover that your appointment had been cancelled and rescheduled.
We're also sorry that the communication between our booking and service teams did not provide you with the clarity and support you needed. We appreciate how disruptive a further two-week wait can be, particularly when you were expecting an engineer to attend that day.
We would like 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, so our team can look into this further.
We sincerely apologise for the inconvenience and frustration caused, and thank you for bringing these concerns to our attention.
Kind Regards,
Chelsie
Hoover Team
Harman was extremely helpful and…
Harman was extremely helpful and explained everything on detail also very nice to talk with.Thankyou
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Robin,
Thank you so much for your wonderful review!
We're delighted to hear that Harman was so helpful and took the time to explain everything in detail. It's fantastic to know that you found him friendly and approachable and enjoyed speaking with him We'll be sure to pass your kind feedback on to Harman and the wider team.
Thank you for choosing Hoover and for taking the time to share your experience!
Kind Regards,
Chelsie
Hoover Team
Clear helpful and concise
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon Al Peace,
Thank you so much for your lovely review!
We're delighted to hear that you found our service clear, helpful and concise. We truly appreciate you taking the time to share your feedback and thank you for choosing Hoover!
Kind Regards,
Chelsie
Hoover Team
Need to ditch their chat bot
Quite possibly the worst example of chat bot implementation I have seen -not up to dealing with anything unusual and too slow to get to a real person.
...and I have to say the real people were brilliant. Helpful, knowledgeable and got things sorted in minutes after an hour with the bots.
The recorded message before you connect asks you not to be abusive to the staff which is presumably an issue when people escape from AI purgatory and vent on the call handlers
2026年10月14日
自発的なレビュー
Hoover UK からの回答
Good Afternoon RL,
Thank you for taking the time to share your honest feedback.
We're sorry to hear that your experience with our AI Assistant was so frustrating and that it took such a long time to reach someone who could help. We understand how disappointing it must have been to spend an hour navigating the automated service, only for your issue to be resolved within minutes once you spoke to our team.
However, we're delighted to hear that our customer service colleagues were helpful, knowledgeable and able to get everything sorted for you so efficiently.
We appreciate your comments regarding the AI Assistant and the time it takes to reach a human adviser. Your feedback is valuable, and we'll share it with the relevant team as we continue to look for ways to improve the customer experience.
Thank you again for recognising the excellent service provided by our colleagues, and for bringing your concerns to our attention.
Kind Regards,
Chelsie
Hoover Team
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 engineer’s 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年10月14日
自発的なレビュー
Hoover UK からの回答
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 collection…
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 “we wont be replacing it”. A faulty gas hob that i was told we are “very lucky to be alive” as the hob was leaking and i had been using it obviously with a naked flame on the hob. “Its a miracle it didnt blow” 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年10月13日
自発的なレビュー
Hoover UK からの回答
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 in…
The lady Vicki was extremely helpful in sorting out my issue. Very pleased.
2026年10月14日
自発的なレビュー
Hoover UK からの回答
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 very…
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年10月13日
自発的なレビュー
Hoover UK からの回答
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 couldn’t make it on a weekday. They said ‘great- thanks for telling us’. And now they’ve 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年10月13日
自発的なレビュー
Hoover UK からの回答
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
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