Frustrating to hold to talk to an actual person to find they can give no more information than online. Asked for a manager to call me to be told that I will need to call again next week! To chase par... See more
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You only get through to an autmated machine and the voice asks the same question over and over , and if she can,t pass you to a real person you have to go all through it again and again. The contact w... See more
Company replied
The new automated phone answering service is awful. 13 mins repeating my name and postcode to try and get it to recognise them. It then heard me swearing at my husband saying I just want to talk to... See more
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The ai is an absolute nightmare. Once finally speaking to agent it got better. Disappointed appliance came faulty
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Company details
Written by the company
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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United Kingdom
- hoover-home.com
3.2
Average
25K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 99% of negative reviews
Typically replies within 48 hours
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Poor Customer Service
Washing machine had a fault. It was still in the 12 month warranty period so called Hoover. Call answered by an AI assistant which was completey useless, but after 10mins or so of getting nowhere, managed to be put through to a human. After avoiding all the upselling to Domestic and General, and being warned about the costs if the problem turns out to be user related or aborted etc, got a date for the engineer visit. The first available date was on 5th Aug (6 days away), so took that one. Got a text and email confiming it would be between 7am and 6pm with a confimation message sent either the night before or in the morning (depending if you believed the text or email). In the end there was no message sent, so i called Hoover to find out what time the engineer would be arriving. After speaking to AnnDroid (8 mins just to verify my details) she confirmed my appointment was on the 11th. Another 6 days away! I asked to speak to a human, who confirmed the date had been changed but could not say why, or why i hadn't been informed. The human agent was very nice but the overall customer service experience very poor. Only afterwards i thought if i had taken the DomGen insurance option would i get better service? And then i thought back to the mesaging about the £80 charge if the engineers time is wasted. Is my time worth any less?
5 August 2026
Unprompted review
Reply from Hoover UK
Good afternoon Terry
Thank you for taking the time to share your feedback.
We are sorry to hear about the difficulties you experienced when arranging your repair and appreciate how frustrating this must have been, particularly with the changes to your appointment date and the lack of communication regarding this.
We are pleased to hear that, once connected with a member of our team, they were able to assist you and that you found the advisor helpful. However, we understand your concerns regarding the overall experience and the inconvenience caused by having to contact us again for an update.
We are continually reviewing our customer journey, including our automated services and appointment communication processes, to improve the support we provide.
We appreciate your feedback and will ensure this is shared with the relevant teams to help us improve our service.
Kind regards,
Jackie
The Hoover Team
Reply from Hoover UK
Good afternoon, tony
Thank you for taking the time to leave your review.
We are delighted to hear that you are pleased with your Hoover vacuum cleaner and that you received excellent service with a good price and fast delivery.
Thank you for choosing Hoover.
Kind regards,
Fiona
The Hoover Candy Team
Quick and efficient service
Quick and efficient service. Tumble drier up and running in a jiffy after removal of old one.
27 July 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Cathy,
Thank you for your lovely review! We're delighted to hear you found our service quick and efficient, and that your new tumble dryer was installed with no hassle. We really appreciate your feedback and thank you for choosing us.
Kind regards
Lauryn
Hoover Candy Team
easy to use website
easy to use website. swift delivery. great product, brilliant on my short very thick carpets
1 August 2026
Unprompted review
Reply from Hoover UK
Good Morning Nicola
Thank you so much for sharing your positive comments and we're very happy to hear you are happy with your purchase.
Kind regards
The Hoover Team.
Great price and quick delivery
Great price and quick delivery. Hoover works really well.
4 August 2026
Unprompted review
Reply from Hoover UK
Good morning, Stuart Barnard
Thank you for taking the time to leave your review.
We are delighted to hear that you are pleased with your Hoover appliance and that you received a great price with quick delivery.
It is fantastic to know that your appliance is working well and meeting your expectations. We appreciate your feedback and thank you for choosing Hoover.
Kind regards,
Fiona
The Hoover Candy Team
Great hoover
Great hoover, easily put together and a fair price. It really grabs the dust in our house.
Easy to buy, swiftly sent and excellent service throughout a few days.
31 July 2026
Unprompted review
Reply from Hoover UK
Good morning
Thank you for taking the time to leave your review.
We are delighted to hear that you are pleased with your Hoover vacuum cleaner and that you found it easy to assemble, effective at picking up dust, and great value for money.
It is also fantastic to hear that your ordering and delivery experience was quick and straightforward. We appreciate your kind feedback and thank you for choosing Hoover.
Kind regards,
Jackie
The Hoover Team
I have been waiting 10 days for an…
I have been waiting 10 days for an appointment which has been moved twice. The appointment today was missed. After talking to AI bot spoke to a person who was even less helpful.
4 August 2026
Unprompted review
Reply from Hoover UK
Good morning, Judith Page
Thank you for taking the time to leave your review.
We are sorry to hear about the delays you have experienced with your engineer appointment and apologise for the frustration caused by the appointment being rescheduled and the visit not taking place as expected.
We understand how disappointing it must have been to wait for assistance, only for the appointment to be missed, and then feel that you did not receive the support you needed when contacting our team.
We would like the opportunity to review your case and assist you further. Please email your full name, address, contact details, appliance details, and a copy of your review to social.media@hoovercandy.com, and we will investigate this for you.
Kind regards,
Fiona
The Hoover Candy Team
If you are going to have an AI…
If you are going to have an AI assistant at least make so it understands when you want to speak to an advisor, not argue you don't have an appliance or an engineer booked when you do, always said I wouldn't buy another Hoover product but was desperate and now 3 months later it's not working and to be fair it never has properly
4 August 2026
Unprompted review
Reply from Hoover UK
Good morning, damian warlow
Thank you for taking the time to leave your review.
We are sorry to hear about the difficulties you experienced when trying to contact us and apologise for the frustration caused by your experience with our AI Assistant.
We understand how disappointing it must have been to feel that your request to speak with an advisor was not recognised and that you were unable to progress your query as expected. We also appreciate your frustration that your appliance has not performed as you hoped since purchase.
We would like the opportunity to review your concerns and assist you further. Please email your full name, address, contact details, appliance details, and a copy of your review to social.media@hoovercandy.com, and we will investigate this for you.
Kind regards,
Fiona
The Hoover Candy Team
Delivery on schedule by excellent…
Delivery on schedule by excellent installation team who gave professional service and worthwhile tips
4 August 2026
Unprompted review
Reply from Hoover UK
Good morning, Frank Narloch
Thank you for taking the time to leave your review.
We are delighted to hear that your delivery arrived as scheduled and that you received excellent service from our installation team.
It is great to know that the team provided a professional service and shared helpful tips to support you with your new appliance.
Thank you for choosing Hoover, and we hope you enjoy your appliance.
Kind regards,
Fiona
The Hoover Candy Team
Person was great on the phone very…
Person was great on the phone very informative and helpful couldn’t ask for better service
4 August 2026
Unprompted review
Reply from Hoover UK
Good morning, James Goodwin
Thank you for taking the time to leave your review.
We are delighted to hear that you had such a positive experience with our customer service team.
It is great to know that the advisor was informative, helpful, and able to provide the support you needed. We appreciate your kind feedback and will share your comments with the team.
Thank you for choosing Hoover.
Kind regards,
Fiona
The Hoover Candy Team
The Hoover itself is great
The Hoover itself is great. The only reason for 4 stars is the DPD delivery. We were in all day on the delivery date, windows open and dog present. I fully appreciate that deliveries are sometimes delayed but I was absolutely fuming to receive a message stating I wasn't in. I wanted to vent my irritation but couldn't contact Hoover or DPD. The product itself is amazing and I felt quite ashamed when I saw the amount of dirt from the carpet that I had recently cleaned with my old appliance. It also restored the pile.
30 July 2026
Unprompted review
Reply from Hoover UK
Good morning, Janet Tomkies
Thank you for taking the time to leave your review.
We are delighted to hear that you are pleased with your Hoover and that the performance has exceeded your expectations. It is fantastic to hear how much of a difference it has made to your carpets and that it has helped restore the pile.
We are sorry to hear about the issues you experienced with the delivery service and understand how frustrating it must have been to receive a notification stating that you were not available when you had been waiting in for the delivery.
We appreciate your feedback regarding the delivery experience and will share your comments with the relevant teams.
Thank you again for choosing Hoover, and we hope you continue to enjoy your appliance.
Kind regards,
Fiona
The Hoover Candy Team
After some initial tech problems and a…
After some initial tech problems and a very patient man got aorted and a repair was swiftly booked 🙂
4 August 2026
Unprompted review
Reply from Hoover UK
Good morning Kath
Thank you for taking the time to leave your review.
We are pleased to hear that, despite the initial technical issues, our colleague was patient and able to assist you in getting everything sorted. It's great to know that your repair was then booked promptly.
We appreciate your feedback and thank you for choosing Hoover.
Kind regards
Jackie
The Hoover Team
The customer service agents don’t seem…
The customer service agents don’t seem to listen. I requested removal of my details from their database (due to no longer owning a Hoover appliance - THANK GOODNESS) they kept texting and email, booking in appointments for an appliance which isn’t even at my new address. The appliances are as as terrible as the customer service.
4 August 2026
Unprompted review
Reply from Hoover UK
Good Afternoon ThreeC Funk,
Thank you for taking the time to leave your review.
We are very sorry to hear about your experience and sincerely apologise for the frustration caused by the continued communications after you requested your details to be removed from our records.
This is not the level of service we strive to provide. We would like the opportunity to investigate why you continued to receive appointment notifications and ensure your request has been handled correctly.
If you would be kind enough to send us your name and address details to social.media@hoovercandy.com we will look into this matter further and be in touch.
Kind regards,
Raeesa
Hoover Candy Team
My Dream Machine
Fantastic piece of equipment recommend to anybody whole have problems lifting there hoovers.
Love it.
4 August 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Maureen,
Thank you so much for your fantastic review!
We're delighted to hear that you're loving your new vacuum cleaner and that it's made cleaning easier for you. It's wonderful to know that the lightweight design has made such a positive difference and that you would recommend it to others.
Thank you for choosing Hoover. We truly appreciate your support and hope you continue to enjoy your new vacuum cleaner.
Kind Regards,
Chelsie
Haier | Hoover | Candy
Good light weight vacuum
Good light weight vacuum. It was not clear in the advert that this was corded!
Whoops!
1 August 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Richard Adams,
Thank you for taking the time to leave a review!
We're delighted to hear that you're pleased with the lightweight design and performance of your new vacuum cleaner.
We're sorry to hear that the product being corded was not as clear as it could have been in the advert. We really appreciate you bringing this to our attention, as customer feedback like yours helps us improve the information we provide to make choosing the right product even easier.
Thank you for choosing Hoover, and we hope you continue to enjoy your new vacuum cleaner.
Kind Regards,
Chelsie
Haier | Hoover | Candy
Prompt response,quick solution kind…
Prompt response,quick solution kind Thank you.
4 August 2026
Unprompted review
Reply from Hoover UK
Thank you for your wonderful review! We're delighted to hear you received a prompt response and a quick solution. We really appreciate your kind feedback.
Kind Regards
Ismaeel
Hoover Team
I bought a reconditioned unit in good…
I bought a reconditioned unit in good faith. The battery lasted less than 2 weeks, and it took a further week. And a 1/2 to get it replaced with very slow correspondents the same issue has happened again. I think there is a fault with the unit and they want me to pay for the return postage, so they can replace the unit. This is appalling service.
9 July 2026
Unprompted review
Reply from Hoover UK
We're sorry to hear about your experience. As the manufacturer, we do not supply reconditioned appliances or provide a warranty for them. We would recommend contacting the supplier you purchased the appliance from, as they will be best placed to assist you with a resolution.
Kind Regards
Ismaeel
Hoover Team
A name to be trusted.
The fact that, through the Daily Mail, I got a large discount certainly helped. Also I trust the brand, so thought it would be a good purchase.
Ordering process was easy, I was offered an additional item for very little & delivery was swift. All in all a positive experience.
24 July 2026
Unprompted review
Reply from Hoover UK
Good morning, Rachel 'RC' Nash
Thank you for taking the time to leave your review.
We are delighted to hear that you had a positive experience with your purchase and that you were happy with the ordering process, delivery service, and the offer available at the time.
We appreciate your kind comments regarding your trust in our brand and are pleased that we were able to provide an experience that met your expectations.
Thank you again for choosing Hoover.
Kind regards,
Fiona
The Hoover Candy Team
Great service quick
Great service, quick call-out as engineer was there the next day, problem with the washing machines door lock. Had the spare parts with him , fixed the issue in 20 minutes.
3 August 2026
Unprompted review
Reply from Hoover UK
Good morning, Prasun Rana
Thank you for taking the time to leave your review.
We are pleased to hear that you received a quick service and that the engineer was able to attend the following day, diagnose the issue with your washing machine door lock, and complete the repair efficiently.
We appreciate your feedback and are glad that the repair was completed with the required parts available during the visit.
Kind regards,
Fiona
The Hoover Candy Team
Worth the wait
When I eventually got through the young man was very helpful and informative
3 August 2026
Unprompted review
Reply from Hoover UK
Good morning, Karen Cross
Thank you for taking the time to leave your review.
We are pleased to hear that, once you reached our team, the advisor was helpful and informative.
We appreciate your patience and your feedback regarding your experience. Your comments will be shared with the relevant teams as we continue to improve our customer service.
Kind regards,
Fiona
The Hoover Candy Team
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