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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Review summary
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My enquiry was for Haier washing machine (out of warranty but has parts cover). Funny automated questions to start & then real humans & put through to out of warranty dept. Slightly unclear line with... See more
Company replied
Calling at first and giving my details to the automated system was not straightforward the system could not pronounce my name correctly.I had to repeat my name 4 times. I was put through to speak with... See more
Company replied
Needed to cancel my repair due to illness, but the process was ridiculous. Website was down, chat was useless, automated phone menu was infuriating. First customer service person couldn’t help so tr... See more
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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.
Contact info
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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Getting through to Hoover was not a…
Getting through to Hoover was not a good experience, it is a computer and she didn’t recognise our postcode as we are a new build, I had to repeat the number five times, my husband had a stroke a couple of weeks ago so I found the whole process very trying. When I did finally get through to a person they were helpful. My two month old Hoover fridge/freezer broke down. I had to wait a week for the repair man to come out and he said it was the circuit board and he would order a new one. Just chased it up again this morning, through the computer who again didn’t recognise the postcode and after numerous attempts finally put me through to a human, they were great when I got through and are sending me a new Fridge freezer Friday hopefully but getting through to someone is a nightmare.
3 August 2026
Unprompted review
Reply from Hoover UK
Good Afternoon,
Thank you very much for taking the time to share your recent experience. We are sorry to read about your difficulties with our computer system, we can understand how frustrating this must have been.
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. We are glad to know our colleagues were able to provide a resolution in the end. If there is anything further we can do please let us know, you can reach out to us at social.media@hoovercandy.com
Kind Regards,
Alina
Haier Hoover Candy Team
I spent 20 mins talking to a robot…
I spent 20 mins talking to a robot which finally told me my appliance had an extended warranty but couldn’t help me further. It eventually transferred me to a human that told me I didn’t have an extended warranty. AI being wrong as usual
3 August 2026
Unprompted review
Reply from Hoover UK
We're sorry to hear about your experience and apologise for any frustration caused. We appreciate your feedback regarding our AI system, and we'll ensure your comments are shared with the relevant team as we continue to improve our service.
Kind Regards
Ismaeel
Hoover Team
Very Friendly Professional Staff Many…
Very Friendly Professional Staff Many Thanks David Anthony Ings
31 July 2026
Unprompted review
Reply from Hoover UK
Thank you for your wonderful review! We're delighted to hear you found our team friendly and professional. We really appreciate your kind words and your support.
Kind Regards
Ismaeel
Hoover Team
Your AI system is dreadful
Your AI system is dreadful, I spent over 5 minutes trying to spell my postcode out.
3 August 2026
Unprompted review
Reply from Hoover UK
We're sorry to hear about your experience and apologise for the frustration caused. We appreciate your feedback regarding our AI system, and we'll ensure your comments are shared with the relevant team as we continue to improve our service.
Kind Regards
Ismaeel
Hoover Team
An hour before the technician was due…
An hour before the technician was due to arrive in got a message to say that my booking change. This is unacceptable this appointment was booked over a week ago do enough notice should have been give.
3 August 2026
Unprompted review
Reply from Hoover UK
We're sorry to hear your appointment was changed at short notice and apologise for the inconvenience caused. Please email us at social.media@hoovercandy.com with your details so we can look into this further for you.
Kind Regards
Ismaeel
Hoover Team
I've had a Shark vacuum for years I…
I've had a Shark vacuum for years I thought it was good ,but the Hoover is far better , it cleans brilliantly,it's far lighter than the Shark and half the price.
I would highly recommend this vacuum cleaner
2 August 2026
Unprompted review
Reply from Hoover UK
Good morning, Mr Raymond Lambert
Thank you for taking the time to leave your review.
We are delighted to hear that you are so pleased with your new Hoover vacuum cleaner.
It's great to know that you found it lighter, offers excellent cleaning performance, and represents great value for money compared with your previous vacuum.
Thank you for your recommendation, and we hope you continue to enjoy using your Hoover appliance.
Kind regards,
Fiona
The Hoover Candy Team
Very helpful lady on the phone
Very helpful lady on the phone. I had already had an engineer out and needed another visit.
31 July 2026
Unprompted review
Reply from Hoover UK
Good morning Susan
Thank you for taking the time to leave your review.
We are delighted to hear that you found our advisor to be very helpful and that they were able to assist you in arranging the follow-up engineer visit.
We appreciate your kind comments and thank you for choosing Candy. We hope your appliance is now fully resolved and continues to perform well.
Kind regards,
Jackie
The Hoover Team
Hoover oven can’t bake a cake or flan, it sucks!
Our new build had a Hoover oven, they should stick to vacuum cleaners as this oven sucks!!
So we have a built in double oven (H09dc3ub308bi), after a couple of weeks of trying every oven setting we realised this can’t bake a cake or flan for ….!
I then got a temp probe and when set to 150c it was swinging from 90c to 190c. Engineer came out and despite explicitly explaining the problem he didn’t have a thermostat so we had another weeks wait.
The new thermostat improved things slightly but we’ve still got temp swings of +/- 20% or more. Engineer came out again, confirmed the temp swings and said he would check with technical. Couple of weeks have gone by and nothing!
Sent a complaint to Hoover with all the above and they were not the sharpest of knives as their response was we will check with technical team, so I explained we had been waiting weeks without resolution so come and get the oven as we don’t want it or a replacement as google reviews also highlight other people have had the wxact same issue as us, this can’t bake a cake for ….!
2 August 2026
Unprompted review
Reply from Hoover UK
Good morning, Clive,
Thank you for taking the time to leave your review.
We are sorry to hear about the issues you have experienced with your oven and appreciate how frustrating this has been, particularly after multiple engineer visits and the time you have spent trying to resolve the matter.
I have reviewed your case and can see that it is currently being investigated. Our team is liaising internally to obtain further information and will respond to you as soon as an update is available.
We appreciate your patience while we complete our investigation and apologise for the inconvenience caused.
Kind regards,
Fiona
The Hoover Candy Team
Didn't receive help need staff very…
Didn't receive help need staff very unhelpful trying to book repair and wasn't able to
2 August 2026
Unprompted review
Reply from Hoover UK
Good morning, Lesleyann
Thank you for taking the time to leave your review.
We are sorry to hear about your experience and apologise that you were unable to book a repair.
We are also sorry to hear that you found our team unhelpful. This is not the level of customer service we aim to provide, and we appreciate you bringing this to our attention.
We would like the opportunity to investigate your experience and assist you further. Please email your full name, address, contact details, and a copy of your review to social.media@hoovercandy.com, and we will look into this for you.
Kind regards,
Fiona
The Hoover Candy Team
Poor after sales AI and IVR
The IVR system only allows voice input, yet its voice recognition is so poor that I wasted around 10 minutes repeatedly trying to make it understand me before I could finally speak to a human agent.
The online chat and appointment-booking service were no better. It was impossible to book an appointment online. We had previously serviced the appliance, but the AI claimed that I don’t have profile created. I input some text to get through but the AI agent finally responded it could not make an appointment and i have to call to make repair appointment.
Hoover seriously needs to improve both its automated telephone system, AI and its record-keeping. Customers should not have to waste this much time simply trying to arrange a service appointment.
2 August 2026
Unprompted review
Reply from Hoover UK
We're sorry to hear about your experience and sincerely apologise for the frustration caused. We appreciate your feedback regarding our automated phone system and online booking process, and we'll ensure your comments are shared with the relevant teams as we continue to improve our services. Please email us on social.media@hoovercandy.com - so we can assist you further if required.
Kind Regards
Hoover Team
Reply from Hoover UK
Thank you for your fantastic review! We're delighted to hear your purchase was easy and that your appliance was delivered so quickly. We hope you enjoy your new Hoover.
Kind Regards
Hoover Team
Quality products always fast service…
Quality products always fast service and after sales good warranties friendy advises on phone helpful in every way I just think hoover product out match others on market first class all round
2 August 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Bob,
Thank you very much for sharing your thoughts here. We are glad to hear you are happy with our products and the advice you have received from my colleagues. We do appreciate you taking the time to leave a review.
Kind Regards,
Alina
Haier Hoover Candy Team
The lady wasn’t helpful at all I’ve…
The lady wasn’t helpful at all I’ve been without a washer now for nearly 3 weeks and further don’t know how long, the engineer said it’s going to cost more to fix than washer it’s self, and the parts out of stock how long I’m I going to be without a washer it’s a joke hoover
2 August 2026
Unprompted review
Reply from Hoover UK
We're sorry to hear about your experience and sincerely apologise for the frustration this has caused. This is not the level of service we aim to provide. Please email us at social.media@hoovercandy.com with your details so we can review your case and do our best to help resolve this for you.
Kind Regards
Hoover Team
Product is very efficient as expected…
Product is very efficient as expected from Hoover but wait to see if durable over time
1 August 2026
Unprompted review
Reply from Hoover UK
Thank you for your review. We're delighted to hear you're pleased with your appliance so far, and we hope it continues to meet your expectations for many years to come. Enjoy your new Hoover!
Kind Regards
Hoover Team
Very quick delivery and nice and easy…
Very quick delivery and nice and easy to use vacuum.
27 July 2026
Unprompted review
Reply from Hoover UK
Good Morning,
Thank you for your review! We are very glad to hear you are happy with your new vacuum and service you have received.
Kind Regards,
Alina
Haier Hoover Candy Team
AI was not very good
AI was not very good, however once I was transferred to an operator the service was extremely good
1 August 2026
Unprompted review
Reply from Hoover UK
Good Morning Sharon,
Thank you for taking the time to share your experience with us.
We appreciate your honest feedback as we continuously work on improving our services. I am glad to hear my colleague was able to offer you the support you needed.
Kind regards,
Alina
Haier Hoover Candy Team
Don't put erroneous statements on delivery notes.
Product seems excellent, & delivery all good but I object to erroneous statements (attributed to me), that I never made being attributed to me on the signed delivery note.
24 July 2026
Unprompted review
Reply from Hoover UK
Thank you for your feedback. We're pleased to hear you're happy with your product and that the delivery went well. We're sorry to hear about your concerns regarding the delivery note. Please email us at social.media@hoovercandy.com with your details so we can look into this further for you.
Kind Regards
Hoover Team
Hoover condenser dryer plug overheated…
Hoover condenser dryer plug overheated and caused flames. The plug melted into the socket. Absolutely awful customer service from Hoover, rude, no accountability or recognition how dangerous this event was. I will never buy a Hoover product again.
1 August 2026
Unprompted review
Reply from Hoover UK
We're very sorry to hear about your experience, and we sincerely apologise for the distress this incident has caused. We take reports of this nature very seriously. Please email us at social.media@hoovercandy.com with your details so we can review your case fully and do our best to assist you.
Kind Regards
Hoover Team
Patient guidance, problem resolved
Patient, detailed guidance. Considerate and encouraging. Problem resolved.
31 July 2026
Unprompted review
Reply from Hoover UK
Thank you for your wonderful feedback. We're delighted to hear that you received patient, detailed support and that your issue was resolved. We really appreciate you taking the time to share your experience.
Kind Regards
Hoover Team
The Hoover machine experience
The Hoover machine that was bought 8 months ago has stopped working.
Contacted the warranty company general and domestic and booked in an appointment to rectify the problem.
The booking was a week from the first reported issue and a time of between 14.30 to 16.30 given for an engineer to attend.
It’s 19.49 now and still no engineer, contacted the customer service at 16.45 to be told to wait until 18.00.
Bought the machine from John Lewis with a 5 year warranty. Not the service expected, took a day off work specifically for this.
Worse than this service is the terrible AI you have to engage with, no clue whatsoever.
All in all not happy. An appliance that hasn’t lasted a year, a service engineer that failed to come at the designated time and the very poor customer service.
If you can not provide a service don’t offer it and let the consumer save their money and go else where.
31 July 2026
Unprompted review
Reply from Hoover UK
We're sorry to hear about your experience and sincerely apologise for the frustration caused. This is not the standard of service we aim to provide. Please email us at social.media@hoovercandy.com with your details so we can review your case and do our best to help resolve this for you.
Kind Regards
Hoover Team
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