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
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
The ai is an absolute nightmare. Once finally speaking to agent it got better. Disappointed appliance came faulty
Company replied
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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Having to deal with your AI assistant…
Having to deal with your AI assistant is a horrible experience, which makes me seriously question hoover as a brand. Also, having to wait longer than 28 days for you to repair an 8 month old dishwasher is poor
31 July 2026
Unprompted review
Reply from Hoover UK
We're sorry to hear about your experience and understand your frustration. This isn't the level of service we aim to provide. Please email us at social.media@hoovercandy.com with your details so we can look into your case further and do our best to help.
Kind Regards
Hoover Team
The actual phone conversation with a…
The actual phone conversation with a human was long awaited for. Took me 30 mins and numerous repetitive questions from an AI to actually get through to speak to a human. The human I spoke to was very helpful and perhaps lessons should be learned from this
31 July 2026
Unprompted review
Reply from Hoover UK
We're sorry to hear about your experience and appreciate you taking the time to share your feedback. We're pleased to hear that the colleague you spoke with was helpful, and we'll ensure your feedback is noted as we continue to review and improve our customer service experience.
Kind Regards
Hoover Team
Disgusting service!
I have had an afternoon of work unpaid to be available for the engineer to come & he hasn’t turned up. I have now chased it to be told he’s off sick. No one from Hoover has contacted me & I have now lost money.
Person on Customer Service won’t give me a first call so as not to loose more money. I ask for supervisor but told they are not taking call! The whole situation is disgusting!!!!!
31 July 2026
Unprompted review
Reply from Hoover UK
We're sorry to hear about your experience. We completely understand how frustrating this has been for you. Please email us at social.media@hoovercandy.com with your details so we can look into what happened and do our best to help resolve this for you.
Kind Regards
Hoover Team
Enquiry - faulty washing machine
Emily was very helpful and explained all
my options thoroughly
30 July 2026
Unprompted review
Reply from Hoover UK
Thank you for your kind review. We're so pleased to hear Emily was able to explain all of your options clearly and provide helpful support. We'll be sure to pass your feedback.
Kind Regards
Hoover Team
Long wait for parts and engineers!
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 parts on my washing machine repair, over a week for any update. Then Appointment given for a just under a month after initial visit.
21 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon, Kate Parsons
Thank you for taking the time to leave your review.
We are sorry to hear about your experience and apologise for the frustration caused by the delays with your washing machine repair.
We understand how disappointing it is to wait for parts and a return engineer appointment, particularly when you were unable to obtain any additional information after contacting our Customer Service Team. We also appreciate your concerns regarding the delay in receiving a management callback.
We would like the opportunity to review your repair and provide an update where possible. Please email your full name, address, contact details, and a copy of your review to social.media@hoovercandy.com, and we will investigate this further.
Kind regards,
Fiona
The Hoover Candy Team
Machine delivered with broken door lock
Delivery driver tried to close door of new washer/dryer but couldn’t . He said nothing about this and then left our property promptly. My husband and I tried to close the door and again it wouldn’t close. It’s apparent that the door lock had been sheared off before delivery. The lady at Hoover wasn’t listening to me as she said the retailer would be responsible for any refund. I told her twice we had bought the machine directly from the manufacturer
31 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon, Hilary
Thank you for taking the time to leave your review.
We are sorry to hear about the issue you experienced with your washer dryer on delivery and apologise for the frustration caused.
We understand your concerns regarding the damaged door lock and appreciate that you were trying to explain that the appliance was purchased directly from the manufacturer. We are sorry if you felt your concerns were not fully listened to during your conversation with our team.
We would like the opportunity to review this matter further and assist you. Please email your full name, address, contact details, order 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 fast but vacuuming weak
Delivery was fast. But Hoover itself performs very poorly. Weak suction, does not do a great job of hoovering up dirt and not great on wooden floors. Next time I will buy Miele.
31 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon, Stevland
Thank you for taking the time to leave your review.
We are pleased to hear that your appliance was delivered quickly. However, we are sorry to hear that you have been disappointed with its cleaning performance.
We appreciate your feedback regarding the suction and performance on wooden floors, and we are sorry that the appliance has not met your expectations.
We would like the opportunity to look into this further. Please email your full name, address, contact details, appliance model number, and a copy of your review to social.media@hoovercandy.com, and we will be happy to investigate your concerns.
Kind regards,
Fiona
The Hoover Candy Team
Reply from Hoover UK
Good Afternoon Jack,
Thank you for taking the time to share your feedback.
We are very sorry to hear about your experience with our engineers. This is not the level of service we aim to provide, and we understand how disappointing this must have been.
We take feedback regarding our engineers seriously and would like the opportunity to investigate your concerns further. If you would be kind enough to send us your name, address details, and copy of your review to social.media@hoovercandy.com we will look into this matter further and be in touch.
Kind regards,
Raeesa
Hoover Candy Team
I called about a return request and…
I called about a return request and after 15 minutes and repeatedly giving my information to the chatbot I get through to a human who tells me to enter the details on a return email. Very pleasant human but what a waste of time
31 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon, Miss Liz Walker
Thank you for taking the time to leave your review.
We are sorry to hear about your experience when requesting a return and apologise for the time taken to reach a member of our team.
We appreciate your feedback regarding the automated service and understand how frustrating it must have been to spend time providing your information, only to be advised by an advisor to submit your request using the returns email.
We are pleased to hear that the advisor you spoke with was pleasant, but we recognise that the process itself did not meet your expectations. Your comments will be shared with the relevant teams as we continue to review and improve our customer experience.
Kind regards,
Fiona
The Hoover Candy Team
Good delivery good product perfect…
Good delivery good product perfect service thank you
17 July 2026
Unprompted review
Reply from Hoover UK
Good morning Christine
Thank you for taking the time to leave your review.
We are delighted to hear that you are happy with your delivery, your product, and the service you received.
Thank you for your kind comments and for choosing Hoover. We hope you continue to enjoy your appliance.
Kind regards,
Jackie
The Hoover Team
The automated telephone answering system
The automated system when the call is picked is total nonsense . 10 mins of talking to a badly automated telephone system, it can’t be good for the reputation of the hoover company. My strong advice , get
Rid of it or redsign it. Put yourself in customers position that are calling in. It is frustratingly total nonsense. The person I spoke to was excellent and very
Helpful.
30 July 2026
Unprompted review
Reply from Hoover UK
Good morning
Thank you for taking the time to leave your review.
We are sorry to hear that you found our automated telephone system frustrating and appreciate you taking the time to share your feedback. Your comments are important to us and will be shared with the relevant team as we continue to review and improve our customer experience.
We are, however, delighted to hear that the member of our team you spoke with was excellent and very helpful. We will ensure your positive feedback is passed on.
Kind regards,
Jackie
The Hoover Team
I had a fault on my candy fridge…
I had a fault on my candy fridge freezer around 6 weeks ago i reported this and you sent an engineer out who came and said i needed parts had to be ordered from italy i was not informed of a time only a date so took the day off he turned up at 5:30pm so lost a days wage could of gone work so 4 weeks on get a message 29th july at 4:30pm engineer coming tomorrow you will get a message with a 2 hour time slot once again never got the message and phone number confirmed receiving messgaes reagrding dates so not my phone so had to ring you at work to be told he will be there within 30 minutes so had to phone my elderley mother to come round engineer turns up and leaves with job done hes told her dispenser is working but waiting on a part will come to my address easy for ME TO FIT so tested it water pumps out all over my room so called you ok we can get anothet engineer visit when part arrives so i ask ok i need an appointment either 4pm onwards or weekend after all the messing about ive had no cant do that ok can i speak to a manager no cant do that so what now i want this sorting and will have to fit in with my schedule otherwise im taking it above candy ive never been messsed around as much with any company and had such bad customer service
30 July 2026
Unprompted review
Reply from Hoover UK
Good morning Carl
Thank you for taking the time to leave your review.
We are sorry to hear about your experience and appreciate how frustrating the delays, communication issues and inconvenience have been.
We understand your concerns regarding the appointment timings, the lack of a two-hour time slot notification, and the further issue you experienced after fitting the part. We also appreciate the inconvenience this has caused, particularly where you have had to take time away from work and make alternative arrangements for someone to be at your property.
We would like the opportunity to investigate your case further. Please email us at social.media@hoovercandy.com with your full name, address and details of your review, and a member of our team will review your case and contact you.
Kind regards,
Jackie
The Hoover Team
The staff that dealt with my query was…
The staff that dealt with my query was very helpful and understanding. She was able to resolve my query.
The engineer that visited my property was restful and gave some useful tips about my washing machine. Overall I am happy, although I haven't tested it after the engineer visited about 3 hours ago; I will do some washing later to be sure everything is working okay.
30 July 2026
Unprompted review
Reply from Hoover UK
Good morning Elizabeth
Thank you for taking the time to leave your review.
We are delighted to hear that our customer service representative was helpful and understanding, and that they were able to resolve your query.
We are also pleased to hear that the engineer who attended your property was helpful and provided you with useful advice about your washing machine.
We hope your appliance continues to work as expected, and thank you for choosing Hoover.
Kind regards
Jackie
The Hoover Team
Very very poor customer service and…
Very very poor customer service and very rude . No help at all. I’m telling if this kind of people working with candy, they will shut down soon.
30 July 2026
Unprompted review
Reply from Hoover UK
Good morning Josemon George
Thank you for taking the time to leave your review.
We are sorry to hear that you were disappointed with the service you received and that it did not meet your expectations.
We take all customer feedback seriously and would like the opportunity to investigate your experience further. Please email us at social.media@hoovercandy.com with your full name, address, and details of your review, and a member of our team will look into this for you.
We appreciate your feedback and hope to have the opportunity to address your concerns.
Kind regards
Jackie
The Hoover Team
Avoid any Purchases with Hoover
I ordered a Hoover HF1 Max Cordless Vacuum Cleaner Anti Hair Wrap 200W from the Hoover website. DPD was the courier. I didn't receive the product and neither company will take responsibility. Therefore, I have paid £89 and have no vacuum. I reached out to Hoover and DPD and neither are will to either refund the money or offer a replacement. I would not purchase from Hoover ever again. Avoid them. I found Customer Services to be very dismissive and unconcerned that I hadn't received their Vacuum. I ordered on the 24 July and on 30 July Customer Services basically told me it wasn't their problem (the upshot of their last email)
30 July 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Juliette Halsall,
Thank you for taking the time to share your feedback.
We are very sorry to hear about your experience and sincerely apologise for the frustration and disappointment this has caused. We understand how upsetting it must be to have paid for an item that you have not received, and we're sorry to hear that you feel your concerns have not been resolved. This is not the level of service we aim to provide, and we appreciate you bringing this matter to our attention.
We would love the opportunity to investigate your case further. Please email us at support.ecommerce@haier-europe.com with your full name, full address including your postcode, order number and a copy of your review. Our team will be happy to carry out a full investigation and work towards resolving your concerns.
Thank you again for your feedback, and we hope to have the opportunity to assist you further.
Kind Regards,
Chelsie
Haier | Hoover | Candy
He ended call and didn’t resolve…
He ended call and didn’t resolve problem. He didn’t know what the solution was
30 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon Debbie
Thank you for taking the time to leave your review.
We are sorry to hear that your experience did not meet your expectations and that your query was not resolved during your contact with us.
We would like the opportunity to review this further and understand what happened. Please email us at social.media@hoovercandy.com with your full name, address, and details of your review, and a member of our team will investigate this for you.
Kind regards
Jackie
The Hoover Team
Reply from Hoover UK
Good afternoon Mandy
Thank you for taking the time to leave your review.
We are delighted to hear that you received fantastic customer service.
Your positive feedback is greatly appreciated and will be shared with the team.
Kind regards
Jackie
The Hoover Team
Absolutely Appalling Customer Service, Serious Privacy Concerns, and a Vacuum That Broke After Just 3 Weeks
I am extremely disappointed with the service I have received from Hoover. I purchased a vacuum cleaner that has developed a fault after just three weeks of use, which is completely unacceptable for a product that is practically brand new.
When I contacted customer service to get help, the experience was even worse than the faulty product. I was passed between three different members of staff, having to repeat myself multiple times instead of anyone taking ownership of the issue. One member of staff was incredibly rude and unprofessional. Without saying a word, she placed me on hold, and instead of returning to the call, I somehow ended up connected to another customer.
This is a serious concern. At no point should customers ever be connected to one another. Not only was this confusing and embarrassing, but it also raises significant questions about customer privacy, confidentiality, and data protection. If this can happen, it makes me question how secure Hoover’s systems really are and whether customers’ personal information is being adequately protected.
Your calls are recorded, so I would encourage Hoover to listen back to the recording of my call. It will clearly demonstrate exactly what happened and confirm that the events I have described are accurate. I have no reason to exaggerate or misrepresent my experience, and I am confident the call recording will support everything I have said.
The entire experience has left me with very little confidence in Hoover as a company. A vacuum cleaner failing after only three weeks is bad enough, but the shocking level of customer service and the apparent lack of care for customer privacy is far more concerning.
My issue is still not resolved and I am now left with a broken vacuum cleaner with no proper solution provided. Something needs to be done to put this right, as I should not be left in this position after purchasing a brand-new product.
Unless this matter is resolved quickly with an appropriate remedy, I will be taking my experience to social media and, if appropriate, considering raising my concerns about the handling of customer information with the relevant authorities. Customers deserve reliable products, respectful customer service, and confidence that their personal information is handled securely. Unfortunately, my experience with Hoover has fallen far below those expectations.
27 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon Shannon
Thank you for taking the time to leave your review.
We are sorry to hear about the experience you have had and understand your frustration regarding both the issue with your appliance and the service you have received.
We would like the opportunity to review this matter in full, including the concerns you have raised regarding your contact with our customer service team. Please email us at social.media@hoovercandy.com with your full name, address details, and details of your review, and a member of our team will investigate this further for you.
We look forward to hearing from you and assisting with your concerns.
Kind regards,
Jackie
The Hoover Team
Frustrating AI and poor customer service.
The AI used is terrible. It takes far too long to get through all the questions, and instead of helping me book a repair, it started giving me advice on how to resolve the issue myself. When I repeated that I wanted to book a repair, it told me that something had gone wrong and that I should call again later. This was after spending over 10 minutes answering the initial questions.
When I called again, I was eventually put through to a real person. She was incredibly rude, sounded like she didn't want to talk to me, and made me feel like I had inconvenienced her by calling.
30 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon, Chelsea
Thank you for taking the time to leave your review.
We are sorry to hear about your experience and apologise for the frustration caused when trying to contact us.
We appreciate your feedback regarding our automated service and understand how disappointing it must have been to spend time answering questions only for the process to fail before you were able to book a repair.
We are also very sorry to hear about your experience with the advisor you spoke to. This is not the level of customer service we aim to provide, and we appreciate you bringing this to our attention.
Please could you email your full name, address, contact details, and a copy of your review to social.media@hoovercandy.com so that we can investigate your experience further.
Kind regards,
Fiona
The Hoover Candy Team
Thanks polite and helpful
Thanks polite and helpful. Hopefully i haveny missed the enginer. THANKS
30 July 2026
Unprompted review
Reply from Hoover UK
Good morning Elizabeth
Thank you for taking the time to leave your review.
We are delighted to hear that you found our team polite and helpful.
We hope your engineer appointment goes smoothly and that your appliance issue is resolved as quickly as possible.
Kind regards
Jackie
The Hoover Team
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