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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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.
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United Kingdom
- hoover-home.com
3.2
Average
25K reviews
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Replied to 99% of negative reviews
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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
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
Whilst the engineer that finally came…
Whilst the engineer that finally came was pleasant and professional the procedure to obtain the appointment was painfully frustrating I was on the phone to the company who gave me a very precise time slot (9.21-10.11) when the engineer knocked on the door (8.30)
30 July 2026
Unprompted review
Reply from Hoover UK
Good morning Debbie
Thank you for taking the time to leave your review.
We are sorry to hear that arranging your appointment was frustrating and that the engineer arrived earlier than the time slot you had been provided. We appreciate how inconvenient this must have been.
We are, however, pleased to hear that the engineer who attended was pleasant and professional, and we hope they were able to resolve the issue with your appliance.
Your feedback regarding the appointment scheduling and communication has been noted and will be shared with the relevant team as we continue to improve our service.
Kind regards
Jackie
The Hoover Team
Friendly and efficient call
Friendly and efficient call. Thanks for confirming my visit today
30 July 2026
Unprompted review
Reply from Hoover UK
Good morning Mrs Abbott
Thank you for taking the time to leave your review.
We are delighted to hear that you found the call friendly and efficient, and that your engineer visit was confirmed promptly.
Thank you for your kind feedback. We hope your appointment goes smoothly and that your appliance issue is resolved quickly.
Kind regards,
Jackie
The Hoover Team
You only get through to an autmated…
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 with the customer is very poor ,people only get angry if you don,t keep them informed !!!
29 July 2026
Unprompted review
Reply from Hoover UK
Good Morning Christine Mary,
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 you encountered when trying to contact us. We understand how disappointing it must have been to experience difficulties with our automated telephone system and not be able to speak to a member of our team as quickly as you had expected.
We also appreciate your comments regarding customer communication. Your feedback is important to us and will be shared with the relevant teams as we continually look to improve our customer experience.
We would love the opportunity to investigate your concerns further. Please email us at social.media@hoovercandy.com with your full name, full address including your postcode, and a copy of your review. Our team will be more than happy to look into this for you.
Thank you for bringing this to our attention, and we hope to have the opportunity to restore your confidence in Hoover.
Kind Regards,
Chelsie
Haier | Hoover | Candy
Don’t even know basics about their own products and do not get back to you
I phoned and asked which side of a vented tumble the hose was. The advisor couldn’t answer the question and could not put me through to the technical department since they are in Italy apparently. I was told they would phone me back but they didn’t. I certainly wouldn’t buy a product from this company since they don’t even know about their own products even before they sell them
29 July 2026
Unprompted review
Reply from Hoover UK
Good morning, Ranjit Doogal
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 obtain the information you needed regarding the tumble dryer before making your purchase.
We also apologise that you did not receive the callback you were expecting. We understand how disappointing this must have been, particularly when you were simply looking for product information to help you make an informed decision.
We would like the opportunity to investigate what happened. Please email your full name, contact details, and a copy of your review to social.media@hoovercandy.com, and we will look into this further.
Kind regards,
Fiona
The Hoover Candy Team
Well the engineer came completely…
Well the engineer came completely useless wasn't bothered. I pay an insurance not worth it
I have a family of 4 I went out and bought a mini fridge nobody has followed up on̈ my repair.i know the weather is hot but customer service is rubbish.
29 July 2026
Unprompted review
Reply from Hoover UK
Good morning, Sarah Currie
Thank you for taking the time to leave your review.
We are sorry to hear about the experience you have had with your repair and apologise for the frustration and inconvenience caused.
We understand how important it is to have a working appliance, especially for a family household, and we are sorry to hear that you have had to purchase a mini fridge while waiting for your repair to be resolved.
We would like the opportunity to review your case and provide further assistance. Please email your full name, address, contact details, and a copy of your review to social.media@hoovercandy.com so we can investigate this further.
Kind regards,
Fiona
The Hoover Candy Team
I want to speak to a human
Getting through the automated service to actually speak to a human is ridiculous. Ten minutes of questions for the system to be unable to find a product associated with me.
29 July 2026
Unprompted review
Reply from Hoover UK
Good morning, Deborah Armour
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 understand your frustration with the time taken to reach a member of our team.
We appreciate your feedback regarding the automated service and the issues you experienced when trying to locate your appliance details. Please could you email your full name, address, and a copy of your review to social.media@hoovercandy.com, and we will be happy to look into this further.
Kind regards,
Fiona
The Hoover Candy Team
The automated service is awful
The automated service is awful, I was 40 minutes trying to give information to be cut off. The next call was slightly better at 25 mins before getting a person. I decided not to take the £160 call out charge with no guarantee of repair, I will call my local appliance engineer.
29 July 2026
Unprompted review
Reply from Hoover UK
Good morning, Al Mitch
Thank you for taking the time to leave your review.
We are sorry to hear about your experience when trying to contact us and apologise for the frustration caused by the time taken to reach an advisor.
We appreciate your feedback regarding our automated service and understand how important it is for customers to receive support as quickly and easily as possible. Your comments will be shared with the relevant teams for review.
We are also sorry that you decided not to proceed with the available repair option. We understand that customers want clarity regarding repair costs and outcomes, and we aim to provide the available options to help them make an informed decision.
Thank you again for your feedback.
Kind regards,
Fiona
The Hoover Candy Team
Wanted confirmation on warranty cover …
Spoke to Alan about warranty and what was covered, he was most helpful and reassuring.
29 July 2026
Unprompted review
Reply from Hoover UK
Good morning, Lesley Holland
Thank you for taking the time to leave your review.
We are pleased to hear that Alan was able to assist you with your warranty enquiry and provide the reassurance and information you needed regarding your cover.
Your kind feedback is greatly appreciated, and we will be sure to share your comments with Alan and the team.
Thank you for choosing Hoover Candy.
Kind regards,
Fiona
The Hoover Candy Team
Helpful lady
Helpful lady, understood the issue and did her best to get a resolution. No waiting time for getting answered.
29 July 2026
Unprompted review
Reply from Hoover UK
Good morning, Cat W
Thank you for taking the time to leave your review.
We are delighted to hear that you found our colleague helpful, understood your issue, and did their best to find a resolution for you. It is also great to know that your call was answered promptly without any waiting time.
Your kind feedback is greatly appreciated, and we will be sure to share your comments with the team.
Thank you for choosing Hoover Candy.
Kind regards,
Fiona
The Hoover Candy Team
Horrendous customer service - avoid at all costs
Purchased a tumble dryer in 2021 and less than 5 years later the plastic hinge for the door broke - a £20 spare part.
The replacement part is no longer manufactured and so cannot be purchased through either hoovers official spare parts company or third parts suppliers (though still advertised as though it is available) rendering the tumble dryer unusable.
After spending two days confirming the above through numerous emails and phone calls the result was “we’ve done all we can and the matter is at a close”
I am disgusted by the outcome and lack of accountability
Hoover are still selling this product
I will never purchase a product from them again and recommend anyone thinking of a Hoover product to reconsider
29 July 2026
Unprompted review
Reply from Hoover UK
Good Evening Andrew Gerrity,
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 be unable to source a replacement part, particularly when it has left your tumble dryer unusable.
We are also sorry to hear that you feel your concerns were not resolved to your satisfaction. This is not the level of service we aim to provide, and we appreciate you bringing your experience to our attention.
We would like the opportunity to investigate this matter further. Please email us at social.media@hoovercandy.com with your full name, full address including your postcode, and a copy of your review. Our team will be more than happy to look into this for you.
Thank you again for your feedback, and we hope to have the opportunity to assist you further.
Kind Regards,
Chelsie
Haier | Hoover | Candy
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