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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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
Company replied
2nd hoover product to be delivered that is damaged, this time the sides of the dish washer were all badly dented in and im still waiting for hoover to contact me about sending a replacement out, bef... See more
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 98% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
People also looked at
Easy to navigate website.
Easy to navigate website. Product delivered promptly. Good price. Impressed on first use of Hoover.
August 10, 2026
Unprompted review
Reply from Hoover UK
Good morning Bridget
Thank you for taking the time to leave your review.
We are pleased to hear that you found our website easy to navigate and that your order was delivered promptly and at a good price.
It is also great to hear that you have been impressed with your Hoover appliance so far. We hope you continue to enjoy your new purchase.
Thank you for choosing Hoover and for your positive feedback.
Kind regards,
Jackie
The Hoover Team
Stay away - poor customer service
Honestly, the customer service is dreadful. I understand appliances can fail even though I wouldn’t expect a brand‑new fridge freezer to break after just nine months but the real test is how a company responds when things go wrong. This brand failed that test completely.
When the fridge freezer stopped working, I called the repair number and was immediately pushed into their “Eve” AI bot, which is utterly useless. After 30 minutes of trying to navigate it, I finally reached a human… who was just as unhelpful and told me to call a different number. That number took me straight back to the same useless AI bot. Another 20 minutes later, I reached a second human who also couldn’t help and passed me off again.
Meanwhile, my fridge freezer was off, food warming, and time ticking. On the third attempt after battling “Eve” yet again. I finally reached someone who actually booked an engineer, but even then the earliest appointment was three days later.
I raised a complaint with customer service, and unsurprisingly, that was just as pointless.
The service has been so poor that once the fridge freezer is repaired, I’ll be selling it and buying a Samsung instead, a brand I know is reliable and has far better customer support.
I do not trust this brand or their service, and neither should you. Stay away.
August 10, 2026
Unprompted review
Reply from Hoover UK
Good morning
Thank you for taking the time to leave such detailed feedback.
We are very sorry to hear about the experience you had when trying to arrange a repair for your fridge freezer. We understand how frustrating this must have been, particularly when the appliance had stopped working and you were concerned about the food inside.
We sincerely apologise for the difficulties you experienced when trying to navigate our Eve AI assistant and reach the appropriate team. We appreciate that having to repeat the process several times and being transferred between teams is not the level of service we aim to provide.
We are also sorry that your complaint did not provide the support or reassurance you expected. We understand that clear communication and appropriate management of expectations are particularly important when dealing with an appliance breakdown.
Your comments regarding our contact process and AI service will be shared with the relevant teams for review.
We are disappointed to hear that this experience has affected your confidence in our brand. We appreciate you bringing your concerns to our attention and are sorry for the frustration and inconvenience caused.
Kind regards,
Jackie
The Hoover Team
Reply from Hoover UK
Good morning Audrey
Thank you for taking the time to leave your review.
We are delighted to hear that you found our team helpful and caring.
Your kind feedback is greatly appreciated and will be shared with the team.
Thank you for choosing Hoover.
Kind regards,
Jackie
The Hoover Team
I purchased a good washing machine at a…
I purchased a good washing machine at a very good price. Ordering online was seamless, and the delivery was remarkably fast. The driver arrived on time, and the machine was installed safely and efficiently. I couldn't be happier with the overall service!
August 4, 2026
Unprompted review
Reply from Hoover UK
Good Morning Dev,
Thank you so much for your fantastic review!
We're delighted to hear that you're pleased with your new washing machine and that you found the ordering process seamless. It's great to know that your delivery was quick, arrived on time, and that the installation was completed safely and efficiently.
Thank you for choosing Hoover. We truly appreciate your support and hope you enjoy your new washing machine.
Kind Regards,
Chelsie
Haier | Hoover | Candy
Chasing u part the engineer was…
Chasing u part the engineer was supposed to order 2 weeks ago since he visited.
Got transferred to wrong department first then AI call recording then eventually adviser but got cut off mid conversation.
Then all above again. Then adviser told me engineer forgot to order part and she apologised and will order today.
Absolutely shocking customer service with communication and doing the job properly.
Hope part now is delivered as i don’t want to contact Hoover again
August 10, 2026
Unprompted review
Reply from Hoover UK
Good morning Sunita
Thank you for taking the time to leave your review.
We are very sorry to hear about the difficulties you experienced when trying to obtain the required part. We appreciate how frustrating it must have been to spend time being transferred between departments, encounter difficulties with our AI service and then have your call disconnected.
We are particularly sorry to learn that the part had not been ordered following the engineer’s visit, resulting in a further delay to your repair. This is not the level of service or communication we aim to provide.
We understand your frustration and apologise for the inconvenience and time you have spent trying to get an update. Your feedback will be shared with the relevant teams so the issues you have raised can be reviewed.
We hope the part is now progressed without any further delay and that your repair can be completed as soon as possible.
Kind regards,
Jackie
The Hoover Team
I was a fan thinking it was a premium…
I was a fan thinking it was a premium product with premiums service.
Bought an expensive fridge freezer direct, came on a Thursday and all looked good.
Let it settle and turned it on.
By Saturday it had stopped getting cold and lost all the food in the freezer and most of fridge.
Phone service and the menu options for repeat calls is pathetic and quite frankly a waste of time. When you speak to them they just want to know marketing options above service which anoys because they ask it every time.
Engineer came out Monday to take a look - two minutes later he said it was faulty as gas had leaked out and condemned it. Told me to wait two hours and they would email me about a replacement.
One hour later I got said email.
Email said how pleased they were that it had been fixed.
Called again, went through all the options and long speahes about doing it online etc.
Got through to the wrong place, got transferred.
Nice guy called John eventually answered and he was as helpful as he could be but all he could do was offer to email the team and say they will be in touch - no service levels, no management of expectations nothing.
So here I sit, days later with no resolution in place waiting for an email with a bin full of ruined food and no cold..... well, nothing cold at all apart from how I now feel about this brand for delivering me faulty goods and then not really going far enough to put it right as a priority.
Will certainly be reconsidering my brand loyalty after this because its been poor. Very poor.
Update Tuesday; just over 24 hours after speaking to John, the email resolution offer came in. I accepted and wait again for news of a delivery date. Really no sense of urgency or focus on resolution; if only they prioritised and dealt with fixing the problem they caused swiftly rater than operating standard processes I experienced with the initial purchase. Could and should do so much better. God help someone with young children or needing to refrigerate medication; they didn't even ask about this prefering to repeatedly ask about marketing preferences and after call surveys. So poor.
August 10, 2026
Unprompted review
Reply from Hoover UK
Good morning Peter
Thank you for taking the time to leave your detailed review.
We are very sorry to hear about the issues you experienced with your fridge freezer and the frustration caused by the service you received. We appreciate how disappointing this must have been, particularly with the loss of food and being left without a working appliance so soon after purchase.
We are also sorry for the incorrect communication you received advising that the appliance had been repaired, when this was not the case. We understand how frustrating this would have been and apologise for the confusion caused.
We are pleased to hear that John was helpful when you were eventually connected with him, although we appreciate that this did not resolve the wider issues you experienced.
Your feedback regarding the contact process, communication and management of expectations has been noted and will be shared with the relevant teams for review.
We are sorry that your experience has not met the level of service we aim to provide and appreciate you bringing this to our attention.
Kind regards,
Jackie
The Hoover Team
Shocking tried using the WhatsApp chat…
Shocking tried using the WhatsApp chat took forever only to be told oops something went wrong come back later, called didn't get any resolution at all was told to get in touch with retailers
August 10, 2026
Unprompted review
Reply from Hoover UK
Hi,
We're sorry for the technical difficulties you experienced when trying to use our WhatsApp service.
We appreciate your feedback and have raised the issue with the relevant team for review.
Please can you provide your name and address to social.media@hoovercandy.com
Kind regards,
Ismaeel
Hoover Candy Team
I was very pleased with the service I…
I was very pleased with the service I received
August 10, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Mrs Monk,
Thank you for your review.
We’re delighted to hear that you were very pleased with the service you received. We really appreciate you taking the time to share your positive feedback with us.
Kind regards,
Raeesa
Hoover Candy Team
No problems
Too ages to get through but the guy I spoke to was very helpful and repair booked with no fuss
August 10, 2026
Unprompted review
Reply from Hoover UK
Good afternoon Emma
Apologies for any long waits, however we are happy to hear you have now booked a new appointment.
Kind regards,
The Hoover Team.
Poor AI, poor phone options when open.
The AI did not realise that advisors were only available after 9am so got confused. Spent 7 minutes giving the same answers, I had to say Hoovet 3 times, the Ai did not remember.
After 9am to talk about a booked visit was not an option immediately, despite this phone number being given in the text message confirming the date of the visit. I had to go 1 then 2 then 2 then 1 then 1 to get to talk about the visit.
NOT GOOD DESIGN.
August 10, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon John Harrison,
Thank you for taking the time to share your detailed feedback.
We are very sorry to hear about the difficulties you experienced when trying to contact us regarding your booked appointment. We completely understand how frustrating it must have been to repeat the same information several times and then have to navigate through multiple options before reaching the correct team.
We also appreciate your comments regarding the availability of advisors and the options provided through our automated system. We understand your frustration, particularly as you were calling the number provided in your appointment confirmation.
We would appreciate the opportunity to investigate your experience 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 bringing this to our attention, and we hope to have the opportunity to assist you further.
Kind Regards,
Chelsie
Haier | Hoover | Candy
Very poor delivery and customer…
Very poor delivery and customer service, will not buy a Hoover product again.
July 23, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Admin C P L,
We’re sorry to hear that you were disappointed with your delivery and customer service experience.
We understand how frustrating it is when the service received does not meet your expectations, and we apologise that your experience has left you feeling this way.
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
Fantastic cleaner
Fantastic cleaner, 100000% buy again. Bought my son one, he is thrilled with his. Thankyou.
August 5, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon, Margaret,
Thank you so much for your fantastic review! We're delighted to hear you're loving your cleaner, and it's wonderful to know your son is enjoying his too. We really appreciate your support and hope you continue to enjoy your products.
Kind Regards
Lauryn
Hoover Candy Team
Excellent quality of product
Excellent quality of product, performance and quick delivery.
August 6, 2026
Unprompted review
Reply from Hoover UK
Hi,
Thank you for the 5-star review! We're delighted to hear you're pleased with the quality, performance and quick delivery.
We really appreciate your feedback.
Kind regards,
Ismaeel
Hoover Candy Team
Reply from Hoover UK
Good Afternoon Dave Maylin,
Thank you so much for your 5-star review!
We're delighted to hear that you found our service polite, efficient, and helpful. Providing a positive customer experience is something we take great pride in, so it's wonderful to know we met your expectations.
Thank you for taking the time to share your feedback and for choosing Hoover.
Kind Regards,
Chelsie
Haier | Hoover | Candy
Candy Support
Contacted Candy Support this morning regarding a problem with my dishwasher that is under warranty. I spoke with Charlie who was excellent and after logging my case arranged for a service engineer to visit tomorrow….,could not ask for a better or quicker turnaround.
August 10, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Ian,
Thank you for your review.
We’re delighted to hear that Charlie was able to assist you and arrange an engineer visit so quickly. We’ll be sure to share your lovely feedback with Charlie and the wider team.
We really appreciate you taking the time to share your experience and are pleased we could provide a quick and helpful service.
Kind regards,
Raeesa
Hoover Candy Team
My washer kept fusing our fuse box Yot…
My washer kept fusing our fuse box Yot gave me a choice of Thursday or Friday I opted for the latter . Waited in all day . Rang 4.30
Was informed you had no record of this appointment.Now I await booking tomorrow with my washer full of stuff been in their for 5 days .
August 10, 2026
Unprompted review
Reply from Hoover UK
Hi,
We're very sorry to hear about the missed appointment and the inconvenience this has caused.
Please email us at social.media@haier-europe.com with your name and address details so we can look into this for you.
Kind regards,
Ismaeel
Hoover Candy Team
⭐ 1 STAR – Extremely disappointing repair service from Hoover/Candy
*** AVOID COMPANY AT ALL COSTS THEY REFUSE TO HELP AND SUPPORT A DISABLED CUSTOMER EVEN AFTER MISS SELLING ME DOMESTIC AND GENERAL COVER NOT HAPPY ***
I am extremely disappointed with the repair service I have received from Hoover/Candy.
My tumble dryer has now been awaiting repair for over three weeks, and the repair appointment has been delayed yet again, with the latest appointment now scheduled for 17 August 2026.
This is not a minor inconvenience. I have explained to your customer service advisers that, due to my disabilities, I rely heavily on this appliance and need to wash and dry items regularly. Despite explaining this repeatedly, I have seen no urgency, understanding or meaningful consideration of my circumstances.
Every time I contact customer services, I seem to get another delay rather than an actual solution.
I also paid for additional cover because I expected that if something went wrong with the appliance, I would receive an appropriate and timely repair service. Instead, I feel like I have been left without an essential appliance while being passed from one response to another.
What made the situation even more frustrating was being told that if I wanted a replacement, I would need to speak to Amazon. The appliance is being dealt with under a Hoover/Candy repair process, so why am I being left to sort out the consequences with the retailer?
Would Amazon really be expected to accept a tumble dryer back after a Hoover engineer has potentially dismantled it?
At this point, I am simply asking for someone at Hoover/Candy to take ownership of the problem and actually resolve it.
I have formally requested either:
➡️ An urgent repair within 48 hours
OR
➡️ A replacement if Hoover cannot repair the appliance promptly.
I have also requested appropriate compensation for the prolonged loss of use and inconvenience.
I am keeping a full record of the delays, appointments and conversations with customer services. If this is not resolved, I will be taking the matter further through the appropriate channels.
Three-plus weeks without a working tumble dryer, repeated delays, and no meaningful urgency despite being told about my circumstances is simply not good enough.
I bought a Hoover appliance expecting a reliable product and reliable aftercare. Unfortunately, the aftercare experience so far has been extremely poor.
Hoover/Candy — please stop passing the problem around and take responsibility for getting this resolved.
*** UPDATE FROM COMPANY AND AGAIN THEY ARE REFUSING TO SUPPORT ME ***
What has made this situation even more unacceptable is Hoover’s continued refusal to properly resolve my complaint or provide a suitable solution, despite being fully aware of my disability and the additional needs this creates. I feel completely let down by a company that should be taking reasonable steps to accommodate my circumstances, yet instead I am being left to repeatedly chase for help and fight to get a basic level of service. My disability should not be an inconvenience to Hoover, and it certainly should not be something they can simply overlook when deciding how to deal with my complaint.
August 10, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Reece,
Thank you for your review.
We’re very sorry to hear about your experience and apologise for the delays you have encountered with your tumble dryer repair.
We understand how frustrating it must be to be without your appliance for an extended period, particularly given the circumstances you have shared with our team. We also appreciate your concerns regarding the repeated appointment delays and the inconvenience this has caused.
We’re sorry that you feel your concerns have not been handled with the urgency and understanding you expected. We would like the opportunity to review your case and the current repair arrangements to ensure your concerns are fully addressed.
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
Wendy was very helpful and efficient
Wendy was very helpful and efficient. Friendly and personable - sorted out my problem quickly
August 10, 2026
Unprompted review
Reply from Hoover UK
Hi,
Thank you for the 5-star review! We're delighted to hear Wendy was friendly, helpful and able to resolve your issue quickly.
We'll be sure to pass on your lovely feedback.
Kind regards,
Ismaeel
Hoover Candy Team
Excellent service
August 10, 2026
Unprompted review
Reply from Hoover UK
Hi,
Thank you for the 5-star review! We're delighted to hear you received excellent service.
We really appreciate your feedback.
Kind regards,
Ismaeel
Hoover Candy Team
The item was delivered when you said it…
The item was delivered when you said it wouldbe
August 4, 2026
Unprompted review
Reply from Hoover UK
Good Morning Andrew,
Thank you for your review.
We’re pleased to hear that your appliance was delivered as promised and within the expected timeframe.
We really appreciate you taking the time to share your positive experience with us.
Kind regards,
Raeesa
Hoover Candy Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.