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.
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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The representative was friendly
The representative was friendly, helpful and to the point, i would recommend, no hassle help with appliances,
July 28, 2026
Unprompted review
Reply from Hoover UK
Good morning, Molly Smith
Thank you for taking the time to leave your review.
We are delighted to hear that you found our representative friendly, helpful, and able to provide support without any hassle.
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
Absolutely Disappointed with Hoover…
Absolutely Disappointed with Hoover Product and Service
I purchased a Hoover washing machine in January, which is still under warranty. We have already had it repaired twice for the same recurring fault, yet the problem keeps happening. Now, when I contacted support, I was told an engineer will come out to check the installation even though this has already been inspected previously.
They refuse to offer a replacement, even though the machine is clearly faulty. As a family of five, I have now been left without a working washing machine for the third time. All I keep hearing from Hoover is that an engineer will be sent because it is under warranty, but no real solution is being provided.
I am extremely unhappy with both the reliability of the product and the poor level of customer service. I simply want a refund. I would not recommend this brand to anyone.
July 28, 2026
Unprompted review
Reply from Hoover UK
Good morning, Mo Ibrahim
Thank you for taking the time to leave your review.
We are sorry to hear about your experience with your washing machine and apologise for the frustration and inconvenience caused by the repeated issues and engineer visits.
We understand how difficult it must be to be without a working washing machine, particularly as a family of five, and we appreciate the impact this situation has had.
Our aim is always to resolve appliance issues as quickly as possible. Where a fault is reported, an engineer assessment is required to confirm the cause of the issue and determine the appropriate next steps in line with the warranty terms.
We are sorry to hear that you feel disappointed with the support provided and would like the opportunity to review your case further. Please email your full name, address, contact details, and a copy of your review to social.media@hoovercandy.com. Once received, we will investigate and advise you further.
Kind regards,
Fiona
The Hoover Candy Team
Employ more humans to answer the calls!
When I eventually got through to a human being, the service was very good. However, the robot taking the information was awful.
July 27, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Peter,
Thank you for taking the time to leave your review.
We appreciate your feedback and are pleased to hear that, once you were connected to one of our advisors, you received a high level of service.
We are, however, sorry to learn that your experience with our automated phone service was disappointing. We understand how frustrating this must have been, and your comments will be shared with the relevant team as we continue to review and improve our customer experience.
Thank you again for taking the time to share your thoughts.
Kind regards,
Raeesa
Hoover Services
I was given candys email for a hoover…
I was given candys email for a hoover tumble dryer part so needless to say it didn’t recognise the dryer model number
Very disappointed I won’t be buying hoover products in future if this is there after sales service for parts
July 27, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Barry,
Thank you for taking the time to leave your review.
We are sorry to hear about your experience and understand how frustrating it must have been to be provided with incorrect contact details when trying to source a part for your tumble dryer.
This is certainly not the level of service we aim to provide, and we apologise for the inconvenience and disappointment caused.
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
Very professional …
The person I spoke to was very polite and professional and arranged for a time which was convenient for me.
July 28, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Margaret,
Thank you for taking the time to leave us a review.
We are delighted to hear that you found our representative to be polite and professional, and that they were able to arrange an appointment at a time that was convenient for you.
Providing excellent customer service and making the process as straightforward as possible is important to us, so it's wonderful to know this was reflected in your experience.
We really appreciate your kind feedback and thank you for choosing Hoover Candy Group.
Kind regards,
Raeesa
Hoover Candy Team
AI answering service listens but doesn't make good decisions.
Your AI bot successfully (if painfully slowly) established who I was but failed to listen to my reason for ringing. It eventually put me through to DG as a repair needed. But actually I wanted to cancel a contract.
DG gave me a number to ring to do that, but that did not work. My only course of action now is to cancel the DD from my bank. But really id have liked to have a conversation with you first.
If you see this in the next few days, contact me.
July 28, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon David,
Thank you for taking the time to share your feedback. We are sorry to hear about your experience and appreciate how frustrating it must have been to spend time speaking with our automated service, only to be directed incorrectly.
We understand your disappointment, particularly as you were trying to cancel your agreement rather than arrange a repair. We appreciate your comments regarding our automated system, and your feedback will be shared with the relevant team as we are always looking for ways to improve the customer experience.
We would like the opportunity to look into this for you. 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
AI customer service is terrible
I was on the phone to “customer services” needlessly spelling words phonetically because the couldn’t understand my accent..don’t tick off your customers by using A.I. Bot…it’s infuriating
When I eventually got through to speaking to a lovely lady called Janice my query was answered in two minutes..not having a person to speak to when you have a problem will put me off buying your products again to be honest, keep the AI for live chat but always give the customer the choice to speak to reality it never works on the phone
July 28, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Kerry,
Thank you for taking the time to share your feedback.
We are sorry to hear that your experience with our automated phone service was frustrating. We appreciate that having to repeat information and spell words phonetically would have been disappointing, and we understand how important it is to be able to speak to someone when you need assistance.
We are, however, pleased to hear that Janice was able to resolve your query quickly once you were connected. We will ensure your kind comments are shared with her, as we know she will appreciate the recognition.
Your feedback regarding our AI phone service and the option to speak with an advisor is invaluable, and we will ensure your comments are passed on to the relevant team for consideration as we continue to improve our customer experience.
Thank you again for taking the time to provide your feedback.
Kind regards,
Raeesa
Hoover Team
Terrible ai robot asking same question…
Terrible ai robot asking same question on a loop .
2 visits cancelled
No washing machine for 6 weeks and no slots available waste of money having insurance no contact and hold times for human ridiculous
July 28, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Joanne Dean,
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 inconvenience this has caused. We understand how difficult it must have been to be without your washing machine for such a long period, particularly after experiencing cancelled appointments and difficulties contacting our team.
We appreciate your comments regarding our automated telephone system and the delays in speaking to a member of staff. Your feedback is important to us and will be shared with the relevant teams as we continue to review and improve our customer experience.
We would appreciate 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 for bringing this to our attention, and we hope to have the opportunity to resolve your concerns.
Kind Regards,
Chelsie
Haier | Hoover | Candy
I spoke to a human being rather than AI Eve.
I spoke to a human being rather than AI Eve, who is totally useless at the moment. It took time to deal with my question but the operator was patient and very helpful, which is exactly what was required to deal with the situation.
July 27, 2026
Unprompted review
Reply from Hoover UK
Thank you for your 5-star review! We're pleased our customer service team was able to help and that you found the support patient and helpful. We appreciate your feedback.
Kind Regards
Hoover Team
The delivery was not made to me ne the…
The delivery was not made
to me, the tracking details say it was left with my neighbour Lennie, I don’t have a neighbour By this name. As of today 27/7/26 I still have no idea when I might receive it. I reported it on 22/7/26 I have had to get a vacuum from Argos now at a higher price.
July 22, 2026
Unprompted review
Reply from Hoover UK
Good Morning Miss maria o'hanlon,
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 inconvenience this has caused. We understand how disappointing it must have been to receive notification that your order had been delivered to a neighbour you do not recognise, and that you were left without your vacuum cleaner. We also appreciate the inconvenience of having to purchase an alternative appliance.
We would appreciate 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, and 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 resolve your concerns.
Kind Regards,
Chelsie
Haier | Hoover | Candy
Reply from Hoover UK
Good Morning Dean,
Thank you for your 5 star review!
We're delighted to hear that our colleague was able to help and resolve what you needed. Providing helpful and efficient service is something we strive for, so it's great to know you had a positive experience.
Thank you for choosing Hoover. We truly appreciate your support!
Kind Regards,
Chelsie
Haier | Hoover | Candy
The digital assistant experience
The digital assistant experience was awful didn't understand anything we answered, thankfully eventually got through to an actual person who could help with out problem.
July 27, 2026
Unprompted review
Reply from Hoover UK
We're sorry to hear about your experience with our digital assistant. We're pleased one of our team was able to help in the end.
Please email social.media@hoovercandy.com with your details so we can look into this further and improve your experience.
Kind Regards
Ismaeel
Hoover Team
Very helpful 😉
July 27, 2026
Unprompted review
Reply from Hoover UK
Thank you for your 5-star review! We're so pleased you found our team helpful. We really appreciate your kind feedback.
Kind Regards
Hoover Team
Great feedback is given for simple and…
Great feedback is given for simple and straightforward polite communications
July 27, 2026
Unprompted review
Reply from Hoover UK
Thank you for your 5-star review! We're delighted to hear you found our communication simple, straightforward, and polite. We really appreciate your feedback.
Kind Regards
Hoover Team
Great friendly service thank you
July 27, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon J R Tiua,
Thank you for your wonderful review!
We're delighted to hear that you received great, friendly service. Providing excellent customer care is something we take great pride in, so it's lovely to know we met your expectations.
Thank you for choosing Hoover. We truly appreciate your support and hope to assist you again in the future!
Kind Regards,
Chelsie
Haier | Hoover | Candy
Ridiculous AI Phone Call
Trying to get through on the phone to speak to a human being to report a fault with my purchase is ridiculous! The AI endless questions is the most frustrating phone call I have ever had! So much so, I will not be buying anything from Hoover in the future, just so I don't ever have to experience that again! When I did FINALLY get to speak to a real person, she was very helpful. Apart from that, never again!
July 27, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Joanne Mackenzie,
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 report a fault. We understand how disappointing it must have been to experience difficulties reaching a member of our team, and we're sorry that this affected your overall experience.
We're pleased to hear that, once you were connected, our colleague was able to assist you and provided helpful service.
We would appreciate 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, and our team will be more than happy to look into this for you.
Thank you again for bringing this to our attention.
Kind Regards,
Chelsie
Haier | Hoover | Candy
Dumped huge drum out the back on…
Dumped huge drum out the back on council property, unprofessional
July 24, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Knighthood Music,
Thank you for taking the time to share your feedback.
We are very sorry to hear about your experience and sincerely apologise for the concern this has caused. This is not the standard of service we expect from our teams, and we take comments such as yours very seriously.
We would appreciate 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 for bringing this to our attention, and we hope to have the opportunity to resolve your concerns.
Kind Regards,
Chelsie
Haier | Hoover | Candy
Great description of the vacuum cleaner…
Great description of the vacuum cleaner and the instructions how to fit together all the parts
Very simple to use and delivery was prompt
July 17, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Carole,
Thank you for your wonderful review!
We're delighted to hear that you found the product description helpful and that the assembly instructions made it easy to put your new vacuum cleaner together. It's also great to know that your order was delivered promptly.
Thank you for taking the time to share your experience. We truly appreciate your support and hope you continue to enjoy your new vacuum cleaner!
Kind Regards,
Chelsie
Haier | Hoover | Candy
Telephone conversation today
Spoke to a pleasant and very professional member of staff who assisted to resolve the issue with my washing machine. He provided very informative information and redirected me on the next line of action regarding the issue with my washing machine.
July 27, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Miss Gertrude Y Mlauzi,
Thank you for your wonderful review!
We're delighted to hear that you had such a positive experience with our customer service team. It's great to know that our colleague was professional, informative, and able to assist you by explaining the next steps for resolving the issue with your washing machine.
Thank you for taking the time to share your experience. We truly appreciate your kind words and your support, and we hope your washing machine issue is resolved as quickly as possible.
Kind Regards,
Chelsie
Haier | Hoover | Candy
I would much prefer to speak to a human!
July 27, 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Anne,
We’re very sorry to hear about your experience and sincerely apologise for the frustration this has caused. If you still require assistance, please could you email your name, address, reason for contacting us and your review to social.media@hoovercandy.com and we can advise further.
Kind Regards,
Alina
Haier Hoover Candy Team
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