Hozelock Ltd (UK) Reviews 5,658

Had a product problem sorted out efficiently by Chloe.

Efficient & speedier than suggested response from Charlie! No complaints & completely satisfactory handling with a product malfunction…

My super hose split on the inside. Originally bought online from Amazon but after providing proof of purchase Tim happily replaced it. Fantastic service.

I bought a hozelock hose just over a year ago and it has split. This happens year on year so in terms of the product they don’t last long- however when claiming a replacement using the 5year guarantee the service is excellent. No quibbles and a replacement hose received quickly.

The hosepipe I bought just over a week ago developed a leak, as it was still under guarantee I emailed Hoselock and received a response really quickly from Tim. He just needed some extra details which I sent him, and he came back quickly with a lovely email to say a replacement was on its way to me.
I was so impressed with the service !

I thought it would be a clever idea to connect a Hozelock water butt pump to a Hozelock micro irrigation system supplying six flower planters and two terracotta pots on our balcony. I connected the water butt pump to the mains supply via a Tapo Smart Plug to turn the pump on and off twice a day for a few minutes. However, when the pump switched off, water siphoned continuously emptying most of the water butt and turning our balcony flowers into bog plants. So much for my clever idea.

I contacted Hozelock about this and a lovely lady called Chloe emailed me a .pdf document showing how to set up an air gap anti-siphoning tube from the water butt outflow pipe.

Wow! Brilliant concept. Yes, I now realise why I ought to have paid more attention during Physics lessons at school. Anyway, it works. No more siphoning. Just the right amount of water supply to our balcony plants.

Many thanks Chloe for great customer service at Hozelock.

Very good customer service from Ross and Tim
Thank you

I bought an auto reel several months ago which was faulty when I recently fitted it!
I contacted Hozelock and their customer service acted very promptly. After explaining the issue and sending visual evidence they immediately arranged a replacement without any reservations. I'm greatly impressed with the service especially Tom in customer services!

Hoselock retractable 40m hose reel.

Can someone from the Design Department think about things from the customer's viewpoint? The screws and plugs supplied for the wall fitting are a very, very tight fit and not possible to fit using a handheld screwdriver. Due to the shape of the plastic fitting and the location of the screw holes it is impossible to line up an electric screwdriver in a straight line. It ends up being at around 30 degrees. As it's such a tight fit, the head of the Phillips screws gets stripped off. So ........ impact driver to reverse screw out, drill out all the plugs, replace with new ones, use appropriate size screws and the job is done In multiples of the time planned. Do you think about any of the above?? The plastic wall fitting could easily be a few centimetres wider to allow an appropriate line up of screw holes and tools. Or get the right match of plugs and screws and power tools wouldn't be needed at all. It's all a matter of good, thought through design .....

Fantastic service from Tim
Truly exceptional

purchased an auto hose reel over 4 years ago, 5 year warranty if you registered it online, after 4 years hose stopped full retracting, 1 chat with their bot, 1 email from Tim, all sorted, new reel arrived a few days later.

When the aquastop failed within months of purchase I contacted hozelock, as I had registered the product ( wall mounted 40m hose in wind up casing). They refused to honour the guarantee as I was unable to find the receipt for the purchase. They said they could not look at the guarantee details that I had provided (which includes a copy of the receipt) because of data protection.
Poor excuse.
I did buy another similar hose from them, shorter one, and that aquastop failed too. I bought that from another supplier and they have replaced it without any bother, but ..
1. Aquastop don’t seem to be very good, if 2 have failed quite quickly
2. Not convinced hozelock are keen to honour their guarantees if they can get out of it….

Making additional profit from postage?

How can Avery small item costing £7 cost just under £5 postage?

Also, add VAT to your costs at source not only once added to the basket.

I had purchased a 30m extending hose just over 12 months ago via Amazon but it burst and so advised by Amazon to report to Hozelock. The hose was replaced immediately after sending an image of proof of purchase and of the hose leaking

I had a problem with the irrigation assembly when fitting for its second season. Called the helpline, sent a pic showing fault + proof of purchase, had email next day saying a replacement would be sent, arrive 2 days later, faultless service, thank you. A lesson on how customer support should work.

Found Tim and Chloe very helpful. Don’t understand tech very well and time wasvery patient whilst I apparently didn’t fit the conditions for a replacement item they did this as a goodwill gesture and I have just received it thank you.

Contacted Hozelock by e-mail regarding my hose which was leaking & still under warranty. Ross responded in a timely manner & has arranged delivery of a new hose without any hassle, All good.

I exercised my warranty option after the hose developed a split, Contacted the support team and they did the necessary and despatched a replacement which arrived within 5 days of making the complaint.

My Hozelock pond pump stoped working with a year left on its warranty. Hozelock exchanged the pump without any problem.
The mark of a good company is the manner in which they deal with issues and Hozelock excelled in this