“WARNING Be Aware of Buying from Hoover/Candy - absolutely worst customer service ever !
Initially, the machine seemed OK, but it broke within 4-weeks...
Loud banging sound when spinning, which caused us to turn it off before the machine destroyed itself. Totally unusable, but not a problem we thought, we'll call Hoover, it's only 4-weeks old, they'll come and fix it...
How wrong we were. Hoover couldn't have been less interested. After fault reported, we were told we would be contacted within 4 working hours. We weren't.
Chased them up, was told there's nothing they can do and we'd have to wait until we're contacted. Explained we were without a washing machine - they couldn't have cared less. Chased again the next day, we were to;d someone would make contact within 2 working days!! Then received a message from 'Hoover Candy' to say our fault had been passed to their service agent (A company called Haier Europe) in Birmingham!! So 'Hoover Candy' don't even have their own engineers!!!!!
Then it really went downhill...
Haier sent a message, saying the earliest an engineer could attend was in 3-weeks time!!! Yes, that's right, they couldn't even get an engineer to look at the fault for 3-Weeks !!!
HOOVER/CANDY = WORST CUSTOMER SERVICE EVER - Do you really want to buy a product that isn't supported in the UK.
We'll certainly NEVER buy a Hoover or Candy product again !!!!!!!!!”
“Had tumbledryer less than 8 months before the entire inner drum cracked off and destroyed my clothes. Just unbelievable! Rude women at company refused to help Ms Johnson.”
“2 year old dryer stopped working for no apparent reason in November. Earliest technician appointment available was in January. At this stage I already wasn't happy but knew it was probably down to Covid (or so they say). Come January 5th and the technician comes as promised but says the heat pump dryer can't be fixed and I would be contacted regarding a concession.
2 days later I receive an email from Hoover saying they opened my concession case and would be in touch. As I didn't hear back from them by January 24 I gave them a call on a UK number (I am in Ireland and they have no Irish phone number for customers to call). After waiting for over an hour to be connected to someone I finally spoke to someone who basically sold me a new dryer at a 75% discount. This was fair enough and I was ok with this offer. Since then I have placed multiple calls to them. Sometimes giving up after 60 minutes, other times waiting it out to be connected to someone.
Fast forward to today, February 21, 2022 and I still don't have the new dryer. Another 45 minute wait and 10 minute call to be told by the person to not "shoot the messenger" when I was being perfectly nice and simply stating the urgency by saying "I am starting to get upset with the wait" I am wondering what they would have said/done if I were to get upset with them. I do believe in the simple mantra of "treat others as you would like to be treated" so would never raise my voice or be disrespectful of anyone.
The person on the phone today tells me "Oh this is out for delivery today" but can't actually give me a reference number or anything else, no one has contacted me regarding a delivery. Instead I am told to call the freighter, Caulfield to enquire about the delivery (without being given a reference number for Caulfield).
almost 5 months have passed since this issue started back in early November and it is still not resolved.
STAY AWAY FROM THIS BRAND, stay away from the HAIER corporation in particular, they aren't much cheaper than other leading brands, which for sure have much better customer service. But make sure to check online whether the brand you are about to purchase belongs to this conglomerate of household appliances as the parent company (HAIER) also manufactures Fisher & Paykel which are a pretty upmarket brand.”
“Honestly the customer service is diabolical - 17 days to fix the appliance I have had for only 9 months - then once finally fixed a new drum the engineer took the drum and left the huge thick cardboard box!! I complain and am told they do not dispose of the parts or rubbish!! he took the part because obviously that is worth something in scrap!! and left all his rubbish - absolutely disgusting!!”
“The 10 year warranty isn't worth anything. My dryer filter developed a hole after 15months. Yes they will replace the €10 filter, but their engineer must come and hand it to me for 129GBP. What a joke. Will never buy Hoover again.”
“Badly built, badly designed, arrived with some interior fittings missing. difficult to load dishes, dishes have food residue after washing. Candy "customer care" are a joke. Total waste of money!”
“My tenant has been without a hob for around THREE MONTHS due to Candy Hoover so called "service"
I am a landlord with several properties.
In one of those properties my builder installed a Candy hob / oven model number COEHP60X/E.
That was in March 2021.
In August the hob packed up so I called Candy who sent an engineer to fix.
Candy reference provided 08172543
--
Engineer arrived 7th August 2021 and played around with the hob for about ten minutes and said it was working and went away as he was in a hurry to get to his next appointment.
My tenant switched the hob on and found it to not be working.
A month later on the 6th September 2021 another engineer arrived and said that the hob was beyond economical repair and would need to be replaced.
I phoned Candy and was told that an engineer would be contacting my tenant within 48 hours.
Candy reference provided Jessica 78503
--
Nobody contacted either me or my tenant.
Two weeks later (on 13th October 2021) I phoned Candy and was told that an exchange was refused by Candy but didn't know the reason.
Candy reference provided 08611628
--
I was then put through to some complaints section to ask why the exchange of an appliance under warrantee was refused.
I was told that was because they were waiting for a serial number from me or my tenant as they were not allowed to exchange equipment without a serial number.
I explained that nobody had asked either me or the tenant for a serial number and in any case they had sent two engineers so one of them should have taken the serial number.
I was told to call the exchange department on 01204 920035 with the serial number of the built in hob.
The request to Candy for a repair or exchange continues.......
To date (today being 13th October 2021) between me and my tenant we must have spent over ten hours in our joint effort to get Candy to repair a hob under warrantee.
Needless to say I will never again allow Candy / Hoover appliances to be delivered to or installed at any of the properties that I both rent out and reside in.
--
14th October 2021.
I emailed Hoover Candy in reply to Mark's reply to my NEGATIVE REVIEW on Candy "Service"
I have asked for a reply by return as my tenants, including two very young children, have now been without a hob for over two months.
The first "service" engineer visited 7th August 2021.
Today, 14th October 2021, after two "service" visits under warrantee (in August and September 2021) a repair or replacement is still awaited.
(I have today emailed to Mark at Candy a photo of the label attached to the appliance giving the model and serial numbers so they hopefully don't have any more reasons or excuses for not repairing or replacing the hob.)
My tenants have not been able to use the hob for OVER TWO MONTHS!
--
14th October 2021
I spoke to the exchange department and the chap there apologised for the appalling way that me and my tenant had been treated and told me that he had arranged for a replacement unit to be installed at my tenant's address.
He told me that someone from the installation company would contact my tenant within the next 48 hours.
(Now where have I heard that before from Candy? Please see above for details.)
19th October 2021 (FIVE days later)
Guess what. Nobody contacted my tenant or me.
I phoned the exchange department and spoke to the same guy that assured me on 14th October 2021 that someone would definitely contact my tenant within 48 hours.
I was told that he would email the installation company and get back to me when he received an answer.
To date between me and my tenant we must have spent over twelve hours attempting to get Candy to either replace or repair a hob purchased in March 2021.
The way that Candy have been handling a repair and / or replacement is an absolute disgrace!
I will definitely never again allow any Candy / Hoover products to be installed at any of my properties!
I am still hoping that Candy will replace the hob under their terms of warrantee.
If not replaced soon I will have no choice but to get my builder to secure a compatible hob from a reliable manufacturer and install it.
After waiting over two and a half months for a repair or replacement I am unable to wait much longer!
Having been a landlord for over 25 years I can honestly say that this is my worst ever experience with a guarantee claim to date!
Today 21st October 2021
I received confirmation from the replacement team chap that the replacement hob would be delivered and installed on 2nd November 2021.
That's THREE MONTHS after the first so called "service engineer's" first visit.
I won't hold my breath.
The time spent by both me and my tenant in chasing Candy to either repair or replace the hob probably now exceeds 20 hours. ABSOLUTELY DISGRACEFUL!
I will never again allow any Candy / Hoover products to be installed at any of my properties!
Hoover Candy are THE ABSOLUTE PITS!”
“After my tumble dryer had blown I wasn't able to get a engineer for 2 weeks. (After a 30 min wait on the phone) I specifically told them my new address and was assured it was changed. 3 days off for my engineer to turning up and I received a text thanking me for cancelling my job? After phoning back AGAIN on what's going on the engineer has gone sick. They then put me onto another company (Repair care) to come fix the issue. Repair care engineer gives me a text saying he's in the old village I used to live. NO! Wrong address! "Sorry not my area" Even though its only 30 mins away? Call Repair Care, to be told no can't help you. You have to go back to Hoover to update the new address. Try to get hold of hoover. Closed for the day (5:30pm) Absolute shambles, I'm furious and disgusted!!! NEVER BUYING AGAIN, THAT I CAN ASSURE YOU.”
“Our tumble dryer's display panel has broke and needed repairing, engineer came to tell us he will be back to repair it for us as he needs to order the parts. Nobody came back for the past 3 months, I'm chasing it, called approx. 35 times no success, I keep being told lies that somebody will be in touch, NOBODY HAS BEEN IN TOUCH SINCE!! Tumble dryer still in warranty, imagine! In a meantime the appliance has started to smell like burned so obviously something has burned off in a meantime and now is not working for the past month. We are also paying Domestic and general. I fo not recomend anybody to buy any hoover candy product as if something goes wrong, as usual, you will end up chasing it for months and nobody will help. Will never biy any product from them ever again.”
“Hob not worked since purchasing in May, 3 engineers come out, 4 booked but one just didn't even bother to turn up or contact us. Still not resolved but they they now do not reply to any emails. If could give no stars would do, if buying any kitchen appliance DO NOT BUY CANDY/HOOVER”
“Everything went wrong. Machine delivered with a dented drum. Called them and they sent out an Expert engineer who diagnosed that it had been damaged in transit. We thought ok, one week later and the engineer returned with a new drum. Whilst installing it broke another major part which to our surprise had to be ordered. 10 days later and he’s back, great so he fixed the part he broke only to leave with the Lint filter and leave the door with a broken screw. At this point we called the service department again only to be told it would be a week until the expert engineer could return m. I’ve decided to complain and return the unit and find a new one. Very dissatisfied with their lack of urgency to get our issue resolved considering it was their workmanship that caused it.”
“Ordered machine through Currys and delivered was missing the ventilation kit within the drum. Hoover wouldnt take responsibility and blamed currys for it even though the product was delivered fully packaged and the drum was sealed with thick tape. Nothing offered as form of compensation. Missing part takes 7-10 days to be sent out not fast tracked so cant use machine.”
“No replies to 3 emails and today on hold for 17 mins to be told I'd be charged AGAIN - you have been warned
The seal has once again “burned off” - I want to speak with a senior manager!!!!!!!
On 26 Mar 2021, at 11:48 am, M wrote:
Last request before I post this on Twitter and contact the MD of Candy - this is not acceptable.
Can you please reply to my email.
Hi,
Your engineer came yesterday to fix the oven.
I was working with my boss upstairs so my son let him it to fix the seal around the oven. It turns out he didn’t have one in the van so is having one sent for us to put on and showed us how to do this. The full charge of 129.00 was made. I really don’t feel I should be charged the full amount when the service I paid for wasn’t filled, it is a breach of an agreement. Please refund half of that charge to my account - Sincerely M”
“Disgusting company on the way they treat customers! Washing machine broke down 2 weeks ago was booked in for an engineer visit on Tuesday but hey guess what you never showed - a problem on your end that it wasnt booked in properly! Have to wait until the 14th April for another "engineer visit". I have 3 children and cant get clothes washed. I have been on the phone to you all morning and the best you can do is apologise. My machine is less than a year old if you can't get engineers out within a reasonable time period machine should be replaced. Says alot about your machines if your engineers are booked weeks in advance! DO NOT BUY FROM HOOVER!!”
“Product average quality, but the aftercare appalling. 2 months and counting to get water inlet valve replaced. Terrible and zero compensation. Do NOT use these people.”
“As our (working) Hoover washing machine had a small fault it was deemed not repairable we had a replacement Hoover washing machine supplied by Hoover though D&G policy. The machine did not work and we went through various and lengthy calls to the Hoover support department to attempt to get an Engineer to fix the unit. We had some three engineer visits arranged that were all broken and put off by the Engineers or Hoover. At no point, were we offered a replacement machine that would have been expected after some two to three weeks of not having a working washing machine. This cost us some £25 a week in having to use a laundrette . Eventually we had to go out and buy a new washing machine that cost £554 including express delivery. At this stage D&G were involved and they have arranged with Hoover to have the faulty machine uplifted. This Hoover had refused to do when I requested despite the numerous calls made. D&G made us a cash offer that we accepted but it still leaves us short in terms of our outlays and time spent on trying to resolve the issues. Hoover have refused to offer us any compensation and say now the machine is uplifted they have no further interest”
“I don’t normally write reviews but having had such a poor experience with a Hoover/Candy Product and then again with their customer services I felt it important that other people understand what an awful company they are to deal with so you can take this into consideration when choosing white goods.
I purchased a HFF195WWWK FRIDGE FREEZER in 2019 after precisely 54 weeks the Freezer failed and so I called to look at getting it fixed. ON contacting Hoover/Candy I was given 2 options because it was out of warranty a one off payment of over £130+ or a payment plan of £15.99/month for 12 months (£192) to give a years’ worth of cover for faults and future callouts, I took the latter.
When the engineer finally arrived, he clearly knew the fault as he brought the replacement part in his bag prior to even setting foot on the premises. When asked about this it transpires that this is a well-known fault with a bad batch of fans having early life failure.
I challenged Hoover/Candy with a complaint regarding the product being clearly sub-standard. I waited 10 days for a response and got nothing. On escalation to the CEO I had a response in under 10 mins.
Hoover considered that a failure of a £400 Fridge Freezer in 54 weeks was perfectly acceptable and refused to cancel the repair agreement or even contribute. Here is the extract from there response
Whilst it is regrettable that your appliance has failed, and required an engineer visit, we cannot agree to your interpretation, ‘not fit for purpose’. According to our records the appliance has functioned perfectly well until this time. It is still possible for any appliance to experience a component failure, and in line with all other manufactures, HooverCandy ensure the appropriate guarantees are given to the user to protect them from possible repairs.
Having worked my self in a manufacturing environment myself for a number of years I can definitely confirm other manufacturers would have taken a much more positive customer attitude to this type of failure.
Every other White Goods product I have purchase dover the last 30 years (none of them being Hoover/Candy) have lasted a minimum of 5 years most lasting 10 or more.
I will let you make your own minds up about Hoover/Candy but if I could give a 0-star review for this company I would. My recommendations would be as follows
- Avoid the product HFF195WWWK or any of its derivatives as it has weak components
- I would not consider buying any Future Hoover/Candy White Goods products based on this experience and the attitude/responsiveness of their customer services”
“I don’t normally write reviews but having had such a poor experience with a Hoover/Candy Product and then again with their customer services I felt it important that other people understand what an awful company they are to deal with so you can take this into consideration when choosing white goods.
I purchased a HFF195WWWK FRIDGE FREEZER in 2019 after precisely 54 weeks the Freezer failed and so I called to look at getting it fixed. ON contacting Hoover/Candy I was given 2 options because it was out of warranty a one off payment of over £130+ or a payment plan of £15.99/month for 12 months (£192) to give a years’ worth of cover for faults and future callouts, I took the latter.
When the engineer finally arrived, he clearly knew the fault as he brought the replacement part in his bag prior to even setting foot on the premises. When asked about this it transpires that this is a well-known fault with a bad batch of fans having early life failure.
I challenged Hoover/Candy with a complaint regarding the product being clearly sub-standard. I waited 10 days for a response and got nothing. On escalation to the CEO I had a response in under 10 mins.
Hoover considered that a failure of a £400 Fridge Freezer in 54 weeks was perfectly acceptable and refused to cancel the repair agreement or even contribute. Here is the extract from there response
Whilst it is regrettable that your appliance has failed, and required an engineer visit, we cannot agree to your interpretation, ‘not fit for purpose’. According to our records the appliance has functioned perfectly well until this time. It is still possible for any appliance to experience a component failure, and in line with all other manufactures, HooverCandy ensure the appropriate guarantees are given to the user to protect them from possible repairs.
Having worked my self in a manufacturing environment myself for a number of years I can definitely confirm other manufacturers would have taken a much more positive customer attitude to this type of failure.
Every other White Goods product I have purchase dover the last 30 years (none of them being Hoover/Candy) have lasted a minimum of 5 years most lasting 10 or more.
I will let you make your own minds up about Hoover/Candy but if I could give a 0-star review for this company I would. My recommendations would be as follows
- Avoid the product HFF195WWWK or any of its derivatives as it has weak components
- I would not consider buying any Future Hoover/Candy White Goods products based on this experience and the attitude/responsiveness of their customer services”
“Bought £180 worth of cordless vacuum on Christmas eve 2019, very pleased with the vacuum cleaner.
Went to charge the battery last week and dropped the plug onto a soft carpeted floor, the black/negative pin snapped off, rendering the charger useless.
Over the years I've owned many appliances with similar plugs, all robust enough to outlive the appliance, they're obviously using cheap materials to save money now, so beware.
I emailed Hoover to see if they would/could help, they didn't want to know/weren't interested.
I now have a useless vacuum!!!!!!
Luckily I kept my old Henry, 15 years old and still going strong, more than I can say for Hoover, two months old and useless!!!!!
THEY EVEN EMPLOY PEOPLE TO REPLY TO REVIEWS AND WASTE MORE OF MY TIME BY ANSWERING IN THE FALSE HOPE OF A POSITIVE SOLUTION, ONLY TO GET A DON'T WANT TO KNOW/DON'T CARE ATTITUDE FROM THEM -- AGAIN.
I REITERATE, HOOVER PRODUCTS ARE A LOAD OF RUBBISH, DO NOT TOUCH WITH A BARGE POLE!!
FURTHER CAVEAT, NO LUCK/HELP FROM HOOVER,
QUOTED £17.50 FOR NEW PLUG, HA, £11.50 FROM E-BAY, SEE WHAT I MEAN ABOUT RUBBISH COMPANY, COMPLETE RIP-OFF !!!!!!!!!”
“Straight forward to buy for a fortune but when it comes to it breaking down the customer service is appalling
5 repairs in 3 months called for another last week and I’m still sat with a broken tumble dryer waited for a week for a resolution team phone call, costing me a fortune in drying at a laundrette and no one appears to want to help me!!
Numerous phone calls and all instigated from me
I paid a fortune for my dryer it’s been breaking down since February and 5 times in last 3 months since! Also have extended warranty on it with domestic and general who don’t want to resolve either, why do I even pay a premium
This machine is unfit for purpose under the consumer of goods act so I guess I’ll have to get trading standards to sort the resolution
My advice DO NOT BUT THIS MACHINE!!!!!”
