“The worst company in the world bar none. Our oven broke in mid-November, and we have two young children. They haven't been able to move it forward even slightly and it's late January. Combine this with their tendency to talk only with third party engineers and never to the customer, and their dystopian music on their ludicrous helpline and you have a recipe for a service which is truly awful. I feel sorry for the staff as it's never their fault, it's to do with the structure of the company and presumably the management.”
“Very bad experience with the repair customer service. New Dish washer worked for a month and stop working. It's in warranty called hundred times and they booked and cancelling the appointments. Finally, they send an engineer and he was completely out of mind, unable to fix it, asking me how can I fix it. I called the company and they replied that we will send another person and after one month they send the same person... Still waiting now for another appointment. I don't believe someone can provide like these services in UK.”
“Worst customer service ever, broken washing machine since the 9th October, engineer came 17th "fixed it" he left, I put washing on and Mr floor flooded. I reported it the same day had to wait another 10 day engineer came and said I needed a new drum. Booked for the 21 of November, engineer sick so couldn't come. Still waiting, phoned phoned and phoned still waiting. According to hoover they have put it up the line to resolutions and I would hear within 24 hours , still waiting to hear 4 days later. RUBBISH CUSTOMER SERVICE, RUBBISH WASHING MACHINE IT WAS 9 MONTHS OLD WHEN IT BROKE DOWN.”
“My hoover fridge freezer has stopped working after only 3 years. I contacted the hoover candy domestic repair team and paid £145 to have it fixed. 2 months later and it still has not been repaired. I am appalled by the time it is taking to resolve the issue as having a young family without a fridge freezer has been incredibly stressful. I have contacted the customer services team several times with no resolution in sight. AVOID HOOVER CANDY REPAIRS!!!!”
“The vacuum cleaner developed a fault on 11Oct22. After emptying the dust container, the container catch became slack. It had literally lost its spring. I read the guarantee, which said, “Hoover guarantees all parts for your product for 10 years.” It’s just over 2 years old, so I phoned the tel. number on the guarantee form and gave the personal information requested by Becky, which I suspect will result in my being bombarded by Hoover ads. Their conclusion was that they didn’t stock the faulty/missing part and consequently couldn’t help.
There are two problems with this conclusion; 1) the cleaner is underdesigned in that adequate measures had not been taken to secure the spring to the catch to prevent it from flying out. I am assuming this is what happened, because I have never seen the spring. 2) the claim that the part is not included in Becky’s parts list does not absolve Hoover from the responsibility to abide by their guarantee.
I expect to buy a new cleaner when this one is 10 years old, but it will not be a Hoover unless the firms puts right these shortcomings.
I submitted the above review to Trustpilot and Hoover replied that they would see what they could do to help if I submitted contact details, which I did and they didn’t. Trustpilot subsequently removed the review from their site, which is why I am posting here.
Davy Dufton 25Oct22”
“The technician's report after a repair during the warranty period was unclear and that led to being invoiced despite the warranty. I have never found a worst customer service when I tried to point out the problem. The complaint process, as well as those answering on the telephone, have shown no understanding or willingness to resolve the issue and consider my point, always appearing to be adversarial.”
“Never buy Hoover appliances!!
In the last 2 yrs I’ve bought 2 tumble dryers and 1 washing machine and all items broke down due to manufacture fault. The company refused to replace although are covered by 10 yr parts warranty. Poor quality and the worst customer service”
“DISGUSTING SERVICE. APPALING.
Would leave no stars if possible.
DISABLED and TERMINALLY ILL MOTHER has been LEFT TO GO HUNGRY WITHOUT an OVEN, FRIDGE and MICROWAVE for over 4 weeks.
Digraceful warranty PROCESS. BACK AND FORTH BETWEEN 3 DEPARTMENTS.
3 items broken in less than 6 months.
Passing the buck. Blamed every item on the installation or user error! Come on now 3 seperate malfunctioning items from one brand is not user error!
STILL NO RESOLUTION AND MOTHER IS STILL WITHOUT USABLE COOKING FACILITIES.
Entire company should be absolutely ashamed of themselves.
DO NOT TRUST THEIR Brand!!”
“I had my washing machine replaced by my insurers. The appliance itself was faulty and it took hours going back and forth from 3 companies to resolve, but Chloe and other advisers from here and AO were fantastic and eventually all was resolved.”
“Our dishwasher which is 12 months and 2 weeks old and tumble dryer which is 17months old have broken. I called Candy and all they wanted to do was charge me nearly 1/2 the cost of a new one for a one off repair or sell me an extended warranty. I'd expect a brand new product to last over 6 years not barely a year! Definitely wouldn't recommend buying anything from this brand.
NB: Under UK selling laws goods have to be of satisfactory quality and last a reasonable amount of time, Candy items clearly are NOT!!”
“Initially l had trouble getting customer service staff to understand the problem with a defective cooker hob.
However, having contacted their customer services manager, it was like night and day. This young lady immediately recognised my complaint and dealt with it in a most professional manner. I had a new hob supplied and fitted in a few days. First class service from a superb representative from Hoover/Candy Customer Services”
“Just purchased a new fridge / freezer and the product appears to work well. However, according to the info when I purchased both the fridge and freezer are supposed to have seperate temperture controls but they don't as there is only one panel in the fridge.
Setting aside the issue with the temperature contro, I can live with that, the worst came when I registered the product. According to the large sticker that was on the door when it was delivered there is supposed to be a 10 year guarantee on parts. It clearly says, "Register Now for a 10 Year Guarantee on Parts" and yet when registering it says I have a one year guarantee on Parts and only have 11 months left. Hotpoint also offer 10 year guarantees and they do honour them as I have used the guarantees for parts, a few times. Hoover however are making the same offer then being dishonourable by not giving it once the purchase has been made. That could be seen as dishonest buut regardless it is dishonourable at the very least and especially when throughout the registration process they keep adding pressure for a purchase of insurance, at a monthly cost. Even after finalising the registration they make a point as to how one has refused to buy their insurance and asks why one has refused, many times throught eh process. After stating why the insurance was declined Hoover then ask how one will pay for insurance if he / she changes his / her mind?? Now for the good news for those with Hoover products and like myself haven't caved in to their harrassment to buy their insurance. The insurance is being mis-sold, which is illegal in the UK. Before selling such insurance they have a legal obligation to inform the customer of his / her statutary consumer rights and they don't. Under consumer rights legislation consumers have up to six years of legal cover for any partts that are critical for the operation of any white goods. It covers both breakdown and inherent faults that the company may or may not be aware of. The onus is on Hoover to prove that any failure of critical parts is not down to either an inherent fault or is down to normal wear and tear. Hoover have to prove that any breakdowns within six years are down to either misuse or negligence by the consumer or is down to acceptable wear and tear when the current legislation expect white goods to last more than six years with normal wear and tear. So, if you do purchase a Hoover product and are tempted to buy their insurance after they have not honoured their offer of a 10 year parts guarantee, think again! Do you really need that insurance when you can force them to make repairs for up to six years? Personaly, if I knew Hoover would be so dishonourable I would have stuck with Hotpoint.”
“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.”
