“EVERYTHING! To start with a customer call handler (22/9/23) not processing the job sheet correctly leading to an engineer not visiting on what we thought would be 27/9/23. An engineer visit happened (2/10/23) when it was confirmed that a part was needed.
It has gone downhill since then. NO COMMUNICATION. NOT ABLE TO SCHEDULE AN EXPECTED ENGINEER VIST!
We still have not had an engineer visit ‘as the part has not been delivered to engineers lock up’.
I was advised that as call out was under the 28 or 30 day terms and conditions for a repair (bearing in mind the operatives gave different timescales).
We were offered on 16/10/23 an ‘exchange authorisation number’ with an aim of resolution to this situation. We agreed by return email to the offer in the email.
Today (17/10/23) I received a text and email confirming an engineer visit on 24/10/23 I have declined this offer as we have accepted In writing the ‘exchange authorisation number’ and await this!
An email to DAVID MEYEROWITZ@HOOVERCANDY has not been responded to - not surprised as this seems to be the way of this company!”
“I bought a hoover machinec dynamic
I have the cover when required I get in touch
With d .g care
I have found the white coating of my machine
Below the door has peeled off. It now looks like rust.
I was told that's cosmetic or I could phone D.G care.
This is my machine I'm 76years old I am not expecting this to happen.
Not happy I will sent photo if required
How long are we expected to get out a machine.
I'm not made of money can't afford to get this sorted don't think it can.
I thought hoover was a good companyj”
“Our Washing Machine is 9 months into Warranty. 3 weeks we waited for parts and an engineer to fit them. Engineer came out yesterday without parts and without a clue that he had to fit any! We complained and the issue was 'escalated' internally with a 48 hour lead time! This is ridiculous. Meanwhile I have washing piling up and loath to pay the high cost of a laundry service. Very shabby customer service. We are no where near having our washing machine fixed than we were 3 weeks ago. Will never buy a Candy product again.”
“Dishwasher broke after 5-6months. I reported it 2 months ago and have had 4 engineers out since and the problem has still not been fixed. The engineers themselves stated that my dishwasher model has a known problem and that these machine are not factory tested. Customer service over the phone are hopeless and they do not communicate anything to the customer unless you contact them. It's been unnecessarily stressful especially with a newborn. I will never be buying a hoover/candy product again even if they offered the product to me free! What a joke!”
“Firstly let me start by saying that my rating for the company is 0 stars and not the one I gave in order to allow me to write this review, AVOID this company at all cost, my journey with these started way back in April when the dishwasher I bought,broke after just 5 months, the advisor I spoke with was rude and I quote his reply as “that’s life “ in the solutions he offered, a new dishwasher was finally delivered after many phone calls ,only to not have the correct fitting, the delivery driver could not continue the fitting as they only have a limited amount of tools I was then advised to get myself a carpenter to do the job which I did costing myself 120 pounds even though my dishwasher was still under warranty that was back in April I have still have not received any money or an emails regarding my Claim I have contacted customer service ,there only advice is to email again
This company should be avoided the product is poor and the follow up service even worse”
“I have called out Candy twice now to repair my washer dryer. I have been sent a repair time and both times they have failed to show up on this time slot. This has led to me missing work and costing me money, as I have stayed off work within the time slots given to me. Very poor company who I won't be dealing with again, with my future appliances. Awful customer service. Avoid!!!!!!”
“I have order a vacuum bin from the 22/12/22 and I still haven’t got it I have emailed on many occasions all I got is auto emails, or one email back from about 3 of my, I have explained that I am urgent need of because of me disability it’s hurts to use a broom, but there is no help”
“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 !!!!!!!!!”
