“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.”
“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”
“Bought the 9kg internal washer and it works really well. Front panel a bit loose on installation and they send a repair man out to assess promptly , ordered spares and back the next week top install. Friendly technician (Bob) who installed and tested while I was there.”
“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.”
“I bought a vacuum cleaner in Greece just over a year ago , it stopped working after around 6 months . Took me weeks to get a response from customer services then they told me to take it into a repair service . After having it there for weeks they told me there was dust in the motor and a small crack in the bagless compartment. !! They repaired one part under warranty charged 40 euros to clean the motor . After one month no suction again . I have been trying to contact the service department via e mail since January and had no response . Tried phoning the numbers given some do not exist and the one that does gives repeated selections in greek which I am unable to decipher. Worst experience ever after owning the hoover now for 15 months it has only worked for seven !”
“No star unavailable. You are shocking. I have been waiting since December for you to fix my tumble dryer. Wrong parts received on numerous visits. Do you not know what parts are in your dryers. Constant lies from yourselves and Pacifica! DO NOT BUY HOOVER CANDY. Substandard parts and service. Disgraceful customer service.”
“Reported faulty dryer on 03 Apr. Engineer visited on 05 Apr, confirmed parts required for repair were on stock and ordered however he confirmed he would not be available until 22 Apr and hoped Hoover/Candy (H/C) would assign the job to another engineer. Called H/C on 08 Apr and was told parts not yet dispatched but they were on order and would be sent to the same engineer who ordered them. I explained the position but it was clear no progress would be made so I simply advised I would check back later in the week. Today 10 Apr received a text message from H/C stating that the parts are "still out of stock" which I find somewhat doubtful and smacks of a stalling tactic until the original engineer is available again. I should point out that from experience the original engineer responsible for our area is excellent however it is a pity that the H/C appears to fall far short on the service level.”
“We have extended warranty with Domestic & General. The dryer plug melted in the socket while being used. We were given a date for the candy engineer to come out. So reported fault 30 Dec 23 candy engineer due out 8th Jan 24. This happened and we were told it was the lead and plug. He would order and we would see him in around 7 days. After untold appointments and all of them being cancelled because computer error or broken down vans or engineers being sick. Today 25th March 24 we were given a time slot 0806-1006 hrs guess what appointment missed. Phoned Candy 5 times only to be told to phone Demestic & General and complain which we did and they have now wrote off the dryer and we can pick a replacement. We will never purchase an Candy Hoover items again. This has been the worst after service ever poor poor poor.”
“Bought a Hoover/Candy washer/dryer in December 2021 and i have had a problem with the tumble dryer ever since. No heat while drying . I have had 8 engineer visits so far and my next one is due Monday 27th March. What do you have to do to get this replaced as it really is unfixable. Thank God i took out Insurance. Will never buy Hoover Products again.”
“I am absolutely disgusted with hoover candy i would never purchase a kitchen appliance again . But they just ignore you don't reply back to you .all you are is a number .
My case has been going on for 6 months The engineer arrived late so that didn’t help . So .the hoover candy engineer came out to fix my drum . He spent god know how many hours banging and moving my tumble dryer around . He eventually left . I went into the kitchen i could of cried there was black pools of water all over my kitchen flooring and as he moved my tumble dryer around he has damaged my laminated flooring he broke all the edges of my flooring. I couldn’t believe it . He left around 7:50 pn Then i spent so many hours mopping up all the water . . I could of done without this .
So the next day i rang up hoover candy and explained what happened with the engineer they told me they were going to send out another engineer to look at the damaged I couldn’t believe this why would i lie for . It is a joke i then had to wait for hoover candy to send me out a from which I completed they asked me to supply to independent builder quotes which i done . They eventually did make a offer but it was half of the cheapest quote I couldn’t believe it . After all this time. If I accepted the offer it would of mean i would of been out of pocket financially. Which i thought that was unfair. Considering to get to my flooring my kitchen appliances and cabinets need to come out so my floor can be replaced.
I wasn’t asking alot but it would of been nice for them to make me a offer nearer to the quotes i wasn’t expecting for hoover candy to pay for the whole amount. But i have sent hoover candy loads of messages and a letter but they have totally failed to respond to me i find that really outrageous considering they are a large company if this is how you treat your customers. All i wanted was for a amicable out come instead of being ignored. By HOOVER CANDY”
“I purchased a new cordless vacuum from hoover and it broke about a year later. I contacted hoover and explained the situation. I was heavily pregnant and then with my newborn at the time so did not complain as soon as it became faulty and therefore went slightly over the 12 month period. I was met with no understanding and no help whatsoever from Hoover. I asked if they would supply me with the relevant part as I purchased a new Hoover which lasted a year which they refused and said I needed to purchase a new Hoover or part. A disposable and terrible quality product it would appear. I was given an email link for the new part which I had no other option but to purchase for £60.00 plus postage which is extortionate. I purchased the part on the 1st of Feb and have been without a working hoover for months now with a newborn. I've not received the part and have been receiving contradicting emails of a delivery date and an email yesterday to state it's not even in stock. Dreadful products and service all round. Needless to say would give no stars if available.”
“Sadly we went to cheap by buying from Hoover Candy. Don't make the same mistake. Product blew up after 10 uses and the inaction.desk are still refusing to provide an uplift code that will enable me to return it to Curry's.
The customer service staff go out of their way to mess you around by providing inaccurate advice, email addresses that don't exist and no complaints procedure or manager. In a world where companies can do better this one is determined to be rubbish and will try to get you to give up on getting your money back. Don't give up though. Avoid avoid avoid.”
“I have new candy Hoover products for new fitted kitchen
ADVICE TO ALL DO NOT BUY ANY CANDY HOOVER KITCHEN ITEMS AS THE WARRANTY DOES NOT EXIST NOT WORTH THE PAPERWORK IT'S WROTE ON AND IT IS NOT WORTH THE PHONE CALL TO REGISTER THE WARRENTY. I AM SO FED UP WITH THE PORE SEVICE AND UNABLE TO GET PARTS THAT ARE INFERIOR REPLACE UNDER 12 MONTHS OLD.”
“Don't waste your money. Ordered a CANDY CHW74WX 75 cm Gas Hob in Nov 2023. it didn't get fitted until December at which point we realised that the grills that the pans sit on were completely misaligned due to their flimsiness. Rang Candy and got passed around over and over for about 30mins until Ref Shaina ordered new parts which were supposed to arrive the following Tue. 1 month later nothing. Called again today, only to be told nothing had actually been ordered and an engineer visit needs to take place before this can even be done! No manager to speak to, no process to escalate this, no one gives a monkey. Ref Mia re-raised the issue and kept apologising, which is no help at all. Save your sanity and fork out an extra £100 if you have to go with a decent company that manufactures decent products, not flimsy rubbish... I'm very angry as not been able to use 4 of the 5 rings since installation. In addition, the 2 back burners make a whistling noise when on the lowest settings. If you put a wok on the middle ring, no large pots fit next to it so do a stir fry but you can't cook the rice or noodles at the same time. A totally useless piece of kit.”
“Don't ever buy this brand and don't take out domestic and general cover. So much to say but after months of fault repairs that failed and a damaged kitchen floor due to botched repairs. £1600 to have a new floor and I'm going to claim from them. Sent hours on phone being cut off etc. New one came 27th November was broke by 28th November. Another engineer came said need new one (again) spent 2.5hrs in 1 day trying to sort it. Complaint team called apologising and new one to come today between 230pm and 630pm. Gets a text saying not coming and to rebook. For 22nd Dec, if it turns up I would of been without a fridge for almost 2 months.”
“The worst company, rubbish customer service. Washing machine broke down within months of buying. They referred us to a repair company that never answer. It has been two weeks and we have no washing machine. I am pretty sure it won’t be 4 weeks before the machine is fixed. I wish I could give them less than 1 stars they worth nothing. I asked the customer service rep to put herself in my shoes having no washing machine for over two weeks her respond was why don’t you buy I new washing machine, absolutely disgusting.”
“I was sold a washing machine with what the technician told me was a known fault with Hoover.
After 2 technicians coming out to inspect the machine. I was told the concrete block had came detached from the drum. Smashing the outer case of the machine and the drum but that the would replace to drum but not the case as the case doesn't affect the working of the machine.
6 months old and they were to happy to leave me with a machine with dents all in the front of it.
I was then told that if the machine wasn't repaired within 28 I could get a code for a replacement machine.
Needless to say 28 days came round and the machine hasn't been fixed. So I rang to get a code only to be told that this could take up to another 5 days. For a code really !!!!!!
Also on top of all this the 2 technicians that came out to inspect the machine found it acceptable to pull out the push back under the counter top the washing machine with smash bits of concrete all over the floor cause damage to my laminate floor.
DO NOT BUY HOOVER PRODUCTS
PRODUCTS AND CUSTOMER SERVICE IS SHOCKING !!!!!!!!”
