The robot ai didnt book initial appointment. On both occasions I called it couldn't find my account and made new accounts. Appointment booked but no one came on 2nd occasion I had to be put through to... See more
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Your human representative was very good and extremely helpful but getting to speak to a person instead of AI was very infuriating. When AI asked for my name i got slightly agitated and said bugger. It... See more
Company replied
The AI assistant is the most frustratingly unhelpful process. I tried to call to book an engineer as the online service stated I needed to call to arrange due to the lack of availability. I knew that... See more
Company replied
Calling at first and giving my details to the automated system was not straightforward the system could not pronounce my name correctly.I had to repeat my name 4 times. I was put through to speak with... See more
Company details
Written by the company
Creators of the world's first vacuum cleaner over 100 years ago, Hoover has always been driven by the desire to innovate, discover and develop new and improved ways to enhance your home life and help you take care of your family's needs. Today's impressive range of appliances for cleaning, cooking, cooling and laundry are designed to be easy to use and make life easier at home.
Contact info
United Kingdom
- hoover-home.com
3.2
Average
25K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 99% of negative reviews
Typically replies within 48 hours
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A i… not a real person
You talking or trying to to to an A I is the why way now you don't get to talk to a person
22 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon Steve,
Thank you for taking the time to share your feedback.
We are sorry to hear that your not happy with your experience with our automated service.
Your comments will be shared with the relevant teams as we continue to improve our customer experience.
If you require further assistance, please email your full name, contact details, and a copy of your review to social.media@hoovercandy.com. Once received, we will investigate and advise you further.
Kind regards,
Tara
The Hoover Candy Team
The AI assistant is unhelpful
The AI assistant is the most frustratingly unhelpful process. I tried to call to book an engineer as the online service stated I needed to call to arrange due to the lack of availability. I knew that the process would be to speak to an advisor, however the AI took me through the same steps as the online service to tell me that there was no appointments and that I needed to be put through to call operator. THIS IS WHY I CALLED ! Why make me repeat step 1 .
23 July 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Sapphire,
Thank you for taking the time to share your feedback.
We are sorry to hear about the frustration you experienced when trying to arrange an engineer visit. We understand how inconvenient it can be to repeat information or complete steps you have already attempted, particularly when you have contacted us specifically to speak with an advisor.
Your feedback regarding the automated assistant process and the journey you experienced has been noted and shared with the relevant teams, as we are continually reviewing ways to improve our customer experience and make it easier for customers to access the support they need.
If you would be kind enough to email your name and address details to social.media@hoovercandy.com, we will look into this matter further and assist with arranging a repair if you still require support.
Kind regards,
Raeesa
Hoover Candy Team
Brilliant experience
From ordering to delivery kept informed every step of the way.
13 July 2026
Unprompted review
Reply from Hoover UK
Good Morning Ann,
Thank you for taking the time to share your experience with us. We are happy to know you've received brilliant service.
Kind regards,
Alina
Haier Hoover Candy Team
Took 25 mins to get through and hated…
Took 25 mins to get through and hated speaking with an AI voice rather tgsn a human. The hunan Kath was helpful and polite i was very frustrated by the time i got through . Also the outcome was mot good as the colour is peeling off my 7 month old washing machine and the warranty doesnt cover as its apparently cosmetic despite the fact ive not caused the issue and it could be a manufacturing fault. Appalling . I emailed 4 times regarding the issue in the days b4 i called and no ond responded.
22 July 2026
Unprompted review
Reply from Hoover UK
Good Morning Claire,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience, and we sincerely apologise that your previous emails went unanswered. We appreciate you bringing these concerns to our attention.
We also apologise for the length of time it took to reach one of our advisors. We understand how frustrating it can be to navigate an automated system when you need assistance, and we're grateful for your feedback. We are, however, pleased to hear that our advisor was helpful and polite during your call.
We appreciate your concerns regarding the condition of your appliance, particularly given its age. We understand that the outcome of your enquiry was disappointing and appreciate how frustrating this must be.
If you would be kind enough to email your full name and address details to social.media@hoovercandy.com, we would be happy to review your case further and will be in touch as soon as possible.
Kind regards,
Raeesa
Hoover Candy Team
The customer service man who dealt with…
The customer service man who dealt with my query was extremely helpful and is requesting a middle door shelf be sent to me.
22 July 2026
Unprompted review
Reply from Hoover UK
Good morning
Thank you for taking the time to leave your review.
We are pleased to hear that our customer service team member was able to assist you and that a replacement middle door shelf has been requested for you.
We appreciate your feedback and hope this resolves the issue for you.
Kind regards,
Jackie
The Hoover Team
The new AI is an absolute bloody…
The new AI is an absolute bloody nightmare, told me I didn’t have an appliance registered, yet I’d just had a email confirmation about a service booking with all the appliance details on it…. Sort it or get rid of it, it’s not even the phonetic spelling that drivers you round the bend it’s, that it takes so much longer
22 July 2026
Unprompted review
Reply from Hoover UK
Good morning, Sara Dennis
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience when using our automated service. We understand how frustrating it can be when the system does not recognise your appliance details, especially when you have already received confirmation containing the relevant information.
We appreciate your comments regarding the time taken and the difficulties you experienced, and we will ensure your feedback is shared with the relevant teams as we continue to improve our customer journey.
If you would like us to review your individual experience further, please email your full name, contact details, and a copy of your review to social.media@hoovercandy.com. Once received, we will investigate and advise you further.
Kind regards,
Fiona
The Hoover Candy Team
Great service
Very helpful individual, he handled my enquiries very well and found solution. Happy with the service.
22 July 2026
Unprompted review
Reply from Hoover UK
Good morning, Justyna Irzyk
Thank you for taking the time to leave your review.
We are delighted to hear that you received great service and that our advisor was able to handle your enquiry professionally and find a suitable solution.
Your kind feedback is greatly appreciated, and we are pleased that you were happy with the service you received.
Kind regards,
Fiona
The Hoover Candy Team
Spare filters not available for new vacuums.
Purchased a brand new Hoover vacuum. Needed a spare set of filters. Ordered in May and have still not received them and being told delivery will be at least August.
How can a company launch a new product without availability of spares.
26 May 2026
Unprompted review
Reply from Hoover UK
Good morning Andrew
Thank you for taking the time to share your feedback.
We are sorry to hear that you have experienced delays in receiving your replacement filters. We understand how frustrating it is to be waiting for a spare part, especially when you have purchased a new appliance and need the filters to continue using it.
We apologise for the inconvenience this delay has caused. We appreciate your feedback regarding spare part availability and will ensure your comments are shared with the relevant teams.
Kind regards
Jackie
The Hoover Team
They were all so helpful with dealing…
They were all so helpful with dealing with my mate hopefully this time after the 3rd attempt it will be right
22 July 2026
Unprompted review
Reply from Hoover UK
Good morning Norma
Thank you for taking the time to leave your review.
We are pleased to hear that our team has been helpful in assisting with your query. We appreciate your patience while we work through the repair process and understand your hope that this third attempt will fully resolve the issue.
Kind regards
Jackie
The Hoover Team
Fridge freezer 5 months old not working…
Fridge freezer 5 months old not working and cannot repair and repair only policy so now having to wait to have a replacement
22 July 2026
Unprompted review
Reply from Hoover UK
Good morning Phillip
Thank you for taking the time to leave your review.
We are sorry to hear that you have experienced an issue with your fridge freezer and appreciate how frustrating it must be to have to wait for a replacement appliance.
Our aim is always to resolve appliance issues as quickly as possible, and in some circumstances a repair is the first step under the manufacturer's warranty process. Where an appliance cannot be repaired, we will review the available options and arrange the appropriate resolution.
We apologise for any inconvenience caused and appreciate your patience while this matter is being resolved.
Kind regards,
Jackie
The Hoover Team
Candy making us wait 9 days to send engineer out ! Disgusting service
Have insured our fridge freezer and when it brakes we are having to deal with the worst company ever! Candy! They cancel appointments then write on their systems the customer has cancelled. We did not cancel ! They have left us 9 days with a broken fridge freezer! Domestic and general need to investigate the awful service they are offering their customers. Disgusting service!
22 July 2026
Unprompted review
Reply from Hoover UK
Good morning Rachel
Thank you for taking the time to leave your review.
We are sorry to hear about your experience and understand how frustrating it must be to be without a working fridge freezer, particularly when an appointment has not gone ahead as expected.
We apologise for the inconvenience caused by the cancellation and the delay in resolving the issue. We appreciate how disappointing this would be, and we would like the opportunity to review what has happened and the details recorded on the account.
Please contact us with your full name, address, contact details, and review information to social.media@hoovercandy.com so we can investigate this further and provide any appropriate support.
Kind regards,
Jackie
The Hoover Team
Customer service was impeccable
Customer service was impeccable. I’ve just had a really bad scam experience with a different company so I was already extremely stressed. They were very quick to call, extremely helpful and reassuring, and just overall friendly and nice to talk to. Would absolutely recommend
22 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon, Rebecca
Thank you for taking the time to leave your wonderful review.
We are delighted to hear that you found our customer service impeccable. We are especially pleased that our team was able to provide quick, helpful, and reassuring support during what must have been a very stressful time for you.
Your kind words mean a great deal to us, and we will be sure to share your feedback with the team. Thank you for your recommendation, and we truly appreciate your support.
Kind regards,
Fiona
The Hoover Candy Team
It was great once I got thru to a…
It was great once I got thru to a human. The automated service was very time consuming.
22 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon, Elizabeth Wood
Thank you for taking the time to leave your review.
We are pleased to hear that you had a positive experience once you were connected to one of our Customer Service Advisors.
We are sorry that you found the automated service time-consuming and appreciate you sharing your feedback. Your comments will be passed on to the relevant teams as we continue to improve our customer experience.
Kind regards,
Fiona
The Hoover Candy Team
Your human representative was very good…
Your human representative was very good and extremely helpful but getting to speak to a person instead of AI was very infuriating. When AI asked for my name i got slightly agitated and said bugger. It said is your name Tony Bugger Foggin. Please make it easier for customers to talk to somebody instead of AI. I just wanted to know why I hadnt had a text about an engineers visit. It cost me a lot on the phone for only a few minutes to get my answer when I spoke to your representative
22 July 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Tony,
Thank you for your feedback,
We are very sorry to hear of your frustrations when trying to speak to our team and can assure you we have raised this feedback for future improvements
We are very glad to hear you did speak to someone who was helpful and resolved your query.
If we can be of any further assistance please email social.media@hoovercandy.com
Kind Regards
Tara
Hoover Candy Haier
The AI asked me for the same details 4…
The AI asked me for the same details 4 times over.
22 July 2026
Unprompted review
Reply from Hoover UK
Good Afternoon Yvonne,
We’re very sorry to hear about your experience with our AI system and sincerely apologise for the frustration this has caused. Please could you email your name, address, and your review to social.media@hoovercandy.com and we can advise further.
Kind Regards,
Alina
Haier Hoover Candy Team
The ai is an absolute nightmare
The ai is an absolute nightmare. Once finally speaking to agent it got better. Disappointed appliance came faulty
22 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon, kimberley xxx
Thank you for taking the time to share your feedback.
We are sorry to hear that you found the automated service frustrating, although we are pleased that your experience improved once you were connected to a member of our Customer Service Team.
We are also sorry that your appliance arrived with a fault and understand how disappointing this must have been.
We would like the opportunity to review your case further. Please could you email your full name, contact details, and a copy of your review to social.media@hoovercandy.com. Once received, we will investigate the matter and advise you on the next steps.
Kind regards,
Fiona
The Hoover Candy Team
Ai on phone is rubbish
Ai on phone is rubbish
Put customer service on
Too much time wasted. Same questions asked again.
Wats the point of verification again
22 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon, customer
Thank you for taking the time to share your feedback.
We are sorry to hear that you were frustrated with your experience when contacting our Customer Service Team. We understand how disappointing it can be when you feel you are repeating information or spending longer than expected trying to reach the right support.
We appreciate your comments regarding the verification process and will ensure your feedback is shared with the relevant teams.
If you would like us to review your experience further, please email your full name, contact details, and a copy of your review to social.media@hoovercandy.com. Once received, we will investigate and advise you further.
Kind regards,
Fiona
The Hoover Candy Team
Reply from Hoover UK
Good afternoon, customer
Thank you for taking the time to leave your review.
We are pleased to hear that you found our customer support team very helpful.
Your kind feedback is greatly appreciated, and we will be sure to share your comments with the team.
Kind regards,
Fiona
The Hoover Candy Team.
The robot ai didnt book initial…
The robot ai didnt book initial appointment. On both occasions I called it couldn't find my account and made new accounts. Appointment booked but no one came on 2nd occasion I had to be put through to a human which took 5 mins instead of the previous 20 and 15 mins prior to speaking to human. Ai cost me more time not save it.
21 July 2026
Unprompted review
Reply from Hoover UK
Good Morning Laurine,
We’re very sorry to hear about your experience with our AI system and sincerely apologise for the frustration this has caused. This is certainly not the level of service we aim to provide. I am glad to hear my colleague was able to arrange an engineer appointment for you.
Please could you email your name, address, and your review to social.media@hoovercandy.com and we can advise further.
Kind Regards,
Alina
Haier Hoover Candy Team
Very helpful choosing a new vaccum…
Very helpful choosing a new vaccum ,very polite
22 July 2026
Unprompted review
Reply from Hoover UK
Good afternoon, MRSROSEMARYSPENCER
Thank you for taking the time to leave your review.
We are delighted to hear that you received helpful and polite support when choosing your new vacuum cleaner.
We appreciate your kind feedback.
Kind regards,
Fiona
The Hoover Candy Team
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