Hotpoint
Reviews and Complaints

Firstly tried to deliver to wrong city. Tried to blame me!

Second attempt failed as they had "a system error".

Third attempt they forgot to load it on the truck. Claimed they had "a massive system shutdown".

Their customer service reps are condescending and rude. Absolutely useless and don't care. This is by far the worst experience I've had.

The basically lie to your face. Horrid company.

My landlord has ordered a replacement washing machine from Hotpoint as the old one is damaged and I have been waiting for the delivery for months. Every single attempted delivery, the deliverymen could not deliver as they did not have the stairwalker to transport the washing machine up the stairwell. Although I make this very explicit every time I rebook AND made sure to call customer service to ensure this has been communicated, every single delivery has failed for the same reason.

It is honestly appalling that I have waited for 3 months to no end. I am tired of being disappointed when they refuse delivery and make me wait another 2 weeks for another failed delivery, and paying so much for laundromat services (well over £150 at this point). The company even had the audacity to ask if we were willing to accept delivery and carry it up the stairs/ install it ourselves when we live up 8 flights of stairs.

I tried to be patient and consistently communicated this issue to their customer service, but at this point I no longer willing to be understanding for such a simple issue that keeps repeating itself.

We brought the hotpoint HUE61P cooker for our second home in 2019. Due to covid restrictions we were unable to visit for around 18months. The enamel around the hop has blown and peeled off. This cooker has only been used a dozen times at most. I have been told that they cannot guarantee the lifespan of any cooker. There clearly is a problem with this cooker.

I have more pictures but won’t let me upload anymore. The blown enamel is all around the hob.

Machine Serial No [protected] was purchased from Murray Fraser Domestic Appliances (www.murrayfraserappliances.co.) on13/01/2020.

About mid way through the first year of use and ownership we noticed that the machine was definately noisier than we would expect when spinning at medium and high speeds. Later that year we noticed that the linoleum under the machine was crinkling as a result of vibration.

We contacted the Supplier and forwarded sound videos but no response due to COVID restrictions.

As 2021 was coming to a close and the noise and vibrations were becoming extremely loud and threatening catastrophic failure.

The Supplier attended following a request and advised we contact Hotpoint which we did and agreed a repair Plan BQL0013571 costing £123.48 without knowing what the issue causing the excess noise and vibrations.

The Engineer confirmed on his first visit that bolts were loose fixing the Counterbalance concrete to the drum, and ordered a new Drum and Counterbalance which were installed on the16/02/2022. The machine is working perfectly now.

It is obvious from examination of the removed parts that progressive erosion caused by the slack bolts was the cause of the issue, and I conclude that this is a defect in manufacture and therefore the sole responsibility of Hotpoint.

Their customer service attitude is appalling! Extremely rude - impatient and self righteous! Twice I have called once when they didn't install cooker when it was stated all free standing cookers are installed I managed to keep calm as the advisor attempted to patronise me. They state they give you a time slot of delivery of 2 hours which they didn't - I was called at 7.20 am by the driver saying he was 5 mins away! I was 8 days post major knee surgery and had to bump down stairs quickly and meet him at the door- that's when I found he wasn't installing it - though he handed me a piece of wire as a peace offering?!?!?!? Advisor told me I should have read reciept better - she ended up putting the phone down on my as I was speaking - at no point did I raise my voice even though she kept talking over me.

Today I called to ask advice on my oven not working. My resting HR is 50 but on coming off last call it was 117! I live remotely and the village is hard to spell. When I said name she said 'spell it!' No please or politeness. When I did she mumbled 'the engineer won't come out if he doesn't know where he is going.' A comment I would understand if I had refused to spell it which I ended up doing twice. Luckily it was just a matter of setting a clock, the advisor spoke to like I was a child for not knowing and kept talking over me.

DISGUSTING!

Congratulations 👏for fixing my new oven that we only had for 5 weeks before it stopped working. And it took you 9 weeks to get it working again. Good to know that Hotpoint really look after us 80 year old customers. What would we do without companies like you. How long will this repair last we don't know

I bought a dishwasher back in October it's broken down a week ago someone came out to have a look at it and ordered a part the part will not be fitted for another 3 weeks this isnt right its a new product the Engieer said it was a bad apiance they have trouble with all of this type we are a family of 5 I need another dishwasher asap for free or a refund or another type with buttons on it instead of all this digital rubbish looking forward to hearing from someone if not im taking it futher my no is [protected]

When I bought my Hotpoint washing machine I had one year guarantee. My washing machine was broken before the guarantee expired. So I called them to come and fixed my washing machine they sent an engeenier to fixed and the engineer couldn't fixed the washing machine as they needed to order a new part for washing machine, ok fair enough. They got the part and they send an engeenier to fixed. He fixed the washing machine that's what he said and left. It worked fine for a while and then it had the same problem. When I opened the washing machine and looked in O my god you could see all the cables out of place unfixed it could of burned my house. I fixed them myself. Where did does ingeeniers do the training. They rubbish. They even asked me to get a hotpoint protection. I am glad I didn't do it. The hotpoint appliances are rubbish don't buy from them. They brake so easily. I wish I took a picture of it. If you can't do a good job don't bother coming and fix my washing machine.

We received a new Hotpoint Friidge/Freezer last August. In January this year it broke down. I called Hotpoint and they sent an engineer within a couple of days. Unfortunately he said he needed to order new parts. Another engineer came out a few days later to fit the new parts but they didn't resolve the problem.
It's now May and despite numerous calls to customer service to find out why it's still not fixed I'm being told they are still waiting for the right parts. Their customer care is terrible. If they can't get the parts I should have been offered a new fridge as the one we have was only 6 months old when it broke. 4 months on and we are still dont have a working fridge/ freezer!

My new Hotpoint cooker was due to be delivered today 27/04/2021. Day off work, waited, man turns up, on his own, here about 5 minutes, says he can't deliver as I have a hedge and 4 steps. I say you take it up the bank, gentle slope, the you only have to do one step we have worked this way for more than 20 years, never had a problem before. Delivery drivers attitude was terrible, he had no intention of working. I offered to help, apparently not allowed to due to coronavirus. Think they would have sent the right equipment for the job then. Offered to get my son from work to help, would have taken 15 minutes and the driver said, I quote "you have wasted enough of my time". He was there no more than 5 minutes and his time was allocated, surely, to deliver my cooker. Surely they allowed more time than that to remove and install 2 cookers. you certainly don't feel that your customs been valued. Pointed out that without customers the company would be bankrupt and we were paying his wages and he drove off, stealing my cooker. I certainly hope their appliances work better than their customer service, which is shocking to say the least and they have no credible internal complaints procedure that I can find. The customer service man I spoke to refused to give me Hotpoint address, although I have found it online.

My washing machine was a recall replacement. After a short time of use it stopped working and the Hotpoint repair guy said it was because when it was installed the guys did not remove the safety things that hold the machine in transport, . The machine was repaired and has now it's stopped again with a full machine of clothes. I've tried booking a repair and spoke to an unhelpful man, wi tried an online chat and I was not answered I've tried further calls and your always too busy to answer and tell me to try again the next day. I'm sure this machine will never work properly and I would request a replacement.

I purchased a hotpoint dishwasher less than 18 months ago for between £200 to £300. It is faulty and no longer working. Hotpoint will not repair or replace unless I pay which given the age and cost of the appliance goes against my consumer rights. It is not acceptable that an appliance I paid this amount for lasts less than 18 months. I have put in a complaint but they won't take it any further. The email address they provided to make a complaint did not work, getting through to make a complaint was difficult, they kept saying call back tomorrow due to high demand.

My repair number is 1522961588. One month ago I booked and paid for a repair on my gas/electric ovens. Full information was given (make/model/serial number/duel fuel). One week later an electric only engineer turned up and said he had been given the wrong information. He apologised took all the details to give to the gas/electric engineer. A week after that the next engineer turned up and once again took the details and said he needed to order the parts. Today he was supposed to return but one hour before I received a call telling me he was unavailable and that my new date was 21/12. Hotpoint complaint system is designed to make it impossible to speak to anyone. Emails are not responded to (4) and if the number is called it recognises the callers phone and just gives a pre-recorded message and then disconnects. The live talk system also does not work. It will have been over 6 weeks for my family with no oven and even then there is no guarantee. I have never come across a complaint system so cynically rigged to ignore customers. I would like a full refund but know that I cannot even speak to anyone. If the correct information had been given to the first engineer this would have been solved two weeks ago. 21/12 is not acceptable to me and unless that can be improved I would like a FULL refund. The delays are due to your incompetence, not Covid or lack of parts etc. I have lost three days of work and my family have had no oven cooked food for a month. Paul Goldring

I reported to that, my hotpoint machine had the following problems:

1: Water leaking from door and underneath machine.
2. Tear in door seal.
3. Latch on door is faulty and door unable to close.

Informed adviser that, I'm living with my mum Viola who is 83 and is disabled following a stroke.
The washing machine is therefore essential and repairs need to be done urgently.
Was advised that, the call out time could not be priorities and I had to wait for the next available appointment the following week which was today8th October.

When engineer arrived he advised that he had been given the wrong information and the wrong door seal had been ordered, she could change door seal.
He emptied the machine of water, completed a few tests and said there was nothing more he could do. He advised that we could still use machine until the door seal arrived and was fitted.
He just did not appear bothered and seemed more interested in getting to his next call. I even asked him - so will you be contacting the team to sort the situation out? He replied saying that " I would have to phone them myself and the number could be obtained from their website.
So, I was left with mum feeling really disappointed that we were now in this situation through no fault of our own.
Very, very poor service - As a customer, I was left to sort everything out myself.

Ten minutes after the engineer left, I received a call from the insurance company asking my opinion about the quality of the repair service I received and wanting me to renew my policy for another year.
Explained to them what had happened and they apologised and said that, they could understand my frustration. The team advised that, they had made a note of things and an engineer would be sent out within 24-48 hours guaranteed to resave the issues.

Following the conversation, I made a call to ensure an engineer was definitely coming because the situation had become desperate. I was advised that according to the information on the system, the engineer had ordered the part for door seal but it was out of stock. I was told that things would be escallated and I was put on hold. After a few minutes the phone was cut off.

I contacted the team again and spoke to adviser Horissa Amina who checked the system and advised that, the part ordered was out of stock.
I informed her that, I had used the machine as the engineer had advised and the water was still leaking from machine. The machine door also cannot close due to faulty door lock.
I was advised that she had also ordered new door lock and detailed other issues relating to machine.
I asked her how long would it take for engineer to come out. She informed me that, the parts have to come from abroad, so she has no idea how long things would take and cannot give me ant time scales.

I informed her that, it was totally unacceptable that I could not be given any time frame. She advised that, there was nothing else she could advise.

I requested the procedures of how to make a complaint about the poor quality of service. I asked for number of complaints team. She put me on hold because she had to get the information. She then advised that, there is no complaints number, but gave me your address to send my letter of complaint.

Outcome:
1: I want the machine repaired urgently, particularly in view that, I'm caring for my mum who's care needs are high and clean clothing remains essential.

2. Don't send me an engineer that does not appear bothered about the needs of the customer.

3. I want this matter dealt with as a matter of urgency.

4. Horissa advised that, the engineer should not have instructed us to use the machine if it was still leaking due to the tear in the door seal.
She was right - complete madness - that's why you must provide us with another engineer who will provide us with appropriate information that ensures are safety.

Thank you in advance for taking the time to read my complaint and helping to resolve the issue.

It's been very upsetting for mum because she already has enough challenges due to her poor health following a stroke.

David Browne.

Hi our headed 27 March 2020 on a beeping sound kept going we emptied et filter etc turned on several times no joy so on so on 27 th phoned book engineer ( 7 th sept ) during this waiting time we could smell damp not pleasant my son pulled machine out to find it had been leaking for some time by the amount of water leakage the wood flooring is damaged beyond repair water has run down the flooring, the engineer came he saw all damage suggested I put the claim in ASAP aphoned was told someone would contact but didn't so phoned again told her iam disabled with husband with dimensia and floor is dangerous the part came in the next day so phoned again ! No engineer till 5 th October 4 weeks for god sake to fit a sensor, I phoned again asked about the damage she said the engineer would do a report no one else available ! I've taken pictures but we waited all day none turned up on the 5 th had tx today between 1.8 / 4.28 nothing the guy lives 200 yard up road so I put a not through his letterbox asking if he knew what going on ! Nothing again I've never been treated so badly this is disgusting I don't even know when or if your going to bother or put my floor tight I'll have to take you to court if nothing happens this week it's totally wrong to leave me like this and the machine is only 5 months old, Iwas also coned into buying an insurance incase you came out and wasn't your fault fgs please help ASAP thankyou Jane

Purchased Hotpoint Class 9 SI9 891 SC IX Built-in Electric Oven - Stainless Steel from Ikstar Limited T/A Bargain Buyz on 10/01/20.

I had it installed by my electrician on 01/02/20 to find that it didn't function as it kept asking the door to be closed before working. Called hotpoint customer services after numerous tries they agreed to send out an engineer, near date 10/02/20. No alternative oven, so we were without oven for more than a week. Called the supplier and they managed to get an engineer for the next day. I now had two engineers coming because although I was getting sent texts I couldn't find any record of it on the portal.
Engineer tries to get the oven working unsuccessfully. Order parts for 11/02/20.
Engineer can't fix the oven so gives me uplift number and after I refuse to sign off the work leaves.
Call the supplier and they say they will get back to me by the end of the day.
I call hotpoint (again) to complain about way it has taken so long to sort this out only to go back to the retailer. I still have no oven. I am have cover for an oven which doesn't work. I have to pay again to have someone to install the oven as hotpoint are not interested in the item as far as they are concerned I either get a refund or a similar item.
Disgusting care for customers I got extra cover through legal and general and it means absolutely nothing.
I have been messed around for more than a week and left without an oven.
If the end result was to get a replacement or refund from the retailer then I could have done this from the beginning, the customer services person said that they always try to fix it first. Then surely if it can't be fixed it should be replaced. They also commented that the oven was manufactured in 2017 and that's possibly why they can't replace. Surely this is not the customers fault it's an issue for the manufacturer.
I have other Hotpoint items and I regret buying them now as I don't want to have to go through all this again if it goes wrong.
The person in customer services was going to get the oven replaced and then came back with a no after having me on the phone for a while.
I still want a replacement, I spent ages selecting this oven.

I bought my washing machine on 8 sept 2018. I have called repair men out 3 times b4. And this week water started coming out from underneath the washing machine. I only have the machine about 1 1/2 yr. I really need u to help resolve the situation. I have never had a machine that has caused me so much trouble b4. I have tried to call and I have emailed and to thus day still no answer. I dont have the money to go to a laundry.. Plz cud u give me some feedback on this problem

many thanks
Lorraine

Registered my Dryer recall for vented dryer in September, processed a live chat on 25 Sept 2019 and was told both were registered, phoned customer service 9 Oct 2019 to find out when I would get a response for replacement options, was told because I had 2 dryers at the same address I could not use same email address for both. Also told I would receive the i formation I a week. Heard nothing on 17 October so another live chat and told I would received a reference number for the vented dryer in 8 days. 30 October 2019 still no response so another live chat and told again it was registered so phoned customer service and spoke to William who said I needed a second email address which I gave, William registered the vented dryer again with the new email address and I received an email to say someone would be in touch in 7 to 10 working days, then heard nothing from the company by the 15 November so phoned customer service again and was told it had to be entered and auctioned manually as there are 2 dryers at the same address and Manager Jess was sent an email to phone me urgently to take all the details as she was the only person who could do it manually but Jess did not call. Through all these phone calls and live chat no one would transfer me to Jess as she does not take customer complaint calls. I am in possession of a recall tumble dryer which is to standard that can not be used under The Consumer Standards Act. The office for Product Safety and Standards have insisted on a recall and I am being totally ignored, what has happened to customer service and helping customers. I feel I should now be given the options for a replacement as this has gone on 3 months and still no resolution

My Hotpoint tumble dryer was on the recall list and therefore not safe to use. After waiting 4 months for a mechanic to repair the fault I became fed up and took Hotpoint up on their offer of a replacement dryer for £99.
That dryer worked well for a short time but recently started to get dangerously hot and an F06 code flashed up. Engineer was sent out to fix. Two months later an F07 code has flashed up and the machine won't work. Hotpoint refuse to send out an engineer free of charge.
Hotpoint products are dangerous and service is appalling. I will never purchase another Hotpoint/Indesit/Whirlpool product again and will shout down this company at every possible opportunity. Utter rubbish.

Client Reg No XIH 1301920 Date 24-6-2019
This product was purchased in Sept 2015 and has given no problem until recently when it started to become extremely noisy and vibrated a lot. The problem indicated faulty bearings and an appointment was arranged for the technician to visit (parts were covered but a call out charge would apply).
He duly arrived on the appointed date and the problem was fixed in 10 minutes.
The cause- the retaining bolts holding the counterweight had come loose which he stated should never have happened. The bolts had obviously not been torqued to the correct setting when leaving the factory and these had gradually worked loose.
This could have caused irreparable damage to the machine through no fault of our own. This cost me £120 and I believe I should be entitled to a refund of some description. I appreciate there has to be a call out charge but the cost is a bit extravagant for 10 minutes. I cannot fault the Technician who was extremely courteous but felt a bit embarrassed by the situation.