"A persistent failure to adequately respond to customers concerns"

I have had Hozelock products for several years but in the last 2 or 3 years I have noticed a deterioration in way the company deals with queries raised by its customers. My experience of this company is when the customer seeks information about issues by email the company seems to rely on referring the customer to its videos rather than answer specific questions raised by the customer. This despite the customer telling the company that the said video did not address the specific concerns I had.
For a specialist customer services team to ask the customer what a pump motor is/does beggars belief. I was told the pump did not have a motor. (I was confident it was more likely that either the cable had malfunctioned or the motor or both.) I was also confident it was not any other part of the said pump e.g the rotor as I had purchased a new one from Hozelock less that a week previous.
I thought the issue was either the cable or the pump's motor or both. Despite my best efforts I was unable to influence the advisor that pumps do have motors and that mine was malfunctioning.
I asked that my issues to be elevated to a supervisor as It was clear the person speaking with me had insufficient product information. A supervisor did respond quickly and confirmed that indeed my pump did have a motor but they said Hozelock do not supply replacement motors for my pump so I would have to buy a completely new pump. Having spent over £50 for new rotor and other parts I was reluctant to buy a completely new pump.
I find it astonishing that it is not possible to supply a pump motor, especially as it is a self contained unit complete with the appropriate electric cable.
I have now bought a different pump from a different supplier who gave me outstanding service and responded to my emails within 2 days; a company which seemed to better and more willingly understand my needs and meet them.
I think Hozelock were rather careless in its responses to me. In doing so they have lost the custom of a once loyal customer!

"My hozelock hosepipe split and I…"

My hozelock hosepipe split and I contacted Chloe Bushell, a customer service adviser, who was very sympathetic and after emailing a photo and proof of purchase sent me a replacement almost immediately. which I received within 3 days. She is a credit to the company.

"Superb customer service"

Superb customer service. My hose was 16 months old and split. I contacted Hozelock who replied immediately and asked me to send photos. No quibble they sent me a new hose in 2 days. Dealt with Olivia and she was brilliant. 10/10.

"Better to be right first time."

Having read the reviews here, it seems Hoselock has a lot of problems but deal with them well - it's not, however, a good look for their products. I am now dubious about buying from them.

"Broken 40m hose reel."

Phoned them re retractable hose reel non-functioning
Fab response of offer and much appreciated.
Really great service from Tim and Co.

"Very happy with the service"

Very happy with the service. I hoze broke just before the 3 years guarantee period. Hozelock replaced the item in just over a week of contacting them. The customer servce agent was very helpful and responsive. Thank yuo

"Great Customer Service"

Unfortunately whilst using the retractable hose at the weekend it split in the middle. Messaged customer service this morning with pictures and receipt and received a very prompt reply from Tim to say replacement arranged and should be with me in 3-5 days. Wow! Great customer service as you always worry that these guarantees won’t be honoured. I suppose slightly disappointing that hose should split after only 18 months but hopefully the replacement will last longer.

"First class customer service."

My Hozelock hose had been deteriorating for some time and I had planned to replace it next year. Purely by chance, I found the receipt and packaging (which I had completely forgotten about) and saw that it had a ten year guarantee, which still had a year to run. I contacted customer service by email and supplied some photos of the faults and of the receipt. The response was amazing. I received an almost instant reply, recognising that my hose showed legitimate faults, and promising to send out an immediate replacement. Absolutely first class customer service.

"Had trouble with a hose"

Had trouble with a hose. Spoke with the customer services team and they quickly organised a replacement. Big thanks to the Hozelock team

"Outstanding customer service from…"

Outstanding customer service from Hozelock, the company respond quickly to emails the customer service advisor Olivia who solved my issue immediately was really helpful, I was completely impressed with her professionalism.
I`m extremely pleased with the outcome and I will defiantly be purchasing more products from Hozelock again in the future. Highly recommend Hozelock, they go above and beyond to ensure their customers are satisfied.