Hotpoint Service Reviews 31,365

Complete waste of time. Contact centre gave totally misleading hope of machine being fixed and took nearly 10 days for engineer to arrive only to be told machine was never repairable as model discontinued and parts no longer available and no alternative option given so back to square one to find our own after wasting 10+ days….dont believe contact centre sales lies to entice you to buy service contract with D&G

Fridge stopped working. Call handler more pressure selling other company's insurance. Appliance 18 months old. Took 14 working days for visit to identify problem order part and fit. Prior to visit lots of info given re fridge ie model, problem and power check. Engineer arrived with no knowledge and no part for a known reliability issue with part. Never had an issue with a fridge in 60 years. I thought I purchased a quality appliance ? Nearly 3 weeks to repair is not a standard acceptable. From entering door to leaving 10 mins for repair.
I bet I don't get any response from this feedback eh?
Thinks best use local repairer in future

So difficult to get in touch with for repairs. What's app responds end up being continued following days due to long awaited whats app replies, so frustrating.
Wouldn't buy another hotpoint product again.

Everything went wrong!

I'm writing this review in Feb 2026, about a broken dishwasher bought in July 2025.

An error showed up in the washing machine - the manual said it would most likely be a clogged pipe.

It took a couple of days for the technician to come to the house - all pretty standard so far. He then couldn't figure out the problem, so he ordered a new part for the washing machine. He said he should be back in a few days, but the earliest slot I could book was 1 week later. By now, I have been without a (relatively) new dishwasher for almost 2 weeks.

Once the technician was finally back to the house, he fitted the new part and the dishwasher wouldn't even turn on! The new part was broken. A new part was ordered, and 1 more week of wait.

In the meantime, I have contacted costumer services, asked if it was possible to speed up the process (NO!) and logged a formal complaint. The complaint does nothing; I was told that I'm not informed of the outcome of the complaint. I was also not notified about it being officially logged.

On the day he was due to return to the house, I received a message saying the part didn't arrive and I the repair would be rescheduled. I was only told on the day, however, the technician told me that he receives the parts ordered on Wednesdays, and this happened on a Monday. I could - and should - have been notified that the repair wouldn't go through today! It's been 3 times now that I had to make arrangements at work, so I can WFH, for the dishwasher to be fixed - let me remind you - a new dishwasher!

I contacted once again costumer services. I was told that they "couldn't do anything" because a repair was in the system. Therefore they "couldn't do anything" until the repair was finalised. Clearly a "computer-says-no" answer with no regard whatsoever to the costumer experience.

A new repair is scheduled in 5 days. Taken what's above, I have no guarantees that it will be solved.

What a shambles the service department is ..
advised service dept of error code on tumble dryer and what was required per Google ie new control panel.
Engineer visit 1- ah, you need CC a new control board .. but I haven’t got one.
Visit 2 - ah .. they’ve given n me the wrong part.
Visit 3 - fitted right part but didn’t work. Call to tech team who advised non repairable. I’ll report straight back.
After few days and several try’s to speak to someone, kept getting cut off the phone. Managed to start a WhatsApp messaging to service team.. they said waiting for report .. 3 weeks later still no report so said would send engineer for 4th visit.
Waste of time as non repairable!
Service didn’t listen , refused to put manager into conversation.
In desperation, got hold of D&G who managed the cover and they agreed straight away to replace.
Hotpoint didn’t realise and even wanted to send an engineer after replacement was delivered.
Terrible Hotpoint Customer Service.

New tumble dryer, 3 months old, stops heating. ahd to wait 2 weeks for engineer who replaced heater element. machine worked for a week and stopped again, had to go through the torturous sytem to get to speak to someone, eventually after 45 mins got another engineer booked. he arrived and first thing he did was ring the engineers fault line for advice - hadnt even unplugged it yet. i could hear the conversation and noted the discussion was around what the customer might be doing wrong. he eventually checked it and said previous engineer had fitted wrong part and it need a condensor - which he didnt have and would take 11 days to get ---- condensors ar a bog standard part --- 11 days WTF !!! now back onto Hotpoint holding/avoidance system to get it speeded up. if they dont get it fixed i am refusing to accept it as a usuable item - you have 6 months to send it back under consumer law

I brought a washer dryer and it has never worked so I contacted them and an engineer came out and informed me that this was delivered into my house like this due to the module being faulty and that I needed to have a repair which I think is disgusting as you can’t deliver a faulty product and then say you can only repair it

I booked a washing machine repair with this company. They confirmed the appointment, but no one ever showed up and I received no call, no text, and no explanation.

I waited at home all day, rearranged my schedule, and still heard nothing. When I tried to contact them, [phone/email/chat], I either got no response or was given excuses with no solution.

This is extremely unprofessional and disrespectful to customers’ time. If you can’t keep appointments, you should not be taking bookings.

I would not recommend this company to anyone who values reliability or basic customer service.

Engineer never showed up, said I "missed them" despite being in all day.
The phone service just endlessly loops you never to talk to an actual human being, and when you eventually find a way to get through you have to answer a million questions that you've already given them.
The online chat service never responds to you either. Awful service, my washing machine is still broken and I doubt it'll ever get fixed.

They give you a number to call, then put you through all the options, you stay on the line to speak to an advisor after having spent a good 6 minutes to get to this stage and they tell you there is nobody available to answer your call and they give you an online chat link that takes every bit as long again and then when you finally manage to fix a date they text you with a totally different date and time. Very frustrating, very ineffective and very poor service.

ABSOLUTELY USELESS !. I had an " Engineer" call last month to "Supposedly" fix a Washing Machine Leak !. I explained what was wrong !. He then proceeded to "Wipe " the door with a kitchen Towel and said " That will fix it ". The machine is still leaking and when I call Hotpoint's number to book a new repair, I am constantly Cut Off !.

just to speak to awful customer service you need to supply so much personal info every time, its unacceptable. so slow, been without an oven for a month, totally unacceptable

Had an engineer out the other day adamant that we damaged my daughter’s two month old Fridge Freezer when installing it in an appliance cabinet.
The more I look at the picture the more I’m convinced this is a manufacturing defect. Split right on the braze with no pipe crushing or stress marks.
The engineer basically said it’s not covered as in his opinion its customer damaged and expensive to repair ( upwards of £175 plus parts).
I used to have great opinion on Beko but after this experience with this engineer I’ll look at other brands first in the future.
I even tried to bend the compressor pipe by hand and couldn’t without extreme force.
I also tried to explain to the said engineer that the fridge freezer temperature rose a week ago before it was moved.
It’s a shame Beko doesn’t have its own engineers instead of using the Hotpoint ones it bought as part of the takeover deal.

We bought a fridge freezer in October. Broken over Christmas, does not cool down anymore. All food gone off and had to been thrown out.
Frist booking in, repair man did not turn up.
Second one turned up... had to order parts took two weeks till come back... Came back "fixed the problem" didn't work.
The service and company is a joke. A month now without a fridge freezer. Still not fixed. Taken days off work, had to spend extra on food.
Spend the extra money or buy from someone else.
Would not recommend.

Hotpoint have left a disabled consumer with 2 young children without a washing machine for over a month including all over Christmas when one member of the household is also an emergency service worker. The machine is less than 6 months old and purchased directly from Hotpoint. I still have no date for a new machine, no one will log my complaint, you can’t get through to anyone, webchat just advise you to call the number even when you tell them it cuts you off after going through all the options and I’m left with no washing machine, severe stress, damaged flooring and bedding that was ruined on the first faulty wash. I would never recommend Hotpoint and am genuinely shocked by the appalling service and they should be held accountable and highlighted for the many failures and complete incompetence.

We had an engineer come out to fix an issue,
Unaware over the period of a couple of days i noticed water all under my new kitchen floor trying to find what the problem is wee realised it was from the washing machine, the fixture was incomplete ! We understand problems occur but when left by a experienced engineer and now been told nothing can be resolved until 4 days from today it has left us feeling very disappointed and frustrated this isn't just a matter of a hiccup this has now ruined our brand new flooring and we have been left unable to speak to management as we are told it's impossible for higher communication!
No sincere apologies or resolution to ease or level the emotion we are now having to deal with! This is the definition of insurance at its worse.

Never going to use them again in my…
Never going to use them again in my life.
Bought a washing machine in late 2023. Less than three years later the bearing that is built into the drum broke.
This is not a small moving part, this is a major component of the machine and should last more than three years.
Even so I booked a repair. The first person I spoke to gave me two options. I took out a monthly payment option.
A day later I rang back and decided to change. I was the informed there are actually four options, so was lied to by the first service.
I booked the repair anyway, as we needed a repaired washing machine. I also asked to put in a complaint.
An engineer comes out, looks at the machine, say he needs a part and leaves. A repair is booked for two weeks later.
That appointment is cancelled on the day, due to no part and rescheduled.
I contacted them again to discuss my complaint, and was told there would be no further contact. Not even a discussion or a courtesy call. Just ignored.
They then cancelled the second appointment due to no part. We have now been waiting over a month for this repair.
I will never use any product that is hot point related, or Beko as they are a sub division. The issue is not the breakage, it is the appalling customer service afterwards.
UPDATE: I had a call off Hotpoint the next day, who then offered me a £20 voucher for the inconvenience, despite the repairs themselves costing £140 (despite being under parts warranty).
A totally inadequate offer that doesn't fix the issue
UPDATE 2: I tried to cancel the repair so I could go elsewhere, and the company is now trying to charge me £75 for the cancelllation.

It is impossible to speak with customer services, you reach so far through the automated options before they finally cut you off. It's infuriating. The only form of communication is via WhatsApp which is so poor, they just fob you off and never give a solution. Terrible service.

Our Hotpoint condenser tumble dryer had a fault meaning it needed to be reset every 4 minutes. We contacted Hotpoint through our Pacifica warranty and 4 days later the engineer visited and identified it needed a new pump. This was ordered and a new appointment was made to install it today (10 days later). Engineer arrived on time and replaced the pump quickly and said everything seemed fine now. We started to use the appliance and left it running for a while and when it was mid-cycle it had flooded our kitchen so it had to be switched off and is now non-functional. Tried 10 times to get help from a Hotpoint agent by phone/online and through Pacifica. Every time I was supposedly being put through to an agent the message said no one was available and hung up. Pacifica gave me 3 phone numbers for Hotpoint and they all did the same thing. Used the Hotpoint live chat and was told I needed to speak to Pacifica, Called Pacifica who told me I needed to speak to Hotpoint. Nobody took responsibility for this mess so useless! We now have a tumble dryer in worse shape than before the engineer came! The number in the order number is the repair reference number.

Impossible to contact. Deliberately obtuse

They don't answer the phones. Their IVR system hung up on me 3 times after 2 hours wait time. They recommend their chat, which directs you to their phone system, so frustrated customers go in endless circles.

I wrote with a formal complaint, cancelling my contract. I got a stock letter response, which did not acknowledge my complaint, did not tell me what action they were taking and they had the cheek to ask me to phone to cancel the service.

By the way, the reason I took out the contract in the first place was under pressure from the hotpoint operator, who said I might be liable for call out charges on a brand new machine that did not work. The diagnosis when the engineer came out was poor quality control at the factory for the indesit IDMA75624. The control panel was not correctly assembled by the manufacturer.