Company Details

Fantastic and speedy customer service. Wish all the companies I deal with were all as helpful and professional as Hozelock have been. Thank you.

Fantastic customer service. Instant reply to my email query. Straightforward informative reply. Faulty spray gun still covered by guarantee replacement to be delivered. I wish every company was as professional as Hozelock.

Hozelock used to be excellent quality. However, lately, the quality of products has dropped off. I have spent much money from the auto timer to hose pipes and garden irrigation systems, and all have gone wrong. The auto hozelock lost communication and won't connect. The garden hoses with a lifetime warranty keep splitting inside after less than two years, the plastic hose variable spray keeps splitting, and the garden watering system keeps leaking around the quick-fit connections. Hozlock has never replied to my complaints, so from now on, I'm buying Gardena

I bought an auto reel Hozelock 2 years ago and recently it developed a fault. I contacted their customer services and was dealt with by a person named Sean. They sorted out my issue promptly and sent out a replacement. Yes you can get cheaper but when it goes wrong it’s worth paying a bit more for 5 star customer service like this

My Hozelock Autoreel stopped reeling in & so contacted Hozelock Customer Services, as it was still within the 2 year guarantee. I got a reply from Tim the next day & after explaining the problem, he sent out a new replacement unit. I received it 3 days later. Its great to see a company that actually provides excellent Customer Service, instead of just lip service. Well done Tim.

I was very impressed with the customer service , Tim was very quick to respond to my emails and is sending me a replacement hose reel.

Replacement has arrived and please accept my thanks in dealing with as promptly as you did, it is really refreshing to deal with a company that understands customer service and I will prioritise purchasing Hozelock products in the future.

After 3 years of brilliant service mysuperhoze burst l emailed the company the same day I got a reply from Chloe customer service asking for proof of purchase and photo of damage I emailed this information back next day had a very polite and friendly response from Chloe to say new hoze was on it's way to me. Absolutely brilliant service thanks Hozelock.

Amazing service! Fast response to emails and resolved my issue quickly. Full replacement for my isdue. Many thanks Tim much appreciated. Mark.

Most impressed with Hozelock customer service. Contacted Hozelock as my Tuffhoze had developed a leak. Olivia provided excellent service / support and great communication. Within 24 hours of my initial contact, a replacement was being despatched. Thank you Olivia.

Emailed Olivia from customer service over concerns regarding the claimed 30 year warranty on their tuffhoze range. Very quick to reply ( within 2 hours). I must admit I'm sold on buying the product after reading her replies! It seems the warranty does indeed cover leaks through wear and tear, hence the 30 year length, as any manufacturer faults will show them selves in the first year. Well done hozelock! I wish all customer service agents were as nice as Olivia. First class!

I contacted customer support regarding a defective gun, and they promptly denied any responsibility, attributing the issue to frost damage. I explained that this couldn't be the case as I had stored it in a heated garage. Upon their request for additional pictures, I provided them, leading to an abrupt reversal in their stance. They initiated the warranty replacement process, implicitly acknowledging their initial misdiagnosis. Regrettably, there was no apology; instead, they requested the invoice. Upon submission, they claimed that the seller I purchased from was not within their approved list, leaving me without support. This incident revealed their true approach—initially blaming customers for subpar products. Furthermore, despite quietly conceding to the warranty replacement, they found a dubious way to evade honoring the claim. This behavior contradicts my perception of them as a reputable and trustworthy brand. It appears they fall short of such a reputation. I strongly advise against purchasing Hozelock products and urge others to stand against these questionable business practices."

The warranty and customer service is first class.

I purchased a Hozelock 20m Auto Reel in 2019. It stopped retracting the hose in September 2023. As I am in Australia, I contacted Hozelock via the 'Contact Us' form on www hozelock com au on 13 September 2023. I asked for help to fix the problem. Instead of offering suggestions to fix the hose, I was told to fully retract the hose and cut it off at the letterbox opening and send a photo to receive a full replacement. I did as I was told, completely destroying our hose in the process. I was then told that 'another colleague didn't realise I was in Australia and Hozelock no longer operates in Australia'. Why do they have an Australian website and multiple Australian retailers then? I was offered a refund which I accepted as my hose was destroyed. My bank details were submitted on 1 October 2023 and I was told it would take up to 21 working days. It is now 18 December 2023 and I still have not received my refund. I have contacted Hozelock multiple times and 'Tim' says it is a hold up with the Accounts department. Now no one is answering my emails at all. Funny that! I never asked for a replacement hose or refund - I was offered both and have received nothing. Avoid buying anything from Hozelock, especially if you are in Australia. Absolutely pathetic customer service.

I purchased a Hozelock standard sprayer from "FFX" and found that it did not operate properly, but they did not want to know when I complained. I turned to "Hozelock" themselves for help. My! what a difference in the two companies. Hozelock could not have been any more helpful. Eventually they replaced the offending sprayer free of charge. The lady who dealt with my complaint was courteous, very helpful and professional. I would recommend this company and if you are lucky to get the same lady as I did to help then your problems will be solved. I would give them more stars than what is recommended.

My retractable hose split after 2 years of use.I contacted customer service as it was still under guarantee, and after sending photos of receipt and problem to athey replaced with new hose immediately.I did have a problem with delivery but that was to do with parcel force not Hozelock.I delt with Tim who was extremely helpful a credit to the company.It was a breath of fresh air to find a company who cares about its customers.Well done I will recommend Hozelock to all my friends.

Bought 7 Litre Viton sprayer which performed admirably for a period, more sturdy and reliable than other brands I have used. Sadly though, it developed a fault, so I contacted Hozelock within the extended warranty period. After some fact finding diagnostics, the representative promptly organised a replacement sprayer to be dispatched. Excellent after sales service.

I purchased the auto reel 30m (SKU: 2403) about 30 months ago. The hose got damaged regently and rewound into the unit loosing the spring tention. I contacted hozelock by email several times for advise on how to repair the unit, I was told that they are unable to give advise due to safety reasons, I then requested if I could I send the unit to them for repair which was also not possible. I have now stripped and repaired the unit myself. Today I have sent an email requesting the specification of the hose so I can replace the damage hose. I was told you can't purchase replacement hoses. I find this very strange when you buy an expensive product you can't get it repaired or get replacement parts. I WOULD NOT RECOMMEND ANYONE TO PURCHASE THIS TYPE OF AUTO REEL UNLESS YOUR OK WITH PAYING £150 TO JUST THROW AWAY IF THERE IS ANY ISSUE

My Superhoze split in 2022 and was replaced under warranty, regrettably after a year the replacement item failed. I reported the problem and received a swift response from Tim. After providing a photo of the hose and receipt I was advised that a replacement was being dispatched. Disappointing that it failed but excellent customer service that resolved the issue within a day with no quibbling

Dealing with professional and honest people