Company Details

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 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. 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.

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.

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. 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

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.

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

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.

Amazing customer service! Had a problem with my auto reel Hozelock, which would not retract automatically or manually. Sent an email to support team who promptly replied and advised that I would receive replacement hose to be sent out within days. 10 out of 10 Hozelock - another very happy customer. And thank you to Alfie who dealt with my query

Our auto reel was sticking, contacted Hoselock and they were happy to replace the unit FOC. Very simple and effective process. Helpful staff.

I had a problem with my 30m autoreel where it would not unwind or recoil. I contacted hozelock and Olivia promptly responded. After sending a photo of the faulty hozelock along with my receipt, Olivia arranged a replacement for me that will arrive in the coming days. It's very rare you get such good customer service nowadays. Thank you Olivia!

My Auto Reel 30m failed to rewind after, it would appear internal spring failed. I contacted customer service and received prompt reply from Tim. Having submitted copy of my receipt and photos Tim arranged replacement. Excellent customer service, and special thanks to Tim.

I had a problem out of the retailers 12 month g`tee so needed to contact Hozelock direct. No problem just sent a `photo of the problem and of the original receipt and Hozelock dispatched a replacement. Thank you Hozelock and Tim, Chris Coulson

Tim @ Hozelock was absolutely awesome in helping me replace my faulty item. Thank you Tim and Thank you Hozelock

Like other reviewers, my Auto-Reel hose would not retract after only 2 years' use. I contacted Customer Service and they were able to send me a replacement without question. Thanks, Tim!

I emailed Hoselock with regards to the issues I had with my retractable hose pipe, I had a prompt response from Tim who advised ways I could try to rectify the problem, when this didn’t work he arranged for a replacement to be sent to my home address. He was very helpful & understanding of the issues I was experiencing, fabulous customer service, which is not always provided by many companies.

I purchased a 30mtr retractable Hoselock hose some time ago-Problem was,I couldn’t remember when,and I had lost my receipt.The return spring broke in it,so I was going to see if I could fix it,until I read online not to attempt this,as it could be extremely dangerous,So I contacted Hoselock directly,and I had contact with a very nice man by the name of Tim. Now,Tim could not have been more helpful if he tried..He got straight back to me,and because I did not have my receipt,Tim could validate the enquiry via serial numbers etc..So within no time at all,Tim arranged a replacement free of charge,and posted it to me directly..Thankyou Tim,thankyou Hoselock,you were excellent,your customer care is just how I remember it back in the day !! I absolutely recommend Hoselock extremely highly..10/10 from me !! Thankyou again Tim..😊😊👍👍

Fantastic customer service, my issue was resolved in less than a week by a very helpful Tim. Many thanks