Company Details

I bought a hose a little over a year ago. It developed a small fault so I contacted Hozelock. They responded within a day asking me for my receipt and a photo of the problem. I sent the details and the next day received a reply saying the hose would be replaced. It arrived three days later. No fuss, so nice to see customer service working so well.

I bought a 15m "Superhoze" a little over a year ago. It came with a 5 year guarantee if it was registered with Hozelock. This I did. It then burst just outside of the 12 month time when I would have returned it to the retailer. I contacted Hozelock just under six weeks ago to inform them that I was making a claim under their guarantee. They then employed just about every delaying tactic they could presumably in the hope I would give up and go away. It has taken them five weeks and four days to replace this "Superhoze" and they told me that "the replacement you will receive has been arranged on an 'out of guarantee' basis which means the replacement is not covered by any warranty as your warranty has now expired". It seems to me that the 5 year guarantee is nothing more than a marketing gimmick and that they don't themselves think that the "Superhoze" will last five years. I bought another hose from a different manufacturer to tide me over while I waited for the replacement from Hozelock. It was considerably cheaper and I don't expect it to last five years, but that manufacturer doesn't make that claim.

Quick , friendly and efficient response to a guarantee claim

A guarantee enquiry. A first class service from Hozelock. Dealt with Chloe from Customer Services. Sorted the guarantee request out very quick and efficiently. Thanks so much.

I contacted Hozelock to confirm which spare part I needed to repair my sprayer as it was not clear from the descriptions on the web store. They very quickly responded, told me the part was not sold individually and, instead sent me a replacement part for free. For a product that was out of warranty I find this level of service outstanding!

The service I received was absolutely first class. I found the communication between us really good and my issues was dealt with as a matter of priority. I have no hesitation in recommending hozlock to all my friends and colleagues. A special thank you to Chloe who handled my issue in a very positive professional friendly manner.?

Excellent customer service replacing a faulty item.

Gold standard customer service. Although communication seemed a little prolonged, the process was fit for purpose and Sean helped me through to resolution on a warranty claim for my 30 metre retractable hose that was four years old. To be advised that my hose would be replaced due to failure to retract was more than I had anticipated, although no guarantee was provided. Very happy that I will be able to continue to use a Hozelock product. It’s rare to receive such great CS. Thank you Hozelock.

Last week my EasyCare pump failed. Being still in the warrantee period I filled in Hozelock's online claim form & received a response the same day. After sending a copy of my receipt, I received an email saying that a replacement pump was being sent - this was delivered the following day. Over many years I have contacted Hozelock customer service for parts or advice and their response has always been amazing. Many thanks to Chloe. HozeLock should be proud of their staffs performance.

Excellent customer service. My retractable hose “died” about 1 week from the 5 year guarantee. It has been replaced with no problem at all (although no guarantee on the new one). Clear email communication throughout.

I contacted Hozelock in relation to my expanding superhose and that it broke and it was under guarantee. I had a quick reply and a very understanding member of staff called Charlie. I was issued with a brand new superhose in a couple of weeks once they obtained all the information from me. Outstanding customer service and very very helpful.

I have used Hozelock products for a number of years, and always considered them to be of excellent quality. Recently to my surprise, my Hozelock multi-spray head broke at the water connector. The service l have received from Genevieve at Hozelock customer service has been excellent and a replacement spray arrived this week. Thank you Genevieve and the Hozelock Team.

Really helpful and patient in finding me the right spare part for our old hose reel. Lots of communication between us on phone and email.

Hozelock customer service has been very supportive of my questions and claim. The reason I drop them to 4 stars is they are a little bit slow, but... they did help to resolve my complaint satisfactorily.

I had an issue with a hose that was under guarantee, but I didn’t have a receipt as it was a present. Sean in customer services was excellent, he found the serial number of the product so knew my claim was genuine, and then sent replacement parts. Thank you!

Excellent service from Hozelock (Alfie) in all the dealings regarding a faulty item which was replaced without quibble. Communication was clear, professional and response was immediate. Would recommend without question.

Wall mounted Autoreel Hozelok broke after 4 years. It was bought via a 2nd party but Hozelok still replaced the item under the 5 years guarantee.

Easily and swiftly resolved a warranty claim on a 30m Superhoze that burst after a couple of years. It's nice to deal with a company that understands what customer service actually means.

I had trouble with my 40 metre hose not recoiling although the reel was 4 years old after furnishing them with my 5 year guarantee details along with receipt and photos of the reel. Several days later a new one arrived as a replacement. The contact at Hozelock Chloe was very understanding polite and helpful

Top marks to the customer service team at Hozelock. For the second time in four years I've received a swift replacement for a retractable hose that has failed to last even half of its guaranteed life. However, the company has honoured their guarantee without quibble, so I cannot fault them.