Hoselink Avis 509

I ordered a 100ft Retractable Hose Reel setup totaling $262. Hoselink chose to split the shipment into two separate packages. The hose reel arrived on May 23rd as expected, but the critical mounting post was lost by UPS in Oshkosh, WI, and dropped completely off the tracking radar.I reached out to Hoselink customer support to report the lost package and request an expedited replacement so I could actually use this heavy 30-pound product. My inquiries were completely ignored. To add insult to injury, while my support ticket sat open and unacknowledged, Hoselink's automated system sent me an email asking for feedback on my experience.Because of the complete lack of responsive customer service, I have been forced to go to a local hardware store, buy timber, and build my own mounting post solution just to make this expensive purchase functional for the weekend.I am keeping the hose reel itself and expect full coverage under the standard manufacturer’s warranty, but the logistics and customer support side of this company has been an absolute failure. If you buy from them, pray your carrier doesn’t lose a package, because Hoselink will leave you completely stranded.

Hoselink products are fussy but they last and once you understand how the hose needs to be massaged back into the holder they are good. They used to always provide good service. I have now waited 4 days for a response to an email after telling the AI bot that I wanted a human to email me, and I just had to press 2 over 80 times on hold to let the phone machine know that I wanted to stay on hold (since 1 was for people who do not want to stay on hold, there is no need to press 2 and if I did not have a headset I could not have because who has half an hour to sit pressing buttons waiting to talk to someone?). I have sent another email about products no longer being available, and I will be looking for another company whose products do the job and who value their customers, which Hoselink does not seem to anymore.

Hoselink fittings are very poor quality. They may not burst but they are luck to last a season without them coming apart.

They have some great innovations and I can confidently recommend the hoses and connectors. All other accessories are overpriced and don't stack up against quality products from competitors. There is limited negative feedback on their products (none of mine have been posted after multiple attempts) so don't rely on any reviews from their website.

Hoses: great product and excellent quality
Connectors: great product; they don't leak although they are plastic and wear out with use but priced well
Sprayers: poor quality, while the bodies are generally good the plastic nozzle components have poor quality control and wear very quickly
Hose reel: the rust proof frame started rusting within 6 months and the paint has mostly peeled off; the alignment mechanism wore out in 18 months which they reluctantly replaced after weeks of arguments
Hand tools: overpriced and average quality

The product is good. I bought a second reel on the strength of the first one but this time it has been delivered without the screws so I cannot assemble it.
Although I called at 2pm on Monday I got a message saying I had called outside of business hours. Their system sends you to an AI Chatbot which is unhelpful. It offers an option to talk to a human but does not connect and instead sends an email saying they have higher than usual email volume.

This type of lazy pass-the-buck use of AI does nothing to encourage customer loyalty. If there is a genuine need to close the office change the message to inform people.

Just threw away the portable hose reeel I bought a few years ago. Same problems as all other hoses I owned with leaks and the sprayer coming unattached mid task

I’ve had their product for many years. And bought them for friends - total of 5inclusing my last purchase recently
The hose product that I have been buying with a retractable reel has been durable, dependable, and a top quality product. The actual hose material on cheaper hoses decomposes, and will come off as a powdery massive eventually. My neighbor bought a cheap one that emulates that retractable real product that hose link makes, and after two years it was shot. I’m very pleased with my purchases and so are the friends I bought them for. In my opinion, this is an excellent product and they provided quick ship. I’ve never had to use customer service.

Bought Hoselink recently and am disappointed, although it works, the previous product with similar name, no longer available, was far better. This product has a hose like a steel cable, kinks badly and rather noisy. Hope it lasts as long as the previous. I wont say don't buy it but I would not buy one again

The company does not honor their own policies.
No marketing of their new releases gets people buy the old technology. Then they drop marketing emails once the product is available and offer zero effort to provide any sort of a change program that would allowed me to buy the newer version. The US customer service is horrendous.

Beware! We have a new hoselink reel, only 6 months old, and it has spent more time broken than working! Their customer support are NOT respecting their warranty. They claim they are a good quality product but so far in my experience this has NOT been the case.
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Edit after Hoselink response below. Yes, they did replace the faulty hose reel. Initially they refused to, and told me to buy replacement parts myself. For a months old hose reel. I quoted their own warranty policy and Australian consumer law, and wrote this review - then they replaced it. This is after spending well over $1000 on Hoselink products. Still would not trust them - it's easier to get a faulty product returned at Bunnings.

Excellent after sales service, great products!
We have a couple of hose reels around the house, the other brand had been painful, getting jammed, cracking plastic, leaking etc. but our hoselink has been great! Always retracts, never jambs. Remember guys, these things are out in the elements doing it tought.
After a few years It has developed a slight leak so I contacted support, and within a few days I had some new o-rings and an instruction video on how to change them. Super responsive, great communication. Highly recommend.

UnsupportedSo ive had a Hoselink Evolve since Christmas mounted on a wall using their supplied plastic bracket and mount kit. It has sagged to a point now that it will not lay flat and swings away from a neat stored place. Ive been sent another plastic bracket but this did the exact same thing. Warped, sagged or twisted is what its done. Yes they will refund me and yes supply a less warranty period reel but surely when you have a faulty designed product you fix it and stop selling to other unsuspecting consumers?
Ive nothing but praise of the quality of the reel and the fittings at this stage. Hose link dont want to address the poor design, Very sad.
Invoice Number : order number HL212426
Return Claim Made: No
Store Location: Hoselink online Australia

Great quality products and excellent customer service! Very responsive to enquiries. Ordered solar lights online and products exceeded expectations! Bright, durable, vibrant and just beautiful, as advertised. Have bought multiple solar lights previously and these are by far the best I have purchased. I recommended to everyone I know and also purchase their products as housewarming gifts to friends and family. I am a returning customer and have ordered multiple times since my first purchase in 2022. Thank you!

After reading all the hype about how good Hoselink retractable garden hose was I purchased one, only to be very disappointed.
After installation it leaked like a sieve from the cover, phone the company and they sent another one. took ages to arrive and they want me to spend my time to pack the dud one and send it back. So much for being made in Australia, no quality control. Will never buy another one, better off buying one from Bunnings.

DO NOT BUY. I purchased x3, and went for the marketing hype. Out of those only two are left working, barely. The isolation lever constantly breaks, had to be replaced. Leaks, well everywhere. Bayonet fitting has two O rings (non-standard type), seriously who does that, just a bad design. Ball valved inside came loose, had to disassemble and re- align. Almost every O ring seal leaks, they are just overpriced rubbish. As an engineer with >40+ years of experience in design and manufacturing, I am very disappointed in these. Would never buy this again nor would I recommend it. I am going to cut my losses and check them.

Bought two hoses One is OK,the 2nd has a faulty nozzle,it leaks badly and is impossible to use.It is a new hose.Very disappointed!

Had my retractable hose reel for 2.5 years now and works a dream, never kinks, never bursts.
Had an out of warranty problem with attachment on/off switch breaking and hoselink customer service replaced free of charge. Whole process took 2.5 mins over the phone. 100% recommend. Service and products on another level to their rivals.

Hoselink is a brilliant company from which to buy online as they are extremely customer focused which is rare nowadays.
I am really happy with my purchases too - top quality experience!

I bought a Hoselink retractable hose over 10 years ago.
It has been regularly and heavily used.
Today it is in the same condition as the day I bought it.
I would confidently say they are the best hoses money can buy in Australia.

Horrendous quality product that has been significantly sun damaged after just six months. Customer service was just as bad and basically said “so what?”. Rubbish product. Rubbish company. Buyer beware.

Order HL1700978 Jan 2023. Installed December 2023 after renovations. You already have email correspondence