Hotpoint Parts Avis 

I have tried to track down a front piece for one of the drawers in my fridge-freezer which has broken. You would have thought that finding such a part was easy but not when you're trying to do it via Hotpoint Parts!

The website has a search facility but the results of this search were useless - incorrect parts, correct parts but the wrong sizes and general information which don't directly relate to what you are searching for.

So I tred the online chat facility but was told (when they eventually responded) that they don't deal with parts, only repairs, despite being the chat facility on the parts website! I was transferred to the parts chat facility but was immediately transferred back and told that I had been sent to them in error!

So I request a call back which, to be fair, did happenw hen they said it would. But the sales person was extremely patronising and had no sympathy for my ordeal so far - he was only interested in making a sale. He assured me that he could send me the correct part but could not confirm the part number, nor provide any visual confirmation of what I was ordering. He said if it wasn't on the website, then I couldn't see it. I just had to trust to luck that it was what he said it was.

All I needed was a drawer front, but according to the website they had drawers that were the wrong size or drawers without fronts which were the right size. The salesman explained that the drawer without the front was, in fact, the front but the picture was wrong!

I was asked 3 times to confirm my contact information, even down to confirming the mobile number on which they had just called me!

When I finally agreed to buy the product they were offering, the response of the salesman was "so are you happy now?" - said not in a helpful way but with the utmost patronising tone possible.

Even though I did feel that I had finally found what I wanted, the whole ecperience has left me very angry and upset, simply because of the glib manner in which the staff at this company treat customers. It was a horrible experience that I never wish to have again and if there had been any other way of finding my spare part, I would much rather have used it.

Hotpoint - you really need to sort this out because you are tarnishing a household name by your extremely poor aftercare service.

I have been trying to book an afternoon appt,to replace my freezer door ,Im literally told take it or leave it,(if i am able to get through) the whole fridge freezer needs replacing,i defrosted freezer as asked,then was told part wasnt available ,i sit on chat line for hours,then because I cant always answer at exact moment ,they cut call and i have to start again.big rust patch on door,seal is not sealing,now fridge has developed a stink,of old lettuce,I have tried everything cleaning wise to no avail-to prevent my food from being contaminated,I have to store it else where,which means I am paying for something I am unable to use!! I am paying insurance which I am not benefiting from,disgusting "service"Plenty of dates ,one illustrated is just a not to self

I am raising an official complaint and requesting a refund and compensation by delivering my correct order regarding my recent order. On September 27th, I called to buy a replacement microwave glass tray. During the call, I clearly informed the representative that the tray I needed is a large glass one, as the original glass tray had broken. However, despite this, I was sent a metal tray instead.

This is unacceptable, as I explicitly requested a glass tray. The representative is mishandling my request and you can follow up as per the recorded call . I have wasted my time and money on this intentionally wrong order, and I am extremely disappointed to have to wait all the time for the wrong item to arrive. Please contact me as soon as possible to resolve this issue.
The order sent from a no reply email,and email provided at bottom can go through.

Hello, i was called by a nice chap who helped me find the part for my fridge. I paid over £7 for next day delivery which arrived quickly but it was the wrong part. Your customer service email link is wrong and returned my email on 5 occasions! I then rang your customer service number. It’s 1pm on a Saturday - the recorded message told me the office was shut then told me to call back in office hours during the week or 8.30am-4pm on a Saturday- but you are closed?? I then tried the number and took a dufferent option - apparently I could speak online or via WhatsApp on a live chat. Press 2 and you’ll send me a text with a link. Yes, I got a text but no link! I don’t think you want people to return things!! Very very disappointed and angry as I now have a piece of plastic sitting in a box that is useless and which cost me £45!! I would appreciate it if someone rang me to discuss this or so will be taking it further!

I ordered a spare part, paid £13 for next day service, to find out they used Evri to send me the item.
3 days later no item.

Why say you provide your customers with the best service when the email provided after the sale bounces back.
The contact number provided is too busy to accept calls
The online chat agent suggested for me to contact Evri when i'm not the account holder of the booked shipment.
Then online agent gave me a number for Domestic and General to call, that then told me they don't deal with this query but transferred me back to the number that is too busy to accept calls.
Strange how a insurance company have enough agents to call to sell their insurance cover product but dont have enough agents to resolve the issues of their product

The part which arrived was faulty.
The order confirmation was sent from a "no-reply" email address, and a contact email address given in the body of the order confirmation came back with a delivery-failure notice.
I'm not giving my contact details here, but if someone from Hotpoint wants to contact me to discuss my grievance, you'll be able to identify me from my order number (1717927324)

Have a five year guarantee with hotpoint for a fridge freezer. Rang for a plastic part that has snapped and was told that bit was not covered !

I want my money back

Useless and a waste of time. Technicians don’t even know what part their ordering iv had to keep booking time off work to have a repair done than no one can seem to fix.
Customer service are no help either. Really regret my purchase. I fear the only route to get Hotpoint to act is by going to ombudsman iv contacted them via their platforms they suggest but Hotpoint doesn’t want to help.

They gave me the wrong part so I had to return & order the correct part. Waited 1 year for a refund, which I had to keep messaging them about, as it's virtually impossible to reach them by phone. Very bad, time consuming experience.

I ordered an element for an oven.
I spoke to Simon who promised next day delivery at an extra £9. The money was taken from my account.
The part never arrived and I went elsewhere and tried to phone to cancel and couldn't get through. Likewise the email address wasn't recognised.
I used online chat and the operator said that there had been a problem with despatch and cancelled the order and said the money should never have been taken and would be refunded in 3-5 days.
I'm not impressed by the service and wouldn't recommend them or use them again.

Simon was so helpful, so polite. Made it an ease to find the replacement part I needed!
Thanks again ☺️

Would give 0 stars if possible. Ordered a part that took so long to arrive, when it did it was broken. It has been a week of phoning ( email, live chat and WhatsApp do not work) to get through and it is still not resolved. Worst customer service I have ever experienced.

Scam simply scam, they will park outside your house take a picture and leave and say they have been and nobody is home , shameful and pathetic

I ordered a Gasket for my Fridge on the 3rd January 2024 and was told it would arrive in 4 to 5 weeks..
It’s now 13 weeks and it’s still not arrived which is a joke for a standard part.
I’ve tried phoning customer service and constantly just get cut off after the pain of listening to and giving through the recorded message.
I’ve tried emailing and it just gets rejected by the server.
I tried chat and at first they told me to ring customer service.
The whole set up is a joke.

Would rate no stars if I could. Rang to register a new appliance…… got roped into buying the descaler pack for 4 years…….. thats was ordered nearly a month ago, was sent out nearly 3 weeks ago and still haven't received anything. I have rang numerous times….. over an hour wait each time and got nowhere. Have spoken to the someone on the chat 5 times who say they cant help you have to ring, and two other times they have just disconnected.

Im debating they are even a real company anymore or just money grabbers.

This company use to be amazing back in the day, and thats why I would use their products. But going forward I will not be buying from these again. This really has stressed me out just after a move. All for some very expensive descaler.

I placed an order for 2 Hotpoint Top Oven Door Seals Ref C005188232 ( I didn't know the part number at the time ) and was also offered some oven cleaner, I thought this may come in handy, I was offered a I think a standard delivery or I could pay extra for a 1-2 day delivery, I opted for the 1-2 day delivery service, this was on Monday 4/3/24, now Thursday the7th no delivery, so I phoned the company, after about 6 mins I was eventually cut off, so I phoned again, this time I did get through a young lady ( Unfortunately I did not take her name ) she told me that the order could not be sent as the oven cleaner was toxic, she cancelled the complete order and offered to put me through to the right department, she put me on hold and again I was politely told I was being disconnected which I was, so again I phoned I got the same young lady who had just canceled my order, she offered to put me through to the right department and also gave me a number for that department which was 03448 225225, I did explain that I had been cut off the last time which she couldn't understand why, so she tried to put me through again, again with the same result, so eventually I phoned the above number and eventually I got through, I explained all to the sales person ( male ) who told me that could not understand why the order hadn't been sent as the oven cleaner was not at all toxic, so hopefully I will get the oven seal on Saturday 9th March, I must have been on the phone in all well over an half an hour so not a very happy person

This company is a joke. The customer service is terrible I've made 12 phone calls and got nowhere. I ordered a part 5 days ago paying for next day and I haven't even got tracking information. I've no way of knowing where my order is because I've got agents wasting my time asking me how old my cooker is and is it insured ?? I just want to know if your sending my order. Genuinely the worst company I've ever dealt with

NOT EVEN WORTHY OF ONE STAR

substandard products, useless call centre/aftersales service. and they lie to you.

DO NOT BUY FROM WHIRLPOOL OR HOTPOINT

order ref is for an additional part but we bought a fridge and freezer. never again. doors wouldn't open - took weeks to sort. Ordered a joining kit - they lied about the price. no details on web. no instructions. Takes ages to get to call centre and they don't know anything.

TERRIBLE. Thought going through a well known company would make my life easier. Wrong item sent, expensive and trying to get hold of anyone is customer service is a nightmare. I have been kept on hold for ages, finally get through to be told I've come through to the wrong department, they try and transfer me and the line goes dead so I have to start over. Very frustrating as this has happened quite a few times now, currently trying online chat and have been sat in a queue for what feels like forever - go elsewhere!