Bought a Hotpoint Gas hob from Currys on 25th Aug 25, it was installed on 7th Sept 2025. Since then have had to call the engineer out 3 times. 13th Oct, 28th Oct, both times had to wait about a week for an engineer, and again had another call out 19th November as without a burner since 11th Nov. Hotpoint informed me that after 3 repairs I could have an exchange, refund or replacement. The engineer was not able to repair it today as no parts, they don't carry parts with them...... and the parts are not in stock. Phoned Hotpoint and explained everything and how now after 3 visits I wanted an exchange, not another repair, they told me to go to Currys and ask for an uplift number to get the exchange. First chap I spoke to was more than happy to exchange the product and let me pay the difference to get a better hob. But the only lady there that can request the uplift was on lunch so had to wait another 20 mins, even though I was on my 30 mins lunch break at the time. I spent nearly 2 hours in Currys at this point and Currys even let me speak to Hotpoint on the phone but they refused to give the uplift number for the exchange as the 3rd repair hasn't happened yet. Under my consumer rights I thought I had a right to an exchange as the product developed a fault within 6 months it is deemed faulty since inception but the battle I am having to get an uplift number is ridiculous what happened to goodwill and keeping the customer happy? The product is not fit for purpose, is it not satisfactory, and I won't trust it or Hotpoint again. Last conversation I had today was it will be put in the hands of the exchange team and they will contact me in 5 working days if I can't get an exchange they will be in contact with me to arrange a repair once the parts are in stock, whenever that will be..... Meanwhile I don't have a fully working hob to prepare family meals on. But apparently that is fine according to Currys! They are not admitting responsibility even though they are the retailer and were happy to take my money for it - well it was on their flex pay so haven't paid for it yet.... and keep sending me back to Hotpoint who have been little to no help except in telling me to go to Currys to request an uplift number, which they, Hotpoint, then refuse to give them. I am back and forth like a yo-yo! I just want the product exchanged but would have to have the same price and there are no products of that price available, I was happy to pay the difference and get a different brand but apparently that isn't allowed, how ridiculous!! Be interesting to see what the next 5 days brings or whether I will have to wait weeks for the parts to be fitted, nice right on the build up to Christmas...... Well an exchange won't be any good if they don't have the products to exchange it with and won't let me pay the difference, I guess then it will be a battle for a refund instead and go to AO instead and buy a Bosch.
Claim your business profile now and gain access to all features and respond to customer reviews.
