Hughes Direct - www.hughesdirect.co.uk

Delivered a washing machine that was so badly damaged it was totally distorted. Said they could replace the machine next day but couldn't pick up damaged one so i'd have to pay for a second machine and they'd refund on collection of damaged one.

I refused to do this so had to wait six days for replacement.

Damaged machine was collected an hour before new one was delivered. Funny how you have to trust Hughes but they don't trust their customers.

I had no offer of any compensation for the trouble they put me to, not even an offer to refund delivery charge. Customer services just had the attitude of 'We're sorry but these things happen'

Will definitely be using AO or Currys in future. Hughes is not a nice company.

I bought quite an expensive tumble drier from Hughes. When it arrived the delivery term (who were lovely, but they don't work for Hughes) advised me straight away that there was a significant scratch on the machine. Due to being heavily pregnant I decided to accept the delivery (as I didn't have a working tumble drier and I wouldn't be sure on my future timing for going into hospital etc), however the delivery team took photos of the scratch and logged it as a damaged product on their systems. They advised that I then contact Hughes and discuss getting a partial refund/ voucher.

I contacted Hughes shortly after. The customer service team said that without me sending them another picture, they didn't care basically. I explained to them that the drier had now been fitted into place and that I wasn't able to lift it to get another picture as was now at a height and stacked, but that the delivery team had logged the incident. I had actually thought this would be the best evidence possible, as the fact that the delivery team took it showed that it was nothing we had done. After they just kept repeating the same line again (to the point I started to wonder if I was talking to a chat bot).

Initially customer service said they couldn't access the information of their delivery partner so I asked for the name of the company so that I could contact them (although I felt that was a bit ridiculous), and then they indicated they actually had seen it but they weren't happy with the photo. That seems quite convenient for them! They also, to date, haven't given me the name of the delivery partner even though I've asked several times - this has been a bit of a pattern as I've also asked to escalate my complaint and that has been ignored repeatedly.

Clearly on the system they could see that there was an issue with damage, so the fact that they are so determined not to give me any kind of compensation (even a token £30 voucher or something, never mind fair compensation), I find pretty appalling.

I certainly won't be shopping with Hughes again and I wouldn't recommend anyone else to do so. It's easy to look good when everything goes to plan, but when something is wrong you see the company's values (or lack thereof) by their approach to dealing with it. I feel like they have treated and spoken to me very poorly, and am really disappointed by my overall experience.

A simple warranty replacement turned into a saga stretching over several days, long after the manufacturer had agreed what is termed as an "uplift". I was left without a washing machine for two weeks, and am still awaiting the promised collection and refund. I had paid £799 for the appliance!

The only people who will even speak to you are front-line customer service teams, remote from Head Office. They are constrained by poor processes, even when they want to help. The ironically titled "Customer Care" team and Directors hide in Head Office, and will only communicate via email. Not once did any of these people read and respond properly to written communication, and complaints handling is non-existent.

Stock availability and management is poor. I was told on several occasions that I could not have a replacement because it was not in stock (contrary to what was displayed on the website). Eventually I accepted the offer of a refund and purchased a replacement. Within hours they advised that the stock was now available for delivery on the following Tuesday; the website had been upated to say I could have delivery three days earlier than that.

I am significantly out of pocket from two weeks of laundry expenses, which I did not ask them to recompense. I found the cheapest installation option, and asked Hughes to pay the £69.50 installation cost. A Director refused because "you have declined our offer and sought an alternative supplier". I had provided a clear timeline detailing when I had made the purchase - having given Hughes several opportunites, and having been told that they could only refund.

This company clearly does not care about customer loyalty, and I am unsurprised to read negative reviews across several review sites. I would also recommend reading the reviews for an unconnected company, Hughes Electrical, as there are negative reviews there which appear to relate to Hughes Direct.

Received a damaged oven which wasn’t noticed until unpacked, I reported to their customer service straight away although it took numerous emails to gain a response from them they delightfully tell me that I need to wait 6-7 days for a replacement to be sent to me. How wonderful for a family of 6 to have no oven for a lengthy period of time. Very strange they offer next day delivery on the majority of their products until you have a problem!!

Hughes advertise a Price Promise but did not honour this when they supply through Amazon. Very sneaky. Claimed that do not price match Amazon but they weren’t price matching Amazon, they would have been price matching another Supplier on Amazon. Will be purchasing another two TVs in near future but will not buy from Hughes or through Amazon. Lesson learned. Terrible customer service.

Purchase process and delivery seemed fine, but when there was a problem with the equipment (missing parts), their so-called customer service people just weren't interested. We ended up having paid for a completely useless appliance. Wouldn't recommend them at all.

The item was purchased via the internet it was a 65” Hisense Tv, as I have experienced before staff giving out false information is unfortunately a common mistake, I was told by L that due to this being a sale made on the internet the after care would not be the same, trying to push me on to believing the responsibility was now mine not there’s is a common excuse, unfortunately for them I know consumer law inside out and my rights are the same regardless of where the item was purchased also my contract is with the retailer not the manufacturer, I was bemused by the reply “Which consumer law” my initial contact seemed promising after being promised a call back which never happened, I was given the template answer “our system went down” that old chestnut! I must admit, after working for the largest electrical retailer for 10 years our system went down only once, we must have had a great system!

So as it stands the sales representative is apparently arranging a repair, I offered to pay for an upgraded TV which to me is a more cost effective way of ensuring the customer experience remains positive and banking more turnover, as I customer service manager for many years of a 20 million pound store, I understand service both good and bad, my experience so far isn’t great failed promises already, misquoting of consumer rights, unfortunately for Hughes Electrical I refuse to be fobbed off until I receive what I paid for and in fact entitled to! I will update this review as my experience progresses, may I suggest a training session on how Amazon deal with customer issues as a case study for any business that wishes to thrive and indeed survive.

Never had a bad word to say until now, our washing maching rented by Hughes was in use and the glass broke on a cycle. When we went to empty we found it and had water and glass everywhere. Lucky it was in a back room with old flooring with concrete underneath, so after calling them and admittidly they was good and got a new one to be delivered in only two days, but then discovered my daughters clothes had holes in them from where it had continued to go around the cycle. I put in a claim for the receipts I could find but all I get back is a letter saying they believe it was done via a foreign object in the machine or before. I am disgusted because I am no liar and nothing was in the machine but the clothes as normal. I feel it just a normal case of they say anything to get out of paying out. Obviously a manufacturing problem with the glass not being stable as have had it over a year but their responsibilty still. I used to have only good things to say about them but am totally disgusted with the way the head office have been towards this.

Be warned if you ever use them and have to claim.

The buying procress was swift. Socking customer service when something goes wrong. Retailators do not get everything right all the time / it is what they do when things go wrong that makes a huge difference. Best to avoid.

Awful customer service.

Hughes claims to take customer service seriously.

First, when ordering online, the final price kept mysteriously adding on £10 - even their online chat couldn't work out why.

Second - delivery. Hughes staff gave us a delivery date and confirmed it was booked in. The logistics company then called us. We told them we'd had a delivery date confirmed by Hughes. Logistics said nothing booked in.

Contacted Hughes. They told us logistics were wrong and confirmed delivery date.

Another call from logistics. Another call to Hughes who once again confirmed a delivery date and told us to ignore the logistics company.

Took the day off work. Phoned to find where the product was to be told it wasn't scheduled for delivering and never had been!

Wrote a letter of complaint to Hughes.

The reply stated that it was all due to miscommunication at their end and that they had given us the wrong information, but, as we had rearranged delivery and now had the product, they weren't prepared to compensate us for the day's holiday I took in order to be home for a non existent delivery.