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Hughes Direct Reviews

1.9 Rating 110 Reviews

20 %

of reviewers recommend Hughes Direct

Company Reviews

1.9

Based on 110 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 55%
Accurate And Undamaged Orders	Greater than 56%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	6 - 12 Hours

Read Hughes Direct Reviews

About Hughes Direct:

Hughes Direct is your number one electrical store for plasma, dvd, mp3, washers and lcd. With 34 Hughes Stores, 8 Apollo stores and 5 regional service centres, we are Amazons largest electrical Affiliate partner! We also have strong relationships with with Play.com and Pixmania.

Phone:

08712 313113

Location:

Hughes Electrical Direct, 259 Felixstowe Road, Ipswich
Suffolk
IP3 9BN

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Hughes Direct 1 star review on 18th February 2022

Hughes Direct 1 star review on 18th February 2022

Hughes Direct 1 star review on 18th February 2022

Hughes Direct 1 star review on 16th July 2020

Hughes Direct 1 star review on 16th July 2020

Anonymous

Anonymous // 01/01/2019

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered a vacuum cleaner, which was simple and easy to do on the website plus a great price. It was delivered exactly on time and the couriers kept me updated with at every stage of the delivery process. Could not have worked out better, would certainly use them again.”

Posted 8 years ago

“Hughes at North Walsham managed by Justin is second to none for service we have spent a considerable amount this year nothing has been to much trouble they deliver on all levels, quality of products offered, price points but most importantly customer service they deserve real recognition for all that they offer and if Justin is not there or busy with another customer be assured you will still get the best avoid the big stores go local !!”

Posted 9 years ago

“Rent my washing machine from hughes. First time it goes wrong they came out couldn't fix it . Under rental agreement they are supposed to bring g a new one within a couple of days. But oh no I have to wait 10 days as apparently no delivery slots. Took a day off work to wait in as they cant commit to a time around my work shift was told will call first thing with a 3 hour delivery window. Mo call came phoned them to be told the store had booked tomorrow instead . Cant get that day off work so now got to wait another week as they wont fit it in around my shifts I have to choose a day i can wait all day. Not good service made me disappointed in hughes. Was pleased i rented from them as supposed to be piece of mind . Not so sure now . Hopefully i wont need to call them out again if i am going to be treated like that”

Posted 3 years ago

“Appliance rental. I've always rented my washing machine from Highes and been happy with the arrangement. Repaired or replaced in the event of breakdowns etc...and Highes always used to promise that your rental rate will never increase. We'll things have changed...now my washing machine gets a year older and more expensive every year! Sure I could change it but it's reliable, and if I change it the price will go up then also. No win for me..win win for Hughes. I've also noticed they have been closing down some local branches..no doubt an exodus of rental customers may have brought that on..seems like there's some new brooms at director level with dynamic new ideas..not the customer focused company they used to be”

Posted 3 months ago

“I filed a return request via Amazon and they didn't get back to me within the 2 days. Having seen such poor reviews abut their damaged goods and no follow ups etc I decided to look for a phone number for them. 03448712131. They arranged a collection date for me. So I'd call them if no joy.”

Posted 3 years ago

“I have VERY MIXED FEELINGS....!!!! On opening my Free-view Recorder I found the Recorder box!! Remote control! & Power supply!! unpacked and the packing dumped in the bottom of the box. The batteries were also already installed in the Remote Control. It was perfectly obvious it was "Used & Secondhand". This was a very upsetting experience for a 85 year old. I immediately contacted Hughes. Customer Service Agent Sarah was extremely helpful, and arranged for my recorder to be exchanged, which was done 2 days later. So its been a distressing & upsetting experience. But it was sorted out in the end. I am being generous by giving a rating of 2 STARS...!!!.”

Posted 4 years ago

“Misleading description of old machine removal service Purchased a new washing machine together with removal of old washing machine, unpacking and installation of new machine. I was then asked to ensure *I* disconnected the old machine myself. Their customer service was like a brick wall. Apparently, their installers are not insured to disconnect the old machine. (Why not?)This should be made clear on the website. I expected the whole thing dealt with, not half of it. I had to shift the machine out of its tight space to disconnect the pipes, precisely what I was trying to avoid. It would have been simple enough for the 2 delivery guys to do this! I chose the delivery day but had no say in the delivery time and was given 7am to 9am. I believe 8am is the earliest civilised time for a delivery. The web delivery progress page would be great, but it was inaccurate. The lorry was still showing several miles away on the map when it parked at my door. And it was still supposed to be on delivery No. 3 when mine started, No. 6. The first star of this review is for an otherwise good ordering process. The second star is for the delivery team, who rang me half an hour ahead of time as stipulated, were nice and cheerful, and did an excellent job of the installation even though the plumbing set up was unusual.”

Posted 4 years ago

“Products are OK and well priced but delivery & installation is painful. I've ordered twice from them in the last year. The first time they wouldn't install my dishwasher as it "wouldn't fit" (I done it in 5 minutes alone and have zero man skills, i was refunded the installation charge but still annoying). The second time they refused to take my old washing machine away as it apparently it wasn't on their paperwork to do so. Now i never got a proper email order confirmation (I couldn't open it for some reason) so because of this and due to my previous experience I'd called customer services to check all was OK with the order prior to delivery and been told all was fine. Now I've got a washing machine in my garden. Worst thing was how i was treated when i phoned to complain, i was spoken to rudely and condescendingly. Fair enough if i'd ticked the wrong box but couldn't this have been pointed out when i phoned to check? Customer lost and i shall tell everyone i know how terrible they are.”

Posted 6 years ago

“The Bosch oven has been sat in my lounge since delivery; on carpet, wrapped in all it's packaging where the courier left it, because I have no kitchen to put it in yet! The package had damaged cardboard on top but no apparent damage to the oven from the little I could see. The courier assured me i didn't have to sign anything as she was taking a photo. I have only just partially unwrapped the oven from its wood, polystyrene and plastic to find that the side metal is severely damaged, you couldn't install it if you wanted to! Clearly damaged prior to delivery. Hughes are now trying to wash their hands of it. Quoted their "Terms" because I didn't inform them within 48 hrs...I think I was sold damaged goods/seconds. They need reminding about Consumer Rights. I hope they sort it out because I have no appetite to go legal, but I will if necessary.”

Posted 6 years ago

“My washing machine of four months broke down ( bra underwire !!! ) Hughes sent out an engineer who looked at the issue. He called his manager and they came back with " Got to take it away , 2 hrs labour £150 ( !! ) plus parts ..total £275. Hotpoint came and looked..." £120..half hour job".Some difference there !!!”

Posted 6 years ago

“I purchased a Panasonic combo microwave from the Martlesham store on 17 May. I was keen to get a good product and the Panasonic was recommended by the salesman. On 18 July it stopped working and I contacted the Martlesham store who said I could either return it to the store or take it directly to the service centre, where they would send it. I took it to the service centre that day. I was informed on 20 July that the appliance was ready to collect and had undergone a manufacturer approved modification. I am disappointed that for an appliance barely two months old with a fault not related to misuse, it was not replaced with a bjrand new one or I was not credited the cost against a different model not prone to this potential problem. I am also disappointed that the onus has been on me to return and collect the goods along with taking responsibility for any damage incurred during this process. There would need to be a very convincing reason to persuade me to shop at Hughes in the future.”

Posted 7 years ago

“Ordered a heater which arrived in a damaged box after the driver working for their mickey mouse courier firm gave me the wrong one. On opening the box the inside packaging had obviously been previously removed and just shoved back in and the heater was badly damaged. At first contact Hughes Direct seemed to take the matter seriously but since then no contact at all and their promise to arrange collection turned out to be lies. Don´t use this company, look around the internet to see plenty of stories like mine. Originally written By Bob Groves - Unbeatable.co.uk”

Posted 12 years ago

“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 (it 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.”

Posted 4 months ago

“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.”

Posted 6 months ago

“Terrible customer service! Rude and obtuse. Surprised they get any custom!”

Posted 7 months ago

“Do not touch this bunch of crooks they supply equipment that has been recalled by the manufacturer they have you sign the agreement , pass a credit check and never deliver the goods there is a chinese woman in the call centre who rings up saying your account is in arrears when it isn't so you tries to steal money”

Posted 1 year ago

“Stay well away from this company, they supplied me with a damaged oven, do not reply to emails unless chased & then think it’s acceptable for a family of 6 to be without an oven for 7-10 days until they can arrange a replacement yet when your buying from their website they over next day delivery on most items!!”

Hughes Direct 1 star review on 18th February 2022

Hughes Direct 1 star review on 18th February 2022

Hughes Direct 1 star review on 18th February 2022

Posted 2 years ago

“Install dangerous equipment Don’t like it when customers inform them something is faulty and it must be the customers fault Their idea of “testing “ is plugging it in ! Avoid like the plague”

Posted 2 years ago

“I purchased an LG smart washer / Dryer which has an electrical manufacturing g fault. They were meant to exchange it for me this morning and when the delivery man came he said that the ‘transit bolts’ where still in the machine. He rang the office and they advised him not to exchange it. I rang LG and they have told me I should be getting an exchange under my 28 day rights, as it IS an electrical manufacturing fault. Tried to contact Hughes and have been fobbed off. LG say that they cover the cost and Hughes are required to give me a new machine. Fuming. Still trying to speak to someone at Hughes but there are no phone lines open at weekends! Absolute joke of a company”

Posted 2 years ago

“Supply dangerous equipment , tv worked for 36 hours and they think customers should pay for goods they can't use They need a crash course in mannners as well”

Posted 2 years ago

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Hughes Direct is rated 1.9 based on 110 reviews