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.