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.