Hughes Direct Reviews

Name: Hughes Direct
Address: Hughes Electrical Direct, 259 Felixstowe Road, Ipswich, Suffolk
Rating: 1.89

1.9 Rating 111 Reviews

20 %

of reviewers recommend Hughes Direct

1.9

Based on 111 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 50%
Accurate And Undamaged Orders	Greater than 56%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	6 - 12 Hours

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

Anonymous

Hughes Direct 1 star review on 16th July 2020

Anonymous

Anonymous // 01/01/2019

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

“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.”

Helpful Report

Posted 5 years ago

“I bought a TV in the Black Friday sale through Hughes Direct for a new flat I had just bought. Due to delays in exchanging contracts on flat, I have only just moved in and when I opened the box, it was the wrong/smaller TV. I have now discovered there are 2 labels on the box, one for me and the TV I ordered, and one for another gentleman who lives 10 mins down the road. When I sent through pictures and spoke to their advisor on the phone, I was told that because it was past the 30 days returns period, they’d washed their hands with it even if it was their error. I understand the 30 day period but when I have sent pictures through (proving the error that was made) and the fact the TV has not been used - meaning no skin off their nose to take it back and send the correct TV - they really ought to do the right thing and exchange it. Note. Their customer service advisor (Mellisa) was arrogant and didn’t even do as much as apologise. Absolute shambles.”

Helpful Report

Posted 5 years ago

“Ordered a new washing machine last week. Booked delivery for Saturday. On Saturday the courier calls to say they haven't received the item from Hughes therefore can't deliver. Hughes "customer service" are closed til Monday! Then no news until I call them on Monday. Again, was fobbed off with a "I'll investigate and call u back". Then nothing until the evening when again I call to be told the washing machine is "missing" and there's nothing they can do till Thursday! I asked for a refund, the man said fine n hung up... What a bunch of amateurs!! First and last experience thank you very much - one to avoid!! Following on from hughes' reply - not good enough!! Especially since I'd already got my old machine removed, ready and in anticipation of the one from Hughes that didn't arrive! No, your live chat was not active that Saturday, therefore that's a lie! Your customer service stinks. YOU losing stock, is YOUR problem, not mine. It's a huge washing machine, not a thimble!! And yes, you did issue a refund n I have gotten my money back, but not before I had to source alternative funds and pay for another machine and express delivery after your shambles!! I don't see u falling over yourself to compensate me for that??! Pathetic!”

Helpful Report

Posted 5 years ago

“Buying from Hughes via Tesco the combination oven had a manufacturing fault. Hughes did not help they said go to Tesco, to to Panasonic for months the oven was not useable they deliver quick at your own expense. The do not comply with GDPR 2018 or DPA 2018 Then said send it to them they arranged collection and said it was damaged and blamed me but I packed it well even with air pillows, bubble wrap very tight they won’t claim against ACP the damage looked like physical damage caused by them parts I sent are missing. The staff are rude and will not even supply tracking for callectio. I lost money obviously fraud by Hughes”

Helpful Report

Posted 5 years ago

“Always fabulous service and always helpful staff who are very knowledgeable.”

Helpful Report

Posted 5 years ago

“Excellent service, would reccomend Hughes Direct”

Helpful Report

Posted 5 years ago

“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 replay 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.”

Helpful Report

Posted 6 years ago

“Went in Sutton Coldfield electrical store. Enquirer about a product. 2 staff stood together. Both laughed. One said she'd never heard of the product and the other said you'd have to be old to remember one of those saying they don't sell in store anymore. She then just walked off. Rude. Felt embarrassed and won't be walking in store again any time soon ...”

Helpful Report

Posted 6 years ago

“Alid at hunstanton branch was fantastic my computer would not accept my tom tom account he spent several hours sorting it for me in between serving customers what a great team in hunstanton thank you, you are the best sheila a very satisfied customer.”

Helpful Report

Posted 6 years ago

“Put at ease as soon as I walked in the shop Staff very knowledgable and helpful with finding the product I needed. Installed effectively and with minimum disruption. Will use again when needed”

Helpful Report

Posted 6 years ago

“Extremely poor customer service. Rude and defensive. Won't accept their mistake and very reluctant to help. Once Hughes gets your money then it's a middle finger for you.”

Helpful Report

Posted 6 years ago

“Would 0 star if I could Hughes Norwich what a joke you had our washing machine 6 wks then came back worse then when took it Now you have had our cooker over a wk and surprise surprise it's came back broke with a different problem after being messed around all day with it being delivered back should have been a morning delivery but got told will not be will be between 12 n 3 than just 12 you phone to rebook delivery because driver said I cancelled it then you finally delivered it and the hobs didn't work then someone called Karl from Hall Rd store phone to say someone will be out Monday and couldn't make him understand couldn't do any day next wk.”

Helpful Report

Posted 6 years ago

“I phone the company for a replacement of my microwave this morning,not even 2 rings and I speak to James,extremely helpful and not even 5min later he makes a appointment to get me a replacement. Thank you James.”

Helpful Report

Posted 6 years ago

“Awful company. Microwave set on fire due to a fault only purchased in December. Sent a rude email claiming it was lack of cleanliness that caused it and insinuated there was no fault and that we could return it to them but we would be charged for postage and a repair so we are best contacting the manufacturer. AVOID AVOID AVOID”

Helpful Report

Posted 6 years ago

“To James and team, many thanks for a swift and efficient service , problem solved with a satisfactory outcome Vince .”

Helpful Report

Posted 6 years ago

“Do not mistake these sellers with 'Hughes'. These are Hughes Direct and I have experienced rude and abrupt customer service and if your product is faulty: 1) pay for a return yourself (illegal) 2) go to the manufacturer (your contract is with the seller not the manufacturer). Go somewhere trustworthy, as Hughes Direct aren't.”

Helpful Report

Posted 6 years ago

“Terrible customer service. Avoid. If your product goes faulty they refuse to help you. Will never buy from them again.”

Helpful Report

Posted 6 years ago

“This company is not to be trusted! I've had to cancel an order of a tumble dryer which has never arrived to me. Their courier Arrow XL claim they never received it and now Hughes won't give me my money back because they claim they still haven't got the machine back. They have shown not a bit of interested in either helping me to get my goods delivered to me or giving me the refund which I'm entitled to. These people are cowboys and should not be allowed to trade”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 years ago

“DO NO USE THIS DISHONEST COMPANY EVER We brought a lap top which went wrong within the guarantee, took it back and was told that despite Hughes selling it we had to contact manufacturers, so we did so and they said we should have taken it to retailer. I said we did and they did not want to know. However I now have to fill a form online ( which I can not as laptop broken) and so will have to go back to Hughes to see if they fulfil their legal obligations. Hughes did not want to know about our faulty product and said it was nothing to do with them”

Helpful Report

Posted 6 years ago

Hughes Direct is rated 1.9 based on 111 reviews