Homesdirect 365Reviews 51

We purchased a bed back in September 2020, with agreed customisations (no footboard), and were told that we would receive it within 12-16 weeks (i. E. by Jan). January comes and goes and still no bed so we emailed them. Apparently our order was not put into the system, so we would now have to wait a further 12-16 weeks. That time also elapsed and we requested a refund, but we were told that our bed was in the process of being hand-carved (seriously?). By this point we were feeling suspicious, but we let them fob us off another couple of months with the "Covid delays" excuse. Most recently, we were told over the phone that we should expect communication from them by the end of July to arrange delivery. It is now mid August and we are going back to them again to demand that refund. I've seen a lot of reviews about things taking a long time or being of poor quality, but I honestly now believe that they aren't even making our bed and will literally never deliver it. That's 500 quid they've had from us for an imaginary product!

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Sue Firth
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Sue Firth
4 reviews
1 star: Bad
2 minutes ago
One star is too generous
One star is too generous. I ordered a bed in March after being promised it would be delivered in April. As the delivery date approached, we got rid of our old bed and bought a new mattress. After the delivery date came and went, with no bed being delivered, I contacted the company and was told the new delivery would now be mid-July. I explained our situation (sleeping on floor) and asked what alternative beds were available. I was just sent a list of codes. I asked for images, and was told to look them up myself on the website. We bought a cheap bed to get us off the floor. In early July I contacted the company again to confirm our new delivery date. I was then told it would be late September (6 months after order placed). I demanded that my complaint was escalated and a lady from customer care called me back. This time more apologetic, she offered £100 compensation and an email to follow with details of alternative beds. That was a week ago. No compensation, no email. I have since asked for full refund. Don't give this company your hard earned cash, give it to another company who will fulfill your order, and treat you with more respect.

AwfulAwful company - too small to be reliable, not honest…
I would urge any NOT to use this company, my experience has been awful, I ordered a matching dressing table, stool and mirror on 7 December 2020. I cancelled my order today 23 June 2021 as they advised that the mirror was still "at sea" which is exactly where is was 3 weeks previously. Each of the items has arrived separately and they wait for it all to arrive so that they can check that wood actually matches. That was not explained to me until after my 3rd phone call, in fact, at no point did they contact me to apologise or explain what was happening, only ever responding to my phone calls/emails. They have told me often that this is not their fault as they get their furniture manufactured in Indonesia and this is out of their hands. Apparently they are also only a small family business and don't have the capacity to provide any kind of customer service. They were however, quick to take a lot of my money and put it in their bank for months. Strange that…. Also, you wont find anything lthat tells you the actual truth on their web page or a warning that you might wait approx 7 months for delivery. This is a small company, all at sea (literally), it would not surprise me all to hear that they go bankrupt as they seem completely unable to manage their company. Don't risk your money, time and anxiety…. Stay well clear….

Worst furniture company ever. Very poor service and quality not what you see on photo. Avoid! 1
Ordered a cabinet, was delivered after 2.5 months with broken and damaged pieces. It's all flat packed and manufactured in Asia with cheap wood. After complain they offered silly compensation for a £700 furniture. Later promised to replace it within 1 month and now after chasing (4th month running), someone placed an order and confirmed would likely to arrive in another 1.5 months. Mar to end July for a rubbish wooden furniture. Please stay away as their service, promise, quality nothing can be trusted. I can send photos should anyone need.

Ordered and paid for the table at the advertised price of £99 including delivery. 2 weeks later I received an e-mail saying they had mispriced the item and wanted another £280 before they would deliver it.
DO NOT use this company they are clearly untrustworthy
Twice they have said they have processed a refund, untrue. Reported them to my credit card company. Companies like this are a blight on society.

Items are from China so delivery takes months. My order arrived damaged and the issue still isn't resolved over a year later. They are a nightmare to deal with, customer service is appalling and they are the rudest people I've ever come across.

I recently purchased an "Oak Finish Dining Chair with Rattan Seat and Chrome Metal Cross Back" from Homes Direct. The picture of the chair on their website shows an oak chair with a black metal cross back. The description says 'chrome' but as the image shows a black material I assumed it was black chrome. The chair that arrived looked nothing like the picture on their website. I received a pine coloured chair with a silver cross back.

When I contacted Homes Direct about this, and showed them the two pictures side by side (added to this review), they stated that the chair I received was a fair representation of the chair on the website and the person I spoke to on the phone said the two pictures I provided were 'exactly the same'. ​

The two pictures could not be more different and it was like speaking to a robot on the phone who could not accept even the slightest bit of responsibility or understanding. It doesn't matter what the name of the product is, they have listed an image on their website of a product which isn't the chair they then provided. The image has clearly been taken from somewhere else.

When I requested a refund I was told I would have to pay £20 for the chair to be collected.

The item is not as described (this definition includes imagery) so there has been a breach of contract and a misrepresentation I am entitled to a refund of the sum I paid to Homes Direct, plus any delivery costs.

It would mean absolutely nothing to Homes Direct to cover the cost of collecting the chair, but it would completely change my experience as a customer. This clearly shows how highly they prioritise good quality customer service, and as a result I will never buy from them again.

A warning to future customers - Be VERY careful when purchasing items from Homes Direct as the pictures are not an accurate representation of the product you will receive (I later found the image they displayed of the chair had come from another website), and you will have to pay for them to collect it from you if you want to return it.

I do not know how this company can operate in the UK. The products they sell do not match the photos or description on their own website. The quality is so bad, bad paint jobs, bits of MDF stuck back on after clearly being broken, items sold as wood only to be received as cheap MDF. The after sales service is basically non existent. If don't just you want to just throw money away avoid using this company.

The fact i am having to give a 1 star rating is appalling as I would not give this company even 1 star.
My goods were delivered 3 weeks ago however I am on crutches disabled so I had to wait for my brother to unpack the furniture, one of the items was nearly 100kg
2 of the items faulty one broken glass not even unpacked out of plastic packaging and one has a defect in the middle of a piece of glass.

So they sent me out defected and damaged goods

These items even in the sale were not cheap and the company today has stated they will not replace them so I have had to contact trading standards and I will have to also refer to the ombudsman.

They say the reason for this is it has taken me 3 weeks to contact them I had already advised I am on crutches so how am I suppose to unpackage 100kg side unit on my own with no hands available to do so as I am on crutches

Absolutely disgusting in there lack of empathy to my situation.
Do not order goods from these sharks as they will send you out damaged and faulty goods and breach your consumer rights by refusing to do anything.

Absolutely horrendous company, order didn't arrive on the day it was suppose to and was given a pathetic excuse of their van breaking down and the new date for delivery was 8 days later.

I called customer service and the lady I spoke to Sarah was so rude, decided to threaten me that if I don't hear her out she would hang up and not proceed with the return as its in her control. Absolutely disgusting manners and she eventually hanged up in my face as I was talking. I called back to which her tone changed and she said they would issue the refund in 10 working days.

They're a scam. The reason for the delay in delivery was because of where I lived, I haven't ever been told that living in London was a reason my order would arrive late.

I advise everyone never to buy anything from this site.

I ordered a French chair from HomesDirect365, and once it arrived, it didn't look the same as it did on their website.

Before ordering the chair, I made sure to check the colourway of the wood and upholstery on five different monitors (since sometimes it makes a difference) - and on all of those the chair looked very neutral toned, perhaps even on the cool side. On the website photo the upholstery looks taupe/natural, while wood looks slightly ashy but in no way white, and even the description reads 'Natural Wooden Colour'.

However, the chair which has arrived was very light and warm in shade. The upholstery has yellow undertones - so I would say the colour is more like bright cream. While the wood is extremely heavily white-washed, which gives a completely different look to the chair, as well as makes it look very inexpensive. Most importantly, wood colour discrepancy means that it absolutely doesn't suit the rest of the decor, in particular the desk for which the chair was bought.

When I contacted the cutomer service, all they could say was this:

"Sorry you are not happy with your item.
You can see clearly the white wash finish on the natural wood on our website.
After looking at the images you have sent it is as it should be, and as these are handmade and can differ.
Unfortunately we would not take this any further."

I paid almost £200 for a chair which doesn't look like it does on their website. And even though the comany suggests that my eyes are not seeing right, everyone in my household can also clearly see the difference from the provided photographs and website screenshots.

I haven't encountered customer service this bad and uncaring for years, so I am quite taken back to be honest.

I would not be recommending this vendor to anyone.

I ordered bed on 23/10 was told it would arrive 10/12, I had to pay in full. End of Jan still no bed. Several calls and emails still couldn't advise when would be in. I requested a full refund and was then kept waiting a week before offer of £50 off instead, said no I want refund, week later another email offering to look at other beds. Really strung out returning my money. Eventually received 10 days later. I would never buy from this company again and would advise others not to.

Item was delivered I am glad I waited. It was my fault for not checking if item was in stock why I waited so long and Covid19 makes it even longer.

I ordered a chest of drawers December 12th it was in stock and no lockdown at this point. Rang up as no delivery estimate. Wont be in till January 27th rang today, won't be in till 19th of February, then a further 19-27 delivery. Paid 500 i upfront... it's a joke

After a wait of nearly 2 months, I was sent a broken dressing table. After a lengthy back and forth, I finally got the company to agree to refund me (my statutory right). After more lengthy back and forth, they agreed to arrange for Fed Ex to pick up the item and then refund me. However, the item came in 2 boxes and they only sent me one label to attach to the box for Fed Ex, therefore, only one box was collected. I am now struggling to get a response for the company to send a second label to get the second box picked up. No sign of a refund. Absolutely absimal quality, customer service and procedure. Absolutely do not recommend and would never use again.

They don't even deserve the 1 Star. Spend £600 on a telephone drinks cabinet which was in the sale down from £1000! This cabinet took 2 months to arrive on inspection it's was a joke, the list is endless really i must have taken 50 photos of damage/paint colour differences so poor. The wine bottle don't even fit in the spaces. China must have different sizes.
Never again will I order from them and people if you want a good product that you have paid for don't order here.