I ordered a bath, a freestanding tap and a basin tap from this company. I received them on the day they said they would deliver, but the bath was damaged. Not only that but the freestanding tap had parts missing and there was no basin tap. I called customer service, who were no help whatsoever, simply telling me to upload a photo. I couldn’t, because you could only upload a photo to your account, and their system didn’t recognise my email address, despite this being the email address they correspond with me. They said that I could upload to WhatsApp and call back in a couple of hours (according to Mary). I uploaded the images, desperate for them to resend the items so that they were here for the plumber. I called back and spoke to Marie, 2.5 hours later, she said, after putting me on hold, that they had not received the WhatsApp images…. Strange, because WhatsApp said they had been delivered. Marie also told me that Mary was lying, and that it will take 24 hours for them to get back as they have a lot of calls about damaged goods…. Probably says a lot about the quality of their goods and their couriers. Shocking customer service, in fact a shocking service. Be mindful that this company trades under several names. Avoid, as it seems that if you want you order intact with all the parts and undamaged, this is not the company for you.
Now I guess I have to wait for an agonising 24 hours for them to tell me that the bath is damaged, the tap is missing parts and there’s no basin tap….. other companies would sort it out quickly, usually within hours and have replacement despatched on the same day. Does Appliance Direct think that we all live at their pace?
It’s 9am the following day and I get a text asking me to confirm the order number and SKU number. As they have all of this information, this appears a weak attempt to delay and torment. I suppose I’ll have to wait a further 24hours for that information to filter through. I noticed that a person from Appliances Direct has copied and pasted their usual rubbish of how sorry they are. Well, if you are truly sorry do something about it…..
Undeliverable, Lesley from Appliances Direct has offered me compensation of £40. So s/he thinks that I want to instal a damaged bath and part of a tap with no spout. Well, I told them I want a replacement. This order was for over £500.
I have called customer service a few times, and I have received a collection of mistruths. They say they will collect and deliver on Monday, and they say that they are only going to collect on Monday. It’s endless torment with this company,
I have reordered the bath and tap and paid a premium to get it delivered tomorrow, so at the moment this experience has cost me over £1000. Hopefully the bath will not be damaged, but if it is I get to leave a trustpilot review on Better Bathrooms, this company’s sister company. Unfortunately they are the only company that does this specific bath. Avoid them at all costs.
This is an extract from the email they have sent me regarding the return
Your return should reach us 7 days days after we’ve collected it.
When your return reaches our warehouse, our engineers will inspect and test it which will take approximately 3 days.
You should hear back from us by 26/02/2026
We will then contact you with a delivery date for your replacement
Today is the 12th February!
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