Review Time
Where do I even begin? I strongly advise against purchasing from this company - my experience has been a complete disaster, the most frustrating and complicated transaction I've ever faced. I ordered doors as a partition for our new extension back in July, during a time when construction was in full swing. To summarize, the delivery service mixed up our order and delivered a surfboard instead of the necessary door tracks. Since the doors and tracks arrived separately from different companies, we overlooked the missing tracks. We didn't realize until September that the tracks were not delivered, as we didn't install the doors until October. Despite numerous attempts to contact customer service, we received no assistance. The company dismissed our concerns after the 14-day period to report issues had passed. While I acknowledge we should have checked, the company's refusal to take responsibility was unacceptable. The delivery service didn't provide any proof of delivery, only an electronic document, and the surfboard package had no identifying information. It felt like they just dropped an unknown box at my home and took my tracks elsewhere. The situation dragged on for months, with both the company and the delivery service denying accountability. Frustrated, I decided to purchase a new set of tracks for £750, wishing I could discard the doors due to the terrible experience. Things only got worse when the new tracks arrived: two of the three channels were incorrect, delaying our installation yet again. The company admitted to the packing error, attributing blame to warehouse staff, but they need to ensure better oversight. Eventually, the correct channels arrived, but when my builder examined the doors, he was frustrated that they required cutting to fit the channels and handles. The whole process was ridiculous for the amount we paid. In summary, I would strongly recommend avoiding this company. I invested so much time, energy, and money into this dreadful experience, and I wouldn't want anyone else to endure what I went through. While I expect a response blaming us for not checking, the company should be accountable for ensuring proper delivery. Shifting blame to the customer is not the solution! No amount of excuses or justification will change the fact that the company needs to improve its policies and apply some common sense. Their customer service is terrible, and I urge everyone to steer clear of this company. I am already consulting with my lawyer about pursuing this through small claims court.
This is the second time we've used this service, and unfortunately, both experiences have been identical — slow, unhelpful, and filled with avoidable mistakes. Their delivery proof clearly shows the wrong items, yet they still demand photographic evidence for an item that never arrived. This is an unreasonable request that suggests their processes are aimed at shifting responsibility back onto the customer rather than resolving issues. To make matters worse, they provided latches incompatible with the doors from the same order. This isn't a minor error — it's a fundamental oversight that should have been caught immediately. Consequently, we've faced over £1,000 in extra costs, and despite providing all necessary information, they refuse to accept any responsibility. The experience feels the same each time: once they receive payment, any mistakes or missing items become the customer's problem. There's a complete lack of accountability, assistance, and flexibility in their approach. It's incredibly frustrating and leaves you feeling entirely unsupported. In my view, anyone considering this service should reconsider. There are many other suppliers who genuinely value customer service, take responsibility for errors, and appreciate their customers. Sadly, this company has not demonstrated any of those qualities in our experiences.
Where do I even begin? Avoid this company at all costs - my experience has been dreadful, the most complicated purchase I've ever faced. The doors were intended for a partition in our new extension. This was back in July, during peak construction (with about 6-10 builders daily). To summarize - the delivery service mixed up orders and delivered a surfboard instead of the necessary door tracks. Since the doors and tracks were shipped separately (which should have been clear!), we assumed everything was fine upon seeing the doors. We didn't install them until October, and by September, we realized the tracks were missing. Despite countless calls to customer service, we received no assistance. The 14-day window for addressing issues had passed, and they completely evaded responsibility. I acknowledge we should have checked, but the company's total lack of accountability was unacceptable. The delivery service failed to provide any proof of delivery, only an electronic document stating it was delivered. They dropped an unknown box at my property and took my tracks elsewhere, or perhaps the tracks were never collected from the warehouse. The frustration dragged on for months as I dealt with both the company and the delivery service, neither accepting accountability. Eventually, I chose to buy a new set of tracks for £750. I regretted not discarding the doors due to the terrible experience. It only got worse - when the new tracks arrived, I found two of the three channels were incorrect, delaying installation again. The company admitted the error but blamed the warehouse staff. They should be auditing their team, as the service was clearly lacking. New channels finally arrived, thankfully correct. My builder was frustrated that the doors required cutting to fit the channels and handles. For the price paid, everything should have been pre-installed. Overall, I strongly advise against this company. I wasted so much time, effort, and money on this dreadful experience. I anticipate a response blaming us for not checking, but surely the company should ensure proper deliveries? Shifting blame to the customer isn't right! No excuses can cover the fact that their policies need revising, and a common-sense approach is necessary. Customer service is horrendous, and I would warn everyone to avoid this company. I'm already consulting with a lawyer regarding taking this to small claims court.
If you want to check the quality of your purchase, you must do so before unwrapping it... even though you can't inspect the product or take pictures while it's still covered. Once you unwrap it, you've accepted it as is, and returns are no longer an option. After unwrapping, you’ll notice all the flaws — poor veneer matching, marks, and joins that are only visible after removing the plastic cover. Once a finish is applied, the color discrepancies and poorly matched veneers become even more apparent. By then, it’s too late to change them... My best advice for anyone seeking quality and good after-sales service is to find another door company. I've already reached out to customer support, but received no assistance, just some generic responses that refused to take responsibility while quoting misleading information from their website.
The carpenter was really impressed with the door, which is solid core, so that's a positive. The delivery of the door itself was smooth. Unfortunately, the delivery service used for the door furniture — which is sent separately for some reason — messed everything up. The delivery service provided tracking, allowing me to see in real time as they left my town without delivering the parcel — not once, but twice. I shared my feedback with them, and the parcel arrived a week late after numerous emails. The company should consider changing their delivery partner or, better yet, send the door furniture with the door, which makes more sense.
Fantastic service and assistance with any issues. One representative was especially helpful in resolving a matter. We were kept informed by both the company and delivery service regarding the delivery day and times. We are thrilled with our new doors, and they offer great value as well. Would recommend this company.
Their returns policy is particularly poor. After mistakenly ordering the wrong door, I was informed over the phone that I couldn’t see what 'options' meant unless I selected a door — I randomly highlighted one to understand. I forgot to delete it. I assumed the invoice was for the door we wanted — my mistake. We returned the door with a courier's permission, but we still had tracking sent in separate packages. We opened the parcels to check, but didn't keep the original packaging. I informed them when they offered a refund after the tracking was returned. After spending £20, the tracking was sent back, but then I was told it had to be in the original packaging for resale! Now they have both the door and tracking for a refund and claim the tracking belongs to us, asking, 'so what will you do about it?' It took me a while to realize how the incorrect door was ordered, and while I appreciated their refund offer, I feel this is poor treatment regarding the tracking.
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Direct Doors offer all types of door ordered online. Interior Doors, Exterior Doors, Hardwood Interior Doors, Hardwood Exterior Doors, Bespoke exterior doors, Mahogany Interior Doors,Mahogany Exterior Doors, American Oak Interior Doors, Capital Range Exterior Doors, Capital Range Interior Doors, Interior Door Handles, Exterior Door handles, Interior Pine Doors, Exterior Door fittings, PVC Exterior Doors, Hinges, Fire Doors are all available to order onlineSee more
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