As others have stated, the experience is fine until there's an issue, then you get fobbed off by customer services, who don't understand the problem. Based on other reviews, many people find Buy It Direct in breach of the Consumer Rights Act 2015. I ordered an oven from them in October 2020. Nine months later, there was an issue, so Hotpoint came out and fixed it. Fast forward another eight months, and there's another issue. They are not interested, tried to fob me off, telling me the warranty had expired and I needed to deal with Hotpoint. I have explained that I am claiming under the Consumer Rights Act 2015 and not the warranty. I get the template your contract is with Hotpoint reply, which shows their customer service team is not trained on consumers' legal rights, which is concerning for an online retailer. I'm sure they'll hope I will give up and go away, but I will be taking this to the small claims court and Trading Standards. Go elsewhere if you want any level of customer service. The cheapest isn't always the best - I am learning that the hard way!