HomesDirect365 lied to me, accused me of lying and offered no care, remorse or compensation for the stress they caused for my elderly parents during the pandemic. They blamed my parents on multiple occasions for the company's own negligence and dishonesty and as a result, I've learnt a few lessons about who to buy from in the future and the importance of always leaving a paper trail! I'll keep this as short as possible. My elderly mum and dad generously ordered me a mirror for my Birthday, last September. They live off of their pensions, so I was very grateful. After two months of waiting for the mirror to be delivered (with zero updates from the company) in November, I decided to ring and cancel the order on my parents' behalf and with their blessing and we agreed we would look for a mirror elsewhere. We were sympathetic of a company during the pandemic, who may be having trouble sourcing stock and keeping up with their customer service. I explained to the lady on the phone that the mirror was taking longer than we would have expected and asked her to please cancel the order. She agreed very easily and it was so quick that I remember asking 'is that everything you need from me?' She said yes and that the order was cancelled and that my parents would receive the money back into their account shortly. Fast forward to late January 2021, imagine my parents' surprise when a delivery man arrives with a mirror at their doorstep. They refused delivery which was met with 'it's not my problem, I can't take it back' and had to accept it. Mum told me, so I rang HomesDirect365 and explained to someone called Laura that there must be a mistake. Laura abruptly told me that there was no record of my cancellation and that if we want to return the mirror, we'll need to pay for a courier. I was stunned. I made a complaint via email, as that was the only option given to me explained the situation and asked that they graciously cover the cost of a courier. I was met by the same brick wall. I wish I could share screenshots here of the emails that went back and fourth between us. There was no offer to investigate further, no apology for holding my parents' money (unknown to us) for four months, without communication or a product to show for it. They actually told me that it was our fault, because my parents 'should have checked their bank statement.' I explained that my parents are elderly, don't have online banking and have been shielding during the pandemic, so as such, they have not visited the bank for a while. Besides, it is not their responsibility to make sure a company is acting ethically. HomesDirect365 finally made the mistake of telling me that it was not company policy to authorise refunds to someone who wasn't the card holder - they then insinuated that I was lying about the initial cancellation because, of course, their staff would NEVER go against this policy. Our back-and-forth came to a head when HomesDirect365 admitted that they had received an email from my mum, back on the date that I cancelled the order, confirming that her daughter had cancelled the order (good old mum, always leaving a paper trail!) As we now know, this email should have raised some red flags because company policy states that refunds cannot be given to those who are not the purchaser of the product. I raised this to HomesDirect365 and asked why, when they received this email, was it not investigated. Funnily enough, they stopped replying to my emails. I sent two chaser emails and finally received a short response which shut the conversation down and ignored my questions about why my mum's email wasn't investigated. I can only assume that lying about cancelling orders is something that HomesDirect365 do regularly, when naive, trusting customers like me ring up to cancel and don't ensure there's a robust paper trail. The reluctance to investigate the issue and blame placed on the customer is something that I have never experienced before with a company, the whole experience was very very weird. I'll sell the mirror for my mum and dad through Ebay/Facebook Marketplace to make sure they get their money back and help them set up internet banking so they don't have to go through this again. Hopefully this review helps stop anyone else experiencing the same thing - shop somewhere reputable, don't risk losing your money to this dodgy retailer.