Appliances Direct Reviews

Name: Appliances Direct
Address: -, - -, Derbyshire
Rating: 4.20

4.2 Rating 6,105 Reviews

80 %

of reviewers recommend Appliances Direct

4.2

Based on 6,105 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.8 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Appliances Direct:

Appliances Direct offers a wide selection of over 6000 kitchen appliances including Range Cookers, Dishwashers, Washing Machines, Ovens and Hobs, all at highly discounted prices at Appliances Direct. We offer UK wide delivery, and an unrivaled level of customer service.Appliances Direct is the new name for Trade Appliances, the latest addition to The Easycom Group, parent company of Laptops Direct, Servers Direct and Direct TVs. As one of the fastest growing online retailers in the UK, Easycom’s brand sites are well known as specialists in their chosen fields.

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Appliances Direct 3 star review on 30th April 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely abysmal. Still no delivery and no refund. Ordered a fridge/freezer on Sat 14th with a delivery date of Monday 16th. Received a mail on Sun 15th that the warehouse had a problem dispatching the order. On Monday 16th I had a mail stating that I had ordered a large fridge freezer (which wasn't going to be delivered that day) and they would only provide doorstep delivery. I then had a further communication with them stating that delivery would be on Saturday (21st) and would incur a further charge for premium delivery. I received an email on Fri (20th) stating that the order had been dispatched. Saturday came and the couriers turned up with the wrong colour fridge. I refused delivery. I then contacted Appliances Direct and they stated that the item has been replaced with the correct colour and will be delivered on Monday 23rd Oct. On Sunday 22nd I received a mail stating that the goods have been dispatched. On Monday lunchtime I received a voicemail from ArrowXL (their couriers) stating that the order is not in the correct depot so will be unable to be fulfilled. I then called Appliances Direct and they stated they would make contact with Arrow to find out what had happened. Apparently they had 28 in stock but could not locate one! - poor logistics! I had not heard anything so today (24th Oct) called Appliances Direct to cancel the order - enough is enough. They then stated they could not provide a refund until they know what has happened to the stock item, despite me not having even seen it apart from on a web page! They have to get in touch with their couriers and this could take up to 36 hours. Current status is that I have no fridge, Appliances Direct have my money and are unwilling to refund despite them knowing I haven't received the item. I have wasted two days of my time waiting for this amateurish outfit. To be honest, this is a shambles of a company, not focused on the customer or customer experience in the slightest. Pay an extra tenner for peace of mind and better service elsewhere. Absolutely abysmal. Order number: 36602905 I have spoken with the ArrowXL on Tue 24/10 who have stated that the order is appearing as cancelled on their system and this was cancelled by Appliances Direct. Called back on Wed 25/10 as have had no call from Appliances Direct. Had to wait 15 minutes for someone to answer the phone before reciting the story again. He stated that hey have processes that they have to follow so I offered that the process should be that I choose an item, pay for it and they deliver it. He then went and checked the situation, came back to me and gave me a reference number and stated that I need to speak to the Appliances department to progress this. He transferred me for another 5 minute wait. I was then answered by a very helpful Scarlett who verified the information and hit the button for the refund (1-3 working days). I hope that this is the end to this sorry saga.”

Helpful Report

Posted 7 years ago

“Utter rubbish. Item broken on arrival so offered £20 to fix it ourselves, should have realised the issues then and just returned it but no, stupidly we didn't. Item doesn't work and now waiting 6 days for a collection (we work so can't be around 24/7 for collection) which will take an additional 3 - 5 days to be received back at their warehouse and if that isn't bad enough, it's yet another 2 - 4 days for testing before they will arrange a replacement item to be sent out! So, I paid £19.99 for next day delivery on a Saturday and will have to wait 21 days before they can confirm it's broken and issue a new one!!!!! Topping it all off, I have received an e-mail to confirm the item has been received back in their warehouse before they have even collected it!!!! AVOID LIKE THE PLAGUE unless of course you enjoy hanging around on the phone for 20 minutes per call (you don't get an 03 number to call until you have purchased an item), waiting weeks if you have to return or enjoy purchasing defective items!”

Helpful Report

Posted 7 years ago

“All good for selling cheap appliances, but wanted to cal to ask for a copy of a install manual for download, after several diverts though a telephone tree ended up listening to elevator music for twenty minutes at 13p per minute. Terrible after sales, eventually dropped the call out of exasperation. Well done guys scammed me for £2.60 but loose me as a customer forever...”

Helpful Report

Posted 7 years ago

“Terrible customer service, staff just fobs you off and doesn't really know what they are talking about! stay away at all cost!!! not worth the hassle...”

Helpful Report

Posted 7 years ago

“terrible customer service!!! beware!!!”

Helpful Report

Posted 7 years ago

“everely disgusted at this company. Order a Integrated Freezer which arrived on time. On a visual it looked as new and I signed for it. When I went to install it, I noticed that the housing of the motors had cracked and was disconnected from the main freezer department. This couldn't be seen on a visual and only when you come to move it, it is evident. It looked as if it had been dropped from where the cracks were. Within 50 mins of delivery I called to tell them and they refused to resolve the matter saying that I had signed for it and accepted it already. I had to call Hotpoint directly to get this resolved, but even they were disgusted by how they had handled this. Used these many times in the past, but never again. A* to Hotpoint though who recorded my complaint against them. 36590110 - updated. Hotpoint resolved it although Im without a freezer now.”

Helpful Report

Posted 7 years ago

“Ordered an air con system at nearly £1000, had to return the system, the item was delivered back to Appliance direct with a proof of signature and details. Appliance direct have not made the refund as they cannot find the 1m square pallet. Their customer service is shocking, as they do not return calls, situation is still ongoing.”

Helpful Report

Posted 7 years ago

“Ordered a fridge freezer and a washing machine, the evening before delivery I was told that the warehouse couldnt find my fridge freezer. The customer sales represenative offered me an alternative for delivery the following day. This never materialised, they also said that they would match the price of the appliance that had been ordered but lost? However my new appliance never arrived when I called them they said they would not match the price and I would have to pay another delivery cost? I asked for the manager but apparently he wasnt there and the person I dealt with originally was on another call, I asked for her and then suddenly she had gone to lunch. He then put the phone down on me! Go to a reputable company as these are advertising appliances at a good price but they dont appear to actually have them in stock.”

Helpful Report

Posted 7 years ago

“I ordered all the appliances for my new kitchen.. or so I thought. I needed an integrated oven,microwave, larder fridge/freezer, induction hob and dishwasher (all integrated). On delivery the delivery drivers were ok, but insisted on removing all packaging and inspecting the product. I specifically asked them not to remove any of the packaging as my kitchen fitter was not arriving for another2 weeks. They explained 'It was more than thier job was worth and if there were any issues it would come out of thier wages' I reluctantly accepted this as I knew the appliances wouldn't come to any harm as they were safely stored in my large double garage. Roll forward 10 days . Kitchen fitter checks appliances. Everything fine apart from larder fridge and larder freezer. They had sent me freestanding and not integrated? So I ring them. Very nice call handler,explained issue. She checked website. She said if I send both items back within the 14 day time frame (was still within it). I asked if she would send lorry to collect? Reasonable request as it wasn't my error. No. Unfortunately, they can't make any recommendations,however other customers had used Uship and Parcel2go. I finish the call, get straight onto aforementioned shipping companies. So if anyone has to go through this debacle e, you have to specify height weight width, how many people it will take to move erg. Then you put it out for bidding. After 2 days nothing. So I researched and found another company. I paid £300 to have 2 men transport 2 large larder fridge and freezer the following day. 3 days later 1 man arrived. No trolley,hadn't been told size, weight of items. Fortunately for us, the kitchen had also been delivered. This allowed us to be able to safely and securely triple package both fridge and freezer. Including using polystyrene on corners and brown heavy duty parking tape 3 layers of cardboard. I took pictures of the appliances before and after packaging. Imagine my absolute fury when I receive an email stating Appliances Direct will NOT be refunding me ANY money due to the items being damaged??? They helpfully suggested I contact the shipping carrier to persue a claim or I could arrange to have said items collected? Or they would arrange disposal? I am beyond furious and my current loss is £1300, I would urge anyone to seriously consider using Appliances direct .”

Helpful Report

Posted 7 years ago

“Absolutely terrible company!! I ordered a television yesterday (Friday) to be delivered today (Saturday) I paid £19.95 for this to be delivered today, it hasn't turned up, I called them and have requested a refund and they have said they cannot sort anything until Monday, terrible company! I just hope I get my full refund back and I will go elsewhere!”

Helpful Report

Posted 7 years ago

“Horrified !! Customer services & communication all a pile of .... take mine and other reviewers advice. DON'T use them! They don't care when you ask them for anything unless there is a price involved. Horrified,Horrified, Horrified”

Helpful Report

Posted 7 years ago

“We should have paid more attention the other reviews - if you deal with jokers expect to be tricked. Be very careful to note the wording on the delivery terms ! They've charged us £59 for a 'failed delivery' but they didn't even try to get it in the house. On the actual delivery day the very first thing the delivery driver said was 'you know this is doorstep only don't you' which isn't quite the wording on the website. The website states that with American Fridges if it doesn't fit then they will leave it outside - crucial word is 'if'. Our driver didn't even have a tape measure, let alone use one, and wouldn't take it down the side the house because it 'required lifting' which is against their delivery policy. He 'knew' it wouldn't fit through the door and wouldn't allow me to measure the box to verify. Despite our protests they are adamant that it is our fault he didn't try and are insistent on the charge. We gave up with them and ordered from ao.com who matched the price and delivered 48 hours later - with a tape measure and through the front door, still in the box!”

Helpful Report

Posted 7 years ago

“Customer services, communication.”

Helpful Report

Posted 7 years ago

“stay totally away from them if you care for your money. Paid £12 extra for next day delivery. They could not deliver on the day because (they said) a small error in the address. They told me know you have to wait 5 days or more before you see your stuff. 5 days?!? I paid extra for next day delivery why cannot deliver following day if a small error in the address... I complained i wanted my money back to reorder from another company. They nicked me £59 with the funny excuse that the order was cancelled. They eventually after getting £59 I get an email telling me that I can re-order now and careful to the address... This is ridiculous a re-delivery should not take 5 days or more watch out for your money with these people”

Helpful Report

Posted 7 years ago

“They didn't make me happy - far from it”

Helpful Report

Posted 7 years ago

“Item dimensions stated incorrectly on their site so the item was not suitable. The Customer Service Department is always very difficult to reach and you will spend a considerable amount of time in a queue. When you finally speak to someone the answer is always 'it is not our fault'. They will charge an exorbitant fee to return the item (£149 - over four times the delivery charge) which is perhaps to deter returns. I am out of pocket for the originally delivery fee and return fee and I am still waiting to be refunded for the item. Avoid at all costs. They are not worth the time, hassle, stress and expense.”

Helpful Report

Posted 7 years ago

“Shocking customer service. Ordered washing machine and dryer. Next day delivery didn't come, day after delivery didn't come. Paid for installation, but put down uplift of old machine by mistake. Called them twice, each time they said they amended it. When machine came 5 days later, they wouldn't plumb it in as it was down as uplift! Called company who couldn't have cared less. No manager available and nothing they can do to help! Had to send delivery guys away with machines. Left on hold for over 15 mins at 13p per min when useless adviser got tired of dealing with me and said she'd transfer me but didn't. My advise is never to use them!!”

Helpful Report

Posted 7 years ago

“appliances direct, to avoid at ALL cost! The 2 girls working today on saturday hung up on me, and they lie.. I cancelled my order..The delivery came earlier than the scheduled time.. and I just missed delivery.. I cancelled that day after they told me they couldn't call on my mobile number as the number was out of service (?)which there is nothing wrong with my number! READ THE REVIEWS AND AVOID USING THIS COMPANY... THE CUSTOMER SERVICE IS ZERO/ AND THEY LIE..”

Helpful Report

Posted 7 years ago

“Without doubt the most incompetently run company I've ever had the misfortune of dealing with. The company is run like a scam with zero communication with its clients when orders are wrong. I was sent the wrong item and told the item I had ordered wasn't in stock. They arranged collection of the wrong item but withheld my refund because the item hadn't been returned. The return is out of my hands and with their prearranged and preferred supplier. Avoid this company at all costs. Returns number: 77408822”

Helpful Report

Posted 7 years ago

“The customer service at this company is terrible. If the order has a problem - the customer service ladies do not have any sympathy at all. In fact they are quite rude and I ended up losing my temper with them to be honest when they advised me that although the item sent was not as described - we would have to pay for the return of the item - and did this in a shitty manner in my opinion!!!!! I had to make a few calls to them and at one point when I finally got through - they hung up! We were then asked for photographs of the item we ordered??? Then despite my giving them the serial number over the telephone - they wanted a photograph of the serial number??? Delaying tactics and in the and we have kept the item although its not right and will simply not use them again. Additionally, the delivery did not arrive on the day we were told (wasted day off work) and they took our old fridge freezer and left us with the one that was not correct - so we were left with defrosting food and they could not give a damn. Awful, awful service. The risk with this business is that when things go ok - no problems - but its when things go wrong and the manner of the customer service ladies - that the unprofessional aspect of this business shows. To be told to stop interupting etc... when trying to resolve a problem is furiating to say the least. Not recommended. - avoid.”

Helpful Report

Posted 7 years ago

Appliances Direct is rated 4.2 based on 6,105 reviews