Name: Charlies Direct
Rating: 2.15

“Not only do you pay for delivery if under £75 you have to phone and pay 3.99 or 5.99 to return...won't be doing that again!!! The size 10 I ordered was tiny and I did not like it on either although it was nice quality.”

Helpful Report

Posted 9 months ago

“I had a perfect experience of buying a hanging egg chair from Charlie’s in Feb 2024. No complaints from me. Charlies contacted me re delivery, did what they said they were going to do and the result was a happy customer. They couldn’t have done anything better and we can’t wait for the better weather to enjoy the chair.”

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Posted 9 months ago

“Some genuine reviews finally! The worst imaginable service and people behind this business. Their motto is that they’re reliable.. hilarious. The way they treat customers is absolutely disgusting. I’m stuck with a product because they didn’t once reply to many emails and were hopeless via WA and phone. Has never heard of this outfit before and now I understand why. Avoid like plague!”

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Posted 1 year ago

“DO NOT BUY FROM THIS COMPANY. July 2022. This company has shocking customer service. it's 11 days and 17 emails later and I still do not have a delivery confirmation to collect a faulty garden furniture sofa set. I can only advise to never buy anything from this company. I wish I had read the other 1 star reviews before I bought. I have given them 24 hours notice before making a chargeback claim on my credit card. Just awful customer service”

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Posted 2 years ago

“Shocking company avoid at all costs”

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Posted 2 years ago

“Will definitely use again Have only bought 2 items from Charlies, both well packaged, with a speedy delivery, & very competitively priced”

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Posted 3 years ago

“Perfect service. A1z Was a little apprehensive after reading such negativity on this particular site. After some studying I realised that most of the reviews were left during the height of a pandemic when couriers couldn’t keep up with demand so not necessarily the retailer’s fault! My parcel arrived in perfect condition and two days before I expected!! Ignore the negative haters who had too much time to whine and Moab whilst stuck sunbathing at home on furlough! Keep it up Charlie’s!!”

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Posted 3 years ago

“purchased an extra large lantern but timer stopped working not long after.sent quite a few emails but received different replies .instead of trying to resolve or send a replacent on sending mine back,i got fobbed off with they would send manufacture email but couldnt give a time on me receiving a reply!! i purchased from charlies so CHARLIES are responsible for any issues .been over a month now n still no response so will be contacting my bank for chargeback.wot buy from here again”

Helpful Report

Posted 3 years ago

“Had a bit of a fiasco with a planter we ordered from Charlies. It arrived with several damaged pieces, so we got in touch with Charlies to ask them for a replacement. Rather than sending a replacement they preferred to get in touch with the manufacturer and request replacement parts to be sent out. We figured this would take longer, but agreed to wait for a week to receive the parts. A week passed and no parts arrived. We called Charlies again to ask for a refund and collection of the damaged planter, and were told no refund could be issued until the item had been collected, but that they would have to ask the supplier to collect and would not collect themselves. Given the lack of response from the supplier, we were not happy with this as we figured it would take too long - we just wanted our money back so we could buy a planter elsewhere. We pushed for Charlies to pick it up themselves and they eventually agreed. On the day they were due to pick it up and issue the refund, inexplicably, a driver arrived with some (but not all) of the replacement parts we needed and refused to take the damaged planter away. More phonecalls ensued and we finally got Charlies to agree to collect both the original damaged item and the additional parts. When the DPD driver arrived, he refused to take the packaging (large sheets of plastic and card which won't fit in our bins) and would only take the planter parts. Instead of taking responsibility for any of this, Charlie's have refused to have the packaging collected and are blaming DPD and the supplier for all of the issues. Terrible customer care - we have spent ages trying to sort this out and now have a pile of rubbish on the front of our property that we will have to take to the tip. They have since replied to our Trustpilot review and their version of event is inaccurate both in terms of what was communicated to us and when, and how long it took them to 'resolve' the issue. They also say the reason the packaging was not collected is because of the state it was in - we've had it for three weeks and it's an outdoor item - not sure what we were expected to do about the rain and the fact we'd had to open the package to get to the item. It wouldn't have fitted in our house. Shockingly unprofessional and incompetent.”

Helpful Report

Posted 3 years ago

“I am leaving 1 star as it is not possible to put 0. The item arrived damaged after a long wait, I spoke to customer service and they advised me to send in pictures of the damage. I sent two emails attaching photographs however both emails bounced back. I even tried to send the pictures from my other email account but apparently this did not arrive either. It took 4 phone calls to customer services for them to eventually tell me that they have a company Whatsapp where I could send the photos. I was offered a tiny discount of £3 to keep the item, so I opted to return it for a refund. Unfortunately collection IS NOT available as it states on their website, and I had to return the damaged item to the post office at my own expense. Terrible experience and I will not be trusting this company again!”

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Posted 3 years ago

“I recently bought (Jan 18th) a squirrel proof bird feeder. Within 12 hours our squirrels had undone the lid and dived in head first! I secured the lid with garden wire, which in a very short time they had bitten through. I have now secured it with heavier duty garden wire, which has lasted 3 days so far, but the original catch on the lid posed absolutely no problem for them at all. (My photo refuses to attach)”

Charlies Direct 2 star review on 10th February 2021

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Posted 3 years ago

“Bought a light up Christmas decoration in November, as you can Maine it did not go up on the mantelpiece until middle of December. The centre light lasted approximately 2 weeks. Asked for a replacement, Customer service have none. Was offered £8.50 refund to start with, I refused, so they upped it to £10 but the decoration cost £50 inc £4.50 postage. They said they would collect it but never did so got fed up so accepted the £10 and hubby will try and put more lights in next year. Would not use them again as they are happy to take your money but heaven help you if you want a refund because the item doesn’t work.”

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Posted 3 years ago

“Hopeless Company. Bought riding boots for my granddaughter in November, the first Christmas gift I had bought this year. They were too small so returned asking for different size to be dispatched. Weeks passed without contact from the Company but just heard that they do not do replacements and have to request refund and reorder. I think this Company is incompetent and should be avoided. Very amateurish and not in keeping with this century. I dare say they will say they are overstretched by Covid. I would say simply useless.”

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Posted 3 years ago

“I ordered a couple of items for Christmas presents. The first delivery states it was delivered yet there’s been no parcel. A week later I am still awaiting for them to do an investigation. They have accused me of lying as the GPS states they were at my address. The second delivery arrived and the items were breakables which arrived in a flimsy cardboard box with no bubble wrap etc. I have been refused a refund of these despite both items being cracked. Absolutely avoid at all costs! Not even worthy of one star.”

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Posted 4 years ago

“Fast delivery! I had a product which arrived damaged, but the customer service team responded quickly and sent out a replacement asap. I would highly recommend especially the after service.”

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Posted 4 years ago

“we bought i wooden gazebo garden it… we bought i wooden gazebo garden it turn up with part broken as you could see it so the delivery driver told us contact them they send part or send new one when we opened i think this flat pack had been in there yard and had part took out and no instruction not enough screw and the peice of wook had large split and lot of dead knots i know know give it good rustic look yes i love wood but true it was bad we contact them and contacted them with no reply for 3 week by this time it sat in the garden as we ask for them if we could return it with nothing then we got random email we sorry what is wrong we told them that we need 2 new side sessions panels and a rear shelf most of the peice where large splits and crack in and lots of dead knows no instruction only a paper saying if you have dead know in wood contact us and we will send you part out to replace them we had to email and email and again i think you can see what happening then out the blue they sent us a random piece of wood that we did not ask for it proberly the one piece we did not need lol we email them lot and lot of time with nothing off them and to be honest the gazabo is made from the cheap wood it not properly stain for the weather we been try to get someone for month now so we start to put it up as we lost our money any way please dont use them they take your money and dont look after you bad company beware i wish i bought one local or just made one my self am no expert but if i nail one together i think it would have been better true me go local shed place or b q as they will help you these wont am surprised there still trading or not change there name to charlie second hand stock”

Charlies Direct 1 star review on 29th July 2020

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Posted 4 years ago

“we bought i wooden gazebo garden it… we bought i wooden gazebo garden it turn up with part broken as you could see it so the delivery driver told us contact them they send part or send new one when we opened i think this flat pack had been in there yard and had part took out and no instruction not enough screw and the peice of wook had large split and lot of dead knots i know know give it good rustic look yes i love wood but true it was bad we contact them and contacted them with no reply for 3 week by this time it sat in the garden as we ask for them if we could return it with nothing then we got random email we sorry what is wrong we told them that we need 2 new side sessions panels and a rear shelf most of the peice where large splits and crack in and lots of dead knows no instruction only a paper saying if you have dead know in wood contact us and we will send you part out to replace them we had to email and email and again i think you can see what happening then out the blue they sent us a random piece of wood that we did not ask for it proberly the one piece we did not need lol we email them lot and lot of time with nothing off them and to be honest the gazabo is made from the cheap wood it not properly stain for the weather we been try to get someone for month now so we start to put it up as we lost our money any way please dont use them they take your money and dont look after you bad company beware i wish i bought one local or just made one my self am no expert but if i nail one together i think it would have been better true me go local shed place or b q as they will help you these wont am surprised there still trading or not change there name to charlie second hand stock”

Helpful Report

Posted 4 years ago

“I have had the most horrendous experience with Charlie’s. They delivered an expensive wooden trough broken and cut so sub-standardly with pieces that did not fit together. My carpenter said he had never seen such a poor quality item. I informed them and after weeks of waiting for replies from different people they offered a silly small refund. This refund has still not reached me and I have had to contact them again. I advise to think before you use this company.”

Helpful Report

Posted 4 years ago

“Do not use this company ever. I bought an electric mower at start of April 20 from these guys as they had the best price. I was told delivery was 3-5 days i was happy with this as i desperately needed to cut my lawn after my old one from argos that lasted 4 years had finally died. Charlies took 3 weeks to deliver incredibly inconvenient. I should of paid an extra tenner and used amazon or any of the other decent companies out there. Unfortunately it does not stop there. My first use of it was ok to begin with then after 10 minutes of use it just stopped working it was making noise but nothing else so I sent an email including email receipt confirmation of order and explained what happened and I got no response whatsoever and now emailed numerous times still No response and cant get through to speak to anyone. I have never been totally ignored by a company before and never experienced such BAD Customer service. I am so disgusted this is my first review i have ever wrote about anything, never felt any need to till i stumbled across Charlies. Sure wish I hadnt they are clearly bandits and dont care about quality of product or customer service . Steer clear Not worth it all they have done is waste my money and give me an incredible amount stress. I hope they go bust although thats probably the plan and then they can also rip off a loud of suppliers as well.”

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Posted 4 years ago

“What a shambles. Ordered and paid for a hedge trimmer£220 9/5/2020. Still have no hedge trimmer, no refund, they arnt answering their phones and wont reply to emails. Stay well clear. oh but they are still taking online orders.”

Helpful Report

Posted 4 years ago

Charlies Direct Reviews