Direct GB Home & Garden Reviews 227

Ordered a summer house on finance really pleased with the product and installation looks great in my garden. Arrived on date agreed and the guys fitting it were fantastic many thanks

Fast delivery of home furniture, easy to put up and no hassle, service as it should be, many thanks

Ordered a mercia garden shed. Arrived on time and happy with the quality.

Will be using again

Thanks

Ordered a tv cabinet 26 June, expected delivery 5-7 days, despite several emails & online chats no update on ETA. It’s now 10th July.

Terrible customer service and judging by other reviews I am not alone!

Brought a Shire summerhouse arrived in said time frame and kept up to date all the way through.

Happy with service

i ordered via DirectGB as it was showing a deivery time of 1 -2 weeks. 9 weeks later im still waitinm g for my order. They have never once answered my call and despite emailing them dozens of time they have still not delivered this order

As expected after reading other reveiws. Shocking customer service.

Item ordered on the 12th June. Advised when ordering delivery would be 7-10 days.

Here we are 15 days later. No contact from them at all no confirmation of expected delivery date or anything. Multiple emails to company asking what’s going on with no reply’s.

Several phone calls that ring and ring and ring.. eventually gets through to a voicemail. Voicemails left asking to call back with no response.

Contacted via Facebook messenger and they replied for the first time saying they would look into it as it was the weekend. Here we are Tuesday next week and still heard nothing. Will not use again. Embarrassing

**UPDATE** After chasing multiple times we finally got to speak to someone who told us their supplier had made an error and that they would get the item to us asap. It came soon after but when it arrived it was the wrong item and damaged. We have now spent the past three weeks trying to send this back and get a refund. After several chasers / calls asking for a collection date we took matters into our own hands and called the end supplier directly. We were able to arrange collection date within two days and the item was finally collected over a week ago. The supplier told us they were not aware of any issues and that they had not heard from GB direct. I emailed to confirm collection date with GB direct and have chased since around getting a refund but am yet to hear anything over a week later. Still amazed that customer service can fail so spectacularly and that GB direct continue to advertise an item that is not what it says / is pictured incorrectly on the web site. Will be resorting to recovering our money via the credit card company.

**ORIGINAL **

I spent over £600 with this company around 10 days ago with the promise that tracking info was linked to my shopify account. Well no tracking information has been available, if you call you just get endless hold music, if you use chat message they just don’t respond and if you email you get a message saying they will look into it and then silence. Absolutely ridiculous in this day and age to have such poor service - particularly for an expensive order. I would avoid ordering from this company as they will take your money happily but it’s debatable if and when you will get your items.

In September 2022 I purchased a Mercia 8x6 Overlap Double Door Shed with wooden base shed and which was erected by supplier.
Directly after the shed was installed, it was protected with double coat of Cuprinol.
In less than six months this shed has badly warped. It is extremely poor quality and within a few short months the panels have shrunk, there are two slats that don’t even meet anymore due to such severe shrinkage.
Also the back panel were the wood slats have warped have visible gaps and the wood has split at the ends where they were nailed.
This is an extremely badly made product which cost in the region of £1000 including installation.
I want this shed removed but customer service are continuing to ignore my communication.
The product I purchased is poor shoddy quality and I sure that without replacing a considerable amount of slats it will now leak in water.

Ordered rattan set delivery was quick happy with service thanks

Ordered some furniture on monday and was delivered today. Great service will order again.

I bought a child’s table/chairs arrived broken , customer service has been dreadful broken promises , not replying to my emails , no one calls you back. I wish I’d use Amazon

My daughter loves the bedroom set it perfect for a child…❤️❤️

Bought item and didn’t receive. Rang but no reply. Chased 3 times by email and finally got a reply to say item out of stock and would be sent in 3 weeks. Haven’t received and have chased by email several times but no reply to emails. Now trying to get my money back via PayPal.

Update.. 23/5/23 as soon as I put this review on I was contacted to verify and as soon as I did the company contacted me and the item was then ordered! So basically they didn’t reorder when it came back into stock. I have now received the item and all is well. It’s just a shame it took this to get them to respond to me.

Well wish u had read the reviews first ordered a lazy spa two weeks go by start progressing informed depatched. Tracked using shop showing as unfullfilled multiple messages sent all ignored I called to be told its getting sent tonight by DHL no delivery again chased via messaging ignored multiple request for tracking numbers ignored.then i receive an email telling me the carrier returned package damaged alternative offered on overnight carrier service which i accepted 5 days later no delivery. Further phone call made to be told it will arrive this saturday coming queried the overnight carrier offer this was brushed off .explained i was unhappy with service and stated if it does not arrive this saturday i would cancel expecting immediate refund as this also appears to be a problem for this company. As detailed by other customer reviews. I was promised verbally that tracking no would be provided which this time it was probably due to indicating i would be cancelling if this was not provided and complained about previous requests being ignored again raising the overnight carrier and alternative offer and agreement. Recieved the tracking number and have managed to get to the DHL tracking number from the companies tp number which had been generated but no parcel collected as of yet i will wait until saturday as i have agreed to do before calling again but this time will be to cancel followed by a call to trading stadard. Such a shame that companies feel they can behave like this towards paying customers makes no business sense to me what so ever.i chose this company as they were on the blue light list.there goods looked great and as we are currently remodelling the garden i thought i would give them a go its unfortunate as the remodelling was progressing we had more business for them
Hopefully they honour their agreement and deliver by saturday at which point i will ammend this review to reflect the outcome
Ammendment as previously stated. Recieved a phone call shortly after posting the original review. Told goods were leaving and would arrive by monday. I quickly pointed out that this was yet another push back to the delivery promised on Saturday. Applogies given and as way of making up for the remarkable delays was told that the MD had agreed to include a starter kit which i thought was a decent gesture despite my frustration i accepted that i would wait until monday but no further. Monday came and as promised my lazyspa finally arrived minus the complimetary starter kit you could not make this stuff up but hey i can live with that.not the best shopping experience iv had and will be the last with this company.despite its lateness the goods are decent just unfortunate that the service is beyond poor.
It may be good practice for this company to learn that if they dont have or cant achieve or havent done be honest and dont claim you can or have done it this behaviour that will prevent me from dealing with them again not the actual lateness of the goods themselves which was preventable .crazy way to treat customers in my humble opinion.
Update to previous customer services contacted me to inform that the starter kit was on a seperate consignment.
Additional comment starter kit arrived via a seperate courier as promised
All items now recieved and transaction complete in full

Ordered an item which was finally sent out over a week later. When it did arrive, it was damaged and so was refused from the courier. Rang the seller who kept saying they would look into it. After a week, the courier returned item to them, but no contact was received to advise they had the item back. Had to ring to find out what was happening and ended up demanding a refund as they were unconcerned about the delays that had occurred and didn’t seem at all bothered that I had been inconvenienced. A refund was eventually made to my PayPal account by the slowest means possible, taking well over a week to clear. They are happy to take your money, but drag their heels when it comes to a refund. Really shoddy and indifferent customer service. Will be avoiding this company in future.

UPDATE - Direct GB has contacted me this morning and my refund is now already in my account. It seems someone may have been on holiday who was dealing with my refund and other people in the business were not aware of this situation. It does not excuse the delays and the dishonest emails but I respect them reaching out to make this right so I've amended my review. Hopefully this was just a blip as I can see they otherwise have very good reviews up until recently.

- Beware still waiting for a £50 refund for a cancelled order. Its been a month now and I have been promised it was being processed from the first day it was cancelled, was even told nearly 2 weeks ago that it had been paid and it would show in my account within 3 - 5 working days. I have spoke to my bank who advised that no payment has been made and if it had been made 14 days ago it would have with complete certainty be showing on my account by now.
Initially I thought maybe there was an oversight on this companies part but now they are certainly completely lying.
I was told a different order would arrive a certain date only for it to not arrive, then I was given two potential new dates and I waited in for both days only for it to not arrive. Two days later I have an email from a courier company who had only just taken receipt of the item. This company knew they had not even dispatched the items despite telling me it was coming. Very dishonest

Bought a nest of tables, one of them was damaged, emailed asking for the damaged part to be replaced. That was over a week ago, no reply. Presumably now they have my money, they are not interested. I did email the manufacturer but they said that they had to get the request for a replacement part from the supplier, bit difficult when the supplier won’t engage. Won’t buy from again. Avoid.
Update - 10/05/23 the day following my review becoming live was contacted by supplier to say my email must have been overlooked, and promised to arrange replacement part, that was 3 weeks ago, still waiting, emailed them again and was ignored. Then they contacted Trustpilot to verify my review!

We have ordered from this company twice, and both times delivery has been quick and the items have been as described and well packaged.

Super fast delivery, product as described, will be ordering more soon. Thank you