Laptops Direct Enterprise Reviews 49

I bought a dashcam from Laptops Direct that is incapable of doing what it should, i.e. reading a number plate in motion!

Can I get them to RMA it - not a chance. They just argue and argue. It's taken me weeks to get to this stage and still they won't refund it. Every time you call or e-note them, you get a different rep who just repeats what the last one did - useless and time-wasting.

STAY AWAY !!!

Very focused on sales - after they've taken your money you're on your own. Ordered a laptop 11 days ago, paid for quick delivery. Guess what - we're still waiting.
Customer Service not open at the weekend when most people who would order laptops would be able to call. In desperation we called the Sales number and they were beyond unhelpful - a real 'couldn't care less' attitude. And the delivery tracking number doesn't work so you can't even investigate anything online. Won't be buying from them again.

In short: Ordered a laptop on first use ‘D’ button popped off. Asked for money back they refused and said it was damaged. Sent it back and they charged a restocking charge of £30. Sales team very helpful but don’t be fooled, if anything goes wrong you are to blame. Customer Services rude and condescending. I have brought loads of white goods for my holiday cottages off this company will never again. Wrote to MD but just got a standard letter back. Never felt motivated to do a review before but this was such bad service felt I had to.

Laptop arrived without activation key for Office suite which was paid for. After 5 days of phoning for help and everyone promising to get back to me no-one did. Excuse was that they had to find out from the warehouse who packed it and where they packed it. Could not do any work at all and lack of service cost me significantly more than the laptop. Thus far no satisfaction. Would never deal with this outfit again. They should not be let loose on the public. If you need a laptop, buy one from someone else! The only thing that was right was the laptop and they didn't make it. Also it wasn't set up for our country and after 2.5 hours on the software support company they couldn't even set the time. What they could do was load an antivirus programme onto my computer without my permission which clashed with the Windows programme and made it virtually unusable. Could not have been worse and the saga continues.

I purchased an HP laptop. It arrived promptly.
I did not like either the laptop or the OS (Windows 8).
I wanted to take advantage of their returns policy as described on their website. The laptop was returned immediately, and then the nightmare began. They refund was subject to a "restocking" charge of £35.00. They phoned up and said the laptop had to be reset to factory condition, as it has an account on it. I said all I had done was switch it on, and hadn't set up any account. Anyway, they would not budge, so I accepted the "restocking" charge.
Trying to get all my money back was an absolute nightmare. I was dealt with by a different person every time I asked why I had not had a full refund less the £35. No one ever bothered to read my emails telling them what I wanted back.
Got my refund, less the £35 "restocking" charge over a period of six days in three separate payments. No explanation, no apology.
Will never use them again, and recommend no one else does.
The good news is I have found a supplier who will custom build a laptop, and who actually know what customer service means. Keeps you up to date. They are pcspecialist, and I am using them in the future for all my requirement, and will never touch them again.

I figure its better to just copy my ticket portal so everyone can read what actually happens in this company

Here are my sales order tickets - i made sure that we paid for saturday delivery... that was 6 days ago...

tuesday no delivery i asked for an update, told weds.

Weds no delivery- told at 12.00 they would call me back

Thursday i call to be told it was delivered to my address and signed for a KARRIM? on wednesday at 10.45AM (1.15mins before i called for an update) . We are a shop with high security - we dont have a karrim on the books. Then im told that i have to send a statement of non delivery and that i must now wait 24 hours for an investigation.

Day 7 is tomorrow, it is unlikely i will receive my order

From:
Subject: Sales Order xxxx - Late Delivery
what has happened? i needed this package on saturday as i had an IT guy coming in to set everything up. now its going to be tomorrow? will it be before 12.00 as i cant really push this guy back for a 3rd day
inOrOut Sent 06/05/2014 15:07 Display message
From: Laptops Direct
Subject: Sales Order xxxx - Late Delivery
Dear

We are sorry, but due to unforeseen circumstances your goods have not been despatched for delivery today. The goods are now being processed for despatch and will be sent for delivery tomorrow. Please continue to monitor your emails for tracking details.

Please accept our apologies for the delay.

Kind Regards
Customer Services Team
Limit messages shown
inOrOut Sent 06/05/2014 11:01 Display message
From:
Subject: Sales Order xxxx - Late Delivery
is there any update on this!? will i get this today?
inOrOut Sent 04/05/2014 15:40 Display message
From: Laptops Direct
Subject: Sales Order xxxx - Late Delivery
Good afternoon,
Thank you for your response.
Please accept my deepest apologies for this. I have contacted our distributors and asked them to advise on this, and will update you as soon as I receive a response.
Kind Regards
inOrOut Sent 04/05/2014 14:29 Display message
From:
Subject: Sales Order xxxx - Late Delivery
no i didnt receive it at all...i paid for saturday delivery as well..

inOrOut Sent 04/05/2014 13:41 Display message
From: Laptops Direct
Subject: Sales Order xxxx - Late Delivery
Good afternoon,
Thank you for your emessage.
Our delivery time frame is an all day appointment until 6pm - could you advise if the item was delivered after this message was sent to us?
Kind Regards
inOrOut Sent 03/05/2014 16:44 Display message
From: Subject: Sales Order 34461324 - Late Delivery
where is my parcel- i paid for sat delivery, the tracking link is in active?


HERE is the separate SUPPORT ticket
08/05/2014 5:37:52 PM Wrote:
Dear

Thank you for your e-message.

We have passed your details to our Customer Service Technicians who will aim to contact you either by e-mail or telephone within 24 hours.

If there is anything else we can help you within in the meantime, please do not hesitate to contact us.

Kind Regards,

Customer Services Team


08/05/2014 1:19:51 PM Wrote:
I confirm that the goods ordered from Laptops Direct Ltd on the 2.5.14 have not been received. I have checked with other members of this organisation or shared properties/building to confirm if they have signed for this package on my behalf.

Absolutely shocked by their returns period. You literally have 7 days. I was on 8 and they wouldn't even blink in saying "no returns possible".

I have fixed comps for others for a long time run four IT suites and worked twice for blue chip companies as an analyst. Bully for you you may say. The point I'm making is I know my hardware and my software. Mainly desktops not lappies but by GOD what a disgrace this laptop was. I got it from Laptops direct in January for my birthday in Feb. It looked amazing beautiful model Packard Bell easynote Ruby red shiny lid, white keyboard etc. Nice I thought. I put it on and for three days it did updates. I got in occasionally to try and stop it and change settings but first time on 7 so was a bit ooh am I doing the right thing. I kid you not. I looked in the recycle bin and there was 946 things in there. Instead of doing a fresh install of windows 7 they'd just basically dumped it in there all the info off a previous owner who by the way was something to do with the NHS. So I read their letter they'd sent with it, all friendly like Got a question drop us a line. HA! I got in touch about the updates and the irresponsible nonsense with the bin. I was ignored completely when I eventually got a message back it said basically sod off we don't do software blah blah. SO I said what are you saying even though it's under warranty and a TI your top grade I can't return it. Ignored again. I was stunned it was 3 days old. I then went on at them for ages. Then I did my research and was greeted with endless messages from people who had returned theirs and were still waiting weeks or months later. So I decided not to send it back even if I could get a reply about some help. I threatened them with facebook etc. as my daughter and her mates have 1000s of contacts.
February. Notice the speakers don't work properly. You have to smack it gently or turn it upside down to get ONE to work
March Endless problems with software, noticed how slow everything was considering 4 G of memory Amd athalon decent processor etc. Had loads of problems putting on my MS office 2003 as there was a trial version on the comp for 2007 and so on. The pad wouldn't work properly I had to use a mouse. Downloaded a new driver did all sorts, and still no improvement.
April and May
Keyboard ceased to work, got new keyboard still didn't work. Took it too pieces following a tutorial from web and still no better. So now I had to plug in an external keyboard to use it. What fun.
June July August
Various parts die. The screen is awful it has a loose connection and now keys have come off the keyboard altogether. So now I have a red horrible screen all the colours are wrong. If I balance it I can just about get it to work. IT had taken to screaming an alarm when I switch it on. I had to try about six times to get it to come on doing disk checks and so on. The battery is now dead so it has to be plugged in.
September final straw I am trying to still use it and it sucks. IT won't work properly it has the alarm going until it starts it does disk checks and so on before it will do anything so in a fit of temper I take it to pieces again. And this time I split it up as it was worth more like that. I part exchanged the screen, the memory motherboard etc. for money off a 2nd hand HP basic laptop and it's great. I got it for 90 quid. Opposed to the 219 I paid for the one off laptops Direct. I have got a three month warranty and when I had a problem with the adapter I went back to the shop and he gave me a new one. Good customer service. Wish I'd have gone there in the first place a little shop not far from where I live.
The horrible thing about this is I have built comps for friends, and put on xp etc. and they are still all working, and working well. I mended a big old server in a previous job and it's still going years later. All my mates comps are working okay and all I do is upgrade them now and again with a new OS and some more memory. Do lots and try everything I can, and I would be mortified if something I built or sold was as bad as this has been. The best part of the computer was it had a purty mouth. Just joking it was pretty that's about it. Oh and the one I bought about 5 years ago is still limping along and is okay on the net. XP pro rules and they're getting rid of it next year no support. How cruel. Vista being so rubbish there are no alternatives. Windows 7 is okay and 8 is made for tablets not for desktops no matter what they say. Flash backs to the horrible ME (muppets Edition) Anyway I think this company has gotten so big it refuses to help I paid them my money and had nothing but bad luck with that computer. If it had had a clean install and they had given a crap it may be a different story but if a relatively new one and top grade is as bad as that God help the budget models. You owe me 219 quid for a computer that I spent most of the time I had it fixing it.
Shame on you Laptops direct shame on you. The UKs largest laptop specialist. Maybe you are but I'd rather have had an ugly computer that worked and a business that listened to me when I had a problem. The Packard bell easy note has gone to meet it's maker, it has shuffled off this mortal coil, it is NO MORE.............
Suzy

If you don't like a laptop and want to return it, they will charge you £50 etc for setting it back to so called factory setting. I had done this step myself by the do it anyway. I guess the do this with every laptop returned just to make money. I was very disappointed with them. Also when you place an order they send an email out soliciting for other products like recovery disc etc but at that point they won't tell you that all these services are non-refundable and thus charge you for them as well.