Bhsdirect 

I ordered a vacuum cleaner from this company, received the confirmation email and took the day off work to wait for delivery. By the time it got to 3pm I thought I would use the 'track order' function on my confirmation email. It was then that I found out that there were none in stock and no delivery was planned! It would have been nice if someone could have told me, but that was obviously beyond their capabilities, which don't appear to go beyond advertising products they don't have and taking my money.
I wonder how long it'll take to get a refund? Probably months!
If only I'd checked this site before I placed an order I wouldn't have bothered. I certainly won't be stupid enough to do it again!

Avoid like the plague, total waste of time!!

Before I get started - Note to the BHS Direct customer services director: If you would like to give me a call, I'd be delighted to speak with you to talk about my experience. That's after you ring a premium rate number I will set up for your benefit, get you to call 5 times, and of course I'll reciprocate your fabulous service with cutting you off after you are left hanging on the phone 10 minutes a time. Oh, and please do remember to call me on a Saturday. I'd love to waste your valuable Saturday morning, just like you have mine! I have to concur with all the other reviews below. DO NOT TOUCH WITH A BARGE POLE unless you want to end up in hospital with high blood pressure!!!! I purchased from BHS as I thought they would have some brand values that I could rely on. Amongst the £4k kitchen appliance order we placed, we purchased a microwave that was supposed to match a double oven which it doesn't - AFTER HAVING SPOKEN TO A SALES ADVISOR AND BEING TOLD WHICH ITEM TO PURCHASE! - and - lucky us - a faulty larder fridge. To organise the replacements I had to call the premium rate number 4 times, wait around 10 minutes each time, and kept getting cut off. When I complained I was told someone would call me back straight away in the kitchen appliance section as there were 2 customer advisors not on calls. I waited and waited. I had to ring in again. (They said they had called me back. I had to ring my own telephone to check it was working. It worked. They had never tried to call). Jackie in customer services told me there was no record of me speaking to a sales advisor, so I now have to return the microwave at my own expense!!! The CDA larder fridge we purchased is supposed to have a reversible door. The screws you need to remove to change the door opening just spin round - every single one of them. The unsympathetic and unhelpful BHS Direct customer services department said they will have to send out an engineer - which could be in a couple of days or a couple of weeks, the engineer will then fill out a report to confirm what we told them and then they will arrange a replacement. What am I supposed to do with the storage of my food in the meantime?! WHAT SORT OF A SHAMEFUL CUSTOMER SERVICE EXPERIENCE IS THIS. PLEASE, PLEASE, avoid this company. Look at the other poor reviews. YOU HAVE BEEN WARNED.

After purchasing a DGM tablet (£139.00) back in August 2013 i found it developed a fault in the headphone jack socket, so i sent it back to BHS as per their returns process at £11.00 specail delivery and waited for their response that should have taken 48 hours. After waiting for 4 days and no contact i decided to call them “customer services “, to be told that someone would call me back. No one called after 5 attempts i finally spoke to someone who informed me that they would not repair or replace the unit as they have come to their decision that i have damaged the headphone jack. There is no damage to the unit at all but they have come to the conclusion via their own findings and would not repair it. So i have a £139.00 tablet that is not fully working. I would never purchase anything more from BHS or recommend them again and their “Customer service department “is the worst i have ever come across. I am currently seeking advice.

They had an all in one pc at a very good price . I ordered on a Saturday for Friday delivery ( for my sons birthday) I had problems getting them to take payment( a problem with their system) although they told me repeatedly it was my bank. Several calls to various departments in the bank and no one had any idea what their problem was. They asked for a daytime contact number yet called me repeatedly on my mobile which I can't answer at work. I was hung up on by an advisor. Finally I spoke to someone who I though had resolved my issue. She processed the payment. ( on the Friday) and arranged delivery for the next day ( a day late).. On the Saturday I check on line and the pc hadn't been dispatched. I contact them only to be told they are out of stock and waiting to find out when they will get more. No call to tell me it wasn't being delivered. Disgusting customer service. I asked for a number for the complaints department . They don't have one ! I have had no empathy from this company. I used them thinking they were a reputable company. Service has been appalling.i still have no delivery date. I would happily pay extra for good customer service. DONT USE THEM!

I ordered a laptop from this company because I wanted a particular model with NVIDIA graphics. I had read the poor reviews on this website, but the other sites that had this model were a lot more expensive so I thought I'd give them a go.

My order was delivered on time, just in it's box. I unwrapped it, booted it up and checked system info for the specs. No mention of NVIDIA graphics, just the stock onboard intel ones. So I logged onto the NVIDIA website, no card detected. Then I downloaded a piece of software to detect and benchmark graphics cards, no NVIDIA graphics detected.

Just to make sure that I wasn't missing something I e-mailed customer service to ask if they knew a way to confirm if I had the correct model. I got a stock response saying to return it, ie no actual effort to answer the query. It took multiple further messages to get a returns number. Some messages were 'lost', as was the returns form I filled out.

Eventually I got a returns number. I suggest to anyone to read their terms and conditions before ordering. They state that they will 'deduct' a significant sum of money if the laptop is not restored to factory state or if you mark the box (even though it only came in the box and they put shipping labels on it) or multiple various other things, which I'm not entirely sure are in line with distance selling regulations. I haven't seen such a list of criteria to be met simply to get a refund in years.

When they received it they tried to send a replacement, despite the fact I asked for a refund and still haven't confirmed if I was sent the wrong product and whether it will be a full refund including postage despite agreeing to do this.

8 working days after they said they would issue the refund it hadn't appeared so I contacted them. I was told at this point that they couldn't refund me as they needed my credit card details to do so, and I had to ring them again (on their expensive phone 087 phone number). I now have to wait another 5-7 days to get my money back (hopefully).

UPDATE - I have been refunded £408, even though the laptop cost £409 and the total value of the order (including postage) was £414. They say that they don't refund postage. This is though they sent the wrong item and they instructed me to return, ie - they asked for the return not me. I have downgraded them to 1 star now because of this.

UPDATE - I had to ask them for their basis in law for refusing to refund postage, at which point they agreed to do so. After a few days they contacted me to ask me phone them give them my credit card details, again! I e-mailed them to get them to confirm the amount of the refund and as many other details as possible in order to decrease my time on the phone to them. They told me the refund was for £412. I had to correct them and eventually the correct amount of £6 was agreed in writing.

When I did ring them I was told that the refund had been paid, then that there were two separate refunds, one for £409 and one for £5. I corrected them again and told them to look at the messages already sent on the account. The nice lady on the phone has promised a refund of £6 (ie up to the total I paid them originally). I hope that they will finally get it right.

SUMMARY - THESE PEOPLE ARE USELESS AND NOT WORTH THE HASSLE, ORDER FORM ELSEWHERE.

Ordered 2 AEG Ovens for next day delivery, somehow missed the delivery by ARROW XL, tried calling ARROW XL, you just get put on hold endlessly, tried over the next 2 days to no avail, tried the website and that just crashes. Called BHS Sales office and they promised to pass the message on for the delivery team to call me, no call back.
Finally spoke to ARROW XL and told them not to bother delivering the goods (check out the rewviews on this company and hold your breath). Just spoke to BHS Direct and getting charged £44 for the return of the goods due to them not being delivered on the first attempt. Disgusting small print trap, will never buy anything from BHS again.

BHS had a very smart bread bin that I wanted priced cheaper than some of the other on-line stores so on Sunday evening I ordered it. I received a confirmation of order email. I waited until the Friday (5 days) but received no confirmation of despatch email. So I emailed customer services for an update but no response. I then rang customer services and hung on for 10 mins on the phone to get to speak to someone only to be told it became out of stock the day after I ordered it so the order has been cancelled. I asked why I wasn't told it was out of stock and that the order was effectively cancelled and they said their warehouse were supposed to have emailed me but of course I received nothing. Definitely won't bother with them in the future.

There was a little confusion but that was soon addressed and a full refund was issued. I was not sure if the item was still under warranty but they told me it was and quickly issued a refund once they had received the faulty item. Thanks guys

Ordered a fridge for a specific day delivery. After waiting in all day from 7am to 8pm, no one turned up. I called to complain and was told I would receive a call from the delivery company to organise a redelivery. They called me a day later than scheduled and were only able to offer a replacement date two weeks from the original requested date. I called BHS to complain who arranged a delivery date again. For the second time I have had no confirmation on the timeslot the day before as they state they will provide. BHS customer service are helpful enough but the delivery company are useless and inefficient. They should sack them.

Ordered items on line and paid for nominated day delivery. I received an email confirmation confirming my order and expected delivery. After taking a days annual leave and arranging for someone to do the school runs, i have now found out my order isn't coming today! It was never possible, but nobody emailed/phoned me.
I have now cancelled my order on principle of wasting a precious days annual leave and will take my business elsewhere.
Poor service and will not use again!!!!

Ordered on Monday 7th of April for delivery to their store Thursday 10th April, heard nothing since the 7th when i received an e-mail to say my order was being processed and to wait for two more e-mails one to say it had been dispatched and then another to say ready for collection now Sunday April 13th 3 days after I should have received it and I have heard nothing. Nothing showing up on tracking and the only telephone no you can use is a premium rate one .Never had this trouble with M&S.

First star is for the good competitive price of the de-humidifier. The second star is for the easy and informative tracking of the order. Third star is for the cheerful delivery driver. The fourth star is for the fact that I ordered the at 10:30pm on Thursday evening and it was delivered on Saturday. The final star is for everyone involved who made this an excellent, fast and stress free process. The best thing I can say about my experience is that next time I order from the Internet I will go to BHS Direct first. Well done!

Purchased a laptop which stopped working after 14 days.
It is going to cost me £71.70 to return the laptop which is in contravention of The Sale of Goods Act 1979. A service rep contacted me with a couple of proposed solutions one of which didn't work, the other is impossible without dis-assembling the laptop.
Now they have gone silent and will not respond to emessages.
So I have a £1300 paper weight.
Anybody know the email address of the CEO, this could prove very useful to he rest of us poor souls. Needless to say I won't be using BHS direct again

Will avoid BHSDirect from now on.
Bought a tablet at a great price, for a birthday present.
It arrived within few days.
I turned it on and there were vertical lines on the display, obvious defect. Powered it on and off several times, lines stayed there.
I have contacted customer service the next day, send photos with the fault and requested to return the item for exchange, and the long wait started.
For several days I emailed customer service asking to return the item, replay emails said wait for authorization, your request is with an engineer???
After a week they finally authorized the return, but another week later the item is still with the delivery company, courtesy of BHS Direct, not even with the seller yet.
I explicitly wrote them the item is for a Birthday Present, but that is not their concern.
What about distant selling regulations? A faulty item must be exchanged within 7 days, and postage paid by seller.
Hope will see it to a good end, for the next year birthday :)
Please, do not buy from BHS Direct, save yourself the disappointment, time and energy.
I shop mainly online and never had such poor experience up until now.

The delivery men are not trained in disconnecting/connecting. They told me that they could not fit my new machine because they could not isolate the water feed and I would need a plumber. I paid for a plumber who then showed me the isolation valve for the washing machine which was working. So with the £29 fee paid to BHS Direct plus the £40 paid to call out a plumber cost me £69 to have my lovely new washer dryer fitted.

Appalling customer service, expensive shipping, you have to pay for returns.

I cancelled an order and they sent it out anyway.
I then had to literally FIGHT with idiotic people on email and phone to get them to pay for the return.

The phone customer services was the single worst shopping experience I have ever had.

Just don't.


ADDENDUM:
see Brittany's note below, and on other posts?
HOW DO I REPLY TO YOU, BRITTANY?? You haven't provided an email address... is this another scam to make it look like you care...? I think the stream of shocking reviews below shows you really don't.

we bought three tablets from them all have developed faults within 3 months of use, one has been replaced after 8 weeks wait and we had to pay costs as well. now the replacement has the same fault/
contacted the company again to try and get full refund and they dont want to know. all they said is normal ware and tare. surely normal ware and tare would mean the units would at least last till the end of the 12 months warranty period.
this company i feel is a total ripoff and if it is anything to do with bhs then no wonder these companys are in so much trouble.
i get better service from the small ebay sellers.
its a shame really as this shows that british customer services are way below par.
no doubt when i try and contact them again i will be fobbed off and told to spend more of my money to get another three replacements, which will all doubt arrive after the warranty has run out and there will be no recourse to them.
thanks bhs direct three christmas presents down the drain along with the £500 plus they cost

I had the misfortune to purchases a washer drier form BHS direct. This turned out to be the worst decision I have ever made when buying an appliance on line.

I paid for installation and collection of my old appliance, which is clearly stated on their website, will be carried out at the time of delivery. This is one of the key reasons I chose to purchase from them.

When the delivery team turned up with the appliance they did not have their own tools to remove the transit bolts from the machine so, I had to get out my own tools. They then refused to connect the appliance as the drain pipe for the machine is secured to the wastepipe by a jubilee clip. I was emphatically told they there were not allowed to fit jubilee clips – unbelievable. All they did was to push the machine as far back as it would go in its aperture which found out later caused the machine to overheat. The manufacturer clearly states that a 10cm gap is required behind the appliance.

Worst of all, they refused to take my old machine away with them for the reason that it had not been properly drained.

Not only did I drain the machine in accordance with the instructions given, I even went further than this and removed all drain plugs to ensure as much water was removed from the machine as possible before replacing them. But no, this was not good enough. Apparently I have to manhandle it outside myself and upend it overnight! Yet nowhere on the website is this stated –I wonder why?

I was told that I would have to contact BHS Direct who would then be able to authorise them to collect it the next day with another vehicle.

I took them at their word and phoned BHS Direct. My call was taken by a representative who told me that I had not drained the machine properly and that they are not obliged to refund the charge made for collection. He refused to put me through to a manager and only offered a call back, which of course has not happened.

I am now left having to pay for a removal company to dispose of it, so I am well out of pocket. They are also refusing to refund the connection charge even though I had to connect part of it myself.

This is very much an abridged version of events, as the whole saga has taken the best part of two days already and been extremely stressful. Customer service staff are rude and unhelpful and refused to let me talk to anyone in a position of authority.

I have bought 3 washer driers I the past 15 years form other suppliers and did not have any problem with any of them.

This is the first and last time I will buy from BHS Direct.

I would advise anyone considering using BHS Direct to read the reviews on this site thoroughly before doing so. I wish I had.

I wanted a £700 Samsung TV for Christmas but waited until the boxing dly sale when BHS Direct offered it for £606. They stated it was in stock for 2 day delivery so I paid for it.
I received no delivery instructions so the next day I checked it on line again.
It was still in stock, but the price had gone up a bit.
After emailing and telephoning I was told they did not have the TV I had ordered and paid for.
Of course the price of the TV had now reverted to £700 in all the shops.

Short story - I waited for the sales and 'bought' my ideal TV from BHS only to discover that they never had it. This meant that I waited until boxing day for no reason and 'lost' £94 by having to buy it full price.
I have complained to the Advertising Standards Authority.

I have bought a TV from BHS Direct and paid extra money for fast delivery, however, instead of getting my TV within 2 days I had to wait for 6 days and call them every single day and they say that I should wait until 6pm (because there is no specific times) and then after a week of staying home waiting they brought me a broken TV in an opened stupid package for a 40" flat TV with no protection.

and after they offered a replacement (after I had to send them photos for the damaged TV by email) I had to wait more 4 days (same stupid delivery) so they come and take it to review it so they send me a new one after 3 more days.

finally I had a fight with them and refused the very late replacement and bought a TV from another retailer
instead of having a TV in 2 days it took me 3 weeks to return the tv and buy another one

if you buy from BHS Direct you will lose time and money.