Directglassonline Reviews 

I realised within 2 seconds of placing an order I’d ordered the wrong size - only 3cm but still wanted to change. I emailed immediately, telephoned, no answer, emailed again, telephoned again no answer. Finally a week later I got an email to say too late it was in production. I emailed and asked why they hadn’t responded to any of my emails - no answer. The only reason for giving 2 stars is the item arrived at day 17. Is what I ordered. Customer service doesn’t seem to exist but product seems ok and arrived within 20 working days

Ordered a small splash back for collection from their factory to finish a kitchen project, email received after placing order via PayPal states “Thanks for your order we are processing it, please note it can take 10-20 working days for your order to arrive, we will not contact you until it arrives” contacted them by phone on working day 21, no answer, left message on answerphone, no one returned the call, emailed and received a reply from Reece stating it was ready for collection.
When I collected it I waited 20mins for it to be brought out, it was wrapped in a sheet of brown paper and fragile tape, no edge or corner protection but it did have a sticker from supplier “Halsall Glass” same business address and a delivery date of 07/11/22 so it had been sitting there for 10 days?
Ordered the silicon from them as website implied it was special for fitting the glass, in fact it’s standard clear silicon you can buy for less than half the price they charge!!
Customer service could be better as could the communication!!!

Today it has been 41 days since I made an order with them. They have found some sort of childish excuse each time I've contacted them via email or phone. If you haven't paid via PayPal good luck getting a refund. Avoid it at all costs. Don't do business with this company!

DO NOT ORDER FROM THIS COMPANY.
I have had an order outstanding - I rang to be told they did not pick up online orders as there was a problem with the website even though they had taken my money. They said they would speed up my order and still get it to me within the 20 days - nothing arrived so rang again they said they had done it but in black not white - I am still waiting 35 days on and cannot get through on the phone - I now want a refund but doubt Ill see it.

Would give this company 0 stars if I could. I ordered my splash back and after waited the allotted time of 20 working days I contacted them to see where my splash back was. I received an email from them saying they had forgotten to put the order through and I would need to wait another 10-20 working days for it to arrive. Splash back arrived after 12 working days, without the silicone to attach it (even though it stayed in the delivery note it was in the package. I contacted the company again to be told they were waiting for a delivery and would send it on when it arrived. I asked for a refund for the silicone and was told I would be ‘put on the list’ I emailed them again to say they were actually holding on to my money illegally and I wanted it refunding straight away. No response and no refund 10 days on so I’m going to report to PayPal. Today we have come to put the splash back up and found the edges marked and paint missing. NO NOT BUY FROM THIS COMPANY

Ordered a glass splash back from this company on 26/08/2022 it arrived on 28/09/2022 so not in the promised time frame. It was only deliver after chasing the order up.
On inspection of arrival it was noted by the delivery driver and myself it was damaged on one edge. The driver convinced me to try the splash back in the space it was going in to see if the damage would show up. Obviously it did and it was returned by the company’s delivery driver on the same day.
I contacted the company’s office to inform the about the damage.
I was told a new splash back would take up to 3+ weeks.
I chose the option of a refund and on the 02/10/2022 received an email informing me a refund had been sent.
Since then I have sent emails trying to find out why the refund has not reached my account. So far all emails have been ignored and no one answered their phone.
I have put this in the hands of PayPal to sort out.
Would never consider using this company again. They are very quick to take your money, but don’t seem happy to resolve any problems with there products.

Poor customer service... ordered a piece of glass on the 7th of August... still not here. Company phone number instantly disconnects and nobody answers emails.

Do not order from Direct Glass Online. Trying to get a refund via PayPal. Happy to take your money like true scam artists.

Update: The Glass has subsequently come this morning but I still have to leave it as an upgraded 2 stars. All this could have been avoided had someone answered the phone or emails.

The actual product quality seems good!

Order a bespoke coloured piece of glass for a window ledge.
It arrived after 20 days and had a chip on the edge. It was only packed in brown paper,no other protection.
Also the colour was correct on the back but white on the side which would be on show.
The company now isn't answering emails or telephone calls. I've asked PayPal to get involved. Don't deal with this company, a total waste of time and money

Ordered a glass splashback for the kitchen absolutely stunning will definitely keep this company in mind for future 10/10👍🏻

Not happy with this company , waited for the splashback to find out it was smashed in transit with courier , which happens . But i had to ring to find that out as they dont tell you . No message , no email , no contact . I have phoned a few times now to ask for a refund as i didnt want to wait for the process all over again, they told me i had to email it which i did and also messaged it to there accounts . Ive phone a couple of times more since to find out whats happening and i think im being to be told its with accounts . Still no refund , no email and no contact . So ive had to ask paypal to intervene to get the refund . Lucky i paid with paypal . Would not use this company for making a kids Marble never mind any other glass .

Great service great price
I have had two orders from this company successfully fulfilled in the last 4 months. Had I read the reviews here I probably would have avoided them. I was blissfully unaware of the problems experienced by other customers. But to provide some balance here, I think it is only fair to say that my experience has been extremely positive, and, I could not find a better price anywhere on the internet. Communication was not fantastic ( actually it was non existent) but I did not want emails, I wanted some glass splashbacks that matched the Farrow and Ball paint in a bathroom and separate cloakroom. That is exactly what I received, extremely well packaged, at a very fair price.

Appalling customer service!!!

Ordered a glittery ‘creme de la rose’ splashback in December, received it in January and it was completely white, not even a tinge of pink. I contacted them and was told the formulas must be wrong and they’d try another and resend. Waited a few weeks and received the second one….. still white (cream even but still not a single hint of rose), contacted again and was told they’d look into it. Waited a few weeks, hadn’t heard anything so emailed again to be told they wouldn’t be doing anything about it as they’d sent 2 splashbacks out, I replied saying they weren’t fit for purpose as they don’t match my kitchen and asked for a refund upon receipt of the 2 they’d already sent (they’d see when they received them back that they don’t have a hint of pink in them), they refused saying they’d fulfilled their obligations.

The business is the other end of the country so I can’t take them to them so I’m out of pocket with 2 splashbacks I can’t use and am having to reorder a new one from another company.

Take my advice and avoid this company, the customer service is appalling, take your money and supply what they feel like

No issues what so ever . Easy service and glass looks great. 3 lots ordered all different sizes ,15 working days from order to delivery and straight to my front door no issues at all delivered exactly what was said on the website . Delivery guy helpful professional really nice guy, will be ordering my next batch from them also.

DO NOT USE!! I ordered what I believed to be a Juliet Balcony which is what they advertised, what arrived was a sheet of glass ( actually 2 sheets of glass stuck together) with no drill holes or anything, I phoned and spoke to Ross, I asked where the rest of the order was, he told me that is what I had ordered
ON their website it states that all glass has holes at 50mm each edge unless specified, so I didn't see the need to change this fact, the picture they showed was of a Juliet balcony, but if I had wanted the rest of it I had to add additional parts, but when you go straight to checkout it doesn't show these! I have spent way over the odds on a sheet of glass because of their false advertising
They will not collect or refund because I have ordered that size glass, I have sent an email to which no one has replied
Very poor products, very unprofessional company

Thieves... Failed to include the silicone adhesive when the splashback was delivered on Wednesday (failure 1). Was told the adhesive would be delivered by Friday but it did not arrive (failure 2). Asked for a refund as I had to purchase my own adhesive which I was told would be processed on the Monday. The refund still has not come through and I'm still chasing on Thursday (failure 3). When I spoke to them today they said only the Director issues refunds, however they refused to provide me with their contact details, they also mentioned that the Accounts team were out of the office, but could not tell me where.... terrible company. They are clearly unwilling to take any responsibility for their failings and have incredibly poor business practices / standards. Avoid!

UPDATE - I was advised by DGO the refund was issued on Tuesday via Paypal (a lie) and a bogus transaction reference was provided as 'proof'. They are now asking me to take this up with Paypal and will not assist any further. A case has been raised with Paypal to resolve the matter as DGO have proven themselves to be underhanded and untrustworthy.

I would give zero stars if I could - Before I made my purchase and right up until I paid my money the service was good, responded to emails etc. However, as soon as I paid my money the contact stopped, calls were not returned or emails. I was given false information about when my order would be delivered, I wasted numerous days waiting for a delivery which I was promised and had to turn tradesman away as the product didn't arrive, resulting in a loss of income for them and me having to apologise and add time to the bill. At no point has anyone senior called me to apologies, I understand the managers name is Ross, they actually passed the buck to the courier company sales manager to call me. A catalogue of errors which one one seems to give a damn about. Then the glass arrives. Its poor quality, lots of flaws of which I have sent photos to them, and again no response. I would avoid using them with a barge pole. A totally incompetent company, no customer service morals, no leadership and no management who can be bothered or have the balls to apologise and return emails/calls. It will not be the last they hear from me. I have gone to the ombudsman about them. £120 absolutely wasted and in these trying times its not money anyone can afford to lose.

I am very disappointed with the Company. Seems like I am not the only one. I can see that other customers experienced very similar problems like me. I wish I had read these reviews beforehand.

I had ordered a splashback back in January being told that they would deliver in 2 weeks. The date passed and there was a further 10 days delay, finally when they sent it by ACP it was smashed and held back at the delivery depot. Lucky the courier company informed me so I was then offered a replacement by Direct Glass and was assured that this would be delivered the following week. But I am still waiting and still counting. They won’t even give me a refund. They are very unreliable and do not deliver as promised. I will never be ordering from them again, neither would k recommend them. God help me solve this!!!

Unfortunately this company didn't deliver a very good service. I was told 10-15 working days and had to chase my order on a few occasions to be told it was painted and awaiting inspection on day 13. When I called on working day 14 I was told it had been in back ready for courier collection for 4 days however had been missed. So which one is it direct glass?? I was also told the week before that I would have my order for the end of that week so I booked a kitchen tiler in ready. Finally on working day 16 (order late by now) I was told it had been dispatched for overnight delivery. The next day I was told the courier service (APC) the company use had failed to put it on the delivery. Direct glass called the courier and assured me I would have the following day. The same happened again the driver forgot to take the order and wasn't aware of any call from direct glass to arrange it for that day. I had to travel 45 mins to collect myself which was a waste of my time and petrol and I had to pay the tiler more to hang around and I've still not had the delivery fee back. All in all a very bad service. I was told different things, not updated, no apology just fobbed off. Direct glass aren't bothered that the courier service they use are so poor either yet charge the customer a delivery fee to use the overnight service. I won't be using this company again. Poor customer service.

Had ocassion to use this company recently to replace some broken glass on a table with toughend glass.
Service was excellent from beginning of order to final careful delivery'

Ordered an antique silver mirror splash back, had to chase the order after more than 3 weeks. When It arrived It was well packed. However, the antique effect was a sprayed antiquing lacquer sandwiched between the mirror and glass, it looked to be over applied leaving very little silver to the point myself and the tiler couldn’t tell it was meant to be silver, we thought it must be bronze. It’s just looked greasy. When I sent the seller a photo and a description of the issue the original person I spoke to agreed to send a replacement, over a week later I got an email stating they had reviewed my photo and it was in fact correct and was what I ordered. I subsequently requested to return it and gain a refund as the quality was in my opinion poor and couldn’t be used in a kitchen with silver accents. We genuinely thought we were sent it a bronze antique mirror in error. Following more delay and more wasted time, I received an email to say they didn’t agree there was any issue, and giving it was cut to size I can’t return it. They even stated that other antique glass made outside the UK is different and this is the only one made in the UK! Total waste of £250 plus time and energy. Now it’s in the skip and I’ve ordered from elsewhere and got the correct result.