DIY Direct Reviews

Name: DIY Direct
Address: Front Suite, 1st Floor, Charles House, Great Charles Street Queensway, Birmingham, Front Suite, 1st Floor, Charles House, Great Charles Street Queensway, Birmingham, Birmingham
Rating: 4.83

4.8 Rating 1,406 Reviews

96 %

of reviewers recommend DIY Direct

4.8

Based on 1,406 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

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DIY Direct 5 star review on 14th May 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Would not buy again, no instructions and was told by customer services to google, nothing on web, spent a few hours trying to fit and ended up getting a locksmith who informed me it had wrong backing plate and the screws were longer than the door width. Had to improvise and eventually got it fitted but mostly what they supplied. Very disappointed with purchase.”

Helpful Report

Posted 7 months ago

We're very sorry to learn you had further issues with the installation process. Typically, this product is straightforward to install so instructions are not provided. However, we appreciate every situation can be different and we're sorry this wasn't the case for you. With regards to the backing plate, we’ve not had previous reports of faults or sizing issues. If a product does appear to be faulty, we always recommend contacting our customer service team first so we can assist promptly.

Posted 7 months ago

“Goods arrived on time, but on starting to fit the backing plate on one of the handles fell apart without any pressure. I don't have the time to return and wait for a replacement, so have ordered another pair from another company. So you're lucky to get one star !”

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Posted 7 months ago

“Bought six pack of door knobs. The screws to connect the door knobs to the spindle were not included. Fortunately they were a replacement, so I used screws from the existing doorknobs. They would not have been fit for purpose if not replacing.”

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Posted 8 months ago

We're very sorry to learn that you didn't receive the fixings with the door knobs you purchased. We would always suggest that you get in touch with our customer service team prior to leaving a review to give us the opportunity to resolve any issues. Therefore, we politely ask that you contact our customer service team who will be able to assist you further.

Posted 8 months ago

“Sent the wrong bulb”

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Posted 9 months ago

As we have established with you that we sent the bulb you ordered, we would be grateful if you could please amend or remove your review. Thank you.

Posted 9 months ago

“Product not as described Product was stated to be wood but turned out to be imitation wood in hard plastic. That didn't get me too badly - what really irritated me is that they dismissed the customer as being ignorant, and did nothing to amend the problem”

Helpful Report

Posted 9 months ago

As we explained by email, the product is manufactured from wood. We are sorry you were unhappy with your experience but we have reviewed your correspondence with our customer service team and confirmed that despite provocation, they were professional, patient and helpful throughout.

Posted 9 months ago

“I purchased three worktop edges and paid delivery cost, unfortunately they was the wrong size so has to return them, which cost £7 to return, the actual purchase was £12 so basically should of just gave them away.”

Helpful Report

Posted 9 months ago

We are sorry you are dissatisfied but where a customer orders the wrong item and wishes to return it then the cost of the return is their responsibility, which is normal practice for most e-commerce retailers. Equally, if the error is ours then the cost would be our responsibility, but that was not the case in this instance.

Posted 9 months ago

“Never received the item”

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Posted 1 year ago

“The item purchased did not work.”

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Posted 1 year ago

“My parcel never turned up”

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Posted 1 year ago

“Still not received (20/9/24)”

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Posted 1 year ago

“Item not as shown on website Contacted customer services who said it was ‘cosmetic’ - it wasn’t as item sent didn’t work! Offered a return but would cost me more in time and effort £9 out of pocket and they don’t care”

Helpful Report

Posted 1 year ago

We are sorry you are dissatisfied but as we explained to you, full product details and dimensions are shown on the product page to help customers ensure they order the correct item and the very minor cosmetic difference in the product you received does not change its functionality. We also invited you to return the item for a full refund but you declined, so we are unsure what more we could have done.

Posted 1 year ago

“Would love to write a review except I haven’t received anything yet !”

Helpful Report

Posted 1 year ago

We are sorry to learn there was an issue with the delivery of your order. We have looked into this for you and found the courier twice attempted delivery but you were not in to accept it and we are pleased to see you subsequently rearranged delivery at your convenience and you have received your order.

Posted 1 year ago

“I have not yet received my order”

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Posted 1 year ago

We are sorry to learn your order has been delayed or been held by Parcelforce. Please contact our customer services and they will be able to help.

Posted 1 year ago

“very bad advert and discription of hinges, no way of telling what type of configeration the hing had, I was sent the wrong one. not my mistake. would not pay for return postage even though it was there fault. They stoped ansering my emails.”

Helpful Report

Posted 1 year ago

We are sorry you are dissatisfied with your purchase but as we explained by email, if customers are unsure what product specification they need they should contact us for assistance before placing an order. The hinge you received was the hinge you ordered and if you wish to return it for a refund then you are welcome to do so, but in common with all other ecommerce retailers, change-of-mind returns are the responsibility of the customer. Regarding emails, we can confirm the last email received from you was at 16.45 on 25th July, to which we replied 45 minutes later.

Posted 1 year ago

“Delivery was quick.”

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Posted 1 year ago

Thank you for taking the time to leave us a positive comment, if you are able to leave a corresponding star rating then we would really appreciate it.

Posted 1 year ago

“Not impressed as product I needed was mislabeled on website.”

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Posted 2 years ago

Thank you for your review but we have checked the product page and found everything is correct. Please contact our customer services, who will be able to assist.

Posted 2 years ago

“Never don't buy again.”

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Posted 2 years ago

We are unsure why you have left such a negative review but if you would like to contact our customer service department directly they will be able to help.

Posted 2 years ago

“The worse company for online shopping. No contact number or customer support offered with returning unused products. Poor customer experience and very frustrating to communicate with. Go somewhere else.”

Helpful Report

Posted 2 years ago

As our customer service team explained to you a number of times, if you order the wrong product and you wish to return it then the cost of return postage is your responsibility. We conduct all customer service correspondence by email as it helps to keep our prices as low as they are. We have reviewed our correspondence with you and we are satisfied that at every step our staff were very prompt, helpful and clear, but unfortunately they are unable to agree to unreasonable demands.

Posted 2 years ago

“Item Still not received. Waiting for 10 working days from postage to make a claim for a refund.”

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Posted 2 years ago

We are sorry to learn your order has been delayed or lost by Royal Mail. Please contact our customer services and they will be able to help.

Posted 2 years ago

“Rods were not fit for purpose, contacted the company about returning and they sent me a label with address to be returned by royal mail at my cost , royal mail wouldn't take the parcel due to length so only option was parcel force that wanted £31.80 for the service, the items returning has a value of £18 , have contacted customer services multiple times to ask for assistance and they are unhelpful and really don't care. I would never use this company again and would recommend anyone using to be very careful when ordering that nothing needs returning.”

Helpful Report

Posted 2 years ago

Thank you for your review, although we must correct some of its content. You asked to return the items because you said you realised they would not be suitable for what you needed. We accepted your request but once you realised the return postage would be your responsibility (a normal arrangement when the customer has ordered the wrong product), you changed your mind and claimed they were not fit for purpose. We asked for photographic evidence but this was not forthcoming. Our customer services department did everything they could to assist you but they cannot agree to paying the postage costs for a customer to return items ordered in error.

Posted 2 years ago

DIY Direct is rated 4.8 based on 1,406 reviews