LaptopsDirect UKReviews 43

WARNING - This company and its parent sell grey imported goods which they modify to work in the UK but they wont tell you this at, or prior to the point sale. Due to being grey imports you will experience warranty implications and wont get the full UK functionality you might expect. Also don't expect any help from customer services, they simply don't care and will just fob you off.

Anyone who reads my reviews knows I am very critical about service and value. With that said, My experience with LaptopsDirect was quite good. I purchased a "refurbished" gaming laptop. An MSI Raider GE78. I was surprised to find the laptop in absolute pristine condition. It seems this is one that had been ordered and returned within the return period. I wasn't even registered with MSI for the warranty. Much to my surprise, when I registered the computer, I was given the full two year warranty!
Now the not so good part... I did purchase the extended 1 year warranty for £30, not knowing I wouldn't need it. Second, when you check out, they add all these extra charges. First was shipping. I thought paying £1700 for a laptop would at least include shipping like 99% of all the other online computer retailers. It didn't. Also, there is a 1% added surcharge for paying by card. Just another way to suck more money out of you.
The laptop did arrive on time, the next day. And for those who complain about the 1 hour delivery window, that's DPD, not LTD. But what's the issue? You were expecting a delivery, right? Besides, when they notify you of the time window and there is a link where you can change the delivery day/time.
Overall I am pleased. For all intents and purposes, I have a brand new MSI Raider 17" gaming laptop with a two year warranty for about half the retail price. It even arrived in the original box with all the original accessories. I only gave four stars because of the nit picky 1% charge for using a card to pay, and for having to pay shipping.

Laptopdirect (buyitdirect) gave me great customer sales. However, after purchasing a laptop and monitor in November 2023, the package arrived via DPD in an open courier bag. I had to hand over a PIN to received the bag. I asked the driver to take a picture as receiving an open bag is not usual. I checked the contents and there was a monitor but no laptop. Laptop direct had the photo from the courier and won't refund me. This is their issue to resolve with DPD not mine. They did not deliver me a laptop for which I have paid and refuse to refund me. Avoid!

Ordered HP refurbished laptop. Worked fine except for the in-built camera which wasn't working.

Went back and forth with tech support for days - they were not at all helpful, suggested things I had already informed them I had done.

I finally spoke to their tech support on the phone. Went through everything again and was informed they had to arrange for the laptop to be collected so they could check it - they said it had not been checked before it was sold to me... when I questioned the sale of a refurbished laptop not being checked, they backtracked and said it had! After checking they would repair it or issue a refund, but the checking part would take 7-10 days.

I would not be able to get a refund or a replacement until after the 7-10 days.

Escalated the matter. Had another phone call and was told the exact same thing again. Very unhelpful, very unsympathetic.

Steer well clear!

They sent me a screen with no screws for the mount when I requested them they asked if I could go and find the screws myself. I said no they sent me a bag full of screw which none of them fit, when I tried to attach the mount with the screws the screen fell over and broke I have tried to get a new screen delivered but they are saying it's my fault. Not sure how it's my fault when they have supplied the wrong material. I'll be writing reviews on every website I can for as long as I can so no one else is ripped of by this company

I was looking for A34 5g to offer to my daughter.I noticed it was 15pounds cheaper than Samsung.I had I chat with some on their web site called Niall.asked to confirm the smartphone is a UK version he said, I paid 9.99pouns to get my phone delivered next days.with my big surprise I received an open box smartphone.and it mentioned on the box the phone is an EU VERSION and was modified the firmware on the UK. When contacted them to send it back they said you have to pay for return because it's considered as Unwanted item.they waste more than 1h on chat...I don't recommend buying from them. Because they lied to me on the version of the phone and it's very easy if you have an issue to return and have your money back from Amazon, Argos...or from the manufacturer..

URGENT WARNING: Beware of Samsung UK and Laptops Direct
Sharing my nightmare experience with Samsung UK and Laptops Direct to save you from a similar ordeal. Read on and spread the word to protect others!
In January 2023, I invested a substantial £1290 with Laptops Direct for a Samsung TV. Just five months later, the TV started acting up – malfunctions and irregularities galore, making it utterly unusable. Upon inspection, it was clear that the screen was damaged beneath the glass, a blatant manufacturing defect.
My pleas for assistance from Laptops Direct were met with shocking indifference and apathy. They shrugged off their responsibility, citing a measly three-month warranty and passing the buck to both me and Samsung. This heartless evasion reflects a disregard for customer satisfaction and product quality that's simply unforgivable.
After enduring a convoluted process, an engineer was finally dispatched to replace the faulty screen. But guess what? The other problems were ignored, then after that the tv started playing up again and the engineers were called back and took the tv away for two weeks and then brought it back and told me there is nothing wrong with it.So the TV came back to me unchanged. I contacted laptops direct again and was told there was no point ring them and get in touch with Samsung.
Turning to Samsung UK for help, I was met with more disappointment. They insisted on further repairs despite my concerns about the product's integrity and post-warranty problems. Their suggestion of a 10% discount on a replacement TV was an insulting slap in the face – evidence of their lack of respect for customers' investments. I don't think buying another tv after it lasting for 5 months for 10 percent off going to appeal to anyone.
And also why would I be without a TV for 2 weeks and have loads of emails and sending photos etc if the TV is fine, Surely nobody can be that bored!... I didn't want my money back I wanted to replacement!... the same model or equivalent
I Have now given up and will buy another TV. This is just a warning because I thought by using laptops direct I would save money rather then using larger companies but that 100 pound I saved has now cost me far more.
Updated response...
Just had a phone call from Laptop direct and they once again laid the blame with samsung and want nothing to do with my claim.
So new tv today for me.
Having to the use of a faulty tv for 5 months for a cost of nearly £1300 doesn't sound like a bargain thou... Pennywise pound foolish. I have taken the hit now but will continue to make sure I warn as many people over social

Dreadful customer service. Avoid at all costs. Their repairs process is a joke and they sent back the same faulty item with no repair having been carried out and my cables were missing

Avoid - Good prices on line but truly terrible customer service and entirely unreliable delivery.

Ordered a Microsoft Surface Pro on-line for next day delivery - followed up with a phone call to confirm order and delivery arrangements. Never turned up and when chased up was told it wouldn't arrive until the end of the month. Was told to cancel that order and re-order for next day delivery. Only it didn't arrive next day and they didn't cancel the order so I am left with two devices nearly £700 out of pocket and they won't take to back. It has taken me hours to try and sort out - complete waste of time.

Customer service were consistently unhelpful and gave conflicting or incorrect information. The UK sales line staff were initially friendly and helpful but after the initial order placement things spiralled downhill rapidly.

If it was possible to give no stars I would. I bought a laptop for £340 reconditioned for my mum, it almost immediately began getting issues. Random crashes etc but would always restart and then work for a bit. Eventually it wouldn't start at all ' no bootable device found '
We were told to return as it was under warranty. It went missing for a week in their care and then they claimed we had been inside it. Why would we when it was under warranty?.
They refused to repair it and have sent it back with a screw hanging out the bottom, the whole base of it buckled and a massive lump of plastic missing.
I am beyond furious.
DO NOT EVER TRUST THIS COMPANY!

Used my last pennies to buy a laptop for my daughter for school and it didn't turn up. I shall be continuing to hassle them until the money is returned.

Bought a laptop and it was DOA. They wouldn't replace it so I ordered another. They arranged a collection which happened at the same time they delivered the new one. DPD took it but couldn't scan it. I have proof on CCTV that they took it and and pictures of him taking it which I have sent to them as the collection says they couldn't locate me? They delivered the new one at the same time! They have now rearranged collection for this laptop WHICH I DO NOT HAVE. The story gets worse as the new one is also DOA and I have to yet return this one. This is beyond a joke. No one reads your emails correctly and gives you generic answers... even the supposed case manager can't get it right and had rearranged the collection of something DPD has! The proof of delivery on the DPDs picture actually has the return parcel in it yet DPD say they couldn't locate me.

Days after their Provided Warranty…

6 days after their Provided Warranty contact number did not work I have had a string of emails from different people in the company, not one of which read the email in entirety from their replies.

I have had a return opened and closed when the issue was never a return. Emailed to ask what was happening got no reply to that. Then got asked to provide pictures which I did following thier instructions, got further emails saying I had not emailed the pictures yet, which had they scrolled down was not the instructions given.

Questions from me in the email were totally ignored. Then given a reason that warranty does not cover the issue using terminology and wording that is not in the documentation and to take it to a laptop repair shop as though I needed that bit of information.

Staff cannot read their own emails let don't my replies so chances that anyone competent in the process (none of which I've spoken to) during the past week has any idea what the warranty documents say or cover is highly unlikely.

My best part is Jayson when asked for complaints process... Did not provide this, nor address any other parts of any email really. But top from him is to take a laptop that needs repairs to a laptop repair shop.

Also no idea who the case manager that would get back to me in 24 hours, 6 days ago is.

Send a faulty product
Refuse to refund it
Offer £20 instead of refunding over £200
Then agree to collect it but you need to wait weeks for a refund
SCAMMERS

Avoid at all cost! Disgusted with this company.

Ordered tablet 4 weeks ago…. After payment I noticed a 2nd separate transaction on my credit card. They had gone and charged me for two products I had not ordered. Should have been a red warning sign! ( After contacting them I did get this money refunded).

Paid for express delivery and 3 weeks later no tablet! Numerous phone calls and emails. Delivery date kept changing. The latest…. The tablet is supposedly now out of stock! However when I checked their website it's "new in" but over €200 more expensive! Don't know what to believe! Am being refunded the full amount I paid …. Since then an issue as they didn't refund correct amount. Had to get on to them numerous times… over and back to try to get the full amount. More than 4 weeks after initial order I've finally been refunded in full. I know with certainty I will never go near this site again and I advise you not to either. Beware!

I ordered SSD disk for 104 Euros on February the 3rd. SSD disk compatible with my laptop. They sent me RAM memory stick, I told them that it's not what I've ordered, they offered me 10 pounds refund or 20 pounds voucher if I keep the item. ITEM I DID NOT ORDER, I DON'T NEED AND IS NOT EVEN COMPATIBLE WITH MY LAPTOP. So I said no, pick it up and send me the right item or refund my 104 euros. They picked it up and since then nothing happened. It's 19 days since I made the order and I don't have my SSD disk, they have not told me if they will send it or if I will get refund so I can't even order it from somewhere else. The question is... WHERE IS MY MONEY? IF anybody from Laptops Direct will read this, order I'm talking about is *******. Get your s**t together really!

Laptops Direct have the Samsung Galaxy S21 ultra 256gb for around £150 cheaper than many other retailers - What I didn't realise was that it's a reflashed imported phone.
I didn't fully read all the information on their site, and it says they can be imported - so that was down to me not checking all the information.
But... The phone had been flashed with 2 country codes, so didn't receive a single software or security update because (according to Samsung), the phone doesn't know which software to download, as it has 2 country codes. Apparently it would never receive any kind of update.
I contacted Laptops Direct, who confirmed that the phones are imported. I explained that it had 2 country codes, and that I have been told it will never get any updates. Also, it was running on May 2021 security patch - not good for a phone costing over £1000.
It took another 3 weeks to get my money back, and I had to pay postage to return it even though (in my eyes) it's been reflashed incorrectly.
I have since paid a little more, and got a proper UK version which (out of the box) was on October 2021 update, and straight away updated to January 2022 update.
This is a classic example of you get what you pay for. Their phones are cheaper, because some are imported. The phone will work perfectly fine, and to many won't even know there's an issue - But to me, a phone costing over £1000, which will never get a software update is a big issue!

Only but from this company of you can afford to lose your money,
They did not deliver and won't rectify issue either. Terrible customer services spend a little extra money from a reputable company,

I ordered a phone from this company and paid extra to have it delivered next day, I received a padded envelope containing an empty box. After an exchange of E. Mails with what I think is an automated system asking somewhat irrelevant questions and sending stock answers they agreed to send replacement. Two weeks later I am still waiting and their website no longer recognises my Email address or password so I can not track the package, if they even dispatched it. Fortunately It was only a cheap phone so I will put it down
To experience and never have any dealings with the direct group in future.